House Rules

Your ‘Cornish Gem’ should be well presented for you with everything operating correctly. In the unlikely event this is not the case, please contact us within 48 hours of your arrival.

You will receive a courtesy call from our team to your nominated mobile phone the next working day following your arrival. This is the perfect opportunity to confirm whether you are satisfied.

The maximum number of people allowed is stated in the Property Description (subject to complying with any government guidance or restrictions).

Extra persons cannot be accommodated. Please refer to our Booking Terms and Conditions for further details.

Please refer to our Booking Terms and Conditions for our terms relating to your Check-in Date and Departure Date.

Early check-in may be available at an additional cost for some properties (please ask a member of the team for details).

In general, we aim to make the Property available from 4:30pm on your Check-in Date and require you to leave by 10:00am on the Departure Date.

Please note that check-in and check-out times may vary due to Events Outside Our Control and you will be notified of any changes in advance of your Stay.

Your check-in time is detailed in your reservation confirmation.

The key is located at the Property on the day of your arrival within a key safe (where applicable).

You will receive a text message with the key safe code to your nominated mobile number at your allocated check-in time.

Please ensure you are using the correct key safe, as some properties have more than one.

Please vacate the Property by the stipulated check-out time.

Please ensure all windows are closed, lights are switched off, doors are locked and the keys are returned to the key safe (where applicable).

We kindly request that you avoid leaving washing up. Where a dishwasher is provided, it is fine to load and run a cycle and our team will unload.

Where a barbecue has been used, please ensure this has been cleaned after use.

Please refer to our Booking Terms and Conditions for your obligations relating to keys, fobs and parking permits.

Smoking, using e-cigarettes, vaping and illegal drug use in any part of the Property or its grounds is strictly forbidden and may result in additional charges and/or you being asked to leave the Property.

The use of candles and fireworks is not permitted at or in any Cornish Gems property.

Please refer to our Booking Terms and Conditions for further details.

Properties do not offer electric vehicle charging unless there is a specified charge point and the usage has been agreed by the Owner in advance.

Charges will be incurred at the full advertised cost per vehicle per day.

Where a vehicle is charged without prior authorisation, the full daily rate plus an administration fee will apply.

For health and safety purposes, vehicles must not be charged using a domestic 13 amp socket outlet.

The Good Housekeeping Waiver does not cover charges incurred in relation to electric vehicle charging.

If pets are permitted at the Property (as stated in the Property Description), no guarantee is given that the Property will have a secured enclosed garden or other means to secure pets outside.

You are responsible for keeping your pet under strict control at all times.

Please bring your own pet basket or cage.

Pets are not permitted upstairs, on furniture, in bedrooms or on beds.

Pets must not be left unattended in the Property at any time.

On the Departure Date, the Property must show no sign that a pet has been present, no waste must be left in the grounds and no nuisance caused to neighbours.

You will be liable for any damage caused by pets and any additional cleaning required.

Pets must not be brought to a Property advertised as not allowing pets.

Where pets are welcome, additional charges apply as follows: Gem £50, Extraordinary Gem £75, £50 for each additional dog.

If a pet is brought to the Property without being declared prior to arrival, additional charges and an administration fee may apply.

Where pets are not permitted, no warranty is given that the Property is suitable for allergy sufferers. Please refer to our Booking Terms and Conditions.

You and the Booking Party must keep the Property and all furnishings, kitchen equipment, crockery, glasses, bedding and towels clean and in good condition.

You are responsible for the cost of repairing any damage.

The Property is equipped with bed linen, bath and hand towels, tea towels, oven mitts and bath mats.

Clean bed linen is provided on the Check-in Date.

No linen change is provided unless the Stay is for two full weeks or more, in which case weekly linen changes are included.

You are not expected to wash towels or linen before your Departure Date.

Additional towels may be provided at an extra cost per person.

Rubbish and Recycling

You are required to dispose of refuse and recycling in accordance with the instructions provided.

Bins must be returned to the appropriate location following collection.

Please notify us if a collection is missed.

Broadband internet access is offered in some properties for recreational use where specified.

Availability, minimum speed and uninterrupted service cannot be guaranteed.

Please refer to our Booking Terms and Conditions for further details.

A starter pack is provided containing a limited supply of washing up liquid, dishwasher tablets, sponge, dishcloth and tea towels.

A clean bin bag and one spare will be provided, along with one recycled toilet roll per bathroom.

For properties with a woodburner or open fire, a starter pack of logs, kindling and fire lighters is provided during cooler months.

Where a hot tub is provided, strict rules must be followed for safety and hygiene. Failure to comply may result in additional charges.

Some properties rely on septic tanks. Please do not use bleach products where septic tanks are present.

Sanitary and baby products must not be flushed and should be disposed of using the bins provided.

Please notify us promptly if any water supply issues arise.

In line with our B-Corp journey and commitment to supporting local Cornish businesses, you will be offered a choice of welcome gifts at the point of booking.

• Cornish Food Box Gift Card
• The Gems Welcome Gift Box
• Cornwall Wildlife Trust Membership
• Cornwall Heritage Trust Membership
• Plant a Tree
• Gems Shop Voucher

Emergency support is available outside office hours for the following issues only:

• No heating
• No power
• No water
• Serious water leaks
• Locked out

Problems accessing Wi-Fi are not deemed an emergency.

If a complaint arises during your Stay, please contact our Guest Experience team as soon as reasonably practicable. We will make every effort to deal with your complaint quickly and efficiently. In no circumstances will compensation be made for complaints raised after the holiday has ended when the visitor has denied Us and/or the Owner the opportunity of investigating the complaint and endeavouring to put matters right during the Stay.

Email: customerservices@cornishgems.com or send your complaint to Cornish Gems, Carne House, Threemilestone Ind. Estate, Truro TR4 9LD

Complaints must be raised during your Stay to allow investigation and resolution.

Formal complaints must be submitted within 30 days of the end of your Stay.