Frequently Asked Questions

We are open on weekdays, but please note that our office may occasionally be closed due to cleaning or service work at cottages. The office is closed on Saturdays and Sundays, and during weekends only necessary maintenance work is carried out. Exceptions to opening hours may occur.

If the office happens to be closed on a weekday, you can reach us by email at info@rukako.fi or by phone at +358 20 7344 790 during opening hours.

For emergency or urgent matters outside opening hours, please call our 24/7 service number: +358 20 7344 791.

For key and accommodation inquiries, contact info@rukako.fi or call +358 20 7344 790 during opening hours.

For bookings, changes, or questions, contact:
info@rukako.fi

On weekdays you can call +358 20 7344 790, but please note that our office may occasionally be closed due to cleaning or service work at cottages. 

For emergency or urgent matters outside opening hours, please call our 24/7 service number: +358 20 7344 791.

For key and accommodation inquiries, contact info@rukako.fi or call +358 20 7344 790 during opening hours.

To book accommodation, you must be at least 18 years old and legally responsible.
Minors staying without a guardian need a written consent from a parent or guardian, submitted at least 14 days before arrival.

You can book:

• Online via our website

• By phone or email at info@rukako.fi

Once you have made a reservation, payment instructions will be sent to you together with key collection details.

If your booking is made more than 30 days before arrival, you’ll receive:

• A deposit invoice (30% of the total price)

• A booking fee (€16 for online bookings / €19 for phone bookings)

If you book less than 30 days before arrival, you’ll need to pay the full amount immediately following the payment instructions.

Please remember to bring proof of payment when collecting the keys.

Keys are available from 16:00 on your arrival day.

You’ll receive a text message with instructions and key pick-up details to your mobile phone.

If you expect to arrive late, please notify us in advance. If a key is lost, a replacement fee will be charged.

Cancellations must always be made in writing to the service provider.
Simply not paying the invoice does not cancel your booking.

Refund policy:

1. Cancellation over 30 days before arrival → Refund of deposit, minus a €40 cancellation fee.

2. Cancellation under 30 days before arrival → No refund, unless the property can be re-rented.

3. (Optional clause if active) Sudden illness, accident, or death (customer or close family): Refund minus €40, with a valid medical certificate.

If your stay has already begun, no refunds can be issued.
Date, service, or destination changes count as a new booking and incur a €40 change fee.

Yes, in two cases:

• Force majeure (unforeseen event): Full refund, but no compensation for other costs.

• Unpaid invoice by due date: The booking may be cancelled.

Your rental includes:

• Use of the property, furniture, dishes, duvets, and pillows

• Electricity and heating

• Firewood (where a fireplace is available)

Not included:

• Linen sets (available to rent or bring your own)

• Final cleaning (available for a fee)

Optional extras:

• Linen set (delivered €19.50 / made up €29 per person)

• High chair (€15)

• Travel cot (€25, mattress and bedding not included)

Yes. You are responsible for cleaning during your stay and before departure.
Cleaning instructions are in the property folder.

You can also order final cleaning (€69–200).
Even if cleaning is ordered, please:

• Wash dishes

• Take out all rubbish and food

• Leave the property tidy

If the property is left dirty, up to double cleaning fee may be charged.

Only the maximum number of guests listed in the property description may stay.

Tents, caravans, or motorhomes are not allowed on the property without permission.

Report any issues or deficiencies immediately to us or our local representative.
We’ll do our best to fix or compensate during your stay.

If you don’t contact us during your stay, you lose the right to compensation.
If the issue remains unresolved, send a written complaint within one week after departure.

If guests cause disturbance or break rules despite warning, Rukako may terminate the rental immediately.
Any costs (e.g. security service call) will be charged to the guest.

We are not responsible for:

• Insects, rodents, or natural conditions

• Weather changes

• Construction on neighbouring plots

• Third-party service outages (water, electricity, TV)

• Rukako is not liable for damages caused by force majeure or unforeseeable events.

• Customers must follow all rules and instructions and are liable for any damage caused to the property or third parties.

• Customers must ensure they have all required valid documents.

• Unused services do not qualify for refunds.

All damages must be compensated directly via the service provider.

• No. Smoking and vaping are only allowed outdoors in designated areas.

• Smoking indoors incurs a minimum €500 penalty.

• Pets are not allowed, unless the property specifically permits them.
  For pet-friendly properties:

  • €27 pet fee applies

  • The owner is responsible for any damage

  Rukako is not liable for allergies or reactions caused by unauthorized pets or smoking.

• No. All self-brought or rented hot tubs and pools are strictly prohibited due to high water and firewood usage, and potential erosion.

• If the property includes a hot tub, its use is included in the rent and mentioned in the description.
  Unauthorized use results in a €500 penalty.