Booking FAQ

The questions we are asked when people are looking to make a booking

Keys: Arrangements regarding keys, access to the apartment and route directions are sent out to you with your final payment receipt.

Cots and high chairs: These items are freely available by request on a first come first served basis. This can be arranged via your My Stay Planner or by calling the Underscar Reception. All cots supplied are travel cots.

Arrival and departure times: These are also given on your final receipt but are from 4.00pm on your arrival day, with a departure time at 10.00am on your final morning. Please try not to arrive early, in order to allow sufficient cleaning time.

Mobile Phones: All apartments have free Wi-Fi. Mobile signals may vary depending on your provider.

Linen/Towels: All beds are made upon arrival. There is a small charge if you require extra linen during your stay. Cot linen is not supplied. Separate towels for the pool area are provided, these can be collected from Reception. At the end of your stay they must be returned to Reception.

Parking: All apartments have one allocated parking space. Additional parking can be found outside the Reception area and is charged at £3.00 per night. There is no provision for caravans or camping.

Recycling/Refuse: We take recycling and responsible tourism seriously and we would appreciate you doing the same, even though you are on holiday. Please take care with regards to recycling and refuse and dispose of it responsibly as specified within each apartment. You will find mixed refuse, paper and cardboard and co-mingled glass, tin and plastic bins in the top car park by the coach house.

Cancellation: Holiday cancellation insurance is not provided by us or the property owner and is not included in the price of the holiday. In the event that you have to cancel your holiday, we shall try to re-let it for you. If it is re-let, monies received for the re-let holiday, less fees and extras already paid for, will be refunded to you. Further details regarding cancellations and your liability can be found in our Booking Conditions – Item 12. Please remember that if you cancel, you are still liable for the payment of your balance. Therefore, all holidaymakers are strongly recommended to take independent advice on appropriate holiday insurance.

Equipment: All our apartments have fully equipped kitchen, dining and lounge areas. You will see individual details as you read each apartment description. Each apartment is equipped with sufficient crockery, cutlery, kitchen utensils, dining and easy chairs, beds and bedding for the maximum number of people as indicated. Essential cleaning sundries are provided, please ask Reception for further details.

Lost Property: Please make every effort to ensure you take all your belongings home with you. A charge will be made for the return of lost property dependent upon size and value. Whilst we make all reasonable efforts to return items reported to us by clients after departure, we take no responsibility for lost property that subsequently cannot be found. We recommend that you engage the services of a courier if the item is of a certain value.

Electric Vehicle Charging Points: We have installed Electric Charging points, as part of our commitment to reducing our environmental footprint. These points are located in the car park in front of Reception. You can download the app “PodPoint” to begin using the charging points.

Find more detailed instructions here.

Food Delivery: Most supermarkets can deliver your food shop to your apartment. Please put your apartment name and the address below:

Underscar
Underskiddaw
Applethwaite
Keswick
CA12 4PH

Please note, staff members will not be able to sign for or unload your delivery should you not be present.

Emergency: In case of maintenance emergencies during a stay in one of our properties we offer a 24hr service with a special contact telephone number.