Frequently asked questions
Arriving & Departing
On your departure… Continue reading
Please return your keys to the office you collected them from before 10am (see note regarding arrival), so that the cleaners have the maximum amount of time available to ensure the property is ready for incoming guests. Please ensure you leave the property clean and tidy.
What time should I arrive? Continue reading
Arrivals are between 3pm and 5pm on the start date of your holiday. If you feel you are unable to arrive between these hours, you need to telephone us to see whether an alternative time can be accommodated. If an alternative time can be arranged it should be noted that arrivals cannot be accepted after 9.30pm. On arrival at one of our offices, you will be given full details including directions to your property.
Where can I pick up the keys to my property? Continue reading
Keys must be collected and returned from/to the Reception Office named on your arrival details.
Properties situated outside of St Ives and Carbis Bay will have their own coded key box of which information will be provided with your arrival details.
We regret any keys not collected or deposited at our Reception Offices will necessitate a £10 fee taken via your method of payment to cover the time/transport to return keys for incoming guests.
If you plan to arrive by public transport, train, coach, etc. please discuss this with our Holiday Coordinators at the time of booking.
All guests arriving after 5pm will need to collect their keys from a coded box situated next to our arrival office in Hayle.
Booking a holiday
How do I pay for my holiday? Continue reading
Cheques should be made payable to Aspects Holidays. Payment can also be made by debit or credit cards. A surcharge of 2% is added to payments made by credit card. Payment can also be made via bank transfer, please contact our accounts team on 01736 754242.
All cancellations must be advised immediately by telephone, followed as soon as possible by written confirmation. The guest remains liable for the full amount of the holiday rental, including the balance payment when due, if this has not already been paid.
Aspects Holidays, will as a matter of urgency try to re-let the holiday period or part thereof and if successful, upon receipt of monies for the new booking, will return the rental paid less an administration fee of £50 plus VAT. The booking fee is not refundable.
If a reduction in rental has to be made to secure a new booking, the customer will receive the respective pro rata amount less the admin and booking fees. If it is not possible to re-let the property, no monies will be returned, unless a security deposit was included, which will be refunded.
Making a last minute booking… Continue reading
Where a property is requested within two weeks of the start date, provisional bookings are not applicable. A booking form will need to be completed. Only credit/debit cards or bank transfers can secure the booking on the day of request.
How do I book a property for next year? Continue reading
Should you wish to re-book for the following year, please complete a booking form, advise us on the box on your arrival sheet or speak to our Holiday Coordinators. We will not be able to confirm whether we can market the property or what dates will be available to us until 1 Sept so we are unable to take bookings until 1 Oct. However we try to offer existing customers priority over new customers if they wish to re-book the same property for the same date.
How do I re-book my property? Continue reading
To ensure we can accommodate your request you must advise us within four weeks of the start date of your holiday.
If we do not receive a formal request within this time-frame the week will be available to other existing customers. If you are unable to confirm within the four weeks you can still advise us later in the year but we cannot guarantee the property/date will still be available. Where a change of property/date is requested, we will do our best to give existing customers priority but the property/date may have already been requested by the customer who had occupied it the year before. In this instance we would contact you suggesting suitable alternatives.
How do I book my holiday/property? Continue reading
Once you have selected the property and dates of your choice it is advisable to telephone our offices on 01736 754242 to check the availability as our on-line availability calendars are not real time. We are open from 9am to 5pm, Monday to Friday. It is advisable to have some other choices in mind in case your chosen property is already booked. Please mention anything you feel we should be made aware of such as limited mobility and allergies in order for us to ensure your comfort and safety whilst you are with us.
We can take a provisional booking on the telephone and immediately send out a booking form for completion, or you can use the provisional booking form on this website. In either case payment of the deposit or full payment (full payment is due if you book within eight weeks of your holiday start date) must accompany the booking form. Payment may be made by all major credit cards or by cheque or by bank transfer. If no payment is received within 5 days of a provisional booking being made, we reserve the right to offer the property and date to another customer.
On receipt of your signed and fully completed booking form, together with your deposit or full payment, a confirmation of booking will be sent to you. This will detail the relevant prices and dates and should be checked carefully. It will also detail your balance and date due if applicable. No further reminder will be sent before the due date. If your balance payment is not received by the due date, we reserve the right to re-offer the holiday.
Upon receipt of your final payment an acknowledgment is sent along with the key collection and arrival details.
What if I want to extend my stay? Continue reading
If you wish to extend you holiday, please contact one of our holiday coordinators on 01736 754242 or firstname.lastname@example.org
What if I’m not completely satisfied with my property? Continue reading
We hope your chosen property meets with your approval. Obviously there are times when something can go wrong. If you have any problems, we ask you to inform us as soon as possible at our main office in Hayle. We regret that any complaints received on departure or a later date cannot be effectively dealt with, as it should be appreciated that it is not possible to correct or investigate effectively any problem at that time.
Can I smoke in my property? Continue reading
Smoking is no longer permitted in any of our properties.
Can I bring my pet? Continue reading
Pets are not allowed in most of our properties but where a property does allow a pet, there will be a dog symbol on the individual description. It should be noted that even when a property will take a pet, a description of the pet needs to be given to a member of staff to ensure its suitability. On no account should pets be allowed on beds or furniture; any damage or unnecessary marking of the furniture or walls will be charged to the guests. Pets should not be left alone in the property. It should be noted that even though a property does not display a pet symbol, there is no guarantee that an owner’s pet has not been in the property. There is a pet charge which is shown on the price list.
Where can I park? Continue reading
Parking is constantly in demand in St Ives! Where parking is available, it will be detailed in the description and shown by means of a car symbol. St Ives, due to its size and charm, has not generally been able to provide larger spaces for the ever-increasing size of vehicles, so customers must ensure that where an allocated space is provided, their vehicle will actually fit in it! There are several council-run car parks in St Ives which charge a weekly tariff.
What if I need additional equipment such as a wheelchair, cot or highchair? Continue reading
These are not generally included in the property,please check the description with our Holiday Coordinators to see if they are suitable for your chosen property. If they can be accommodated we will hire these on your behalf from one of our trusted partners.
What is included with my property? Continue reading
Our properties are well equipped with the following included as standard: iron and ironing board, microwave, television and DVD player in the sitting room. Duvets, pillows and bed linen are provided in all our properties. Towels are provided in some of our properties; please check the additional information section on each property description for further clarification.
Electricity, gas and water services are also included in the rental price of all our properties. However, we would ask you to conserve usage as you would in your own home, to help us to work towards preserving these precious resources. In cases where excessive usage has taken place, we reserve the right to make a supplementary charge on behalf of the property owner.