We understand that you will have concerns about travelling to Cornwall for your holiday due to the Covid-19 pandemic and rest assured that we are doing all we can to facilitate your concerns. The situation is changing daily and as a result we have put together our policy regarding holidays booked through Cornish Traditional Cottages to help you in this very difficult time.
Our small team are taking an unprecedented number of calls and emails at this time and they are doing their best to respond to your enquiry as quickly as possible, however, this may take a little longer than usual and we ask for your patience and consideration. This is a challenging time for us all and we ask that you treat the team with courtesy and respect.
Following the Prime Minister's announcement at 8.30 pm on the 23 March if you are due to holiday between the 27/28 March and the 17/18 April we will be asking you to defer your holiday to a date later this year or 2021, and working with owners to allow this flexibility.
The policies below may be subject to change as the pandemic evolves and they will be updated regularly.
Can I speak to somebody about my booking?
We have taken the decision to close our office and operate our team remotely. Our phone lines will be diverted through a messaging service to help our team manage the high number of calls and requests whilst working remotely. If you do call please provide the messaging service with your name, email address, phone number, booking reference, holiday start date and the holiday home you have booked. This will be relayed by email to email@example.com and our team will endeavour to get back to you as quickly as they can.
You can email firstname.lastname@example.org direct with your name, email address, phone number, booking reference, holiday start date and the holiday home you have booked and your query and the team will respond to you as quickly as they can.
Holidays during the government lock down & before the 4 June
You can defer your holiday to start later in 2020 or 2021 and we will hold your funds on account as a credit towards your deferred holiday. If you know the dates you wish to defer to, we can arrange this straight away and prices for your deferred holiday will be held at the 2020 prices for your chosen dates. If you are unable to commit to a holiday now, then we will hold funds already paid on account as a credit against another booking up to the end of 2021. We will review all credits once the governments restriction on non-essential travel has been lifted and contact guests who have not transferred to discuss the options available.
Holidays after the 4 June 2020
Based on current Government guidance at this point in time we are not offering transfers for holidays due to commence after the 4 June. If you do wish to cancel your holiday, then our standard cancellation policy will apply. As time goes by and government and/or industry guidelines change, and non-essential travel is lifted/extended we will review and amend our policy accordingly and contact guests whose holidays maybe affected.
Can I book a holiday from 4 June onwards?
Currently, you can make a booking on our website for holidays from the 5 June onwards and our standard cancellation policy will apply. This may well change following Government advice.
What happens if I catch the virus, have to self-isolate or advised not to travel by a doctor?
In all cases we will offer you the ability to transfer your holiday to a future start date in 2020 or 2021 and hold funds already paid on account as a credit for you to use if you can’t commit to dates. If you are requesting to cancel, then we ask that you first check with your travel insurance provider if you are covered. If you are, we will provide you with the necessary paperwork for you to make the claim. If not, our standard cancellation policy will apply.
What happens if I am disinclined to travel due to Covid19?
Our standard cancellation policy will apply. We will work with owners to offer you the flexibility to transfer your holiday to a later date in 2020 or 2021.
What steps are being taken to in holiday homes to reduce the risk?
We have advised all our owners to follow the latest guidelines regarding cleaning their properties and to pay particular attention to the areas and surfaces to come in frequent contact during your holiday and to use the appropriate products. Where possible they will provide products in the holiday home for you to wash your hands to prevent the spread of the virus. In light of the circumstances, we recommend that you bring your own products with you and that you follow the latest government guidance on hygiene and hand washing.
What happens if one of my party become ill whilst on holiday?
If you or a member of your party become ill whilst on holiday you must follow the latest NHS guidance - https://www.nhs.uk/conditions/coronavirus-covid-19/ - Please also ensure that you contact us immediately so we can discuss the next steps.
Updated 2 April 2020.