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Please note that due to Coronavirus we are no longer accepting bookings for holidays arriving before 02 July 2020. Read our update

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Coronavirus (COVID-19) Company Update

Coronavirus (COVID-19) Company Update

Updated 09/04/2020

During this extremely difficult time the safety of our staff, suppliers, customers and property owners is of the highest importance to us.

We are understandably receiving an extremely high volume of phone calls and emails. Our team is working tirelessly to support our customers and owners with their queries.

If you have a booking that starts after the current lockdown period, please kindly wait to contact our team. In the meantime, the FAQs below may help to answer your questions.

I have an upcoming booking, am I still able to go?

The government’s instruction issued on 23 March 2020 states that everyone must stay at home during this period of lockdown. As a result, you will not be able to travel to Cornwall. This will remain the case until these government restrictions are lifted. We are keeping a close eye on government advice and will update this page as and when this changes.

It is possible to postpone my holiday?

Whilst the option of postponement isn’t part of our standard terms and conditions, we are working with property owners and encouraging them to be flexible during these uncertain times. Postponement to a later date this year or to the same week in 2021 may be possible for guests who were due to stay during the period of government lockdown. This is subject to the individual property owner’s discretion and is not guaranteed. We are waiving our administrations fees for amending holiday dates. If you choose to postpone to a week of a higher tariff, the difference will be charged.

If I choose to cancel my holiday, will you issue a refund?

Your contract doesn’t allow for any refund so if you do want to cancel your holiday, we would refer you to your travel insurance provider. Depending on your individual circumstances, you may be eligible for a claim. We are happy to provide supporting paperwork for your claim. We will refund your damage deposit and any fees for extras to include dog fees, hot tub fees, online hampers and wine fees.

I have a holiday due to start after the current lockdown period, am I able to postpone?

We are currently focusing on guests due to arrive during the current period of lockdown. We are not able to offer guests whose booking commences after the current lockdown period, the option of postponement. If and when, the government extend the period of lockdown, we will be in touch to discuss your options.

The balance on my holiday is due, do I still need to pay it?

Yes, you will need to pay your balance on time as this is part of your contract. If the period of lockdown is extended to include your booking, we will be in touch to postpone your stay, subject to the owner’s discretion. Your balance will then be due six weeks prior to the new dates of your stay.

What if a member of my party is deemed to be in the ‘vulnerable’ group?

We are referring to government advice on travel restrictions for those deemed to be “vulnerable”.  Where possible, we will work with the property owners to postpone your holiday.

Are you accepting new bookings?

We are also no longer accepting bookings for holidays arriving before 02 July. The situation is constantly changing, and we will be reviewing timescales in line with government advice.

What are your current opening hours?

Both of our Rock offices are currently closed, and the team are working remotely from home (contactable on the usual channels). Our opening hours are currently Monday to Friday, 9am to 5pm.

The latest statement from Visit Cornwall provides useful context regarding the current situation.

The Department for Health and Social Care website and the NHS website are useful sources of up to date information.

Thank you for your patience and continued support during this difficult time.

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