FAQ


Here are our most frequently asked questions.

Coroavirus - Covid -19

A brief overview -

Important Information -

Following the Covid-19 lock down a new set of national rules in Wales will be introduced, from the 9th November 2020 we can only take guests from within Wales from a single household (living at same address) until further notice, the guidelines will be reviewed in two weeks time.

Welsh Government Covid-19 FAQ from 9th November

The situation and corresponding guidance relating to Covid-19 is a fast moving and changing situation. We are following updates from Welsh Government and local authority guidance and legislation appropriate and applicable to the dates of your stay.

Please note Welsh Government or local authority Covid-19 legislation or guidance may differ from your main place of residence.

You can find the latest legislation and guidance FAQ's for Wales  on the Welsh Government website. 

Updated Welsh Government face covering guidelines from 14th September can be found Here

Please note there maybe changes to some of our FAQ's below due to Covid-19, when we have further clarification of any new requirements / legislation for self-catering / hospitality businesses from Welsh Government we will update the FAQ's, if in the meantime you have any questions or concerns please don't hesitate to contact us. 

We have highlighted in red in our FAQ below any additional information related to Covid-19 - we highly advise at minimum you look at our FAQ's again immediately prior to your stay.

Before booking

Important Information -

Following the Covid-19 lock down a new set of national rules in Wales will be introduced, from the 9th November 2020 we can only take guests from within Wales from a single household (living at same address) until further notice, the guidelines will be reviewed in two weeks time.

Welsh Government Covid-19 FAQ from 9th November

What is the arrival day / changeover day?

Station House - From Sept / Oct 2020 - Monday

Station Cottage       –  Friday

Murmur Aeron         –   Saturday

Rhoslwyn                -    Sunday

During low season we may be able to offer an earlier check in day for late break bookings, or shorter breaks provided it does not cross over into the following week.

How many do your cottages sleep?

Our cottages sleep as listed below – this is the maximum number, any requests to exceed these numbers will be declined. Please check the bed configuration suits your needs before booking as additional / temporary beds cannot be accommodated at any of our cottages.

Only booked guests are permitted in our cottages and grounds - NO VISITORS ARE PERMITTED. Due to Covid-19, there will be NO EXCEPTIONS.

Infants by prior arrangement only, please contact us before booking. Unfortunately  infants cannot be accommodated at Rhoslwyn.

Rhoslwyn – Sleeps max 3

2 bedrooms - 1x double bed 1 x Single bed

Station House – Sleeps max 4

2 bedrooms - 1 x double bed 2 x single - (bunk bed, top bunk - min age 6)

Station Cottage – Sleeps max 4

2 bedrooms - 1 x double 2 x single bed

Murmur Aeron – Sleeps max 6

4 bedrooms - 2 x double beds, 2 x single beds

How long can I book a cottage for?

The standard booking length for our holiday cottages is one week.

Short breaks may also be available in low season or as late breaks, 2 week breaks may be available during high season, see availability pages to see all available breaks.

Please note the maximum length you can book a cottage for is two weeks, we no longer offer stays longer than two weeks.

In regards to statement below due to Covid-19 we will not be entering the cottage to do a mid stay clean but will arrange an exchange of linen & towels and advise when we will be cutting the lawn.

A two week booking will include a mid stay housekeeping visit inc. linen change, dust, vacuum, mop which may take a few hours depending on the cottage (and lawn cut if required - weather dependent.) You don’t need to stay in for the housekeeping visit, all we ask is the surfaces / floors are kept clear.

What are short breaks and when can I book them?

Short breaks can generally be booked as late breaks in low season, minimum stays are generally three nights, though minimum stay may be longer. Take a look at our special offers pages or availability button to see available short breaks.

Do you accept children?

Our cottages are suitable for children under normal supervision.

Infants by prior arrangement only - please contact us before booking if you have an infant or infants in your party, some of our cottages have limited space for a cot or not suitable for more than one infant. Sorry we can't accommodate infants at Rhoslwyn.

We have a travel cot x 1, high chair x1 and changing mat x1 per cottage available by request at time of booking (plus a baby bath at Murmur Aeron). We can also fit a stair gate at upstairs at Murmur Aeron and Station House – please let us know when booking if you need one fitting.

Please note no bedding, linen or towels are provided for the travel cot so you'll need to provide your own,  also please bring rubber / waterproof under-sheets for young children using the beds.

Your booking

How can I book?

Go to the Availability and Booking page for the cottage you wish to book on our website to book online where you will find the booking process.

How much will my deposit be?

You will be asked to pay a non refundable 20% deposit at the time of booking or the full amount if your booking is 6 weeks or less before the arrival date. The remainder balance will be taken automatically using the same payment method the deposit was taken.

Can I pay the balance early?

Yes, you can pay the remainder balance at anytime before it is due, just let us know and we will send you an email with balance payment options.

How does the automatic balance payment work?

A week before the balance is due we will send you an email advising when the payment will be taken and also give the option to pay the balance with a different card or BACS.

What happens if the automatic payment fails?

We will let you know if the automatic payment fails and send you a link so you can pay with an alternative card or BACS.

Can I opt out of the automatic payment?

If you wish to pay by a different method, let us know before the due date and we will send a link so you can pay with an alternative card or BACS.

Can I pay in installments?

We don’t offer installments, however if you wish to pay part of the balance early let us know.

Before Arrival:

Important :

If you or any member of your party are showing any symptoms of Covid-19 you must follow current government guidelines and self isolate at your main residence and must not travel to the property. Please let us know as soon as possible if you cannot travel to the property due to any reason in relation to Covid-19.

Do I need holiday / cancellation insurance?

We strongly recommend you take out holiday / cancellation insurance, for example if you cannot travel or you have to cancel your holiday. It is advisable to buy your insurance as soon as you book your holiday.

You can find some advice from Which? About taking out holiday insurance for UK staycations. We suggest carefully checking your insurance policy cover details with your chosen provider including any exclusions.    

Cancellation Conditions

If you have to cancel for any reason:-

If a booking is cancelled less than 28 days before arrival then a charge equal to the full booking amount will be made.
If a booking is cancelled less than 42 days before arrival then a charge equal to 75% of the stay will be made.
In the event of a no show or booking reduction (after arrival date) the full cost of the booking is charged.

A link to our full cancellation terms and conditions including Covid-19 cancellation information can be found on our website booking pages in the  'Booking Terms & Conditions'

When will I get direction details?

You will receive direction details with your full payment receipt, including written details and a map attached to your email – we strongly recommend you save or print out the map and written details as the cottages are all a distance away from the postcodes if using a Sat Nav, the maps provided show you directions from the postcode to the cottage.

When can I arrive and how will I get the key?

Changes to meet and greet described below due to Covid-19 - We will still be meeting and greeting all our guests, however this will be outside the cottage at a minimum of 2 metre distance away, you will be verbally advised where to find the keys inside the cottage, we will not be doing a tour of the cottage. We will be happy to answer any last minute questions but this will be kept as brief as possible. 

We meet and greet all our guests personally on arrival when we hand over the key and give a short tour of the cottage, facilities and overview of the local area and attractions plus answer any last minute questions.

We appreciate it if you keep us informed if you are going to be more than 30 mins late as we do not live by the cottages.

See below for the check in times which allows us time to get your cottage ready before you arrive.

If you would like a later arrival you can choose a later time slot when booking online.

Rhoslwyn – 5pm

Station House – 5pm

Murmur Aeron – 5pm

Station Cottage – 6pm

Departure time is no later than 10am for all our cottages. 

With reference to statement below, due to on top of our previous standard deep cleaning processes, additional anti-viral sanitation processes are in place so therefore currently we are not able to offer an earlier check in if the cottage is booked immediately prior to your stay, if this changes before your stay we will let you know. We also kindly request guests depart no later than 10am to allow us to be able to prepare for the next guests.

We maybe able to offer a slightly earlier arrival time outside of high season weeks (usually an hour earlier than the times stated above) however this will depend on a number of factors including if it has been booked the week before your stay, we suggest to give us a call a couple of days before your arrival and we can advise if an earlier check in time is possible.

Your Stay

What can we expect in the cottages?

All of our accommodation is self- catering. It is kitted out with a standard inventory and this includes most things you would need to cook a meal or bake. You will need to bring all food and condiments.

We provide a welcome pack with a local treat, pint of milk and enough tea, coffee, toilet roll, bin liners, washing up liquid and dishwasher tablets to help you settle in for a day or so, including a hand soap at each sink. We also provide matches, firelighter and a starter basket of logs for properties with a wood burner, additional seasoned wood can be purchased locally.

All of our cottages have a garden of various size, where garden furniture is supplied, it will consist of wooden picnic benches or wooden benches. Please note though we try and do a lawn cut on changeover day this isn’t always possible so a mid week lawn cut may take place during your stay.

Bed linen, towels- one bath and one hand towels per person (please bring your own beach towels), 2 tea towels, a bath mat and an oven mitt are provided. If you are travelling with young children, we would advise bringing your own rubber sheets. We do not supply linen or bedding for our travel cots.

Is heating / electric included?

Yes, heating and electric is included at all of our cottages, with the exception of two electric heaters at Rhoslwyn located in the cinema room and conservatory, we include a starter credit in the meters, if you do need to top up the meters take £1 and £2 coins. (The main living areas and bedrooms at Rhoslwyn are centrally heated which is included)

Can I bring my dog?

We welcome up to 2 dogs at Rhoslwyn, Station House and Station Cottage - £3.50 per dog per night, max 2 dogs, dog towel and a dog bowl will be provided. Many local pubs and cafes also allow dogs.

Dogs should not be allowed on the furniture or left unattended in the accommodation. In the event of your dog fouling the garden, we do require you to clean up after them, there are dog waste bins at our cottages that take dogs, please bring dog waste bags with you.

Please do not bring or allow dogs into Murmur Aeron, Inc. the garden. (this is our pet free cottage).

We regret no other pets are allowed at any of our accommodation.

Will I have a mobile phone signal?

This will depend on the network provider you are with, let us know which cottage you are looking to book and your provider and we will try and advise as best as possible.

All of our cottages have payphones which can also take incoming calls.

Is there WiFi?

Yes all of our cottages have complementary WiFi. Rhoslwyn, Station House and Station Cottage have Superfast Fibre WiFi.

(The WiFi is supported by BT, we are not liable for any loss of the complementary WiFi service during your stay.) 

What do I do if I have an issue while on holiday?

In the unlikely event you have an issue; please give us a call via the ‘call the owner’ buttons on the phone provided (Free call), if we don’t answer leave a message and we will get back to you as soon as possible.

What is access to the accommodation like?

All of our accommodation has at least one car parking space. Please have a look at the access statement on the website which can be found on the details page of each cottage.

Can I bring my bike?

Yes, we welcome cyclists – please contact us before booking and we can advise how many bikes can be accommodated / local cycle routes and areas.

What’s it like to stay in a cottage in a rural area?

Our cottages are located on the edge of farmland or nature reserves with the opportunity to see wildlife in the surrounding area, Station Cottage and Station House are located on the edge of Cors Caron National Nature Reserve.

Bats and other wildlife may be present. Any disturbance caused by wildlife should be reported to us and we will take reasonable steps to assist. Please remember that bats and some other species are protected and it illegal to interfere with them or their habitat.

Is there a pub I can walk to?

Due to Covid-19 currently most of our pubs have been offering an advanced booking food take away service, as this is a rapidly changing situation we strongly advise contacting the establishment in advance to find out what services they are offering and how to order food during your stay. Please feel free to give us a call or drop us an email for more local information or contact details for local pubs and cafe's.

There is a pub in approx 5 mins walking distance of Murmur Aeron – bring a torch with you as there is limited or no street lighting.

The closest pubs to our other cottages are aprox 5 to 10 mins driving distance. Please ask about the walk from Station Cottage and Station House to Pontrhydfendigaid where there are two pubs. Takes around 1 hour each way, please be aware can be muddy in places and there maybe cattle / sheep in the fields.

Can I smoke?

All of our cottages are non-smoking areas. This includes the use of vapours and e-cigarettes.

Can I charge my electric vehicle?

Currently we do not allow charging of electric vehicles. Zap-map will be able to help you find the nearest charging points.

Can we use candles?

We do not allow candles of any kind in any of our cottages due to fire risk.

Is there a barbecue at the cottage?

We do not have barbecues at our cottages and do not permit the use of any kind of barbecues, fire pits or similar which involves naked flames, if having a barbecue at the cottage is a requirement of your stay regrettably our cottages will not meet your needs.

Is there a hot tub or pool or can I bring my own?

We do not have a hot tub, pool or paddling pool at any of our cottages. We do not allow guests to bring / use their own hot tub or pool at our cottages and requests will be refused. If you are looking for a hot tub / pool for your holiday or looking to bring your own regrettably our cottages will not meet your needs.

What happens if I break something during my stay?

We appreciate that sometimes accidents can happen. If you have a breakage, please let us know as soon as possible so we can get it repaired / replaced. We don’t charge for a minor breakage for example a wine glass but we do need to know so we have time to get a replacement before the next guests arrive. However we reserve the right to charge for breakages and damage to the accommodation.

Can I get supermarket groceries delivered?

Due to Covid-19 delivery slots may be limited / long lead time, please check in advance with the supermarket. 

Please check with local shops / supermarkets in advance for their Covid-19 rules for shopping as will vary, some are doing a click and collect service or is order in advance only.  

Opening times / days may vary from normal, please check with the shop in advance.

Yes, however, you’ll have to check with the supermarket that they deliver to the cottages postcode and you’ll have to be there in person to receive your delivery. It’s therefore a good idea to leave it until the first morning of your holiday in case you get delayed arriving. If you need basics there is a Spar in Tregaron which is aprox 10 / 15 mins from our cottages. 

There are also local village shops in Llangeitho and Ponrhydfendigaid depending on which cottage you are staying in with various opening hours.