Booking Terms & Conditions

Some important stuff you do need to know

Terms and conditions of booking with us

View Terms & Conditions for Newperran (click here) or Retallack (click here).

 

Rookley Park, The Bay Colwell and The Bay Filey

The following terms and conditions apply to all direct holiday and short break bookings made both online & via our call centre:

 

1. The company

Island View Holidays is the trading name of Southern Parks Limited. When you book your holiday your contract will be with Southern Parks Limited however we refer to ourselves as ‘Island View Holidays’.

 

2. The agreement you make when booking your holiday

When you book a holiday or short break with us there will be a contract between yourself and Island View Holidays. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they adhere to our booking terms and conditions. Please note that we are unable to accept bookings from anyone under the age of 18 years. Large group bookings must be made over the phone.

 

3. Deposits and paying the balance of your holiday

When making your booking we require you to pay a deposit of £50 with the remaining balance of your holiday due for payment 8 weeks before your arrival date. Please note that when making last minute bookings for arrivals within 8 weeks, you will be required to pay the balance of your holiday in full at the time of booking. Your balance is due and payable by the date printed on your invoice (8 weeks before your holiday start date). Please be aware that if the deposit and/or balance are not paid on time we may cancel your booking. At the Bay Filey, guests will be required to pay a £100 refundable damage deposit by credit or debit card on picking up the keys to a property, which will be refunded after the accommodation has been vacated, provided that no unreasonable damage has occurred.

 

4. Alterations to your holiday booking

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and non-alterable. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given. An administration fee of £25 will be charged for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Once the contract is made it can not be transferred to anyone else or changed (including the members of your party) without our agreement. If you would like to make small changes, such as the type of accommodation, we will of course try to help.

 

5. Cancelling your holiday booking

Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post, fax, or email quoting your booking reference number. Your cancellation will only be as effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below unless you have taken out our "Cancellation Protection Plan".

 

Period Before Arrival Date Cancellation charges as a % total cost 
More than 30 days Loss of deposit
30 - 22 days 50%+
21 - 15 days 60%+
14 - 8 days 80%+
7 Days or less 100%

 

To help protect against unforeseen circumstances please contact our customer service team on 03333 700400 for details of our ‘Cancellation Plan’ which is there to help protect you against circumstances such as illness, bereavement and redundancy. Alternatively, we strongly advise that you take out holiday insurance to protect against any potential loss of your deposit in the event you need to cancel your booking.

If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

 

6. Paying for your holiday

Once you have booked your holiday, you will be required to pay the balance in full, 8 weeks before your holiday start date. Your holiday is confirmed when either a deposit or the full balance is paid, you will then receive your email or postal confirmation. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer. Late bookings (bookings made less than 8 weeks before your holiday start date), short breaks and some special offers may require customers to pay the full balance of the holiday at the time of booking. 

 

7. Special offers and promotions

Please ensure that you mention any special offers when you make your booking. We are sorry we can not add them after any payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.

 

8. Prices

All prices in our published tariff and those published on our website include VAT at the current rate. If the VAT rate increases all prices will change to reflect the increase. The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time however this will not, under any circumstances, affect bookings already confirmed. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee is charged, so the price for the holiday will remain the same.

 

9. Who’s in your party?

It is important that you confirm who will be joining you for your holiday or short break. Only those people listed on your booking confirmation can occupy your holiday accommodation. Please ensure that all children and babies are counted within you party totals.  The total number of guests must not exceed the maximum capacity of the accommodation as advertised in our brochure or on our website. Large “all male” or “all female” group occupants and/or stag and hen parties will be subject to a further 20% deposit and may be refused on the discretion of the management team. Failure to inform us (Island View Holidays) of large same-sex parties at the time of booking could result in a refusal to enter the accommodation and/or cancellation of the booking.

 

10. Arrival and departure times

Your accommodation will be available for you from 16:00hrs on your arrival day (17:00hrs at The Bay Filey). Premium Caravan guests can arrive from 15:00 hrs. If you think you may arrive after 19:00hrs on your arrival day you must let us know in advance and we will leave your key with the bar staff so please visit them on arrival. If you do not inform us and your accommodation is not occupied by 10:00hrs the day following your booking start date, we shall treat your booking as cancelled and re-let the accommodation. Please kindly vacate your accommodation by no later than 10:00hrs on your departure date.

 

11. Special requests

Please note that we will do our best to meet any special requests. However, we are unable to guarantee any special requests. Special requests do not form part of the booking contract and are not a condition of booking. No compensation will be offered should we (Island View Holidays) be unable to fulfil any ‘special requests’ made at time of booking.

 

12. Children

All children must be properly supervised by parents or guardians at all times throughout your holiday. We are happy to provide children’s clubs, activities, events and other facilities at some of our parks, however, nothing provided in terms of entertainment or activities are to be used as childcare facilities and children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are. You should take particular care and supervise all children around our swimming pool, lake areas and all public areas.

 

13. Guests with specific needs

Guests with disabilities are welcome at all our parks. Many of our parks offer specific accommodation suitable for guests with mobility difficulties, however certain accommodation and locations may not be suitable. If your party includes someone with any specific needs, you should tell us about this before you make a booking. We can try to ensure both the accommodation and park are entirely suitable for you and your party. If you do not inform our staff upon booking, we can not be held responsible if the accommodation or park is not suitable. Guests using hypodermic needles e.g. diabetics, must ensure they are able to safely dispose of their equipment. Please contact our bookings team on 03333 700400 and we will assist wherever possible.

 

14. Allergies and smoking

If any member of your party suffers from an allergy we would strongly recommend that you do not book accommodation before making us aware. We have allocated pet (dog) units, so that we can track where pets have been for people who have an allergy to them. If you have any specific dietary requirements or allergies then please speak with our bar and restaurant teams prior to making any food and beverage purchases. All of our accommodation is strictly
non-smoking, please respect this request for the comfort of other guests.

 

15. Pets

Most dog breeds are welcome at our parks and in specific holiday homes with a maximum of two dogs per unit of accommodation. Some breeds of dog including those listed in the Dangerous Dog Act are not allowed. You must give us details when you book to obtain our agreement to bring a dog onto our parks. There is a charge of £25 per short break (3 to 4 days) per dog or £40 for longer stays. Guide/assistance dogs assisting visually impaired guests are exempt from these charges. Pets must be kept on a lead under the control of a responsible adult at all times and wear a collar with an identity tag. You must clean up after your pet. Well behaved pets are allowed in the bar area of  Rookley Park so you can enjoy a drink and dinner with your dog. Pets (other than assistance dogs) are not allowed into other indoor facilities or play areas at any of our parks. Dogs should not be left unattended in holiday homes, in vehicles or elsewhere on the park and must not be allowed on bedding or seating. If we think your pet is causing a nuisance, damage or is distressed whilst on one of our parks, you will be required to remove your pet from the park. Please be considerate of other guests at all times.

 

16. Use of your holiday home

At the end of your holiday please leave everything in a clean and tidy condition. You are responsible for any damage to your holiday home during your stay. The park management team reserve the right to enter your accommodation under special circumstances e.g. emergencies. Please note, cots and high-chairs can be provided for use during your stay for a minimal charge, and must be requested at time of booking and are subject to availability. Please ensure that you bring your own cot linen.

 

17. Your personal possessions

Please note that you are responsible for your personal possessions on park or in your holiday home and we are unable to accept any liability for any loss or damage of your personal belongings during your stay.

 

18. Bed linen

We provide all bed linen for guests to use during their stay with us, with the exception of cot linen which you should bring with you. Towels can be hired for use during your stay on selected parks and are subject to availability. Please leave all used linen and towels in your accommodation upon check out. Those holiday makers booking via ‘Sun Holidays’ and other similar promotions will be charged separately for the use of bed linen. Please check directly with your holiday promotion provider.

 

19. Use of facilities, activities and entertainment.

Please note that some of our facilities and on park activities may have age and/or height restrictions. Children and young adults under the age of 12 must be supervised by an adult in and around our swimming pools. We may operate session swims in our pools during periods of high demand. Very occasionally we may need to close or withdraw certain facilities or activities here on park for reasons beyond our control, including but not limited to, health and safety reasons, maintenance or renovation work, extreme weather conditions, changes to government legislation. We reserve the right to make alterations based on the above circumstances without prior notice, and we will not be held liable or be subject to any form of compensation should this situation arise.

 

20. Entertainment

Please note that our entertainment schedule is seasonal and may be subject to change. We reserve the right to alter or withdraw our entertainment programme with little or no notice. Under these circumstances we will not be liable to you for any form of compensation; however every effort will be made to try to ensure that this does not happen.

 

21. The holiday park

Most of our parks are in country or coastal locations and as such we try to preserve the rural character of the area. Therefore the park may have areas of uneven ground, unmade tracks/ paths/ roads and limited lighting. We ask you to take special care to avoid accidents. Some parks may also have lakes, ponds, rivers and other features. These will be shown in your ‘Welcome Pack’ and you should ensure that you familiarise yourself with the park, its features and supervise children appropriately at all times. Take note of all safety notices throughout the park.

 

22. Your car

We would ask that you comply with all park speed limits, designated parking areas and other traffic regulations on park. Vehicles are brought onto our holiday parks at your own risk and we will not be held responsible for any loss or damage except where it is caused by our negligence. Communal car parking bays are for all guests, contractors and company staff and are available on a first come first served basis only.

 

23. Behaviour on park

Our parks are primarily used by families and we respectfully ask that the behaviour of yourself and your party reflects this fact. Noisy, offensive or inappropriate behaviour, or actions likely to cause harm or offence to any other guest, member of our staff or anyone’s property at the holiday parks will not be tolerated. We reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management team of the park, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the management of the park, we believe that you or any member of your party (Adult or Child) may not comply with the above terms, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking. Please note that we may operate CCTV cameras at our discretion on our holiday parks both for crime prevention and safety reasons.

 

24. Our service to you

We will do all that we can to ensure you enjoy your holiday with us. Occasionally problems may occur, if they do or you have any concerns about your holiday while staying with us, please tell the parks reception immediately. Please be aware that we can not be held responsible for any issue during your stay with us, of which you did not inform us whilst on site. We will work hard to resolve any issues you may experience whilst you are here on park. If any issue is not resolved during your stay, you must notify us in writing, as soon as possible (and in any event within 21 days of the end of your holiday). Letters received more than 21 days after your holiday will be deemed irrelevant.

 

25. If we make changes to your holiday

The operation of our parks are subject to legislation and guidelines laid down by the Health and Safety Executive and Local Authorities and their codes of practice. Likewise there are other circumstances beyond our control that may affect the services and holiday booked and we accordingly reserve the right to adjust our services in order to meet these standards and possible issues. Very occasionally it may be necessary that certain accommodation, entertainment or a facility may have to be temporarily withdrawn, or changed due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors outside of our control. We reserve the right to make such alterations in the above circumstances without prior notice and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should any changes occur, we will make you aware of these, where made prior to booking and will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their holiday commences.

26. Cancellation by us

Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we have to do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you.

27. Website and brochure accuracy

Whilst every care is taken to ensure that the details in our brochure and on our website, including any promotions, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible for unforeseen events or matters over which we have no control. While we do our best to ensure that all information is up to date and accurate, there is always possibility for human error. All accommodation and holidays are subject to availability. Please enquire when booking or contact us on 03333 700400 for confirmation. All images used are representative and are used for illustrative purposes only.

28. Our liability to you

We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you may suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury.

29. TV filming and photography

Due to the increasing popularity of Island View Holidays, we receive requests from TV and other companies to film or photograph on our parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.

30. Functions

Rookley Country Park may from time to time hold private functions on the premises, alternative entertainment will be provided where applicable/possible. Please note, no compensation will be offered of any kind in this instance. We will make every endeavour to inform you as soon as practically possible.

31. Licensing Laws

In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. We accept the following forms of ID at park: full passport, a new style driving licence incorporating a photograph or a valid proof of age card. Please drink responsibly.

32. Infectious diseases

Infectious or contagious diseases could easily be passed to other guests while on holiday. You must inform the Duty Manager should you contract any such illness while on holiday. In order to protect our guests and staff, anyone found to have such a condition may be confined, or in extreme circumstances, requested to leave the park. Please note that in such circumstances we are unable to offer refunds and we therefore recommend you take out your own insurance.

33. Information you have given us

The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act. By providing us with this information you (and the rest of your party) are deemed to accept and agree to all of our terms and conditions. It is the responsibility of the lead name on the booking to ensure that the rest of their party are aware of and agree to our terms and conditions. We keep your information to help us improve our service to you and to help provide you with information about the services which we offer. We will not disclose this information to any person outside of Island View Holidays, their agents and contractors unless we are legally required to do so or for the purposes of crime prevention.

These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website.

Last updated: 15th July 2013

 

 

 

Newperran Holiday Park

The following terms, conditions and rules are specific to Newperran Holiday Park, Cornwall:

Conditions of Booking for Tents and Tourers
Bookings are from 2pm on day of arrival to 10am on day of departure.
The deposit of 50% of the total fee per pitch, per week will be deducted from your balance, in the event of cancellation, deposits are not refundable. Unless the Holiday Cancellation Protection is used.
Site fees are due 56 days (eight weeks) before arrival for dates specified by you and are not refundable unless the Holiday Cancellation Protection is used (see separate Ts & Cs).
Pitches – Pitch numbers allocated on arrival must be adhered to. Please ensure you have checked your pitch number before pitching up to avoid being asked to move. If one person wishes to block book pitches whether by phone or on the booking form, we will still need the name and address of each person responsible for each pitch and other individuals on each pitch. See the Location Plan on page 1 – Diag.1 How to Pitch.
We will try to allocate your Favoured booked pitch but due to any unforeseen circumstances, no guarantees can be given.
There is no guarantee that pitches can be extended beyond the date booked.
Pitching, although paid for must be claimed and occupied within 24 hours of the due time of arrival. The management will re-let the pitch if not informed within 24 hours of the due date. No refunds will be given. Please let us know if you are going to be late.
Booked and paid holidays confirmed on your booking form are not refundable. Last minute additions can only be added and paid for on day of arrival. If any member of the party, including cars and dogs fail to arrive, as shown on your booking form, we will be unable to refund these charges.
A 25 metre (min.) electric cable will be required for connection into hook-up box. If in doubt, please telephone for details.
Terms & Conditions may vary on the website for online bookings.
Some facilities may be curtailed according to season, please check with park.


Conditions of Booking for Holiday Caravans / Apartments
The deposit of £50 will be deductible from your balance, in the event of a cancellation, deposits are not refundable. Unless the Holiday Cancellation Protection is used.
The holiday accommodation fees must be paid 56 days (eight weeks) before the date of arrival or we reserve the right to re-let the accommodation and are not refundable. Unless the Holiday Cancellation Protection is used.
On arrival, a damage deposit of £100 will be required by cash or card which is returnable within 7 days of departure, providing that no damage has been made to the accommodation or its contents.
A Charge may be deducted from your damage waiver if excessive cleaning is required.
Bookings are from 4pm on day of arrival to 10am on day of departure. The number of persons occupying a caravan/apartment must not exceed the number of stated berths.
All equipment and linen must remain in the caravan/apartment.
No smoking in any of the static caravans/apartments.
No pets of any kind are allowed in the static caravans/apartments, apart from selected caravans (See Tariff).
Bookings for static caravans/apartments are strictly for the persons named on the booking form. Any changes must be notified to the Management who reserve the right to cancel the booking.
Holiday caravans/apartments, although paid for must be claimed and occupied within 24 hours of the due time of arrival. Management will re-let the caravan/apartment if not informed within 24 hours of the due date. Please let us know if you are going to be late.
Terms & Conditions may vary on the website for online bookings.
Some facilities may be curtailed according to season, please check with park.


Park Rules
Accidents – All accidents must be reported to and logged in the accident book.

Bikes – Must be ridden with due care and attention for other holiday makers on the park.

Clothes Lines – Use of clothes lines are prohibited on the park.

Damage – Defacing or causing damage to any buildings, equipment or property of the park may result in immediate eviction and prosecution.

Day Visitors – All visitors must register at reception. Visitors are not permitted to use the amenities unless authorised by the management to do so and must leave the park by 9pm. 2 Hours allotted time free per day only.

Dogs – must be kept on leads at all times. Dogs must be walked by adults only. Ensure waste is picked up and placed in bins provided. Dogs are not to be left unattended and are not allowed to be exercised anywhere other than the designated dog walk areas.

Drugs – Other than drugs taken in accordance with treatment prescribed by a medical practitioner, drugs are not permitted on the park.

Families – Families and couples only – No mixed groups or single sexes.

Fires – Open fires are not permitted anywhere on the park. BBQ’s are allowed but must be supported by blocks or frames to avoid damage to the pitch.

Ground Sheets – In order to reduce wear on pitches we request where possible breathable ground sheets be used. If plastic sheets are used we request that they are raised during the day.

Guns – Toy firing guns including BB guns are not permitted.

Noise – In respect to others, please use televisions, radios and CD/cassette players at low volume. No noise between 11.00pm and 7.00am.

Recycling Area – Please help keep Newperran clean and tidy. Please take all your rubbish and litter to our recycling area off the entrance drive, there are no bins in the camping fields.

Signs – All signs situated around the park must be observed.

Skate Park – Only Roller Blades , BMX and scooters allowed in Skate Park Area only. (No motorised scooters or remote controlled equipment allowed in skate park) All Children must be accompanied by a competent and responsible adult and must wear the correct safety equipment.

Speed Limit – 5 mph (8km/h) for motor vehicles and bicycles.

Sports and Games – Only permitted on the camping fields but not in between tents and caravans – consideration must be given to others. Please use Lamorna & Newlyn fields.

Supervision of Children – Parents will be responsible for their children’s actions. Children under 16 years of age must be accompanied by an adult after 9.00pm.

Swimming Pool – All Children must be accompanied by a competent and responsible adult. Health & Safety Law in regard to Newperran states that an adult is 16 years of age. The adult must be part of the child’s family. Dinghies, surfboards, inflatables, large rings are not allowed. Beach balls and swimming aids only, e.g. armbands. Diving, running or bombing is strictly forbidden. A key fob is required to gain entry – a deposit is required and they are available from reception. This facility is free to registered/paying customers only.

Under Age Drinking – We want everyone to have an enjoyable stay, we are a family park and will not tolerate under age drinking. Please note identification is required for the purchase of cigarettes and alcohol by young people.

Visitors – All visitors must report to reception for registration and sign out on or before 9pm. 2 Hours allotted time free per day. Under no circumstances are they to use our indoor pool or skatepark without authorisation from the management/reception. Visitors wishing to visit family or friends staying on the park will be charged a daily tariff rate if over 2 hours.

The management – Reserves the right to refuse a reservation or to terminate a booking of any person whose conduct is detrimental to the wellbeing or comfort of other park visitors.

Retallack Resort

The following terms and conditions apply to all direct holiday and short break bookings made both online & via our call centre:

 

Our Agreement
When you book a holiday, a contract is made when your booking is confirmed by Retallack Holidays Ltd. The contract is with Retallack Holidays Ltd as agent of the owner of the accommodation and the person signing the booking form (the Hirer). The person who places the booking and signs the Terms and Conditions takes responsibility for payment and is responsible for ensuring that all other occupants have read the booking conditions below and are aware of the booking details.

Making your Booking
To make a reservation you can book direct via our website or alternatively with our Reservations Team on 01637 882500. A 25% non-refundable deposit is payable at the time of booking if this is made over eight weeks prior to arrival, otherwise full payment will be required. The outstanding balance will be requested eight weeks prior to your arrival.

Personal Information
When making a booking you consent to Retallack Resort and Spa storing your details for administrative, marketing and promotional purposes only. No data is passed onto third party companies and will be safely stored in line with GDPR guidelines.

Payment
We accept the following terms of payment:
Delta / switch/Maestro / Mastercard / Visa / Solo
Postal address: 
Reservations Department
Retallack Holiday Lettings Ltd
Winnards Perch
Nr Padstow
Cornwall 
TR9 6DE

Please note: We regret we do not accept American Express and payment can only be made by the lead booking name. We regret payment plans are not available.

Balance Payment
The balance is due eight weeks before the date of arrival. If you book less than eight weeks before arrival, the full amount must be paid at the time of booking.

Booking Amendment
Requests to change confirmed booking dates must be made no later than eight weeks prior to arrival date. Retallack Holidays Ltd will make every effort to facilitate a booking amendment, however requests are subject to availability and any additional costs. All changes to bookings must be sent to us via e-mail. A £20 administration fee will apply where we are able to facilitate the change.

Cancellations
A booking can only be cancelled prior to the accommodation state date. Should you need to cancel a booking please call 01637 882500 or email reservations@retallackresort.co.uk. Details will only be discussed with the lead name on the booking. 

Cancellation charges are payable as follows:

Period before arrival at Retallack Resort & Spa

Percentage of total cost

Over 8 weeks

25% of total cost (pre-payment)

Between 8 and 4 weeks

50% of total cost

Under 4 weeks

100% of total cost

Should a booking be cancelled and we, at our discretion, move the booking no refund will be offered should the amended booking be cancelled. By amending a booking this does incur a £20 administration fee.

Before you Arrive
We request that you pre-book any spa treatments, watersports activities and The Den Kid’s Club sessions to avoid disappointment. The Den is open term time and holidays, Monday to Friday for Resort guests and locals. We also request that you make us aware of any extras you require in your house 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 Deposit
A security deposit of £250 per lodge and £75 per apartment will be charged to a credit or debit card on arrival. This is to cover any damages or losses to the property that may be caused by you or your party during your stay. 

What is a security deposit? 
It covers any damages in the property during your stay, or any excess cleaning. The final costs for any damage or cleaning may not be limited to £250.

Will you take money without informing me?
No, we will always explain to you what will be taken from your account & why – prior to taking money we will attempt to call you and will always write to you via e-mail & post.

Do you actually take the money out of my account?
Yes, the money is taken as a deposit and debited from your card. You will be unable to spend this money while you are staying with us.

When will the money be returned to my account? 
It can take between 7-10 working days from your date of departure but it varies dependant on your bank. Barclaycard take 7-10 working days to process refunds, the customers bank can also take an additional 5 working days to process the refund, therefore it is possible to wait for 3 weeks or longer for a deposit to be returned if there are any Bank Holidays in that period.

Can you accept a cheque? 
No, we’re unable to accept a cheque or cash under any circumstances. The security deposit must be made via card.

Can you accept a lesser amount than £250? 
Unfortunately we cannot, £250 is the set amount for the security deposit & under no circumstances can we accept less. Your security deposit isn’t limited to £250.

How can I pay the security deposit? 
The security deposit can be taken via credit or debit card.

I am a lodge owner do I have to do a security deposit? 
As a lodge owner you would not have to carry out a security deposit, however, if you book your property for your friends we will request a security deposit unless you tell us, prior to their arrival, that they don’t need to do this. 

What happens if I don’t have the money in my account? 
Unfortunately you’re unable to stay without providing the security deposit.  The only other option is that we can take a security deposit over the phone on somebody else’s card but we’re unable to let a property without carrying out the deposit first.

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.
• Retallack Holidays Ltd reserves the right to refuse any booking.
• Offers/discounts cannot be used in conjunction with any other offers or discounts.
• 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.
• 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 not made 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.
• We reserve the right to remove any facilities which are deemed unsafe due to health and safety reasons without prior warning.
• Hen party bookings are subject to a £1000 pre-authorisation security deposit.

Non-Smoking 
We have a policy of non-smoking in all properties rented and we appreciate your understanding on this. A £1,000.00 fine will be applied if this is not adhered to.

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 your stay.
Not to cause nuisance or annoyance to nearby properties during your stay.
To allow reasonable access to the property by the Resort staff if it is deemed necessary.

Online Booking
When making a booking online the price can only be confirmed by our Reservations team via e-mail.  Upon booking online within 48 hours you will receive a confirmation of the booking.  Should there be any problems with the tariff quoted a member of Reservations will call you.  We reserve the right to refuse a booking should its tariff not be in conjunction with our current pricing structure. 

Accommodation
Occupancy for the Lodges shall be from 4.00pm on the day of arrival, subject to unavoidable delays, to 10.00 am on the day of departure and the Apartments check in time is from 3.00pm and on departure check out is at 11.00 am.  We are unable to guarantee an early check in, even where your travel arrangements result in you arriving on the resort prior to 4.00pm. You are more than welcome to use the facilities on site either side of these times. 

Please be careful on property balconies and supervise dogs and children on them at all times. Balconies are used at your own risk.

The Resort is classed as a 5* Holiday Village by Visit England. Although we are a 5* resort we do have a Wadebridge property which has not been officially rated and we have carried out an internal rating for your guidance. Our Wadebridge properties are our value accommodation and we have internally rated these as 3/4*.

The layout of the accommodation varies, should you have a specific requirement for the bedrooms in the house please let Reservations know at your earliest convenience. We are unable to guarantee a change in layout and any changes will incur a £20 charge per bed changed, when paying £20 to change a bed from a twin to a double this will also include two dressing gowns for that room. Please refer to the floorplans of each property type on the website. In each lodge we provide two dressing gowns as standard, per room, and any extra will be £5 each. Apartments do not come with dressing gowns.

There is a parking space next to each house for a maximum of two cars. Should you book two houses we are unable to guarantee that these properties will be next to each other, however, we will endeavour to ensure the properties are as close to each other as possible. There is a phone in each house, the payment for any calls made using this phone are the responsibility of the Hirer.

Log burners are located in some of our properties and come with one starter log. If additional logs are required these must be purchased from the Essentials Shop, based at Reception. Use of own logs is prohibited.   

Hot Tubs
Some of our properties have hot tubs and there are some regulations which must be followed.  We request that you do not tamper with any of the electricals on your hot tub.  Should you tamper with these and it results in the hot tub being drained and refilled you will be charged for this. If you book a house with a hot tub we cannot guarantee that the hot tub will be heated to temperature on the day of arrival. This is due to hot tubs being drained and refilled between lettings and there is a period that the hot tub requires to heat up to temperature.  The hot tub will be working on the first morning of your stay.  Hot tubs are not to be used after 10pm.  

What is included?
The price of your accommodation also includes the use of our gym, sauna, steam room, swimming pool, 8 hole pitch & putt golf course, tennis courts and children’s play areas.  Please note Retallack Holidays Ltd 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, any drinks in the bar, food in the restaurant or any watersports sessions or other additional items/activities. Please note we reserve the right to charge guests for Late Check out.

Internet
We offer Free Standard WiFi (4MB) across the Resort.
Upgrades for 1, 3 or 7 days:
High speed 16MB for £5/£10/£15
Super speed 64MB for £10/£20/£30

All internet codes accessed must be charged to the house as opposed to paying for them at Reception. Please note these prices are per device, not per property. When one code is purchased at full price the next code will be half price.

Dogs 
Retallack Holidays Ltd offers pet friendly accommodation at a cost of £40 per dog per stay. To ensure Retallack Holidays Ltd can continue to welcome guests with dogs the owner must undertake the following: There is a maximum of two dogs per one and two bedroom pet friendly lodges and four dogs per three, four or six bedroom pet friendly lodges. We kindly request that all guests do not leave their dogs unattended in the property, if it is likely to cause disruption to other guests. All dogs must be a kept on a lead at all times and use the helpful dog bins provided around the Resort. Dogs must be kept on the Resort and not allowed to stray into, or exercise in, any adjacent fields at any time. Dogs are to be kept off all furniture and the owner must provide bedding for the dog. Most of our properties allow dogs unless requested specifically for a pet free property, however we’re unable to guarantee we can book you into a pet free lodge as they are sold on a first come first served basis.

In the interest of visitor safety and as a result of Government legislation, Retallack Holidays Ltd are 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 the Spa or Leisure area of the main building. Should we deem your dog to be acting dangerously or to be causing a nuisance, or a threat to anyone, we reserve the right to request the dog be removed from Retallack. 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 house 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, interiors, fixtures and fittings will vary from lodge to lodge as some are owned by Retallack and some are privately owned. Please contact Reservations on 01637 882500 for any clarification.

Whilst Retallack Holidays Ltd 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, Retallack Holidays Ltd reserves the right to alter, substitute or withdraw any service, facilities or amenity.

Construction and Maintenance
Improvements, maintenance and refurbishment to lodges, the facilities 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. As we continue to improve our Resort there may be some development work being carried out during your stay, in various areas. We will try our utmost to ensure you are made fully aware of these prior to arrival and provide photographs of the developments where possible.  

Allocation
Please note that whilst you may have requested a particular Lodge we reserve the right to move your reservation to another Lodge of the same standard. This is in the event of any situation arising that we have no control over – such as maintenance issues etc. No refunds will be given in this instance.  We reserve the right to amend your reservation into alternative properties, sometimes more than one property and to a different standard, should we deem it necessary.  We will notify you of any changes and our reasons for this at our earliest convenience.  No compensation will be paid in this instance.

Liability
Retallack Holidays Ltd 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 Retallack Holidays Ltd, the accommodation is not available whatsoever, Retallack Holidays Ltd will refund the deposit, but will be under no further liability towards you.

Speed Limit
Retallack Holidays Ltd operates a 5mph speed limit and we also have several steep speed bumps across 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.

Baby Friendly Lodges 
We have various properties across the Resort which are ‘baby friendly’ and these are inclusive of all baby equipment which includes a travel cot (guests must supply own linen for the cot), high chair, stairgates, baby bath, changing mat, potty, safe step, training seat and sterilising unit. These houses are on a first come first served basis. We do not have any additional stock other than that located in the selection of properties.

Leisure Facilities
By agreeing to these Terms and 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, aged over 18, when using the swimming pool. If children are aged 6 or above they must use their respective changing rooms. 

Children under the age of 16 are not allowed in the gym or studio. During Aqua Aerobics our swimming pool will be closed. You will require your Leisure Passes to use any of the leisure facilities, we will be unable to allow entry into the facilities should you not have your Leisure Pass with you. We require one Leisure Pass per person, we also have £1 coin operated lockers. Upon check in we will provide each adult in the party with a Leisure Pass. This will allow you access into the health club including swimming pool and gym. We do require all of these passes to be returned upon departure. Failure to return the Leisure Passes will result in a charge of £5 per pass being applied.

To use the pool all babies must have a double nappy system – a paper swim nappy plus a neoprene nappy over the top. These are available to purchase from ESYA Reception. Please check the swimming nappy every 30 minutes and change away from the poolside if necessary. Ordinary nappies are not leak proof and are not enough to stop accidents happening. If you or your child have vomited or had a cold or virus in the last 24 hours, or you’ve had diarrhoea in the last 14 days, please do not use the swimming pool. We reserve the right to refuse entry if we feel a breach of health and safety could be committed. Any incident arising from children fouling the pool including costs and loss of revenue is the responsibility of the parent/guardian.

We request that prior to using the swimming pool, and after using the sauna/steam room, you use the pool-side showers. Camera use in the swimming pool is restricted and can only be used during quiet times. If you wish to use your camera please ask at ESYA Reception. We do operate adult only swim times occasionally during the week, please see ESYA Reception for these times.

Should a guest wish to take part in a fitness class a charge will be applied and we require 24 hours notice of a cancellation. We do charge for any cancellations of less than 24 hours and no shows. All Leisure Club rules must be adhered to at all times when using the facilities, a full list of rules can be found behind Reception.

We have two all weather tennis courts and an eight hole pitch and putt. We reserve the right to close these facilities at any time should we deem it necessary and we will provide as much notice as possible for these closures. No refunds will be given in this instance.

We have two children’s play areas and we ask that children are supervised at all times when using this. Retallack Holiday Ltd accepts no liability for any accidents caused during the use of these facilities. Any child using the zip wire must be accompanied by an adult.

Security of your property
Please take note of the following points:
• Please lock all vehicles parked on our property.
• All valuables left in vehicles / lockers at the owners risk.
• Retallack Holidays Ltd accepts no liability for any accident, loss or damage to your property.

Rubbish
We ask that guests deposit all their refuse and recycling in the recycling centre based by the main carpark.  Please ensure that you use the correct section for the appropriate kind of refuse you are disposing.  Alternatively, we can collect your rubbish and recycling from your property if left outside in the bins provided, collection days are Monday, Wednesday and Friday. 

Watersports 
We request full payment at the time of booking, we are unable to book a session without taking full payment for this. 48 hours notice of cancellation – should we not receive notification of a cancellation no refund will be given. 48 hours notice, or more, of a cancellation, can result in a refund or a date/time change for the session unless advised otherwise on booking. No alcohol/drugs to be used before or during ride, we reserve the right to refuse a client should this be the case and no refund will be given in this instance.

You are unable to ride should you have any medical condition, for example, asthma, epilepsy, any dislocations or any heart or organ disorder. We recommend you do not use the Watersports facilities during pregnancy.  Should you have a medical condition that you feel may affect your ability to partake in a session please call the Activities Booking Office on 01637 822510 and they will be more than happy to help.

Retallack Holidays Ltd accept no responsibility for injury suffered whilst you are taking part in any Watersport or if you are spectating.

CCTV is active in all areas of the Resort. 
Supplied within each Watersport session will be wetsuits, instruction, changing rooms, hot & cold showers and the relevant safety equipment. We do not supply sunscreen, rehydration drinks or towels. Clients are allowed to bring own wetsuits, however, if the management or instructors deem the wetsuit unsafe or could damage the ride the client will be unable to wear these during the sessions.  All clients must bring their own towels should they require them.

All jewellery must be removed before using any of the Watersport facilites.  Retallack Holidays Ltd take no responsibility for any jewellery lost.  Lockers are provided and these are £1 coin operated lockers, and you will receive this coin back at the end of the usage of the locker.

We reserve the right to refuse any clients who show any offensive or abusive behaviour towards our staff.  No refund will be given in this instance. 

In the event of any severe weather conditions we reserve the right to cancel any sessions booked.  In this instance, we can either provide a refund or alter the session date/time. 

Everybody who takes part in any Watersport activities must sign a disclaimer prior to the session, anybody under the age of 18 must have a parent/guardian present to sign this disclaimer.
A £1.50 booking fee applies to each booking made.

Restaurant 
It is advisable to reserve tables in advance to avoid any disappointment.  Cancellations are required at least four hours prior to the reservation.  On booking please advise of any allergies/dietary requirements. We reserve the right to close the restaurant and lounge, or have private parties within the restaurant/bar area/lounge.

Spa
It is advisable to book any spa treatments you wish to have during your stay to avoid any disappointment.  We are unable to guarantee appointments will be available should you not book prior to your arrival.  Should you turn up late to a treatment we are unable to extend the treatment time so the displayed treatment time will be affected.  No refunds will be given in this instance. Should you need to cancel a spa treatment you must provide us with 24 hours notice to do so, failure to cancel within 24 hours of the appointment will result in you being charged the full balance for your treatment. Retallack Holidays Ltd reserves the right to review our prices at any time without prior notification.  Any treatments already booked will not be affected by any price increases made.

Electric Cars

If you wish to bring your electric car, there will be an additional charge of £15 to cover charging of the vehicle for the duration of your stay at Retallack Holidays Ltd.

Minimum Ages

For any bookings to stay in either our apartments or lodges, there must be at least one adult aged over 18.

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