Frequently Asked
Questions
Find the answers to your questions here
What is XCover?
We work with XCover who provide protection solutions for our customers. XCover have a great reputation within our industry, with the highest ranking among its peers on various review sites such as TrustPilot and XCover has won multiple local awards.
Your protection is subject to additional terms, conditions, and exclusions. Make sure you check your documents as coverage can differ based on your location.
Unless you have purchased protection that offers refunds without any reason required (called ‘Cancel For Any Reason’ or similar), you may be covered if:
If you or any guest have to cancel, interrupt or cut your trip short because you or a close relative becomes sick or injured and you can’t use your accommodation booking.
If your booking plans are affected by transit strikes.
You or another ticketholder are selected for jury duty or military duty.
For specific details about your protection, please log in to your XCover Account to see what’s covered.
How do I log in?
It’s very important that you retrieve your confirmation email from XCover and click the link to activate your XCover Account. Once activated you can file claims, view your wording, access further support options and easily contact XCover.
If you can’t find any XCover emails, please:
○ Check your spam or promotional folders.
○ If you have multiple email addresses, be sure to check them all.
○ If you made a typo when entering your email, we’ll contact XCover and you’ll receive your purchase confirmation. Allow a couple of days for them to resolve the issue. We need the following from you:
Updated details
Full name that you entered when purchasing from us
Your phone number
The date and time and timezone of your purchase
What you were purchasing for your underlying XCover Protection.
For any other questions, visit xcover.com/help
How do I file a claim?
You can make a claim using your login details as discussed above. Visit XCovers website to get started.
How do I contact XCover?
XCover doesn’t always offer phone support. If it’s available you will see it after activating your account. After activating your account you will also see XCover’s dedicated Help Center for our customers.
To find out more about XCover please visit their website here.
Welcome Hamper
• Prosecco
• Milk
• Bread
• Large bag of crisps
• Apple Juice (7N+)
• Cake or biscuits
• Tea, instant coffee, sugar
• Salt and pepper
• Kitchen roll
• Bin liners
• 6x dishwasher tablets
• Washing up liquid
• Sponge/cloth
• 2x tea towels
*Please note the above items are not included within the rooms at The Railway Hotel.*
• Noble Isle mini toiletries in all bathrooms
• 2x toilet rolls per bathroom
• Bath towel and hand towel pp
• Bath robes and slippers for adults
• Full linen
• Bathmat per bathroom
• Hair dryer
• Exclusive access to our concierge service
We do our utmost to be as flexible as possible, however the change of typical arrival and departure days are at the discretion of the homeowner.
Unfortunately we cannot allow a Sunday departure at our properties, however please do contact us and our reservations team will be more than happy to check your specific requirements with the homeowner.
Typically the majority of our properties allow two dogs as standard, however there are some that are restricted to one only. Please note that this is stated in the ‘At A Glance’ section. Dogs are typically charged at £25 per dog per stay, however we do have some properties where dogs are charged at £50 per dog per stay.
Please note that dogs are not permitted in the properties unattended unless they are in a crate. They are also not permitted upstairs, into any bedrooms or onto any of the soft furnishings in the property.
View our dog friendly cottages in Norfolk.
Yes, all of our properties must have at least one hairdryer.
Check in is from 4pm and check out is at 10am. If you request an early check in, we will do our utmost to ensure the property is ready however we cannot guarantee this. We can of course contact you on the day of arrival to advise if the property is ready sooner.
We offer a minimum of three nights as standard, however if you have a late enquiry our dedicated reservations team will happily speak to a homeowner to see if it could be considered.
Yes all properties that allow infants will have one travel cot, one highchair and one stairgate (where permitted). Please note we can provide additional infant equipment, however there is an additional charge for extra equipment. The charges are as follows; £20 for the first additional item and £10 for any item thereafter. Please also note provide the travel cot sheet, additional bedding would need to be brought with you.
The best way to find a coastal property is to browse our Norfolk beach cottages collection. Here you will find all of our cottages located by the sea so you can enjoy North Norfolk’s blue flag sandy beaches and traditional seaside towns.
We provide a starter pack of logs and kindling for all bookings between 1st October and 1st April.
Your access and directions with the necessary keysafe and alarm codes is sent through once you have paid the final balance of your booking.
Some of the properties have coffee machines, this is not a mandatory item on our inventory. We do state online if the property offers a coffee machine, please note we do not provide the beans, coffee or pods for these.
Yes, our last minute holidays Norfolk collection is home to cottages available when an impromptu break is needed. You can benefit from exclusive rates and offers on these luxury Norfolk cottages.
