Booking Terms and Conditions – please read carefully.

Fistral Retreats, 16 Pentire Heights, Newquay, Cornwall TR7 1TH

‘Us/we’ refers to the owners of Fistral Retreats.  ‘Party leader’ refers to the person making the booking who must be 21 years of age or over at the time of booking. The contract for a short-term holiday let is between us and the party leader when we issue the booking confirmation in writing/email once your remittance has cleared.  When you complete the booking form and pay the initial deposit you are agreeing to abide by the terms and conditions.  The booking terms are governed by English Law and apply to all bookings except where we agree to other terms in writing.  We have the right to decline any offer of booking prior to issue of the written confirmation of booking.

Your Booking

Bookings will only be accepted on receipt of a completed booking form and payment of 30% of the cost of the holiday if more than six weeks before the start of the rental.

If the booking is made less than six weeks before the start of the holiday full payment of the rental and good housekeeping bond of £100 must be made at the time of booking.

Provisional bookings will be held for 3 working days. Payments can be made by electronic transfer (BACs from within the UK) or PayPal.

The party leader must be a member of the party over the age of 21 at the time of booking and is responsible for ensuring that the entire party adheres to the terms and conditions and is personally responsible for any damage to the property and its contents.

Rental rates quoted are for 1-4 people. Only persons listed on the booking form may occupy the apartment. The accommodation sleeps up to a maximum of 4 adults. No single sex parties – also see “Other Issues” on page 2.

When you receive confirmation of the booking and details of the balance due you should check all details carefully. If any details are incorrect contact us immediately.   The balance is due 6 weeks before the date of arrival.  

If we do not receive the balance by the due date we assume the booking is cancelled.  The deposit is non-returnable after the booking has been accepted and we reserve the right to re-let the apartment if the balance is not paid when due.  

Any charges raised against us for handling any form of payment, dishonoured cheques, overseas transfers will be passed on to the Party Leader who is liable to reimburse us within 7 days of notification.

Arrival/Departure

Holiday bookings run from Saturday to Saturday, unless otherwise stipulated or a short break of 3 or more nights. Guests are welcome after 5.00 pm on the arrival day and must vacate the premises by 9.30 am on the day of departure.  Our Property Manager will contact you during the week prior to your holiday to explain access arrangements.

There is designated parking for one car at the rear of the property.  The correct parking permit must be displayed at all times in your vehicle whilst in the car park. It is your responsibility to ensure that the parking permit is not defaced or details obscured. We are not responsible for any parking fine imposed on you. On departure the permit must be left with the keys in the key safe.  Failure to do so will incur an administration charge of £50.00 deductible from the Good Housekeeping Bond.  Parking in other residents’ parking bays will incur a fine from an independent parking management company and it is your responsibility to pay.

Good Housekeeping Bond

The good housekeeping bond of £100 is required at the time of final payment and is held against damage, loss, excessive consumption of services and excessive final cleaning.  Reasonable wear and tear excluded.  If damage/loss exceeds the £100 bond you will be invoiced for the difference.  If there is no damage, the bond will be returned within approximately 2 weeks of your return home.  For your own protection, please check the inventory on arrival and departure and report any discrepancies and/or damages within 24 hours of arrival to the Property Manager.

You will be expected to leave the property in the same state of cleanliness which it was found at the commencement of your holiday.  Any extra cleaning over and beyond what is considered to be normal, will be charged to you and deducted from the Good Housekeeping Bond.

The Bin Store

The bin store is situated between the car park and the main apartment block.  You must adhere to the guidelines left inside the apartment for disposing of rubbish, otherwise Cornwall Refuge Collection Service will not remove it.  The Management Committee of Pentire Heights have imposed a £50.00 clean up fine on tenants leaving the bin store in a mess and not adhering to the guidelines.  Any fines imposed will be passed on to the holidaymaker. (Rubbish is collected from the bin store every Monday and is for HOUSEHOLD waste only, see Cornwall’s recycling policy in the Information Folder in the apartment.)

What Is Included

Electricity and gas central heating (by combination boiler)

Bedding (duvets, sheets, etc) and beds made up on arrival

Towels for all guests (not beach towels – please bring your own) & tea towels

Facilities for small children such as cots, high chair, can be provided but may incur a small an additional cost.

Sorry, dogs/pets are not allowed and no smoking or candles in the property.

Right of Entry

We and/or our Property Manager or representative are allowed access to the property at any reasonable time during the holiday occupancy, by appointment, except in the case of an emergency or if we have reasonable grounds to believe that there is or has been a breach of the Terms and Conditions.

Changes and Cancellation

Only in special circumstances can we accept changes to a booking.  Any changes may incur a £25 administration charge.

Your booking is a legally binding contract and we strongly recommend that you purchase holiday cancellation insurance to cover you if you have to cancel your holiday, for whatever reason.  Please notify us, the owners, of the cancellation in writing/email.  If notice of cancellation is received between the dates of your deposit being received and the final payment being due then the deposit will be retained unless the Apartment can be re-let, in which case the deposit will be refunded less a £25 administration fee per week. If cancellation is made within six weeks of the holiday start (i.e. the whole rent has been paid) then the whole amount paid will be retained unless the Property can be re-let.  If re-let is successful, then a full refund will be made less an administration fee of £25 per week.  If the Property cannot be re-let then no refund will be given other than the £100 good housekeeping bond.

To safeguard against cancellation charges and other unforeseen eventualities we strongly recommend Cancellation Insurance.  Fistral Retreats does not provide Holiday Insurance Cover.

Cancellation by Us

We do not expect to have to make changes or cancel your booking. If for any reason beyond our control the property is not available due to fire or the property is unsuitable for letting we will contact you immediately by telephone and endeavour to offer you comparable accommodation or refund your payment in full.

Other Issues

Unless agreed in advance with us, no group bookings are accepted where all members are of the same sex, unless the group consists of members of the same family across generations.

 If due to unforeseen circumstances, you or a member of your party suffer a severe illness during your stay you must immediately contact us and return home.  Emergency telephone numbers can be found in our Welcome Folder which you should be read on arrival.

Where no agreement has been given in advance, we reserve the right to refuse access to the property without compensation and/or levy an additional charge:

• If there are persons not specified on the booking form or more than the property caters for, and/or activities undertaken which cause unreasonable damage, noise, disturbance or out rightly contravenes the property lease i.e:

o Noise between 11pm and 7am e.g. playing or use of any musical instrument, television, loudspeaker, or any other noise making instrument to cause nuisance or annoyance to other occupants or neighbours.

o Demonstrate inappropriate behaviour and treat the facilities with disrespect and disregard of cleanliness and comfort and safety and convenience of all occupants.

o Disposing of any litter you may create inappropriately e.g. especially cigarette ends.  (Rubbish is collected from the bin store every Monday and is for HOUSEHOLD waste only, see Cornwall’s recycling policy in the Information Folder in the apartment.)

o Feeding of Seagulls is prohibited by the Council and not permitted on site.

o Washing/cleaning/drying is not permitted so it is visible from the outside.

o Common parts of the building are not to be obstructed, see the Code of Conduct for Pentire Heights by the main entrance door.

o Overnight sleeping in vehicles.

Barbeques are permitted in the grounds away from the building and not causing a nuisance to any owners or other holiday guests so long as care is taken to avoid any damage whatsoever to any parts of the property and/or grounds.

Website Details

Every effort has been made to ensure that the information on our website is correct at the time of booking.  The information may be changed at any time and without prior notice.  

Liabilities

Your booking is made as a consumer and you agree that no liability can be accepted by us for any expenses, costs, losses, claims or other sums of any description that relate to any business, howsoever suffered or incurred by you.

We will not be liable for any death or personal injury or loss during the term of your stay however arising.  We agree to provide appropriate and adequate insurance for the property and for the nature of its uses.  You must ensure that you take all necessary steps to safeguard your personal safety and that of your children and possessions. The property is used at your own risk and parents should ensure that their children are supervised in such areas at all times.  No responsibility can be accepted for personal possessions in the properties and for cars parked outside the properties.  

Complaints

All complaints must be notified to us or the Property Manager immediately and sufficient time allowed for us to take appropriate corrective action.  Compensation will not be considered where access is refused or we have been denied the opportunity to correct.

Items Left

Let us know as soon as possible as items left will only be kept for a short time.  Reimbursement of posting, packing and any other expenses will be required in advance.

Updated July 2020.