OUR NEW NORMAL

The safety of our guests and controlling the virus is our highest priority and we have in turn made a number of changes to the way we operate and deliver Stay to our guests.

These changes supersede some of our standard terms and conditions, which hopefully we’ll be able to return to once the virus no longer poses a risk.

CLEANING

The standard of cleaning at Stay has always been exceptionally high, but since re-opening on 4th July we have taken this further to disinfecting and sanitising the property for each holiday party.

This is being carried out methodically and diligently, which takes our turnaround team more time and attracts an additional COVID cleaning charge of £50 which will be applied to each booking, for as long as we can see this extra precaution being required.

Whilst we’ve previously offered mid-stay cleans and linen changes to guests booking Stay for more than a week, we have had to temporarily suspend this service to eliminate the need for our turnaround team to enter properties with guests in occupation.

ARRIVALS AND DEPARTURES

Whilst the COVID-19 virus remains prevalent and a risk to us all, guests will be unable to access Stay before 6pm on the day of their arrival and must vacate by 9am on their day of departure, in order to provide our turnaround team with the additional cleaning time they need.

Previously we’ve worked hard at accommodating requests for early arrivals or late departures, but for the time being this will not be possible and we appreciate your understanding of this.

A FEW LESS HOME COMFORTS

We’ve always taken pleasure in equipping Stay in a way that provides our guests with true ‘home from home’ comfort, but those returning to Stay may note that we’ve removed some items that encourage regular handling, such as books, board games, binoculars and comfort blankets.

We’ve also had to remove condiments and herbs spices, as these food items are very difficult to disinfect safely between parties.

Previously we’ve welcomed guests with a small selection of provisions such as wine, milk, scones etc, but sadly for the time being these will need to be stopped to reduce the need for supermarket visits and the risk associated with passing food items between parties.

LINEN

To negate the need for our turnaround team to handle used towels and bed linen, we ask that departing guests put ALL used linen in the linen bags provided.

Similarly we ask that departing guests bag all general waste and place them securely in the external bins at Stay.

CANCELLATION AND REFUNDS

Guests having booked directly with the owners of Stay, either through this website or our referral listing on cornishsecrets.co.uk will receive a full and prompt refund of any monies paid, should any of the following events prevent the members of your party from attending Stay on your planned arrival date:

  • Official Government guidance preventing travel into the area.
  • Official Government guidance preventing staying away / holiday travel in general.
  • Official Government guidance imposing a lock-down on your home town(s) which prevents all members of your party from leaving the area.

Where cancellations are made for any other reason, the refund policy in our standard terms and conditions will apply.

Please note that those having booked Stay through an alternative platform such as Trip Advisor, Holiday Lettings or HomeAway will have made the booking under the terms of these operators, of which the owners of Stay have no control.

Those having booked with these providers should contact them in the event of having to cancel a booking.

We thank you for your understanding and cooperation in the above, and hope that the changes we’ve had to make won’t spoil your well deserved holiday in this beautiful part of Cornwall.

Stay safe.

Emma Huse
Updated: 03/08/2020