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Frequently asked questions

Got a question about your holiday? Look for the answer in our handy guide below, or give us a call on 01208 869090.

Why do I need to inform you of who is coming on holiday and how old they are?
What if I change my mind about the holiday after paying my deposit?
What is your cancellation policy?
How do I amend any details of my booking?
Is it possible to move our booking to another date or property?
Do I need to take out travel insurance?
Why do you charge a booking fee?
We are two families/groups and would like to pay separately for our share of the holiday. Can we do this?
What is Sage Pay, and is my money secure?
What are the check in and check out times?
Can we check in earlier or check out later?
How do I access the property upon arrival?
Can we smoke in the property?
Does the property have Wi-Fi?
Can I bring my dog?
Our party is one person over the sleeping capacity of the house - can we bring our own inflatable bed?
We are a very large group and can't seem to locate a property that can accommodate our party - can you help?
What is a damage deposit?
What happens if I break or damage something in the property?
When will I get my damage deposit back?
There are building works taking place close to the property. Am I entitled to compensation?
When can I book for next year?
What facilities does the property have?
Do you provide equipment for children and babies?
What is provided upon our arrival?
Can arrange a supermarket delivery to my holiday home?
How often is the property cleaned?
We are coming down as part of a celebration - can you help us with any special arrangements?
Is Latitude50 registered with ATOL or ABTA?
On what basis do you classify a property as ‘accessible’ on your property search?

Why do I need to inform you of who is coming on holiday and how old they are?

We need the names and ages of all party members for fire safety records. This includes guests that will only be there for part of the stay. Only guests that are named on the booking are authorised to stay at the property.

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What if I change my mind about the holiday after paying my deposit?

Once you have completed a booking form, and this booking form has been confirmed by us, we can't provide refunds if you change your mind. We suggest that you only pay the deposit on a holiday when you are entirely sure that you and your party members are able to attend. Once the booking form has been completed, the deposit paid, and your booking confirmed, you are liable for the full cost of the holiday. For more information, take a look at our terms and conditions.

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What is your cancellation policy?

Once you have submitted a completed booking form and made a payment, you are secured against the requested dates at that property. We ask that you inform us both in writing and by telephone if you are unable to attend your holiday, giving a reason if possible. We can then use this information to produce a letter for your travel insurance company to assist you with your claim. If you don't attend the property at all, we will of course refund your damage deposit (if you have paid it at this point). Please view our terms and conditions for our full policy.

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How do I amend any details of my booking?

If you wish to amend your booking, we ask that you contact the office on 01208 869090 to advise us of the changes. This includes changes such as altering the party members or adding or removing a dog. We can then update the booking and advise you of any changes to your balance.

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Is it possible to move our booking to another date or property?

Unfortunately, this isn't possible as each of our properties is owned by a different person. In rare and exceptional cases, an owner may allow us to move your start date at a property, but this is at the owner’s discretion and can't be guaranteed.

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Do I need to take out travel insurance?

It is important that you take out travel insurance, even for domestic travel (and even for a short break). This means that if for any reason you need to cancel your holiday, you will be covered financially. It is the responsibility of the person making the booking to ensure that all members of the party take out comprehensive travel insurance. This should cover any special requirements your party may have, such as factoring in extreme sports and activities.

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Why do you charge a booking fee?

There are a number of administrative and operational costs associated with taking a booking and we prefer to make these visible to our guests rather than including them within the quoted tariff of the property.

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We are two families/groups and would like to pay separately for our share of the holiday. Can we do this?

Yes, we try to accommodate this as much as possible. If you are not the named lead on the booking, you are welcome to call our office and pay by card over the phone, or by BACS transfer. If you do pay by BACS we ask that you quote the house name and the surname of the lead booker so that our finance team can allocate your payment correctly. We are unable to refund the damage deposit to multiple guests post-holiday as this is done in one transaction to the bank or card that the lead guest has registered with us.

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What is Sage Pay, and is my money secure?

Sage Pay is the company we use to process all card payments. These include payments made through our website and on the telephone.

Your money is certainly secure with this system. Sage Pay “has the highest level of card data security (PCI DSS Level 1 compliant) so customers can trade with peace of mind and shoppers are protected against fraud.” Your details are held in a secure account with Sage Pay.

If you make a BACS transfer, please be assured that your details are securely held on behalf of our Client Account with Lloyds TSB.

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What are the check in and check out times?

Guests can check in at the property from 4pm and check out by 10am.

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Can we check in earlier or check out later?

We try to accommodate your needs where possible, so do please ask. However, where different parties are checking in and out on the same day, we are unable to alter the times. This is because we need time to prepare the property for guests, which involves a full clean and any necessary maintenance. On some occasions, we can allow you to park up early so that you can explore the local area while the house is prepped. If you choose to arrive before the house has been signed off by our Property Manager, we won't be able to guarantee that it is fully cleaned and prepped.

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How do I access the property upon arrival?

When you pay your balance, we'll email you an arrival pack. This pack includes directions to the property as well as notes on how to access it. All Latitude50 properties have a secure key safe, and we will provide you with a key code, which gives you flexible access if you arrive later than 4pm. You can then use this key safe for the duration of your stay, should your party members split into groups; meaning that whoever gets back first can access the keys.

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Can we smoke in the property?

All Latitude50 properties are strictly non-smoking. We ask that guests please smoke outside and dispose of any cigarette butts appropriately.

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Does the property have Wi-Fi?

All of our properties have Wi-Fi. Passwords for accessing the service are either located in the house information folder or on the broadband box itself. We can't guarantee the speed of the internet or be held responsible for any issues with the service, but if you have a problem do let us know and we'll do our best to help.

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Can I bring my dog?

North Cornwall is a fabulous place for four-legged family members and the majority of our houses are dog friendly. Please check the individual property listing on our website for information about bringing dogs, which includes any restrictions and charges. If you would like to bring more than two dogs we ask that you please call the office so we can check this with the property owner. If they agree to accept more, we will need to double the stated damage deposit to cover any additional cleaning (for instance, of carpets and upholstery). We do ask that dogs aren't allowed in the bedrooms or on the furniture, and that you clean up and appropriately dispose of any dog mess.

Rock Beach, Porthilly Cove and Daymer Bay allow dogs all year around, and Polzeath Beach allows dogs from 1 October to Easter.

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Our party is one person over the sleeping capacity of the house - can we bring our own inflatable bed?

Unfortunately, we can't accommodate more people than the capacity advertised on the house description. This is simply to cover fire safety and insurance requirements. It also ensures guests' comfort and enjoyment of the property. However, we do allow babies or toddlers to be added if they use a travel cot (this depends on space, so please enquire about your property beforehand).

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We are a very large group and can't seem to locate a property that can accommodate our party - can you help?

If you are a large group (e.g. 12+), it may be that our large properties are already booked. We do, however, have groupings of neighbouring and nearby properties that can be hired in conjunction with one another. To talk through the options, just give us a call. We may also have a large property in temporary reserve, so please do enquire.

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What is a damage deposit?

This is a property-specific, refundable sum of money required by the property owners and held by us during your holiday. This balance needs to be paid six weeks before your stay and serves as an assurance that we can cover the cost of putting right any damage that might occur during it. Once you have left the property, we'll carry out a house check to make sure there is no damage or breakages. If everything is in order, we will refund the full total. If there are damages, we'll let you know as soon as possible, outlining the value we'll need to deduct from your deposit. We will then refund the remaining money and provide accompanying paperwork of any intervention taken to rectify the damage. Please note: the damage deposit doesn't limit your liability for damages.

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What happens if I break or damage something in the property?

If an accident does happen, please give us a call and let us know as soon as you can. This will give us a chance to get it fixed, replaced or repaired. If, for example, you spill something on the carpet, please do contact us immediately and don't attempt to clean it yourself. We have professionals that can clean nearly any stain possible without damaging the furniture or carpet.

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When will I get my damage deposit back?

Your damage deposit will be refunded to you approximately 7 to 10 days after your stay. This will happen when we have received any invoices related to your stay, to ensure there have been no unexpected additional charges, and once the house has been signed off.

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There are building works taking place close to the property. Am I entitled to compensation?

The local area is a developing and expanding location, and there are building works going on throughout the year. If we are informed of any works that we think may affect your stay, we'll let you know by email, if possible, before your arrival. However, as these works are out of our hands, we unfortunately don't have the power either to stop them during your stay or provide compensation for any disruption.

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When can I book for next year?

When you stay with Latitude50, you will be sent a repeat booking form after your holiday and when your damage deposit is refunded to you. Property owners are given first refusal on dates for the following year, and once we have confirmed these with them, we will give you first refusal on the same property and date for the following year (if possible). Any remaining available dates are then published on our website. This process begins in and around September of each year. As soon as we have the information, we will get in touch with you. If you don't return your repeat booking form to us, we will make the dates available to other guests.

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What facilities does the property have?

All of our properties are comfortably furnished and well-equipped with crockery, cutlery, cooking utensils, cooker, fridge, toaster, iron and ironing board, television and microwave. All are centrally heated, unless otherwise stated. Please do check each property specification on the website for more details and a full list of extras (e.g. barbecue, dishwasher, washing machine).

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Do you provide equipment for children and babies?

If a property has any equipment such as a cot, high chair or stair gates, we'll list this on the individual online property listing. If you need any equipment, we recommend that you contact our local supplier, Babes and Bikes, who are based in Wadebridge. They will deliver any equipment you hire, assemble it and then collect it from the house after you have departed. You can find out more about this on our Extra Services page.

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What is provided upon our arrival?

We ensure that all houses have the basics you'll need on arrival. This includes dishwasher tablets to get you started, a scrubby sponge, jay cloth, washing up liquid, bin liner, a full toilet roll in each toilet, salt and pepper, kitchen cleaner and toiler cleaner.

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Can arrange a supermarket delivery to my holiday home?

You can arrange for an order to be delivered to the property before your arrival so that your fridge is fully-stocked when you get there. We will happily take delivery of this order for you and unpack your items. For more details, take a look at our Extra Services page.

Once you have arrived at your holiday home, you can arrange for a supermarket delivery to the house during your stay. We ask that you are there to accept the delivery, so please choose an appropriate time slot.

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How often is the property cleaned?

A designated housekeeper will ensure that your house is clean and prepped for your arrival. Our tariff includes all linen and towels and therefore the only thing we would ask you to bring is beach towels.

If you stay for a two-week holiday, you will be entitled to a free interim clean halfway through your stay. A housekeeper will come to the property, usually on the original changeover day at around 10.30am, and clean the bathrooms, toilets and kitchen area. Please do let us know when you book whether you wish to have this option during your stay.

Additional cleaning can be arranged during a stay of any length, charged at a minimum three-hour rate. Please contact the office to tell us more about your requirements.

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We are coming down as part of a celebration - can you help us with any special arrangements?

We are happy to help wherever we can, so feel free to call the office or pop in so that we can talk through your plans. Our team has vast local knowledge and can recommend everything from venues to caterers and cake makers, to name but a few. To find out more, visit our Extra Services page.

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Is Latitude50 registered with ATOL or ABTA?

ATOL (Air Travel Organiser’s Licence) relates to travel companies that provide flights and air holidays. ABTA (Association of British Travel Agents) is a group that ensures holidaymakers are protected financially and by a code of conduct should a travel agent go out of business. We are not a travel agency and do not provide flights, and therefore are not members of either body. We are, however, members of the English Association of Self Catering Operators (EASCO), which is the professional body that represents us.

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On what basis do you classify a property as ‘accessible’ on your property search?

We understand that our guests have a range of requirements when it comes to accessibility. We’ve therefore included a tick box on our search facility to help narrow down those properties with a ground floor or entry level bedroom, bathroom and living area. There may, however, be some steps to enter the property initially or indeed a limited number of steps inside. You’ll find more detailed information about a house’s layout on its property description and by downloading the floorplans. If you have any questions at all, please call our office on 01208 869090 and we can help match you with a property that will suit your particular requirements.

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