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FAQs

We have compiled some of our most frequently asked questions – FAQ – should you have any other queries please do contact one of the team.

Booking Your Stay

Do you have set changeover days?

Our typical changeover days in peak season are Monday and Fridays. For short breaks throughout the rest of the year we allow checkouts on a Sunday (but not a Saturday). We try to be as flexible as possible but some dates that coincide with bank holidays are treated differently.

What time is check-in and check-out?

The 4pm arrival and 10am departure times are set to ensure the housekeeping teams have enough time to professionally clean, carry out maintenance and prepare the house to the highest possible standard which includes no parking at the properties until such time. 

 

In low and mid season we can possibly allow early or late arrivals and departures (charges can apply) however we don’t know whether this is possible until the day of arrival, as it depends on the condition the property is left in by the departing guests.

Why do you need the names and ages of all guests staying at a property?

We require names and ages of all guests for insurance and fire safety records. Some properties might also have specific restrictions based on the age of guests, which will be listed on the relevant property page.

 

Only guests named at the time of booking or added to the booking details before arrival are authorised to stay at the property. This should include any guests that may be joining or departing partway through the stay. 

Does the total number of guests a property sleeps include babies/infants? 

The majority of our properties accept an additional one or  two infants in travel cots (aged two and under). Please note that most properties only have one standard travel cot and high chair (cot bedding not supplied). 

Our group has one guest too many, can we bring a blow-up bed or sleep on the sofa?

Unfortunately, our properties don’t accommodate more than the stated maximum number of guests (not including infants in travel cots at most properties). This is for our guests’ general comfort and enjoyment of the property, as they’re furnished and equipped to the maximum guest numbers shown, along with fire safety requirements. No parties or events are allowed in any of the properties that exceed the number stated on the booking form.

Can we move our booking to another date or property?

Once the non-refundable booking deposit has been paid, the booking is confirmed. In very rare and exceptional cases, the owner may be willing to allow a booking to be moved to an alternative date within the same calendar year, however, this is at the owner’s discretion and can’t be guaranteed.

Unfortunately, bookings can’t be moved from one property to another without forfeiting the non-refundable booking deposit. If the rental cost has been paid in full, the relevant charges will apply, as stated in our Terms and Conditions.

Do you allow pets at the property?

All our properties are dog friendly – we charge £30 per pet. Guests must ensure that all dog mess is cleaned up on departure.  Do check each property for the number of dogs allowed.

Is parking available?

There is parking at all properties except those in the centre of Rye – Landgate House, Ockman House and Playhouse. There is nearby all day parking or Ringo street parking. More details are provided in our digital guide.  Do check each ‘Need to Know’ guide on the property page for the maximum number of cars.

PAYMENTS AND SECURITY DEPOSITS

What payment cards do you accept?

We accept debit and credit cards from Mastercard and Visa, we don’t accept American Express. We use Holiday Rent Payment through our booking platform Supercontrol who manage all secure payments. Should your cards details change, expire etc the payment will be declined and you will need to contact us with your new details.

Can I pay by Bank Transfer (BACs)?

Yes, details are provided on the booking summary.

What breakage deposit do you take?

We have two types of breakage deposits which depend on how you pay. 

 

If you pay by CARD  a pre authorised hold will show as a ‘pending payment’.

 

This amount is listed under ‘Security Deposit’ in your booking summary.

  • You will receive a notification from our payment provider, ‘Holiday Rent Payment’ confirming that the amount has been held. 
  • The held funds will be visible under Pending Transactions in your bank account and will be unavailable to use until released. 
  • The funds will be released a few days following your departure, if no damage is reported in the property. 
  • Please note the funds are not physically taken therefore you won’t see a refund transaction when the funds are released.  

If you pay by BANK TRANSFER (BACs) you will need to provide cleared funds for the breakage deposit a week prior to your stay. In order to return your breakage deposit you will need to provide your bank details as they are not held.

All bookings are not valid until all payments have been received.

What is your Cancellation policy and Terms & Conditions?

These can be found on our website – please follow the links to Cancellation Policy, Terms & Conditions.

Our Properties

What's included at a property?

What we do provide:

  • Bed linen and bath towels are included in all properties. We do recommend you bring beach towels if you want to hang out on the beach.  
  • Washing up liquid, dishwasher tabs (2 per day), kitchen spray, black bags for rubbish, clear or white bags for recycling, tea towels and dishcloths, 2 loo rolls for each loo, hand soap, salt & pepper. 

What we don’t provide:

  • Laundry detergent, shampoo & conditioner, bath/shower gel, travel cot bedding, charcoal for BBQs.  
Do you offer electric car charging at your properties?

Yes, a number of our properties include an electric car charging facility – a full list of properties can be found on our website

Please note, electric car chargers require an additional payment to be made at the point of charging.

Who do we contact if we have a problem during our stay?

In any cases where you encounter a problem, please contact us as soon as possible. You’ll be able to find details on your booking documents and in the guest digital guide. If calling out of hours we ask guests to send a text with the name of the property and someone will respond as quickly as possible.

Access / Mobility issues - which property is most suitable?

Properties with a ‘ground floor bedroom’ have a bedroom and bathroom on the same level as the main entrance. Please note, there may be steps into the property – If you or any of your guests have specific accessibility requirements, and you’d like to make an informed decision on whether a property is suitable for you, please do speak to us.

Is smoking allowed in the property?

There is strictly no smoking or vaping in the properties – any paraphernalia outdoors should be removed before you leave.

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Holiday Homes in Camber, Rye, Winchelsea & PETT LEVEL

For over 20 years, we’ve been the go-to for exceptional holiday cottages in the area. Now, with properties in Rye, Winchelsea and Pett Level, we offer even more fantastic options. Our cottages are perfectly located: walk to the stunning beaches or enjoy riverside and central locations in Rye.

Each property boasts unique charm and style to suit your preferences. Explore our curated collection below and find your ideal getaway. Whether it’s a romantic retreat or a family holiday, we promise an unforgettable stay.

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