Coronavirus: Your Stay

UPDATED 14:00 Friday 11 September. Please re-visit this page for further updates

Dear guests

Read on to find out about our flexible booking policy and what we are doing to make your holiday in Cornwall as safe as possible.

Our Flexible Booking Policy

Rule of Six

The Government ‘Rule of six’ applies to stays from Monday 14th September. This restricts gatherings to six people — however, larger households are exempt, and also if you have a ‘support bubble’ of family or friends these can be added to the number. Rest assured, if affected, your booking is flexible and protected. If you have already made a booking that may be affected we’ll contact you within six weeks of your stay to discuss your options. If your booking is more than six weeks away there is no need to take any action, but do call us if you have any concerns.

Travel restrictions

You may also have concerns about what will happen if all or part of the country ‘goes back into lockdown’. If travel restrictions are announced we will contact you if the address we have on record corresponds to a restricted area. Your booking is flexible and protected if any of the following reasons apply:

  • National travel restrictions
  • Local travel restrictions that affect the area where you live
  • Local travel restrictions that affect the area where your holiday retreat is located

Temporary waiver of Terms and Conditions.

We have temporarily waived the standard cancellation policy in our Terms and Conditions. If you cannot take your holiday due to the ‘rule of six’ or travel restriction reasons above, you will have the following options:

  1. Move your booking. This can be for any stay up to the end of 2021. It can be for the same retreat or another one, 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.
  2. Take a credit note. This is ideal if you know you still want to come to Cornwall, but are unsure of dates.
  3. Have a refund. We will happily refund the full amount you have paid for your holiday including the deposit. We will retain the Booking Fee (or charge a £30 admin fee if your booking was made before 8 April 2020).

We reserve the right to make changes to the temporary policy waiver but if we do so we will give you a minimum of four weeks notice. Cancellation for other reasons are according to our standard Terms and Conditions and can be read here.

Preparing for your holiday

Your safety and well-being, as well as that of our owners, housekeepers and their families, is very important to us, now more than ever. In response to Coronavirus we have carefully reviewed our housekeeping procedures and put a range of special measures in place. Please note the following:

Revised check-in and check-out times. Revised check-in and check-out times until further notice. For your safety and to give housekeepers more time to clean and sanitise, most check in times are now 6pm and many check-out times are 9:00am. The revised times will be clearly stated in your booking emails but please look out for any last minute changes. Please do not ask to check in early or to check out late.

Track & Trace QR posters. It is now law that states all public “venues” must display a QR code poster at the entrance, which is then scanned by a “customer or visitor” with the NHS Covid-19 app. This is an effort to better support contact tracing and stopping the spread of the virus. When entering the property, please could you scan the QR code on the poster by the entrance using the NHS Covid-19 app. It can be downloaded here: 

Removal of non-essential items. Some difficult-to-clean and high-touch items will have been removed from your holiday retreat. These may include throws and cushions, games and toys, DVDs and other items that are non-essential. 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.

Provisions and shopping. Almost all local shops are now open, and we hope you’ll enjoy supporting our great Cornish retailers —  but do plan ahead to avoid wasting precious holiday time in queues. Also please remember to wear your face masks in all shops to protect others who are also doing the same to protect you.

Anti-viral surface cleaning. The heavily used surfaces and high-touch items in your retreat will be sanitised using appropriate products. Items include but are not limited to; work surfaces, table tops, remote controls, light stitches and cord pulls, hair driers, door handles, appliances, key-safes, bathroom fittings and hot tubs.

Safer check-in. All of our retreats are fitted with key-safes so you can check-in more safely at a time that suits you with no face-to-face meeting. If you have booked an apartment or a retreat with any communal areas please look out for special instructions relating to these.

Safety during your stay. Please stay alert to coronavirus while on holiday, whether in your accommodation or out and about:

  • Hand sanitiser and/or liquid soap will be available in all retreats and please also bring you own and use it frequently following Government guidelines.
  • You’ll also find cleaning products in all retreats so please use these to keep on top of any possible spread of infection.
  • Be aware that town centres and all-weather attractions can be very busy if the sun stops shining and make sensible choices about where and when to visit with social distancing in mind.
  • Remember that during your stay you may be mixing with residents at or near your retreat, some of whom will be designated as vulnerable, and concerned for their safety. Please take care to follow to the letter any notices and measures posted locally, to protect them, maintain good relations with Cornwall residents, and as an example to others.
  • Remember the hand sanitiser when you are out and about, and face-masks if appropriate, and always follow the guidelines.

Safer check-out. When it’s time to go there are four essential things we need you to do for us. These will help to ensure the safety of our housekeepers, and the next guests:

  1. Strip all your beds and follow the instructions we have left for you, 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 by this may be 9am or 10am, we’ll inform you — our hardworking housekeepers need every minute to prepare as safely as possible for the next guests.
  4. Let us know if any of your party has experienced any symptoms of Covid-19 including high temperature or persistent cough.

Thank you very much for your support in working with us on this — you are amazing!

If you have symptoms on holiday. You must tell us straight away if you or any member of your party has symptoms. You will be expected to return home immediately if it is safe to do so. If you have to self isolate in the retreat, we regret that we will have to charge for extended occupancy and all other bookings affected.

5% VAT rate

The government announced on 8 July that VAT would be temporary reduced on holiday accommodation, with effect from 15th July. There is some confusion about what this means for you, and some news stories have given the impression that all holidays will cost less because there will be less VAT to pay. Whilst this may be true of a hotel, holiday park or B&B, which would almost certainly be registered for VAT, self catering cottages are almost all owned by private individuals who are not registered for VAT, and so are not charging VAT in the first place. For this reason we are not offering any discounts or refunds related to the change in VAT.

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 keep centres open at this difficult time. Please help by making a donation to the St Petroc’s now.

Thank you for your understanding and cooperation — and please re-visit this page for further updates.

Phil Gendall, Director