Frequently Asked Questions

Booking Process

When will I receive property and check-in details?

Once you have placed your booking you will automatically receive an email from us confirming we have received your booking. You will receive a further email from the property owner/agent reconfirming your booking and acknowledging your deposit payment. Please do not book travel such as ferry or flights until you receive this communication. Closer to your arrival time and once your stay is paid in full you will receive another email from the property owner/manager with the property address, travel directions and check-in information together, with information on the person you need to contact before arrival, they will let you know where to collect the key or if they will meet you at the property. Please check your junk/spam folders in case your confirmation ends up here. If you are having difficulty locating this information then please call our Customer Support team, their details will be on the email received when you placed your booking.

What's your cancellation and refund policy?

We operate as an agent advertising properties on behalf of property owners, therefore the cancellation policy is dependent on individual owners. The cancellation cost can be dependent on the time of the cancellation i.e. how close it is to the start of your stay. To check the cancellation policy we would recommend getting in contact with us. If you have an existing paid booking, or a provisional booking, you will have been provided full details so you can check directly.

We recommend taking out a holiday insurance policy in relation to your stay (that covers cancellation insurance including sickness and unavoidable reasons for cancellation).

Can I speak to the property owner/manager directly?

We operate as an agent on behalf of property owners/management teams, once you have completed your booking you will be provided with the owners details so can contact them directly with any queries you may have.

If you need to know any information concerning a property prior to making a booking please contact our Customer Support team who will be happy to try and resolve any queries you may have. We can contact the owner on your behalf if we are unable to provide a suitable conclusion to your query.

What is a security deposit?

Most home owners require a small security deposit to cover any incidental damages that may happen during your stay. This deposit will be fully refunded following your stay assuming there are no damages to the property at the time of checkout. Refunds are usually within seven days of your departure date.

All damage, defects or breakages should be reported straightaway so that issues can be rectified in advance of the arrival of future guests. Please note that small breakages like glasses or cups do not tend to be charged for.

Please take good care of the property during your stay and leave it in a clean and tidy condition on departure to avoid any issues with your security deposit.

Can I hold a property?

Unfortunately we are unable to put properties on hold. As most of our properties book out very quickly, this prevents anyone else making a booking for the same dates. To reserve your dates you will need to make a booking.

What are the check-in and check-out times?

Check-in is generally between 3.00pm to 4.00pm on the day of arrival and check-out is by 10.00am on the day of departure unless otherwise stated in your confirmation email. This is to ensure that there is sufficient time for the property to be properly cleaned and prepared for the incoming guests.

Your final confirmation will clearly state the arrival and departure information. Please contact the owner directly if you need to change this they generally do their best to accommodate guests needs.

I have lost my confirmation email with the check-in details?

Please contact us HERE and we will get this reissued

What if I need to amend my dates or the party size?

If you need to alter your dates or party size please call our Customer Support team to discuss the changes and we will do our best to accommodate these. There may be an administration charge involved, this can be clarified with our Customer Support team. Also note prices are dependent on whether you have booked in peak or off-peak season so there could be an amendment to the price you initially paid.

What is your best price guarantee?

Our properties are managed by experienced partners and payments are processed by them, you can rest assured that by booking through CORNWALL COTTAGES you are assured of the lowest possible price for your stay. We will at no time ever charge you in excess of what you would pay to book directly on the partner's site or charge a booking fee. If you should happen to find a property at a lower price elsewhere on the internet just contact us HERE and we will apply the discounted rate.

Pets

What is a pet friendly property?

Our properties that are shown as 'Pet Friendly' signifies that dogs are permitted at this property. If you are looking to take along a pet other than a dog then we will need to look into this inquiry. In the property listing there is a dog icon and a number, this number represents the number of dogs allowed at the property. 0 indicates that no pets are permitted at the property.

In respect of the properties that permit pets: Dogs are required to be well behaved at all times. Most properties where dogs are welcomed will be free to roam throughout the property but do check the property description first. If restricted to specific areas, please ensure that your pet does not go outside of these areas and are kept off all furniture, pet hair must be removed prior to departure. Dogs must not be left unattended in the property, or in the garden. Any fouling of lawns etc, must be removed immediately. Despite being pet friendly the property might not have an enclosed garden, it is advisable to check this prior to making a booking.

Note: If a property is not categorised as 'Pet Friendly' then this is non-negotiable, the property owner will have rigidly stated that no pets can stay at this property so it remains allergy-free.

Can I take an extra pet than what is stated as allowed at the property?

It is best to check this out with our Customer Support team before booking. Please note: If a property lists 1 dog then it is likely the owner will allow an extra pet, however if you are looking to take two or more dogs then this would be unlikely. If you have any concerns it is best to check with our Customer Support team .

Are guide dogs allowed in the property?

Yes, guide dogs or registered assistance dogs are permitted in the majority of properties advertised regardless if the description states no pets allowed. Please contact Customer Support in advance so that they can notify the property owner. If in any doubt please contact us HERE and we will confirm with the owner.

Facilities

Do all properties have Internet Access

Not all properties have internet access/WiFi. Our properties with WiFi will have this detailed in the property description information. Please be aware that WiFi speed is subject to availability and network conditions particularly in rural areas where it may be intermittent or even on occasions unavailable.

Are towels and linen provided?

The majority of our property owners provide linen and towels at no additional expense. The provision of these items is generally shown within the amenities section of the property description, however if this is not clear then please contact us HERE and we will confirm for you.

We would suggest that you bring along your own beach towels as these are usually not provided.

Can I take an extra guest or extra infant?

The maximum party size will be shown on the property listing. You cannot exceed this capacity as it will result in over occupancy and void the owners insurance policy. However, if you remain below the limit, it may be possible, but this must be checked with us before the commencement of your stay and agreed with the owner. There may be an additional charge for this.

Generally you can take a further infant (under two years of age) if the property has a cot available. If in any doubt please contact us HERE and we will confirm with the owner.

What is an enclosed patio/garden?

An enclosed patio/garden is an area that provides an element of security or privacy. Generally this will be in the form of either a wall, fence or hedge. Please be aware that does not automatically ensure that it is secure enough for children and pets, they could still be able to get out. We would recommend that you inspect the property images and further check with us if you need a secure garden for your stay.

Will a highchair or cot be provided?

Unless stated in the property listing these items are not generally provided however, most of our owners will provide these if requested, there may be an additional charge. If you are unsure please do not hesitate to get in touch with us HERE and we will check for you and ensure they are on site prior to your arrival.

If a standard cot is required please specify.

Complaints

How do I make a complaint?

CORNWALL COTTAGES take customer service very seriously. We want all of our guests to receive exceptional service. If this is not the case and you feel you have reason to make a complaint please do not hesitate to contact us in the first instance HERE and we will be happy to deal with your complaint and get it resolved promptly.