Coronavirus — Book with confidence

UPDATED 16:00 Tuesday 20th July

Dear guests

Your wellbeing, as well as that of our housekeepers, cottage owners and their families, continues to be our top priority. This page has important information about our Flexible Booking Policy, what to do if you have symptoms on holiday, and changes as a result of the pandemic. Please read carefully before booking and re-visit this page for further updates if you have already booked. Thank you for your continued support for our wonderful county. Take care and stay safe!

Phil Gendall, Managing Director

Flexible Booking Policy

We have temporarily waived our standard cancellation policy — meaning that you are protected if the Government restricts:

  • Travel out of your area, or into Cornwall
  • Overnight stays in Cornwall
  • Household mixing that makes your holiday impossible

In any of these cases, you will have the following options:

  1. Move your booking. This can be for any stay up to 13 months ahead and it can be for the same retreat or another one. (See note a).
  2. Take a credit note. This can be used for any future booking up to 24 months from the arrival date of the original booking.
  3. Have a refund. We will happily refund the full amount you have paid for your holiday including the deposit (See note b).

NOTES

a) Subject to availability. The price you pay may be higher or lower depending on the retreat and time of year. If higher, you can simply pay the difference. If lower we will refund you the difference. There will be no admin fee or other charges. Requests for bookings to be moved more than 13 months ahead, counting from the date the request is made, are subject to the owner’s agreement. Together with owners, we will make every effort to accommodate your requests. If we are unable to do so a refund will be offered instead.

b) Refunds relate to the cost of accommodation (deposits and balances) including any fees for dogs. We will only retain the £30 booking fee.

c) We reserve the right to make changes or clarifications to our Flexible Booking Policy, which is a temporary policy waiver. If we make fundamental changes we will give you a minimum of four weeks notice.

d) Cancellations for other reasons are according to our standard Terms and Conditions which you can read here.

If you have symptoms on holiday

Please arrange a test immediately. Self isolate while awaiting the test result and then act accordingly. If you test positive you must tell us straight away. You must return home immediately, if safe, using private transport.

If you have to self isolate in the property, we regret that we will have to charge for extended occupancy and all other bookings affected. We regret that we cannot make partial refunds as a result of early departures.

If you test positive within seven days of returning home, please let us know so that we can pass information on to housekeepers and other guests, to help prevent the spread of Coronavirus.

More advice from Visit England can be found here.

Your holiday accommodation – important information

In response to Coronavirus we have carefully reviewed our housekeeping procedures and put a range of special measures in place.

Revised check-in and check-out times

To give housekeepers more time to clean and sanitise we have extended the change-over periods between guest stays:

  • Check-in time is strictly not before 5pm
  • Check-out time is strictly before 10am

Please check your pre-arrival emails carefully. Please do not request or attempt to check in early or to check out late.

NHS Test & Trace posters

Some of our holiday homes display an NHS Test & Trace QR code, which you can scan. In apartments this will be inside the apartment — please make you scan this as well as (not instead of) any that you might find in entrance lobbies etc.

Safer check-out

When it’s time to go you are asked to:

  1. Strip all your beds. In the property you will find information about putting linen in bags, along with all towels and tea towels. This includes linen and towels that you may not have used.
  2. Empty all bins (not just the kitchen). Bag, seal and put out all your own waste.
  3. Leave on time, not later than 10am. Our hardworking housekeepers need every minute to prepare as safely as possible for the next guests.

Removal of non-essential items

Some difficult-to-clean and high-touch items may have been removed from your holiday retreat. If there is any specific item or facility listed on our website that you have a question about, please contact us.

Welcome packs

Please accept our apology that there may be fewer niceties than usual in your welcome packs, for reasons of safety and to take some pressure off our housekeepers at this time.

Please help someone less fortunate

Amongst the most vulnerable at this time are the homeless who still desperately need help and shelter. Coronavirus makes the work of charities even harder so we are asking you to support our brilliant local homeless charity St Petroc’s, who are working flat out to end homelessness in Cornwall. Please help by making a donation to the St Petroc’s now. Thank you very much for your support in working with us on this — you are amazing!