Frequently Asked Questions

Q. What time can we arrive and when do we have to leave?

You can arrive anytime from 3.00 pm on the first day of your holiday and departure is at 10.00 am unless otherwise agreed with Harrogate Holidays. This is so that the property owner or manager has time to prepare the property fully for incoming guests. We ask you to thoroughly read your directions at the time of booking confirmation and contact the owner/caretaker at least 3 or 4 days before setting off to discuss the time of arrival and key collection details.

Q. Departure - Do we need to clean the property before we leave?

We ask that the property is left in the same state of cleanliness and general order as found.

Q. Bed Linen and towels - what is provided?

All properties include bed linen in the rental price. You may have to bring your own towels, just check the property description that towels are not provided. Where towels are provided, please do not take them out of the property, please bring your own note swimming towels and cot linen if required.

Q. Are the properties inspected and what standard can I expect?

All of our properties are inspected by Managing Director Alison Hartwell, who has 35 years experience in the hospitality industry, before they are accepted into the Harrogate Holidays portfolio. The majority of our properties are then independently inspected by Enjoy England and awarded and Visit England quality 'Star' rating from 1 through to 5, which are explained below. In summary, the more 'stars', the higher the overall level of quality you can expect to find. Here is a summary of "Visit Britain" star ratings, you will see applied on our website:

Simple, comfortable, no frills
Well presented and well run
Good level of quality and comfort
Excellent standard throughout
Exceptional with a degree of luxury

Special note to our disabled customers - we are pleased at Harrogate Holidays to help disabled guests find holiday accommodation appropriate to their needs. Please ensure that the descriptions and locations of holiday accommodation are checked carefully and that your needs and requirements are made known to our staff when making your reservations. We will then check direct with the Property Owner that your needs and requirements can be met and, if requested, an access statement will be provided for the property as soon as possible.

Q. Furnishings and Equipment - What can we expect?

Each of our properties is individual, which is part of the attraction of a self-catering holiday, however we ensure that our properties have everything you need for an enjoyable stay.

All our properties have hot water, bathrooms and flushing WCs; kitchens will have all the equipment, utensils and appliances you would expect for everyday use. Sitting rooms will have enough comfortable chairs for the maximum number accommodated and so will the dining table. There will also be at least one colour TV. Looking at the photographs featured on the website and description will also give and guide to the equipment and furnishings. If you have any questions please call the office on 01423 523333 or speak to owner of the property prior to arrival. (Owner’s details will be supplied on confirmation).

Q. Internet Access?

Many of our properties offer Free WiFi, please be mindful that Internet speeds may not be as fast or as reliable as at home. Whilst the property owner and Harrogate Holidays will endeavor to assist with any internet issues, they cannot be held responsible for internet provider/technical problems. Please note we will not be able to re-locate guests due to internet issues.

Q. Pets - Can we bring our pet?

Pets are allowed in some of our cottages at an additional charge of £20 per pet per stay, please check the property descriptions and note that we cannot accept responsibility for their safety and wellbeing. Please note that even if a property has an enclosed garden, does not necessarily mean it is “escape-proof” – we find very few gardens actually are!

Q. Pets - Are there any guidelines we should adhere to?

Please note that pets are only allowed on the understanding that they are under close control, properly exercised off the premises (any fouling must be cleared without delay), kept off the furniture and out of bedrooms. Please note that pets should never be left unattended in our properties, and guest towels should not be used for pets. Please also remember to bring your pet their own bedding!

Q. Are there any other costs I need to consider?

Most properties in the Harrogate Holidays portfolio include fuel and power in the rental price. A limited number or properties may charge a supplement for fuel however this will be included in the property details.

Q. What is the cost of my stay?

Prices are split into three seasonal bands of high, medium and low.

Each property has its own individual rate, the other additional costs to consider are pet charges, costs payable for extra heating/fuel, extra bedding, early or late check out charges.

We charge a booking fee of £19.00 for the service we offer. You can pay by debit cards (Switch/Maestro/ Delta or Visa Debit) and credit cards (Visa Credit/Mastercard or American Express).

If you are booking more than 8 weeks in advance we require a deposit of 25% to secure the property. The balance of the rental is due 8 weeks before the start of the holiday. When you are booking within 8 weeks of the start date of the holiday we require full payment at the time of booking.

Q. Bookings – Do you accept short breaks?

Short breaks are available most of the year, they are charged at the following rate; a 2 night stay is 60% of the weekly rate, a 3 night stay - 70% of the weekly rate, a 4 night stay is 80% of the weekly rate and 5 nights is charged at 90% of the weekly rate.  If you are staying for 6 nights then these are charged at the weekly rate. Short breaks are available to book online but if you have any problems, simply call the office on 01423 523333 or email us at

Q. How do I make changes to my stay?

If you need to make changes to your booking, please call us to discuss the changes. If it's possible to accommodate them, we'll be happy to help. Changes to an already booked holiday involve extra paper work and require us to contact the owner of the holiday property. To cover these additional costs we ask the holidaymaker to pay an administration fee of £25 + VAT.

Q. I need to cancel my stay?

We highly recommend that you organise holiday/travel/cancellation insurance which suits your own circumstances to minimise the financial risk of going on holiday. If a holiday is cancelled then Harrogate Holidays will not issue a refund. Please take a look here for a tailored insurance quote.

Q. Booking Conditions – What are they and why do we have them?

Booking Conditions outline the legal contract between you and the owner of the holiday property. You can click here to see The Terms and Conditions and they will also be shown at time of booking. They outline the obligations between you the guest and the owner.

Q. Online Bookings?

The availability on our website is as accurate as possible, however we do receive bookings by email and fax. We endeavor to honour the first booking made. In the case of a duplicate booking you will be contacted within 48 hours of your online reservation and relocation options will be offered or if you have made a payment, a full refund.

If an error occurs online, for example a discrepancy in pricing, we will contact you again within 48 hours of your online booking, for you to decide whether you would still like to go ahead. A full refund will be available or a relocation option given.

Q. Problems - what do we do if we have a problems at the property?

At Harrogate Holidays we try to ensure you have an enjoyable stay, but very occasionally things go wrong. If a problem occurs you should, in the first instance, contact the owner/caretaker who is responsible for the management and maintenance of the property. Any assistance provided by Harrogate Holidays in resolving a complaint in relation to your booking is provided on a goodwill basis and in our capacity as an Agent. Any problem must be reported whilst staying at the property then there is an opportunity to rectify the problem.

Q. Security Bonds

Some of the properties featured in our porfolio request a security deposit of £100+ at time of booking. This bond will be administered by the owner of the property and will be returned after the property has been inspected and deemed undamaged.