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Booking Terms and Conditions of Stay

We experience high demand for holidays at Ellie’s Haven, particular at certain times of the year.  We will do what we can to offer you a holiday on your preferred dates but please bear with us if we have to come back to you with alternative timings.

We want you to feel relaxed and enjoy your stay as much as possible but we do ask that you please respect the property and remember that other families will be staying after you so we would be grateful if you would observe the following:

Arrival and departure

Check in is normally on a Saturday between 12.00 midday and 2.00pm. Check out is 10:30am on Friday. If your stay is for a shorter period then check in and out times will be mutually agreed to suit you and us.

On arrival you will be greeted by Nigel Libby our General Manager who will give you a tour of the property.

Please note
that Ellie’s Haven is manned solely by Nigel and apart from being on site for check in the weekend is his time off; therefore we would be very grateful if you would comply with the stated check in time, however it is appreciated that not everyone can arrive during the given window and so if you want to arrange a different arrival time please do this at the time of acceptance of holiday.

If you experience any delays when travelling and expect to be late then please contact Nigel ASAP so he can be available for your arrival but in the interim does not have to wait on site.

Prompt check out on Fridays is needed so that the Haven can be cleaned in readiness for our next guests.

We thank you for your understanding.


We regret that pets other than guide dogs for the blind or hearing dogs for the deaf are not allowed.  If you have a guide dog or hearing dog then their faeces must be cleaned up as soon as possible and disposed of using a poop bag to be placed in the receptacle provided.  If the dog fouls in the house it must be cleared up immediately and we must be notified so that we can ensure that the area is made safe from infection and assess whether specialist cleaning is needed.


There is a strict no smoking policy in all of the buildings and gardens; however smoking is permitted outside on the drive area but please respect the wishes of other guests before doing so.  All cigarettes must be put out properly and the butts placed in the receptacle provided.

Damage and Accidents

Any accidents where someone is hurt or injured must be recorded in the Accident Book. If any item of equipment provided by Ellie’s Haven is damaged or lost please notify us as soon as possible. We reserve the right to make any reasonable claim for losses to Ellie’s Haven including, but not restricted t
  • exceptional extra cleaning as a result of breach of conditions or wilful negligence
  • acts of vandalism or theft
  • damage caused by any dogs allowed at the house
It should be noted that if anyone is found to be deliberately misusing the property they will not be invited back.

Verbal Abuse, violence and drugs

We operate a zero tolerance policy regarding violence or verbal abuse against any staff, volunteers or guests.  The using of recreational drugs or storing of on the property is also prohibited.


By us

We are sure you will understand that there may be circumstances beyond our control where we may have to delay or cancel a holiday e.g. child already at Ellie's Haven who is too ill to be moved. Under such circumstances we will do our utmost to get you another date that suites you ASAP.

By you

If you have a confirmed date to stay but then need to cancel, we ask that you let us know as soon as possible.  By letting us know at the earliest possible opportunity, we are then able to offer that period to another family.  Your cancellation will not mean that you cannot re-apply for another date in due course.

We want your stay to be as pleasurable as possible so if there are any problems or there is something we can help you with then let us know and we will do our reasonable best to help.

Medical Issues

Details of our local GP surgery, closest small injuries hospital and closest A&E hospital are available via the SERVICES page of this website.
Our local GP surgery is aware of Ellie's Haven and has asked that guests do following.  This is VERY IMPORTANT:  Failure to do so could  put your child at risk, delay treatment and waste medical resources.

Before you travel

  • Check with your child's GP and hospital/hospice specialists that they are happy for your child to travel to Ellie's Haven.
  • Check what medical equipment and resources you will need, what we supply, what you could rent locally and what you need to bring yourself.

Provide the following information:

  • Contact details of your child's GP and hospital/hospice specialists
  • A copy of the patient profile of your child from your GP
  • Any specialist care plans from specialist teams
  • Resus status documents
If you are are happy for us to pass on this information to our local GP surgery please send it to us in advance so we can do this.  Otherwise, please bring it with you.

Bring the following with you:

  • All of your child's medications for the duration of their stay and extra to allow for unforeseen circumstances
  • Any equipment your child will need
  • If you will be using the hoists at Ellie's Haven please bring your own slings if possible; we have some but yours will be a better fit for your child
Please make similar provisions if any members of your holiday party have medical conditions, especially have they have unusual medication that may not ordinarily be kept by pharmacies.

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Tel: 01503 264230

Ellie's Haven - Cornwall Ltd. Charity No: 1121426
Registered in England & Wales No: 006345083. Registered address: Plym House, 3 Longbridge Road, Marsh Mills, Plymouth PL6 8LT