Customer Guidelines

At Character Cottages we know that your holiday is precious time for you, your family and friends and that’s why we want to make it as hassle free and safe as possible, giving you the peace of mind to sit back and enjoy. We’ve therefore created a list of things you should consider before you arrive, whilst you are at the property and before you leave to come home.

Before you Go

Are you and the rest of your party fit to travel? 

If you or any of your party develop or have any symptoms of Covid-19 within 14 days of your holiday, you must inform us at least 48 hours before you are due to arrive.  You will need to check your travel insurance regarding their cancellation guidelines. 

Your Car

The chances are your car has been sat on your driveway or limited to short journeys over the past few weeks. A full check of tyres, water, oil etc. would be advisable before setting off on any long journeys. If you don’t already have roadside assistance, this is another worthwhile consideration.

List of Items to take with you:

There are a few items that in the past wouldn’t have made your holiday essentials list, but we think it would be wise for you to consider packing the following items alongside your sun cream and walking boots. 

- Face masks – especially if you are thinking about visiting any popular tourist attractions where the volume of people might make it difficult to social distance. These should be washed each day so you may need to think about packing a few if you are planning regular days out. 

- Disposable gloves – we’re thinking if you need to top the car up with fuel or use an electric vehicle charger en-route. Remember these should always be single use and disposed of after each interaction, so for other activities hand sanitiser may be best.  

- Hand sanitiser – whilst hand soap this will be provided at the property, we recommend bringing your own hand sanitiser, especially for when out and about where it may not be possible to wash your hands.

- Contactless card - for payments, and it is worthwhile taking some cash to ensure you don’t have to visit an ATM. 

- Reusable coffee cup - it is great for the environment and allows a takeaway while cafes are socially distancing. 

- Picnic blanket - again, you may wish to enjoy the delights of local cafes and restaurants with a takeaway while social distancing is in place.

- Tickets or online order numbers - if you are planning to visit a local attraction, you may need to book in advance while entrance numbers are reduced to allow social distancing. Please check before you leave and if possible, book your slot in advance.

- Wind break or markers - if you are concerned about social distancing at local parks or village greens, then a wind break or something similar may help guide small children to their “safe” zone. 

- Card games, scavenger hunts and more - you may want to think about a few games to enjoy at your holiday home. 

- First aid kit - including Paracetamol, antihistamine, etc.

- Thermometer – to ensure you can check for a fever.

- Food – if your local shops are busy at this time, then the ones in smaller towns and tourist destinations are likely to be even busier. Many of the big supermarkets have more delivery slots opening up, particularly if you order in advance. When liaising with the property manager, you could ask about local farm shops which may be offering deliveries too.

- Clothes detergent – consider whether you may want to wash items such as your face masks frequently whilst away.

- Disinfectant wipes - sanitising cleaning products.

- Handwash – ensure you have enough for your party for your stay.

- Bin bags - although the property manager will leave you bin bags, they will not necessarily know how much rubbish you will accumulate during your stay so it’s best to be on the safe side.

While you are Away

If you or any of your party become ill or display any symptoms of Covid -19 whilst you are at the property, you should call us or the property manager straightaway.

- Waste and bins - ensure all rubbish and waste is disposed of properly in secured bags and left in the location advised by the property manager.

- Mid-stay cleans – in line with Covid-19 industry guidelines, housekeepers are unable to carry out mid-stay cleans. If your stay exceeds nine nights then you can contact your property manager to arrange for additional linen and towels to be left at, or delivered to, the property.

- Toys and games – some toys and games may have been removed from the property if cleaning and disinfecting them is not practical. We recommend bringing your own.

Before you Depart 

Please ensure that the property is left in the same condition that you found it. 

If your property has a dishwasher, please load this and turn it on prior to leaving.

Please strip all beds of bedding prior to leaving and leave in the location advised by the property manager.

Please leave any used towels in the bathroom

Adhere to social distancing regulations.

Check in and Check out

In order to give the housekeepers ample time to clean and sanitise the property ready for your, or the next guest’s, arrival, we must ask that you adhere to the strict check in and check out times noted on your pre-arrival paperwork.