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per nightJohn - Verified booking
We are appalled by the lack of response and the extreme difficulty of contacting Sykes during our stay.
We had three serious and one very serious problem with the apartment during our stay. 1) No hot water when we arrived. 2) No instruction or idea on how to deactivate the burglar alarm, inadvertently triggered whilst searching for means of turning on the hot water. 3) A very serious leak in the roof during a rain storm, where the water was pouring through the electric light fitting in the entrance hallway and above the second bedroom doorway. 4) Despite turning off the storage heaters, they remained on and very hot during our entire stay. This meant that we had to keep the windows open the entire week as a means of keeping the temperature to a tolerable level. This also led to us leaving the apartment a day early due to the discomfort. We travelled home on the 8th October, not the 9th. I attempted to contact Sykes for all of these issues above and on many occasions. The phone lines were either completely dead, or when it would connect, rang for at least 15-20 minutes each time before cutting off. On the first of two occasions when someone finally did answer, a message was taken and the owner himself phoned me back (from Bermuda!) 5 hours after the first incident. With the code he gave me, I was able to deactivate the burglar alarm. He told me he would send someone to sort the hot water for us, but no-one arrived. We therefore had to switch on the "full rate" switch next to the hot water tank, which seemed to eventually provide us with hot water. This would not turn off again! I could only finally get hold of someone for the leak incident on the afternoon of the following day. I called first thing in the morning, but was cut off. Following the online instructions, I had raised a chat incident immediately the leak occurred, but apart from an automated confirmation of receipt, I never received any response from this. The person I spoke to in the afternoon said he would speak to his manager, but again, I never heard anything else until the cleaner called me on the Wednesday. I was surprised at this, as I assumed the issues we were having were house maintenance, not cleaning problems. It remained though that none of the issues were resolved during our stay. There are electrical problems with the property, and there is a serious leak in the roof. This is the first time that we have experienced not only so many problems, but such difficulty in contacting anyone for help. The apartment itself is really lovely, but our holiday was spoilt by the time we spent trying to get things sorted that should not have been our problem, and the fact that we felt frustrated and ignored. I'm afraid we are very unimpressed, especially considering the severity and potential life-threatening nature of the leak. Had we been out and attempted to either activate the light switch for the light fitting through which the water was pouring through, or slipped in the dark in the water covering the floor, things would have been very serious indeed!
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Vickie - Verified booking
The apartment has wonderful views and is generously sized for St Ives.
Unfortunately there was a leak in the bedroom from the apartment above when we stayed and based on the smell of damp and stains on the carpet prior to the leak we saw I donât think this was the first time. When the leak happened someone from carbis bay holidays (CBH) did come out quickly with towels and 2 dehumidifiers and an extra bucket to collect the (yellow) water coming through the light fitting. We were told a plumber would be out that day and in the interim the people staying upstairs were asked not to use their bathroom directly above us. We then went out for the day which CBH said was fine because they have keys and would phone with an update. At about 5PM CBH phoned to say the plumber had not been able visit and would tomorrow. Upon our return later that evening we had to familiarise ourselves with the fuse box as we had no power⦠The apartment did have good instructions for this. The following morning a plumber did arrive and after a brief chat about the electricity going the previous day, he confirmed he had a key to let himself in etc if we went out and he would pass on to CBH about the electric and get them to provide an update to us. Off we went. When we returned that evening the door to our apartment was open⦠At this point I felt very annoyed. All of our possessions were in the living area, having felt compelled to move them to avoid the leak splashing on to them (the water was splashing all over the wardrobe) so somehow that made our stuff feel more vulnerable. Fortunately nothing was taken⦠There was no further update from CBH. We purchased some febreeze to try and reduce the smell. I actively tried to not let this dominate our holiday and fully understand leaks happen and are often unavoidable. However, on reflection of the week I would have expected at least 1 further update from CBH about how the leak had been resolved and what caused the water to be yellow, an apology it happened, and an attempt or offer by them to clean the area. If this had not happened I genuinely think the apartment is very nice and the only improvements I would have suggested are looking at the water pressure (which is very low) and replacing the carpet in the bedroom. It is overall a very nice, well equipped apartment.
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Karl - Verified booking
Overall, this is an amazing apartment with breathtaking views of Carbis Bay and the surrounding coastal towns.
We had only three minor points of feedback: 1. The shower water pressure was weak, and the pressure buttons did not seem to adjust the power. Although the shower was functional, it took longer than expected. 2. The WiFi signal was quite slow, running at about 10 Mbps at times. This occasionally caused lag when using the television and phone simultaneously due to low bandwidth. 3. There was some noise from the neighbors upstairs. While this isn't something you can control, it's worth noting that they were often loud, with frequent banging, even late at night, and constant stomping. However, these minor issues were insignificant compared to how pleased we were with everything else. The location is excellentâjust a 2-minute walk to the train station. The apartment was well-equipped with all the essentials, including a television with Netflix and Prime Video. It was clean, cozy, and felt very homely. We would highly recommend this apartment for couples or families looking for a coastal getaway. There are many great places to explore nearby (St. Ives being an obvious choice), and itâs wonderful to have such a beautiful and comfortable place to return to. The beach is just a 10-minute (steep) walk downhillâa fun journey that certainly helped burn off the amazing local food. The beach itself is beautiful, and we thoroughly enjoyed spending a whole day there during the week. We will definitely recommend this apartment to friends and family and hope to visit again in the future.
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Adam - Verified booking
We had a toxic gas leak from the fridge in the apartment at Dolphin Watch, that could have been deadly.
The Company were swift in replacing the fridge for us (although I had to help....assisting with the lifting down stairs of the old fridge and the lifting upstairs of the new one. We also had a faulty toilet, this was not rectified. When I tried to engage with Carbis Bay Holidays about our experience and the stress of the toxic gas leak, they ignored all my emails for over two weeks. When I got through on the phone to ask why my emails had not been answerd, they advised me that the owners of the property would offer no apology or compensation of any kind, as they could not be 100 percent sure that the fridge had been leaking toxic gas. After all the research I did online I can be certain it was a gas leak....I can also be certain that the cleaner must have smelled it too when cleaning before our arrival - but she did nothing to report it to anyone. Overall I found the customer service of Carbis Bay Holidays to be very poor - not returning any of my emails. And the attitude of the owners to not offer any form of compensation or apology for our stress and inconvenience, shows them to be rather miserly in my opinion. I would avoid Dolphin Watch for this reason and I would not be inclined to book again with Carbis Bay Holidays or indeed Sykes Cottages, their new owner.
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Marian - Verified booking
We loved our stay in Hepworth apartment at st Ives.
Everything was comfortable and clean. There were only a few things that can be improved on. The proper cleaning of the bathroom sink was not done properly, on arrival the sink was not draining properly, this should have picked up by the cleaners. I had to remove loads of hair that was blocking the sink by taking the plug off. After that it was fine. Not a good impression using the bathroom on your arrival. Although private parking was great! The markings and sign posts of the private parking need tidying up and clearer signs needed. This caused confusion for one other apartment user, thinking we were parked on his spot , which we werenât and giving us some grieve about it. He even said he had to park in the public car park for a day ?! Personally I dint think that was necessary, his designated place was just not clear ! We had to remove some weeds etc to make it a bit clearer. All and all our stay was comfortable and the view from the house is breathtaking, so relaxing! If those few things I mentioned could be improved on it would have been perfect!
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