View our latest Covid-19 information
 
0191 285 1272 |
 
Home | FAQs

FAQs

How can we help you?

If you can’t find an answer to your query among our frequently asked questions, please contact us via email at info@coastalretreats.co.uk or by phone on +44 191 285 1272.

Managing your account 

  1. Please go to the Guest Login section and follow the next instructions.

You can use the Guest Login link the the navigation on the top of our website site or the button below.

2. On the login page, 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 old account where your booking does not show. You also need to enter a password, which you were emailed when your account was set up. If you have forgotten this, you can click lost password and you will be sent a new one. Then click sign in.

3. You are now in your account where you can pay your balance, select extras such as a cot or a high chair and access useful links to help you plan your stay, including our partner offers, terms and conditions, what’s included in our Retreats and frequently asked questions.

  1. Click ‘Guest Login’ next to the Coastal Retreats logo on the home page. You will be redirected to the login page.
  2. Enter your email address.
  3. Click Lost Password.
  4. You will receive an email from us on how to reset your password.

Please email us at info@coastalretreats.co.uk and we will be able to assist you.

Please login to your account and update the information in Your Account by clicking on the person icon in the top bar next to your name.

Booking a Retreat

  1. Bookings can be made easily online on the page of your chosen cottage by clicking on the booking calendar for the day you would like your holiday to start and end. Then click book now and you will be directed to the checkout page where you can complete your booking using a debit or credit card via our secure Sagepay system. We can also take bookings over the phone. Please call: +44 191 285 1272.
  2. A 25% deposit is required at the time of booking with the balance due two calendar months prior to arrival. A non-refundable booking fee of £40 applies to every booking.
  3. Full payment is required if it is less than two calendar months before your arrival.
  4. Balance payments can be made online via your account or over the phone.
  5. A good housekeeping deposit of £250 will be ring-fenced on your card at the time of your online booking, but not taken unless necessary, in case of damages. For bookings taken over the phone, we will retain your card details until your have departed your Retreat when they will be destroyed.

Please see our full terms and conditions for more information on making a booking with Coastal Retreats.

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 third party processor Sage Pay Europe Ltd who is required by contract with us to protect the privacy of your Personal Information.

To read more about how we protect your data, see our Privacy Policy.

See our What’s Included section.

See Our Family Holiday Cottages and the Reviews and Ratings section of our individual Retreat pages.

Yes, some of our cottages allow pets. See our Dog Friendly Cottages or tick the pet icon in the search.

See our Group Stays.

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.

We understand that at times things happen which mean you may have to cancel your holiday with us. Our cancellation policy protects both our guests and the owners of our Retreats. We advise that you read it 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.

Cancelling more than two months before your holiday start date

  1. As soon as you know you need to cancel your holiday, please inform us by email.
  2. The deposit you paid at the time of booking will not be refunded. If you chose to pay in full even though only a deposit amount was required, you will refunded the amount minus the deposit.

Cancelling less than two months before your holiday date

  1. As soon as you know you need to cancel your holiday, please inform us by email.
  2. You are liable for the full cost of your stay and will not be refunded.

The balance of your holiday is due two calendar months prior to arrival.
Balance payments can be made online via your account or over the phone.

A good housekeeping deposit of £250 will be ring-fenced on your card at the time of your online booking, but not taken unless necessary, in case of damages. For bookings taken over the phone, we will retain your card details until your have departed your Retreat when they will be destroyed.

All your booking details are in the confirmation email we sent you, or easily accessed via your online account.

We understand that at times things happen which mean you may have to cancel your holiday with us. Our cancellation policy protects both our guests and the owners of our Retreats. We advise that you read it 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.

Cancelling more than two months before your holiday start date

  1. As soon as you know you need to cancel your holiday, please inform us by email.
  2. The deposit you paid at the time of booking will not be refunded. If you chose to pay in full even though only a deposit amount was required, you will refunded the amount minus the deposit.

Cancelling less than two months before your holiday date

  1. As soon as you know you need to cancel your holiday, please inform us by email.
  2. You are liable for the full cost of your stay and will not be refunded.

Planning your stay

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.

See our Eating In section.

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).

There is a small admission charge of £7 for adults, £4 for children and free for under 2s.

See our Eating Out section.

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

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.

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.

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.

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.

On departure

See our Left Property section.

Please drop us an email to let us know.

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.

You can fill in our online evaluation form, send us a personal email or post a review on our Facebook page.

This site uses cookies.
ConfigureHide Options
 
Read our privacy policy

This site uses cookies for marketing, personalisation, and analysis purposes. You can opt out of this at any time or view our full privacy policy for more information.