What are the check-in and check-out times?

Check-in at Lilac Retreats is after 15:00 and check-out is by 10:00.
If you need different times (early arrival or late departure) please let us know in advance and we’ll do our best to accommodate, subject to availability.

How do I book?
You can book via our website or contact us directly (email: hello@lilacretreats.co.uk, phone: +44 (0)7860 638928) to ask questions or make a booking.
We’ll send you confirmation, all stay details, access information and payment instructions.

When is the payment due and what is your cancellation policy?
You will find full details are provided upon making a booking, but as an overview we require a 25% deposit to confirm your booking with the outstanding balance due 30 days before arrival.
Cancellations made with more than 30 days notice will be refunded in full, after this date no refund is permitted.

Is there a security deposit?
Yes, upon booking, guests agree to a 25% security deposit. This is a preauthorised payment assigned to the card on which payment was made, and is only taken upon damages being discovered and after discussion with guests within 3 days of departure.

Are pets allowed?
Yes — we welcome pets. The Shepherds Hut allows one dog, and Lilac House allows two. We ask that all pets are well behaved, stay off the furniture and are only allowed downstairs if in Lilac House.
Please ask in advance if you wish to bring a pet, and note any additional cleaning or damage deposit conditions.

Is smoking permitted?
No — all stays at Lilac Retreats are strictly non-smoking. This is to ensure the comfort of all guests and to maintain the standard of the properties.

What are the amenities/features of the properties?
We offer luxury cottages and retreats in rural Norfolk. For example:

• Hill House: Sleeps 6-8, private hot tub, open fire, enclosed garden.

• Shepherd’s Hut: Sleeps 2, wood-burning stove, private hot tub, enclosed garden, dog-friendly.
  Other features: WiFi, parking on-site (Hill House has private parking for 4 cars)
  Additional feature: The on-site indoor heated pool (the “Lilac Pool”) is available for private hire.

How do I access the pool / how does it work?
The Lilac Pool (9.5m indoor heated pool) is available for exclusive hire by guests and can be booked in advance. Usage is not guaranteed unless booked.
Please contact us with your preferred session and we’ll confirm availability.
Pool changing facilities are provided.

Is the property accessible / what about mobility, children, steps?
If you have reduced mobility or special requirements, please contact us so we can advise on the most suitable property.
For children: younger children are welcome, but please check the property description for child-safety details (e.g., hot tub access, garden enclosure, stairs).

What about parking and transport?
Parking is provided on-site at the properties (for example Hill House has private parking for 4 cars)
The location is rural (Eastmoor, near King’s Lynn, Norfolk) — it’s advisable to have a car for exploring the area.

What about linen, towels, cleaning?
Bed linen, towels and WiFi are included. For example, at Shepherd’s Hut: bed linen, towels, WiFi, electricity and initial fuel for the wood-burner are included.
If you are staying longer or need extra cleaning, please ask and we can provide details of additional services (may incur an extra charge).

What about arrival instructions, keys, and access?
Before arrival, we will send you the access instructions: property address (Stoke Ferry Road, Eastmoor, King’s Lynn, Norfolk PE33 9QA)
You will receive directions and information on how to unlock / enter the property, park safely, and any codes for the hot tub or pool bookings.

What local amenities and things to do are near the property?
Our location is rural and peaceful yet within reach of many attractions:

• Sandringham Estate – ~30 minutes drive.

• Snettisham Bird Reserve & Titchwell Marsh – great for nature lovers.

• Historic market towns of King’s Lynn & Swaffham.
  We can also provide recommendations for local restaurants, walks, cycle routes, and pubs.

What if something goes wrong, or I have an issue during my stay?
We are available to assist during your stay. Contact us by phone or email. We will respond as soon as possible. For urgent matters (e.g., hot tub issue, water leak) we aim to prioritise and get things sorted quickly.

Are there any house rules I should know about?
Yes — in summary:

• No smoking inside the property.

• Pets are only allowed if agreed in advance.

• Please respect the peace and quiet of the rural setting (especially after 10pm).

• The hot tub/pool bookings must be done in advance, and users must abide by any safety/usage rules we provide.

• Please leave the property in a reasonable state on departure (so we can prepare for the next guests).
  Detailed house rules will be provided on the property arrival documentation.

What about WiFi and mobile signal?
Free WiFi is included in all properties. Please note that, as this is a rural location, mobile phone signal may vary depending on the network. If you rely heavily on mobile signal, you may wish to check with your network provider.
(If you know specific providers have weak signal there, you might include a note.)

18. Can I bring my own linens/towels, or request extra cleaning?
Yes — if you prefer to bring your own linen/towels, you are welcome to do so (please check with us ahead of time).
For extra cleaning during your stay (mid-week clean, extra towels, etc) we can arrange this for a fee — please ask at the time of booking or during your stay.

What about refunds or weather issues?
As we are a self-catering holiday property, refunds for weather are not normally given — we recommend you check travel insurance for cancellation/curtailment cover.
If there is a problem at the property (equipment failure etc) we will of course do our best to resolve it or offer alternatives/compensation as appropriate.

Is the property suitable for celebrations/groups/weddings?
Our properties are designed for restful stays and the enjoyment of the natural rural setting. If you are planning a celebration, gathering or event, please contact us in advance so we can discuss and check suitability (noise/time restrictions, guest numbers etc).