all you need to know
Frequently Asked Questions
Please contact us on 01326 702326 if you are unable to find an answer to your question below.
How do I make a booking?
First you will need to decide on the accommodation that best fits all your requirements. If you need any help with this, please do not hesitate to give us a call. Next you need to select your holiday dates. Once you have done this, follow the steps online. If you would rather speak to a member of our team to help guide you through your booking then please call us on 01326 702326. We will then confirm your provisional reservation via email and hold it for you for 48 hours. If your selected dates are less than eight weeks away, we will ask you to confirm this as a booking as soon as we receive your provisional reservation request.
How do I pay for my holiday?
Once we have confirmed your reservation via email, you can pay your deposit and/or balance with a credit or debit card online via the link in your email. If you would rather do this over the phone, please call us on 01326 702326. If you wish to pay by bank transfer, please call us.
What are your Booking Conditions?
Please find our Booking Terms and Conditions here.
When do I get directions and arrival details?
Once you have made your final payment the directions and arrival details will be emailed to you at least two weeks before your holiday. These include the necessary keycodes to access the site and your property. Please do familiarise yourself with these details prior to your holiday and do not hesitate to call us on 01326 702326 if you have any questions.
What is the arrival time?
The arrival time is 4pm. This ensures our Housekeeping Team have had the required amount of time to get everything clean and ready for your arrival. If you arrive before this time, we suggest you familiarise yourselves with the site and visit our on site café.
What is the departure time?
The departure time is 10am. This is absolutely necessary for this time to be prompt in order for our Housekeeping Team to prepare the accommodation to our required standards for the next guests.
Where do I park?
There is a large private car park at the entrance to Trevassack Lake for visitors and additional cars. Using the code in your Arrival Details, open the barrier and proceed to your property where you will find your allocated parking. There is one space each ( for Serpentine Cabin, Quartz Cabin and Calcite Cabin and one space for Lizard House (all labelled). Clare Milne House has private parking for one car alongside the property – these spaces can accommodate an average size car. Bradbury House has its own private parking for two cars alongside the property.
There is a drop off and pick up area for use by Clare Milne House, Lizard House, Serpentine Cabin, Quartz Cabin and Calcite Cabin.
Do you have an Accessibility Guide for the accommodation?
Each accommodation has its own, bespoke Accessibility Guide. Please check the individual accommodation pages to see the Guides.
Is bedding provided?
Duvets, pillows (two per person) and full bed linen is provided.
Are towels provided?
Bath and hand towels are provided per person which are not to be removed from the your accommodation. Please bring your own beach and watersports towels.
What is provided in the accommodation?
You can see a list of what is provided here.
Can we hire accessibility equipment for our holiday?
The Accessibility Guide has a list of the equipment we have available for your holiday at the bottom of the page – all available free of charge (subject to availability). If there is anything you require that is not listed then please discuss your needs and requirements with a member of our team on 01326 702326.
Will the hot tub be ready on our arrival?
We maintain hot tub hygiene to HSC Regulations. As a consequence of this, it is not always possible to have the hot tub at the desired 38 degrees on arrival time at 4pm. We will of course endeavour to achieve this for your arrival whenever possible.
Can I bring my dog on holiday?
We have three properties that accept dogs, and you will be able to see this from their listings. They are only accepted on the strict understanding of the following rules:
That they shall be kept on a lead at all times whilst outside the property
They must be properly supervised at all times and must not cause nuisance, excessive noise, disturbance or threat to anyone
They must not be left unattended in the property
They are not permitted in the bedrooms or on the furniture
All pet hair and waste must be cleaned up and appropriately disposed of
They must be at least one year old and fully house trained
They have an up-to-date annual vaccination for Distemper, Canine Hepatitis, Leptospirosis and Paro Virus
That their flea treatment is up-to-date
Before deciding to bring your dog in the summer months you should bear in mind that they are not permitted on many beaches at this time. For further information please check here. No more than two dogs are allowed per property.
There is a charge of £30 per pet per week or short break.
Where the property does not accept pets, Trevassack Holidays cannot guarantee that there have been no pets previously kept at the property.
Can I bring another type of pet?
Should you wish to bring a pet other than a dog on holiday with you, please contact us on 01326 702326.
What is your smoking/vaping policy?
There is a designated smoking/vaping area within the grounds. Please note there is strictly no smoking or vaping in or around the accommodation or grounds, other than the designated area.
Can I bring extra guests?
Our accommodation description stipulates the maximum number of guests allowed. This may not be exceeded in any circumstances and only those listed on the booking confirmation may occupy the accommodation.
The travel cot provided may only be occupied by a child aged 24 months or less.
What if I need to cancel my holiday?
Our cancellation policy can be found in our Booking Terms & Conditions here. First you will need to confirm your wish to cancel in writing (email or letter), then we are able to start the cancellation process – but please give us a call to discuss.