Had to cancel - large portion of our deposit not refunded
We were travelling as a group of 10 friends and booked
a property through Cornish Gems. Unfortunately, we had to cancel our stay in October 2020 due to the introduction of the rule of 6. They were very difficult to get hold of, ignored 2 emails that I sent, and then took it upon themselves to keep £100 of our deposit for "costs already incurred" - I am not clear on what costs could possibly have been incurred when this was cancelled over a month before the date we were due to arrive. Seems they are profiting off travellers' misfortune. When other travel companies are being so good at offering FULL refunds during the current situation Cornish Gems are really showing themselves up. Would not use again.
Reply from Cornish Gems
Thank you grace for leaving your review and our apologies for the later reply, we have since taken ownership of our Trustpilot account. Like many companies, the pandemic has been the most challenging of times. Please be assured that no emails were ignored but we were at that time receiving over 500 emails a day as we dealt with booking cancellations and moves. We apologise for any upset caused, as a business we have had to make some difficult decisions. all the best, the Gems team