Frequently asked question (FAQs)
If you can’t find the answer to your query among our frequently asked questions below, please contact us.
Managing your account
How do I login to my account?
Please go to the Holidaymaker Login section and follow the next instructions.
Creating a new account? You can use the Holidaymaker Login link the the navigation on the top of our website site
On the login page, click Create an account enter the email address that you used to make your booking. Please note if you do not use this email then you may find that you access an account where your booking does not show.
You are now in your account where you can pay your balance and access useful links to help you plan your stay, including our partner offers, terms and conditions and what’s included in our Retreats.
I have forgotten my password, how do I reset it?
I have forgotten the email I made my booking with, how can I find it?
Please email us at firstname.lastname@example.org and we will be able to assist you.
How can I update my account information?
Please login to your account and update the information in Your Account using Edit My Details.
Booking a Retreat
How do I make a booking?
- Bookings can be made easily online on the page of your chosen property by clicking on the booking calendar for the day you would like your holiday to start and selecting the number of guests and nights. Then, click 'Book My Holiday' and you will be directed to the booking form where you can enter your details before then clicking the 'Pay £xxx now' button which will take you to the secure payment page. Payments can be made using either a debit or credit card. We can also take bookings over the phone. Please call: 0191 2499 322.
A one third deposit is required at the time of booking with the balance then being due eight weeks prior to arrival. A non-refundable booking fee of £40 applies to every booking.
All customers are also required to select to pay either a refundable Accidental Damage Deposit or Accidental Damage Waiver as part of their booking. The amount for either option is scaled in line with the number of people the property sleeps and is due at the time of the balance payment. Options for both the Accidental Damage Deposit and Waiver, along with their costs, can be found on the web booking form for your chosen property.
Full payment is required if it is less than eight weeks before your arrival.
Balance payments can be made online via your customer account or over the phone
Please see our full Booking Conditions for more information on making a booking with Coastal Retreats.
How do I know paying via Coastal Retreats is safe?
When making an online booking, you will be asked to complete a form that includes your contact and payment information. When the form is complete, your credit card number will be verified using a checking sequence, and once this is confirmed we authorise payment for the amount shown on your order form. Due to the personal nature of the information you provide when making a purchase through our website, the form is secure, such that your credit card number is protected with encryption technology. Purchasing transactions are assisted by a third party processor who is required by contract with us to protect the privacy of your Personal Information.
What's included in the price and what can we expect to find at the Retreat?
All of the cottages in our collection bear our signature style and attention to detail. The facilities vary from place to place, as they are all privately owned, so please check if something is vital to you. However, all are exceptionally well-equipped, and many come with a host of extras. Please see our What’s included list and your chosen Retreat for items specific to that cottage.
Are any of your cottages better suited for young children?
See Our Family Holiday Cottages and the Reviews and Ratings section of our individual Retreat pages.
Do you allow pets?
Do any of your Retreats cater for large groups?
See our Group Stays.
Can I book a larger property and only use one room?
During low season our larger properties may also be available with the use of just one bedroom for a special rate. Please email us and ask about our low season couples discount.
When do I need to pay my balance and how can I pay it?
The balance of your holiday is due eight weeks prior to arrival. Balance payments can be made online via your customer account or over the phone
Do you charge a good housekeeping deposit and how is that handled?
Customers are required to select to pay either a refundable Accidental Damage Deposit or Accidental Damage Waiver as part of their booking. The amount for either option is scaled in line with the number of people the property sleeps and is due at the time of the balance payment. Options for both the Accidental Damage Deposit and Waiver, along with their costs, can be found on the web booking form for your chosen property.
If you opted for the refundable Accidental Damage Deposit option then this will be refunded to you within 14 days of your departure provided that there has not been any damage.
For full information please see sections 13 and 14 of our Booking Conditions.
Where can I find my booking details?
All your booking details are in the confirmation email we sent you, or easily accessed via your online account.
What is your cancellation policy?
We understand that at times things happen which mean you may have to cancel your holiday with us. In the event of a cancellation, whether you have paid just your deposit or your full balance, if we have been able re-let all or part of your holiday dates you may be refunded, less the booking fee and a handling charge, and less any potential shortfall in the cost of the re-let booking.
We advise that you read our Booking Conditions (see section 7) in full before making a booking and take out holiday insurance so in the event that you do have to cancel, you may be able to reclaim some of the costs.
Planning your stay
Do your Retreats have WiFi?
All our Retreats have free WiFi, although please understand we cannot guarantee the speed or connection reliability of the internet or phone line, especially in more outlying areas. This is often in the hands of BT.
Where is the nearest Supermarket?
See our Eating In section.
Leisure Club membership
The majority of our Northumberland Retreats come with guest membership to the members-only private leisure Ocean Club in Seahouses (exceptions are Waterfront and Tweedswood in The Borders, Quayside and The Nelson in Amble and The Old Paper Mill and Number Nine in County Durham).
Facilities include a 20-metre pool, children’s pool, gym, fitness studio, sauna, steam room, Jacuzzi, spa and cafe.
There is a small admission charge of £8 for adults, £4.20 for children and free for under 2s.
Do you have any eating out recommendations?
See our Eating Out section.
Check-in and check-out times
For the most up-to-date information about the property you have booked, please refer to the property page or your pre-arrival email.
Can we arrive early?
Outside of peak season, we may be able to offer an early arrival, so it is worth emailing us to check. On arrival days, we will also email you if your Retreat is ready earlier than the 4pm check in time.
On arrival/during your stay
What do I need to do before I arrive?
Read the arrival details email we will send you two weeks prior to your stay. This information includes the key safe code to enter the Retreat, its address and phone number and how to get there.
What time can I arrive at my Retreat
Arrival time is 4pm (3pm from November to Easter – low season) and check out is 10am. We will inform you on your arrival day if your cottage is ready before the usual advertised time. If you have specific needs, please ask and we will try to accommodate your request if at all possible.
We will be travelling some distance and will probably arrive late at night. Is this a problem?
Not at all. All our Retreats have a key safe, so you can let yourself in with a code, which will be sent to you two weeks before your stay. On arrival you will find the property well lit, heating on if necessary, beds all made up, fire set for those cottages with open fires or log burners, tea cups at the ready and a bottle of wine chilling in the fridge.
The Retreat is not as I expected, what should I do?
If you have your laptop with you and have any questions or concerns, please email us and we will reply very quickly. Get in touch straight away with any cleaning issues or if anything is missing/broken so we can rectify any problems at the beginning of your holiday rather than at the end when it is too late.
What do we do if we break something in the Retreat?
We know that accidents happen so, first of all, don’t be embarrassed and do tell us straight away what is broken, as we may have to source another for the next guests. An email to our office is sufficient. We have an honesty box in each cottage so please leave an appropriate amount to cover breakages of smaller items. For larger items, and particularly electrical items, please give us a call so that we can arrange a repair call-out or replacement.
What do I need to do before I leave the Retreat?
See our Departure Day Checklist.
I have left something behind, what should I do?
See our Left Property section.
I have to check out early, what should I do?
Please drop us an email to let us know.
I want to extend my stay, what should I do?
It is great to hear that you would like to stay with us a little longer. Please email us and, if available, we can help facilitate an extension to your holiday.