Retallack Resort and Spa Terms and Conditions
When you book a holiday, a contract is made when your booking is confirmed by Retallack Holiday Lettings ltd. The contract is with Retallack Holiday Lettings ltd as agent of the owner of the accommodation 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 payment 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 Holiday Lettings ltd, and posted to :
Retallack Holiday Lettings ltd
St Columb Major
Booking Forms & Any Other Correspondence
Posted to the address above
Faxed to: 01637 889479
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. We are unable to accept payment from anybody other than the person who makes the original booking. We can only take 2 payments for bookings, the original deposit and the final balance, any bookings made with less than 8 weeks to arrival we will only accept one payment for the total balance.
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.
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.
Once booked we cannot guarantee that we will be able to amend your booking whether it be to another date or another lodge. This amendment will be at the discretion of the reservations manager and may be subject to a fee.
All cancellations must be sent in writing and will be effective on the date which they are received by Retallack Holiday Lettings ltd.
Cancellation charges are payable as follows:
Period before arrival Retallack Holiday Lettings ltd is notified. Percentage of total cost payable
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
Please sign the declaration 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. Our kids academy will run during our peak times and school holidays only. We do have classes for younger children during these times but we accept no liability should these classes be cancelled, however, we will provide as much notice as possible. 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.
• 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 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.
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. Please note that if you have an internet bank then the pre-auth may display as a debit & then a credit rather than just being held within the account. 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 house. 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.
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.
Occupancy shall be from 4.00 pm on the day of arrival, subject to unavoidable delays, to 10.00 am on the day of departure. We are unable to guarantee an early check in, even where your travel arrangements result in you arriving on the resort prior to 4pm. You are more than welcome to use the facilities on site either side of these times. Some of our houses have hot tubs and there are some regulations which must be followed in these houses. We request that you do not tamper with any of the electrical 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. We apologise for any inconvenience caused. Hot tubs are not to be used after midnight. Each house will have 2 dressing gowns in, any additional dressing gowns required will be charged at £5 per robe. All of the houses have BBQs, you will need to purchase a disposable BBQ from the shop at The Loop and these are to be placed on top of the BBQ should you wish to use it. Although we are a 5* resort we do have some property which has not been officially rated, we have carried out an internal rating for your guidance. Our Wadebridge and Treyarnon properties are our value accommodation and we have internally rated these as 4*.
The layout of the houses varies, should you have a specific requirement for the bedrooms in the house which you have booked please let reception know at your earliest convenience, we are unable to guarantee a change in layout and any changes incur a £20 charge per bed changed, when paying £20 to change a bed from a twin to a double this will also include 2 dressing gowns for that room. In each house we provide 2 dressing gowns as standard and any extra will be £5 each. The layout as standard is;
6 bed – First floor: one super king double & one twin. Second Floor: one super king double and three twins.
4 Bed – Ground floor: One super king double & one twin. First floor: One super king double and one twin. In our Wadebridge properties occasionally the twin bedroom will be in the form of a bunk bed with a double on the bottom and a single on the top.
2 bed – First floor: One super king double and One Twin.
There is a parking space next to each house for a minimum of 1 car. We are unable to guarantee a position on the resort, we can allocate you into a property that you request and we will do our utmost to ensure that you have the property that you require. Should you book 2 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, unless explained otherwise by reservations, the payment for any calls made using this phone are the responsibility of the hirer.
The price of your accommodation also includes the use of our gym, sauna, steam room, swimming pool, 9 hole pitch & putt golf course, 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, Any drinks in the bar, food in the restaurant or any Flowrider sessions
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. These prices are for 1.5MB connection. We now offer a high speed internet connection, 10MB, and the prices for this are 1 Day - £10.00, 3 Day - £18.00, 7 Day - £25.00. All internet codes accessed must be charged to the house as opposed to paying for them at reception.
A charge of £40 is applied for each dog, up to a maximum of 2 dogs per house. 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. We reserve the right to charge for additional dogs in the house during your stay, or upon your departure, should we not be made aware prior to arrival.
Most of our properties allow dogs unless requested specifically for a pet free property. 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'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, Alsatians, Dobermans & rottweilers 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 house 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 house and can result in a fine.
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.
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. As we continue to improve our resort and resort facilities there may be some development work being carried out during your stay, in various areas of the resort. 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.
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. no refunds will be given in this instance. We reserve the right to amend your reservation into alternative properties, sometimes more than 1 property and to a different standard, should we deem it necessary. We will notify you of any changes and our reasons for this at your earliest convenience. No compensation will be paid in this instance.
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.
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.
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 a charge of £10 per week, again these would need to be booked in advance to avoid disappointment. We cannot accept any liability for the stair gates. Due to health & safety these stairgates would need to be fitted by the hirer.
We have various properties on the resort which are ‘baby houses’ and these are inclusive of all baby equipment which includes a cot, high chair, stairgates, baby bath, changing mat, potty, safe step, training seat, steralising unit and socket protectors. These houses are on a first come first served basis and we cannot guarantee these houses. Should you be unable to book a ‘baby house’ you would be required to pay for the hire of any additional items.
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, aged over 18, when using the swimming pool. If children are aged 6 or above they must use their respective changing rooms. Alternatively we have a family changing room available to use. 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 reception. We do operate adult only swim times occasionally during the week, please see 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 2 all weather tennis courts and a 9 hole pitch and putt golf course. We reserve the right to close these facilities at any time should we deem it necessary, we will provide as much notice as possible for these closures. No refunds will be given in this instance. We have a children's play area and we ask that children are supervised at all times when using this. Retallack Resort accepts no liability for any accidents caused during the use of this area. Any child using the zip wire must be accompanied by an adult. Retallack Resort accepts no liability for any accidents caused during the use of this area. Children under the age of 16 are not allowed in the gym or studio. During Aqua aerobics our swimming pool will be closed, aqua aerobics is held on a Monday & Thursday morning from 9.30am to 10.15am and Wednesday from 12pm to 12.45pm. You will require your leisure passes to use any of the leisure facilities, we will be unable to allow entry into the facilities, or provide you with a locker key, should you not have your leisure pass with you. We require 1 leisure pass per person/locker, we also have £1 coin operated lockers. Upon check in we will provide each adult in the party with a guest 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 passes will result in a charge of £5 per pass being applied.
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.
We ask that guests deposit all their refuse and recycling in the recycling centre. 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, collection days are Tuesday and Thursday.
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 Flowrider during pregnancy. Should you have a medical condition that you feel wouldn’t affect your ability to partake in a session please call the Flowrider team and they will be more than happy to help.
The Flowrider is a safe but physical activity. Retallack Resort and Spa accept no responsibility for injury suffered whilst you are taking part in a Flowrider session or if you are spectating.
There is a live streaming of the Flowrider on our website www.retallackresort.co.uk , all clients must be informed of this.
The sessions are an hour with a maximum of 10 clients, a minimum of 4, in each hour session. Hour sessions can be booked for specific private functions or corporate events. Supplied within this session will be wetsuits, instruction, changing rooms, hot & cold showers and the boards. 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.
During ‘peak’ season specific children’s sessions will be run at set times and information will be given on these times upon booking. Children’s ages range from 5 years up to 12 years. Anybody under the age of 5 would be unable to partake in any session on our Flowrider.
All jewellery must be removed before entering the ride. Retallack Resort and Spa and the Flowrider team take no responsibility for any jewellery lost. Lockers are provided in the Flowrider building 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.
A hot tub is available at the Flowrider building, occasionally this needs to be drained and cleaned due to health & safety so we are unable to guarantee the use of the hot tub during your session. Should the hot tub be unavailable no refund/discount will be given.
During ‘peak’ season Flowrider opening hours may vary to those of ‘off peak’ times.
In the event of any severe weather conditions we reserve the right to switch off the machine and cancel any sessions booked. In this instance we can either provide a refund or alter the session date/time.
Everybody who uses the Flowrider must sign a disclaimer prior to the session, anybody under the age of 18 must have a parent/guardian present to sign this disclaimer.
It is advisable to reserve tables in advance to avoid any disappointment. Cancellations are required at least 4 hours prior to the reservation. On booking please advise of any allergies/dietary requirements.
We reserve the right to close the restaurant, or have private parties within the restaurant/bar area.
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 beauty 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 Resort and Spa 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.
Single Sex Parties
Please note - although we allow hen parties we do not accept stag parties or groups of single sex male parties. Any bookings made for this type of party will not be allowed to stay on the resort. We apologise for any inconvenience caused. Should any party be turned away on check in due to not making us aware that they are a male single sex party no refunds will be available.