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Coronavirus Advice – Kingask, St Andrews

Coronavirus Booking Conditions – Kingask, St Andrews

Updated 24th March 2020 – the Prime Minister announced that the UK is now in lockdown for at least the next 3 weeks. This will obvioulsy impact anyone who has booked in this period, we’re sorry we won’t be seeing you. Please review your options below.

Cancelling a booking

FOR ALL GUESTS BOOKED TO STAY UP TO MAY 24th 2020

Move your booking:

We would like to offer any guests booked to stay with Kingask up to May 24th 2020 the opportunity to move their booking to a date in the next 12 months, in the same property (to be taken by May 24th 2021)

Get a credit for your booking:

If you are booked to stay with us up to May 24th 2020 and don’t feel comfortable moving your bookings to later in the year and committing to dates at the moment – we can also offer you a personal voucher to the value of your existing booking, this will allow you to use this as credit against the same property at any date in the next 12 months (to be taken by 24th May 2021, final payment will be as per your orginal booking dates).

Your voucher will be generated by us and sent by email. We will also have a log of it should you lose it! This gives you the flexibility to check your own diaries or with multiple members of your party and re-book at your leisure on our website. You simply need to add your code at checkout and it will come off your total.

Please contact us to do so 01334 472011 or info@propertystandrews.co.uk

If you do not want to move your holiday to later in the year or receive a credit for your booking, we ask that you contact your travel insurer as a priority to find out your options. We will assist you through this process with any documentation you require to receive your refund.

Similarly, if you made your booking with a credit card, we ask you to contact your credit card company to receive a refund. Again, we shall assist you through this process with everything you need.

If you do want to take advantage of the above options, please do refer to our cancellation booking conditions below.

These are unprecendented times and we don’t have all the answers. This affects everyone in every part of the globe and we hope that by being flexible in moving your dates or offering you a full credit voucher (if you are booked to stay prior to May 24th 2020 ) that we accommodate the majority of our guests affected by this and welcome you later in the year or for Easter/ Spring next year.

We are of course sympathetic and would like to commit to understanding each indivudal case as it is presented to us.

Please do note that we will discuss individual cases with property owners should the circumstances dictate, but any variation from the booking conditions below must be at the property owners’ discretion.

 

Our cancellation fees are as follows;

More than 6 months prior to start of booking – 10% of deposit
Within 6 – 3 months prior to start of booking – 25% of deposit
Within 3 – 2 months prior to start of booking – 50% of deposit
Within 2 – 1 months prior to start of booking – 100% of deposit
Within 4 – 3 weeks prior to start of booking – 50% of full cost of holiday
Within 3 – 2 weeks prior to start of booking – 75% of full cost of holiday
Within 2 – 0 weeks prior to start of booking – 100% of full cost of holiday

 

More information

We do strongly recommend that all guests, in particular those coming from abroad, follow health and safety information from health officials as well as travel advisories from local authorities. For your convenience, we have provided a list of resources below.

 

 

What happens if I want to cancel because I am worried about catching Coronavirus?

 

Your contract is bound by the booking conditions above, but we shall do our very best to help as much as we can and have outlined different options above (please note: these are must always be at the discretion of the property owner). You will need to check with your travel insurer or credit crad company as to whether you would be covered for cancelling your holiday. If your holiday is booked for after May 24th 2020, please note balance payments are not due until 4 weeks prior to travel and we hope that circumstances will be different in a couple of months time.

 

What happens if I need to cancel my holiday because I catch Coronavirus or, I do not catch Coronavirus but have to cancel my holiday because I have to self-isolate or I am advised not to travel by a medical practitioner?

 

We will always do our very best to help as much as we can in terms of offering a change of dates (please note: date changes are always agreed in conjunction with the consent of the owner of the property; any increase in holiday cost would be charged, likewise any decrease in the holiday cost being refunded). If, however a change of dates cannot be accommodated, we do ask that you check with your travel insurer as to whether this would be covered.

 

What happens if I or one of my party feels unwell during my stay?

 

If you or a member of your party show symptoms that could be related to coronavirus you must follow the standard NHS guidance found at: https://www.nhs.uk/conditions/coronavirus-covid-19/. In addition, please contact us immediately and we will be able to assist you.

 

Can you guarantee the properties have been appropriately cleaned?

 

All our properties are cleaned and maintained to a very high standard with disinfectant products, and we have guided our cleaners to take extra measures in this regard, during the pandemic. Including special attention to all door knobs/ drawer knobs/ handles / key pads / remote controls etc.

 

Will you check with the owner whether they will allow us to change our booking to later in the year or to next year? 

Any holidays booked between now and May 24th 2020 are able to be moved or credited within a 12 month period (by May 24th 2021)

 

Thank you, all at Kingask

 

Q. Where are the local hospitals/health centres in St Andrews and nearby?

A. If you are concerned about your health or the health of a loved one while on your break in St Andrews, please take note of the following numbers and addresses should you require health care:

St Andrews Community Hospital

Largo Road

St Andrews

KY16 8AR

01334 465656

 

Ninewells Hospital

James Arrott Dr

Dundee

DD2 1SG

01382 660111

 

Anstruther Medical Practice

Crail Road

KY10 3FF

01333 310352

If you have an urgent medical problem please dial 111 or for emergencies, contact 999.

Q. What credit cards do you accept?

A. We accept all major credit cards except America Express. Sorry if this causes any inconvenience.

Q. Do you charge for using credit cards

A. No, there are no charges for credit or debit cards.

Q. What is supplied in the house for our stay

A. We provide a couple of toilet rolls, dishwasher tablets, and a few cleaning supplies to get you started for the beginning of your stay. We also provide mini hand soap in the bathrooms and shower gel and shampoo minis. There are shops nearby in St Andrews and Crail to purchase anything else you desire. We do not provide any food or drink.

Q. Where do we pick up our keys?

A. You pick up your keys from our office (even if you are collecting outside of normal working hours). The office is 2 miles outside of St Andrews. Type KY16 8PN in to your sat nav if you have one. We are the first entrance on the left before the Fairmont St Andrews hotel if you’re coming from St Andrews, or the first on the right after the Fairmont if you’re coming from Crail – there is a sign saying ‘Kingask House’. Please drive round the white house, there are ‘reception’ signs that will guide you. If you are arriving early, please can you let us know. We try to allow early access where we can but need to be made aware, so we can ensure that your keys are ready, or left in the safe to collect.

Q. What are your working hours?

A. We are in the office from 9am to 5.30pm, Monday to Saturday. You can call us on 01334 472 011 during these hours.

Q. What happens if I experience an issue during my stay?

A. We of course hope your stay is an enjoyable one. However if any issues arise or you have cause for complaint, please advise us immediately. We have a full time maintenance team and a list of contractors who are on call to resolve any issues as soon as we are made aware of them. Regrettably it is unlikely that complaints can be investigated and therefore accepted once you have departed, we hope you understand.

Q. I have young children, do you have any equipment we can hire to save us bringing it with us?

A. Yes, we have travel cots and high chairs you can hire @ £15 each. Linen is not provided with the travel cots. If you pre-order these we will ensure they are set up in your house ready for your arrival.

Q. Are towels included in the price?

A. Yes, towels are included in the price. We provide lovely bath and hand towels for each guest.

Q. Do you accept pets?

A. Most of our houses welcome well behaved pets. You can search using the ‘pet friendly’ filter on the search panel to see which properties are pet friendly in the location you require. To bring your pet costs an extra £20. There is an option to add a pet to your booking on the booking form on this website.

 Q. Will my property have wifi?

A. If having wifi is of importance to you, please use the search filter ‘wifi’ on the search panel to ensure that the properties returned to you all have wifi. Most of our properties do. Please be aware that wifi connection in the countryside can sometimes be slow and temperamental.

Q. Can we add a spare bed to our booking?

A. Yes, we have substantial camp beds that can be hired for use. A camp bed and linen (bed not made up) is charged at £50. The bed will placed in your house before your arrival at the property.

Q. Can you meet us at our property with our keys?

A. We do prefer it if you pick up your keys from our office. However, if you can’t make it up to the office, we can meet you at the property with your keys but there is an associated charge; £30 before 5pm, £60 after 5pm.

Q. Do you offer a private chef/catering service?

A. No we don’t, but we can recommend a fantastic caterer – St Andrews Event Catering – that will come to your rented home, cook you a delicious meal and tidy up afterwards! Just take a look at www.standrewseventcatering.com or call 01334 473 199 and tell them that Kingask sent you.

Q. Do you have any ‘house rules’ we should know of?!

A. Yes we do – they are also left in your property by your kettle for you to read. We really appreciate your compliance!

We hope that you enjoy your stay with Kingask and that you find the property as you would expect. 

So that future guests can enjoy it too, we ask kindly that you comply with the following:

  1. PLEASE DO NOT SMOKE IN THE PROPERTY.
  2. PLEASE DO NOT ALLOW PETS ON TO BEDS OR FURNITURE.
  3. PLEASE USE THE CORRECT COLOURED BINS FOR RUBBISH / RECYCYLING.

Fife Council, unfortunately, only empty the bins once a month therefore you may find the bins are full from previous guests.   If your bin is full please take your rubbish to a rubbish /recycling centre.  The nearest ones are at Crail Primary School (KY10 3UW); Anstruther Co-op (KY10 3JS) and larger recycling centres in Charles Street, Pittenweem (KY10 2QJ) and St Andrews Recycling Centre, St Andrews (KY16 8PJ – next to Morrisons’ car park).  Please do not leave any rubbish on the ground at the end of your stay, even if your bin is full, as this will be charged for.

  1. PLEASE ENSURE THAT APART FROM LOO ROLL, NOTHING ELSE IS FLUSHED DOWN THE LOO!
  2. PLEASE BE CAREFUL USING AND CLEARING OUT THE FIRE.  Embers and soot can damage the furnishings.  Logs are available to buy from Gray & Pringle in Anstruther (KY10 2BJ) and the Shell garage in St Andrews (KY16 9EX).
  3. PLEASE LEAVE THE PROPERTY AS YOU FOUND IT.
  4. PLEASE STRIP THE BEDS AT THE END OF YOUR STAY AND LEAVE ANY USED TOWELS IN THE BATHROOM.

Thank you for your co-operation and we hope you have a great stay in St Andrews and the East Neuk.