We understand that you may have some questions before booking with us. Our friendly and knowledgable team are always on hand over the phone or email to answer your queries, however we have tried to summarise some of the more frequently asked questions below.
When is the balance payment due for my holiday?
The outstanding balance must be settled six weeks prior to your arrival date. A reminder email will be sent to you seven weeks before your scheduled arrival date to prompt the payment.
What is the cost of the deposit?
We require 25% of the total rental amount to confirm the booking along with a £40 booking fee.
Do you take American Express?
We accept all major credit and debit cards except American Express.
Can I move my booking to another house or date?
Regrettably, it is not feasible since each property is owned by a different individual. In exceptional instances, an owner might consider adjusting your start date, but this is entirely at the owner’s discretion and cannot be assured.
What is your cancellation policy?
Upon booking and payment confirmation, your reservation is firmly secured for the specified property and dates. In the event that you are unable to adhere to the originally requested dates, kindly inform us promptly through both written communication and a phone call, providing reasons if possible. Our aim is to re-let the week to prevent forfeit of your deposit or the entire amount paid, with a £30 cancellation fee applicable. Please note that the booking fee is non-refundable. For the full details, please see the terms and conditions.
Why do you require the details of each person coming on holiday?
We require the names and ages of all individuals in your party for fire safety records. This includes guests who will only be present for part of the stay. Only individuals listed on the booking are authorised to stay at the property.
How do I amend any details of my booking?
For any modifications to your booking, please get in touch with our office at 01208 869430 to inform us of the changes. This encompasses adjustments like altering the party members or adding/removing a dog. Once notified, we’ll update the booking and provide you with details regarding any changes to your balance.
What’s the procedure for accessing the property upon arrival?
Upon settling your balance, we will send you an arrival pack via email. This pack contains directions to the property along with instructions on how to access it. Each property at The Point Holidays is equipped with a secure key safe, and you will receive a key code, offering flexible access if you arrive after 4:00pm. Throughout your stay, you can utilise this key safe, allowing members of your party to access keys independently, particularly if returning at different times.
When can I book for next year?
Following your stay with The Point Holidays, you’ll receive an email asking for you to complete a feedback survey and to register your interest if you would like to book for the next year. Property owners are granted the initial opportunity to reserve dates for the next year. Once their preferences are confirmed, we extend the first refusal to you for the same property and date, if possible. Any remaining dates will be made available on our website. This annual process typically commences around September. Rest assured, we’ll reach out to you as soon as we have the details. Failure to register your interest will result in the dates being opened to other guests.
Can we check in earlier than the proposed time?
We make every effort to accommodate your requests, so feel free to enquire. However, when multiple parties are checking in and out on the same day, we are unable to adjust the times. This is essential for us to adequately prepare the property, including a thorough cleaning and any necessary maintenance. Occasionally, we can permit early arrival if the property is ready ahead of schedule, or where you can park up at the house, allowing you to explore the local area while the house is being prepared. If you opt to arrive before the property is officially approved by our team we cannot guarantee that it will be fully cleaned and prepared.
Can we check out later than 10am?
To facilitate the cleaning team’s preparation for the arrival of the next guests, it’s crucial to provide them with ample time to ensure the house is thoroughly prepared. Depending on availability, on request, the team may be able to arrange a later checkout if there is no immediate arrival after your departure, but this may incur an additional charge.
Can I arrange for my food to be delivered?
Feel free to schedule a supermarket delivery to the house while you’re staying. Kindly ensure you’re available to receive the delivery, so please select a suitable time slot
What facilities at The Point are included in the package?
Should the property include The Point gym and swimming pool facilities in the package or offer them at a discounted rate, you’ll find the details specified in the individual property listing. Additionally, every property enjoys a discount on the 18-hole golf course.
My booking is a special celebration – can you assist with any special arrangements?
Don’t hesitate to reach out to our office or drop by so we can discuss your plans. Our team possesses extensive local knowledge and can provide recommendations for venues, caterers, cake makers, and more. Additionally, we can coordinate bottles of locally made wine, seasonal flower arrangements, and hampers filled with delightful local produce to await your arrival.
Is it possible to charge my electric car at the property?
Availability of an EV charging facility can be confirmed by checking the ‘Features’ section on the property listing.
How often is the property cleaned?
A dedicated housekeeper will guarantee the cleanliness and readiness of your accommodation for your arrival. Our pricing includes all linen and towels, so the only item we request you to bring is beach towels. For a two-week vacation, you are eligible for a complimentary interim cleaning service midway through your stay. A housekeeper will typically visit the property on the initial changeover day and clean the bathrooms, toilets, and kitchen area. Please inform us at the time of booking if you wish to avail yourself of this option during your stay.
Do you supply child or baby equipment?
We do not provide baby or child equipment. However, Rock-a-bye hire is available to supply, install before guest arrival, and remove the equipment upon departure for an additional cost. You can find them at www.rockabyehire.co.uk
Can I bring my dog?
North Cornwall is an excellent destination for furry family members, and the majority of our properties are dog-friendly. Please refer to the individual property listing on our website for details regarding bringing dogs, including any restrictions and charges. If you plan to bring more than two dogs, kindly give us a call so we can coordinate with the property owner. If approved, we will discuss any extra payment for any additional cleaning, such as carpets and upholstery.
While staying with us, we request that dogs refrain from entering bedrooms or sitting on furniture. Please ensure you clean up after your dogs and dispose of any waste appropriately.
Notably, Rock Beach, Porthilly Cove, and Daymer Bay are dog-friendly year-round. Polzeath Beach welcomes dogs throughout the year, but there’s a restriction from May 15 to September 30, prohibiting dogs on the beach between 10 am and 6 pm.
What happens if I break or damage something at the property?
In the event of an accident, kindly reach out to us promptly by phone to report the incident. This enables us to address the issue swiftly, whether it requires fixing, replacement, or repair. If, for instance, there’s a spill on the carpet, refrain from attempting to clean it yourself; instead, contact us immediately. We have professionals equipped to handle nearly any stain without causing damage to the furniture or carpet. Your timely communication helps us ensure a swift and effective resolution. We will follow up with the relevant invoices for payment following the completion of the resolution.
If there are building works taking place close to the property, am I owed compensation?
The local area is undergoing continuous development and expansion, leading to ongoing construction activities throughout the year. If we receive information about any works that could potentially impact your stay, we will endeavour to notify you via email before your arrival. However, since these activities are beyond our control, we regretfully lack the authority to halt them during your stay or offer compensation for any resulting disruptions.