House rules

Who the rules apply to

These rules apply to everyone who stays, eats or uses the facilities of the estate, including visitors who are not staying here. By using any of our services, we take it that you have read these rules and accept them.

Please read them before you arrive. If anything is unclear, ask us: the contact details are in the page footer and on the contact page.

Booking and cancellation

Bookings are held until the time stated in the booking confirmation, on the day of arrival, and are released automatically after that moment, unless the booking is guaranteed by an advance payment. In the event of a no-show, we reserve the right to keep the value of the first night and to release the room for the remainder of the period.

Any cancellation must be sent in writing, at least 48 hours before the date of arrival, using the contact details in the page footer. Otherwise, the deposit is not refunded.

The period confirmed in the booking is a commitment on both sides. If you wish to shorten your stay after check-in, tell reception at least 24 hours before the new departure date. Where you choose to leave early, we are not obliged to refund the unused nights, but we will try to re-let the room and will consider each case on its merits.

Arrival and departure (check-in / check-out)

Rooms are handed over from 14:00, on production of an identity document, which we need in order to enter you in the guest register. Rooms must be vacated by 11:00. The same times appear in your booking confirmation.

Early arrival and late departure are possible subject to availability and are charged separately; the charges are given at reception. A stay shorter than one hotel day is charged as a full day.

Once you have vacated the room you may leave your luggage at reception, in a dedicated space, for up to 24 hours at no extra cost. Beyond that, storage charges apply. If the luggage stays in the room after the check-out time, the late check-out charge applies.

Behaviour and quiet

• Please keep the noise down, especially in the evening and at night, so as not to disturb other guests.
• We do not tolerate aggressive or uncivil behaviour, obscene conduct, insults, or any form of harassment or abuse directed at guests or at staff.
• Children remain in the care of their parents or accompanying adults at all times, everywhere on the estate. Parents, guardians and accompanying adults are responsible for the conduct of minors.
• Please do not run or play sports in reception, in the corridors or on the stairs.
• Visitors who are not staying here must identify themselves and register at reception before entering the accommodation areas; if they stay overnight, a registration form is completed and the difference in rate is paid.
• We have no strict dress code, but we do ask you to dress decently in the restaurant and in the common areas.
• Please tell reception or the restaurant staff about any allergy or food intolerance.
• Please report any fault in the plumbing, appliances or furniture as soon as possible.

What is not permitted

• Smoking, including electronic cigarettes and similar devices, indoors. Romanian law (Law 349/2002, as amended) prohibits smoking inside; we have designated areas outdoors. The rooms are fitted with detectors that set off the fire alarm, and breaking this rule attracts a cleaning charge, at the rate displayed at reception.
• Preparing or eating food in the room, and bringing food or drink from outside the estate into the restaurant, without the management’s agreement.
• Electrical appliances brought in by guests that draw a lot of power or present a fire risk: hotplates, heaters, microwave ovens, kettles and the like.
• Bringing in firearms, bladed weapons, tear gas, or flammable, explosive or toxic substances. Using or dealing in prohibited substances is punishable by law.
• Entering the kitchen, the area behind the bar or any space reserved for staff, and using the estate’s equipment without the management’s agreement.
• Nudism and any form of indecent exposure on the premises.
• Bringing onto the premises objects with a persistent, unpleasant smell.
• Flushing down the toilet anything that could damage the plumbing or the treatment plant.

Looking after the rooms and their fittings

Please treat the room and its fittings with care. The towels and the bed linen are meant for use on the body; using them to dye hair, remove make-up or clean shoes, luggage or the floor ruins them for good. Damage caused by a guest is recovered at replacement value, plus the cost of the work.

Please do not enter other rooms without our agreement. When you leave, please leave everything belonging to the room in it. Before you go, unplug the chargers of your own devices. Rubbish goes in the bins provided on the premises.

Out of concern for the environment, the linen and towels are changed every two days or on request. If you would like your towels changed, leave them on the floor or in the bath.

Access to the spa centre and the pool

Access to the pool area is permitted only with a swimming costume, clean indoor-only slippers, a towel, a robe and a swimming cap. Showering before entering the water is compulsory.

Children may enter only when accompanied at all times by an adult, who is responsible for supervising them. There is no running at the poolside and no jumping into the water. Access is not permitted to anyone under the influence of alcohol or with a contagious skin condition.

The opening hours of the leisure area and the prices for visitors who are not staying here are displayed at reception and on the Spa centre and Rates pages. Use of the sauna, the hydromassage bay, the salt room and the outdoor hot tub is at your own risk; if you have a cardiovascular or respiratory condition, or you are pregnant, consult your doctor first.

Pets

We cannot accept pets in any of the accommodation units — not in the rooms, not in the apartments, not in the suite. The rule applies to all three villas, without exception.

Please take this into account when you book. We would rather tell you now than at reception, after you have driven all the way to Vama.

Assistance dogs for people with disabilities are exempt, as provided by Romanian law. Please tell reception when you book.

Safety, fire and earthquake

• On arrival, ask at reception how to raise the alarm and how to behave in the event of a fire.
• Study the evacuation plan displayed on the inside of your room door and identify the route to the nearest escape route and to the manual call point.
• Check how the windows open and how the room’s ventilation or air conditioning is switched off; in a fire, those systems can draw smoke into the room.
• Do not improvise electrical connections and do not try to repair appliances yourself. Report any fault to reception immediately.
• If a fire breaks out, leave the building at once, following the evacuation plan or the staff’s instructions. Do not go back for personal belongings and do not use the lift.
• If the fire is in your room, get out, operate the call point and alert reception.
• Check the temperature of the door with the back of your hand before opening it. If the corridor is full of smoke, move bent over or crawl, keeping as close to the floor as possible.
• If evacuation is not possible, stay in your room, keep the door shut, seal the gaps with wet towels or sheets, call the single emergency number 112 and signal from the window.
• In an earthquake, keep calm and do not leave the room while the ground is moving. Move away from windows and take shelter against a load-bearing wall, in a solid door frame or under a sturdy piece of furniture.
• Once the shaking has stopped, follow the staff’s instructions for evacuation and make your presence known if you need help.

Parking and vehicles

The car park is available to guests subject to the spaces available and is monitored by CCTV. Although we take reasonable precautions, we accept no liability for theft or for damage to vehicles on the property. Please do not leave valuables visible in your car.

The estate has a charging point for electric cars. It is a charged service; the price is shown on the Rates page and at reception.

Lost property

Items found in the rooms or in the common areas are handed in at reception and recorded. If you have left something behind, contact us as soon as possible using the details in the page footer and describe the item; it is handed over on the basis of that description and an identity document.

Unclaimed items are kept for 30 days. We will send items by courier on request, at the requester’s expense. We do not take in perishable food or medicines.

Liability

For valuables, money and documents we offer safekeeping at reception. We are not liable for valuables left unattended in the room or in the common areas.

We are not liable for accidents resulting from improper use of the facilities or from failure to observe the safety rules on display, nor for accidents involving children left unsupervised.

Guests are liable for damage caused to the estate’s property by themselves, or by those accompanying them.

Paying for services

The cost of the accommodation and of the confirmed services is paid in full at check-in, except where a contract provides otherwise. For payment by bank transfer, the sum is transferred in advance, on the basis of a proforma invoice, and on arrival you present the payment order stamped by the bank.

Services used during your stay should be declared at reception so that they can be invoiced correctly. The accepted methods are described on the Payment methods page.

When we may refuse or end a stay

• Failure to pay for the services in full at check-in.
• Drunkenness, or disruptive or aggressive behaviour towards guests or staff.
• Repeated breaches of these rules, after a warning.
• Damaging or destroying the estate’s property.
• Leaving the premises without paying for the services you have used, or with property that is not yours. In those cases, and in the case of a cancellation outside the deadline, we reserve the right to charge the card used to guarantee the booking.

Complaints, governing law and changes

If something has not been right, tell us as early as you can, ideally during your stay: most situations can be put right on the spot. Complaints we receive are dealt with within a reasonable time of being made.

These rules are governed by Romanian law. Disputes that cannot be settled amicably fall to the courts with jurisdiction at the place of business. You may also use alternative dispute resolution through ANPC (the Romanian consumer protection authority), described on the Terms and conditions page.

We may update these rules; the version that applies is the one published here on the date of your stay. How we process personal data is described in our Privacy policy.