Frequently Asked Questions

1. At the booking stage

“The cottage I want to book is showing as available on your website. How can I book it?”

You can book your holiday at Hawthorn Farm either online via our simple website booking system, or if you prefer, you can phone us on: 01304 290029. 

If you’re having any problems booking your preferred dates in your favourite cottage, please give us a call and we'll be happy to help you if we can. 

“Can I view a holiday cottage prior to booking it?”

We will of course try to organise a viewing for you, but because of the nature of holiday letting, we will need to find a time that's convenient for you, when the cottage isn't occupied. If you have any specific questions or needs relating to your holiday, or something about the cottage, then you can always give us a call and we'll do all we can to help you make the right choice.

“Can you reserve a holiday cottage for me whilst I decide?”

We will happily make a provisional booking for a holiday cottage for up to 24 hours to give you time to decide, or to talk to any other guests. Please be aware that we can only do this for you once, and the reservation will expire after 24 hours if the booking is not confirmed within this time.

“Can I stay at Hawthorn Farm over Christmas and New Year?”

Yes! Our cottages are all centrally heated and double glazed, and make a wonderful cosy base over Christmas and New Year. Because it's a very popular time of year for holiday lettings, you will only be able to book for 7 or 14 night stays over the Christmas/New Year period.

 “Can I stay in one of your holiday cottages for more than 2 weeks?”

Yes of course! Our cottages are perfect for short lets of up to 28 days at a time. They are fully furnished and all bills are included in the rental price, so they make a great option if you're looking to stay in the area for work; while your own home is undergoing renovations; or between house moves. If you'd like to discus the possibility of a longer stay at Hawthorn Farm, please call us on 01304 290029.

2. At the payment stage

“When do I pay for my holiday cottage?”

If you are making a booking more than 8 weeks before your arrival date, then you will only need to pay a 30% deposit at the time of booking. The final balance of your booking becomes due eight weeks before the start of your holiday. If you are booking less than 8 weeks in advance, then you are asked to pay the full rental charge at the time of booking. 

“How do I pay my final balance?”

If you pay the 30% deposit by credit or debit card, then the final balance will be automatically deducted on your balance due date. We will only need to contact you should we encounter any problems processing the payment. If you wish to change the card on which you pay your final balance, or pay before your balance due date, please do give us a call on 01304 290029 and we'll be happy to help you.

Alternatively, you are welcome to pay your final balance by PayPal, bank transfer or cheque. Please make sure you put your booking number and surname in the payment reference so we can allocate it correctly. Please also let us know if you have chosen one of these other payment options, so that we can look out for it.

“Will I get a reminder to pay the final balance if I haven't paid the deposit by credit or debit card?”

An email and/or text reminder will usually be sent to you a couple of weeks before your final balance is due. If you pay the deposit less than two weeks before your balance payment is due, then you may not receive our reminder - so you are always advised to schedule your final payment in your own diary! Please don't rely on our reminder to pay the final balance because non-payment by the due date may result in the cancellation of your booking. 

 “How much is the security deposit and what is it for?”

A security deposit of £250 per cottage is required in case of any losses, damages or exceptional cleaning needed after you leave. It is also an incentive to leave the holiday cottage in the way it was found! In certain circumstances, we may adjust the amount of the security deposit. For example if there is a group booking of 3 or more cottages. We will let you know if this is the case at the time of booking, so you won't get any surprises!

“How and when do I need to pay my security deposit?”

If your stay is for 7 days or less, the security deposit can be taken as a pre-authorisation on a credit card (which isn't actually a charge, but it enables us to make a charge to your card if needs be). We will need your card details for the pre-authorisation. This can be done automatically on the last card you used to pay. For stays of 8 or more days, we will need to take a payment of the security deposit with the balance payment, 8 weeks before your arrival. If you book your stay within 8 weeks of the start of your stay, then we will add the deposit to the total cost of your booking.

“When can I expect to get my security deposit back?”

We will endeavour to release your security deposit (less any necessary deductions and without interest) seven to ten days after your stay, once we have had a chance to go into the cottage to confirm that everything is in good order.

Please be aware that due to the nature of pre-authorisations, your bank/card issuer may not show any transaction information for the hold or release of funds that remain in your account. You will therefore only see any transactions for charges made for replacing or repairing any damaged or lost items. Please note that although the release of your security deposit is instantaneous at our end, due to individual bank handling times, the release of your security deposit can take up to ten working days to clear fully into your account.

If you pay the security deposit by PayPal, we can arrange a full or partial refund seven days after your stay. If you pay the security deposit by bank transfer or cheque, we will need you to let us know how you would like the security deposit to be returned to you.

3. Before your arrival

“What is provided in the holiday cottage?”

The facilities provided at each of our cottages are included on the cottage information pages on this website. If you have any specific questions, or requirements, please do give us a call before making your booking.

“Are towels and sheets provided?”

Yes, we provide bath and hand towels, as well as bed linen for the number of people/beds in your party. Please note that the towels provided are for indoor use only, so you will need to bring your own separate beach towels for use outside, as well as pet towels as needed.

 “What do I do if I cannot find the information I need on your website?”

If the information you are looking for is not provided in the individual holiday cottage information pages, nor in overview of "The Cottages" section, then please feel free to contact us by email or on 01304 290029 and we will be happy to answer any questions you have.

“I’m expecting an email from you, but I haven’t received it yet!”

Try checking your “junk” or “spam” folder, in case the email you are expecting has accidentally been sent there by your inbox. If you still cannot find it, please do contact us, and we will happily resend any missing emails. 

“When do I get the information in regards to our arrival and collecting keys?”

We will send you a final balance confirmation email which will include information about how to find Hawthorn Farm Cottages, what to do on your arrival and how to collect your keys.

“I will be arriving after 8pm, is this okay and how do I collect the keys?”

If you know you will be arriving outside after 8pm, please let us know at least three days before your arrival, so we can arrange to leave the keys in a safe location for you. If you are delayed for any reason, then please give us a call as soon as you know your estimated arrival time.

“Can I have the full address for my SatNav?”

The full address is Hawthorn Farm, Corner Drove, Ware, Near Ash, Kent CT3 2LU. We will send you directions (the things your SatNav and Google won't be able to tell you!) with your final balance confirmation email.

“Can I arrange a food delivery to the holiday cottage?”

You are more than welcome to arrange for a local supermarket to deliver food to your holiday cottage. Just give the full holiday cottage address as above and be sure to include the name of the specific cottage you are staying in, as well as your mobile phone number when making your food delivery booking. Please make sure that your delivery is ordered for after your holiday cottage check in time, and at a time when you are certain to be in there.

If you would like us to arrange a welcome pack of groceries and essentials for your first meal and/or breakfast, then we can arrange for this to be delivered to your cottage before you arrive, and cold items to be stored in the fridge ready for your arrival. You will be able to see what's available and to add any you'd like to your booking.

“What time will I be able to get into the holiday cottage?”

You're welcome to arrive and gain access to your holiday cottage any time from 4pm. If you know you're going to be arriving after 8pm, please let us know at least 3 days before the start of your holiday. If you find yourself running late then a quick phone call to let us know would be much appreciated.

"What time to we have to vacate the holiday cottage?"

 Please vacate your cottage no later than 10am on the final day of your holiday.

 “Can I arrange an earlier check in or a later check out?”

We will be happy to try and arrange this for you depending on how busy we are, whether we are expecting any other arrivals on the same day and when the cleaning team is scheduled to arrive. You may be able to extend your stay at Hawthorn Farm up to 6pm on the day of departure, but we will only be able to confirm this a couple of days before you leave.

The following additional charges will be made:

Early check in: between 2pm-4pm on day of arrival: £15 per cottage or from 12 noon: £25 per cottage (Please check with us  preferably at time of booking, as it we will need to confirm that the cottage can be prepared in time.)

Late check in: After 4pm: No charge (Please keep us informed by phone or email if you're expecting to arrive late, or if you're delayed for any reason)

Early check out: Before 10am on day of departure: No charge (Please let us know before your departure)

Late check out: between 10am and 12 noon: £15 per cottage or by 2pm: £25 per cottage (Please let us know at time of booking)

Extended stay: up to 6pm on your day of departure: £25 per cottage (Please request this at time of booking and we will confirm whether it's possible, a couple of days before the end of your stay)

 “Can I add extra guests on to my booking?”

As long as the total number of guests does not exceed the occupancy number stated on our website, then you are welcome to bring additional people to stay provided you let us know in advance. If you wish to bring additional guests over the number indicated to us at the time of booking, then we do ask you to provide us with full guest details, at least 7 days before your stay. If you are looking to have day guests visit you at the holiday cottage, we would ask that you contact us first to let us know as anyone unknown to us may be asked to leave.

 “Why do you need the names of our guests and ages of our children?”

We ask for the names and ages of your guests so we know who to expect for safety and insurance reasons. This is the same reason we need to know in advance if you would like to have people visit you at the holiday cottage.

“When do you need our bed configurations by?”

As soon as possible, and definitely a week before your stay so we can ensure to meet your needs.

“Can I bring a pet with me?”

Two of our cottages are pet friendly, so as long as the holiday cottage you have booked accepts four legged friends, we are happy to add these on to your booking for you. Please be aware that we can only welcome a maximum of 2 pets in each holiday cottage, and there is a £25 supplement charge per stay for up to 2 pets to cover additional cleaning. Please note that this charge may increase depending on the pet/s you are bringing. For any pets other than cats or dogs, please ask at the time of booking what the charge will be.

“Is there parking at my holiday cottage?”

Yes, there is parking for one car per holiday cottage within the grounds of Hawthorn Farm. If you are arriving in a large vehicle, or with more than one car, please let us know. You may need to park larger vehicles or additional cars on firm "off road" ground if the gravel parking areas are full. If you or a member of your party has a disability, or is a wheelchair user, you will be able to park a few yards from Primrose Cottage.

4. During your stay

“I can’t find something in the holiday cottage which I was expecting to be here. Where is it?”

As the owners live on-site, they know they cottages very well, and will be happy to help you to locate any missing items. Unless it's an emergency, your query will usually be dealt with between 9am and 8pm. Please feel free to email or text them outside of these hours, and they will endeavour to help you as soon as possible. 

“What should I do if I have a complaint about my holiday cottage?”

We work hard to make sure that everything about your stay is enjoyable and relaxing. In the unlikely event that something does go wrong it is very important that you inform the owners or our representatives immediately. You can do this through the emergency contact details that will be provided in the cottage information pack. Please do not wait until you return home as by this time, the chance to actively help will have passed. Even if you believe that nothing can be done to make the matter better, you must say something during your stay.

If you are unhappy with way any problem has been handled/resolved, then you must put a complaint to us in writing within 30 days of the end of your holiday. We will then attempt to resolve the matter as quickly as possible. Further information on our complaints procedure can be found in our Booking Conditions.

5. After your stay

“I think I’ve left something in the holiday cottage, how do I get it back?”

Please contact us by email as soon as you realise that you have left something behind. Please include details of the item, where you think you left it, and the address to which you would like it to be sent. We will do our best to find your missing items, but please be aware that there may be a delay in finding your missing item, as the housekeeping team can only enter the cottages between stays. If it is a heavy or precious item, then we may need to pass on the cost of postage to you. We will always let you know in advance how much this will be, before committing you to a payment.

“Can I give you some feedback on my stay?”

Yes of course! We welcome any feedback as it helps us to keep improving on our standards, and hopefully to exceed our guests' expectations! You will find a short questionnaire in your cottage, which you can fill in, and leave for us to collect at the end of your holiday. It will be about the specifics of your cottage and your stay, which is rather different (a bit more practical) than an online review.

"Where's the best place to leave an online review for Hawthorn Farm Cottages?"

If you would be so kind as to leave a review for potential future guests of Hawthorn Farm, on TripAdvisor, or in the Keep it in Kent Business Directory, or on Google Maps. we'd be very grateful!