COVID-19 FAQs
Q. What extra measures are being put in place at the property to stop the spread of coronavirus?
A. “Scents Cleaning Services takes pride in meticulously servicing this property, ensuring that the level of cleanliness & safety of all guests is of primary concern. Prior to arrival the property is cleaned & sanitised by a team using PPE, & adhering to the government guideline cleaning measures relating to viruses & pathogens. We hope you enjoy a safe & relaxing stay at this comprehensively equipped holiday treasure!” – The Scents Team.
View Scents Cleaning Services Covid-19 awareness certificate, carried out by all team members.
Q. What happens to my reservation if we go into a Lockdown or there is a Tier restriction in Cornwall or my local area?
A. We are closely monitoring the government restrictions. Should your booking be affected then we will be in touch. You will be given the option to transfer your booking to an alternative date or offered a full refund. We do however strongly recommend that you take out travel insurance including COVID cover.
Please note: If you opt to move your booking then this is subject to availability and difference in price.
Q. What happens if a member of our party tests positive for COVID or is asked to self-isolate through test and trace when we are due to travel?
A. You will be asked to provide us with a copy of your positive test result or your test and trace notification for the person listed on your booking form. You will be given the option to transfer your booking to an alternative date in the same property or offered a full refund.
Q. What happens if I fall ill at a property?
A. We sincerely hope that does not happen, but in the event it does please ensure you follow the appropriate government advice. The UK Government guidance for hotels and other guest accommodation in England can be found here. You will see in section 2.2 that if you or a member of your party falls ill at a property, you should self-isolate and request a test. If you are confirmed to have Covid-19, you should return home if you can. When contacting the NHS, please specifically mention that you are staying in a holiday home. If you are advised by NHS to remain at the property, we will work to facilitate this as best we can and you will be required to pay the rates due for an additional stay and any other costs that relate to the additional stay.
Q. We are travelling from different areas within the UK, what happens if only one area is affected by a Tier restriction?
A. Standard booking terms apply. Please contact us to discuss this in more detail.
Q. We are clinically vulnerable and currently shielding what are our options?
A. Standard booking terms apply. Please ensure you are safe to travel before making a booking.
Q. Do you recommend taking out travel insurance?
A. Although we have relaxed our cancellation policy for COVID affected stays, we do highly recommend that guests do take out a COVID travel insurance policy.
Q. We wish to cancel our reservation as we do not feel comfortable travelling during these uncertain times. What are my options?
A. If there is no government restriction in place that affects your stay, then your cancellation would be under our standard booking terms.
Q. The balance for our holiday is now due but we are unsure if our booking will go ahead due to COVID?
A. Your balance will need to be paid 8 weeks before your arrival, in line with our booking terms. Should your booking be affected by any restrictions imposed by the government after the payment has been made, then the reservations team will be in touch with you nearer the time.