Cornish Gems 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.
Cornish Gems Ltd (CG) act as an agent for the owner (the Owner) in the letting of their property (the Property) to you, the hirer (You). When You make a booking through CG, You enter into a contract with the Owner. Cornish Gems does not hold any ownership in the properties but acts as an agent for the Owner of the property. The rental arrangements are made by Cornish Gems on behalf of the Owner and the contractual relationship is directly between the Owner of the property and You. Cornish Gems will upon request, provide the name and address of the Owner of the property You have booked.
2. Payment and refunds
Bookings made within 4 weeks of your holiday start date must be paid for in full, including any additional charges and the damage deposit. No refunds will be provided for a cancellation of the holiday after payment has been received. For a booking made more than 4 weeks before your holiday start date, a deposit of one third of the total rental is payable. This deposit is non refundable. Upon payment of the deposit and subject to acceptance of the booking, the balance of the rent plus the damage deposit and the cost of any bespoke service requirements must be made on or by the date which is 4 weeks prior to the holiday start date (the Payment Date). CG will inform you of the Payment Date at the time of the booking and remind you by email as the date approaches. If the balance is not paid on or by the Payment Date, You authorise CG to debit the bank card provided for the balance on the Payment Date. If payment of the balance, for whatever reason, is not received by CG on or by 3 weeks before the holiday start date, CG reserve the right to cancel the reservation, to retain the deposit and seek from You payment of the outstanding balance. CG accept all major credit and debit cards including AMEX. There is no charge for using a credit card (for all bookings taken prior to 13 January 2018, a 2.5% surcharge would have applied to payment by credit card) Cheques are not accepted as payment. Once CG have communicated the booking to You, a minimum administration fee of £25.00 plus vat is payable for all changes to the booking. Any alterations involving re-invoicing will carry a £25.00 plus vat fee payable for each alteration made. Cancellations or Requests for a Property transfer will be handled as a cancellation (see paragraph 12).
3. Booking and Availability
You, as the party leader, must be over 18 years old. You acknowledge that CG staff have no authority to vary these booking conditions or any of its printed matter and that You have not relied on, and shall have no right or remedy in respect of, any statement, representation, assurance or warranty (whether made negligently or innocently) other than as expressly set out in these conditions or any of CG printed matter. Whilst the contract is made on the understanding that the Property and its published facilities will be available for the dates stated, all of the properties are subject to availability. In the unlikely event that CG or the Owner has to cancel the booking, CG will, if possible and as soon as reasonably practicable, offer You alternative accommodation of a similar type, standard, location and price. As the alternative property is likely to be owned by a different Owner, the advertised cost of the alternative property will be payable. If the cost is higher, You may be able to claim the price difference from the original Owner. If the cost is lower and You have already paid the full amount for the holiday, You will receive a refund of the price difference. If you do not wish to accept the alternative property You will receive a full refund of all monies paid to CG but You will have no further claims against CG or the Owner.
4. Sleeping Capacity
The maximum number of people allowed is stated in every description and extra persons cannot be accommodated. You shall not part with possession of the Property or share it, except with members of the party named on the booking form. You shall not use the Property for any commercial purpose. The Owner reserves the right to terminate without notice and without refund for a breach of this condition.
5. Occupation times
The Property shall be available from 4:30pm on the holiday start date until 10.00am on the end date. Early check in is available at an additional cost for some properties (please ask a member of the team for details). Should You fail to leave the Property by this time, a fee may be incurred which is payable out of the damage deposit (paragraph 10). All keys must be returned to the key safe upon check out otherwise a £50.00 fee will be incurred and deducted from the damage deposit.
6. Pets and Smoking
Where pets are allowed there is an extra charge as follows:
Min 7 night stay:
£20 for each additional dog
£15 for each additional dog
In making this service available we are relying on you to keep your pet under strict control at all times. Please bring your own pet basket and do not allow your pet on furniture, in bedrooms or on beds. A pet must not be left unattended in the Property at any time. You 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. CG adopt a strict no smoking policy. Smoking is not acceptable anywhere inside the Property. If this policy is ignored then CG reserve the right to take appropriate action. The use of candles are prohibited as they are a fire hazard.
7. Linen and Equipment
The Property is equipped with bed linen (duvets, sheets, pillowcases), bath and hand towels, silicone oven cloths, tea towels and bath mats (one per bathroom) and all items specified on the Property's inventory. Additional linen and towels can be provided upon request and will incur an additional charge. Linen and blankets for cots are not supplied. You must not take the white towels to the beach. Any items that are missing from the inventory at the end of the holiday shall be charged to You at their RRP and deducted from the damage deposit.
8. Wi Fi
We insist all our properties provide unlimited WiFi for our guests, however Cornish Gems cannot accept liability for WiFi at any of our properties as it is always outside of our control. We do not guarantee: the availability of the service; the speed at which information may be transmitted or received, or that the service will be compatible with the equipment that our guests use. We will however, endeavour to assist with any queries and try to rectify any problems as quickly as possible.
9. Property Location and Accessibility
Please familiarise yourself with the exact location of the property using the google map feature provided on the property page. Properties displayed under the location headings may be in the vicinity of the location stated and you can then establish distance to local amenities using the google map feature. Please ensure you familiarise yourself with the property access prior to booking. Please contact your sales team should you require further clarification.
10. Cautionary Deposit
All bookings are accepted on the condition that the Property will be respected, and that You shall be responsible for any loss and/or damage to the Property and/or its contents. You are to take good care of the property and leave it in a clean and tidy condition at the end of your stay. A cautionary deposit of either £250.00, £500.00 or £1,000.00 is required prior to your check in and access to the property will not be granted without successful pre-authorisation of these funds. The cautionary deposit amount required for each property can be found on the ‘how to book and pay section’ of the specific property page on our website. Alternatively please contact the reservations team prior to booking for confirmation of the amount and terms.
The day before your arrival we will pre authorise your nominated card for the cautionary deposit amount. This pre-authorised amount will be taken from from the payment card used for settling the balance of your holiday. Should you wish to use an alternative card, then you will have the opportunity to provide card details when paying the balance of your holiday, either online or over the phone. (Please note you can use a credit card for this without incurring any charges). Please be aware the pre-authorisation will not show as a transaction on your statement as the amount is simply held and will be released in full within 14 days of departure, provided no loss or damage has been incurred and the Property is left in good order.
The Property shall be checked following your departure. We shall report to You in writing within 7 days of departure, with details of the damages/loss incurred and/or additional cleaning costs with an indication of any possible deductions along with photographic evidence (where applicable). You will have 5 working days to respond with any queries. During this period of investigation, we will debit the full cautionary deposit amount from your card. Once investigations are complete, we will confirm final deductions and refund any monies owed to you within 48 hours. Please note we reserve the right to charge an administration fee for the processing of any damage claims.
We or the Owner reserve the right to seek to recover further reasonable costs if the cautionary deposit paid is insufficient to repair or replace any damage caused to the Property or its contents during your stay. In this instance We will upon request, provide the Owner of the property you have booked with your name and address in such circumstances.
The Owner or his representatives shall be allowed access to the Property at any reasonable time during any holiday occupancy.
12. Possession of the Property
CG or the Owner may cancel the booking and take back possession of the Property and its contents if they reasonably believe that You are in breach of a material booking condition or that damage is likely to be caused, has been caused or is being caused by You or any members of your party. This will be treated as a cancellation by You and no refund of any monies paid in respect of the booking will be made. CG and the Owner shall not have any liability for any losses suffered as a consequence of the cancellation.
13. Vehicles and Personal Belongings/Lost property
CG and the Owner do not accept any liability in relation to any damage to, or loss of, your personal property and belongings except where the damage or loss is caused by the negligence of CG or the Owner. It is your responsibility to ensure that you have adequate holiday insurance cover. Lost property will be held for 14 days and then handed to a local charity shop or a recycling centre unless we have been contacted by You with proof of ownership.
14. Building works
We are unable to provide advance warning of nearby building works to properties as in the vast majority of cases we are never advised when and where they will occur. However advance warning will be provided where possible (in the event we are aware of such works in the first instance) if works may potentially compromise safety, access and the view from the front of the property.
15. Health and Safety
For your safety, it is important that you read and adhere to the important information provided within properties. This information includes; Fire Safety Notices and evacuation procedures as well as information regarding the use of facilities such as hot tubs and swimming pools. Appliance instruction manuals should be provided by property Owners (within the Property) along with any additional trouble shooting information where Owners deem necessary. Cornish Gems understand their duty of care to customers and have have ensured that the premises are reasonably safe for the purpose for which customers are invited to use them, however, each customer has a duty of care to take care of his or her own safety. Cornish Gems cannot be held responsible for a customer's own negligence so please ensure you use the facilities safely and responsibly.
For your safety and and enjoyment there are strict rules and guidelines that must be adhered to when using the hot tub. You as the party leader, are responsible for making sure that all members of your party, and their guests, are aware of, and strictly adhere to the guidelines. It is vital that the hot tub is kept clean for your own safety. Failure to do so may result in a deduction from your damage deposit to pay for the drain down and cleaning of the hot tub. It is very important that the hot tub is NEVER switched off at the mains switch (even when not in use). Use the lock cover when the tub is not in use. Do not drag the vinyl cover using the cover straps, always use the handles. Do not stand on the tub cover. Any damaged to the cover or tub will be charged for. Do not attempt to open the electrical box. Do not remove suction fittings (filter standpipes) located in the filter compartment.
Always shower and use the toilet before use. Do not submerge your head under the water, do not drink the water, or allow the water to enter your mouth. Children under the age of 16 must be supervised when using the hot tub and children under the age of 4 are not permitted at all. Do not jump into the hot tub. People with infectious diseases should not use the hot tub. Keep all loose articles of clothing or hanging jewellery away from rotating jets and other moving components. The use of drugs, alcohol or medication before or during tub use, may lead to a danger of drowning. Persons using medication should consult their doctor before using the tub. Do not use the tub if your medication induces drowsiness, affects your heart rate, blood pressure or circulation. Pregnant women, persons suffering from obesity, heart disease, low or high blood pressure, circulatory problems, or diabetes should consult a doctor before using the tub. Do not use the tub immediately after strenuous exercise. Do not use any glass wear or crockery in the tub. If glassware is broken this will result in a charge. Do not allow any pets in the tub. Do not use detergent or soaps of any kind in the tub. The tub is very deep; do not allow anyone to sleep in it. Please take every care to use the hot tub responsibly.
16. Holiday cancellations
To cancel your booking, You must telephone CG on the number shown on your booking confirmation as soon as the reason for cancellation occurs. You must immediately confirm your cancellation in writing. The day CG receives your written cancellation is the date on which your booking is cancelled. If the written confirmation is received greater than 28 days from the start date of the holiday, then only the deposit shall be retained and any balance held by CG shall be returned to You. If the written confirmation is received by CG 28 days or less from the start date of the holiday, then the full rental payment (if held by CG) shall be retained, or alternatively be payable by You. We strongly recommend that You take out holiday insurance which includes holiday cancellation.
17. Complaints Procedure
Should any complaints arise during your stay, please allow CG and/or the Owner the opportunity to investigate the matter further. As soon as is reasonably practicable after the problem arises, you should contact our customer services team at email@example.com, giving full details of your complaint. CG 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 CG and/or the Owner the opportunity of investigating the complaint and endeavoring to put matters right during the holiday. If however You have followed the above process and remain dissatisfied, You must within 30 days from the date of the end of your holiday put your complaint in writing to the CG head office. CG will thereafter provide assistance in attempting to resolve the complaint between You and CG and/or the Owner.
Whilst CG make every effort to ensure the accuracy of the information contained in all advertising and other promotional literature, the information and prices may have changed by the time You come to book or there may have been an error. CG reserve the right to amend prices quoted for the Property in any advertising material due to error, omission, or changes in the VAT rate and, to change the payment processing charges. You must check all material details of the Property with CG at the time of booking. CG cannot accept any responsibility or liability for any inaccurate, incomplete or misleading information about the Property or its facilities and/or services, except in the case of negligence by CG. CG will however use its reasonable endeavours to notify You of any changes to or any inaccuracies in any information contained in any advertising material provided to you relating to the Property as soon as reasonably practicable.
CG and the Owner shall have no liability for failure to perform any of its obligations if such failure results from events, circumstances or causes beyond its reasonable control (such as a breakdown of domestic appliances, internet access, plumbing or wiring, exceptional weather conditions, and changes to or the withdrawal of specified amenities or facilities mentioned in CG's advertising literature). CG and the Owner shall have no liability for any death or personal injury unless this results from the negligence of CG or the Owner. As CG acts only as the agent for the Owner, CG accepts no liability for any acts or omissions of the Owner, to include any shortcomings or defects with the Property. CG total liability in respect of any losses arising in relation to the letting of the Property shall not exceed the amount paid by you to CG for the Property.
20. Concierge Services/hampers
CG will endeavour to provide any concierge services/hampers requested to the best of their ability and subject to availability. CG cannot however guarantee provision of concierge services for last minute deals or holidays booked within 4 weeks of commencement. Prices for concierge services are subject to change. For properties where CG are only the bookings and marketing agent and don't manage the housekeeping, CG reserves the right to add a delivery charge for all hampers/veg boxes etc. Where the concierge service involves an activity provided by an independent contractor, CG accept no responsibility or liability for any losses or injuries caused by you undertaking the activity. CG shall however endeavor to ensure that the independent contractor has adequate experience. Our service partners are all hand picked and all necessary checks and insurances have been confirmed prior to working with Cornish Gems. Please note the concierge charges quoted are exclusive of our booking fee and VAT.
Please note that our standard welcome packs for managed properties contain dairy, gluten and may contain traces of nuts - please inform the office if you have any allergies and the item will be removed from your pack. For managed properties where Prosecco is supplied as part of a package please be advised that the ABV content of the Prosecco is 11%. Please inform the office if you would prefer to not receive Prosecco. Unfortunately, no alternatives will be offered.
21. Concierge cancellations
Due to commitment made with third party suppliers, CG will not refund monies to You after deposits and/or full balances have been paid for concierge service(s).To cancel your concierge booking, You must telephone CG on the number shown on your booking confirmation as soon as the reason for cancellation occurs. You must immediately confirm your cancellation in writing. The day CG receives your written cancellation is the date on which your concierge service(s) will be cancelled. If the written confirmation is received greater than 28 days from the start date of the holiday, then only the deposit shall be retained and any balance held by CG shall be returned to You. If the written confirmation is received by CG 28 days or less from the start date of the holiday, then the full payment for concierge service (if held by CG) shall be retained, or alternatively be payable by You. We strongly recommend that You take out holiday insurance which includes cancellation of holiday "extras".
Properties included in the discount will be highlighted at discounted online where the weekly price will be visibly reduced. Properties where the discount is not visible are not included in the promotion.
These conditions and any dispute or claim arising out or in connection with its subject matter shall be governed by and construed in accordance with the law of England and Wales.
24. Gift Vouchers
Vouchers can be redeemed towards any stay at any Cornish Gems property. Valid for 24 months from date shown. Any outstanding voucher balance cannot be exchanged fo cash. Not to be used in conjunction with any other offer. Copies will not be accepted. Vouchers cannot be redeemed against a current booking that's been made prior to the date shown on the vouchers.
25. 'Coming Soon' properties
Where a full gallery and description of the property is unavailable, advance bookings can still be made following our usual booking terms. Our Travel Advisors will notify guests via email within 48 hours of the full description and images going live on our website. Following this notification, a grace period of 7 days will be offered to guests (who have made a confirmed booking) to make a decision whether or not to proceed with the booking. Guests are required to confirm via email that they wish to proceed as per our booking terms, if not, the booking will be cancelled and a full refund of the deposit will be provided.
26. Out Of Hours Emergencies
Our office opening hours are 9-6 Mon to Fri and 10-6 on a Sat. Outside of these hours all calls will be diverted to our out of hours emergency phone. Support on this line is available between the hours of 6pm and 10pm daily and 10am-10pm on Sunday. This mobile number is supplied in your welcome information. Please call this emergency line for the following reasons only:
1. Without any Heating
2. Without any Power
3. Without any Water
4. Any Serious Water Leak (ie ceilings , flooded floors)
5. Locked Out.
Unable to access WIFI is NOT deemed an emergency.
Please refer to your property welcome letter for relevant contact numbers should an emergency arise.
Any issue not deemed an emergency will be responded to on the next business day by the office team.
It is important that you remember to download ALL your welcome information prior to the start of your journey as mobile signal in Cornwall is not always reliable.