Frequently asked questions

• What time is check-in and check-out?

  Arrival for all properties is 3pm and departure is 10:30am. Late check-out may incur a charge of £100

• How do we get the keys to the Shepherd Hut?

  Shepherd Hut Keys will be in the lock box by your Hut and you will be emailed with the necessary code before your arrival.

• Will anyone be at the property to greet us?

  Yes, normally we greet guests and provide a full view run through of how to use the property and equipment, facilities on site etc. If we are not available we make arrangements for late arrivals.

  In the property there is also a file with essential information and we’re on site 7 days a week to respond to queries and provide information and support as required.

• How child friendly is the property?

  Our Shepherd Huts and Campervan pitches are located alongside our Marina and Boatyard, which both have inherent risks associated.

  Supervision and adherence to all signs and parental supervision of children is essential at all times.

  Whilst we take great care to keep you safe, accidents can happen and we are not held responsible for such accidents (to the greatest extent permitted by law). It is your responsibility to supervise children within your booking. If you notice that any equipment looks faulty and/or unsafe you must inform the owners as soon as possible. Please do not allow children in the laundry room for their own safety.

  There is a children's play area adjacent to the Restaurant. Shepherd huts have a travel cot, high chair, and baby bath.

• Are dogs allowed in the Shepherd Huts?

  We only have one dog-friendly hut available (Sark - Yellow Hut) and ask that dogs are well-behaved and kept on the lead by the property and planting area. We welcome well-behaved dogs on leads in other areas of the Marina provided all mess is cleaned up and disposed of conscientiously in the bins provided.

• How do we access your full terms and conditions?

  Our current Terms and Conditions are available here

• What is your cancellation policy?

  Any request to cancel a booking must be made in writing to us. You shall remain liable for all the payments due in respect of the reservation whether or not they have been paid at the time of the cancellation. We will use our reasonable endeavours to re-let the property in respect of the cancellation period. If we are successful, you will be refunded the difference between the monies you have paid less the sums receivable from the re-letting after deduction of all costs and expenses incurred by us which shall include an administration fee of 5% of the total booking fee.

  ALL APPLICANTS ARE ADVISED TO TAKE OUT PERSONAL HOLIDAY CANCELLATION INSURANCE.

  This policy is reproduced from our Terms and Conditions T&C’s

• Can visitors access the marina and boatyard?

  Access by visitors and guests to the Marina and Boatyard is strictly prohibited to those without boats in the Marina and it is important that you pay attention and adhere to all notices and directional signage.

• When do you take and refund the damage deposit?

  We get a pre-approval to deduct the deposit 24 hours before your arrival and that expires 24 hours after you leave. We only deduct for significant damage. We do expect you to treat our home as if it were your own. We will charge if specialist cleaning is required, or for damage to large items.

  The loss of a glass or cup we understand is wear and tear.

  If you do accidentally damage something we’d much rather know in advance of you leaving so we can arrange for a replacement or tradesperson to fix it ahead of a changeover. This includes damage to items if additional cleaning is required.

  In the event that you or anyone staying at the property during your reservation period causes damage or incurs a need for specialist cleaning or maintenance services or leaves the property without settling invoices for additional services or supplies received during your reservation period you will be notified in writing of the details of any extra costs incurred within 7 working days after the end of the reservation period and this amount shall be deducted from the Damage Deposit and/or payment will be required by you.

  For full details, please see Clause 14 of the Terms & Conditions

• What is something doesn't work?

  If anything is broken or does not work, please contact us during office hours. We’re on site 7 days a week and will happily respond to any such queries or concerns. Additionally, you will be provided with an emergency number.

• Is smoking permitted?

  No, we strictly do not allow smoking inside any of our premises. Doing so will cause smoke alarms to be triggered and will infringe our fire risk assessment and insurance. We do provide places to dispose of cigarettes outside including the restaurant terrace and shepherd hut decks (on request). Please do not dispose of used cigarette butts on the ground.

• Can we have visitors?

  We do not allow additional people to stay at the property. This will incur a cost and infringe the insurance. You may have day visitors but strictly no overnight stays. Car parking is strictly limited and we can’t guarantee space will be available.

• Can we leave a review?

  We always welcome reviews. We send a link to review us at the end of your stay. If you would like to give us personal feedback, we welcome honesty and are always looking for ways to improve what we do, so do not hesitate.