The Coronavirus Pandemic has created some unique challenges and many questions. We hope that this page provides answers to your questions about spending a holiday with us.

In light of current Government guidance we are not taking bookings for any property starting before 4 July 2020.


I am coming to Cornwall with friends and family from different households. Is this allowed?

The Government have have brought in a 'rule of six' law to all settings. This means that you may go on holiday as a group of six ( who may be from up to six different households). We will only contemplate bookings for a larger group if they are all from the same household and this can be proven.  If the restrictions in place do not cover your booking made prior to this legislation, please let us know, we will deal with each situation individually depending on the requirements of the guests.  


I am considering booking a property for later this year/ next year, but what happens if we are still in lockdown, will I get a refund?

If the cottage cannot be provided to you because of future Government restrictions or for another reason then you would be entitled to a refund. If the property you booked is available but you are unwilling or unable to travel to Cornwall to undertake your holiday, we are unable to provide a refund. We recommend that our guests take out appropriate travel insurance.


What steps have you taken to help mitigate the risks of Cornoavirus?

We have made a number of changes at the cottages; we have removed a few facilities to help prevent any cross-contamination for example books and games within the cottages, some of our scatter cushions etc.. We have put a washing machine in to each cottage so that guests no-longer need to access the shared laundry facility. We have defined areas for each cottage to use as their own private space and we have sectioned off a couple of facilities like the shared climbing frame. Our cleaners are following the rigorous guidlines of a clean and sanitise protocal. For transparency we have included this protocol lower down this page. They will need to be given more time to prepare the property for your arrival.  This means that you MUST abide by the arrival and departure times specified.  


What should I do if I get ill with Covid19 sysmptoms or I am contacted by an official body and told to self isolate whilst staying at the cottages?

Under these circumstances you would need to inform us of the situation and immediately return to your home address where you will have your own support structures in place. We would then isolate the cottage and prepare a post Covid19 clean. In circumstances where a guest chooses not to return home and instead remains at the cottage, they will become responsible for the costs of all affected bookings.- Please see our Covid19 Specic Clauses at the bottom of our T's and C's.


What are holidays to Cornwall going to be like this year? 

Self-catering holidays to Cornwall are going to be different this year in a number of ways and generally you will need to be as self-sufficient at the cottage as possible. Local shops and services are going to have limited capacity due to social distancing requirements. It is advised that visits to attractions, activities and restuarants should be booked in advance to avoid dissapointment.


What are the Covid-19 specific clauses in your T's and C's?

a) If The Accommodation cannot be occupied because of a UK Government led lock-down initiative. The Owner will reschedule or refund The Booking in its entirety depending on The Client’s wishes.

b) If The Accommodation is available but The Client does not attend, this will be treated as a cancellation under clause 2 of these Terms.

c) The Client agrees not to allow anyone who is suffering with any Covid-19 symptoms to go to The Premises.

d) The Client undertakes to vacate The Premises immediately if anyone in their party is told to isolate by an official system like NHS ‘Track and Trace’ or if any member of their party develops symptoms of Covid-19 whilst staying at The Premises. The Client undertakes to inform The Owner at the earliest possible opportunity so that a post Covid-19 clean can be prepared.

e) If for any reason, The Client fails to leave The Premises or isolates at The Premises a fee will be immediately due to The Owner to cover all expenses incurred by this action. This will include, but is not limited to, the cost of all affected bookings, , loss of potential income, loss resulting from damage to the reputation of the business resulting from The Client’s actions.

f) The Client should note that The Owner is unable to facilitate the collection or delivery of any provisions or medical resource for anyone ill or isolating whilst staying at The Premises.

Our full T's and C's can be found here

THE FOLLOWING ARE SPECIFIC REQUIREMENTS DURING THE COVID-19 PANDEMIC

1. YOU MUST NOT TRAVEL TO CORNWALL IF YOU OR ANY OF YOUR GROUP SHOW ANY COVID-19 SYMPTOMS

2. IF YOU DEVELOP ANY COVID-19 SYMPTOMS DURING YOUR STAY, YOU MUST IMMEDIATELY INFORM THE OWNER, LEAVE THE PROPERTY, AND RETURN HOME TO SELF ISOLATE AS PER GOVERNMENT GUIDANCE. YOU ARE NOT PERMITTED UNDER ANY CIRCUMSTANCES TO REMAIN AT THE PROPERTY WHILST SHOWING SYMPTOMS.

3. THE PROPERTY WILL BE PREPARED FOR YOUR ARRIVAL AND DISINFECTED BY OUR CLEANERS TO THE BEST OF THEIR ABILITY.


4.YOU MUST NOT ARRIVE AT THE PROPERTY BEFORE YOUR CHECK IN TIME.

4. PLEASE BRING YOUR OWN HAND SANITISER.HANDWASH WILL BE PROVIDED AT ALL SINKS. ALL GUESTS SHOULD WASH THEIR HANDS FREQUENTLY DURING THEIR STAY

5. PRIOR TO DEPARTURE, PLEASE MAKE SURE THE PROPERTY IS CLEAN AND TIDY.- Our cleaners have a very hard job and current circumstances make this harder, please help them as much as possible.

6. PRIOR TO DEPARTURE, PLEASE LOAD THE DISHWASHER WITH AS MUCH CUTLERY AND CROCKERY AS POSSIBLE AND PUT ON THE HOTTEST CYCLE.- We wash all these items before the arrival of the next guests and this will help our process run smoothly.

7. YOU MUST BE READY AND LEAVE BY THE DEPARTURE TIME.- Unfortunately this year we have no flexibility to allow guests to leave late, our cleaners need all the time available to clean the properties before the arrival of the next guests.

Covid procedures and measures-Stoneleigh Knowle Cottages

1. Contact between host and guest will be minimised through

a. the emailing of pre-arrival information, self-check-in and check-out and any daily contact via text or phone.

b. Guest information covering aspects of how things work in the cottage will be found in a guest folder that will be cleaned and sanitised between each guest.

c. Staff will not enter the cottages whilst a guest is present except in the case of an emergency. Any maintenance issues will be dealt with whilst the guests are absent.

d. Guests will be provided with information about our departure procedures.

2. Cleaning between guests will be carried out as safely as possible through

a. Co-ordination and training by our professional cleaning company who will ensure that their staff in attendance are fit and well with adequate training, appropriate PPE and equipment.

b. Cleaners will wash their hands regularly during the cleaning process and a hand washing facility will be set up within the laundry room.

c. Properties will be aired during cleans.

d. Used linen will be carefully removed from the properties and bagged for collection by the linen company.

e. All rubbish will be removed from the properties before cleaning starts.

f. Cleaning will follow a two stage process of a clean followed by a sanitisation as per the attached ‘Cleaning Check List’ .

g. New bed linen and towels will be provided by our professional laundry supplier who has confirmed that linen is washed at appropriately high temperatures.

3. Contact between guests from different properties will be minimised through;

a. Clearly defined private outside space including tables/ seating and BBQs

b. Ping-Pong table can be accessed through the provision of separate bats and balls to each cottage and the provision of sanitisation equipment for the table.

c. Each cottage has been provided with a washing machine within their cottage so use of the shared laundry is no longer required.

d. Cottages will be provided with separate clothes drying facilities so that communal facilities will no longer be required.

4. Risk to all guests will be minimised through;

a. Notification procedures and immediate departure of any guest who has symptoms of Covid19 or has been asked to isolate by an official body.

b. The removal of unnecessary furnishings within each cottage. Guests will find that there is a reduction in scatter cushions, books and games. Any such items that have not been removed will be appropriately sanitised.



Check List for Cleaning Staff At

Stoneleigh Knowle Cottages

Date

Property Name

Cleaned by

Signed

Appropriate protective clothing should be worn when cleaning, and protective clothing should be changed between properties as per training by Bespoke Cleaning

Cleaning Check List

All surfaces are to be cleaned first, then disinfected

Consideration should be taken to address the impact of children as well as adults: touching lower wall heights and parts of furniture.

Entrance


Key lock box cleaned

Keys cleaned

External handles wiped and disinfected


Communal Parts

Internal doors and door furniture wiped and disinfected

Wipe down walls (children’s handprints)

High level surfaces dusted

Light and power switches wiped and disinfected

Surfaces, including skirting boards wiped and disinfected


Bannisters wiped and disinfected

Windows cleaned

Floors hoovered and sprayed with viricidal disinfectant mist or steamed

Wipe down fire extinguishers



Living Rooms

Internal doors and door furniture wiped and disinfected

High level surfaces dusted

Light and power switches wiped and disinfected


All surfaces and furniture, including skirting boards wiped and disinfected


Electrical equipment, wifi hub and remote controls wiped down

Soft furnishings and curtains steamed

Mirrors cleaned

Windows cleaned

Carpets hoovered and sprayed with virucidal disinfectant mist

Hard flooring hoovered and mopped with virucidal disinfectant

Empty Bins and disinfect


Kitchen

Internal doors and door furniture wiped and disinfected

High level surfaces dusted

Light and power switches wiped and disinfected

All surfaces and furniture, including skirting boards wiped and disinfected

Electrical equipment, wifi hub and remote controls wiped down

Soft furnishings steamed

Mirrors cleaned

Windows cleaned

Hard flooring hoovered and mopped with viricidal disinfectant or steamed

Empty Bin and disinfect

Washing machine / dish washer / microwave / kettle / toaster: clean and sanitise doors, handles and controls

Oven and hob: clean and disinfected surfaces, doors, handles and controls

Fridge: clean and disinfected inside and out, including handle

Pans, crockery, utensils to be washed in the dishwasher

Drawers and cupboards wiped and disinfected

Floor hoovered and mopped with virucidal disinfectant

Clean and disinfect high chair


Bedrooms

Internal doors and door furniture wiped and disinfected

High level surfaces dusted

Light and power switches wiped and disinfected

All surfaces and furniture, including skirting boards wiped and disinfected

Electrical equipment, wifi hub wiped down

Drawers and cupboards wiped and disinfected

Soft furnishings and curtains steamed

Mirrors cleaned

Windows cleaned

Carpets hoovered and sprayed with virucidal disinfectant mist

Empty Bins and disinfect

Mattress and pillow protectors changed.

Bathrooms

Internal doors and door furniture wiped and disinfected

High level surfaces dusted

Light and power switches wiped and disinfected

Clean tiles

Clean shower / bath / sink including pedestals and splashbacks

Remove shower head and clean

Clean and sanitise taps

Clean plugholes and pour disinfectant down

Clean and sanitise toilet bowl using a toilet brush to agitate the cleaning process and include under the toilet rim

All surfaces and furniture, including skirting boards wiped and disinfected

Soft furnishings and curtains steamed

Mirrors cleaned

Windows cleaned

Carpets hoovered and sprayed with virucidal disinfectant mist

Hard flooring hoovered and mopped with virucidal disinfectant

Soak toilet brushes in bleach


Outside Space

Disinfect bin lids

Clean outdoor furniture


Clean outdoor play equipment including ping-pong table

Clean Barbeques