Coronavirus - FAQs

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Coronavirus – FAQs

Dear Guests,

As we continue through the Coronavirus pandemic we want to assure you that the wellbeing of our guests and our staff is our highest priority. We want to ensure you enjoy your holiday peace of mind and hope the following FAQ’s will help you to feel confident about your booking with us.

 

Future lockdowns

Whilst we have been assured by the government that there won’t any future lockdowns, obviously, this can’t be completely ruled out. Should the government decide to impose a lockdown in the area in which you live or in Cornwall you will have two options:

  • Move your booking to a later date.  This may mean that the cost of your booking will change. If may go up or down depending on the week and property booked. You may move your booking up to 12 months in advance.
  • Get a refund. We will keep the booking fee and give you a full refund of any other payments you have made.

We strongly advise that you take out travel insurance to cover your holiday should you need to cancel due to a change in circumstances. 

Our standard terms and conditions apply for all other cancellations.

 

Your Safety and well-being

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 read out guest guidelines for further information – Guest Guidelines.

The check-in time on day of arrival is 4pm and departure at 10am. Please adhere to these times and don’t arrive early at your property. All guests are provided with a COVID-19 information pack prior to arrival with details of changes to our procedures and government guidelines that should be followed while staying at the property.

 

What should I do if I or any other guests in my party 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 for both your own safety, and for the safety of our homeowners, local teams and local communities.  If you have to self isolate in the retreat we regret that we will have to charge for extended occupancy.

If you develop symptoms during your stay, you will be required to return home immediately and stay in your own home while you self isolate. Neither Porthleven Holiday Cottages or the property owner accept any responsibility for any matters beyond our control or for any COVID –19 related matters that occur whilst you are staying in the property.  Additional costs will be incurred if an extended stay is required due to illness.

 

Can I cancel my booking and get a refund?

You will need to check with your travel insurance to find out if you are covered for cancelling your booking. We continue to work within our normal terms of business and below is our cancellation policy. You can also move your booking to a more suitable date in 2021 or 2022. Please be aware that moving the date to a different week could result in a change in price which could be either more or less than the previously quoted booking price and this difference will be applied to your booking.

 

What happens if I need to cancel my holiday because I have the Coronavirus and need to self-isolate?

You will need to check with your travel insurance to find out if you are covered for cancelling your booking. We will not be offering refunds. We will endeavour to help as much as possible in terms of offering a change of dates at the discretion of the property owner.

 

What happens if I have to cancel because I’m concerned about catching the Coronavirus?

You can cancel bookings that are more than 16 weeks away and we will give refund.  You will need to check with your travel insurance to find out if you are covered for cancelling your booking outside of our normal Terms and Conditions.

 

Cancellation policy

 

Self-catering accommodation

Self-catering bookings cancelled 16 weeks in advance of arrival date will be refunded in full with a £50 cancellation charge applied.

For bookings cancelled less than 16 weeks before the arrival date, every effort will be made to re-let the property in which case you will be liable for 50% of the full cost.  If however, the property is not re-let, you are liable for the full cost.

Changing bookings from one week to another after the booking has been made will incur a £50 fee and changes cannot be made within 4 weeks of the date of arrival.

The booking fee is non-refundable in all cases.

We strongly recommend taking out holiday insurance to cover you if you are unable to take the holiday for any reason.

 

The Artist Loft – Ensuite rooms

Bookings cancelled within 7 days of the arrival date will receive a full refund.

Bookings cancelled with less than 7 days to the date of arrival will be charged at the full amount.

Changing bookings to another date will incur a charge of £5.

There is no booking fee for the Artist Loft Bed and Breakfast.

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