Covid-19

As holiday home owners, we have an obligation to protect the health of Newquay’s residents and ensure that the NHS in Cornwall does not become overwhelmed.

With this in mind, if a booking is made for a period where there are known restrictions in place, we will cancel the booking and refund any monies paid.

Cancellation due to Government restrictions

Up to the day of your arrival, if government restrictions (limited to regional or national lockdown or implementation or change of tier rating) prevent you from taking your holiday, we will refund you in full or offer you the opportunity to book an alternative date.

If the published price of the new dates are lower, you will receive a refund of the difference. If your booking moves from a low peak period to a medium or high peak period, you will need to pay the difference. If your booking is moved to a similar peak period where for example there is a small annual increase, you will not be required to pay that small increase.

There will be an administration charge of £35 deducted from the refund for cancellations. There will be no additional charge for moving your dates.

Becoming ill during your stay

The Government has issued guidance for holiday home owners:

People staying in accommodation that have symptoms of coronavirus (COVID-19)

If a guest is displaying signs of the coronavirus virus while staying in overnight accommodation, they should inform the accommodation provider, immediately self-isolate where they are to minimise any risk of transmission, and request a test. If they are confirmed to have coronavirus (COVID-19), they should return home if they reasonably can. They should use private transport but only drive themselves if they can do so safely. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority.

The accommodation provider and guest should discuss next steps as soon as possible. If the guest is unable to return home and the accommodation provider is able to extend the guest’s stay, the accommodation provider and guest should discuss meal and laundry provision, and accommodation providers should consider whether symptomatic guests should clean their own rooms and strip their own beds.

Unless otherwise provided for in the contractual terms of the booking, the guest will be expected to pay the costs of an extended stay in all but exceptional circumstances. Exceptional circumstances may include but are not limited to where the accommodation provider has failed to follow government guidance to create a COVID-19-secure environment.

There will be some types of accommodation where self-isolation would not be possible, for example if there are shared washing facilities or if the risk to the host, owner or staff cannot be mitigated. In these cases, guests should make arrangements to travel home if they reasonably can. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority.

Accommodation providers should consider how best to inform guests about their policy for Covid-symptomatic guests, for example during the booking or check-in process.

Guests should follow government guidance on dealing with possible or confirmed coronavirus (COVID-19) infection. Once the guest (and if appropriate their family) has finished the required self-isolation period and is no longer symptomatic, they should return to their main residence and continue to follow the government guidance on self-isolation, household isolation and social distancing.

We would therefore ask that if you or one of your party become symptomatic, that you get in touch with us as soon as possible.

With the likelihood that further guests will be expected following your stay, we would ask that you vacate the property and return home as soon as possible so that a deep clean can be undertaken. In order to mitigate the risk to the housekeeper, as much time as possible will need to be left between you leaving and the housekeeper cleaning before the next guests are due to arrive. You should seek reimbursement from your insurance company for the curtailment of your holiday.

If you have any questions on this Covid Cancellation Policy, please do get in touch at no5pentire@gmail.com

Credit Notes

At present we do not have the ability to offer credit notes instead of re-booking or cancellation. If this changes, we will update the site accordingly.