Help - West Wales Holiday Cottages
West Wales Holiday Cottages
01239 810033

FAQ’s on bookings affected by the Covid-19

Please be assured that the safety of our visitors is paramount to West Wales Holiday Cottages especially in these challenging times.

The situation is changing daily and we are constantly reviewing the advice and guidance from the Welsh Government regarding Self Catering and Holiday accommodation

Please note that any regulations set out by the Welsh Government regarding travel and Holiday accommodation within Wales must be adhered to.

Who do I speak to regarding my booking?

West Wales Holiday Cottages arrange bookings as an agent on behalf of property owners. This means that you have a direct contract for the supply of holiday accommodation with the owners of the property.

Our role is to facilitate the booking between you and them by featuring properties on our website and administering the booking on the owner’s behalf.

The owner’s details are in your original booking confirmation - please contact us via email if you need further information or guidance.

My balance payment is due but I’m not sure if I will be able to travel?

As bookings for July and August 2020 may possibly be subject to restrictions, we have advised owners to consider taking balances later than normal, that is just two weeks before the start of the holiday. This is at the discretion of each owner.

Can I move my booking?

We would still like to see you in West Wales when it is safe to return, so please speak to the owner about moving your booking. Each owner has their own terms and conditions and will deal with your booking individually.

They will inform us of any changes and we will reissue a new booking form with the new dates.

We do not charge a booking fee for any bookings we take through our website and we do not charge any owners for moving your holiday.

Any contract we have with our owners is a separate agreement we have with them directly.


As we are an agent for the owners you must speak to the owner regarding any refunds.

We do not hold on to any of our guest monies and they are transferred directly to our owners on receipt.

We are happy to act as a point of liaison between you and the owner of your property at this difficult time but as per the ‘liability’ section of our booking conditions, we have no direct responsibility to make refunds or other compensation payments or arrangements to you on behalf of owners.


You may find the help you need in the answers to the Frequently Asked Questions below. If you can't find what you're looking for, please contact us and we'll be happy to help.

Before booking

After booking

Before booking

Do you charge a booking fee?

No, we don't charge a booking fee. We don't charge administration fees for handling your enquiry or amending your booking either.

Can I book a short break?

Yes, many of our cottages are available for short breaks. Short breaks can be booked online for some cottages at certain times of year. Otherwise, you can use the enquiry button to ask about the availability of specific dates in a cottage you like.

Are there any last minute discounts available?

Yes, lots of owners apply late availability discounts to their cottage prices. You can see reduced prices shown in red in the results of an availability search and also on our Late Availability Offers page.

How do I find a cottage to suit my needs?

Go to the Search page where you can use as many of the search options as you need to find the cottages which meet your requirements. If you'd like any help, please just call.

Do you have any cottages with easier access?

Yes, please see our page for Disabled Access Holiday Cottages.

How do I find cottages that are next to each other?

Go to our Groups of Cottages page.

Do I have to pay extra if I bring my dog?

Half of our dog friendly cottages welcome dogs free of charge. Any pet supplement will be mentioned in the cottage details.

Which beaches allow dogs?

Most beaches allow dogs from October to April. Some have restrictions in the summer months. See our guide to Dog friendly beaches for more details.

If the cottage page says 'No pets', can I be sure no pets have been there?

No. There may have been a pet allowed under special circumstances. If it is important to you that no pets have been in the cottage, please check with the owner or with us before you book.

How do I ask the cottage owner a question?

Click on the Send Enquiry button on the cottage details page and your question will be sent to the cottage owner.

Are the prices shown per person or per cottage?

The prices are per cottage. Some owners vary the prices depending on the number in the party, offering a Couple's Discount for example. Any such offers are shown in the cottage details.

How do I make a booking if I don't have an email address?

Just call us on 01239 810033 and we'll take your details over the phone. We'll then print the Booking Information and post it to you.

What is the star grading?

Star gradings are awarded by Visit Wales (used to be the Welsh Tourist Board) following an inspection. They say 'the stars reflect the facilities and overall quality of the experience'. Visit Wales say this is what the star ratings mean:

  • * Simple, practical, no frills
  • ** Well presented and well run
  • *** Good level of quality and comfort
  • **** Excellent standard throughout
  • ***** Exceptional with a degree of luxury

Why doesn't the cottage have a star grading?

Visit Wales only inspect and grade accommodation at the owners request and they charge a fee each time. Some cottage owners choose not to have a grading because they don't find it justifies the expense or because they don't agree with the grading criteria.

Can we book a cottage for more than the number it sleeps?

Usually, no. Occupancy levels are limited by the number covered by the owner's insurance and to exceed those levels would invalidate the insurance. A few owners have cover for higher numbers but choose to advertise for smaller parties. Please ask the owner or contact us before if booking to find out if a larger party can be accommodated.

Can we book even though none of us are 18 or over?

No. Sorry but a guest must be 18 or over in order to enter into the booking contract.

Do we need to bring our own bed linen and towels?

It depends on the cottage. Look at the cottage details page to find out if these are provided.

Are beach towels supplied?

No, please bring your own.

Does the cottage have a cot and highchair in it?

It depends on the cottage. See if it is mentioned on the cottage details page and if not, ask us and we'll find out.

Is cot bedding provided?

No. Even if a cottage does have a cot, guests will need to supply the cot bedding and linen.

Does the cottage have central heating?

It depends on the cottage. See if it is mentioned on the cottage details page and if not, ask us and we'll find out.

Do we have to pay any extra charges?

You will pay the rental and any other charges the owner has listed on the details page. The booking Terms and Conditions set out the circumstances when you might have to pay more. Wales Holiday Cottages don't charge a booking fee or any fees for handling your enquiry or amending your booking.

What are the check in and check out times at the cottage?

It depends on the cottage but the most common times are probably 10 am and 4 pm. The owner will send you details of the times after you have booked. If you need to know before booking, please ask the owner or contact us.

Why do you advise me to have holiday insurance?

Insurance cover can help you avoid losing money if you have to cancel your holiday or if the cottage owner has to cancel for reasons beyond their control. Depending on your circumstances, you may need insurance to help pay for medical treatment or for loss or damage to your belongings, for example.

Do you sell holiday insurance?

No. We strongly advise you to ensure you are covered by holiday insurance but we don't sell it.

After booking

I booked online so why haven't I had an email?

Your Booking Information email is sent out automatically when you complete the booking. If you don't see it in your inbox, try looking in your Junk or Spam folder. If you entered the address incorrectly when you made the booking, the email won't reach you. Contact us and we'll send you another copy.

It is possible that someone else was completing the booking form for the same dates at the same time as you. If they finished just before you, they will have secured the booking and so you won't get an email. Although this is possible, it rarely happens.

Why wasn't I asked for my card details?

You pay the owner after making your booking. You pay via our secure payment system, you will see a PAY NOW button in your Booking Information email.

How do I pay for the holiday?

You pay the owner direct. You pay via our secure payment system, you will see a PAY NOW button in your Booking Information email.

Did my payment arrive?

When you pay via our secure payments system, you will get an email confirming that the payment has been made; we will transfer the monies directly to the owner.

Can I change my holiday dates?

If the cottage is available, the owners may be willing to move your booking to a different date. There may be an additional cost. Please ask the owner.

Can I bring more people or pets than I originally booked for?

Only if you get the owner's agreement before your arrival. Otherwise the owner is entitled to make you leave the property before the end of your holiday, without any refund.

How do I cancel my booking?

Phone the cottage owner and then confirm by email or in writing. Please send us a copy using the address on the Contact Us page.

Do I get any money back if I cancel?

Your non-refundable deposit is - not surprisingly - non-refundable. So you don't get that back. According to the booking Terms and Conditions, the owner is entitled to keep all payments and to recover the balance if unpaid. If you sent a refundable damages deposit, that will be returned if you cancel before the start of the holiday.

How do I get directions to the cottage?

The owner will send you them. They are usually sent once the final payment has been received.

Can I have the cottage's post code for my Sat Nav?

That is in your Booking Information email.

How do I get a key to the cottage?

The owner will give you details on how to get into the cottage. It's different for each cottage and we don't hold those details.

Can we arrive earlier than the check in time?

Usually, no. There is a lot of work to do to prepare the cottage for your arrival and the cleaner or owner may be busy right up until check in time. If you want to request an earlier check in, you'll need to contact the owner well in advance and get their agreement.

Can we leave later than the check out time?

Usually, no. After you leave, the cleaner or owner may have only a few hours to prepare the cottage for the next guests. If you want to request a later check out time, you'll need to contact the owner well in advance and get their agreement.

Can we have some friends to stay overnight while we're at the cottage?

Only with the specific agreement of the owner. Otherwise you are breaking the contract and according to the booking Terms and Conditions, the owner is entitled to make you leave the property before the end of your holiday, without any refund.

What can I do if something doesn't work at the cottage?

Please let the owner know right away. They'll do all they can to have it put right as soon as possible.

How do I send feedback about the cottage?

  1. You can write in the cottage Visitor Book while you are there.
  2. You can email or write to the owner.
  3. You can complete the feedback form - look out for the email about this after the end of your holiday.

How do I make a complaint about a cottage?

If you are dissatisfied with an aspect of the cottage, please contact the owner while you are there to give them the opportunity to put things right so you can enjoy your stay.

If you need to complain after your stay, do so in writing to the owner within 7 days, in accordance with the booking Terms and Conditions.

The owner manages the cottage so they are the one who can handle your complaint. West Wales Holiday Cottages don't manage any of the cottages so we're not able to respond to any complaint about them. But we do expect the cottages to meet visitors' reasonable expectations so if you think there's something we should know about for our records, please email us at

How do I give feedback about your website or service?

Please use one of the means on the Contact Us page. We welcome all feedback because it helps us improve our service.

When do I get my damages deposit back?

Contact the owner to ask because it depends on their policy and on whether any part of it is being withheld. If the owner lives near the cottage, they should be able to inspect it before or soon after your departure but owners that live far away may not be able to visit the cottage immediately.