Booking Conditions
Please read these booking conditions carefully. All holiday reservation requests (whether via email, telephone or post) are considered to be an acceptance of these conditions.
Holiday reservations are accepted subject to these booking conditions by Cornish Gems, referred to as C.G. for the purpose of this document.
Bookings from persons under 18 years of age cannot be accepted.
1. Contract
The Contract of Hire shall be between the Hirer and the Property Owner and subject to the Conditions of Hire. C.G. is acting agent for the holiday home owner and not principals.
2. Payment
Bookings made within 8 weeks of your holiday date must be paid for in full including any additional charges (pets or any bespoke services). For a booking made more than 8 weeks before your holiday starts we require a deposit of one third of the total rental plus any additional charges (pets). The balance is due 8 weeks prior to the holiday start date including any bespoke service requirements. Once a booking has been confirmed by us to you, any alterations involving re-invoicing will carry a £20 fee payable for each alteration made. Requests for property transfer will be handled as a cancellation (see Item 12). Cornish Gems accept all major credit and debit cards. If payment is made by credit card, there is a 2.5% surcharge.
3. Balance Payment
Upon payment of the deposit and subject to acceptance of the booking, the applicant becomes liable for the balance of the rent plus the damage deposit, 8 weeks before for the period of letting including any bespoke service requirements. If the balance is not paid within the timing specified then C.G will take this as a cancellation and the deposit will be retained.
4. Availability
The Hiring Contract is made on the understanding that the property and its facilities as published will be available for the dates stated. In the unlikely event that the property is not available through events arising out of the control of C.G., or the owner, then C.G. may be forced to cancel the booking. The hirer will be advised of any such circumstances as early as possible, and will (where feasible) be offered alternative accommodation of a similar type, standard, location and price. If this is not possible, or if the alternative offered is unacceptable to the Hirer, then C.G. will refund all monies paid in full - but the Hirer will have no further claims against C.G. or the owner.
5. Sleeping Capacity
The maximum number of people allowed is clearly stated in every description and extra persons cannot be accommodated. The hirer shall not part with possession of the property or share it, except with members of the party named on the booking form. The holiday home owners reserve the right to terminate the hire without notice and without refund for a breach of these conditions.
6. Occupation times
Tenancies commence after 3pm on the commencement date of the tenancy and terminate at 10am on the termination date, to allow sufficient time for cleaning.
7. Pets and Smoking
Where pets are allowed there is an extra charge of £20 per pet per week or short break. In making this service available we are relying on you to respond by keeping your pet under strict control at all times. Please bring your own pet basket and do not allow your pet on furniture or beds. A pet must not be left unattended in the hired property at any time. Hirers will be liable for any damage caused by pets and if the property is not left sufficiently clean then the cost of extra cleaning will be taken from the damage deposit (refer to section 8). Smoking is not acceptable anywhere in properties that specify a no smoking policy. If this policy is ignored then C.G reserve the right to take appropriate action. The use of candles are prohibited as they are a fire hazard and can cause damage.
8. Damage, Deposits and Cleanliness
All bookings are accepted on the condition that the property is left clean and tidy, and breakage and/or damage will be paid for by the person who made the booking. A £250.00 damage deposit is held by our credit card pre-authorisation facility and will be returned in full within 14 days after departure, provided no loss or damage has been incurred and the property is left in a clean and tidy condition. There has been cases of fake tan ruining white towels so any costs involved to replace damaged towels will be taken from the deposit. We reserve the right to withhold part or all of the deposit towards extra cleaning costs, where a property has not been left in good condition. Premises are checked by our agents and any damage to the equipment or the property is fully chargeable to the tenant. The liability is not limited to the deposit and Cornish Gems reserve the right to claim all costs relating to damage caused by the tenant.
9. Access
The Property Owner or his representatives shall be allowed access to the holiday accommodation at any reasonable time during any holiday occupancy. We aspire to being able to offer wheelchair access to our properties where possible.
10. Linen
The properties are equipped with bed linen, duvets, sheets, pillowcases and bath towels. Robes are provided in the master bedroom only. Additional linen and towels are only provided in special circumstances and will incur an additional charge. Linen and blankets for cots are not supplied and should be brought by the visitor. Any items that are missing from the inventory at the end of the period shall be replaced using the damage deposit and shall be charged at the RRP. We currently do not provide beach towels. Please do not take the bath towels provided to the beach.
11. Vehicles and Personal Belongings
Baggage and personal belongings are at the Hirer's risk at all times, and no responsibility can be accepted for loss of or damage to any vehicle or its contents. It is the hirers responsibility to ensure that they have adequate holiday insurance cover.
12. Cancellations
If you have to cancel you reservation you must telephone the Company on the number shown on your booking confirmation as soon as the reason for cancellation occurs. You must also confirm your cancellation in writing to be sent within 10 working days to us by recorded delivery to Cornish Gems at The Saltings Reach Office, Saltings Reach, Lelant, Cornwall TR27 6GH.
The day we receive your telephone notification of cancellation is the date on which your reservation is cancelled. You can cancel your booking and you will receive a full refund of all monies paid to us other than our cancellation administration fee of £20, providing your cancellation complies with the conditions below.
- Cancellation because of serious illness, death or injury of any member of your holiday party or of a close family member.
- Cancellation because of jury or witness service (in a court of law) or redundancy effecting any member of your holiday party.
- Cancellation because your home is rendered uninhabitable, due to fire, storm, flood, subsidence, or malicious damage.
- Cancellation because your presence is requested by H.M. Police, following burglary or other incident at your home or place of business.
Any other reason for cancellation than those mentioned will not be eligible for any refund (in the absence of the property being successfully re-booked).
These are only illustrative examples and not an exhaustive list.
13. Cancellation/other reasons
In the event of the applicant wishing to cancel the arrangements prior to the commencement of the letting and not for the reasons stated in item 12 above, and upon notifying our Saltings Reach office in writing, we will endeavour to re-let the property for the period concerned or for such part thereof as may prove possible. If such re-letting can be arranged, the balance, if already paid, will be refunded less a charge for any additional expenses. The deposit will not be refunded. If however the property cannot be re-let then a cancellation charge will be imposed. If notification received 0-13 days before holiday then cancellation charge is 100%, 14-27 days 75% and 28-55 days 60%. 56 + days deposit retained.
14. Complaints Procedure
In the unfortunate situation where there is a complaint would you please give us the opportunity to investigate the matter by following these simple steps:
- Contact agent as shown on your booking confirmation as quickly as possible and ask for their assistance.
- If this does not resolve the problem then you should contact our head office in Lelant on 0844 800 2813 immediately, giving details of your complaint so that it can be investigated right away. We will make every effort to make sure your complaint is handled quickly and efficiently, but we do need you to act immediately if there is a problem.
- In no circumstances will compensation be made for complaints raised after the holiday has ended when the visitor has denied C.G. or the Owners the opportunity of investigating the complaint and endeavouring to put matters right during the holiday.
15. Advertising
C.G. take every care to ensure the accuracy of property descriptions. All information is given in good faith and believed correct at the time of release (all distances are approximate), but C.G. cannot be held responsible for any errors, or the results of such errors.
Further, C.G. cannot accept liability for happenings outside its reasonable control, such as breakdown of domestic appliances, plumbing, wiring and sudden temporary invasion of pests, damage resulting from exceptional weather conditions or owner's negligence resulting in loss, injury or accident. Neither can C.G. accept any liability for changes to (or withdrawal of) specified area amenities mentioned in brochure descriptions, such as sports facilities, country clubs and restaurants.
16. Liability
Company staff have no authority to vary the Company's terms and conditions of trading and no telephone or other conversation, (a description or opinion), albeit in good faith, shall be held to alter the Company's printed matter. The Company's liability shall not exceed the amount actually paid as rental by the hirer for the accommodation rented by him/her from the Company.
17. Price Changes
The agents reserve the right to amend prices quoted in the advertising, due to errors and/or omissions, or changes in the VAT rate. This also includes changes in the payment processing charges once the internet/card payment facility is activated.
18. Bespoke Services
C.G. will endeavour to provide the bespoke services to the best of their ability however to ensure satisfaction they must be booked at least 8 weeks before the commencement of the holiday. C.G cannot guarantee provision for last minute deals or holidays booked within 8 weeks of commencement. Prices are also subject to change. Where the bespoke service involves an activity provided by a company other than C.G, the out sourced company take full responsibility for the customer and their insurance covers every eventuality. C.G take no responsibility for the health and safety of clients undertaking bespoke activities or actions out of their control. It is at the client own risk to take part in any activity provided by C.G however C.G ensure that all their service providers are bonafide and have the relevant experience and insurance to cover their given trade.
