FAQ’s


Jump to:
Pre-booking Questions
Property Questions
Post Booking


Pre-booking questions:

QHow do I search for a holiday/stay?
A -Search by area:  In the top menu bar click on ‘Area’. Here you can explore the different areas and then search the properties in that area.
A -Search by accommodation: In the top menu bar you will need to click on accommodation. Here you can search for accommodation according to your specific requirements.
A – Search by date available: In the top menu bar you will need to click on booking and select your dates. Here you will see all the properties that are available for your selected dates.

QHow do I book?
A- Online: Once you have found your ideal property for your selected dates, click the book now button. From here it will ask you for some details. Once completed your booking will be confirmed.
A – Phone: It is possible to book over the phone however we are an online business and therefore would prefer all bookings to be done online where possible. If you feel the need to book over the phone then please call 03003 021311 between the times of 9.30am – 4.30pm Tuesday to Friday.

QWhat if I cancel?
A – If you wish to cancel your booking with us, you will have to do so through the Website you originally used to book your stay. Depending on the notice given will depend on the refund given.
To find out more information about this, please go back to the booking terms and conditions, to which you agreed, when booking your holiday with Jane’s Places.

QWhat are the property’s change over days?
A – The property’s change-over day is normally the day the previous guests check out.
The change over days are different for every property, for the time of year. For the busy times of years, they tend to be a Friday or a Saturday. When shorter stays are accepted on a property the change over days tends to be a Friday or a Monday or Tuesday.
If when selecting your dates you are unable to select your requested date but yet shows that the date is available, then this could be due to the property having certain change over days.

QCan I have my holiday on another change to another day than the one allocated?
A – Depending on how near it is to the holiday’s dates (within 30 days) would determine if we are able to make an exception of a different change over day.

QDo I get housekeeping included? A – Housekeeping is included weekly for stays of 14 days or longer, we will arrange with you to come in at a time that is convenient for you to change overall bed linen and towels and dust round. (This is included in your booking price).
If you would like housekeeping more regularly you can have this for an additional fee. An option should have been given to you to add this when you booked. However you can still request this after the time of booking, just contact us.

QDo you have a minimum stay requirement?
A – We have a minimum night stay of 3 nights.

QWhat are the rules around bringing dogs?
A – We do have guidelines for dog owners.  We do ask all dog owners to adhere to these guidelines:

  • Dogs must be under control at all times while on the property.
  • Any fouling of lawns etc. must be cleaned up.
  • Dogs must not lie on beds, chairs, or sofas, and hair must be cleared up before departing.
  • Dogs must not be left alone in the property
  • Dogs must sleep in their own bed or the dog beds provided (where applicable).

QHow do I find out about a property’s local area?
A – There are three ways to research the property’s local area.

  • Either click on an area located along the top menu bar of the website
  • When you are viewing the property description page click on the ‘Local Area’ link.
  • Upon booking, we will be in touch to assist you in making your stay as memorable as possible, giving you a chance for you to ask as many questions about the local area as possible.

QCan I bring an extra person or an infant?
A – Each property clearly states in the description on the max capacity a property can comfortably sleep. However, does not include infants sleeping in cots. Some properties have additional pull-out beds or sofa beds so please read the property’s description to see if the property accommodates this.

QHow far in advance can I book my holiday?
A – We take bookings from anything from 6 months to 18 months in advance. If you cannot book your selected future dates through the online booking system then please contact us and ask, as it depends on the agreement we have with the owners as to when we release future dates.

QAre there any extra costs?A – There is an extra cleaning fee to help with the cost of cleaning. This is because we do not counter this cost into our nightly price and regularly offer special offers and discounts, therefore, we need to be sure that cleaning costs are covered.
There also may be a charge for additional gas and electric costs. We counter in a fair usage cost into the nightly price however if this is exceeded we reserve the right to charge accordingly. Please read the terms and conditions at the time of booking.


Property Questions

Q Is there parking at the property?
A – You will read the information on parking on the properties description page

QIs Wifi supplied at the property?
A – All our properties have Free wifi supplied – however, the speed cannot be guaranteed due to available signal strength in the area.

QAre linen and towels provided?
A – Yes towels and linen is provided in all our properties.

Q What are the smoking rules at the property?
A – Strictly no smoking allowed in the properties. Some properties will have designated outdoor smoking areas clearly marked. However, if this is not the case then please smoke away from the property and its surrounding land.

QWhat is included in my property?
A – At Jane’s Places Holiday Homes, we provide the basic necessities needed for your holiday.
This includes:

  • Milk
  • Biscuits
  • Salt & Pepper
  • Cooking oil
  • Tea, coffee & sugar
  • Mini toiletries
  • Towels
  • Bed linen
  • Cutlery and crockery
  • Dishwasher tablets (where applicable)
  • Laundry powder / tablets / conditioner
  • Tea Towels
  • Dishcloths
  • Washing up brush
  • Washing up sponge
  • Anti-bacterial spray

QAre towels and bed linen provided?
A – Yes one large towel and one small towel as a standard is provided for each person staying.

QWhat basic food supplies are provided in my property?
A – At Jane’s Places Holiday Homes, we provide the basic necessities needed for your holiday. This includes:

  • Milk
  • Biscuits
  • Salt & Pepper
  • Cooking oil
  • Tea, coffee & sugar
  • Cutlery and crockery

Q Is there a high chair, cot, stair gates, or fireguard provided?
A – Yes these are supplied however you may need to request this in advance. So please contact us to request these items.

Q Is there a ground-floor bedroom or bathroom?
A – The property’s description will say if a ground-floor bedroom and/or bathroom is available.

Q Do I have Sea/ Water/ Garden views?
A – The property description will specify the type of views the property has.

QDo you accommodate longer stays?
A – Here at Jane’s Places, we can accommodate longer stays. We also provide discounts for stays over 7 days and 28 days.
In Hartlepool, we have a number of near-identical apartments in the same block. Therefore please do contact us about longer stays even if the calendar says we currently cannot accommodate it, as we may be able to move things around to accommodate your longer stay.

QHow much deposit is required?
A – We require a 50% deposit at the time of your booking with us.

QIs the garden enclosed? And how enclosed is it?
A – If in the property description we specify an enclosed garden then we are 98% confident it is enclosed meaning that dogs should not be able to get out and we are fairly confident that you are not overlooked.
If in the property description we specify semi-enclosed then we are saying that there may be areas where smaller dogs can get out and you may be overlooked.

This will vary from property to property so please contact us if you would like us to be more property specific.

QWhat sort of Fireplace do I have?
A – In the property’s description we will specify what type of fireplace you have.

QIs the property suitable for wheelchair users /disabled users?
A – For each of our properties we have an access statement stating the width of doorways, rooms, and details of any steps in out and during the property. Please feel free to request this from us.

QDoes my property have a hot tub?
A – Your property description with specify if a hot tub is available.

QDoes my property have games/play equipment?
A – As a standard, we supply some basic board/card games. The property description will specify if we have any additional play equipment.


Post Booking Questions

Q – How do I pay?
A – You can pay online by clicking the ‘book now’ button on your selected property page.

50% deposit is due upon booking and the reminding amount is due no later than 30 days prior to your stay. The final amount is charged to your card used at the time of your booking.

Q -When do I receive my booking confirmation/directions/check-in information?
A- Please wait for a confirmation email of your booking (within 24 hours in a working week Tues – Fri, or next working day if booked over weekend Sat-Mon). The regards of the emails will depend on whether you have paid the full amount at once or the required 50% deposit. You will receive the relevant check-in information 48-24 hours prior to your arrival.

Q – Who do I contact before I arrive at the property or if I have any questions?
A- We will be in contact with you via email upon booking with the booking confirmation and again with check-in details 24-48 hours before your stay. We are here to assist you with your holiday/stay and you are welcome to respond to any of these emails with any questions or ways we can assist you.

Q – What time do I arrive?
A – You will be contacted via email with the time you can arrive at the property from. Each property will have a slightly different check-in time, however, normally it’s somewhere between 3pm – 4pm.

Q – What time do I depart?
A – You will be contacted via email with the time you need to depart from. Unless otherwise specified this is normally no later than 11 am

Q – Can I check-in / out any earlier?
A – It is possible to check-in / out of your property up to two hours earlier or later for a set fee. You would be given an option to select this option at the time of booking. You can request this at a later date however we may need you to give us at least 7 days’ notice to guarantee this. A request within 7 days may result in us not being able to accommodate your early check-in or late checkout.

Q – What do I do if I am not happy with something when I arrive or experience problems during my stay?
A- Contact your housekeeper in the first instance, and either email us or call us between Tuesday – Friday 9.30am – 4.30pm. If your matter is urgent then please call our out-of-hours number.

Q – What do I do if something gets damaged?

A-Owners expect that a certain amount of wear and tear is inevitable and this applies to the odd smashed glass or broken plate.

However, if something does get damaged while at the property please inform the owner at the earliest opportunity so that it can be fixed or replaced in time for the next holidaymakers.

It is sometimes reasonable to expect to pay the owners for more serious damages and breakages such as incidents to carpets, broken windows, furniture, etc.

Q -Do I need to clean the property before I leave?

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