FAQ

Q: How do I book?

You can book on our website, over the phone or by email. Search and select a property here, call us on 01723 516 700 or email us at info@bedwyns.co.uk.

Payments can be made immediately by card online, or by BACS or by cheque, visit our Payments Methods page for more information.

Cash payments are not normally accepted.

Q: Can I hold a property temporarily?

Yes. Please call or email, tell us why you want to hold a property, and how to contact you, and we will usually agree to hold it for a day or two.

Q: Can I book online without a credit or debit card?

Yes. You can still book online and then choose to delay payment. This gives you time to send a cheque, pay direct to our bank or pay by card later.
If you do not want to book online please call or email and we will do the booking for you and tell you about the various payment options. If you leave a message we will get back to you as soon as possible.

Q: How much is the deposit?

The deposit is 1/3 of the total cost of your booking with a minimum payment of £129.

Q: When do I pay the balance?

Balances must be paid 8 weeks before your holiday or immediately if your holiday starts within 8 weeks. See Booking Terms and Conditions

Q: How can I find out what is due and when?

Dates and balances will be on the paperwork and emails we send you, but if you’re not sure you can always call us.

Q: Can I bring extra people?

There are strict rules about this.

All guests intending to sleep at the property (even for 1 night) must be declared at the time of booking. You cannot exceed the number you have booked for, nor can you change the make-up of the party without telling us first. You cannot exceed the number that the property allows.

We reserve the right to charge a fee of £10 for any changes you make to a booking, to cover our administration costs. You will be in breach of the booking terms and conditions if you make any changes without telling us, and be asked to leave the property immediately with no refund being given.

See our Booking Terms and Conditions.

Q: Can I bring my dog, or more than 1 dog or any another type of pet?

You need to check the individual property details. If a pet of the type and size you are bringing is allowed at the property and you have informed us that you are bringing one at the time of booking, then your pet is allowed free of charge. It may be possible to bring more than 1 dog or another kind of pet, but we do need to check with the property owner first. Please call or email us with your request.

Q: What should I bring?

Please check individual properties for specific information. You will need to bring all your own food, toiletries, toilet rolls and beach towels. Some properties provide towels, cots and high-chairs, but not all, so do check first.

Where there is a washer and dishwasher please be prepared to supply your own washing powder and dishwasher tablets. The property owner may well leave a small initial supply of toilet rolls, washing-up liquid, washing powder and tablets as a courtesy but this should not be relied upon. The same applies for coal and logs where there is an open fire.

You will be able to call the owner/housekeeper direct, prior to your holiday, as you will receive their phone numbers in the final details letter (which is sent to you after you have paid in full). However, items such as cots, high-chairs and extra parking permits, should be requested at the time of booking with Bedwyn’s, as these often need organising well in advance.

WATERPROOF MATTRESS COVERS: These are not provided as standard. If you think you may need one, please let us know at the time of booking and we will ask the property owner, however, you may have to supply your own if a property owner is unable to. Please bear in mind that you would be held responsible for damage to a mattress due to soiling.

Q: What time can I arrive?

We have a standard check-in time of 3pm on all our properties. Please don’t arrive before then as the property won’t be ready.

Q: What time do I need to leave?

We have a standard check-out time of 10am on all our properties. You’re expected to leave the property ‘as you found it’, so please allow yourself enough time on the morning of departure.

Q: What if I need to leave a property early?

If, for some unexpected reason, you need to finish your holiday early please contact the property owner or Bedwyns to let us know and then follow the standard check-out procedure as laid out for your property.

Q: How do I cancel a booking if I’ve paid?

Please see our cancellation policy

Q: How do I get Holiday Cancellation Insurance?

Please go to cancellation insurance

Q: Can I move a holiday date?

Moving a date of a confirmed holiday is treated as a cancellation. If you have confirmed your booking (i.e., you have paid at least a deposit) then a binding contract has been created between you and the property owner for the dates you have booked, so if you want to change your holiday dates you have to follow our cancellation procedure. Cancelling a confirmed booking means forfeiting at least your deposit and booking fee and remaining liable for the full cost of your original holiday if it’s not re-booked to another party.

In exceptional circumstances, if there are many months to go before the holiday and if the property owner agrees, we can cancel your existing booking and book an earlier or later date within the same financial year. Please note that the property owner is never obliged to accept a change to a confirmed holiday date, no matter what the circumstances are and is entitled to receive at least what they would have received for the holiday originally booked. If the property owner does agree to vary the usual cancellation procedure then we will also agree, new holiday documentation would be issued and a £10 fee charged to cover administration costs. We strongly advise you to ensure you are covered for the unexpected by obtaining holiday cancellation insurance.

If you have only provisionally booked i.e. you have not paid a deposit, it is easy to change your booking dates. A provisional booking can be cancelled without penalty and you are then free to choose another holiday date.

Q: How do I report a problem at a property?

We will provide you with the property owners contact details before you go, as they are solely and entirely responsible for dealing with property issues, including loss of keys. Please report any problems to them while you are on holiday as most problems can be resolved quickly with minimum impact on your holiday if owners know about them.

If you find it impossible to contact the property owner within a reasonable length of time (at least an hour) and the issue cannot wait then Bedwyn’s will attempt to put you in touch with them.

Of course, It may fall to you as a responsible member of the public to take action to reduce harm to yourself, to others and to the property. Don’t take any risks. In an emergency call 999 or the relevant gas, electricity or water authority. Look for other contact numbers within the property and if you are in a flat contact any other occupants of the building for advice (there may be a block management company that can help if you cannot contact the property owner quickly enough).

Q: How do I give feedback or a review of the property?

Most owners will leave a visitor’s book, and both we and they welcome feedback both positive and negative, as it helps to improve our service.

Bedwyn’s will also automatically email you a link for a review after your return. Reviews are published online and unedited, so it is vital that they are fair and informative. They can be viewed at

http://www.upfrontreviews.com/reviews/3712/bedwyns/

We believe our property owners are trying their best, so please give them a chance to put things right during your stay. A property that has been consistently highly rated for years by previous guests shouldn’t suffer unduly because it has experienced a temporary problem. All properties should be clean, comfortable and safe, but please bear in mind that we offer a wide range of different properties which are quality rated and priced accordingly. We always represent really good value for money and that is what you should expect, but if you have booked a low-priced property then you should not expect it to have the same qualities as a more highly-priced one

Q: I’ve lost my keys, what do I do?

Please call the property owner straight away. They are solely and entirely responsible for dealing with property issues, including loss of keys. You will find the property owners’ contact details at the holiday property or in your final holiday details. Please look within the property or at the bottom of your final confirmation letter for the appropriate number to call. If you find it impossible to contact the property owner within a reasonable length of time Bedwyn’s will attempt to put you in touch with the appropriate person.

Q: I’ve lost my directions to the property

If you still have the paperwork or email sent when you paid the balance, a location map is included. This letter/email also shows the property owner’s details so if you have difficulties finding the property please give them a call, and they’ll be happy to help you. If you don’t have the letter/email/map then please call us at Bedwyn’s on 01723 516 700 – we will ask a couple of security questions and then give you the details you need. Alternatively, if you know the property name and address you can see a location map for that property on our website. This shows its approximate location so you know which area of Scarborough to head for.


all properties