Your frequently asked questions answered

Here are some FAQs which should answer many questions or queries you have. If you have any further questions please don’t hesitate to contact us on 01736 630015 or fill in our contact form.

Pre booking

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There are four ways in which you can find a property that meets your needs:

Search by Availability

Type in your holiday start and end dates , number in your party and any other holiday preferences and your results will be displayed real-time.  Results shown will also show properties with alternative changeover days.  You may wish to switch the ‘Flexible Dates’ functionality off as one of your preferences if you an exact match is required.

Search by Property Location

Some of our guests know the area or development that they would like to stay in.  Using the ‘Property Location’ button on the top navigation bar will filter the results depending on your preferences.

Search by Holiday Idea

Use the button on the top navigation bar to select a ‘Holiday Idea that fits your requirements.  From  family holidays to dog friendly holidays, we will recommend the most suitable properties to you and you can filter the results depending on your exact requirements.

Quick Search

If  you know the name of the property you are looking for, type it in the Quick Search box located on the top navigation bar to be taken directly to this page.

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You may book your accommodation with Carbis Bay Holidays using two methods:

Online

Once you have selected your holiday property and checked it’s availability, click “Book Now” to be taken to the booking system and follow the steps on screen.

By telephone

Contact our Booking Office on 01736 630015 and we will happily help you process the booking for you over the telephone.

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If a booking is made six weeks before the holiday start date, then we ask you to pay 1/3rd of the holiday cost as a deposit, within 5 days of your reservation being made.  If the booking is made within six weeks of the holiday start date, then we ask you to pay the full amount, including the non-refundable booking fee and refundable damage deposit.

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As part of the booking process, you can make payment by credit card, debit card, bank transfer or cheque.  Please note that all credit cards have a 2% handling fee. This is a fee that we are charged for every credit card transaction; however there is no surcharge when paying by debit card, cheque or bank transfer. Unfortunately we do not accept American Express cards.

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A £22.50 booking fee is requested to cover administration and processing of the booking.

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We ask for a damage deposit which is usually £100.00, but it can be more, depending on your chosen holiday property.  We hold this on behalf of the property owner in case of any damage to the property during your stay.

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This is the designated day on which a holiday commences in a property, the majority of properties in our portfolio have a Saturday changerover day, though there are a selection which offer Friday changeovers. Outside of our peak season, by prior arrangement with the owner, it may be possible to book a property on an alternative changeover day to that advertised.  When booked one week in advance, during any time of year, it is possible to book a holiday online with a start day that is not the designated changeover day.

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Most properties have parking available, either on site, or via an arrangement with a local car park.  See the property description for more detail.  Should you require additional parking to that which is advertised as available, there is often on street parking, or certain developments have additional parking available to rent through us. Please contact us for more details.

 

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Pets are welcome at a number of our properties and there is no additional charge.  Look out for references to ‘Dogs Welcome’ in our property descriptions, where the number of pets welcome is clearly stated. You can also search for dog friendly properties through the following link or by selecting the ‘Dog Friendly’ attribute. Please click here the view.

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We ask that pet owners clear up after their pets and do not allow them to enter the bedrooms or sit on the furniture.  We advise that they should be kept on a lead in public areas and not left unattended in the property.  Depending on the time of year, access to beaches with your dog may be restricted so it is worth checking our most recent guides.

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Availability for 2018 has been released. All pricing and availability is displaying in real time on our website.

If you wish to reserve a property for the following year prior to pricing being released, please email us with your request for an Advance Reservation. You can reserve your stay for the following year at no cost until we confirm the availability and pricing with you in mid July.

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Any short breaks between October and Easter can be booked online using our secure booking form, as long as the short break does not overlap a changeover day or occur in the UK School Holidays.  Short breaks at other times are available on late availability.

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All the properties in our collection are independently inspected annually by Quality in Tourism and all properties marketed by Carbis Bay Holidays need to achieve a minimum of 4 stars to be included in our collection. This Quality Assessment allows our guests to be reassured that wherever they stay within our portfolio the facilities will have met the requirement for the different levels of facilities and services they may expect. If you require further information on a property, please do not hesitate to contact us to speak to a member of staff who has visited the property in question.
4 Star – Excellent standard throughout
5 Star – Exceptional standard with a degree of luxury.

https://www.qualityintourism.com/

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Where applicable, we have outlined in the property description, those properties which that have accessibility provisions. On every property listing within the overview section there is information regarding the access to the front door of the property.  Where a property is described as accessible, there is level access or lift access to the property front door and at least one bedroom, bathroom, lounge, dining room and kitchen are available on the ground floor or with level access. We have detailed access statement for each property, please contact the office if you have any further queries 01736 630015 or email 

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All of our properties are located in Carbis Bay or St Ives in Southwest Cornwall.  To identify the location of any one of our holiday homes, please click on the location tab of the property and a map will appear with a marker of the location.

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If the extra person exceeds the maximum occupancy of the property it must be checked with us before the start of the holiday and confirmed with the owner. Please contact us on 01736 630 015 or email 

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If there is anything that you feel that is important to the enjoyment of your holiday, for example open fire, beach walking distance, accessibility provisions, please contact us in the first instance and we will be pleased to help.Please contact us on 01736 630 015 or email 

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We do not accept bookings from groups of single people under the age of 25 and all male or all female parties of more than three people. Individual properties may have other restrictions, please see the appropriate property page on our website.

Accommodation questions

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All utilities, bed linen and a set of towels are included in the hire of your holiday home.  The number and type of towels which are supplied at each property is detailed within the bathrooms information within the Accommodation tab for each property. You will just need to bring your own beach towel.  Where beach towels are also provided, we will indicate this on the description of the property.

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Most of the properties in our collection that accept infants, have a travel cot and a high chair or booster seat available in the property.  Some of our child friendly properties have additional facilities e.g Hand Blender or melamine crockery please check the overview section of the individual property listing for details.

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An enclosed garden means that walls, hedges or fences surround the garden at the property. This however does not necessarily mean that a garden is dog proof/child friendly i.e. a dog may be able to get under a hedge or a child over a fence. Therefore supervision of dogs or children would be advised at all times.

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Where a property is marked as having sea views, this indicates that there are views of the sea from at least one of the rooms within the property.  If you were to stand in front of the window or on the balcony, you can view the sea.

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Where a property is marked as having beach views, this indicates that there are views of a beach from at least one of the rooms within the property. If you were to stand in front of the window, you can view the beach.

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When a property description states that an amenity i.e. Beach, shop or pub is within walking distance, we class this as between a few yards and 1 mile.

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Unless stated in the property description there will be no use of a telephone at the property.

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All our properties have free access to WIFI for guest use during your stay.  Some properties provide a super fast broadband connection, please check the property listing for details.

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You are not permitted to smoke in any of the properties in our collection.   However, the smoke free status of any property cannot be guaranteed. If a non-smoking property has had this request contravened, a charge will be made. In order to comply with the Unfair Terms in Consumer Contracts Regulation 1999, the amount of such a charge should not be more than the cost of cleaning.

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Whilst many of our older cottages have charm and character, some were built before the days of damp proofing courses and cavity insulation. However all our properties have passed the quality assurances of QIT and are regularly inspected by the housekeepers, if you find there is a problem during your stay please contact your housekeeper and our property team which is based in Carbis Bay are on hand to help.

Property Facilities

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Please call your housekeeper to report any problems you are experiencing with the property. We have a dedicated property management team based in Carbis Bay who will be on hand to help.

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A Quick Start Guide and Welcome Guide is provided in the property, which provides instructions about the facilities available in the property.

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Indicates the number of bathrooms available at a property.

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Indicates that a property is available for children to stay. Please check the property overview for details on what ages are welcome e.g. Children aged 6 or over.

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Some of our properties provided complimentary passes to a local spa for uses during their stay. Please check the property listing for more information on the spa and the times of year that this is available.

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Indicates that a property is available for dogs to stay. Please check the property overview for details on how many dogs and the size of dog that is allowed.

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Indicates that the property has access to a private balcony or terrace.

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Indicates that a BBQ is provided for use by guests during their stay. Please check the property listing fro details of the type of BBQ provided.

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Indicates there is a communal area either garden or terrace which is available for guest use during your stay. Depending on the development some communal gardens have restrictions in place, please check the property details or Welcome Guide within the property for more information.

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Indicates that the property has more than one double bedroom.

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All our properties have free access to WIFI for guest use during your stay.  Some properties provide a super fast broadband connection, please check the property listing for details.

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Indicates that a games console with a selection of games is provided in the property. Please check the accommodation tab on the property listing for more information on the type of game console provided.

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Indicates that the property has been awarded an additional Gold Award by Quality in Tourism for additional facilities available.

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Indicates the property is on the ground floor of the building it is located within.

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Indicates a property that can sleep 6 or more adults, please check the property listing for details of occupancy.

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Indicates a property that could be available for a short term winter let up to 6 months. Please email us and let us know your requirements.

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Indicates a property that has joined our portfolio within the last 8 months.

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Indicates that the property has one bedroom.

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Indicates that guests will have use of a Hot Tub or Thermal Pool. Children Restrictions apply, please check the property listing for further details.

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The property is located in at the top of the building it is located in.

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Indicates the property has Sky available on one or more of the televisions. Please check the property listing for detailed information on what services are available for an individual property. Please note that watershed settings are regulated by Ofcom and will affect the services available.

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Indicates that the property has a Spa Bath in one or more of its bathrooms. A Spa Bath is defined as a Jacuzzi or Whirlpool bath with jets.

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Indicates a property that has a minimum of two bedrooms which have enough space to use a travel cot. These properties also provide two travel cots and highchairs/booster seats for guest use during their stay.

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Where a property is described as Wheelchair friendly, there is level access or lift access to the property front door and there is at least one bedroom, bathroom, lounge, dining room and kitchen  available on the ground floor or with level access.  Please contact the office for a detailed a access statement to check that the facilities of an individual property meet your requirements prior to booking.

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Indicates a property with complimentary passes to the CBay Spa at The Carbis Bay Hotel for use during their stay. Please check the property listing for details of use.

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Indicates a property with complimentary passes to the Spa at The Harbour Hotel St Ives for use during their stay. Please check the property listing for details of use.

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Indicates that there is a property subscription for Netflix which is available for use on one or more of the tvs during your stay.

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Indicates that there is a Sonos Sound System within the property for streaming either a supplied device or your own selection of music.

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Indicates there is a sauna at the property which is available for guest use during their stay. Please check the Quick Start Guide in property for usage instructions and restrictions.

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Indicates a property that is waiting for a visit from the assessor from Quality in Tourism, this usually applies to the newest additions to our portfolio of properties.

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Indicates a Fire (open, gas or electric) or Wood Burner which is available for guest use during their stay. Please check the property listing for information on the fuel required and if complimentary logs are provided. For further information please call the office 01736 630 015.

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Indicates that parking is provided for the property, please check the property listing overview / highlights for more information on the type of parking provided and the number of cars.

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Indicates a property with one or more Zip and Link Beds which can be configured as a twin beds or a Super King bed. Please check the property listing and click on the Accommodation tab, Sleeping will provide details of which bedrooms have the Zip and Link option.

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All our properties provide an airer, iron and ironing board, with most of them providing a washing machine and tumble dryer. Please check the individual property listing to see the facilities available.

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All our properties provide a minimum of one hairdryer for guest use, with 5 Star properties providing a hairdryer in every bedroom.

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The rental price for the property includes the cost of any utilities during your stay.

Post booking

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You can pay the remaining balance of your holiday by:

Paying Online : Payment can be made via the online secure SagePay system. You will need your booking reference number which is on your Reservation Confirmation and the dates of your holiday. Please note that there is no charge for the use of debit cards. A surcharge of 2% is payable for all credit card transactions.

Payment over the phone
Please call us in the office on 01736 630 015 and one of our booking agents will be happy to help.Our Office hours are Monday to Saturday 9am to 5pm.
Please note that there is no charge for the use of debit cards. A surcharge of 2% is payable for all credit card transactions.

Payments from Overseas
Should you require IBAN and SWIFT numbers? Please call us in the office on 01736 630 015 or email us and one of our booking agents will be happy to help.

Other Payments
By cheque, the address to send these to is in the confirmation email.
By BACS transfer please call us in the office on 01736 630 015 and one of our booking agents will be happy to help.

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When a deposit payment has been made, you will receive a deposit receipt by email or post if you do not have an email address.  On final payment of your holiday, you will be sent the Balance Receipt along with directions and key arrangements for your arrival.

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After you have paid the final balance in full, you will receive the Balance Receipt along with travel directions to your property and the contact details for the respective House Keeper.  Please call your House Keeper a few days before your holiday starts to arrange at time to meet you at the property with the keys.

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In order that your accommodation can be properly prepared, it is important that you do not arrive before the designated arrival time. This is normally arrival time is after 3.00pm, the property details and on travel directions will give you the confirmed times. Departure time is before 10.00am.

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As long as your party doesn’t change to exceed the maximum capacity of the property you can change the names of the people in the party by calling us at anytime, this is fee of charge. Please email us to do so.

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Yes, just inform us at the earliest opportunity that friends might be joining you and as long as your party does not exceed the maximum capacity of the property.

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If you have to cancel your holiday we will require written confirmation of this immediately, post or  email are all-acceptable. There are many different routes that can be taken on advise of cancellation:

1) You will need to provide us with details of your insurance provider, you will need to pay the balance of your holiday (if a deposit has been paid), we will then send you a Cancellation invoice to enable you to make a claim independently against your insurer. 2. If you have paid a deposit but have opted not to take any insurance, we will endeavour to relet the property on your behalf, if successful you would no longer be liable for the balance of the holiday and your deposit will be refunded, less a £50.00 administration fee. Please be aware that if we are not able to relet the dates the liability for the balance of the holiday will remain with you. 4. If you have paid in full for your holiday but have opted not to take any insurance, we will again try to relet the property on your behalf, on relet you will be refunded with the cost of the holiday less £50.00 cancellation fee. Please be aware that no refund can be made if the property is not relet.  A cancelled booking can be reinstated at any time provided the dates have not been relet, a telephone request to reinstate a booking must be followed up by a written request within 4 working days.

 

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Yes, you can reinstate your booking at any point if your cancelled holiday dates remain available. Please email us and we can process this for you.

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Unfortunately we are unable to transfer bookings between properties. The cancellation policy would apply in this case.

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If you wish to transfer your holiday dates, pending the properties availablilty, it must be confirmed with the owner. Please contact us on 01736 630 015 or email 

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Please call your housekeeper to report any problems you are experiencing with the property. We have a dedicated property management team based in Carbis Bay who will be on hand to help.

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We expect that a certain amount of wear and tear is inevitable and this applies to the odd smashed glass or broken plate. However, if something does get damaged while at the property please inform your housekeeper at the earliest opportunity so that it can be fixed or replaced as soon as possible. Sometimes  it is necessary to ask for a payment for the damages and breakages this will then be deducted from your security deposit after we have been in contact with yourself.

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You do not need to clean the property prior to departure but we ask that the property is left in the same state and general order as it was found.

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A security deposit is due for payment with the Final Payment towards the Holiday. In most instances, this is £100.00, however, a larger deposit may be required, depending on the property selected. The whole amount of the Security Deposit, or the balance after any deduction will be refunded to you within 14 days following the end of the Holiday.

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The security deposit will be returned within 14 days of the end of the holiday. In most cases by the same method your last payment was made by, failing that we will return it to the card used for balance payment. No charges are made for returning the deposit to a credit card. In certain circumstances it may not be possible for us to pay you back by credit / debit card. In these instances the security deposit will be refunded by cheque made payable and posted to the addressee on the booking.

 

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Yes, you can email us to inform us of your feedback, we would love to hear how your holiday went. Alternatively you may leave a comment in the Visitors Book in Property or go to the website listing for the property you stayed in and click on reviews and you will be able to leave a review and send it to us.

As a company we value all comments from our guests as this allows us to continually develop our service for our customers.

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Short Breaks available for 3 Nights or more!

Click here to book a getaway to beautiful St Ives.

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Owner Properties for Sale

View properties which are available to buy.

Halcyon Cove, Carbis Bay, Cornwall

St Ives September Festival

Enjoy music and lyrics by the sea from 9th - 23rd September 2017.

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Oops your session has timed out

Someone has started the process of booking your chosen property, for your chosen dates. They have 1 hour to complete the booking process however if they decide not to go ahead the property dates will be released and will be available to book.

If you would like to wait and see please submit your email address below and we will notify you if your chosen property and dates become available again.

Alternatively please search for your chosen dates and choose another property from our portfolio.

Oops someone else is booking this holiday!

Someone has started to book this property for the dates you have requested, they have 1 hour to complete the booking please choose alternative dates or another property.  Or please supply your email address below and we can email you should the dates be released again.

Thank you for your enquiry, unfortunately we appear to have a problem processing your booking online.

Please call the office on 01736 630 015 during office hours to book.

Our apologies for the inconvenience.

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