Frequently Asked Questions (FAQs)

Read our FAQs to help you make a decision

Can we still use our property in the school holidays?
Of course! We just ask that owners limit their usage to six pre-booked weeks per year and that only one of the weeks is in the peak months of July or August. Over and above the six weeks allocation, we also offer an unlimited amount of last minute owner bookings when the property is still available 7 days prior to your arrival. This allows owners to maximise their income whilst still spending lots of time at their holiday home.
How do we book owner stays?
All your private use of your property can be booked through your owner section which integrates with our main booking system.
Do Cornish Gems handle guest issues during their stay?
The Cornish Gems team look after the guests throughout the booking journey from the point of enquiry until after they depart your property. During their stay the customer service team makes contact with the guests to make sure everything is perfect for them. This gives guests the opportunity to flag up any problems and allows us to resolve any issues during guests’ holidays. We find that a quick response and resolution minimises the likelihood of a guest complaint. We also manage the out of hours emergency phone for guests so they can get in touch with us outside office hours.
Do Cornish Gems take a Damage Deposit?
Yes, most Cornish Gems have a damage deposit which we refer to as a “Good Housekeeping” deposit of £250 but for some larger properties with features like indoor pools we increase this to £1000. Guests can choose to pay a Good Housekeeping Deposit (Deposit) or a Good Housekeeping Waiver (Waiver). The Deposit is a pre-authorised amount which will be held on the guest's card from the day before check-in. The Waiver is a non-refundable payment which covers any damage up to the deposit level. There will always be an element of wear and tear and breakages which guests are not charged for however we will always seek to charge guests for wilful and negligent damage. Where the damage exceeds the Deposit/Waiver cover then we will seek to recover further reasonable costs. Reassuringly, this type of damage is very unusual.
We already have a housekeeper looking after our property. Do we have to use your property management service?
We are happy to work alongside other professional housekeepers/management companies and will notify them directly of bookings and guest requirements to minimise the need for your involvement. We ask that all of the properties on the portfolio have the same luxury “Cornish Gems” welcome for guests and we will send you a guide for this.
Do you have a list of essential items we need to provide for guests?
Yes, we have a list of essential items which we will double check for you prior to your first booking. Our Property Standards Assessor will also visit your property each year and check these essential items and report any maintenance and health and safety action points to you to ensure your property is always looking its best. There is no additional cost to you for this service.
Do we have to accept dogs and will it affect bookings if we don't?
Cornwall is the perfect place for dogs and a large number of guests want to bring their much loved canine friends with them on holiday. Over 30% of our bookings are from guests bringing their dogs on holiday. if your property lends itself to welcoming dogs, we highly recommend you consider accepting them. We outline our dog ‘house rules’ to all guests and can genuinely confirm we tend not to experience problems. Accepting dogs will boost the income we can achieve for you. If you would rather not welcome dogs then we recommend that you make your property ‘pet free’ so we can market your home to guests who are adverse to dogs and may have pet allergies.
Can we just place our house with you from May to September?
Our clients book holidays in Cornwall all year round so we do ask for year round availability of your property. We are happy to discuss exceptions to this requirement.
Do we have to pay extra for photography?
No, Cornish Gems will cover the costs of a full professional photoshoot of your property when it joins the portfolio.
What if the boiler breaks down?
It is important you take out cover for your heating system and electrics. We work with Blue Flame and British Gas who offer property owners a range of packages that cover both heating and electrics. These packages offer peace of mind and great savings on potentially expensive maintenance issues.
Can Cornish Gems guarantee the bookings?
We cannot guarantee bookings, our rental projections are realistic and are based on our wealth of expertise within the luxury holiday lettings market.
What upgrades can I make to increase revenue?
Features like hot tubs, pools, cinema rooms, wood fired ovens and stylishly designed interiors will all increase the income potential.
Can you help me get my property ready for holiday letting?
Preparing your property for luxury holiday rental can be time consuming and daunting, especially if you do not live locally. The Cornish Gems “new property team” will guide you through this process ensuring your house is legally compliant and looking perfect for the first guests with all the essential items in place. If you would like some help with interior design, our in house “Gems Interiors” team can help you create a beautiful Cornish Gem ensuring the budget is spent to maximise the rental income.
I am looking to buy a holiday home. Can you help me find a suitable property?
Yes, we would be happy to help you find the perfect Cornish Gem. Our Portfolio Team works closely with local estate agents and property finders. Visit our website page to view some Gems for Sale. If you would like to receive property alerts via email please sign up to our newsletter here.

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