Check-in/Check-out

Check-in is any time after 3pm. It is a self check-in and you will be provided with the combination for the key safe 48 hours before your booking is due to start. If you do not arrive at your holiday destination by 12noon of the day following your intended arrival, and we have not heard from you, your holiday will be treated as cancelled.

Check out is 11am - the cleaners will arrive and begin work at that time. If they are unable to start, any extra hourly charge incurred in cleaning may be taken from your security deposit. You may request an early check-in/out. We understand that international travellers and families with young children may have special requests for an early check-in or a later check-out. Please contact us and we will try our best to accommodate you. Whether we are able to do so depends on availability.

The property

Whilst you are staying in the property it is you and your parties’ responsibility, to keep the property clean and tidy and to leave it in this condition at the end of your holiday. We appreciate the need for you to have an enjoyable time whilst on your holiday, however, we would also ask you to respect the holiday cottage and its neighbours and not disturb or cause offence in any way. This includes loud music outside or any outside disturbances.

You must allow us access to the property where an emergency problem needs to be remedied immediately and you are out of contact, in which case, we may enter the property without your prior agreement. The property cannot be used for any commercial purposes, nor sublet or assigned to anyone not accepted by us as a party member.

Linen and towels are provided in all properties. Linen is changed between tenancies and weekly during tenancies (unless otherwise agreed).

We are entitled not to let you into the property if we feel for any reason that you or any member of your party are likely to cause any damage to it and we are under no obligation to find alternative accommodation for you or your party.

You may not allow anyone to stay in the property not included in the booking form, nor may you change the composition of the party radically without notifying us. Extra guests must be notified in advance and a supplement charge will be made to cover cleaning and laundry.

Sub-letting of the property. even free of charge is not allowed.

If you breach any of these rules, we are entitled not to hand over the property to you, in which case the holiday will be treated as cancelled, with no refund due and we are not liable to provide you with alternative accommodation.

Special occasions

No party, event or gathering may take place at the property which exceeds the maximum agreed occupancy numbers for the property without prior consent. It is also not permitted for any alcohol to be sold on the premises . Should any of these terms be breached we have the right to repossess the property without any compensation or refund due to you or your party. Whilst we want you to enjoy your stay, please note the property must be left in the same condition found, any extra cleaning will incur a charge. The housekeepers should not be left to deal with the ‘aftermath’ of a party, and if there is mess inside or outside the property there will be extra cleaning charges incurred. Please note we do not accept stag parties.

Pets

Well-behaved dogs are permitted but owners must undertake to not leave them unattended in the home, to not allow pets on the beds (muddy paw prints are impossible to get off white bedsheets) and to pick up any dog mess in the garden.

Children

Children must be supervised at all times - there are steep stairs in the house. At Walnut Tree Cottage  a brook runs through the garden leading to an 8ft waterfall. Whilst we provide a number of items for babies and children to make your stay more comfortable, the cottage is not baby-proof and you are responsible for ensuring the safety of your child. Any extensive damage to walls, carpets, furniture or fittings may incur a replacement charge.

Smoking

Please note that in accordance with current legislation, smoking is not permitted at any of our properties. A fine of the full security deposit amount will be incurred if you or your party smoke inside any part of the cottage/s to cover dry cleaning of all fabrics.

Other house rules

Before booking, you will be provided with a list of house rules which you will be asked to agree to. In making a booking you are deemed to have agreed to be bound by such rules.

Wildlife

Walnut Tree Cottage property is in a semi-rural location. Please expect to meet some wildlife - as well as otters, kingfishers and squirrels, there may be the odd spider as well as flies which are, unfortunately,  part and parcel of country life. Seagulls are to be expected in Looe. We also recommend wearing sand shoes on the beaches due to weever fish in shallow waters.

CCTV

CCTV is installed on the doorbell and on cameras installed outside the property for security and these must remain on as a condition of our insurance. There is no CCTV inside the house and your privacy is respected.

Loss and damage

Loss or damage incurred by any member of your party during your holiday must be paid for. Before you arrive, the property will have been thoroughly cleaned and checked. If you find any discrepancies with the state of the property please notify us as soon as possible and certainly within 24 hours. Any losses or damages caused after this will be your responsibility and it may be worth checking with your own insurance company whether they will cover you in these circumstances. If a loss or damage does occur to the property while you are staying there, please inform us as soon as possible to agree the level of charges to be paid. Charges will be deducted from your security deposit. Damage in excess of the deposit may be payable. We are not responsible for any lost property left behind in the cottages, if we find items left behind we can post them to you at your own risk, with the postage costs incurred to be deducted from your security deposit, or you can collect from us within 10 days.

Surcharges

We do not charge for the odd broken glass, following are examples of incidents that we will charge for either replacement or the extra time required: moving furniture to different rooms and not replacing, staining of carpets, damaging quartz countertops, rugs or soft furnishings, losing keys, leaving bathrooms in an unhygienic state, staining bedsheets or towels, and failing to sort and separating recycling. 

Complaints

We want you to be happy and to enjoy your stay. If anything is not up to the standard you would expect, please let us know immediately to give us a fair opportunity to recitify it. In no circumstances will compensation be made for complaints raised after the holiday period has ended, or when the holidaymaker has denied us the opportunity of investigating the complaint and endeavouring to put matters right during the holiday period. If you are unable to make contact with us or are unhappy with the response we give, then you must put your complaint in writing to us within 30 days of the end of your holiday. Any assistance provided in resolving a complaint in relation to your booking is provided on a goodwill basis.