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Home | About | FAQs

FAQs

Q. Where can I find your latest Covid-19 policies and guidance for my booking?

A. Please refer to our Covid-19 page, which has all the information you need, you can find this here https://www.propertystandrews.co.uk/covid-19/. We are more than happy to discuss your options, please do call us if you’d prefer 01334 472011

We appreciate government information changes very frequently.

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. Do I need to take out travel insurance prior to my visit?

In light of the on-going global Coronovirus pandemic, as domestic and international guidance and emergency legislation changes frequently we do advise that any holiday let bookings are made at your own risk. You may also wish to take out travel insurance that will protect your holiday payment should you become ill before you are due to stay or during your stay. Staysure offer cover against the pandemic. We do always recommend taking out travel insurance, even during non-pandemic periods. As a company we prepare as best we can for any new restrictions that come in to force, however we also ask guests to ensure they are compliant with any new rules and we make assumptions that you know what these are before travelling, please check here for up to date advice https://www.visitscotland.com/about/practical-information/covid-19-recovery-phases/

Q. Can you supply extra appliances if required such as fridges, freezers, heaters etc?

Unfortunately we are unable to provide extra appliances. We do have heaters available for use in emergency, e.g. should there be a problem with the heating during your stay

Q. What credit cards do you accept?

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

Q. Do you charge for using credit cards?

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

Q. Where do we pick up our keys?

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, St Andrews’ at the entrance to the drive’.

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 we need to be made aware to ensure your property is available for entry, and ensure that your keys are ready, or left in the safe to collect.

Many of our properties now have key pads, we send the code a week before arrival if your property has a key pad.

Q. What are your working hours?

We are in the office from 9am to 5.30pm, Monday to Saturday. You can call us on 01334 472011 during these hours or email us info@propertystandrews.co.uk. Out of hours, please dial the same number and one of our staff members will answer or you may be asked to leave a message. We will always get back to you! We do ask that out of hours call (5.30pm – 9am) are for emergencies only.

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

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. Call us on 01334 472011 or email us at info@propertystandrews.co.uk.  We have our own 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 we are unable to investigate any complaints once you have departed if we are not made aware of them during your stay or given the opportunity to fix any issues, we hope you understand.

Q. Rubbish Collection, when are my bins picked up? What do I do with excess rubbish?

There is a blue bin outside the property which is for general waste. All waste can be placed in here. Please check the full bin collection timetable online for the postcode of the property you are staying at: https://www.fife.gov.uk/services/bin-calendar If you choose to recycle, there’s a local recycling centre detailed below:

Recycling point: St Andrews Recycling  Centre, KY16 8PJ. Open 9am—5pm, closed Tues and Fri. If the bins are full when you arrive, please contact the office so we can resolve the issue.

Q. What happens if I lock myself out when I stay?

These things happen, and we are here to help. If you lock yourself out during the day and we are in the office, before 5.30pm, we can let you in at a cost of £20. If you are unlucky enough to lock yourself out after hours, after 5.30pm to 10pm we would charge a nominal £40 but this may increase if the call out is after 10pm, we ask that cash is paid to the person letting you back in. If you prefer to pay by bank transfer, we can invoice you.

Q. If I arrive early am I able to leave luggage or golf clubs at the property while it is being prepared?

We shall try to be as accommodating as we can, but it may not be possible. We hope you understand.

Q. Can I check in early or check out later than advertised?

This is dependent on when the previous guests leave or the next guests arrive, however, we can try and arrange this for you. Please call us if you would like an early check in or late check out and we can discuss this with you.

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

Yes, we have travel cots and high chairs you can hire @ £20 each. Linen is not provided with the travel cots for safety reasons. If you pre-order these we will ensure they are set up in your house ready for your arrival. All items are hired at guest’s own risk.

Q. Are towels included in the price?

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

Q. Do you accept pets?

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 £25. There is an option to add a pet to your booking on the booking form on this website. Upon departure, if there is any dog mess left behind in the garden this will incur a charge of £50.

Q. Will my property have wifi?

All of our properties have wifi. Please be aware that wifi connection in the countryside (outwith St Andrews town centre) may be slower and more temperamental than you may be used to. We are assured that fibre connection is coming soon to the countryside! 

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

Unfortunately not, we no longer supply camp beds for hire.

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

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 of £25 if this is pre-5.30pm.

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

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. Can I smoke in your properties?

All of our properties are non-smoking. If you wish to smoke outside, we ask that you stand at least 5m from the entry to the property and dispose of any cigarette butts safely, ensure there are no lit articles left and tidy up after yourself. Should we find evidence of smoking in the property, a standard fee of £200 will apply, this will taken fro myour deposit after departure or, if £200 exceeds the value of your deposit, this shall be invoiced to you, to cover extra cleaning and fumigating costs.

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

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

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

PLEASE ENSURE ALL DOG MESS IS CLEARED FROM GARDENS

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.

PLEASE ENSURE THAT APART FROM LOO ROLL, NOTHING ELSE IS FLUSHED DOWN THE LOO!
PLEASE LEAVE THE PROPERTY AS YOU FOUND IT.
PLEASE STRIP THE BEDS AT THE END OF YOUR STAY AND LEAVE ANY USED TOWELS IN THE BATHROOM.

NOISE: We ask that all guests are respectful of neighbouring properties and to be considerate of your neighbours.

We kindly ask that all guests;

Direct property listings – for properties listed on our website that we do not manage, all responsibility lies with the properties owner/management company and you should consult their booking conditions for full details.

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