Coronavirus Update for Guests

On 23rd June 2020, the Prime Minister Boris Johnson announced that the Holiday accommodation industry can re-open from 4th July 2020

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.

As part of this, we will shortly be contacting customers whose bookings have been affected by the lockdown to discuss alternative arrangements for their bookings. We are dealing with very large groups of customers and as such are aiming to contact all those affected by 31st July 2020.

We are experiencing an unprecedented volume of enquiries, so please bear with us, we are working round the clock to respond to you as quickly as we can. To enable us to proactively contact all affected customers as quickly as possible, and to avoid long wait times, we are asking customers to refer to the FAQs below for guidance and to await further updates from us.

FAQ’s

If your booking starts on or before 3rd July 2020

1 - My booking starts on or before 3rd July 2020 – which is during the government’s current ‘lockdown’ measures. What happens to my booking?

In line with government guidance and statements, we have written to every customer with bookings starting on or before 3rd July 2020 to ask them not to travel.

If your booking starts on or before 3rd July 2020 you are still able to request a transfer of your booking dates for the same property, by emailing us on enquiries@carbisbayholidays.co.uk with your proposed new holiday dates. We will liaise with the owner, you will not be charged an amendment fee. 

In the event you select a new date that subsequently falls within extended government-imposed travel restrictions, again there will be no amendment fee to amend your booking to a more suitable date.

We are also making other refund options available as an alternative – please see further FAQs below. 

We will be proactively contacting affected customers with more information by 31st July 2020.

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’m amending the date of my booking, but the price has increased/decreased – why?

Accommodation prices have always, and continue to be, seasonal. School holidays and bank holidays move annually, and this may also impact prices.

Some of our customers who are looking to amend their booking dates may find they are quoted more if they’re booking when prices are higher because of the above. Others may find that their holiday is cheaper if travelling out of season.

Please ensure that when you are looking to amend your dates that you search for the same departure day. For example, if your booking was due to start on a Friday, please search for a Friday alternative to ensure you are quoted the correct price.

If you have booked a short break and are looking to move to a future departure date you may see an increase in price as the short break discount may not apply to that future week.

4 – My booking is due to start on or before 3rd July 2020. I do not want to amend my booking – how do I request a refund? 

We are working hard to facilitate refunds.

If you do not want or are unable to find a suitable date to amend your booking to, you have the following refund options available to you. Please email us on enquiries@carbisbayholidays.co.uk with your preferred option.

Option 1

Or:

Option 2

Where you have already amended the dates of your booking, and your new booking is due to start on or after 3rd July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.

5 – My booking is due to start on or before 3rd July 2020. I have requested a refund but have not yet received any money back, or I have only received a voucher – what should I do?

We have been working hard to find ways to support you and, where you have yet to receive a refund, you have the following refund options available to you. Please email us on enquiries@carbisbayholidays.co.uk with your preferred option.

Option 1

Or:

Option 2

Where you have already amended the dates of your booking, and your new booking is due to start on or after 3rd July 2020, as this is outside of the current official lockdown period, you will need to refer to the appropriate section of these FAQs. See here for further guidance.

6 – My booking is due to start on or before 3rd July 2020. I have received a partial cash refund and ex-gratia voucher– what should I do?

We have been working hard to find ways to support you and, where you have yet to receive a refund, you have the following refund options available to you. Please email us on enquiries@carbisbayholidays.co.uk with your preferred option.

Option 1

Or:

Option 2

7 – 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.

If you are due to travel prior to the 3rd July 2020 and you need to speak to us, please email enquiries@carbisbayholidays.co.uk and we will do our best to help you.

8 – 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.

9 – Are you charging cancellation fees to property owners?

No, if an owner decides to cancel a booking due to take place before 3rd July 2020, we are not charging cancellation fees. We are advising that these owners help us to facilitate a refund to those customers whose holidays have been cancelled for reasons relating to Covid-19.

If you have booked through booking.com

If you have booked with booking.com you will need to contact them on 020 3564 6725 or customer.service@booking.com to discuss your booking.

If your booking is due to start on or after 4th July 2020 or you are considering making a new booking

1 – Are you accepting new bookings?

We are not accepting any new bookings starting on or before 3rd July 2020.

If a customer books a holiday and must subsequently amend their booking date due to government-imposed restrictions which affect that booking, we will waive our usual amendment fees.

2 – My booking is due to start on or after 4th July 2020 and I want to amend or cancel – what should I do?

If you wish to amend or cancel your booking, normal terms and conditions currently apply if your booking is due to start on or after 4th July 2020.

Please refer to the Booking Conditions for further information. 

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

We will contact you if your booking is affected by Covid-19.

3 – 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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