Frequently Asked Questions
To help you book and plan your stay, we have put together a list of our most frequently asked questions. If your question has been not covered in the below, please don't hesitate to get in touch and we would love to help.
How To Make a Booking
We have a strong sense of customer service and whist others turn to online booking, we love to communicate directly with our customers to make sure that the property and location you book is absolutely perfect for your stay. We all love and live in the Peak District so our knowledge is great, our recommendations are honest, and our approach is friendly so we encourage you to pick up the phone or email and get in touch.
We not only advertise on our website but also many different sites to capture all markets. You may have enquired via web platform, but rest assured you can only ever make a booking direct with us, so once we quote a price there are no hidden fees!
Fly us an email or give us a call to tell us which property you are interested in. Provide us with as much information as possible such as the numbers and the make up of your group (adults/children/infants) and the nature of your planned visit i.e. family gathering, friends get together, stag/hen do, birthday celebration. We work on emails 7 days a week so will respond promptly and send you all the options that are available and best suited to your requirements.
Once the property availability has been confirmed by us and you are happy to go ahead with the booking , we will pop the property on hold and email a provisional summary. We will require your full postal address and a contact number in order to set up your booking.
To confirm the booking an initial 25% deposit is due within 3 days and the balance paid 12 weeks prior to arrival. If your stay is within 12 weeks full payment will be required. We will send you a link and you can pay online via credit or debit card. Once your deposit has been paid you will receive a confirmation. An additional fully refundable security deposit is charged (at the balance due stage) on all bookings (between £100 and £500 depending on the property booked) and returned after your stay.
Once you have booked, our job is to make sure you enjoy your stay. Between confirmation and your arrival date, we will send you helpful reminder emails of payment dates. We will also provide you with lots of information and recommendations to help you make the most out of the Peak District.
Refundable Security Deposit
A Refundable Security Deposit (the amount is variable dependent on the property, size of group or amount of properties you hire) is returned after your departure. Please note that this is a separate refundable deposit payment in addition to the 25% booking deposit which is part of your overall payment
We request this alongside your balance payment 12 weeks before your stay at the property.
In order to continuously provide a high standard of property for our guests to enjoy, it is essential that we request the guests to pay a security deposit to ensure that our properties are respected. By holding this, it assures the property owner that the guests have agreed to be responsible whilst staying and it encourages the property to be left in the same way it was at the start of the stay. We do understand that accidents do occur and are extremely reasonable with minor breakages, damage and extra cleaning.
We refund your security deposit as soon as possible (usually within 5 working days of your departure unless issues have been brought to our attention). During the few days after your departure, the house keeping team/owner will be servicing the property. Once the clean has been completed, we will be in contact via email with details of your refund. If you have encountered any problems at all or have experienced any issues that might hinder the process, please do not hesitate to let us know at your earliest convenience.
Demand for our properties are high and we can receive multiple enquiries for the same property and dates. We do understand it is very tricky to organise a group stay and we do our very best to assist you with prompt communication. However, in order to keep the booking system straight forward and ensure all potential guests have a fair chance of booking, we may not be able to offer you a hold on the dates.
We welcome all types of groups but some of our properties have restrictions i.e. single sex groups, hens, stags due to village or residential location, noise etc. We have so much choice we are very happy to advise where you will be most suited for your stay - the enjoyment of your stay will be affected if you breach our guidelines.
It is important for health and safety, fire regulations and insurance that we know the exact breakdown of your group. Properties are set up and equipped for the capacity advertised. Please do check with us if you are expecting any extra day guests to visit during your stay as there may be restrictions on parking, inadequate facilities etc at the property.
After the deposit is paid, you are responsible for the full balance of the cost of the holiday. It is a legal contract which is non-refundable under any circumstances (including medical and weather related). In the event of a cancellation by you, you must notify us as soon as possible in writing (including by email). You can read our full terms and conditions on this link.
We strongly recommend you to take out cancellation insurance that covers pre booked UK self-catering holidays due to adverse weather, ill-health, bereavement. PJ Hayman & Company are able to bring you a travel insurance policy specially designed for UK holidays called cancellationplan insurance. You can find more about this on this link.
Your booking may not be normally moved from one date to another once made except at the discretion of the Agency and the Owner. If you wish to change the booking date you will have to cancel the original booking and the normal cancellation policy will prevail regardless of any subsequent booking made.
You can read more about our cancellation policy on this link
In mid and peak season, weekend stays are generally for a 3 night minimum, arriving from 3pm on the Friday and checking out 10am on the Monday morning. We offer a set weekend price to give you the added flexibility of being able to relax and enjoy the property until as late as you like on the Sunday, even if you don't actually stay overnight till the Monday morning. So while you are very welcome to come for 2 nights, the price would be the same.
We also offer week longs stays (Friday to Friday or Monday to Monday) and 4 night mid week stays.
Mid week stays and low season weekends of shorter durations may be possible too - just ask and we will see what we can do.
We do have to know the details of each person that is staying in the property to meet fire regulations, insurance and health and safety requirements.
We ask for your expected numbers at the booking stage, so that we are comfortable you are not exceeding the capacity of the property. Two weeks prior to your arrival, we will request the full list of guests' names and also your room requirements so that we can plan that your beds are made up correctly for your stay.
One of the hardest parts of being the lead guest organising a holiday for multiple people is often gaining commitment from the group after the deposit has been paid. On occasions, we find that when the balance is due, you may experience your numbers dropping and therefore the cost per head increases.
As you are paying for exclusive use of a venue (not per person) we are unable to renegotiate the price. Please take this into account before committing to a booking.
If your group size does decrease and you wish to cancel the booking, of course we will assist you in any way possible. As a goodwill gesture, where you do not have insurance, then we will do everything we can to resell your booked dates.