Coronavirus Update for Guests

During these difficult times, the safety of our people, our customers and our property owners is of paramount importance to us.

The situation is changing daily. We continue to follow guidance from the government, and we are keeping this page and our policies under constant review.

England National Lockdown

Update 23rd February 2021:

Sorry, due to the latest government announcement we are unable to accept any arrivals until the 12th April 2021. Rest assured we will get in touch via email with all affected customers with their options. We ask that you wait to receive your email and thank you for your understanding and patience.

If you live in England or your booking is for a property in England, and starts before 12th April 2021

If you live in England or your booking is for a property in England before 12th April 2021, you may not be able to travel due to the National Lockdown in England, which comes into force on Tuesday 5th January 2021. Under the national lockdown, holiday travel is not permitted to, from or within England.

If your booking is affected you may either rearrange your booking to new dates, with no amendment fee or receive a full cash refund* if preferred by emailing

We will contact all customers who we believe may be affected by this and are due to travel during this period.

These FAQ’s will be continuously updated as we review our date bands in line with Government guidance.

We are working hard to process refunds as quickly as possible, however, due to the volume of affected bookings, this may take up to 45 days from the date you submit your choice.

*Please note that the cash refunds offered under this policy for rental charges are made by the Owner of the property and facilitated and offered by Carbis Bay Holidays as an Agent on behalf of the Owners. Carbis Bay Holidays is happy to make an ex gratia payment covering our commission and fees, as a gesture of goodwill and not because of any legal obligation to do so.

Last updated: 29th January 2021


Travelling from within the UK

As legislation varies between England, Scotland, Wales and Northern Ireland, it is your responsibility to understand whether your booking is affected and whether or not you are able to travel. The latest government information can be found here: England, Scotland, Wales, Northern Ireland

Future Bookings

Normal terms and conditions apply to all future bookings. Please refer to the Booking Conditions for further information and for information about cancellations and refunds.

We appreciate that some guests may have bookings that are impacted by other legislation and government guidance which is constantly being reviewed and updated by the government. Before deciding whether to travel, customers should ensure they have checked and understood the relevant legislation and government guidance that is applicable to their party, party make-up and locale of a booking. 

We continue to follow guidance from the various country governments, and we are keeping this page and our policies under constant review. 

Thank you for your patience. 

We hope you and your families are keeping well during these difficult times, 

The Carbis Bay Holidays Team 


1 – My booking was during the UK Lockdown and I have not received my refund?

We are working hard to process these refunds as quickly as possible.

2– Have your prices gone up in order to profit from these circumstances?

No. A very small number of properties will have seen price increases, but this is part of the business-as-usual process, not in response to the Coronavirus outbreak.

3 – I’ve called/emailed/messaged on social media and haven’t had a response – why?

We are working around the clock to deal with an unprecedented volume of enquiries, so please bear with us.

At times in order to deal with the volume of enquiries, we have restricted or temporarily closed phone lines into our offices to allow our staff time to work through backlogs.  We have aimed to minimise this disruption to our usual telephone availability.

4 – How are you supporting your property owners at this time?

We are working closely with our property owners to support them through this extremely difficult period, reviewing our policies to offer greater flexibility and dealing with thousands of booking amendments every week on their behalf.

5 - Following the VAT reductions announced by the Chancellor on the 8th July 2020 for certain goods and services in the hospitality and tourism sector, will I receive a refund or discount on my booking? 

The Chancellor announced on the 8th July 2020 that the VAT rate for certain goods and services in the hospitality and tourism sector (this includes the provision of hotels and holiday accommodation for VAT registered businesses) will be reduced from 20% to 5% between 15th July 2020 and 12 January 2021.

The announcement has understandably caused some confusion on how holiday prices for consumers and commission costs for property owners will be affected. 

Following further clarification from HMRC on 9th July 2020 we can now provide a clear picture:

• Carbis Bay Holidays do not provide the holiday accommodation ourselves, but rather a booking and marketing service to property owners and a booking service to customers. These services are not included in the changes announced, so the applicable VAT rate for service provided by us remain at 20%.

• The majority of property owners who are partnered with us are not VAT registered and therefore such rentals charged to consumers do not contain VAT, so therefore are not affected by any changes in the VAT rate.

• Our prices are constantly monitored to ensure they are competitive in the market, so prices are set irrespective of the VAT registered status of the property owners, meaning the prices to consumers and owners are fair and comparable irrespective of the VAT rate in force.

What does this mean?

• The VAT changes do not directly affect the price of holidays offered by us.

• Carbis Bay Holidays will not be making any additional profits as a result of the VAT changes.

• The commission costs to property owners will be the same as prior to the VAT changes.

6 – What steps are owners taking to ensure the health and safety of guests?

Cleaning & Disinfecting

Carbis Bay Holidays have issued housekeepers and property owners with enhanced cleaning guidance. This includes the following, and much more:

Your role in having a safe and enjoyable holiday

Before your holiday, we'll send an email confirming the details for your arrival and your stay.  Within this email is a regularly updated list of services being offered by local restaurants etc and details of the local supermarket collection and delivery services. It also reminds guests not to travel if they do experience symptoms prior to their arrival date along with a number of recommendations of items to bring along with you.  This includes a reminder to take out your rubbish on departure and bag used linen in the bags provided to assist in the safety of housekeepers.

Minimising risk

For the time being, we have changed the popular Meet and Greet arrangement to minimise contact. As before you will be asked to liaise with your housekeeper for entry however they will utilise a key safe at the property or where that isn’t possible a key safe located at our offices.

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