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Booking Terms & Conditions - revised 25.03.20

We understand that no-one wants to be immersed in small print, so we have tried to keep it brief.

Please do take a moment to read, or ask us for clarification, on the terms and conditions relating to your holiday home booking. The below is designed to give you, your guests and the holiday home owner peace of mind and provides the parameters as to what is expected of each party.

Contract of Hire: Cornish Holiday Cottages, ‘The Agent', act as agents for the owners of the property, ‘The Owners'. The contract of hire is between, you ‘The Guest' and ‘The Owners'.

Deposit: A deposit of 30% of the whole rental is required within 7 days of reservation to secure a booking. Once this and a booking form are received by The Agent, and the booking has been accepted, The Guest is responsible for the full rental cost. For this reason, we would urge you to take out a cancellation insurance policy. On receipt of the deposit amount and booking form, the agent will issue a confirmation letter within three days.

Balance: The full balance is due four weeks before arrival. Please note that no reminders will be sent. If a booking is made within 28 days prior to the holiday start date, then the full rental is due immediately to secure the booking.

Security (Good Housekeeping) Deposits: We operate a Security Deposit scheme for many of our cottages. This involves supplying a refundable deposit of £100-£300 pre-arrival. We usually request this is paid at the time of your balance or whole rental payment, however it can be paid a week before arrival, if you prefer. Please stipulate this on booking.

We will be delighted to return these monies as long as the cottage has been left in a clean and tidy order, there has been no damage or breakages during your stay and if your party included a pet, that you kept to the few simple rules listed below.

Method of Payment: Payment may be made by bank transfer, credit or debit card. If you must, we can accept payment by cheque.

International Customers: International customers wishing to pay by bank transfer will need the following information as well as the bank details:

IBAN Code: GB98HBUK40210281482742
Swift Code: HBUKGB4131B

Please be sure to accept all the bank charges for paying in this manner, or request us to add to your final balance.

Cancellations: We strongly advise you purchase an appropriate Cancellation Insurance Policy that could cover you in the event of a cancellation. If you have to cancel before you travel, please phone us immediately and also confirm your cancellation in writing. We will make every effort to re-let the property and, should we achieve this, we will refund the full rental (less a £30.00 (inc VAT) administration fee). Otherwise, the deposit and balance payments remain payable on the due dates as specified in your booking confirmation. 

COVID-19 Coronavirus Update 17.3.2020

1. If a named Guest is unable to travel because they have contracted or been diagnosed with COVID-19, or you have been advised to self-isolate, you must inform The Agent immediately, in writing, and your booking will be cancelled. The Agent will respond in writing, so that this documentation can be utilised as verification of the cancellation with regards the Guests travel insurance claim. The Agent will waive their cancellation fee in these circumstances. The Agent will initially remarket the property with a view to reletting as per our standard cancellation policy.

2. If a named Guest has to cancel because they have contracted or been diagnosed with the COVID-19, or are advised to self-isolate within two weeks prior to your arrival date, and they do not have travel insurance, or any insurance cover from their credit card handling company, then the Agent will initially remarket the property with a view to reletting as per our standard cancellation policy. If a successful relet has not been achieved by the holiday end date then we will refer to the Owner on a case by case basis to agree a policy that serves all parties fairly. This may be to request the opportunity to rebook the same property, for the same number of nights, providing there is availability. In these circumstances the stay must be taken in full by 31st December 2021 and this subsequent booking is subject to our Cancellation policy as part of our standard booking terms and conditions. The Guest will be responsible for paying the difference of the alternative stay if it falls in a higher rate band. No refunds will be issued. Alternatively, there may be the opportunity to absolve you or your responsibility to pay the balance and we will retain the 30% deposit. These options are in no way guaranteed and is at the discretion of the Owner of the holiday home.

3. If the Guest is unable to travel to Cornwall because the locality of their holiday home goes into lockdown due to COVID-19 then, you must inform The Agent immediately, in writing, and your booking will be cancelled. The Agent will respond in writing, so that this documentation can be utilised as verification of the cancellation with regards The Guests travel insurance claim. The Agent will waive their cancellation fee in these circumstances. If the guest does not have travel insurance, or any insurance cover from their credit card handling company, we will then refer to the Owner on a case by case basis to agree a policy that serves all parties fairly. This may be to request the opportunity to rebook the same property, for the same number of nights, providing there is availability. In these circumstances the stay must be taken in full by 31st December 2021 and this subsequent booking is subject to our Cancellation policy as part of our standard booking terms and conditions. The Guest will be responsible for paying the difference of the alternative stay if it falls in a higher rate band. No refunds will be issued. Alternatively, there may be the opportunity to absolve you or your responsibility to pay the balance and we will retain the 30% deposit. These options are in no way guaranteed and is at the discretion of the Owner of the holiday home.

4. If a named Guest contracts the COVID-19 whilst on holiday, in most cases we believe the party will choose to travel home. However, if a named Guest is forced to self-isolate in the holiday home, you must notify the Agent by telephone immediately or at the latest within 24 hours. The incoming guest for the next booking will need to be relocated. You will be required to pay for the extra nights you stay at the holiday home. Thereafter the holiday home will be closed for a period of at least 72 hours before housekeeping perform a full decontamination clean, as per government guidelines.

5. CHC reserves the right to amend this policy as the COVID-19 situation and government advice and legislation regarding the virus develops.

Duration of Lettings: Lettings commence from the time stated on your balance confirmation letter and finish at 10 a.m. on the day of departure. Please ensure that you leave on time, as the caretakers have only a short time to check and change the property over for the arrival of the next visitors.

Complaints: All complaints must be notified to the agent immediately so that an on the spot investigation can be made (if necessary) and remedial action taken if required. In no circumstances will any complaint be accepted if it is brought to the agent's attention after the holiday letting has ended. Please, therefore, inform us immediately so that we can endeavour to rectify the matter at the earliest possible opportunity. Complaints regarding cleanliness will not be considered if they are raised more than twenty-four hours after arrival.

Special Requirements: Should you have any special requirements, we will endeavour to meet these, as best we can. Please notify our office.

Guest's Obligations:


* To pay for all telephone call charges incurred during a tenancy, unless it is stated that these costs are included in the rental.
* To pay for any losses or damages to the property, however caused (reasonable wear and tear excluded), unless the cost of making good such loss or damage can be recovered under the householders insurance policies maintained by the Owners.
* To keep the holiday property and all furniture, fittings and effects, in or on the property, in the same state of repair and condition as at the commencement of the holiday, and must also leave the holiday property in the same state of cleanliness and general order in which it was found. The owner/agent will be entitled to make an additional charge to the customer if extra cleaning is necessary as a result of the property being left in a dirty condition upon the customer's departure.
* Please help us by stripping all used beds on your departure and leaving dirty linen in a pile on each bed. All used towels etc can be left in the bathroom.

Pets: Properties that accept pets, do so on the condition that they are not allowed on any furniture or in the bedrooms. Dogs must be at least one year of age and fully house trained. Please clean up after your pet before your departure. Animals must not be left unattended in your holiday home. Failure to adhere to these rules may jeopardise your chance of staying in our properties again and all future persons being allowed to bring their pet. Neither the Agent nor the Owner can accept responsibility for pets' safety. ‘No Pets' in a description may not guarantee that pets have never occupied the property. If you have a pet specific allergy please make this clear to the Agent on booking.

Old Cottages: Old cottages, built over a hundred years ago, are for the most part charming, idyllic and full of character. However, they have been built before the days of damp proofing and cavity insulation, therefore the occasional damp patch may appear. Please help us to avoid this by allowing air to circulate through the cottage you are staying in and keep condensation to a minimum. We would advise that old cottages renowned for damp, are best avoided by the elderly, very young babies and those susceptible to moist atmospheres.

Towels: Unless stated towels are not provided. Towels are available for hire, please enquire at the office when booking. NB Hire towels and those provided in some properties are for use in the property only. Please bring your own beach towels. If you are travelling from abroad, or by public transportation to Cornwall, we will make every effort to provide you with towels.

Groups: We regret but no groups of over four people, 25 or under, will be permitted to stay in our properties. This is not intended to be discriminatory, but is to protect the Owners' interests.

Specifics: The agents do not accept responsibility for changes to specifications during the year. If any item is particularly important to you, please check when booking.

Telephone calls: Some telephone calls to the office may be recorded for training and quality purposes.

Appliances: In the unlikely event of an appliance breaking down, please report this immediately to the Agent, where we will undertake to have the matter rectified as soon as possible. Should we not be able to resolve the issue immediately, (e.g. a part may need to be ordered), the Guests shall have no claim against the Owner or Agent.

Lost Property: Please ensure that you check your holiday property thoroughly before departure for any items that you may have left behind. There is a £10 (minimum) postage and handling fee for the return of any left belongings.

Keys: Please look after your keys/swipe cards carefully. If you should lose them please inform our office immediately. Replacement may incur a charge (at cost).

Entry to Property: The Guests agree to allow the owners and the agent reasonable access to the property.

Booking Conditions & Cottage Details: These booking conditions and property details override and supersede all previous versions and any previous course of dealings between the parties.

Breach of Conditions: The person making the booking is responsible for the property and ensuring that members of the party observe all aspects of their obligations. To comply with the owner's insurance requirements only the maximum number of persons and animals, shown on the Booking Form, may occupy a property. The ages of all members of the party must be stipulated on the booking form. We reserve the right to refuse or terminate, without refund, any booking where we consider there to be a breach of our terms and conditions.

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