The majority of the people who book holidays through HH have done so before, many of them several times. When they do so they choose very distinctive things because we are simply not the same as most firms in this business and very different from big national firms. Our customers choose us because they like our frankness; they choose not to be seduced by masses of huge pretty pictures at the expense of detailed written descriptions, they choose local knowledge, expertise and a willingness to listen and help/suggest over ignorance and indifference, and they choose us because our performance in the past has led them to place their valuable trust in us.

HH has been a family business since 1982, a partnership of Su and Euan Bowater, in recent years joined by me, and the excellent team of now 20 who administer and inspect (see star ratings). Based in Chagford within the Dartmoor National Park, we are at the heart of the West Country and know it and the cottages we let very well. We all visit the properties regularly and will tell you exactly what we think of them when you phone to ask. They would not be in our portfolio if we didn't think they had merit and offered you an excellent chance of a very happy holiday, and if our existing customers didn't agree such a huge majority of our bookings every year would not come from them, their friends, relatives and work colleagues. A recurring theme in the questionnaires people kindly return to us after their holidays is how 'helpful' our owners are - and our staff. Approximately 95% of questionnaires express great delight. We laughed when our IT department started automatically replying to e-mails sent to us with the words "Humans are now dealing with your enquiry," but perhaps this best sums up HH - Helpful Humans.

"Important points to note" and "Frequently asked questions"
Where can we find information about a property’s location? The region headings describe the general area around a property and the descriptions of the nearest village or town will include information about shops, pubs and other local amenities; if the description doesn't say the local village has a shop and/or pub, assume it hasn't. If a property doesn’t have its own location description, that‘s because we have written about the location somewhere else on the page already. The description of the property will tell you how far it is from the nearest settlement.

What can we expect from properties? We describe and picture properties on our website and in our brochure to try to give you the best idea of what a property is like. We write the descriptions (not owners). We describe how a property is laid out and the outstanding or slightly unusual pieces of equipment/facilities. While we try to be as objective and straightforward as possible, we are regularly told by customers we understate the attractions of the properties. We prefer it this way round. Our star ratings are a guide to our feelings on the overall quality of furnishing, décor and ambience (see left). You can find a general inventory of what to expect in any of our properties on page 157.

What about all the ‘terminology’? We condense our descriptions as much as possible to pack lots of information into the space available. As a result we use some ‘stock’ phrases which might be unfamiliar to describe properties. If you find anything in the descriptions you don’t understand, the Glossary at the bottom of this page might help; if it doesn’t, phone us and we will.

What about more specific information? The symbols under the property description give specific information about the property and the facilities it offers. You will find the key to the symbols on the far left.

Are all properties self-contained? Yes, and you will have sole use of the entire property we describe, except in very few cases where we say you will not or that facilities are shared.

Are swimming pools safety supervised? No. Neither outdoor nor indoor pools are safety supervised and you and your party use them entirely at your own risk.

When are swimming pools open? Pools which are outdoor are heated and available for your use between Spring Bank Holiday and the second week in September unless we say otherwise. Indoor pools are available all year except in a very few cases (see descriptions). If you want to swim later/earlier, please check with us. Some owners have ‘house rules’ about the use of swimming pools which limit late night and very early morning swimming. All are reasonable, but check with us before you book if this is important to you.

What about telephones? We only mention them if they are there. We don’t comment specifically on mobile coverage because it is so variable both from place to place and amongst networks. There are a few magical places in the West Country where mobile reception has never been detected by us.

What about pets? Whether a property accepts pets is indicated in the symbols under the description (see far left). We must always know how many pets you want to bring and if you want to bring more than one we will always need to ask owners first. Even if the first pet is free, the second or more will be charged for. Please see our Terms of Business on page 163 for our general house rules relating to pets but NB, if dogs chase sheep, they are liable to be shot by farmers, and if you need (for allergy reasons, for instance) a property which pets NEVER enter, please always ask us. It cannot be assumed that all owners who don't accept dogs never allow a dog (guide dogs, for example) in the property.

What help do you give people with mobility difficulties or who use wheelchairs? Disabled customers should carefully note those properties we particularly recommend (see symbols guide – far left). If we indicate in the symbols 'suitable for the partially disabled' (or in the property description), it means access from car drop off to property is short and fairly level (2 - 3 steps up or down at most) and there is a bedroom and bath or shower-room with loo at entrance level. That is all it means; it is only a guide. If we say a property is suitable for wheelchair users, it means that the property and facilities have been specifically designed with wheelchair users in mind. If you have disabled people in your party, please always discuss the property's suitability for them with us, in detail, before booking.

When can we arrive at the property we have booked? Properties are available from 3 p.m. on the first day of your holiday and you will need to leave by 10 a.m. on your departure day. If a property has different change-over times to these, we will let you know at the time you book.

Who do we contact before we arrive? Contact details will be printed on your booking confirmation. You should phone the designated contact a few days before you arrive to discuss arrival arrangements with them.

Can we change the names of the people in our party after we have booked our holiday? Yes, and there is no charge for it either. We understand your party's composition may alter before and during your holiday; however, we must know, in writing and in advance, the names of all guests and the dates they will stay in the property. The overnight total must never exceed the maximum number the property is advertised as accommodating and owners may place restrictions on the number of ‘swaps’ they are happy to accommodate during a booking.

Can we invite friends to stay? Yes, but the number of people we state the property 'sleeps' in our description is the maximum permitted to stay in it or use its facilities (swimming pool, for instance). That does not mean you can’t invite a few friends for a meal. However, it very much means they can’t stay the night (only those named on your booking confirmation can do that), or camp nearby and come round every day and you can’t throw a party involving extra people at the property without making special arrangements with the owner who will take legal action if you haven't and do.

Do we need to clean the property before we leave? Yes, please. Owners or caretakers clean all properties between lets, but, PLEASE, leave yours clean, otherwise the owner or caretaker may have a terrible struggle to have it thoroughly clean for the next holidaymakers.

Can we smoke inside all properties? No, and we clearly indicate those properties which are 'No Smoking'. Please do not smoke inside these properties. Where properties do permit smokers, for safety reasons please never smoke in bedrooms.

What if we are not happy? If you find anything wrong, tell the owner (most live very nearby and are human) or the caretaker (human too) AT ONCE. They will be anxious to put it right at once. If they do not seem to be or you can't get hold of them, then tell us, AT ONCE (01647 433593). Outside our normal office hours please phone our office and follow the instructions on the answerphone. We run a 24hr, 365 day a year emergency service for customers' problems. If you experience problems the owners might be able to resolve, but we or they do not hear from you during your stay, it is no good writing afterwards to say you had a horrid holiday having not said a word to anyone at the time.

Is there anything else I should know or be prepared for? Walking and footpaths: some of the most beautiful places in the West Country are not accessible by car but are via footpaths so remember to bring a pair of walking boots or your 'wellies'. West Country roads: off the main ones, these are often narrow. So are village streets. Come prepared and please be willing ('road rage' amongst locals is virtually unknown) to reverse to a passing place if your car is the nearest to one. When judging the time it will take to get somewhere look carefully at a map – a mile of a motorway may take less than a minute but on a country lane it can take 10 (or more). Country roads are rarely lit by artificial light. If you want to walk to the pub, bring a torch. Country sounds: Do please note that the countryside is seldom silent: cows moo, cockerels crow, rooks caw, owls screech, blackbirds sing, so come (perhaps with earmuffs) prepared for these hazards. Properties on farms or estates: many owners welcome you on their land, securing gates and keeping pets under control. On some farms where we say 'you are welcome' there may be opportunities to help (haymaking, orphan lamb feeding, egg collecting, for example). On the very few farms where we say you can 'help', the farmer will always try to find something (congenial) for you to do, but bear in mind that sometimes there might be nothing (congenial anyway) with which you can help. All farmer-owners will be delighted to show you their animals (if there are any), but, please, never expect the farmer to look after your children unaccompanied by you.
Old houses/cottages: among the many joys of living (as we do) in one of these is that they are much closer to nature than modern houses. That means spiders, daddy-long-legs and other non-harmful insects like living in them and although owners (despite often not minding them themselves) fiercely evict them on 'change-over' days, they may return given a chance. It also means that if the weather is very wet or humid (the West Country is humid) and the heating has not been on (as in summer), slight signs of damp may appear - not serious or dangerous, but maybe babies and elderly people should avoid these properties. Putting the heating on (never assume no heat will be required in summer) and leaving a few windows open to avoid condensation should quickly cure the problem. Owners will always help.

We think that covers all the general things, but if you have any other questions please ask us and we will help.

Glossary & Inventory
Aga – cast iron range-style stove with at least one continually hot oven and one less hot oven. Stays on all the time (unless we say otherwise in the description) and provides warmth as well as a being great to cook with.

Bathroom (en suite) – bathroom connected to a bedroom with bath, washbasin and loo.

Bathroom (suite) – bathroom with bath, washbasin and loo.

Cob – traditional building material of ‘chocolate box’ West Country cottages: earth mixed with straw and other binding agents and then rendered to make a waterproof wall with marvellous insulation.

Enclosed garden – garden with a continuous physical barrier around the edge. NB if we do not say a garden is enclosed it will not be; and NB, even if we say a garden is enclosed, that does not mean we consider it, or any garden, safe for small children to play in unattended or possible to leave dogs or other animals in without them escaping.

Open fire – a fireplace in which you can build a fire.

Open fire (ornamental) – a once functional fireplace, now a decorative feature of a room and not useable for building fires in.

Sheila maid – retractable rack for drying/airing clothes.

Shower-room (en suite) – shower-room connected to a bedroom with shower, basin and loo.

Shower-room (suite) – shower-room with shower, washbasin and loo.

Truckle bed – single bed which is stored under a conventional bed and can be wheeled out as required to form a proper bed (not a camp bed).

Woodburner – metal stove with a glass or metal door in which you can build a fire and burn logs.

Z-bed – folding camp bed.

Space limitation in our brochure means we tend to mention only unusual or outstanding facilities or equipment. However, unless we say otherwise in the description all properties let through us have the following equipment:

Kitchens have 4-burner electric cookers, adequate cooking utensils, kettle, toaster, fridge, worktops, cupboards, at least one sink, adequate cutlery, china, glass for the number the property sleeps, cleaning utensils, iron and ironing board. If we don’t mention washing machine, tumble drier, freezer, dishwasher or other electrical kitchen equipment, assume it isn’t there.

Living rooms and dining rooms are appropriately furnished with adequate seating for the number of people the property accommodates.

Bedrooms have normal bedroom furniture and sufficient duvets or blankets plus extra blankets for cold weather, and pillows. Most properties supply linen (sheets, duvet covers and pillowcases) included in the price or for hire (see symbols).

Bathrooms and shower-rooms may be connected to a bedroom (en suite) or accessible from a corridor. Almost all bath or shower-rooms have electric shaver points, but please ask us to check before booking if this is particularly important to you.