Updated 11/05/2020

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.

As a result of the most recent announcement, we are working to contact all clients due to depart for their holiday before 30 June 2020 starting with those with the closest arrival dates.

If you have a booking that starts from July onwards, 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 travel restrictions are lifted. We are keeping a close eye on government advice and will update this page as and when this changes.

Is it 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 administration fees for amending holiday dates. If you choose to postpone to a week of a lower tariff, the difference will be refunded and if you postpone to a week at a higher tariff, the difference will be charged.

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

If your holiday falls within the lockdown period, you are unable to claim on your travel insurance and the option of postponement isn't suitable for you, we will offer a refund.

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 extends 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?

If the balance of your holiday is due before 23 May, please get in touch and we will be able to postpone your balance due date. If you choose to postpone your holiday, 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”.  If your holiday falls within the period whereby you have been advised not to travel, please get in touch and we can either work with the property owners to postpone your holiday or issue a refund.

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.

If you would like to request a holiday that commences after the current period of lockdown and before 02 July, please get in touch. We can register your request and should travel restrictions be lifted for your requested dates, we will get in touch with you to secure your booking before it is made available online.

What are your current opening hours?

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

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.