Booking Terms And Conditions

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.

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

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/Property types 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.

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 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.

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. 

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.   

Our open plan Lakeside Apartments sleep a maximum of 2 adults and 1 infant under the age of 3 in a travel cot. Should you require a travel cot, please ensure you mention at time of booking as our baby friendly apartments are sold on a first come first served basis. Any guests over and above those stated (2 adults and 1 infant under 3), will be refused access to the accommodation and your whole booking may be forfeited.

Late Checkouts
All late check-outs will be charged £50 per half hour on any checkouts past the allocated time.

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.

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.

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.

All dogs must be added to your holiday reservation at the time of booking, if you arrive at the Resort with a dog without making the reservations team aware you will be charged £40 per dog plus an additional fee of £50, some of our lodges do not accept dogs and should you arrive into one of these lodges with a dog, you may be turned away from the Resort without a refund.

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.  

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.

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.

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. 

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.

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.

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.