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Booking and cancellation policy


1. Reservation and payment

Cottages can be reserved by Koli Spa Lotus & Cottages online booking system with the payment by credit card. Payment has to be made at the same time with booking. www.kolispa.fi.

Reservations can be made only by adults, over the age of 18 years. In the case of accommodation reservation by adult for the minor, adult person is responsible for the reserved accommodation for the minor. Minor client, who is traveling without adults, must have a document from the responsible for  him adult, where must be presented the name, date of birth, booking period and phone number of responsible person. 

2. Arrivals & Departures
The cottage is available to guests from 4.00 pm on day of arrival and must be vacated by 12:00 am on day of departure. When rental period is one week, the changeover day is usually Saturday.


3. Cancellation and non-arrival terms
Terms of cancellation
You must always inform about cancellation to Koli Spa Lotus & Cottages info by phone +358 44 7900 070 (Mon. - Fri. 9.00 - 17.00) or by email: info@kolispa.fi. The booking cancellation comes into force from the moment of receipt information in Koli Spa Lotus & Cottages Info. Failure to pay a booking is not a cancellation. Koli Spa Lotus & Cottages has the right to cancel the booking if payment is not made within the stipulated period.

In cases of cancellation or changing of booking:
Cottages, which are reserved for the season B and C (low season):
If you cancel or change your booking more than 14 days prior your arrival date, compensation is not charged. In case of cancellation or change of booking less than 14 days before the arrival time or in case of client not-show, we will charge the full price of the booking.

Cottages, reserved for the high season, including A, A * and A + seasons / special conditions:
High season: Christmas, Easter, Midsummer fest, ski holidays, autumn holiday, sports and cultural events on Koli and winter holidays in Russia (30.12.-10.01). Attention: New Year and Orthodox Christmas (Russian) should be reserved on certain special conditions. Zander Port Oy have the right to do changes to the list.

Special conditions on the high season:
In case of booking cancellation or change more than 30 days prior arrival date, the advance payment will be refunded within 30 days from the date of booking cancellation. In case of cancellation or change later than 30 days or in case of client non-arrival, we will charge the full price of the booking.


New Years and Russian Orthodox Christmases booking special conditions:
A booked accommodation for the New Year and Orthodox Christmas has to be paid as follows: advance payment - 20% of the cottage rent within 14 days after booking, and the final amount until 30 of September. In case of booking cancellation or change before 30 of September, the advance payment will be refunded within 30 days from the date of booking cancellation. In case of cancellation or change of booking after 30 of September or in case of client´s non-arrival, we will charge the full price of the booking. Koli Spa Lotus & Cottages has the right to cancel the booking if payment is not made within the stipulated period.


The client has the right to cancel his booking:
Despite the aforesaid, the client has the right to get a refund from the Koli Spa Lotus & Cottages, except for office expenses, in cases where clients or a close member of his / her family falls ill, has an accident or dies. The client has to provide Koli Spa Lotus & Cottages supporting documents, such as a medical certificate or other official document.


If the cancellation occurs less than 48 hours before arrival, the amount paid is not refundable.
If the customer changes the booking conditions or the date of arrival / departure, it is considered as booking cancellation and making a new booking.
If the customer has already arrived and settled in the cottage and after all decided to check out earlier, money is not refunded.


4. Key delivery and cleaning
When leaving the cottage, check that the windows and doors are closed and locked. Accidents or damages caused for the reason that customer for example left open doors or windows, not turned off the sauna or not put out a fireplace, are the responsibility of the customer. To get the key you need a four-digit code that you’ll receive by email after full booking payment. You’ll find the key from the key box beside the door of the apartment. Code box is mechanical. Open first the black flap down and dial the code you have received. Push then down the small black button on the left side of the box and at the same time with other hand open the small door of the code box. Key is inside that box.

When you come into the cottage, insert the card attached to the key in a small electronic unit on the wall, which is located in a small corridor between the entrance doors. After that you can turn the light in cottage. When leaving the cottage, the key should be removed in the safe and code be mixed. In case of loss or breaking a lock or key client has to pay a compensation fee 250 euro.
In cases, when the Koli Spa Lotus & Cottages personnel have to come by the customers call or for any other reason caused by the customer from 8 pm till 9 am (for example, loss of the key), then the compensation on weekdays will be 50 euro/hour (+ VAT), on Sundays and holidays of 100 euro/hour (+ VAT) + transport costs.


Cleaning
Purchasing of final cleaning is required, but the customer is responsible for maintaining the cleanliness of the cottage during his/her stay in it. Final cleaning is not included in the price of the cottage. It must be ordered separately. Final cleaning implies that the customer must leave the cottage in the same condition in which it was at his arrival. All the accessories and furniture must be intact and on their places. Courtyard and cottages terrace must also be clean.
• Please put the dishes into dishwasher and switch it on.
• Empty the trash bins.
• Clean the grill if you have used it (clean the grill when it is hot but throw away the coals when they are already cold)

If the above conditions are not fulfilled and will need to connect the Koli Spa Lotus & Cottages staff, the customer will be charged a service fee - 50 euro / hour.
In case customer haven´t ordered the final cleaning and the cottage has not been cleaned at the end of the rental period, the owner has the right to charge a cleaning fee 100 euro.


5. Damages
The customer is responsible for the safety of the cottages furniture at the time of rental accommodation. The customer is obligated to pay for any damage caused Zander Port Ltd / Koli Lotus Spa & Cottages.


6. Number of guests
The holiday cottage may not be used by more people than specified in the holiday cottage description. The number of overnight guests is determined by the number of beds. If the number of beds holiday cottage description is 4 + 2, there are four beds for adults and two additional beds (a sofa bed in second floor living room or 2 mattresses in loft) in the cottage. For additional unregistered guests, Zander Port Ltd may request compensation - 25 EUR / person / day. The use of tents, caravans and mobile homes on the area of holiday village is prohibited without the permission of Zander Port Ltd. The company has the right to demand compensation for the unauthorized occupation of the territory in the amount of 100 €, and ask immediately leave the area of holiday village.


7. Complaints
Claims or complaints must be addressed directly to the office of Koli Spa Lotus & Cottages by phone +358 44 7900 070 or by email: info@kolispa.fi


8. Smoking
Smoking is strictly prohibited in the cottages! For unauthorized smoking in the cottage customer has to pay compensation - 300 € (airing / cleaning).


9. Pets
Accommodation in a cottage with pets is allowed by preliminary request. You have to inform about this administration of the Koli Spa Lotus & Cottages by phone +358 44 7900 070 or email: info@kolispa.fi. We take payment for taking pets to the holiday cottage 25 €/night/pet. If accommodation is 2 -7 days, payment is 50 euro. Pets´ litter must be removed from the surroundings of cottages. For taking a pet without permission you have to pay an extra 100 €/pet/day. Koli Spa Lotus & Cottages is not responsible for the occurrence of health problems or allergic reactions to the smell of smoke or pets.

10. The cottages price included
The normally price of cottages includes free use of the holiday cottage, sauna and boat. All cottages are furnished and equipped with cleaning equipment, tableware and cooking utensils. Electricity and firewood for heating are included in the price. The price includes also detergents for cleaning and washing machine, dish soap, toilet paper and paper towels. Customers can bring their own bed linen or may order it additionally when booking cottage. Bed linen set includes sheet, pillow cases, duvet cover, hand towel and bath towel. The use of bed without bed linen is prohibited.
Final cleaning is not included in the rental price. We require customers ordering the final cleaning in companies office or on its website.
In addition to the above conditions Koli Spa Lotus & Cottages complies with the general requirements of the booking conditions of the Association for services in accommodation and food Mara.