Here are some of our most commonly asked questions. If your question is not here, please call the team on 01770 303113 or email us at firstname.lastname@example.org
I have seen a property I like but need to check with other family members, can I provisionally hold this? Yes, you would need to call our office on 01770 303113 and we can provisionally book it for you. We will hold the property for 3 days and if you have not confirmed by paying the deposit after the 3 days we will release the property.
How do I pay for my property? You can pay in a number of ways. You can book the property online and pay online with your credit or debit card. You can also call us on 01770 303113 and pay over the phone or if you are on Arran you can call into our office in Brodick and pay in the office.
When is the final balance of my holiday due? The final balance is due 8 weeks before your arrival date. We will send you an invoice for the remainder of the balance and you can pay it online or call us and pay it over the phone.
What’s a Good Housekeeping Deposit? Some properties require a good housekeeping deposit to be held in case of any major damages caused during your stay. It is taken at the owners request. We request your credit or debit card number to be held in a secure system (Sagepay) and we do not take the money, but it is taken as a deferred payment ( a pre-authorisation with your bank). We will administer this 1 week before your arrival.
When should I book the ferry? Book the ferry as soon as possible. The ferry gets very busy, especially in the peak seasons so it is essential to book well in advance. The sole ferry provider is Caledonian MacBrayne.
Will I get any directions to the house? We will send you out travel details once the final balance has been paid. These details give you information on the key collections arrangements and how to find your property.
What time can I get into the house from and when do we have to leave? The check in time is 3pm for all properties unless otherwise stated. This allows time for the changeover to be done from the previous guests’ departure. The check out time is 10am to allow time for the changeover to be done for the arriving guests.
When can I collect the keys for my property? All keys are collected from our local office in Brodick from 3pm on our day of arrival. We cannot give out keys earlier as we must allow the changeover to be completed.
I am arriving off a late ferry will the office still be open? The office is open Mon to Fri 9am to 5pm (all year round) and Sat and Sun 10am – 6pm (during the summer months). If you arriving after our office is closed we will make alternative arrangements with you. You travel details will note that you are to contact us 1 week before your arrival to find out what ferry you are arriving on and we will make any alternative arrangements with you then.
Is electricity included? Electricity is included in the majority of houses. If it is not included then this will be explained in the property description.
I am staying for 2 weeks, do I get clean linen during our stay? All guests staying 2 weeks or more will be offered a mid holiday clean and linen change. This will be after your first week and each week thereafter. You will not be charged for this. Any additional cleans and linen changes out with this cannot be arranged.
Is there an emergency contact number during our stay? We do not operate a 24 hrs on call service, however we are open 7 days during your stay. Each property has an information folder with emergency numbers to call for hospitals, police and electricity problems.
What do I do if the ferry is cancelled? We advise all guests to take out travel insurance in case of cancellations. We are aware of when there are ferry disruptions and we will keep a check on the ferry status and keep in touch with our guests. If you are in Ardrossan when the ferry is cancelled then there are a number of guest houses and B&B’s in case you need to stay overnight. If you are on Arran then you would be able to stay another night in your property if you are required to stay overnight. This will depend on there being any incoming guests. We would discuss your situation with you at the time.