Customer FAQ

 

When and where can we collect our key?

(Mon-Sat. 9.30-5.00pm). From the Around Kernow Office 5 Boscawen Road, Perranporth, Cornwall, TR6 0EW
If you are arriving out of office hours you will need to contact us on 01872 571575 to arrange for alternative collection of the key.
Some owners will meet and greet you, some of our properties have key safes to enable collection directly at the property. Please refer back to your balance paid confirmation which will detail if this is the case for the property you have booked.

Where do we return the key?

This will depend on the property. Please refer to your balance paid confirmation which you will receive on your arrival for this information, it will depend on the property but most keys are to be returned to our Perranporth office.

Is it easy to locate the property?

Once you have paid the balance in full directions will be provided.

What time can we check-in to the property?

For most properties, arrival is 4pm, although this will be confirmed in your confirmation letter. Although if it is possible that you can gain access to the property early we will contact you on the day to let you know.

What time will we need to leave the property?

Departure by 10am.

Are there any extra costs for electric/gas?

To find out you can either contact us on 01872 571575 or view the property details on our web-site www.akholidays.co.uk. It really will depend on the property and the owner’s policy.

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

Take the key to either Perranporth Co-Op or the Post Office where topping up services are available. All meters have £5.00 emergency credit if you get caught short, all you need to do is remove the key from the meter and put it back in, this will activate the emergency credit.

Can we bring pets?

We only allow dogs in certain properties. In our brochure it will state next to the property description if a dog is allowed. We also have a list of pet friendly properties on our website. Charges are £20 per week per dog.

Do we need to bring bed linen?

All of our properties are provided with bed linen.

Do we need to bring towels?

This will depend on the property. To find out you can either view the property details on our web-site at www.akholidays.co.uk or contact us on 01872 571575.

Can we smoke in the property?

All of our properties are now non-smoking.

Are cots and high chairs provided?

Yes. There is a weekly charge of £8 per item. These items will be in the property on your arrival. Booking in advance is advisable.

Why is there a security/cleaning deposit?

It covers the cost to any damaged property, losses or additional cleaning and encourages guests to look after the property.

When will this be returned to me?

A security deposit will be pre authorised to the debit/credit card which was used to pay for your holiday. This amount is not charged to your card unless the property is left in a manner where additional cleaning/losses or damage need to be charged. If you paid for your holiday by cheque, we would ask that a separate cheque for the security deposit is sent to us. This cheque will be destroyed once the property has been checked after your departure.

Why is there a £15 booking fee?

It covers all our administration costs when processing your booking

If I have to cancel my holiday, what are the cancellation fees?

The full amount of the holiday will still be due. However, if we re-let the property then you will be entitled to a refund, less any expenses incurred or discounts applied in order to re let the property. There is also a £20 cancellation fee. (Please refer to section 5 of our Terms & Conditions for full details).