Frequently Asked Questions

Booking
How do I check availability?

Check online with our integrated booking webpage.

How do I book?

Either book online or call us on 01637 873338.

What are the accepted forms of payment?

Visa (inc. Electron), MasterCard, Maestro, or Solo.

Can I make a provisional booking whilst I collect all the money in?

Rooms can be held without any obligation for 48 hours. Rooms are released automatically after this time should no payment be received.

What deposit do I need to put down?

We ask for a non-refundable deposit of 25% of the booking value to secure your room(s). When booking for arrival within 4 weeks, the full amount will be requested at the time of booking. Please note that all bookings through 3rd party websites (e.g. Booking.com) are booked at the same rate as booking direct but are paid for in full at the time of booking.

When do I pay the balance?

The balance is payable 4 weeks prior to arrival. 5 weeks prior to arrival, a reminder email will be sent to you. The applicable amount will be requested from the registered card (unless agreed otherwise).

How is booking confirmed?

Details of your booking will be emailed within 24 hours of booking on a booking voucher. It is imperative that the booking voucher is read within 24 hours to confirm all details are correct.

Group Bookings
Do you accept stag group bookings?

We accept stag groups at weekends with prior agreement of management and your acceptance of our stag group House Rules.

Do you accept groups of under 18 year olds?

We are unable to accommodate any under 18 year old group bookings. We do accept bookings from families and school groups where a parent/teacher assumes responsibility for the child/children.

Do you accept sports clubs?

We do, subject to prior agreement of management. Please contact us with details of your proposed booking.

Do you accept individual payments for a group booking?

Only one credit/debit card transaction can be accepted per booking.

What other conditions should I be aware of before a group booking?

The security bond will be requested 48 hours prior to arrival. Also, we ask for all the group member names at least 7 days prior to arrival by submitting a completed rooming list.

Security Bond
How is the security bond taken?

Via a pre-authorisation of a credit/debit card. Whilst Visa Credit and MasterCard are the preferred form of pre-auth, we can accept Visa Debit. We cannot accept cash.

What is a pre-authorisation?

A pre-auth is a transaction which holds funds without debiting the account. The pre-auth is released by us on departure, although it will take your card issuer up to 5 working days to make the funds available for you to use again. This is why we recommend the use of a credit card in preference to a debit card.

Why is it taken?

Firstly, it was set up as a measure to help us retrieve all our room keys. With our acceptance of groups, we have developed the policy to deter excess noise levels and anti-social behaviour. It also helps the Hotel to ensure all damage/smoking is covered by those responsible.

How much?

The standard security bond amount is £30 per room, although £30 per person will be requested for all single-sex multi-occupancy and group bookings. So, for a single visitor or couple, the requested amount will be £30. For a group of 3 males sharing one room, the requested amount will be £90. For a group of 10 people in different rooms, the requested amount will be £300.

When taken?

All security bonds are requested 48 hours prior to your arrival.  To help ensure a speedy check-in for couples and single room bookings (where the security bond amount is £30 only), we can process the security bond automatically prior to your arrival.    For all group bookings, we ask that you contact us 48 hours prior to your arrival to settle the bond over the telephone.  The security bond is taken on one single card.

Why only one card for groups?

To form a collective group bond to help ensure every individual within the group behaves in an acceptable manner.

What about accidental breakages?

The security bond is designed to ensure the return of room keys and to help deter poor behaviour/damage. If any items are broken, you can pay for them separately. It is only in exceptional circumstances when there is clear wilful damage to hotel property or anti-social behaviour occurs within the hotel that the full amount held on the pre-auth will be at risk.

Changing my booking
How do I cancel my booking?

Please send an email to confirm your cancellation. Please note that all deposits paid are strictly non-returnable. All monies are lost in the event of a cancellation once the balance has been paid.

Can I cancel some places in my group booking?

Subject to availability, we can change a group booking and reallocate rooms. This will incur a £20 per person cancellation fee (for every person dropping out). Please advise via email. When we are fully booked in a particular room type, we may not be able to reallocate rooms and the rooms as booked will stand i.e. you will still have to pay in full for the person dropping out.

Can I replace a person who has dropped out?

Replacing a group member is free of charge. We must be advised via email in advance.

Can I change the dates of my booking?

Yes, subject to availability and a £20 administration fee. Please advise via email.

Arrivals and departures
What times are your check-in and check-out?

Check-in is from 3pm to 8pm. When possible, we offer an early check-in from 12 midday at £10 per room. Check-out time is from 8am to 10am. When possible, we offer a late check-out until 12 midday at £20 per room. Charges will apply to unauthorised late departures.

Do you offer a late check-in?

All late arrivals must be arranged in advance. We cannot guarantee check-in after 8pm (excluding weekends).

Can a group member check in without the Lead Guest?

OK providing a) we receive prior notification from the Lead Guest via email b) a rooming list has been received, and c) the security has been completed in advance.

Hotel facilities
Is breakfast included in the price?

All room rates are advertised on a room only basis. We offer breakfast as an optional extra through No.5 Brewhouse.

Are towels provided?

In accordance with our pay for what you need concept we do not supply towels in our guest rooms. Towels are available to hire at £1.

How about TVs?

All guest rooms offer an LCD colour TV with Freeview and remote control.

Do you offer parking?

We do have our own dedicated car park, however, spaces are limited. We offer a small number of spaces, available to be pre-booked at a rate of £5 per space per night (from 3pm-10am (in accordance with our accommodation bookings)). Alternative parking is available nearby both on road (with no restrictions) and in public car parks.

Can you accommodate a mini-bus?

Minibuses are strictly by arrangement only. It may also be possible to park a mini-bus in a nearby residential street, however, all coaches will have to be parked in a nearby coach park. Details (inc. costs) of local car parks and coach parks can be found by clicking here.

Do you have luggage storage facilities at the hotel?

Yes, provided free of charge. All items left are at the owner’s risk.

How about surfboard storage?

We have a dedicated board storage and drying room.

Do you have a lift?

No. We DO NOT offer a passenger lift. All rooms are accessible by stairs only.

What are the hotel opening hours?

The hotel is open 24 hours – you are welcome to come and go as you please. A door code will be issued on arrival.

Are the hotel facilities open all year round?

Not all are facilities are. Our facilities are open in accordance with how busy we are. Facilities are limited during outside our high season.

How do we get our lost property returned to us?

myHermes (procedure for returning lost property)

The myHermes website can be found at www.myhermes.co.uk

Please log on as follows:

Email address: info@sunnyside.co.uk

Password: lostproperty

Please let us know when you have scheduled the courier and we will make sure we package up your items and look out for the label to arrive.

General
How close are you to the town centre?

We are located directly in the heart of Newquay town, overlooking the town’s most central beach, Towan beach. We are only a short walk to all the main shops, bars, restaurants, and nightclubs. You really can’t get any closer!

Do you offer transport to and from the airport?

We do not offer a transfer service ourselves, but you can book a taxi in advance with A2B. Click here to visit their online enquiry form.

Do you arrange activities?

Yes we do!  We specialise in activity-based trips to Newquay.  For more information, please take a look at our Activities page.

Are you family-friendly?

School-group friendly, yes. But we wouldn’t claim to be family-friendly. Whilst we do accommodate lots of families throughout the year, our core business is groups, with schools mid-week and hen/stag groups at weekends. Both group types can be very excitable and full of high spirits, but we understand that this may not be conducive to a relaxing family break. We do not advertise any family rooms at the hotel. Our budget rooms are aimed at groups of friends and are not always suitable for a family.

So, is it noisy?

Well, we suggest it’s not the best place for a tranquil peaceful weekend. As a groups-specialist hotel it can get very lively on Fridays and Saturdays. We do our very best to maintain guest noise to acceptable levels, however, we feel it’s only fair to make guests aware before booking of what to expect at a weekend. We don’t want any unhappy guests or unfair internet reviews, do we?

Whilst we do accommodate school groups in term time (out of season), mid-week in the summer is very different with the hotel accommodating a gentler mix of couples and small groups of friends. At this time we make a great option for couples looking for an affordable beach break or activity-based trip.