Our Response to Covid-19

Our number one priority is to keep our guests and our housekeeping team as safe as possible during these challenging times so we have worked hard to create a thorough cleaning and change-over protocol. We have also updated our refund policies in light of the Covid-19 virus.

  • In order for our cleaning team to do a thorough deep clean of the property after every guest, check-in will now be 5.30pm and check-out 9am. Please do keep to these times as we must ensure the property is thoroughly cleaned for your safety. It is essential that our housekeepers have vacated the property before you arrive to minimize contact.

  • Our cottage has been decluttered as much as possible to prevent the risk of contamination so we have removed all board games, books, DVD’s, maps, etc so we ask guests to bring your own to use if you would like to.

  • We have bought extra sets of throws and cushions for the bedrooms and the sitting room so we so they can be alternated each week after every guest.

  • Our cleaners will be fully focused on cleaning the property and will not be able to disinfect external items such as sun chairs, surf boards and BBQ. We will leave them in the shed but we recommend you clean items before use. The outdoor dining table and chairs will be cleaned and disinfected as usual.

  • At the end of your stay we asks guests to strip the beds and put all towels and bedlinen in the bags provided – we don’t usually ask this but it will help to keep our cleaners safe.

  • Importantly please do not travel to Trewollas if you or anyone in your party have Covid-19  symptoms before the start of your holiday. Please let us know if you or any member of your party contracts Covid-19 within 7 days of returning from Trewollas. Please do continue to take all precautions on your holiday such as frequent hand washing and social distancing as instructed by the Government. Please be respectful of the local community.

  • If you or any of your party display signs of Covid-19 whilst staying at Trewollas please agree to follow the guidance below:

  • Guidance from the Department for Culture, Media and Sport:
    "If a guest is displaying signs of the Covid-19 virus while staying in overnight accommodation for a permitted reason, they should inform the accommodation provider, immediately self-isolate where they are to minimise any risk of transmission, and request a test. If they are confirmed to have Covid-19, they should return home if they reasonably can. They should use private transport but only drive themselves if they can do so safely. If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate health care professional and, if necessary, the local authority. Guests should follow government guidance on dealing with possible or confirmed coronavirus (COVID-19) infection. Once the guest has returned to their main residence, they should continue to follow the government guidance on self-isolation, household isolation and social distancing.”

  • Refunds
    If there is a Government enforced lockdown (either the whole country, Cornwall or where you live) then we are offering all guests a refund of the balance payment. In terms of the non-refundable deposit, because of the unusual circumstances we are allowing guests to use that towards an alternative stay at Trewollas to be taken within 12 months. If you can’t visit for any reason, if we are able to sell / rebook your week we will give you a full refund as per our normal terms and conditions. 
    We are a small business and are trying to be fair to everyone and ourselves, we hope you understand and of course if this doesn’t work for you we will understand.

 

Whilst we are doing everything we can to keep Trewollas a safe environment  by following this new protocol we cannot guarantee it. Therefore we ask all guests to agree that they will be staying at Trewollas at their own risk.