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Frequently Asked Questions
Pre Booking & The Booking Process
Where can I find your Terms & Conditions?
When you make a booking you enter into a legal contract with the owner of the holiday property. To read a copy of the booking terms and conditions please click HERE.
When is my balance due?
You must pay one third of the Holiday Cost, any extras, and an administration fee, known as the Booking Fee, for each week or part week booked, when placing the booking with Lakelovers. The balance is due eight weeks before the Commencement Date. Where a Booking is made less than eight weeks before the Commencement Date, the Holiday Cost, any extras, and the administration fee is payable in full when making the Booking.
Can I cancel my holiday ?
If you cancel the Holiday Let, you are still liable to pay the Holiday Cost.
Lakelovers (as agents for the Owner) will seek to re-let the Holiday Property at the best possible price for the Holiday Period (but not necessarily at the Holiday Cost advertised on Lakelovers website). If the Holiday Property re-lets for the Holiday Period, monies received by Lakelovers as agents for the Owner will be used to refund you for the Holiday Cost paid less an Administration Fee of £80.00, and any extras already paid. This refund will be made within two weeks of the completion of the Holiday Period. If you have taken Holiday Insurance then you should contact your insurer for guidance. No refunds will be given for cancellations made within the four week period prior to the Commencement Date of the Holiday.
Will I get a mobile phone signal at the property?
We cannot guarantee you will get a reliable signal in your holiday home. In some of the more remote parts of the Lake District mobile phone signals can be poor or non-existent. Please check with your mobile phone provider if you need a definitive answer on the availability of your mobile network.
Do your properties have WiFi?
Where advertised, Wi-Fi service is available in your chosen property. Most properties provide free unlimited wi-fi but there are exceptions to this, for example, some properties can only obtain wi-fi via a dongle which the owner ‘tops up’ with a data allowance which you may or may not be charged for – information about such arrangements will be described on a property’s details on our website. Uninterrupted and high speed services are not always available due to service provider or technical issues and speed can vary from property to property. The service available is not intended for high data usage and/or use for business purposes. If necessary, we are happy to advise you where alternative sources of Wi-Fi are available locally. Bookings cannot be accepted if they are solely reliant on the provision of uninterrupted and unlimited provision of Wi-fi.
Could I bring any other pet than a dog to your properties?
There is no charge to bring a pet with you to one of our pet friendly properties. If you have another pet you would like to bring with you on holidays, we will need to check with the property owner before we can allow them at the property. Please call or email us if you have any queries. Remember please that dogs must not be left alone in properties or gardens, allowed on furniture including beds and all fouling must be disposed of appropriately.
I am bringing my dog. Will the garden be totally enclosed and secure?
If a property accepts pets we cannot guarantee the garden will be totally enclosed and secure. Whilst there may be outside space for your pet to explore, we do advise you to watch your pet at all times and ask that you clean up after them too. We cannot guarantee the garden will be directly attached to the property You risk losing some or all of your Good Housekeeping Deposit if you do not clean up after your pet.
What do the star ratings mean?
A quality score awarded for every aspect of the layout and design of the accommodation, the ease of use of all the appliances, the comfort of the beds, the range, and quality of kitchen equipment and, most importantly, cleanliness. The more stars, the higher the quality and the greater the range of facilities and services provided.
The following factors are used to assess the star rating:-
The star rating which is awarded annually is based upon an objective report referencing the nationally agreed standards set out by Visit England.
Do you provide cancellation insurance?
We recommend that our holidaymakers take out insurance to provide cover against certain risks including cancellation. We offer a tailor made policy in partnership with Endsleigh Insurance. This policy is available to purchase either online or over the telephone. Please CLICK HERE if you require further information or a quotation.
I have mobility problems. Do you have any properties, which will be suitable?
Although we do not grade properties according to the National Accessible Scheme some properties may be suitable depending on the level of mobility problems you experience. Our Sales & Customer Service Team will try to help you to find a property which meets your requirements if this is at all possible.
I’ve heard it rains a lot in the Lake District – will the property be warm and dry?
Whilst rain levels can be high in the Lake District, we do our utmost to ensure holiday properties will be warm and dry for your arrival. At times, due to the construction materials used on some holiday accommodation, old properties may be prone to damp patches and condensation on the walls during wet weather. These problems can be alleviated by the proper heating and ventilation of the property.
What does ‘private parking’ mean?
If a property is advertised as having “private parking”, then you have a space allocated for you for your holiday period. These details will be found in your travel directions. The space will not necessarily be directly outside the property.
What does ‘permit parking’ mean?
Your selected property may provide a permit to be used on a public road or public car park or private car park. If a permit is provided, every effort is made to provide a permit for a space that is as close your selected property as is practical.
Can I invite friends to stay?
If the total party size doesn’t exceed the advertised holiday accommodation occupancy limit, then additional guests are welcome to stay. All the beds in the property will be prepared. If you do wish to add additional party members then please contact the Sales & Customer Service Team as, if you have chosen the Good Housekeeping Waiver, an additional fee may be payable. It is important that, in the event of an emergency we know how many people are staying in a property.
Can you provide extra beds for guests?
Unfortunately, due to the terms of owner’s insurance, and for health and safety reasons, we are unable to provide extra beds for guests. We can only accept a booking up to the property’s maximum occupancy limit. If you do have additional guests, you may wish to search for another of our holiday properties.
How do I know what the setting of the property is like?
We do our utmost to provide sufficient information on our website, including written descriptions, attributes, photographs and a map function to describe the setting of a property. The information provided should give a clear description of a properties setting and surroundings. If you do require further assistance then please contact our Sales & Customer Service Team before you book.
What happens if we can’t access the property because of weather conditions?
No liability is accepted by the Owner or Lakelovers for access difficulties to the Holiday Property caused by weather conditions affecting any roads. Every effort will be made to keep you informed of adverse weather conditions which may affect public or private access to the property, however, road conditions can change rapidly. Therefore you are strongly advised to seek the latest information relating to access prior to setting off on your journey. We recommend that holiday cancellation cover is taken out to cover for such an eventuality. Please contact us if you would like more details or a quotation.
Is there a charge for electricity / gas usage?
Gas, Electricity and Water are included in your rental cost (within reasonable limits!) However, if your property has a multi-fuel stove or a log burner then you do need to provide fuel and matches for these, unless otherwise stated in the property description.
Will there be a supply of logs / coal?
Logs, coal and other items for wood burners or multi-fuel stoves will need to be provided by you unless otherwise stated in the property description or information provided after booking.
If I arrive and the property is not to my liking can I transfer to another property?
Unfortunately we would not typically be able to offer a transfer to another property should it not be to your liking as per the cancellation policy in our terms and conditions. If the property has significant problems meaning that it is uninhabitable we may be able to offer a refund or transfer you to another property.
What do we get on arrival? Welcome pack etc.?
Each property is individual, and therefore the items left for your arrival do vary. You should aim to bring all necessary provisions for your self catering holiday. There will be at least one toilet roll per WC and a starter supply (not necessarily a full week’s worth) of washing up liquid, dishwasher tablets, washing up cloth/scourer pad and tea towel(s)
Do you provide towels and bedding?
Yes, each bed will be made up ready for your arrival. There will also be a bath towel and a hand towel provided for each member of your party.
During your stay
Reporting problems and out of office hours contact
Our telephone lines are open between 9.30 am and 5.30pm Monday to Saturday (10am to 2pm on Sundays) the only exceptions being 25th, 26th December and 1st January when we are closed. We also have an out of hours contact number in case of maintenance emergencies that simply cannot wait until our office re-opens. The number can be found on your travel directions. The emergency telephone is available during the hours our office is closed up until 9pm. Attempts to resolve problems will be made either by Lakelovers in house team, the property owner or third party.
I have booked a two week holiday – will my property be cleaned during my stay?
We will undertake a full clean (including linen & towel change) over the middle weekend of your stay. If you would prefer that we did not do this, please do let us know.
Do I have to clean the property before leaving?
We ask that prior to departure you remove all used bed linen, leaving this at the foot of the bed, and that you place towels in the bath/shower facility. Please also make sure the property, fittings, and utensils are in a reasonably clean and tidy condition on your departure, and that you report any damages or breakages as soon as possible to Lakelovers. If you leave considerable mess in a property after your stay which requires additional cleaning (for example, washing up of crockery, pans etc.) this may attract a charge against your Good Housekeeping Deposit.
What do I do with the key(s) on departure?
If you collected your key(s) from a key box at the property, please place the key(s) back in the box and secure it by scrambling the dial. If you received your key(s) through office collection, please return them to the office. If you are returning your key(s) to the office on a day on which it is closed, or after hours, please post your key(s) through the letterbox.
What do I do with the parking permit on departure?
If you collected your permit from our office, please return to the office upon your departure. If the office is closed please post the permit through the letter box of our office. If the parking permit was in the property for your arrival, please leave the permit where you found it. See our terms and conditions about parking permits
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