Cornish Gems House Rules

Sleeping Capacity

The maximum number of people allowed is stated in the Property Description (subject to complying with any government guidance or restrictions) and extra persons cannot be accommodated. Please see clause 6.2 of our Booking Terms and Conditions for further details.

Arrival and departure times

Please see clause 6 of our Booking Terms and Conditions for our terms relating to your Check-in Date and Departure Date. Early check-in is available at an additional cost for some properties (please ask a member of the team for details). In general we will aim to make the Property available from 4:30pm on your Check-in Date and will require you to leave by 10am on the Departure Date. Please note we may have to vary our usual check-in and check-out times due to Events Outside Our Control (Please see the Booking Terms and Conditions for further details) and will notify you of any change in advance of your Stay.

Key collection And Key safe location

Your check in time is detailed in your reservation confirmation. The key is located at the Property on the day of your arrival within a key safe (where applicable), you will receive a text message with the key safe code to your nominated mobile number at your allocated check in time. Please enter this code into the key safe (where applicable) to access the door keys. Please note many of our homes have 2 key safes, please ensure you are at the correct one.

Check-in

Your ‘Cornish Gem’ should be well presented for you with everything operating correctly. In the unlikely event this is not the case, please contact us within 48 hours of your arrival. You will receive a courtesy call from our team to your nominated mobile phone the next working day following your arrival. This is the perfect opportunity to confirm whether you are satisfied.

Check out procedure

Please vacate the Property by the stipulated check out time. We kindly request that you ensure all windows are closed, lights are switched off, the doors are locked and the keys are returned to the keysafe (where applicable). We would also ask that you avoid leaving any washing up, but where there is a dishwasher it is fine to fill and run a cycle and our team will unload. Where you have used the barbeque provided, please ensure this has been cleaned after use.

Property keys, fobs and parking permits

Please see clause 7 of the Booking Terms and Conditions for your obligations relating to keys, fobs and parking permits.

Smoking, e-cigarettes, vaping, illegal drug use, candles and fireworks

Smoking, using e-cigarettes, vaping and illegal drug use in any part of the Property or its grounds is strictly forbidden and doing so may result in additional charges and / or Us asking you to leave the Property. Please see clause 6.8 of the Booking Terms and Conditions for your responsibilities in this regard.

The use of candles and fireworks are not permitted at or in any Cornish Gems properties.

Electric Vehicle Charging

Properties do not offer electric vehicle charging unless there is a specified charge point and the usage of charge point has been agreed by the owner in advance. Charges will be incurred for usage at a rate of full advertised cost per vehicle per day. Where a vehicle is charged without prior authorisation the full costs of an advertised rate will be incurred per day plus an administration fee.

For health and safety purposes vehicles must NOT be charged using a domestic 13 amp socket outlet. The Good Housekeeping Waiver (see 9.5 Booking Terms and Conditions) does not cover charges incurred in relation to electric vehicle charging.

Pets

If pets are permitted at the Property (which will be specified in the Property Description on the Website) no guarantee is given that the Property will have a secured enclosed garden or other means to secure the pet outside. In making this service available we are relying on you to keep your pet under strict control at all times.

Please bring your own pet basket/cage and do not allow your pet upstairs, on furniture, in bedrooms or on beds. A pet must not be left unattended in the Property at any time and You must ensure no annoyance, including excessive noise, is caused by the pet.

On the Departure Date You must ensure that there is no sign that the pet has been at the Property, that no waste is left in the grounds and no nuisance has been caused to neighbours. You will be liable for any damage caused by pets and if the Property is not left sufficiently clean and all animal waste has not been removed then the cost of extra cleaning will be taken from the Good Housekeeping Deposit or additional charges applied.

You must not bring any pet to the Property if it is advertised as not allowing pets.

Where pets are welcome an extra charge is applicable as set out below:

Min 7 night stay:

• Gem Booking £50
• Extraordinary Gem Booking £75
• £50 for each additional dog

Our Website will indicate whether the Property is a Gem or Extraordinary Gem Booking.

Short breaks (less than a 7 night stay):

• Gem £50
• Extraordinary Gem £75
• £50 for each additional dog

Please call us to discuss whether other pets can be accommodated at the Property, additional charges may apply.

Please note, if a dog or other pet is brought to a Property without being declared prior to arrival, then We reserve the right to charge for the additional pet and apply an administration fee.

Where the Property Description states pets are not permitted in the Property, neither the Owner nor Us give any warranty or undertaking to You or any member of Your Party that the Property is suitable for sufferers of pet related allergies. Please see clause 6.7 of the Booking Terms and Conditions.

Linen, equipment and recycling and refuse

You and the Booking Party must keep the Property and furnishings, kitchen equipment, crockery, glasses, bedding and towels clean and in good condition. You are responsible for the cost of repairing any damage.

Linens

The Property is equipped with bed linen (duvets, sheets, pillowcases), bath and hand towels, silicone oven mitts, tea towels and bath mats (one per bathroom).

Clean bed linen will be provided on the Check-in Date. No change of bed linen will be provided except where the duration of the Stay is for two full weeks or more, in which case a weekly change of bed linen will be provided. The Owner expects You and Your Booking Party to use the washing machine and tumble dryer where provided if you require clean towels and tea towels during your Stay. You are not expected to wash towels and linen before your Departure Date.

Where a tumble dryer is not provided, clothes airers will be made available. One bath sheet and one hand towel are provided for You and each member of Your Booking Party. Additional hand towels are provided for each toilet facility. A charge will be deducted from the Good Housekeeping Deposit in respect of each towel lost or damaged or an additional charge applied if not covered by the Good Housekeeping Deposit. Should You require a fresh set of towels then these can be provided at an extra cost to You on a person by person basis.

Cots and highchairs

Cots, where supplied, are travel cots and are only supplied with padded bases (not mattress). All cots meet European safety standards, however We are not able to ensure that the cot is erected for your arrival for health and safety reasons. All baby bedding and linen must be provided by You. If You wish to use a mattress in the travel cot it is Your responsibility to ensure the mattress properly fits the cot. Cot dimensions are indicated in the Property Description or can be given on request. It is Your responsibility to ensure You are satisfied with the cot provided and, where applicable, the fit of any mattress and baby bedding You provide is safe and appropriate for use by Your child.

High chair type may vary from property to property but will meet European safety standards if used correctly.

Additional cots and high chairs must be hired and returned to the equipment hire company by You which will need to be arranged by You direct with an equipment provider.

Rubbish and recycling

You are required to put refuse/recycling in the appropriate place to await collection in accordance with the instructions provided by Us. You are also required to return the bin to the appropriate location following collection. Please notify Us if a collection is missed.

Wi-Fi

Broadband internet access is offered in some properties for recreational use if specified in the Property Description. Availability, minimum speed, unrestricted bandwidth or uninterrupted provision of internet access / telephone service cannot be guaranteed. Please see clause 6.9 of our Terms and Conditions for further details and the extent of our responsibilities in this regard.

Food and Starter Packs

The Owner will not be responsible for providing food, washing up liquid, dishwasher and washing machine powders other than a ‘starter pack’ to include a limited supply of washing up liquid, dishwasher tablets, washing up sponge , dishcloth, and 2 tea towels. There will be a clean bin bag in the bin and one spare for during your Stay. 1 recycled toilet roll per bathroom will be provided. For properties advertised with a woodburner/open fire, a starter pack containing kindling, logs and fire lighters will be provided for guests staying in the cooler months, usually between 1st October and 31st March.

Hot Tub use – Important Information – Please read before using any hot tub at the Property

If the Property has a hot tub it will be clearly stated in the Property Description. For Your safety and enjoyment there are strict rules and guidelines that must be adhered to when using the hot tub. The Party leader who makes the Booking is responsible for making sure that all members of the Booking Party are aware of and strictly adhere to these guidelines. It is vital that the hot tub is kept clean for your own safety. Failure to do so may result in a deduction from your Good Housekeeping Deposit or additional charges applied to pay for the drain down and cleaning of the hot tub.

Any damage to the cover or hot tub will be charged for.

It is very important that the hot tub is NEVER switched off at the mains switch (even when not in use) and that the cover lock is in place when the tub is not in use. Always unclip the lid before removal is attempted.

You must always shower before use.

You must not drag the vinyl cover using the cover straps, always use the handles.

• Do not stand on the tub cover.
• Do not attempt to open the electrical box.
• Do not remove suction fittings (filter standpipes) located in the filter compartment.
• Do not submerge your head under the water, do not drink the water, or allow the water to enter your mouth.
• Children under the age of 16 must not be allowed to use the hot tub.
• Do not jump into the hot tub.
• People with infectious diseases should not use the hot tub.
• Keep all loose articles of clothing or hanging jewellery away from rotating jets and other moving components.
• The use of drugs, alcohol or medication before or during tub use, may lead to a danger of drowning and is not permitted.
• Persons using medication should consult their doctor before using the hot tub. Do not use the hot tub if your medication induces drowsiness, affects your heart rate, blood pressure or circulation. Pregnant women, persons suffering from obesity, heart disease, low or high blood pressure, circulatory problems, or diabetes should consult a doctor before using the hot tub.
• Do not use the hot tub immediately after strenuous exercise.
• Do not use any glassware or crockery in the tub.
• Do not allow any pets in the tub.
• Do not use detergent or soaps of any kind in the tub.
• The tub is very deep; do not allow anyone to sleep in it.

Please take every care to use the hot tub responsibly and please do consider your neighbours if using the hot tub at night as complaints will be taken very seriously. Hot tubs must be vacated by 10pm in residential areas.

Bore Holes and Septic Tanks

Some of our unique and remote properties have to rely on septic tanks to store toilet waste. It’s important not to use bleach products where septic tanks are present as these can cause the septic tank to smell. Sanitary and baby products should not be put down the toilet but disposed of in a safe and hygienic way using the bins provided. Please be aware that in some extreme circumstances, bore holes have been known to run dry in spells of hot weather and We / the Owner will endeavour to manage the situation should this arise. Please notify Us promptly if an issue arises.

Welcome Packs

In line with our exciting B-Corp journey, and our aims to further support local Cornish businesses, we'd like to share with you our welcome gift options. Celebrating the best of Cornwall, we embrace our company wide ethos of luxury, choice and sustainability. For most of our homes, at the point of making a booking, you will be presented with a choice of six gifts.

1. Cornish Food Box Gift Card - This is the default option and includes a voucher towards products from Cornish Food Box, which will arrive in your Gem waiting for you.
2. Wine Duo/Trio - Our thoughtfully selected local wines from Polgoon and Camel Valley are a real taste of Cornwall to enjoy together. 
3. Gems Provision Hamper - Our Gems hampers are full of Cornish delights, including coffee beans, tea, biscuits, cake and chocolate.
4. Cornwall Heritage Trust Membership - A year-long family membership with Cornwall Heritage Trust, to help you explore Cornwall.
5. Plant A Tree - Choose to plant a tree in our virtual forest to help reduce the impact of your holiday.
6. Gems Shop Voucher - A voucher to spend on our ethical and sustainable selection of beautiful lifestyle products.

Out of Office Support

Our office opening hours are 9am - 6pm Monday to Friday and 10am - 6pm on a Saturday but opening hours may vary on bank holidays. Outside of these hours support is available between the hours of 6pm and 10pm daily and 10am-10pm on Sunday. This mobile number is supplied in your arrival information letter and in the property welcome folder which you will find in the Property. Please call the emergency line for the following reasons only:

1. Without any Heating
2. Without any Power
3. Without any Water
4. Any Serious Water Leak (i.e. ceilings, flooded floors)
5. Locked Out.

Problems accessing WIFI are NOT deemed an emergency.

Please refer to your arrival letter for relevant contact numbers should an emergency arise.

Complaints Procedure

Should any complaints arise during Your stay, please allow Us and/or the Owner the opportunity to investigate the matter further. As soon as is reasonably practicable after the problem arises, you should contact Our customer services team at customerservices@cornishgems.com, giving full details of your complaint. We will make every effort to deal with your complaint quickly and efficiently. In no circumstances will compensation be made for complaints raised after the holiday has ended when the visitor has denied Us and/or the Owner the opportunity of investigating the complaint and endeavouring to put matters right during the Stay. If however You have followed the above process and remain dissatisfied, You must within 30 days from the date of the end of your Stay put your complaint in writing to Cornish Gems, Carne House, Threemilestone Ind. Estate, Truro TR4 9LD or email customerservices@cornishgems.com We will thereafter provide assistance in attempting to resolve the complaint between You and the Owner and/or Us.