If you have any questions about your National Trust holiday, take a look below to see our answers to some of your most frequently asked questions.

In these FAQs:

 

What should I do if I become unwell before or during my holiday?

For cottages, bunkhouses or bothies please get in touch with us at the earliest opportunity at holiday.enquiries@nationaltrust.org.uk or 0344 800 2070.

For campsite bookings, please contact guestrelations@nationaltrust.org.uk 

Our Covid promise

Can I get a refund or postpone my holiday? 

In response to the coronavirus pandemic, we’ve changed our booking policy to give you peace of mind. 

If your holiday needs to be rescheduled due to guidance issued by the government and devolved administrations, you’ll have the option to postpone your holiday for up to 24 months or have a full refund, with no administration fee.

If your holiday price goes down when you postpone it, we’ll refund you the difference. And if your holiday price goes up, we’ll offer up to 10% off your affected booking towards your new holiday.

Because it’s often difficult to predict how government guidance may change, this policy will only apply for holidays affected by any coronavirus related guidance until 31 October 2022.

If there's no current guidance in place for the date of your holiday, normal terms and conditions apply but if you're still unsure about travelling, you can change your booking with 30 days' notice.

If you’d like to discuss your holiday cottage booking, please get in touch with us at holiday.enquiries@nationaltrust.org.uk or 0344 800 2070

For all campsite bookings, please contact the campsite directly.

You can find our terms and conditions here:

What changes have you made to make my holiday safe?

We’d like to give you peace of mind that the wellbeing of our guests, staff and volunteers is our priority. 

Cleaning process

We've sourced a new sanitiser spray that’s been proven to kill coronavirus that we’ll be using to sanitise the main touch points, such as door handles, switches and appliance handles, as well as soft furnishings. This will be carried out in addition to our usual high standards and cleaning processes. We’ll be leaving cleaning products in the cottages, bothies and bunkhouses for you to use, including sanitising spray and hand wash.   

Due to the remote locations of our bothies, we’re only able to provide an enhanced clean every three days. Because of this we’ll ask you to book for a minimum of 3 nights. We’re sorry for any disappointment caused.

For guests who are staying for 10 nights or more, we’ll no longer be providing a mid-stay service clean during the pandemic, however we'll provide a spare supply of towels and linen to help ensure your stay is comfortable. We're no longer carrying out mid-stay cleans to limit personal interaction for the safety and wellbeing of our staff, volunteers and guests.

Welcome tray

We’ve changed some of the ways we work and this means we won’t be supplying fresh milk, flowers or cream teas (where previously offered), but you’ll still find tea bags, filter coffee and sugar for your first night, along with some National Trust cookies. 

Printed booking confirmation  

Due to changes in working patterns, our team aren't getting into the office as frequently as they normally would. This means there can be long delays in receiving printed copies of the documentation. The quickest way to get your holiday confirmation is to receive it by email. If you’d still prefer to have a printed copy, we’d be grateful if you can bear with us and we’ll send it as soon as we can.

Can I still get free access to National Trust places on my holiday?

Details of how to get free access will be provided in your confirmation email or key and directions document. Please note that some properties may require you to book in advance. Please visit the webpage of the property you're planning to visit for further information about booking.

Why have you stopped producing a brochure?

As a charity we have been severely affected by the coronavirus crisis, and as a result we've had to change how we do things. This includes reducing our marketing and print spend, in favour of digital, so this year, we won't be producing a printed holidays brochure. Please browse our website or speak to our call centre advisers to be inspired for your next adventure.

Before booking

I have a question - how can I get in touch?

If you'd like to get in touch, please contact us at holiday.enquiries@nationaltrust.org.uk or on 0344 800 2070. For campsite enquiries, please contact the site directly.

We're open for enquiries:

Monday to Saturday: 9am – 5pm
Sunday: Closed

How far in advance can I book?

For our cottagesbothies and bunkhouses, you can usually book up to two years in advance, although we may release later dates to meet demand.

For camping and glamping, please check the information on the relevant campsite page of our website.

You can get more information about our hotels, by contacting the individual hotels.

What is the preferred changeover day?

This is the usual preferred changeover day for the accommodation. If you are looking for an alternative change over day, please call our contact centre to discuss your requirements.

None of our cottages, bunkhouses or bothies allow holidays to start on Sundays.

What if I want to book several cottages in one location?

It's possible, but it’s likely these will have different changeover dates, so please get in touch with the contact centre who will be able to discuss this with you.

What are short breaks and when can I book them?

A short break is any booking lasting less than seven nights. Please check the availability calendars on the accommodation web pages for availability of short breaks. Please be aware a few properties accept one and two night breaks, but most minimum stays are three nights. See 'minimum stay' on the relevant website page.

Short breaks of a minimum of four nights for the festive season can be booked from eight weeks in advance. 

How can I save money?

From time to time, we may offer promotional discounts which are only valid if shown at the time of booking. Promotional discounts cannot be added retrospectively. We reserve the right to change or withdraw a promotional offer at any time by amending or removing the offer from the relevant section of the website. Therefore, it’s always a good idea to book there and then if you see one.

The National Trust magazine sometimes carries a reader offer in the autumn and summer issues.

Is your accommodation suitable for people with disabilities or limited mobility?

For information on our properties which are 'good for accessibility' please use the accessibility filter of the holidays home page. The accessibility guide on the relevant accommodation pages of the website will help you further.

Deaf or hard of hearing visitors can have a fire alarm provided which triggers a vibration on capturing the sound of the main alarm. Please let us know in advance of any members of your party who are disabled or require this facility.

Please let us know if you are taking a guide dog with you.

Is your accommodation suitable for families and children?

Most of our accommodation is suitable for children. If there are any restrictions, we'll let you know when booking. Children aged two and over count towards the maximum occupancy number. We have indicated the accommodation that is suitable for children under two as these will have a travel cot, high chair and nursery guard provided, however these will need to be requested at point of booking. Please note, no bedding, linen or towels are provided for cots or rubber under-sheets for young children using the beds.

If we do not supply a travel cot or highchair it means that the accommodation has not been deemed suitable for little ones.

Do you allow overnight parking in National Trust carparks?

We know interest in overnight parking for motorhomes is high which is why we ran trials at three sites in 2021, for single night stopovers only. We'll continue to offer stays for five vehicles only at the locations which took part in the trial. We're not actively promoting these locations as they're incredibly small sites and could become too busy.

Outside of the three trial sites we don’t allow overnight parking due to the impact on wildlife, staff resource and visitors. However, motorhomes and campervans are very welcome and well served at our campsites. You can find your nearest campsite here.

Is there access via public transport?

The best place to check this is Traveline.

Your booking

I have a question - how can I get in touch?

If you'd like to get in touch, please contact us at holiday.enquiries@nationaltrust.org.uk or on 0344 800 2070. For campsite enquiries, please contact the site directly.

We're open for enquiries:

Monday to Saturday: 9am – 5pm
Sunday: Closed

How can I pay the balance on my holiday?

Holiday cottages, bothies and bunkhouses balance payments:

You can pay for any outstanding balance on your holiday when this is due, via our bank transfer details:

Barclays Bank, Belgravia Branch

Account Name: National Trust Enterprises (please note some banks may require National Trust Enterprises LTD)

Account: 20680109

Sort: 20-06-05

SWIFT: BARCGB22

IBAN: GB03 BARC 2006 0520 6801 09

For guests that would like to do this over the phone, we will also continue to get in touch directly with you to arrange payment of the remaining balance of your holiday where this is due.

Campsite balance payment:

Camping guests pay in full at the time of booking.

How much will my deposit be?

You will be asked to pay a third at the time of booking or the full amount if your booking is less than £100 or within two months of departure date. For camping and glamping payment in full is required at the time of booking.

Do National Trust members get a discount?

As a charity we are governed by regulations which mean that we are unable to offer financial or monetary rewards to our members. We claim gift aid on our membership fees which means we gain 20% on every membership purchased. To be able to do this, HMRC put rules in place: one of them is charities are not allowed to offer benefits back to members above 25% of the membership value.

Offers appear in the National Trust magazine as they are reader offers – it’s not an exclusive membership magazine.

Is travel insurance provided?

No, we recommend that you take out travel insurance as soon as you have made your booking to cover any unexpected changes to your personal circumstances or if severe weather stops you from travelling. Please also familiarise yourselves with the cancellation policy in our terms and conditions.

Can I transfer my holiday to another date or accommodation?

Please contact the relevant booking office to discuss.

Can I add extras after I have booked?

You can add extras (where applicable) such as a cot or logs up to a week prior to travel. Please call our contact centre to arrange this. Late notification of any requested additional services may incur a charge.

Can I order additional linen?

If you’ve got different guests coming to stay during your time with us, you can ask for additional linen. Please let the contact centre know at least seven days before your stay so it can be ordered. There will be an additional charge for this.

When will I get key and direction details?

You will receive key and directions details approximately three weeks prior to departure. If you have booked within three weeks of departure you will receive this information within 24 hours of receipt of full payment.

What happens in the case of bad weather?

If your accommodation becomes inaccessible due to bad weather, we will try and relocate you. This may be in a different area. We regret we will be unable to offer any refunds and therefore it is strongly recommended that you take out travel insurance after confirming your booking.

Where the accommodation is inaccessible and no alternative accommodation is available, we will allow a transfer of the booking to another time of year at the same accommodation. Any additional costs incurred will be payable. In the case of you cancelling the amended booking, you will be liable for 100% of the original booking, plus any cancellation charges relating to additional costs paid on the new booking.

Staying with the National Trust

What can we expect in the accommodation?

All of our accommodation is self-catering. It's kitted out with a standard inventory and this includes most things you'd need to cook a meal or bake. You'll need to take all food and condiments.

We provide enough tea, coffee, sugar, toilet roll, bin liners, washing up liquid and dishwasher tablets to help you settle in for the first day or so. We also provide some cleaning supplies, matches and firelighters for properties with fires. As far as possible, the cleaning products are environmentally friendly.

Bed linen, towels (one bath and one hand towel per person), tea towels, a bathmat (where applicable) and an oven cloth are provided unless otherwise stated in your booking confirmation. There are a few cottages where this isn’t supplied, so please check the notes on the relevant accommodation page of the website. If you're travelling with young children, we would advise bringing your own rubber sheets. We don't supply linen or bedding for travel cots. Please note that we supply oven cloths rather than oven gloves.

Please note our travel cots are pop up ones with the built in base. If you require an additional mattress, we would recommend bringing your own. 

Where there is a garden, there will be an outside seating area which may be a bench or chairs and a table. We don't currently supply sun loungers, recliners or parasols.

Please note that if you’re coming to one of our bothies, you’ll need to bring all your own supplies such as cooking and eating utensils, bedding etc.

Can I bring my pet?

Dogs are welcome in a lot of our accommodation at no extra charge. Please check the accommodation page of the website or brochure for the number of dogs allowed. Please don't bring dogs to non-dog friendly accommodation as you will be asked to leave. For all dogs, we respectfully request that dogs are kept on the ground floor at all times (or upper floor if the living space is inverted). Dogs should not be allowed on the furniture or left unattended in the accommodation. In the event of your dog fouling the gardens, we require you to clean up and dispose of this in the correct manner. We reserve the right to charge for any damage caused to the accommodation by your dog.

We regret that no other pets are allowed at our accommodation.

Can we take more guests to the accommodation than those stated?

The number of guests shown for each accommodation is the maximum number of guests. If we offer a travel cot and highchair, we allow one additional guest under the age of two. We cannot allow others to stay over due to managing fire risk and ensuring we have adequate insurance to protect our guests in the event of any incident. We will ask you to leave the premises where over occupancy occurs.

Can we take camper vans/tents/blow up beds, etc for additional guests?

The number of guests shown for each accommodation is the maximum number of guests. If we offer a travel cot and highchair, we allow one additional guest under the age of two. Whilst most accommodation has sufficient crockery for two day guests, we cannot allow others to stay over due to managing fire risk and ensuring we have adequate insurance to protect our guests in the event of any incident. We will ask you to leave the premises where over occupancy occurs. This includes additional guests staying within the boundaries of the property.

Will I have a mobile phone signal?

Please note there may be little or no mobile signal in the area you are travelling to. Advice can be sought from your mobile phone provider, or by visiting Signalchecker.

Is there a payphone nearby?

If there is a telephone in the accommodation or in a shared area this will be mentioned on the website. There is a payphone directory which provides details of the nearest payphone.

Why do only some of your holiday cottages and campsites have telephones or WiFi provided?

We recognise our guests may like a telephone or WiFi provided at our holiday cottages and where it is feasible to do this, we will provide them. Over 50% of our properties either have a telephone, WiFi or both installed.

Much of our accommodation has free WiFi available. Those that do will have it mentioned in the brochure and on the website. The WiFi is supported by BT. Please note intermittent connection problems can occur due to the remoteness of our accommodation and therefore should not be relied upon.

Many of our cottages are based in rural locations which means that it’s not always feasible to install WiFi and telephones. We continue to review new technology which may increase the portfolio of accommodation with WiFi.

Where we do provide telephones, it may be on a shared basis, for example in a shared laundry or shared hallway. The telephone facilities are described on the relevant website pages.

What do I do if I have an issue with the WiFi while on holiday?

In the event you have an issue, a lot of the answers should be available in the Welcome Folder or Accommodation User Guide located in the accommodation. If you have any other concerns, please call us on the number provided in your key and directions information as we want every opportunity to put it right.

What is access to the accommodation like?

Most of our accommodation has car parking close by, but at some you may need to carry your luggage from a car park or even across a field. In some cases, there may be steep or irregular steps and footpaths to the front door, which are an essential part of the character of the building. Others are in secluded locations and can only be reached by driving down a rough track. If you have any concerns, please have a look at the accessibility guide on the website.

What time can I arrive?

Check-in time for all accommodation is 4pm so that our staff have some additional time to carry out the extended cleaning protocols ready for your contact-free arrival.

What time do I have to leave?

We kindly ask that you leave promptly at 10am on your departure day to ensure we’re able to get the accommodation safely ready for the next guests. If you are leaving on a Sunday, you will benefit from a 4pm check-out in our cottages, bunkhouses and bothies. On our campsites, the check-out is 10am every day.

Can we use a barbecue?

If your choice of accommodation offers a barbecue, this will be shown on the relevant page of the website. Please only use a barbecue if it is provided. In some places, the age and structure of our cottages simply makes barbecues too much of a fire hazard.

Can I bring my bike or other sports equipment?

If you bring your bikes and/or sports equipment (e.g. kayak), please store them outside. We know people can be very protective of their bikes, but our buildings have to take priority. Some of our properties benefit from designated outside storage areas. Please check the notes on the relevant website page for more information.

What’s it like to stay in a heritage building?

Staying in a characterful and historic building is a wonderful experience; however, there are a few things to consider. Plumbing and heating systems are often sensitive and are less efficient than in a modern home. More information will be provided in the welcome folder at the cottage or please contact us if you need help during your stay.

Please don't move furniture during your stay as it can cause damage to the furniture itself and the property.

Bats and other wildlife may be present. Any disturbance caused by wildlife should be reported to us immediately and we will take reasonable steps to assist. Please remember that bats and some other species are protected and it's illegal to interfere with them or their habitat.

Can I smoke?

It is not permitted to smoke in any National Trust accommodation. This includes the use of vapours and e-cigarettes.

Can I charge my electric vehicle?

In some areas we provide electric vehicle charging points and you can find a guide of National Trust charging points ​here. Please only use proper electric vehicle charging points and don’t extend wires from our accommodation as this creates a trip hazard and can also cause supply problems. Zap-map will be able to help you find the nearest charging points.

What happens if I break something during my stay?

We appreciate that sometimes accidents can happen. If you have a breakage, please complete the form in the Welcome Folder for a member of our team. We reserve the right to charge for breakages and damage to the accommodation.

Can I get supermarket groceries delivered?

Yes, however, you’ll need to check the access arrangements for your cottage or campsite with the supermarket to check that they deliver to the accommodation’s postcode.

Can we book our wedding and accommodation with the National Trust?

For the latest updates on weddings, please go to www.nationaltrust.org.uk/venue-hire/weddings/ .