Frequently Asked Questions

The answers to your questions

Arriving & Departing
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?
You can occupy your holiday home from 3pm on the start date of your holiday. If you are collecting keys from our offices, you will be given directions to your property on arrival. If, however, you will not be able to arrive at our office before 5pm, please contact us so that we can make alternative arrangements.
Where can I pick up the keys to my property?
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.
How do I pay for my holiday?
Payment can be made by debit or credit card. Cheques should be made payable to Beach House Collection Limited. Payment can also be made via bank transfer, please contact our sales team on 01736 448 500.
Making a last minute booking?
When booking a holiday within eight weeks, full payment must be made and cheques will not be accepted if your holiday is due to commence within four weeks.
How do I book a property for next year?
Should you wish to re-book for the following year, please advise us as soon as possible. You can place an advance reservation via our website by clicking ‘availability and pricing’ on any property page, and then ‘Advance Reservations’ at the bottom of the page. As soon as we know that the property is going to be with us for the next year then the calendars will be available to make a booking as usual.
How do I book my holiday/property?
Availability is updated continually on our website, so once you have selected the property and dates of your choice it is quick and easy to book online. Whilst we try to put as much information on the website as we can, there are times when speaking to someone ‘in the know’ can be essential. We take pride in offering a full and personal booking service where you can discuss any specific requirements with one of our local Holiday Coordinators, so give email 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. A deposit or full payment must be made to secure a booking and you must agree to our Booking Conditions before payment can be made. Full payment must be made if you book within eight weeks of your holiday start date. Payment can be made by all major credit cards, by cheque or by bank transfer. It may be possible to book a property provisionally without making payment but full payment will always be required if a holiday is due to start within two weeks. If no payment is received within 3 days of a provisional booking being made or two weeks of the holiday’s start date, we reserve the right to offer the holiday to another customer. We will send confirmation of your booking once payment has been made. This will detail the property, the price of the holiday and its dates. Please check this carefully and, if applicable, make a note of your balance and date due as no reminder will be sent before this time. If your balance payment is not received by the due date, we reserve the right to offer the holiday to another customer. Upon receipt of your final payment an acknowledgment will be sent along with your arrival details.
What if I want to extend my stay?
If you wish to extend your holiday, please contact us on
What if I’m not completely satisfied with my property?
We hope your chosen property meets with your approval. However, there are times when something can go wrong. If you have any problems, we ask you to inform us as soon as possible during your stay. 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?
Smoking is no longer permitted in any of our properties.
Can I bring my pet?
Yes, please do! However, please be aware that some of our Owners choose not to accept pets in their properties; these can be removed from your shortlist by ticking the ‘Pets’ box when you perform an availability search. 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 may not be pet-friendly, there is no guarantee that an owner’s pet has not been in the property. There is a pet charge which is added during the booking process (£25 per dog, per week). For information on dog restrictions on beaches please visit the Cornwall Council website.
Where can I park?
Parking in our small Cornish towns and villages is in constant demand! Where parking is available, it will be detailed in the description and mentioned under the ‘At a glance’ section. Coastal towns in particular, due to size and availability of space, have 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! Most towns have at least one council-run car park, which charge a weekly tariff. Please visit the Cornwall Council website for more details.
What if I need additional equipment such as a wheelchair, cot, highchair or stair gates?
These are not generally included in the property. Please check the details of the property with one of our Holiday Coordinators to see if the property can accommodate them. If they can be accommodated you can hire these from one of our trusted partners. Please note, where a cot is mentioned in the property details, it should be assumed that it is a travel cot. If you require a standard cot, please ask for confirmation.
What is included with my property?
Our properties have the following included as standard: iron and ironing board, microwave, and a television in the sitting room, unless otherwise stated. Duvets, pillows, bed linen and towels are also provided. The property will also include tea towels, dish cloths and enough toilet roll, dishwasher tablets and washing machine detergent to get you started. Please note: Beach and doggy towels are not provided. All bedrooms are furnished with adequate clothes storage, such as a wardrobe, chest of drawers or alternative storage such as a hanging rail. All properties provide a welcome tray including tea, coffee, milk and sugar. Some of our owners choose to provide little extras for your enjoyment too, but these can vary from property to property and are not guaranteed. 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. If parking is not mentioned, please assume there is no car parking space.