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Frequently Asked Questions (FAQs)

Read our FAQs to help you make a decision

  1. Can we still use our property in the school holidays?

    Of course! We just ask that owners restrict 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 unlimited last minute owner bookings when the property is still available 7 days prior to your arrival.

  2. Do we take a Damage Deposit?

    Yes, guests can choose to either pay a Good Housekeeping Deposit (Deposit) or a Good Housekeeping Waiver (Waiver). The Deposit is a deposit of at least £250.00 depending on the property. This 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 of at least £30 which covers the guest for damages up to five times the Waiver paid. 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.

  3. How do we book owner weeks?

    All private use of your property can be booked through your owner section which integrates with our main booking system. If you use our Property Management Service we offer a 50% reduction on the standard changeover cost for all owner stays as a thank you for using our service.

  4. 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.

  5. 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.

  6. Do you you deal with any guest issues?

    Our customer service team speak to guests prior to arrival and once during their stay to make sure everything is perfect for them. This gives guests the opportunity to flag up any problems and promptly allows us to solve any issues during guests’ holidays. Should the guest feel their complaint has not been rectified to their satisfaction, we would advise them to send the complaint in writing at the end of their holiday. Upon receipt of a written complaint, we will notify you, investigate the complaint and aim to reach a satisfactory conclusion for both parties.

  7. What if the boiler breaks?

    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.

  8. Can you guarantee the bookings?

    We cannot guarantee bookings but our rental projections are realistic and based on our wealth of expertise within the luxury holiday lettings market.

  9. What upgrades can I make to increase revenue?

    We can advise you of the key features guests ask for when looking for a holiday property. Features like hot tubs, ample parking, wood burners and stylish luxury interiors will all increase the income potential.

  10. Should I get a sofa bed for the lounge so the house can accommodate more guests?

    Although it may be something you require for your own purposes we wouldn't promote this online.

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