HOME / TERMS & CONDITIONS
Booking Terms and Conditions
When you book a holiday, a contract is made when your booking is confirmed by Retallack Lettings Ltd. The contract is between Retallack Lettings ltd and the person signing the booking form (the Hirer). A 25% non-refundable deposit is payable at the time of booking if this is made over 8 weeks prior to arrival, otherwise full payment will be required. The outstanding balance will be requested 8 weeks prior to your arrival. Please note there is a 3% surcharge on all credit card transactions. The person who places the booking and signs the terms and conditions takes responsibility for paymen and is responsible for ensuring that all other occupants have read the booking conditions below and are aware of the booking details.
Cheques to be made payable to Retallack Lettings Ltd, and posted to :
Reservations Department
Retallack Lettings Ltd
Winnards Perch
St Columb Major
Cornwall
TR9 6DE
Booking Forms & Any Other Correspondence
Posted to the address above
Faxed to: 01637 889479
Payment
We accept payment through credit/debit card.
No sur-charge is taken for debit card payments. Payment made by credit card will incur a 3% surcharge. We accept Visa Credit, Visa Debit, Visa Electron, Mastercard, Switch/Maestro and Solo.
We do not accept American Express.
Balance payment
The balance is due eight weeks before the date of arrival. If you book less than eight weeks before departure, the full amount must be paid at the time of booking. You will receive a balance reminder e-mail 10 weeks prior to arrival informing you that your balance will be due.
Changing your booking
Any major alteration or amendment to a booking (i.e. change of dates) after the initial booking acknowledgement has been issued will be subject to a £20 administration fee. All changes to bookings must be sent to us via e-mail.
Cancellations
All cancellations must be sent in writing and will be effective on the date which they are received by Retallack Lettings Ltd.
Cancellation charges are payable as follows:
Period before arrival Retallack Lettings Ltd is notified. |
Percentage of total cost payable |
Over 8 Weeks |
25% of total cost (deposit) |
Between 8 and 2 weeks |
50% of total cost |
Under 2 weeks |
100% of total cost |
Important Information
The number of persons occupying the property must not exceed the number stated on the booking form, excluding children under 2.
The hirer who has signed the Terms and Conditions is responsible for all those in the party and ensures they are aware of the booking conditions.
The Resort reserves the right to refuse any booking.
Please be aware that there are a number of ponds and streams around the resort which can be a danger to small children.
Photographs in promotional material are for guidance only.
All the information we collect and hold about you and the members of your party may be stored in our computers and filing systems.
We always aim to provide you with the best stay possible. However, in the unlikely event that a problem should arise we kindly ask the person who booked the stay to inform us immediately. By following this procedure you will enable us to deal with the situation effectively and promptly. We welcome your feedback in order to improve our service, but we kindly request that this is directed through the correct channels in an appropriate, constructive manner. Should you have any issues regarding our service or facilities please report these to reception.
We cannot accept any liability for any complaints within 14 days of your departure.
We reserve the right to limit the number of short breaks at any time, and accept only weekly bookings.
Non-Smoking Units
We have a policy of non-smoking in the property rented and we appreciate your understanding on this. A £1,000.00 fine will be applied if this is not adhered to.
Damage, loss and nuisance
Upon check in we respectively request a £250.00 credit card pre-authorization which acts as an inventory deposit. The pre-authorisation process will not debit your account but the funds will be held by your card issuer until such time as we instruct a cancellation. We cannot accept debit cards for this, however, should you not have a credit card we can write down the details of your debit card and then shred this information after your departure. We reserve the right to charge your card immediately should there be any damage or excess cleaning within your lodge. Damage or excess cleaning discovered will be notified to the hirer within 7 days of departure.
The Hirer agrees:
That the supervision of children, babies, dogs and any adults requiring care remains under the responsibility of the hirer at all times.
To pay for any damage or loss however caused, excluding reasonable wear and tear, incurred during the occupation.
Not to cause nuisance or annoyance to occupants of nearby properties.
To allow reasonable access to the property by the Resort staff if it is deemed necessary.
Lodges
Occupancy shall be from 4.00 pm on the day of arrival to 10.00 am on the day of departure. You are more than welcome to use the facilities on site either side of these times.
The layout of the lodges varies, should you have a specific requirement for the bedrooms in the lodge which you have booked please let reception know at your earliest convenience. The layout as standard is;
4 Bed – Ground floor: One super king double & one twin. First floor: One super king double and one twin.
2 bed – First floor: One super king double and One Twin.
There is a parking space next to each lodge for minimum 1 car.
Price includes
The price of your accommodation also includes the use of our gym, sauna, steam room, swimming pool, 9 hole pitch & putt golf course and tennis courts and children’s play area. Please note Retallack Resort and Spa will not accept liability for any accidents resulting from the misuse of any equipment. The price does not include any spa treatments you have during your stay or any drinks in the bar.
Internet
We can provide you with an internet code so you can have online access during your stay, the prices are below;
1 Hour - £2.50
1 day - £5.00
3 days - £10.00
5 days - £12.50
7 days - £15.00
Dogs
A charge of £40 is applied for each dog, up to a maximum of 2 dogs per lodge. To ensure that Retallack can continue to welcome guests dogs the hirer must undertake the following:
That the agent is aware of the hirer bringing a dog and that the maximum is two and that they are not left in the property unattended
That the dogs are on leads around the property, and fouling is cleared up. The dogs are to be kept off all furniture and the hirer must bring bedding for the dog.
In the interest of visitor's safety and as a result of Government legislation the Agent is unable to accept the following types of dog: American Pit Bull Terrier, Japanese Tosa, Fila Brasileiro and Doga Argentino even where these types of dog are muzzled as required by law. Dogs (except assistance dogs) are not permitted in any building except the specific lodge booked. Should we deem your dog to be acting dangerously or to be causing a nuisance, or threat to anyone, we reserve the right to request the dog be removed from the property. Should this occur we would not provide a refund or compensation. It is an offence to not notify the resort of the presence of a dog in your lodge and can result in a fine.
Descriptions
Whilst every effort is made to ensure that the accuracy of information is correct, we are relieved of any liability due to errors or omissions. The prices and charges shown in our brochures and other communications are reviewed throughout the year and are subject to increase or decrease. The most up to date prices are available on our website and will be quoted when you make a reservation. We reserve the right to offer a last minute deal for late availability, and discounts throughout the year, however if you have already booked and paid a deposit, or full balance payment, you will not be eligible for this discount.
Every effort is made to ensure the accuracy of the property descriptions. Descriptions are inevitably subjective and are for guidance only. Please contact the Resort for any clarification.
Whilst the Resort has taken all reasonable steps to ensure that the information contained in its brochures, Website, tariffs, leaflets, advertisements and any other form of promotional material are accurate, the Resort reserves the right to alter, substitute or withdraw any service, facilities or amenity.
Construction
Improvements, maintenance and refurbishment to the facilities in the units and the grounds are carried out throughout the year. We will always do our best to ensure that guests are not inconvenienced. No compensation will be paid if a facility is not available, but we will do our best to provide a suitable alternative.
Unit Allocation
Please note that whilst you may have requested a particular Unit Number we reserve the right to move your reservation to another numbered unit of the same standard. This is in the event of any situation arising that we have no control over such as maintenance problems, interruptions to supplies of utility services etc.
Liability
The Resort cannot accept responsibility for any material loss, damage, additional expense or inconvenience directly or indirectly caused by or arising out of the property and its, plumbing, gas, electrical or otherwise, or exceptional weather.
No responsibility is accepted for loss or damage of property (including pets), vehicles or vehicle contents belonging to the Hirer or any member of the party during the occupancy. If due to reasons beyond the control of the Resort and Management, the accommodation is not available whatsoever, the Resort will refund the deposit, but the Resort and Management will be under no further liability towards you.
Speed Limit
Our resort operates a 5mph speed limit and we also have several steep speed bumps on the resort, so please take extra care especially with lower cars.
Failure to comply with the above may result in the party being asked to leave immediately, if, in our sole discretion, we feel the conditions have been infringed. No refunds will be given in these circumstances.
Cots/High Chairs
Should you wish to hire cots/high chairs for your stay then please book these in advance with reception to avoid any disappointment. They are £10 each per week. The high chairs come with a baby pack which includes a splash mat, cutlery and crockery for the child. Failure to book these in advance may result in us being unable to provide these for you during your stay. The cots we provide are travel cots and we do not supply bedding for these. We can also provide stair gates for no additional charge, again these would need to be booked in advance to avoid disappointment. We cannot accept any liability for the stair gates.
Leisure facilities
By agreeing to these terms & conditions you are agreeing that you take full responsibility for yourself should you use our sauna, gym or steam room. We do not allow anybody under the age of 16 to use these facilities. We also request that anybody under the age of 16 is accompanied by an adult when using the swimming pool. Twice a week there will be an aqua aerobics class from 9.30 am to 10.15 am so the pool will be unavailable during this time.
There is not a restaurant on our resort, we do have light snacks in our Spa Bar during peak seasons, however we will be more than happy to help you to book a table at a restaurant nearby.
Before you arrive
Please complete a booking form, detailing all members of your party, along with signing to agree to our terms & conditions. We request that you pre-book any spa treatments to avoid disappointment. We also offer kids club which you can pre-book. We also request that you make us aware of any extras you require in your lodge such as cots, high chairs or extra beds. Should we not be informed of this before arrival we cannot guarantee that these will be made available to you. If you are bringing a dog with you then you must inform us prior to arrival, failure to do so may result in your booking being terminated.
Security of your property
Please take note of the following points;
Please lock all vehicles parked on our property.
All valuables are left in vehicles / lockers at the owners risk.
Retallack Resort and Spa accepts no liability for any accident, loss or damage to your property.