How do I pay the balance of my holiday?
You can pay the balance by BACs transfer or via the website through Paypal. Full details of these methods of payment can be found on the Terms and Conditions page under ‘payment’.
When will I receive my confirmation of my booking?
We acknowledge availability and bookings within 48 hours.
Can I arrive early at the holiday property?
Arrival time is strictly 4pm onwards unless there are exceptional circumstances and prior arrangements have been agreed with the Bempton Holiday Team.
How long can I stay on the day of departure?
Departure time is 10am unless there are exceptional circumstances and prior arrangements have been agreed with the Bempton Holiday Team.
How is the property equipped?
Both properties are fully equipped with cutlery and pans, glassware, electric, induction hob oven, fridge freezer, washing machine, dishwasher, microwave. Flat screen colour TVs are standard throughout the properties. Free WiFi broadband connection, hoists from bedrooms to en-suite wet rooms with shower tables and shower chairs. There is also a mobile hoist in the lounge area. In The Villa there is a through floor lift allowing access to the first floor.
Who is responsible for cleaning the holiday property?
The properties are cleaned between lettings so all you have to do when you arrive is unpack and put the kettle on. The hirer is however responsible for the property during their stay and we would ask that the house is reasonably clean and tidy at the end of their stay. If anything in the property is damaged during your stay, the Wilf Ward Family Trust may impose an additional charge for replacement or repair of any damaged goods.
Do I need to bring bed linen and towels?
Both properties are fully equipped with bed linen and towels.
Do I need to request a cot?
Both properties have a travel cot and high chair provided free of charge. You will be expected to bring blankets and bedding for the cot.
Can I take an additional pet?
Registered Assistance Dogs are welcomed free of charge. Other pets may only be brought with the prior consent of the Bempton Holiday Team and if, agreed, will incur an additional charge
How can I tell if the property is suitable for a wheelchair user?
The Wilf Ward Family Trust has tried to ensure that the properties are fully suitable for wheelchairs and if further clarification is required please do not hesitate to contact the Bempton Holiday team prior to booking.
What do I need to do if I have special requirements?
If you need additional support or further specialist equipment during your stay, please contact the Bempton Holiday team.
What are the safety considerations when staying at the properties?
We regularly inspect both properties to ensure they are always well maintained. The villa and beach house have been fitted with several specialist items of equipment and instructions on how to use this equipment is available in the ‘Instructions and Information’ folders at each property. We are able to provide training in the usage of equipment at a nominal cost.
When you arrive at your property, we would ask you to consider the following:-
- Check the layout of your holiday property so that in an emergency you can vacate it easily.
- Check the location of the fire extinguishers and fire blanket, and read the instructions
- If you are unsure how to use any electrical appliances, please read the instructions or contact the Bempton Holiday team
- Take special care when moving around the property at night
- Cots and highchairs must conform to local national standards. If they do not in any way, please tell us immediately.
- Look out for glass patio doors or glazed interior doors
- Keep young children off the balcony at the villa
- You should satisfy yourself that the equipment is safe and in good condition.
- Children should be supervised by a responsible adult at all times.
What do I do if I am dissatisfied with my holiday property?
At The Wilf Ward Family Trust we aim to provide all our guests with a very enjoyable holiday experience, but from time to time, we understand that things can go wrong and it is important we have your feedback to assist us in improving our customer experience. If you have had a bad experience, it would be great to hear from you. Please write to us with a full description of your experience to The Wilf Ward Family Trust, 5 Westgate, Pickering, North Yorkshire YO18 8BA.
What is the emergency phone line number?
The Bempton Holiday team are available from 9am to 5pm on Monday to Fridays and 9am to 12noon on Saturdays. If your emergency is during out of office hours please phone the Bempton number above and listen for the emergency ‘out of hours’ contact number.
There is 24 hour security provided by The Bay, and holidaymakers who require urgent attention regarding an onsite matter can call 08454 007 999.