Reservation terms & conditions and guidelines

 

1.  OWNER AND LANDLORD
2.  RESEVATIONS AND PAYMENT
3.  PAYMENT SERVICE PROVIDER
4.  DRIVING DIRECTIONS AND OPENING HOURS
5.  ARRIVAL AND CHECK-OUT
6.  RESIDENCE AND EQUIPMENT
7.  SMOKING AND PETS
8.  THE NUMBER OF PEOPLE
9.  COMPENSATION FOR DAMAGES
10.  POSSIBLE COMPLAINTS
11.  CANCELLATIONS
11.1.  Payment by arrival -reservations of one premise (excluding Villa Aava)
11.2.  Prepaid, group reservations and Villa Aava
11.3.  Individual activity bookings and family sauna bookings
11.4.  Gift cards- and serial cards
11.5.  Rights of Santalahti to reservation cancellation
12. PROTECTION AND MAINTENANCE OF CUSTOMER INFORMATION
13. SANTALAHTI GIFT CARDS AND SERIES CARDS FROM SANTALAHTI WEBSHOP

 

1. OWNER AND LANDLORD

Santalahti Resort Oy (0961304–9)
Santalahdentie 150
48310 Kotka
+358 5 260 5055
info@santalahti.fi
www.santalahti.fi

We serve in both Finnish and English.

Santalahti Resort (later referred to as the Santalahti) will comply with the following terms and conditions, concerning the reservation and cancellation of accommodations, services and rentals:

 

2. RESERVATIONS AND PAYMENT

At online booking the customer will pay the entire fee at once when booking, or can choose that the payment is due upon arrival (payment upon arrival capacity is limited). After the reservation is completed, the customer will receive a confirmation of the reservation via e-mail including the online rental terms and conditions and guidelines for customers. In addition, the customer will receive a receipt of the payment if the payment was done when booking.
Reservations made by phone or e-mail are paid by the customer in total amount by an invoice beforehand or by the latest at check-in when arriving to Santalahti.
Group accommodation reservations are usually charged beforehand partially or in its entirety.
Reservations for accommodations or meetings/events under the age of 18, must provide the guardian’s approval and contact details for the booking.

The security deposit: Santalahti Resort reserves the right to pre-authorize credit cards prior to check-in. The security deposit covers additional cleaning costs as well as possible damage to the goods. The security deposit will be refunded upon check-out providing Santalahti Resort has no reason to charge this amount in partially or in its entirety. Security deposit is 50% of the price of the accommodation.

Travel agency: 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 by the latest 30 days before arrival.

 

3. PAYMENT SERVICE PROVIDER

Payment service provider and operator is Paytrail Plc (2122839-7) in co-operation with Finnish banks and credit institutions. Paytrail Corporation is displayed payee’s account statement or card invoice and forwards the payment to the merchant. Paytrail corporation has a payment institution license. In reclamations, we ask you to contact the product vendor. Paytrail Corporation, business identity code: 2122839-7, Innova 2, Lutakko Square 7, 40100 Jyväskylä, Finland
Phone: +358 207 181830 www.paytrail.com
Online banks:
The payment brokerage service related to online bank payments is implemented by Paytrail Oyj (2122839-7) in cooperation with Finnish banks and credit institutions. The user’s service works just like traditional online payment.

 

4. DRIVING DIRECTIONS AND OPENING HOURS

Driving direction maps and the Santalahti opening hours can be found on the Santalahti web pages www.santalahti.fi.

 

5. ARRIVAL AND CHECK-OUT

The keys are handed to the customer upon showing the email reservation confirmation at check-in. Customer pays the entire fee in total amount with invoice in advance or by latest upon arrival at the reception.
During rental periods outside the summer season, when the reception is not open around the clock, the keys can be handed over by agreement.

Accommodation arrival / check-in times:

  • Holiday cottages, Santa Glass Villas and Villa Aava from 3 p.m.
  • Luxury apartments from 5 p.m.
  • Tree accommodation and camping places, from 12 p.m.

Customers need to inform Santalahti in advance in case arrival time is later than 6 p.m. In case late arrival with unpaid reservation has not been informed in advance, Santalahti has a right to rent the property forward.

Check out:

  • Cottages and luxury aparments by 12 p.m. on the day of departure
  • Villa Aava and Santa Glass Villas by 11 p.m. on the day of departure
  • Tree accommodation and camping places by 12 p.m. on the day of departure

The keys are to be returned to the reception of Santalahti. At the end of the rental period the customer must make sure that the resort’s items are in place, any garbage has been taken out to the dumpster, the lights are switched off, the windows are closed and all of the doors are locked. Detailed guidelines concerning check-out can be found in cottage folder.

 

6. RESIDENCE AND EQUIPMENT

Detailed descriptions of the properties’ equipment is available on the Santalahti web page www.santalahti.fi.
During the holiday rental period, the customer is personally responsible for any cleaning tasks.
A cleaning service is also possible against payment ordered separately.
Silence in Santalahti area between 22:00-07:00. Disturbing behaviour at any time is prohibited and Santalahti has the right to evict such customers without refunding the payment.
The charges collected for opening doors is 0€ when the reception is open, and 50 € at other times. 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.

 

7. SMOKING AND PETS

Smoking is prohibited inside all premises at all times. In the event of unauthorized smoking inside the premises, a fixed charge of 500 € will be collected and in addition, the rental cost (according to the price list) of the premises in question will continue to be collected until the smell of the tobacco has been removed.
Pets are permitted, but the customer must ensure that the pets do not dirty or damage the premises. Pets are not allowed to go on beds or sofas of the premises.
Santalahti is not responsible for allergies, e.g. problems caused to guests as a result of any possible smoking or animal dander etc.

 

8. THE NUMBER OF PEOPLE

The number of beds available at the premises also refer to the maximum amount of people who are allowed to stay at the premises. The use of a tent or other accommodation in the grounds of the premises are prohibited.

 

9. COMPENSATION FOR DAMAGES

The customer is obliged to compensate any damages caused to the Santalahti premises 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 rented premises must be informed immediately to Santalahti and thus give Santalahti an opportunity to remedy the situation.
If the matter is not corrected, the customer should give a written complaint to Santalahti. This must be done within one month of the end of the reservation period.
If the customer and Santalahti are unable to come to an agreement, the customer can refer the matter to the Consumer Complaint Board for further handling. Possible trials and/or legal proceedings are carried out in Finland and if possible at the district court of Kymenlaakso.

 

11. CANCELLATIONS

All cancellations must be made in written in Finnish or in English to Santalahti by e-mail to address info@santalahti.fi. Santalahti will confirm cancellation by e-mail. Cancellation is accepted when Santalahti has confirmed the cancellation. An unpaid invoice is not a cancellation. Changing the reservation is also interpreted as a cancellation.
All cancellations are interpreted by the cancellation terms above whatever the cause may be. We recommend travel insurance for our customers to cover cases of illness or accidents.
In foreign payments possible bank fees will be cut down from refundable sum.

11.1 Payment by arrival -reservations of one premise (excluding Villa Aava)

Cancellation of 1-6 night reservations

Santalahti charges the agreed amount

  • Cancellation more than 7 days to the beginning of reservation – No charges
  • Cancellation 7-2 days to the beginning of reservation – 50 %
  • Cancellation less than 2 days to the beginning of the reservation – 100 %

Cancellation of over 6 night reservations

Santalahti charges the agreed amount

  • Cancellation more than 28 days to the beginning of reservation – No charges
  • Cancellation 28-14 days to the beginning of reservation – 50 %
  • Cancellation less than 14 days to the beginning of reservation – 100 %

11.2 Prepaid, group reservations and Villa Aava

Santalahti charges the agreed amount

  • Cancellation more than 28 days to the beginning of the reservation – No charges / from prepaid reservations 10 % of total price + 30 € delivery charge
  • Cancellation 28-14 days to the beginning of the reservation – 50 %
  • Cancellation less then 14 days to the beginning of the reservation – 100 %

Group reservation = more then one permises and/or one of the following: cave sauna world, VIP-sauna reservation, meeting / event reservations, catering reservation and program service reservation.

11.3 Individual activity bookings and family sauna bookings

The customer has the opportunity to cancel or transfer an individual reservation for a family sauna, activity or rental equipment free of charge no later than 14:00 on the previous day. Cancellation or change to reservation must be done by e-mail info@santalahti.fi.
There is no charge for the transfer of prepaid reservations if the pricing is the same. Transfer is possible for maximum of 7 days from the original booking date. Refunds will incur a € 30 processing fee.

11.4 Gift cards- and serial cards

The buyer of a gift or serial card has the right to cancel the gift card order made through the seller’s online store free of charge within 14 days of the buyer’s receipt of the gift card. Any postage will not be refunded. However, there is no right to a refund if the gift card has already been used. The buyer must return the gift card upon cancellation of the order. Unused gift cards will not be exchanged for cash.

11.5 Rights of Santalahti to reservation cancellation

If the customer has not payed the invoice by due date Santalahti has the right to cancel the reservation.
In the case of a force majeure, Santalahti may dissolve the agreement. Santalahti is obligated to inform the customer immediately. In that case the customer is entitled to obtain the total amount of their paid rent from Santalahti.
Santalahti is not responsible for any errors found in their brochures / website. We reserve the right to make changes after the printing of brochures and the updating of the website.

 

12. PROTECTION AND MAINTENANCE OF CUSTOMER INFORMATION

Santalahti protects all customer information. Information of customers is kept by maximum three (3) years. The professional confidentiality of staff at Santalahti covers all customer information. Santalahti does not give out the contact information of the customers.

The receiver of the gift can choose time and date best suited for oneself. If you’re not exactly sure what kind of gift would delight the receiver, choosing a gift card with the wanted amount of money would be a safe bet. That way the receiver can choose which exprience to spend it on. The gift card and the serial card are valid for 1 year from the date of purchase.

 

13. SANTALAHTI GIFT CARDS AND SERIES CARDS FROM SANTALAHTI WEBSHOP

Confirmation of booking

The confirmation of purchase will be sent to your e-mail.From the confirmation e-mail you can access directly the ordered gift card. You can print or send the PDF gift card/serial card to your e-mail.

Print a gift card for a friend

You can also download/print onto the gift card a little greeting of your own with amount of choice. Please, include the item number found next to the QR-code. You can also purchase gift card from Santalahti Resort reception.

Open / download gift card pdf #1
Open / download gift card pdf #2

Redeem the serial card

The serial card will be redeemed from the Santalahti Resort reception by showing the PDF- attachement of the confirmation of your purchase.

Gift-/serial card terms and conditions

The buyer of the gift/serial card has the right to cancel the order made through the seller’s website without extra expenses within 14 days of the purchasing date. This only applies to unused cards. Unused cards or parts of them will not be exchanged for money.
However, there is no right of cancellation/return if the card has been purchased elsewhere than in an online store or if the gift card has already been used.

Payment of the reservation with a gift card

While booking/paying with a gift card you’ll need the gift card’s item number (found in order confirmation next to the QR-code)

 

Santalahti is not responsible for possible errors in printed products or the internet, and we reserve the right to make changes.