Frequently Asked Questions (FAQs)

Can we still use our property in the school holidays?

Of course! We request that owners limit usage to six pre-booked weeks per year and that one of the weeks is in July or August. Beyond the six weeks allocation, we also offer an unlimited amount of last minute owner bookings when the property is still available seven days before you arrive. This allows owners to maximise income whilst still spending quality time at their property. Bespoke arrangements are sometimes possible, just let us know what your needs are and we will do our best to accommodate them.

How do we book owners stays?

Your owner's stays can be booked through your owner account... This harmoniously integrates with our booking system.

Do Cornish Gems handle guest issues during their stay?

Absolutely. Our team looks after guests from the point of enquiry to departure. We unobtrusively make contact to ensure everything is just so. This allows guests to flag any issues and it lets us instantly resolve them. This often reduces the likelihood of a guest complaint. Our team also manages the out of hours emergency phone, so we are always contactable.

Do Cornish Gems take a Damage Deposit?

Yes. Most Cornish Gems have a damage deposit which is a Good Housekeeping deposit of between £250 and £500. However, larger properties are increased to £1000. Guests can choose to pay a Good Housekeeping Deposit or a Good Housekeeping Waiver. The Deposit is a pre-authorised amount held on the guest's card from the day before check-in. The Waiver is a non-refundable payment which covers any damage up to the deposit level. There will always be an element of wear and tear and breakages which guests are not charged for. However, we will always seek to charge guests for wilful and negligent damage. Where damage exceeds the Deposit/Waiver cover then we will seek to recover further reasonable costs. Reassuringly, this type of damage is very unusual.

We already have a housekeeper looking after our property. Do we have to use your property management service?

We are happy to work alongside professional housekeepers and management companies. We will notify them of bookings and the guest requirements to minimise the need for your involvement. It's important that the properties in the portfolio share the same luxury welcome for guests; and we will send you a guide for this.

Do you have a list of essential items we need to provide for guests?

Yes. Our list of essential items is double checked prior to your first booking. Our Property Standards Assessor will also visit every year to check the essential items and report any maintenance and health and safety issues which may arise. This ensures your property always looks its best. There is no additional cost to you for this service.

Do we have to accept dogs and will it affect bookings if we don't?

Over 30% of our bookings are from guests bringing their dogs on holiday. As Cornwall is such a dog friendly haven - and if your property can accommodate them - we highly recommend you consider accepting them as this will boost your income. We always outline dog ‘house rules' and can genuinely say there are very few issues. If you'd rather not welcome our canine friends, we would advise making the property ‘pet free'. This allows us to market your home to those guests with pet allergies.

Can we just place our house with you from May to September?

Our clients book holidays in Cornwall all year round so we do request twelve month availability of your property however we are happy to discuss other options if this would not work for you.

Do we have to pay extra for photography?

No. We cover the costs of a professional photoshoot when it joins the portfolio.

What if the boiler breaks down?

It's important you take out cover for your heating system and electrics. We work with Blue Flame and British Gas who offer owners an excellent range of packages. They bring peace of mind and great savings on potentially expensive maintenance issues.

Can Cornish Gems guarantee the bookings?

We cannot guarantee bookings. Our rental projections are realistic and are based on years of experience in the luxury holiday lettings market.

What upgrades can I make to increase revenue?

Features like hot tubs, outdoor baths, pools, cinema rooms, wood fired ovens and stylishly designed interiors will all increase the income potential.

Can you help me get my property ready for holiday letting?

Of course. Preparations can be a little daunting and time consuming - especially if you don't live locally. We will guide you through the process to ensure everything looks perfect for guests and it's legally compliant. If you need assistance with interior design, our in-house service will help you create the perfect Gem to maximise rental income.

I am looking to buy a holiday home. Can you help me find a suitable property?

We would be more than happy to help you find the perfect Cornish Gem. Our Portfolio Team works closely with local estate agents and property finders. Visit our website page to view some Gems for Sale. If you would like to receive property alerts via email please sign up to our newsletter here.