General terms and conditions

General hotel rules.

The hotel and restaurant industry’s main organisations in Denmark, Finland, Iceland, Sweden and Norway have agreed that the following rules should apply as general industry standards on issues regarding the relationship between the hotel guest and the host hotel:

1. Bookings and confirmations

A booking made by a guest is binding, both for the hotel and the guest, when the booking is confirmed by the hotel. This agreement may be made verbally or in writing. For telephone bookings the telephone conversation is a confirmation. If the hotel is able to send a written confirmation, this should be done in order to avoid misunderstandings. It should state which services have been agreed, their price, and the rules that apply to payment and cancellations. The guest is expected to provide name and address details and his/her arrival date and departure date when making a booking. If the booking is made by a representative of the guest, the hotel may obtain a statement of the extent to which the representative/orderer is responsible for the obligations entered as regards the hotel, and how payment will be made.

2. The guest’s arrival and departure

Unless otherwise agreed, the room is available to the guest from 15.00 on the day of arrival. Checkout should take place before 12.00 on the day of departure.
On arrival, the guest must provide the personal information required by law, or which is otherwise necessary for the hotel’s operations.
 
3. Late arrival

A booked room is held until 18.00 on the date of arrival, unless a later time has been otherwise agreed.
 
4. Cancellation and no-show
an agreement to reserve a hotel room is binding for both parties. If one party breaks the agreement, that party is obliged to pay compensation to the other. If the hotel has had specific costs due to the booking, the guest must compensate these in full.

Compensation for rooms that are unused is calculated according to the following standard, for single guests:

a) General rule
If the guest does not cancel and is a no-show, the guest pays the price of the room for one night.

b) Late cancellation
If the room is cancelled by 18.00 on the day of arrival, the hotel will withdraw its claim for compensation from the guest. If cancellation takes place later than this, and the room cannot be given to another guest, the guest pays the price of the room for one night.

c) Special rule for hotel bookings for a stay of at least three nights or a weekend event:

No-show: The guest pays the price of the agreed services, but for a maximum of three nights.

Late cancellation: In order for the hotel to withdraw its claim for compensation, the cancellation must take place at least 14 days before arrival. If cancellation takes place later than this, and the room cannot be given to another guest, the guest pays the same compensation as for a no-show.