Customer Update

24th March 2020 – Update

Phone calls – We appreciate your patience at the moment. We are trying to deal with the huge influx of emails and massive amounts ongoing calls. Please email rather than call so we can deal with them in order. Please rest assured that will be in contact with all enquiries. We thank you for your patience.

23rd March 2020 – Update

April Bookings: Following Government guidelines, with a directive to stop all travel to holiday destinations, we have had to postpone all April bookings and we are contacting these guests individually

May / June Bookings:  Guests with May / June bookings may reschedule their stay for later in the season or simply leave the booking as a credit which can be used before the end of 2021

Balances Payments: Balances due on bookings for this season will now be delayed until two weeks before arrival rather than the current 6 weeks to allow everyone maximum time to respond to developments

Please email your query rather than call as we can deal with these in order. We are a small family business trying our best to answer all your questions as quickly as possible. We will get back to you as soon as we can. Thank you for your patience and understanding at this difficult time

Most importantly, we hope all stay safe and well and look forward to welcoming you at a later date.

Update 21/03/2020 – As the situation continues to develop daily around Covid-19 we have decided that Toms Holidays will now be closed to all guests until May, with bookings commencing thereafter.

PLEASE NOTE: If you have a booking during this period, please watch your inbox for an email updating you on the status of your booking and how to proceed. 

We are deeply sorry to all of our guests, but we are sure that you understand that this is the only responsible thing to do at this point.

As mentioned above, we aim to re-open from May, but we will of course keep monitoring the situation and updates will be provided as and when the situation changes.

We appreciate the concerns you must have if you have a holiday booked with us during this period, but would ask you to bear with us as we will be contacting you shortly.

Covid-19 (Coronavirus) – We have been following developments very closely and have put into place everything we can to ensure smooth running throughout this period. We believe the properties we offer, in terms of detached accommodation and no on-site facilities at Riviere Towans and the individual self-catering properties with grass areas between at Tolroy Manor are very well setup for this scenario. There are, however, a few things we can and are planning to do to ensure we are following best practice and government guidelines as the situation develops. The management company at Riviere Towans who run the actual site, have confirmed that, as all properties are individually owned, they can not and will not be closing the site.

Key handling – In an attempt to reduce the amount of physical contact we are placing key safes on each property. This will allow guests to arrive in Cornwall and go straight to their property without having to go to a reception area to collect keys. We will be able to provide you, the guest, with detailed maps of the park and directions to the property along with the individual access code for the property, via email. You will then receive a text or email letting you know when your property is ready. We are asking guests not to arrive before 3:00pm to enable our cleaners maximum time. All government guidelines will be followed throughout the process.

Reception – As a company our full reservation system, database and phone system are all cloud based. This gives us great flexibility to follow government guidelines without impacting your holiday. The actual reception may be closed but we are continuing to work at various locations as well as on site. Our normal “out of hours” contact number will be available should you need assistance and we will have staff available to help.

If you need to cancel – At present, any of our guests who have taken out the Booking Protect cover will be covered if they become ill or are advised not to travel by a doctor. Please see the text from Booking Protect. If you have not taken this cover and have not yet paid your balance, it is still possible to add this to your booking, otherwise our standard terms and conditions apply.

Booking Protect – Coronavirus guidance

The Coronavirus situation is currently developing on a daily basis.  Here is our guidance for how refunds will be handled by Booking Protect: Our terms and conditions currently covers illness so a customer will be refunded if they or any of their immediate family contracts coronavirus and this is supported by a doctor’s note stating they shouldn’t attend the event.

If a customer is in a high risk group and they receive advice from a doctor supported by a doctor’s note not to travel to a certain area then their refund will be paid.

Our customer terms and conditions exclude Government or Government agency travel bans “ you are prevented from travelling to a booked event due to an outbreak of a contagious disease and the Government or any agency acting on behalf of the Government has imposed a ban on travel ” therefore if a customer cannot attend for this reason then a refund will not be issued. We will not issue refunds where a customer does not attend an event because they are concerned about catching coronavirus or where the event is cancelled.

It goes without saying that the health and safety of guests is the absolute priority, so we will keep this under constant review and should public health advice change, we will of course adapt our plans accordingly and keep you informed.

Particularly in this situation, we feel if people are looking for a holiday anywhere, with the space and vast beach on the doorstep at Riviere Towans, it would be difficult to find a better place. Thinking back to Toms’ 1960s advert…..‘In-Hayle Pure Clean Air’