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All You Need To Know
In order to fully enjoy your holiday with Lace Holidays, we recommend that you peruse the following additional information presented below, prior to your arrival.
Arrival & Departure Times
Your accommodation is available from 12pm at Mountain Retreat. We are happy to welcome you to the Mountain Retreat earlier and when your accommodation is ready, you may move in. In order for us to prepare for our next guests, we do ask that you vacate your accommodation by 10am on your day of departure. If your room is not vacated by this time, we reserve the right to charge for an additional night's stay.
Late Arrivals
If you expect to arrive after 6.30pm on the first day of your stay, please let the Mountain Retreat know so that we can make arrangements for you to collect your keys. Unless you notify us in advance you must claim your accommodation by 8am on the day after your holiday was due to start otherwise we will treat your booking as cancelled.
Single-Sex Bookings
All-male or all-female parties are accepted only at the company's discretion.
What You Need To Bring?
We provide towels and bed linen in all our accommodation so all you need to bring are pool towels.
Dining Arrangements
Full-board holidays: 7 night lace holidays provide breakfast and lunch and evening meal. Full-board holidays: your first meal is dinner on the day of arrival and your last meal is breakfast on the day of departure.
Special Menu Requirements
We provide vegetarian meal options. Should anyone in your party have any other dietary requirements, please let us know when you book your holiday and we will try to accommodate your needs. However, unless agreed in writing prior to your arrival, any requests cannot be guaranteed.
Special Requests
If you have any special requests regarding any aspect of your booking, please advise us when you confirm the booking and place your request in writing. Please include a telephone number in case of any query. Whilst we will try to do our best to meet special requests, no guarantee is given.
Guests with Disabilities
We are happy to provide as much advice and information as possible to people with disabilities who wish to holiday with us. It is important that you talk to us before making the booking as, for example, not all accommodation is suitable and wheelchair access is limited. It is therefore essential that you give us as much information as possible so that we can advise you and ensure that you get the most enjoyable holiday possible. All requirements must be confirmed in writing. Special requests cannot be made a condition of your booking as they are always subject to availability.
Dogs & Other Pets
For the convenience of other Guests, no pets are allowed at our property (with the exception of guide dogs and hearing dogs).
Please Take Care
Please treat the property, facilities and accommodation with respect and care so that other guests may continue to enjoy them. Accommodation will be inspected at the end of the holiday and you may be charged for any loss or damage found. We reserve the right to enter accommodation under any special circumstances or emergencies.
Lost Property
You must notify us within 24 hours of departure of any loss of personal possessions, any items found will be retained for a period of three months. If they are not claimed within this period, they will be disposed of at our discretion. As a company, we take no responsibility for personal belongings left in your accommodation.
Security
Please note the company cannot take responsibility for valuables left in accommodation or in vehicles during your absence. We have facilities for you to leave valuables with us behind reception. Whilst we provide free parking, vehicles are parked entirely at owner's risk and we accept no liability for loss or damage to vehicles that are parked on company property.
Unreasonable Behaviour
For the convenience of our guests, we reserve the right to terminate a holiday without compensation, where the unreasonable behaviour of persons named on the confirmation paperwork or their guests might impair the enjoyment, comfort or health and safety of other guests and our staff. Definition of unreasonable behaviour is solely at the discretion of the management.
Infectious Diseases
Infectious or contagious diseases could easily be passed on to other guests while on holiday. You must inform reception should you contract any such illness while either travelling to or during your holiday. In order to protect our guests and staff, anyone found to have such a condition might be confined or requested to leave the accommodation without compensation.
Smoking Policy
Please note that for 2007 ALL ACCOMMODATION at Mountain Retreat an has been designated NO SMOKING!
Smoking in public areas is permitted at this time..
Prices
We guarantee that the price of your holiday will be agreed and shown on your Holiday Booking Confirmation for your party size, and for the accommodation you choose, plus any supplements and cancellation cover chosen. We reserve the right to increase prices only where there is an increase in Value Added Tax or any other tax applicable to your holiday. Please note that all prices shown are inclusive of VAT at the rate of 17.5%.
Availability of Facilities
The operation of the company is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their Codes of Practice in Bulgaria. We accordingly reserve the right to adjust our services in order to meet these standards. It is possible that in some circumstances accommodation or a facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in Governmental Legislation, or any other factors outside our control. We reserve the right to make such alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should any changes occur, we will advise of these changes where made prior to booking and will use reasonable endeavours to advise guests already booked of any changes made.
Brochure Accuracy
We take care to ensure that the details of this brochure are accurate at the time of printing. Photographs are intended for guidance only. Layout plans and artist's impressions are illustrative. This brochure is printed well in advance of your holiday; facilities are correct at time of going to press but may change. Some facilities may not always be available due to maintenance, insufficient holidaymakers, unfavourable weather or other conditions. When we know of any important or permanent changes relevant to your holiday we shall pass this on wherever possible. Though we endeavour to ensure accuracy in our pricing and offers, we reserve the right to amend any inaccuracies at the time when a reservation is made.
If You Have a Comment
If you have any comments or complaints whilst on holiday, please speak to reception immediately. In most cases, our team will be able to help you on the spot so that you can enjoy the rest of your holiday. Where this is not the case, please make sure that you record the details with the Duty Manager and write to our Customer Service Manager at the Hotel/Holiday Village in which you stayed no later than 21 days after the end of your holiday. If you feel you would like your complaint dealt with by Hollybush Head Office, please forward your complaint in writing to:
Lace Holidays Customer Services
5E Devron Court, Hinckley, Leicestershire
LE10 0XD
Please note that we cannot act on any complaint that has not been brought to the attention of the Duty Manager at the time of the incident and is not notified in writing within 21 days of the end of your holiday.
Pricing
All pricing in this brochure is presented in pounds sterling and inclusive of VAT at 17.5%.
Any Questions?
We try to ensure that this brochure has all the information you need to book the right holiday for you. Should you have any queries or special requirements not covered here, please contact us via email.
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