FAQ

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What are your check-in and departure times for your luxury holiday cottages in Cornwall?

The Elite West Holidays check in time is after 17:00 and departure is before 9:30. This is to allow for the house keeping team to clean your property thoroughly without additional pressure and, as quality is very important to us, we sign-off on each of our properties prior to guest arrival. Where possible, we will notify you via your mobile phone once your property becomes available. Please refrain from attempting to accessing the property prior to the check-in time.

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Will I receive any arrival information or directions?

We will send you arrival details with your booking confirmation on payment of your final balance. This will include the full property address, key code and directions to help with the final part of your journey to your Cornish property.

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Do you have set changeover days?

Our luxury holiday properties in Bude and the surrounding area change over on Fridays, Saturdays and Sundays to allow for flexibility. Please note, this will be dependent upon your property choice. We find that Sunday changeovers are popular with or guests as they allow for travel outside of the peak on Saturdays, which can sometimes be a hectic time on Cornish roads.

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Can we book travel insurance through Elite West Holidays? 

We don’t offer nor insist that you purchase holiday insurance. However, we do think that it is prudent to do so. A good travel insurance policy is likely to cover cancellation of your booking due to most reasons genuinely beyond your control; some insurances even cover cancellation due to adverse travel and road conditions. Elite West Holidays nor the property owner are liable for events outside of our control that prevent guests accessing the property. We also strongly recommend that your insurance policy covers you for personal liability claims just in case accidental damage is caused during your stay. 

Hodgson Insurance Services is a local broker in Bude that offers a range of travel policies. www.hodgsoninsurance.co.uk

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Why do you ask for feedback following our stay?

We're confident in the quality of the luxury self-catering properties that we market, but it is very important to us that you provide us with honest feedback at the end of your stay. This ensures that Elite West Holidays and our property owners maintain the quality of the properties that we market, and can implement any suggestions that might serve to improve the property and facilities on offer.

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How do I list my property with Elite West Holidays?

If you think that your own home suits our property portfolio of luxury holiday homes in Cornwall, then do get in touch. You can find more information on the Owners section of our website.

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What do you mean when you describe a property as child-friendly?

We describe a property as being child-friendly when an owner has indicated that they are willing to provide facilities such as a high chair, cot, stair-gate or similar facilities. A child-friendly property does not mean that the property has been otherwise adapted in any special way and you will still need to exercise sound parental judgement in taking care of your little ones! Please contact us if you have any questions relating to the provision or use of equipment at your chosen property. 

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Will there be WiFi/broadband at the property?

All of our luxury, self-catering properties offer broadband. However, broadband speed and service can vary, especially in remote or rural areas where it may not operate at speeds to which you are accustomed. Saying that, you will find Superfast Fibre Broadband in the vast majority of our properties.

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What is included at the property upon arrival?

Each property will have the following basic supplies to make your stay more comfortable: all bed linen and towels, tea towels (2), hairdryer, welcome pack which includes tea and coffee (please bring milk along with you). We also provide a cleaning starter pack to tide you over until you get to the shops, which includes some toilet rolls, refuse bags, dishwasher tablets, washing up liquid, hand soap, alcohol gel, j-cloth and a sponge.  Where there is a woodburning stove, we will provide a starter pack of some logs, kindling, firelighters and matches  (October to April only).

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What happens when we are staying for two consecutive weeks in one of your properties in regard to cleaning and linen?

We currently offer a mid-stay linen exchange service if you require fresh linen. We will ask you during the first week of your stay if you require this, so that we can make the necessary arrangements for linen to be dropped off to you.  We will collect your stripped-off, used linen in exchange seven days following your initial arrival.

 

Due to recent challenges, we have postponed mid-stay stay refresh cleans, but this is constantly under review with the housekeeping teams and will be updated here when it becomes available.

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Do you have any properties with electric vehicle charging?

Due to the increasing popularity of electric vehicles, a number of our luxury holiday properties have charging points which are indicated on the website with an icon. It is important to stress that we do not permit vehicles to be charged in any other property via extension leads as this constitutes a breach of the guest terms and conditions and is considered a fire risk.

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What happens if I cancel?

Cancellation of a booking is a termination of your contract with the property owner; because of this, we have to treat your instructions to cancel your accommodation as your final decision. Following receipt of your cancellation, we will immediately make the dates available for re-sale in an effort to mitigate the cost to you of cancellation. We cannot guarantee that the dates will be re-sold, nor can we guarantee that re-sold dates will be at the same price as your original booking. As such, we urge you to consider cancellation of your accommodation as a last resort. We suggest that you also purchase holiday cancellation insurance, just in case.

 

For more information please refer to our client Terms and Conditions.

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What happens if the property I have booked becomes unavailable?

Firstly, please rest assured that it is extremely unusual that we would need to change your accommodation booking once we have accepted it. However, if your booking is changed for any reason, we will tell you as soon as we are able. On very rare occasions, circumstances outside of our control may mean that we have to move you to an alternative property. We will go above and beyond to ensure that the replacement property will be of equal or better standard to the property you originally booked. If we are unable to provide an acceptable alternative accommodation you may be entitled to cancel your booking with us and receive a refund.

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Who do I contact if I have any special requirements for my stay?

Please detail any special requirements for your Cornish self-catering seaside stay by using the contact box on our website or you can email us direct at:

    info@elitewestholidays.co.uk

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What do I do if i encounter a problem during my stay?

Please get in touch with us straight away so we can do our best to rectify the situation and get your holiday back on track. Please call or email us 

    01288 354470

    info@elitewestholidays.co.uk

 

and a member of the team will be happy to help.

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Do you accept dogs at your properties and what constitutes a dog-friendly property?

We understand that you might not want to leave your four-legged friend at home when you're looking for the perfect escape, and we encourage our owners to accommodate pets at their properties wherever possible. Our owners’ homes are not standard rental properties and for this very reason, the pet accommodation charge reflects this. The number of dogs that can be accommodated will vary dependent on the property size and owner preferences, so please check the details on your preferred property page where you'll also find additional accommodation charges detailed. We welcome responsible pet owners at the properties that we market and request that you take good care of the home in which you holiday, our pet T&Cs detail all the need-to-know in this respect. Whilst the majority of properties within the portfolio have outside space for your dog to enjoy, we cannot guarantee that dogs won't be able to escape from those with enclosed gardens.

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Do your properties have barbecues?

Most properties have barbecues except apartments and those with no outside space. We do not provide fuel for barbecues. The barbecue will be clean on your arrival so please leave it in the same state for the next guests. This is really important as the housekeepers are not expected to clean them. If barbecues have to be cleaned you will be charged for this. 
 

See our Terms & Conditions

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How do I contact you, whilst staying in my Elite West Holiday Home?

If you need to contact us during your stay, please email us in the first instance. Support is always available by email or telephone during our office hours of 9am to 5pm Monday to Saturday, either via our office for general questions or via our Guest Services Manager for any linen or housekeeping related issues. 

House Keeping - (linen & cleaning)

    07483 179303 between the hours of 9am - 5pm

    guestservicesmanager@elitewestholidays.co.uk

General Queries

    01288 354470 Monday - Saturday, 9am - 5pm

    info@elitewestholidays.co.uk 
    ​

Emergency Line

    07788 935156 

If outside of these hours and you have a genuine emergency, such as loss of power, leak, flood, no heating or hot water, please call our emergency number which will be provided to you with your joining information prior to your arrival. Please note that emergencies do not cover WiFi problems, or anything else that could wait until the office re-opens. There may be a minimum charge of £25 for any calls associated with a non-genuine emergency.  

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Are there any hidden charges?

Absolutely not. You will have paid in full for your self-catering holiday home before you arrive and everything we have detailed that we provide, inclusive or complimentary, to you will be stated and included in the cost of your holiday.  

 

We do have surcharges that may be applicable if any of the following apply, to ensure that incurred extra costs are covered if we have to go above and beyond what is included within the price of your holiday to ensure it is ready for the next guests to enjoy full and uninterrupted use.

 

  • Late departure - £50 per hour or part hour

  • Additional cleaning required - At cost

  • Speciality cleaning of soft furnishings/linen - £50 minimum charge

  • Cleaning BBQ’s - £25

  • Removal of Dog poo - £25

  • Unreturned keys - £50 minimum charge

  • Return of forgotten items - £10 minimum charge

  • Call outs - £25 per hour or part hour

  • Replacement of removed items - At cost, £25 minimum charge

 

To avoid these surcharges we simply ask that you leave the property in a respectable state, within the time frame of our check in and check out times, and take all your belongings with you. 

 

We hope you have an amazing holiday! 

COVID-19 POLICY

 

On the 24th February, the Government advised that all remaining restrictions related to Covid-19 in England have been removed, including the legal requirement to self-isolate. In line with the Government plan ‘Living with Covid’, we will be looking towards this framework as our guide, whilst continuing to monitor any changes in this regard. 

 

Points of Note

  • It is essential that if you feel unwell before your holiday, please contact us. Furthermore, if you are staying in one of our properties and develop symptoms, please contact us immediately and we will advise you of the best course of action – typically to return home (where safe and  possible).

  •  If you have acute breathing difficulties, please call 999. 

  •  If you feel unwell within 14 days following your stay, we request that you contact us, allowing us to take measures to eliminate any potential spread of the virus. 

  •  Up to date information & advice regarding COVID-19 can be found on the GOV.UK and NHS websites. 

 

Elite West Holidays has a public health responsibility to ensure all our properties are thoroughly cleaned. We have included additional special measures to our already very high standards which include the continued use of an NHS recommended viricidal disinfectant as part of the comprehensive cleaning regime. 

Due to Coronavirus (Covid-19) now being a known event, standard terms and conditions will apply to cancellations for bookings. Should a national or local lockdown be extended and impact travel for your booked dates, we will arrange for your stay to be postponed or for all moneys paid to us to be refunded. These are exceptional circumstances & we hope you appreciate our supportive approach. It is essential that you keep in contact in the run up to your holiday rather than leaving it to the last minute. It is also important to note that this does not apply should you or any of your party have symptoms of Covid-19 – this would require a personal insurance policy & we would not offer a refund.