Frequently asked questions: Explore our frequently asked questions page to help get the best from your stay with us.

Where is the Crabtree & Crabtree office?

Our Crabtree & Crabtree office is based at 1 Bridge Street, Kelso, Roxburghshire, TD5 7HT. Please do pop in and say hello if you are passing! Our office telephone number is 01573 226711.

When are you open?

Monday to Friday: 9am to 5pm
Saturday: 10am to 4pm
Sunday: 10am to 4pm (Kelso office open by appointment only)

We are open on Bank Holidays unless stated otherwise. There is a 24hr answering machine on the office telephone when we are closed so do leave a message and we will be in contact with you as soon as possible.

Do you have a brochure?

We do not have a brochure. As we take on new properties and with changes taking place in our existing properties, a brochure would go out of date very quickly. All of our properties are listed on our website with availability and pricing available for you to view.

Chronicles is our very own anthology of top local tips, family adventures, foodie secrets and doggy escapades. It’s a magazine that highlights some of what we - and some extremely talented chefs, designers and artisans - believe makes the North East of England and South of Scotland quite so remarkable. Download your digital magazine here or contact us for a printed copy.

Are there any discounts available?

Please visit our offers page to view our latest offers and discounts. If your arrival date is within 2 weeks, the owners may offer a late availability discount. Low occupancy discounts are also sometimes available out with high season.

Do you have any dog friendly properties?

We have a huge selection of dog friendly properties.

Our general rules are that dogs are not allowed upstairs, on the furniture or in the bedrooms. We also ask that you clean up after your dog. Some properties do have more rules so do check the individual property page for more details. You can also find further details in our terms and conditions.

Pre Booking Questions

How do I place a booking?

Most of our properties are available to book online through our website. If the property is not available to book online, please send us an email or give us a call to secure the dates.

What is a provisional booking?

We can provisionally hold dates for you for up to 48 hours with no payment and no obligation. If you have not confirmed or made contact with us before the 48 hours is up, we will have to cancel the provisional booking. We cannot hold provisional bookings for dates within four weeks.

Can I book 2025 / 2026 dates?

If you are enquiring about a property that doesn’t have 2025 or 2026 pricing, please contact us and we will confirm availability and rates with the owner for you.

How much do I have to pay now?

If your arrival date is within 8 weeks, you will be required to pay the full rental amount. If your arrival date is out with 8 weeks, a 20% deposit is due to confirm the booking with the remainder due 8 weeks before arrival.

A non-refundable booking fee applies to every booking.

How do I make payment?

Payment can be made by bank transfer or by debit/credit card. Please note you will be required to pay any additional bank charges for international payments.

What is a security deposit?

For most properties we require card details to be held on the system for the duration of your stay for the security deposit. We will request card details two weeks before your stay and pre-authorise your card one week before arrival. The amount varies between properties but it is between £250 - £1500. We will only charge your card in the event of damage to the property or its contents after we have informed you. The card details will be deleted automatically from our system after your departure if no issues are reported. 

For some properties, a refundable deposit will be required so you will have to pay the security deposit with the balance. We will refund this to you within 10 days of your departure if everything is in order. It will state online when booking if a refundable deposit is required or we will advise over the telephone when placing the booking. 

A security deposit is required to cover the cost of any damage or breakages to or at the property, any additional cleaning and the cost of telephone calls if applicable (over and above the stipulated amount of calls included as part of the booking). Please note that there is a charge if bed linen and/or towels are permanently stained by fake tan, make up or other. If you happen to break glasses or crockery during your stay, we would kindly ask that you replace like for like or leave cash for a replacement. Charges for damage to items up to the value of £50 are at the discretion of the owner. Guests will be charged where the replacement cost or cost of repair totals £50 or more. We reserve the right to hold the security deposit details for longer than four weeks if there is a dispute over damage, or we are awaiting bills/proof of damage.

When will I receive confirmation of my booking?

You should receive an email booking confirmation within 24 hours of placing a booking. Please contact us if you have not received your confirmation by this time.

What if I have to cancel?

Please contact us as soon as possible if you have to cancel. You will lose all monies paid towards the booking. However, if the dates rebook by another party, you will receive a refund and we will contact you if this happens. We will try our best to get the dates rebooked for you. We strongly recommend that cancellation insurance is taken out when making a booking. 

The booking fee is non-refundable.

Do you provide insurance?

We do not provide insurance at this time. We strongly recommend that you take out travel insurance when making a booking. We also strongly recommend that the policy covers you for personal liability claims in the event that accidental damage is caused during your stay.

Can I smoke in the property?

All of our properties are strictly non-smoking. If this is ignored, owners will charge a fee for fumigating a property - see security deposits above.

I am allergic to feather bedding, can you provide an alternative?

Most of our properties provide feather bedding or feather cushions. Please make us aware in advance of your stay if you have any allergies. We can check with the owners to confirm if feather items are provided and if an alternative can be provided in advance of you placing a booking.

Does the property have heating?

All of our properties have some form of heating. To see what type of heating the property has, please visit the individual property page.

Is Wi-Fi available?

Please visit the individual property page to see if Wi-Fi is available. (You can also check our property pages to see if a landline is provided, if satellite TV is provided and in some cases, what the mobile coverage is like.) Where a property offers Wi-Fi, please note that this is for recreational use and not for business purposes. In the more remote or rural areas, connection and speed may be variable and unreliable. If you have any concerns please contact us for details before confirming your booking.

Can I charge my electric vehicle at the property?

You can search for properties with an electric vehicle charging point before you book. For safety reasons, charging an electrical vehicle using any of the internal or external 13A sockets at the property is strictly forbidden. Local charging points can be found via the following maps: 

Zap Map



Tesla supercharger


Is there a booking fee?

A booking fee of £35 applies (including VAT). A lower booking fee of £9.50 (including VAT) applies for bookings at shepherd's huts. 

Pre Arrival Questions

What is provided in the property?

Bed linen, towels, all utilities, logs (amount stated on individual property page) and pre-arrival and departure cleaning is included. Owners are expected to supply some basic household items, including spare loo roll, kitchen cloth, tea towels, washing up liquid, pan scrub, pepper, salt, tea, coffee, sugar, bin liners, soap, spare light bulbs, as well as a few dishwasher tablets. Waterproof mattress protectors may be available on request and we urge guests with any concerns to request these in advance to avoid any charges for soiled mattresses. Otherwise we encourage guests to bring their own. If you are staying at a property over Christmas and New Year, a decorated tree and festive themed welcome pack is provided unless otherwise stated.

Is there a travel cot and highchair?

Please visit the individual property page to see if a travel cot and high chair is provided. Please note that bedding is not provided for the travel cot so you will need to bring this with you (unless otherwise stated on the property page). If you would like us to add these to your booking, please contact us.

What is provided in the welcome pack?

Welcome packs are at the discretion of each individual owner. To find out what is provided in the welcome pack, please contact the owner and/or housekeeper who will be able to advise. Their details can be found in the arrival arrangements.

What are the arrival and departure times?

This will all be noted in the arrival arrangements which are emailed to you once the balance payment has been paid. If you would like to arrive earlier or depart later, please contact the owner and/or housekeeper noted on the arrival arrangements and they will confirm whether this is possible.

Where can I find directions and the postcode for the property?

This will all be noted in the arrival arrangements which are emailed to you once the balance payment has been paid. As postcodes can cover wide areas, please ensure you print the arrival arrangements and take them with you.

How do I access the property?

Some owners and/or housekeepers will meet you on your arrival. For other properties, the keys will be left in a key safe and we will send you the key safe code by email. This will all be noted in the arrival arrangements.

I've not yet received the key safe code, what should I do?

The code is sent out at least 48 hours before arrival. If you still haven’t received the code by this time, please contact us and we will provide you with the details.

What should I do if I get lost en route?

Please contact the owner and/or housekeeper if you are lost en route. The contact details can be found on your arrival arrangements. If you are unable to reach the owners and/or housekeeper, please contact us but please note our office opening hours are 9am - 5pm, Monday to Friday and 10am - 4pm on Saturday and Sunday.

What should I do if I am unhappy with the property on arrival or experience problems during my stay?

We want you to enjoy your stay in our properties as much as possible so we try our best to ensure everything is perfect for you. However, sometimes things can go wrong or be missed. If you are unhappy or are experiencing problems during your stay, you must notify the owner and/or housekeeper immediately to give them a chance to resolve the matter for you. If you are unable to resolve the matter with the owner and/or housekeeper, please contact the Crabtree & Crabtree team. Please do not leave it until you have returned home as we are unable to help by that point.

What should I do if an item is damaged during my stay?

Wear and tear is inevitable during your stay and this includes the odd broken glass or chipped plate. We ask that you leave a note to notify the owner if something is broken during your stay so this can be fixed/replaced before the next guests arrive. For more serious/expensive items, the amount will be taken from your security deposit. Please ensure you notify the owner and/or housekeeper or Crabtree & Crabtree as soon as possible.

We may have friends to stay, would this be acceptable?

As long as the property is not over occupied and as long as you haven’t received a low occupancy discount, we are more than happy for you to have friends to stay during your stay.

I would like to organise catering for during my stay, how do I do this?

It’s best if you contact the cooks directly to discuss your requirements, please visit our Cooks & Chefs page.

I am staying for two weeks, is a change of bed linen and towels included?

Of course, the beds will be prepared with fresh linen and fresh towels will be provided. Please contact the owner or housekeeper to organise a suitable time. If you are staying for two weeks or more, you will be entitled to weekly changes. Please contact us if you would not like this service.

Post Departure Questions

I have left an item behind at the cottage, can I have it returned?

Please contact the owner and/or housekeeper noted on the arrival arrangements regarding your missing item. They will be able to confirm if the item has been found. They will require your address so the item can be posted back to you. Please note, you will be expected to pay the postage costs for the item to be returned to you.

What happens to visitor comments/feedback?

We request feedback by email. We share your comments with the property owner and/or housekeeper and in some cases, your feedback will appear as a testimonial on our website. Please state if you would prefer for the comments not to be used on our website.