Terms & Conditions
1. Introduction
1.1 These terms & conditions apply between you (‘the guest’), and us, KG Retreats (‘the owner’) of the listed KG Holiday let properties on the website (‘the site’). Please read this document carefully, as it affects your legal rights.
1.2 The term “Accommodation” refers to your selected holiday let based with KG Retreats
2. Bookings are subject to the following terms & conditions:
2.1 A contract between you ‘the guest’ and the owner comes into existence when a full payment or an initial deposit is received and a booking confirmation has been issued, showing the confirmed holiday dates. It is your responsibility to ensure all members of your party accept the terms of the contract set out in these terms & conditions. Failure to disclose relevant information or to comply with these terms may lead to termination of the contract and loss of the booking.
2.2 In the unlikely event of a double-booking or accommodation becoming unavailable for any other reason, we reserve the right to offer the guest alternative dates or a full refund.
2.3 We are generally open every day of the year. Although, this may change at any point for personal circumstances.
2.4 We expect guests to treat our accommodation with the same respect that they would their own homes.
2.5 Bookings cannot be accepted from persons under 18 years of age.
2.6 We reserve the right to make reasonable amendments or additions to these terms & conditions without notice.
3. Deposit, Balance & Damage Deposits.
3.1 Rates per Accommodation and time of year vary.
3.2 The rate covers the cost of electricity, heating, water, internet etc, plus bed linen and towels. The accommodation is self-catering so guests must bring all the food & essential items they need.
3.3 An initial Non Refundable deposit of 30% is payable at the time of booking. Bookings made less than eight weeks before your arrival date must be paid in full at the time of booking.
3.4 Your balance payment should be made six weeks before the start of your holiday and your damage deposit is due ONE WEEK before the start of the holiday. You will not be sent entry details until this is paid. You will be sent automatic reminders via email. These are paid via the guest area on our website. Emails will be received from ‘Bookster’, please check your junk email if you do not receive in your inbox.
3.5 If the balance is not received by the due date, then your holiday will be treated as a cancellation, and you will remain liable for the full cost of the rental.
3.7 We reserve the right to decline a booking for any reason, or to impose additional security/damage deposit fees.
4. Check-in/out
4.1 Check-in: Accommodation is available for occupation from 4.00pm on the first day of your holiday.
4.2 Check-out: Accommodation must be vacated by 10.00am promptly on the day of departure.
5. Occupancy and general rules
5.1 No-one other than the persons named on the booking form may sleep at the accommodation. Please ensure you are inputting all guest details into the required section.
5.2 The maximum number of persons in occupation in each accommodation at any time must not exceed the amount stated on the selected holiday let.
5.3 Please do not use the bedding supplied without bed linen. If you do so, you will be charged the full cost of replacement duvets, pillows and protectors. If for any reason you require replacement bedding, please contact us asap.
5.4 Do not move furniture or soft furnishings out of the accommodation.
5.5 Please lock the doors and close the windows when you leave the property unattended, and set any alarms if the accommodation has one.
5.6 Please make sure you switch off lights and other electrical appliances when you go out.
5.7 Be sure to return your key to the key safe at the end of your stay. Lost or non returned keys will be charged at the cost of replacements to you.
5.8 Guests may under no circumstances re-let or sublet the Accommodation, even free-of-charge.
5.9 We shall not be liable for defects or malfunctions of any equipment, machinery or appliances.
5.10 No compensation will be given for any outages of electricity, water, internet connection or television/radio signal.
5.11 We do not accept children to stay at the Accommodation ‘The Nest’. Children are welcome at our other accommodations ‘Ramblers Rest’ and ‘Our Portugal Villa’, and babies & young children are allowed to stay at our 1 bed accommodations ‘The Annexe’, ‘Swallows Nest’, ‘Lake Escape’ and ‘Hook, Wine & Sinker’, with the understanding in these properties we do not provide cots or pull out beds. You are responsible for providing sleeping arrangements such as travel cots & required bedding.
5.12 Certain accommodation we believe is unsuitable for wheelchair users or others with severe disabilities. However, we would always be happy to discuss this with guests in advance of a booking.
5.13 In winter months, a few logs are supplied to get you started with the log burner.
5.15 Unlimited WiFi/internet is provided free of charge, but although every effort is made to ensure continuity of service, we cannot be held responsible for disconnection by the service provider, planned maintenance, equipment failure or other matters beyond our reasonable control.
5.16 Candles/naked flames are not allowed inside the accommodations.
5.17 We do not allow smoking or vaping inside our accommodations. Guests may smoke/vape outside, but cigarette-ends must be disposed of safely please – and only in the outside bins. Please provide your own ashtray.
5.18 Please park cars in the designated parking spaces, ensuring vehicles do not block access for others. There is space for two cars per accommodation.
5.19 No parties or events are to be held on site.
5.20 We encourage visitors to leave reviews, testimonials and general comments about their stay in our guestbook and on customer reviews websites. It should be understood that these comments may be used on our own website and/or in our social media marketing, unless the guest specifically requests that we do not do so. We request that any issues found during your stay, be brought to our attention for us to rectify before a review is left.
6. Cancellation
6.1 Cancellation by the guest must be notified in writing. If you cancel your holiday then your booking deposit is non-refundable. If you cancel the booking within 7 days of the holiday start date, the full cost is non refundable.
6.2 Once dates of booking have been confirmed in writing (including email) they can only be changed with our written agreement. Such change may incur an administration charge.
6.3 We may cancel bookings if the property becomes unavailable for reasons beyond our reasonable control, including, but not limited to, flooding, fire, significant damage, failure of utility services and weather damage. In this event we will refund in full any payments already made for your holiday. Our liability for cancellation will be limited to the return of payments made to us.
6.4 If a booking is cancelled after final payment has been received, then we will endeavour to re-let the accommodation. If we are successful in re-letting, we will refund you in full, minus a £30.00 administration and re-marketing fee.
6.5 We cannot offer refunds if guests are unable or unwilling to complete their stay. Early departure will not reduce the price of your rental.
6.6 We reserve the right to terminate a holiday without compensation where we deem that the unreasonable behaviour of the persons named on the bookings or their guests may impair the enjoyment, comfort or welfare of others.
6.7 We strongly advise that you take out travel insurance to cover the possibility of a cancellation. If you choose not to, then you accept responsibility for any losses you may incur.
7. Damages and breakages
7.1 Please treat our accommodation with due care so that other guests may continue to enjoy it. It is a condition of your holiday let that you keep the property clean and in good order.
7.2 If damage or breakages occur during your stay, we would be grateful if you could report them promptly – certainly before check-out. The accommodation will be inspected at the end of your holiday and you will be charged for any losses and/or damages.
7.3 If on arrival you notice something is missing or damaged in your accommodation, please let us know straight away so we can take appropriate action.
7.4 Breakages, damages, theft and other problems, together with any extra cleaning required if the property is left dirty, will be charged for.
7.5 We or our representatives reserve the right to enter the property at any time to undertake essential maintenance or for inspection purposes.
7.6 We cannot be held responsible for the loss of any personal belongings or valuables of guests from anywhere on the sites.
7.7 Any problem or complaint that guests may have concerning their holiday must be reported immediately to the owner and we will endeavour to put matters right. Any complaint not reported to us at the time and only reported after the guest has departed at the end of their holiday will not be considered.
8. Breach of contract
8.1 If we have reasonable concerns that the guest/s or any member of the guest’s party may be breaching these terms & conditions, then our staff or our representatives have the right to enter and inspect the property at any time.
8.2 If you commit a serious breach of these terms & conditions we have the right to terminate your booking. If you are already at the property, then we may require you to leave the site immediately.
9. Force majeure
9.1 We cannot accept liability or responsibility for any alterations, delay or cancellation or any other loss or damage caused by war, civil strife, terrorist action, industrial dispute, fire, sickness, bad weather, livestock, epidemic, act of any government or public authority, or changes imposed by re-scheduling of airlines, ferries, or any other event outside of our control.
10. Dogs
10.1 We DO NOT allow dogs to stay at our accommodation ‘ The Nest’ or ‘Our Portugal Villa’.
10.2 Well behaved dogs are welcome to stay at our ‘Rutland’ accommodations. We do ask that if your dog isn’t as well-mannered toward other dogs / people that you keep them on a lead on site and you pick up after your dog. Allowing your dog off lead on site is done so entirely at your own risk, and we take no responsibility for any matters that may arise from this.
10.3 We do not charge extra for dogs to stay with us, however if extra cleaning is required at the end of your stay due to your dog/s, then we will charge standard fee of £20 for the extra cleaning. This cost may increase should there be damage caused by your dog.
10.4 Dogs are strictly forbidden to go upstairs, on soft furnishings or the beds. Please comply with these rules as it keeps our accommodation and contents to a high standard.
10.5 Please DO NOT leave your dog/s unattended in the property or out on site at any time.
10.6 On our Rutland site, we have 4 lakes, 2 of which are not gated. Please be mindful of wildlife nesting, and do not let your dogs chase them. Dogs are NOT to be taken into the gated lakes off leash.
11. Covid-19
11.1 Firstly, and above all else, we urge ALL guests to buy appropriate travel insurance. We are not permitted to recommend individual insurers, although we understand some provide cover for Covid-19, so please conduct your own research.
11.2 In the event of a national lockdown we will offer you a transfer of dates (priced accordingly) or a full refund.
11.3 If we are required to close the site by the Government we will offer you a transfer of dates (priced accordingly) or a full refund.
11.4 We cannot offer refunds simply because you become disinclined to travel. So if you change your mind and choose not to take your holiday, then we will not offer a refund. Please refer to the section entitled Cancellation above.
11.5 We cannot offer refunds for illness, including Covid-19, personal shielding or self-isolation. This means that you must claim on your own insurance. If you do not have insurance, please refer to the section entitled Cancellation above.
11.6 Please follow all Government guidance on travel if you are unwell before arrival. KG Retreats cannot accept guests who need to isolate.
11.7 If a guest becomes unwell during their stay, we ask that they return to their main residence in line with Government guidance. Please inform us immediately therefore if anyone in your party becomes unwell or has a positive test for Covid-19 before or during your stay.
11.8 If a guest cannot reasonably return home (for example because they are not well enough to travel or do not have the means to arrange transport), their circumstances should be discussed with an appropriate healthcare professional, and if necessary the local authority. A guest who cannot travel will be liable for the additional rental for any longer period of stay, as well as any costs incurred in cancellations.
11.9 Guests should follow Government guidance on dealing with suspected or confirmed coronavirus or other epidemic infection.
11.10 Once again we urge all guests to take out adequate travel insurance.
These Terms & Conditions are for the KG Holiday lets. Short/Long term tenancies will have separate tenancies in place with T&Cs on.
12. Sauna & Wellness Session Bookings
12.1 These terms apply to all sauna, cold plunge, hot tub and wellness session bookings made through the KG Retreats website.
12.2 All sauna and wellness sessions must be paid in full at the time of booking via our secure payment system.
12.3 Private Sessions, Sauna Ice & Hot Tub Sessions and Retreat Packages are subject to confirmation. Your booking is not confirmed until you receive a confirmation email from us. We aim to respond within 24 hours.
12.4 Communal, Ladies Only, Mens Only and Social Sessions are auto-confirmed upon payment. You will receive a confirmation email immediately after booking.
Cancellation & Refunds
12.5 If you cancel more than 48 hours before your session, you will receive a full refund minus a 2% booking fee.
12.6 If you cancel within 48 hours of your session, no refund will be issued. You may request to reschedule your session providing you give at least 24 hours notice.
12.7 Rescheduling requests must be made no less than 24 hours before your session start time. Rescheduling is subject to availability and cannot be guaranteed.
12.8 If KG Retreats needs to cancel your session for any reason, we will offer you a full refund or the option to reschedule at no additional cost.
Health & Safety
12.9 All guests must read our sauna safety information in full before attending their session. A link to this information is included in your booking confirmation email.
12.10 By completing a booking you confirm that you have read and understood our safety guidelines and that you and all members of your group are fit to participate.
12.11 Guests must not use the sauna, cold plunge or hot tub if they are pregnant, have a heart condition, high or low blood pressure, or are taking medication that affects heart rate or blood pressure. If in doubt, please consult your GP before booking.
12.12 Guests must not use the facilities if they have consumed alcohol prior to their session.
12.13 Children under 16 are not permitted to use the sauna, cold plunge or hot tub.
12.14 KG Retreats reserves the right to refuse access to any guest who appears unwell, intoxicated, or who poses a risk to themselves or others.
12.15 Guests use all facilities at their own risk. KG Retreats accepts no liability for any injury, loss or damage arising from the use of sauna, cold plunge or hot tub facilities, except where such liability cannot be excluded by law.