How can we help?

Making a Booking

Where can I view the booking conditions?

When you make a booking, you enter a legal contract with ourselves and with the owner of the holiday property. Please see our Booking Conditions for further details.

What is the cancellation policy?

We understand that from time to time your circumstances may change. An insurance policy may be offered to you at the time of booking which could provide you with peace of mind if you need to cancel your holiday.

Without the insurance the following conditions will apply;

If you choose to cancel your holiday with more than 6 weeks before it’s due to start, you will lose your full deposit. If you have paid a “Low Deposit” you will need to pay the balance of the deposit.

If you cancel your booking 6 weeks or less before it’s due to start, you will lose your full deposit and balance.

For more information, please refer to the Booking Conditions.

If your booking can't take place due to a COVID-19 lockdown in the UK or Ireland, you can request a change of date or choose to receive a full rental charges refund (Ts & Cs apply.) Please see our Book with Confidence page for more details.

If you wish to cancel your booking, please log in to your account and select the 'Cancel booking' option for that booking. Any outstanding fees will be displayed to you prior to cancellation. If you can travel on an alternative date, you may be able to request a change to your booking dates - we will let you know if the Owner agrees to accept your request. If the Owner accepts your request, you will need to pay an administration charge of £30 to Carbis Bay Holidays plus any additional costs if the total price for the amended booking is higher.

What is your Covid-19 policy?

Please see our COVID-19 policies for the latest information that we've published on Covid-19 travel restrictions.

If your booking cannot take place due to (i) a COVID-19 national lockdown in the UK or Ireland, (ii) a COVID-19 local lockdown in the UK or Ireland, either where the property you've booked is based or where you (as the lead booker) live, or (iii) the number of people and/or households (as referred to on the customer information form that you completed ahead of your booking) attending it being in excess of those that are legally allowed to attend holiday lets in the area where the property is based, you can request a change of date (without the Carbis Bay Holidays' admin fee) at an Owner's discretion or receive full rental charges refund from the Owner, for any booking that departs before 01/01/2023 (T&Cs apply) (Book with Confidence). Please see our Book with Confidence page for more details.

Do you have a social and environmental policy?

At Carbis Bay Holidays, we aim to contribute to a greener, cleaner, and fairer future for all. Our purpose is to create lasting holiday memories with a positive social and environmental impact. We encourage all our property owners to make a difference by trying to use eco-friendly building materials, renewable energy sources and buy from local, independent businesses. Visit our Impact Mission page for more information.

Where can I find out more information about the Sykes family and brand?

The Sykes' group and its brands (together the Sykes Family) is amongst the UK's top independent holiday cottage rental providers with over 30 years' experience in the industry. To view our story, values, awards, and impact statement, please visit the About Us page.

How do I search for a property?

It's so easy to search for one of our amazing properties.

You simply need to go through our homepage and enter your destination, number of guests, arrival date and number of nights required and then just click “Search”. It's as simple as that.

If you want to narrow down your search, simply use the filter options. You can also view the map and read the descriptions of each property. To make it easier, you can store your Search Preferences, allowing you to automatically apply your saved filters and features to your search.

And if you see a property you love and want to come back to it later, then it's easy to to save it to your Favourites - just click the heart icon.

How to I make a booking for friends or family?

We suggest that all reservations for personal travel are made by the person who is going to stay at the holiday property. It's this person that is responsible for themselves and their guests and all payments, even if that person doesn't end up staying at the property. Please see the Booking Conditions for more information.

What are the age requirements to make a booking?

We love it when families come and enjoy time together at a property, but if you want to book one then you will need to be at least 18 years of age.

Please see the Booking Conditions for more information.

What details do I need to provide to make a booking?

To complete a booking, you will need to provide your full name, email address, phone number, home address and payment details. We will also ask you to provide certain information about the guests who are travelling with you to help us manage your booking as efficiently as possible for example, if it's affected by Covid-19 related travel restrictions.

What does the Carbis Bay Holidays tick rating mean?

Our expert Property Consultants handpick, approve, and assign tick ratings to the property during the initial onboarding stage, before they are added to our property portfolio. While tick ratings vary, they are all based on the same, fundamental standard. While tick ratings vary, they are all based on the same, fundamental standard. The Carbis Bay Holidays rating is indicated at the top of each cottage description and in the search results.

  • 1 tick - Simple, practical, no frills.
  • 2 ticks - Well presented and well run.
  • 3 ticks- Good level of quality and comfort.
  • 4 ticks - Excellent standard throughout.
  • 5 ticks - Exceptional standard with a degree of luxury.

How do you collect property reviews and customer star ratings?

Once you have completed your holiday, we will provide you with a link to a form where you can review your experience and the property you stayed in. All comments, from praise to constructive feedback, are shared with the Owner and our customer relations team talks to our holidaymakers on a regular basis about their on-holiday experience and how it could be improved. These reviews are also shared on the property pages, if the relevant holidaymaker consents and if the review satisfies the Customer Review Policy, to help future customers find out more about the property they may plan to book.

Once a property has received three or more published reviews, they are converted to a score out of five. This is shown as a star rating on the property page.

Please see our Customer Reviews Policy for further information.

Do you have an app?

The mobile app is an easy way to explore and browse properties, book your holiday, and manage your trip details wherever you are, even when you are offline.

You can pay your remaining deposit instalments and balance and access the details of your upcoming trip all in one place, find your key collection details, access our live chat service for on demand questions about your booking, contact us during your holiday for assistance and even view the local weather forecast.

Download the mobile app and simply log in with the email address used for your Carbis Bay Holidays booking.

Is there a loyalty scheme?

Sykes Bloom is our app-exclusive rewards scheme that helps you get more out of your stays. It's free to join and gives you access to exclusive discounts, first notification of sales and promotions, and plenty of other perks just by being a member. Find out more information and how to join here.

How do I use my loyalty scheme voucher?

If you have joined Sykes Bloom, your discount will be automatically applied at checkout in the app. Sykes Bloom vouchers can't be used on the website, so make sure you book through the app to use your discount.

Can I take my dog with me?

We believe no family member should be left out of a holiday, especially not our furry friends. Please check the summary section of the property description and please feel free to use our search box and select 'pets' in the drop down.

Registered assistance dogs are welcome in all properties (unless there are rare extenuating circumstances for an Owner unfortunately having to say no to registered assistance dogs). We only ask that you communicate with us in advance, so we can inform the property owner.

Please note that pets are required to be well behaved and should be kept off all furniture. They cannot be left in your holiday home unattended at any time. If a property offers an enclosed garden, we cannot guarantee that your pet will not find a way to escape if they are determined to go off exploring on their own. Please give the house and garden a quick check when you arrive at the property as you'll be aware, chocolate in welcome packs (if any), plants such as daffodils, rhododendrons etc. can be dangerous to dogs if eaten, please watch your pets accordingly.

Do you offer travel insurance?

You may be offered the option to purchase travel insurance or accidental damage insurance with an insurance provider when you make a booking. Please read the product information and policy documents provided before purchasing insurance.

How can I apply a voucher to my booking?

If you have a promotional voucher, please enter the gift voucher or voucher code before you complete your booking. If your gift voucher or voucher code is worth more than the booking, the unused amount will be credited to your account.

Join Sykes Bloom, our app-exclusive rewards scheme, and get access to exclusive discounts, first notification of sales and promotions, and plenty of other perks just by being a member. Find out more information and how to join here.

How to apply ex-gratia credit to my booking?

If you received ex-gratia credit for a cancelled booking due to Covid-19 regulations, this credit can be used as payment towards a booking with any of the Sykes family of brands. Please log in to your account to check what credit you have available and please contact us to apply the credit to your booking.

How can I buy a gift voucher?

If you wish to purchase a gift voucher, please contact us. Please note that gift vouchers are valid for 2 years and the redemption process is provided via email once the voucher has been purchased.

Do you have properties suitable for large groups?

If you want to celebrate a significant occasion in style, or simply get together and catch up with your loved ones, we can provide access to collections featuring large holiday homes. These properties sleep at least eight people. Simply put the number of people in your group in the search field.

Alternatively, contact us directly and our friendly Reservations team will be able to assist you.

Can I book a property to host a hen or stag party weekend?

There is a good selection of detached, secluded properties that allow you to get the best out of the occasion, with a variety of features to keep everyone entertained, including swimming pools, hot tubs, and games rooms.

Please note that some properties do not accept these types of groups so check the summary section of the property before you place a booking.

Can I hold an event at the property?

For any planned event (such as a party, celebration, or meeting) at a property, it is important that you seek consent, before you book, from the Owner to avoid any problems or potentially a cancellation of your booking.

Please log in to your account if you need to contact us regarding any planned event.

Can I over occupy the property?

The maximum capacity of a property is clearly stated in the property description. You must not allow more people than stated to stay overnight at the property. For more information, please refer to the Booking Conditions.

Why do you need my group information?

We will ask for you to provide group information (household, name, and age of all guests within your party). This helps us manage your booking as efficiently as possible during for example, times when Covid-19 travel restrictions applied.

To provide your group information, please log in to your account and complete your details.