Frequently asked questions
We’re always happy to answer your individual questions – and to be honest, we love a chat with our guests! However, if you need a quick answer, here are our replies to the questions we get asked most frequently.
Booking your holiday
Can you tell me how the Coronavirus epidemic may impact my holiday at Polmanter?
We’ve created a set of frequently asked questions specifically about Coronavirus and the 2020 season at Polmanter that we hope you will find useful – www.polmanter.com/coronavirus-faqs
Can I choose a specific pitch?
Yes, you can. Have a look at our website and contact us to reserve it – although of course, it depends on that pitch’s availability. We’ll always try to make sure you get your perfect pitch, or one very like it – please help us out by booking well in advance. If you’ve stayed with us before and want the same pitch, don’t worry if you can’t remember which exact one it was. Simply contact us and we can help, as we have booking records going back several years. If you have a particular request, such as a specific pitch, but without electricity, water or drainage; or you’d like different types of pitches close to each other (you may prefer unserviced grass, while your companions want a hardstanding pitch, for example), again please get in touch, and we’ll try to find you pitches as close to each other as possible.
Can I bring my dog?
Yes, your dog is welcome! There’s an additional charge, and we can only accept up to two dogs per pitch. Please keep your dog(s) on the lead in the campsite – however there’s a lovely big field especially for them to exercise in.
Do you have any static caravans or self catering accommodation?
We do not have any static caravans, however we do have two luxury apartments which sleep up to 4 people (plus a cot if needed).
What are your opening times?
Our security barriers are open from 06:30 until midnight. Outside of these hours, you can park in the visitors’ car park and walk to your pitch. You are welcome to check in at Reception from 9am on the day of arrival, and we aim to get all pitches prepared for you to pitch up by 12.30pm at the latest. To help us with this, we ask that you vacate your pitch by 11am on the day of your departure. If you decide to travel overnight to beat the traffic, and arrive in the early hours of the morning, there’s a special late night area (the first field to the left as you arrive). THIS AREA IS AVAILABLE AFTER 12AM ON THE DAY OF YOUR ARRIVAL. If you do arrive before 12am you will be charged for an additional night. Simply pull in there.
Are there any restrictions on what we can bring?
As from 2016, gazebos, events shelters or day tents aren’t allowed on pitches. For an extra charge, you may pitch a child’s tent alongside the main unit. Barbecues are permitted provided they don’t scorch the grass (we can provide bricks) and please, no campfires or generators.
Are there any other onsite rules we need to be aware of?
Polmanter is a lovely friendly site, and we ask all our guests to be polite and considerate towards staff and fellow visitors. Please supervise your children, and keep dogs on leads in the main campsite. We encourage cycling, but please ride around the site with care; and ensure helmets are worn, and lights are used at night. We don’t allow scooters, motorised scooters, skateboards, roller skates or Heelys anywhere on site (you’ll understand why when you see the gradients and narrow lanes around here!). Please always be conscious of other guests, and restrict ball games to the sports field. The Highway Code still applies inside the campsite, and the speed limit is 5mph. Please don’t bring commercial vehicles onto the site. If you need to carry out a repair, please don’t do so on your pitch as it can disturb other guests. Please let us know at Reception if you have a mechanical problem, and we’ll help you out. Please be aware of age restrictions on the site – have a look at our onsite signage. You’re responsible for making sure there’s no underage drinking in your group, and we ask teenagers not to roam the park in groups after 10pm.
Do you accept groups?
If you wish to make a group booking, please phone us to discuss your particular group and requirements. Because we’re a family site, we don’t take large single-sex group bookings, as these can be a bit noisy and disruptive late at night. The maximum size for any group is seven people.
Do you have any noise curfews?
We ask that all guests keep undue noise or disturbance to fellow guests to a minimum, particularly after 11pm. Our day staff and the night warden team help to monitor this, to reduce the risk of disturbing your sleep after a busy day in the fresh Cornish air!
Can I pay for my holiday online or pay in instalments?
Its quick and easy to make payments online, through our payment portal here.
Your full balance is required 6 weeks in advance of your arrival, but you can make full or part payments at any time before this.
What happens if we need to cancel our booking?
We appreciate that things can change and sometimes people need to postpone or cancel their holidays. Please let us know in writing as soon as you can (including by email). If you give more than 43 days notice, the cancellation charge is the value of the deposit only. If you give less than 42 days notice, the cancellation charge is the full cost of the holiday. If you have to leave early, we don’t give part-refunds (unless it’s because of a breach of obligation on our part). We recommend that you take out your own holiday insurance to cover any costs should you need to cancel. If for any reason we need to cancel your holiday, you’ll receive a full refund.
We have friends visiting us for the day. Can they park at Polmanter?
Your friends are very welcome! Please ask your visitors to report to Reception when they arrive, and they’ll be directed to our visitors’ car park. They can park for free for up to four hours, and after this, there’s a charge of £4.50 (all parking at vehicle owner’s risk). Day visitors can’t use the park’s leisure facilities (such as the pool, playgrounds and tennis courts) as our insurance doesn’t cover this. They’re welcome to chill out on your pitch, or join you for a meal or drink in the bar.
Can we simply turn up at Polmanter, or do we need to book?
We really recommend booking in advance, and the peak summer months can be booked up to six months ahead. At quieter times of year, it’s still worth ringing ahead to see what’s available. Even in the busier months, it’s always worth a last-minute check, as we may have a few pitches left or have had a cancellation… Booking a pitch at Polmanter is really simple – have a look at our interactive map to see the pitches and their views?, and phone us, email, or complete the online booking form. Our office is open 9am-6pm during April – October, with additional hours in the summer months, and 9am-5pm during the winter.
What’s our holiday contract with Polmanter?
Once you’ve booked, and we’ve issued the conformation form, we’ve entered into a contract together. Your contract is with Polmanter Touring Park, Halsetown, St Ives, Cornwall TR26 3LX. The person in your group who made the booking is responsible for your side of the contract, and so must be over 18. After you’ve booked and paid a non-refundable deposit of £45 per week (or part week) we won’t change the price of your holiday unless the rate of VAT changes (all our prices include VAT). The balance of the price of your holiday must be paid at least 42 days (6 weeks) before the start date. If the balance isn’t paid in time, then we are entitled to cancel the holiday and retain your deposit. Holidays can’t be transferred to another person or another year. Please check your confirmation details as soon as you get them, and please let us know within seven days if anything needs amending (or let us know within 24 hours if you’re due to join us within two weeks). By entering into this contract, guests are agreeing to not commit any criminal offence, commit any acts of vandalism or nuisance, and not carry out any trade or business at Polmanter. We can ask guests to leave the park if they contravene our terms and conditions or upset any other guests (with no refund or reimbursement of any extra costs). The information you give us on the booking form will be stored electronically by us for administrative purposes, and we won’t pass it on to any third parties. The terms of the contract don’t affect your statutory rights.
What do I do if I need to raise any concerns?
We’re here to help, and naturally if you have any concerns, we want to know so we can address them speedily. Please tell Reception or the night warden as soon as you can. If you want to raise a concern after you’ve left, please email or write to us within 28 days.