COVID19 - Customers FAQS

FAQ’S

(UPDATED 5th January 2021)

Following the latest government announcement all our properties are now closed until at least the 12^th April.  If you have a booking during this time we will be in touch with you.  At the moment we are accepting bookings with a start date from the 12^th April onwards but this is subject to change following further government announcements.

If you are unable to take your holiday due to legal restrictions (total lockdown, tier restrictions), we would either offer to transfer your holiday to a later date in 2021 or, if this was not possible, we would offer a refund.  If there are no legal restrictions in place our normal terms and conditions will apply. 

Please note that until further notice check in time will be 6pm and departure time will be 9.30am for all 2021 holidays.  There will be Covid-19 information in your property detailing any changes to our normal procedures.

What happens if I catch Coronavirus and need to cancel my holiday?

You would need to check if your travel insurance will cover you.  You may be able to transfer your holiday to a later date in 2021.  Please note this would be at the discretion of the property owner.

What happens if I have to cancel my holiday because I need to self-isolate or am advised not to travel on medical advice?

You would need to check if your travel insurance will cover you.  You may be able to transfer your holiday to a later date in 2021.  Please note this would be at the discretion of the property owner.

What is the position if I wish to change or cancel my booking because I am afraid of travelling in the current situation?

If there are no legal restrictions in place our normal terms and conditions will apply.  Any request for transfer or cancellation would be at the discretion of the property owner.  With any transfers, if the new week was of a higher price the increase would be charged.  If it was of a lower price the difference would be refunded.   

What happens if myself or a member of my party develops symptoms during my stay?

The most recent advice is that if a guest is displaying signs of Covid-19 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 Covid-19 they should return 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.  Guests should follow government guidance on dealing with possible or confirmed Covid-19 infection.

In the event that your stay should be extended you would be liable to pay for all affected bookings as a result.  Porthleven Harbour Cottages and the property owners cannot accept any responsibility for matters beyond our control or for any Covid-19 issues.

Have you put extra housekeeping measures in place?

We have taken a lot of extra measures during 2020 to re-assure our guests and these will continue through 2021.  All our properties are cleaned to an extremely high standard but the earlier departure time and later check in time will allow for the extra deep cleaning that is required to help prevent the spread of Coronavirus.  Our housekeepers have all been supplied with the appropriate PPE and have been advised of all the new procedures they need to take and the recommended disinfectants etc. will be used in our properties, particularly in high contact areas.  Soft furnishings will be steamed wherever possible and all properties have been fitted with wall mounted hand sanitisers inside the entrance doors.  Mattress and pillow protectors will be changed as a matter of course for each guest.  Wherever possible high risk items such as board games and childrens’ toys have been removed from the properties.  Various other measures are being taken and these will be detailed in your property information.  We hope these measures will reassure you but we cannot guarantee that any property will be free from Covid-19 infection. 

If any member of the party develops any symptom of Coronavirus you are advised to follow the NHS guidelines at: https://www.nhs.uk/conditions/coronavirus-covid-19/