Customers' Frequently Asked Questions

Where do we collect the key to our property from?

During office hours (Mon-Sat. 9.00-5.00pm): From the Duchy Holidays Office at Westcott House, St Pirans Road, Perranporth, Cornwall, TR6 0BH

Out of office hours: From 14 St.Georges Hill, Perranporth, TR6 0DZ. (You will need to contact us on 01872 572971 or 07828 407701 if you will be requiring out of hours key collection)

Some of our properties have key safes to enable collection directly at the property or the owners will meet and greet you. Please refer back to your confirmation once you have paid your full balance.

Where do we return the key?

This will depend on the property. Please refer to your confirmation or the key letter which you will receive on your arrival for this information, most of our keys are to be returned to our office in Perranporth. If the office is closed when you want to return your key please just pop it through the letterbox.

Do we need to bring bed linen?

This will depend on the property.  To find out you can either contact us on 01872 572971 or view the property details on our website. However most of our properties do provide bed linen.

Do we need to bring towels?

This will depend on the property.  To find out you can either contact us on 01872 572971 or view the property details on our website. However most of our properties do not provide towels or t-towels, so you will need to bring your own, or hire them from us. Towel bales (2 bath towels) cost £5.

How will we find the property?

Directions will be provided to you once you have paid the full balance of your holiday and also in another letter on your arrival when collecting your key.

What time can we gain access to the property?

Arrival is from 4pm in most of the properties, please refer to your full balance confirmation.

What time will we need to leave the property?

We ask guests to vacate their properties by 10am on departure day so that we have time to clean before the next guests arrive.

Why is a security/cleaning deposit required?

To encourage guests to look after the property and if necessary to cover additional cleaning, losses and damage.

When will my security deposit be returned to me?

Within 14 days of your departure. If you paid your deposit by card your refund will be returned to the same card, however if you paid by cheque then a refund will be returned by cheque and posted to you. If you are using a non-UK bank account and require the deposit to be returned via bank transfer a £15 charge will be deducted from the return of your security deposit to cover the cost of the international bank transfer.

Why am I charged a £10 booking fee?

To cover the administration costs involved in the processing of your booking.

If I need to cancel my holiday, what are the cancellation charges?

The full amount of the holiday will still be due. However, If the property can be re-let for this same period, we will refund 75% of the monies received.

Do I have to pay any extra for the electric?

This will depend on the property.  To find out you can either contact us on 01872 572971 or view the property details on our website.

The property that I have booked has a key meter for electric - where can I buy electricity?

You will need to take the key out of the meter to either the Post Office or Perranporth Co-Op and ask to top up with the amount that you require. There is a £5 emergency fund on the key if you realise that through the night you have no electricity - to activate it please take the key out and then replace it to ensure you are not without electricity and then top up as necessary the following day.

Can we bring pets?

Dogs are welcome in many of our properties with prior arrangement, no other animals are allowed. Pet friendly properties are labelled with a paw print in our brochure and are clearly identified on our website as pet friendly.  To find out you can either contact us on 01872 572971 or view the property details on our website. Charges are £25 per week per dog.

Can we smoke in the property?

All of our properties are now non-smoking.

Do you provide high chairs and cots?

Yes. There is a weekly charge of £15 per item, which includes delivery and collection to the property. Booking in advance is advisable.

Is there wi-fi in the property?

This will depend on the property.  To find out you can either contact us on 01872 572971 or view the property details on our website.