ARRIVAL AND DEPARTURE
Arrival and departure day is shown on each of the property description pages. All properties are available from 3pm on the start day and should be vacated along with any parking provision for that property no later than 10am on the last day. You will be given instructions as to key collection and we ask that you read and follow these instructions carefully to ensure there are no entry issues on arrival at your property. In exceptional circumstances, cleaners/owners may have to continue to prepare the property after 3pm, and your patience is appreciated in allowing them to take extra time to achieve the high standards you expect.
We offer short breaks throughout the year for anything between 2 and 6 nights. Please see our Short Breaks page for more information. You will receive full details of arrival time, directions and key arrangements after you have paid the balance of the hire charge. LINEN Bed linen provided in all of our properties. Towels provided in most of our properties but please see individual property details for towel provision.
A cot or high chair is only provided where mentioned in the property description but may be hired from a local company. Bedding is not provided for cots. Please remember to request a travel cot or highchair if you require one. Cots are normally only occupied by infants under two years. Please check the property description, and note your request if this facility is available.
UTILITIES: KEY/COIN METERS
Utilities are usually included in the cost of the rental, however a few properties do not include the cost of the electricity - please see individual property details for this provision. In cottages where an open fire/woodburner is available to use, fuel may need to be purchased separately. CLEANING All our cottages are cleaned thoroughly between holidays. We would ask that you please leave the property and its contents clean and tidy.
ALTERATIONS TO BOOKINGS
We cannot accept a change of holiday property once we have received your deposit payment. It may be possible to change your holiday week providing you advise us not less than eight weeks prior to your original holiday start date. This is not always possible, although if we are able to rearrange this for you, a charge of £50 will be made to cover administration costs. No change of dates is operative until we receive written confirmation and the alteration fee.
Some properties have extra beds or sofa beds; the extra number of persons will be shown as + 1 or + 2. In no circumstances may more than the maximum numbers of persons indicated occupy a property (see our Booking Conditions page). In addition caravans, campervans and tents may not be parked or erected at the property.
Please take all your belongings with you. If, when you arrive home, you notice something missing; please let us know as soon as possible. We are happy to return items to you at the postage cost plus a handling fee of £10. Please note, items not claimed within 28 days will be disposed of.
1. If you are unhappy with your booking or the way it has been handled, please inform us immediately.
2. The contract is between you the Hirer, and the Homeowner, so if any problems arise during your stay, you should contact the person whose details are given on the paperwork who should put the matter right as soon as possible.
3. If the matter is not resolved, let us know immediately. Complaints not reported at the time cannot be entertained subsequently and it is regretted that no correspondence can be entered into in the case of complaints made after you return home when it will be appreciated that it is quite impossible for them to be effectively investigated.
4. If you have an urgent problem, please contact the person whose details are given – it may be the Homeowner or LP. If contacting LP out of office hours you will be provided with an emergency number.
5. Please leave a telephone number or location where you can be contacted.
6. We will do all we can to rectify the matter – if we are unable to do this and, in our opinion, your complaint is justified, we will try to find alternative accommodation for you. i. This may involve an increase or decrease in your holiday cost, depending on the price category of the alternative property. ii. It may not be possible to re-locate you in high season. In such cases, where you do not stay in your booked property, we will arrange a full reimbursement of the price paid.
7. Our liability and that of the Homeowner is limited to the price you paid, except in the case of legal liability for personal damage or injury, for which purpose public liability insurance is carried by the Homeowner.
Old cottages and accommodation built over 100 years ago are for the most part idyllic, full of character and utterly charming. However, they may have been built before the days of damp proofing and cavity insulation, therefore the occasional damp patch may appear, which is not un-common for a property of this period. Please help us to minimise this by having a common sense approach to staying in an older property by allowing air to circulate and keeping condensation to a minimum. We would therefore advise that consideration on those points are expressed, before booking if there are elderly, very young or babies in your party. Older properties may have steps between rooms and the stairways can be steep and narrow. Beams and doorway heights can be quite low. Older properties also encourage spider webs, and although thoroughly cleaned prior to your arrival, sometimes the odd spiderweb cannot be completely overcome.
BBQs & LOG FIRES/BURNERS
If the accommodation you have booked provides a working fire or BBQ, we respectfully point out that the cleanliness of these items are the responsibility of the departing guests and not the cleaner.
If you or any member of your party have any mobility restrictions or any other disability or illness, then please speak to the office prior to booking as we will need to advise you on the suitability of your property choice.
Like many towns in Cornwall, Looe and Polperro have many narrow and winding streets with restricted access. Unless stated in the details, the property you choose may not have a designated car parking space and it will be necessary for you to use one of the public car parks. Parking in a public car park will be done so at your own risk. Please phone the office and ask for details relating to alternative parking arrangements. Although some of our properties offer parking, please appreciate the spaces/garages may be restricted in size, driveways may be steep, and the location may be a distance from the property. Please ensure you enquire before booking if these points are an important issue to you.
Some holiday homes will have private gardens/patio areas, sometimes these may not be securely fenced and you should be aware of this, especially if you are bringing pets or young children. It would be wise to ask regarding this prior to booking. WI-FI Please check the property description to see if wi-fi is available. this is offered free of charge, but pleasenote that download speeds may vary by location, as can wi-fi signal coverage within a property. Details of the wi-fi code should be in the property but otherwise guests are expected to be IT self-sufficient. Looe and Polperro Holidays cannot be held responsible if wi-fi signal is poor or for whatever reason the facility is not working.
Pets are allowed in some of our properties, unless otherwise stated in the details. However, we cannot accept responsibility for their safety, and they are accepted only on the understanding that they are kept under control. At no time should they be left alone unsupervised on the premises and we request that they be kept off the furniture and not allowed in bedrooms. Any mess should be cleared from the garden/outside areas, prior to your departure. Properties which accept pets do so on the condition that pets have been fully treated to protect against parasites. On occasion, although a property may specify pets are not acceptable, it may be possible that the owner's own dog may have been in the property. Please ask if you have any concerns about this specifically, for example if anyone in your party is allergic to pets. We will be happy to clarify the position in more detail for you. We receive an increasing number of enquiries of this nature and it is always worth mentioning to us at the time of booking to ensure a trouble-free stay. A charge will be made of between £25 and £50 per pet per week or short break - please check the individual property for the exact pet fee.
Please note that properties in some locations may have no/limited telephone reception. Please check if this is important to you prior to booking.
Many properties have satellite, Freeview or Internet TV packages which can vary in available channels. Whilst the information provided for individual properties is correct at the time of going to press, please contact us for exact clarification if this is important to you.
All of our properties are specified as non-smoking and we ask you not to smoke inside these properties under any circumstances.
REFUNDABLE DAMAGE AND SECURITY DEPOSITS
Some properties require us to take a damage or security deposit on all bookings. Details are given in the individual property description. Please refer to booking conditions. This information supersedes previous issues.