TERMS AND CONDITIONS AND GUIDELINES FOR CUSTOMERS
Telephone-, email- and walk-in reservations
Owner and landlord:
Lomakylä Santalahti (Holiday Village Santalahti)
Santalomat Oy
Santalahdentie 150
48310 Kotka
Tel: +358 (0)5 260 5055
info@santalahti.fi
www.santalahti.fi
Business ID 096 1304-9
We serve in both Finnish and English.
1. Reservation and cancellation terms and conditions
Holiday Village Santalahti (later referred to as the holiday resort) will comply with the following terms and conditions, concerning the reservation and cancellation of holiday cottages, apartments and villas.
2. Reservations and payment
Customer pays the entire fee at one time with invoice in advance or latest on arrival at the reception.
Midsummer festival, Maritime festival, Christmas and New Year reservations should be paid in advance with invoice. Also longer than one week reservations should be paid in advance.
For travel agency reservations booking fee is 20 % of the total price. Booking fee must be paid immediately after the reservation. Booking fee is not refunded. Final payment must be paid latest 30 days before arrival.
3. Driving directions and opening hours
Driving direction maps and the Santalahti opening hours can be found on the Santalahti web pages.
4. Arrival
The keys are handed over to the customer in advance, at an agreed upon time. During rental periods outside the summer season, when the reception is not open around the clock, the keys can be handed over by agreement, at least 4 days prior to arrival.
Arrival times:
- Holiday cottages 16 -, 20 - and 32 m2, from 3pm onwards.
- Apartments 130 m2 and villas 138-276 m2, from 5pm onwards.
Additional guidelines for residents are attached to the hallway walls of the holiday resort.
5. Residence and equipment
Bed linen and towels are included in the rental rates of the 130 -, 138 - and 276 m2 apartments and villas. It is possible to pre-order and rent bed linen and towels for the 16 -, 20 - and 32 m2 cottages.
The rental rates include pillows, blankets, furniture, kitchenware, tableware and cutlery, toilet paper, electricity, water and firewood. More detailed descriptions of the equipment of the holiday resorts is available on the Santalahti web pages.
During the holiday rental period, the customer is personally responsible for any cleaning tasks. A cleaning service is also possible, ordered separately.
In so far as a key is misplaced or lost, the actual costs incurred as a result of changing the locks and the making of new keys will be collected from the customer. The charges collected for opening doors is 0€, when the reception is open, and 50 € at other times.
6. Departure
The keys are to be returned to the Santalahti reception by 12.00 on the day of departure.
The customer must take care, when leaving the resort, that the equipment of the location is in its correct place, any rubbish has been dealt with, the lights are switched off, the windows are closed and all of the doors are locked.
Detailed guidelines concerning departure procedures from the location are available on the wall of the hallway of the resort.
7. Smoking and pets
Smoking is prohibited inside the premises. In the event of unauthorized smoking inside the premises, a charge of 500 € will be collected and in addition, the rental cost of the holiday resort, according to the price list, will continue to be collected until the smell of the tobacco has been removed.
Pets are permitted in the resort, but the customer must ensure that the pets do not dirty or damage the premises. Pets are not allowed onto the beds or sofas.
Holiday Village Santalahti is not responsible for allergies, e.g. problems caused to customers, as a result of any possible smoking or animal dander etc.
8. The number of people
The number of beds available at the holiday resort also refers to the maximum amount of people who are allowed to stay at the location. The use of a tent or other accommodation in the grounds of the premises is prohibited.
9. Compensation for damages
The customer is obliged to pay for any damages caused to the holiday resort or its contents and damages resulting in the loss of rental income.
10. Possible complaints
All comments and complaints concerning the equipment and condition of the holiday resort must be directed immediately to the Holiday Village Santalahti. In so far as the matter is not corrected, the client may then make a written complaint to the Holiday Village Santalahti. This must be done within one month of the end of the reservation period. If the customer and Holiday Village Santalahti are unable to come to an agreement, the customer can refer the matter to the Consumer Complaint Board for further handling.
11. The rights of Holiday Village Santalahti to cancel a reservation
In the case of a force majeure, Holiday Village Santalahti may terminate an agreement. Holiday Village Santalahti is obligated to inform the customer immediately. The customer is at that time entitled to obtain the total amount of their paid rent from Holiday Village Santalahti in full.
Holiday Village Santalahti is not responsible for any errors found in their brochures / internet pages. We reserve the right to make changes after the printing of brochures and the updating of the Internet pages.
12. Cancellations
All cancellations must be made in writing in Finnish or in English (by letter, email, fax) to Holiday Village Santalahti. A cancellation will be considered to have been made, when the information has been received by Holiday Village Santalahti. In so far as a cancellation is late or is not received, the cancellation can only be accepted if the customer is able to prove that the cancellation has actually been made and sent to the right address at the right time.
We recommend that customers take out insurance to allow for the occurrences of unexpected illnesses or accidents reference.
The customer has the right to receive the rental amount that they have paid to Holiday Village Santalahti, with the exception of the 10% cancellation charge and 30€ service charge, in so far as the cancellation is due to the reason that the client or someone living in their collective economy is a victim of a sudden illness, serious accident or death. In that event, the cancellation must be notified without delay and proof must be demonstrated in a natural way (medical certificate, etc.). In so far as the cancellation occurs less than 48 hours before the start of the reservation period, or during the reservation period, the performed payment amount will not be returned to the customer.
In so far as the customer changes the holiday location or the time of the holiday, it will be regarded that the previous reservation has been cancelled and a new reservation has been made.
Conditions for cancellation
Private customers (excluded groups, company, travel agency reservations and Midsummer Festivals, Maritime Festivals, Christmas and New Year or more than 6 night reservations):
Cancellation compensation on the agreed price
| Cancellation latest 8 days before arrival | No charge |
| Cancellation 7-1 days before arrival | 50% |
| Later than at 14.00 hours on the previous day | 100 % |
Reservations for Midsummer Festivals, Kotka Maritime Festivals, Christmas, New Year and more than 6 night reservations:
Cancellation compensation on the agreed price
| Cancellation latest 29 days before arrival | No charge |
| Cancellation 28-14 days before arrival | 50% |
| Cancellation 13-0 days before arrival | 100 |
Travel agency reservations:
Cancellation compensation on the agreed price
| Cancellation more than 29 days before arrival | Booking fee is not refunded |
| Cancellation 29-14 days before arrival | 50% |
| Cancellation 13-0 days before arrival | 100% |
Booking fee is not refunded |
Groups (a reservation for meeting rooms, saunas or more than one cottage):
If cancellation concerns 50% of the group or more:
Cancellation compensation on the agreed price
| Cancellation 21 days before arrival | No charge |
| 20-14 days | 25% |
| 13-7 days | 50% |
| Less than 7 days | 90% |
If cancellation concerns less than 50% of the group:
Cancellation compensation on the agreed price
| Cancellation 14 days before arrival | No charge |
| 13-8 days | 25% |
| 7-3 days | 50% |
| Less than 3 days | 90% |
Holiday Village Santalahti is not responsible for any errors found in their brochures / internet pages. We reserve the right to make changes after the printing of brochures and the updating of the Internet pages.
