Terms of reservation
GENERAL TERMS AND CONDITIONS FOR RESERVATIONS AND CANCELLATIONS AT SOKOS HOTELS
These terms and conditions apply to individual accommodation reservations made by private individuals, unless a special agreement has been prepared or the terms and conditions for the related price product indicate otherwise.
Individual hotels are entitled to use special conditions that differ from these terms and conditions.
When making a reservation, the customer must report their name, contact details, time of arrival and departure, method of payment and potentially other information related to the reservation. More information about the storage and use of this information can be found in our Privacy Policy.
The reservation is binding to the hotel once it has been confirmed orally, in writing or, for example, by e-mail, and once a reservation number has been provided.
The room will be available on the day of arrival at 3 p.m. at the earliest, unless another time has been indicated. Check-out from the room must take place by noon on the day of departure, unless otherwise agreed.
The room will be kept reserved until 6 p.m. on the day of arrival marked on the reservation, unless otherwise agreed when making the reservation or unless other terms and conditions apply for the select price or time of reservation. A later time of arrival must be guaranteed, i.e. confirmed with a credit card, in which case the hotel will keep the room reserved until the next day. If a late arrival has not been confirmed, the hotel is entitled to cancel the reservation and offer the room to another customer after 6 p.m.
If the customer arrives at the hotel in accordance with the agreed times of arrival but the reserved room is not available, the hotel must assist in reserving the nearest accommodation of the same level at no extra cost.
Cancellation must take place on the day of arrival by 6 p.m. at the latest, unless otherwise agreed when making the reservation or unless other terms and conditions apply for the select price or time of reservation.
The hotel is entitled to charge the price of the first day of accommodation with taxes, as well as any additional services related to the reservation, as compensation if the customer does not arrive as agreed.
As an exception to the reservation terms, a reservation can be cancelled without charge and any payments made in advance can be refunded if the reason for the cancellation is the serious illness of the customer or a person close to them, a serious accident, a death or other unexpected and serious event. However, the hotel is entitled to deduct from the refunded amount the cost of processing the reservation.
Departure earlier than agreed must be reported to the hotel by 6 p.m. on the day preceding the departure at the latest.
The price agreed for the reservation may be charged for the time that is not used.
Early departure may also change the price of the accommodation.
All hotels accept the most common payment cards. However, a hotel has no obligation to accept any foreign currency, vouchers, cheques or payment cards, unless the hotel has offered to do so. Heymo 1 by Sokos Hotels in Keilaniemi, Espoo, is a cashless hotel where only commonly used payment cards and S Group gift cards are accepted as means of payment. The hotel does not handle cash.
The hotel may use pre-authorisation to charge a reservation fee, which will be deducted from the final hotel bill. Unless the room was paid for in advance, the customer must pay for the room with cash or a credit card when arriving at the hotel or when leaving at the latest.
The hotel has the right to make a charge or pre-authorisation on your payment card in connection with reservation or check-in. Any costs incurred during the stay may be charged to the payment card used. If the hotel has not pre-authorised the customer's credit card, the hotel has the right to request a deposit in cash for the use of additional services when they check in.
Hotel guests are expected to observe good manners and hotel regulations. If a guest violates these rules, they may be ejected from the hotel. The accommodation and the price of any ordered additional services must still be paid, and the refund of a payment already made cannot be demanded.
Valuables can be stored in a safe located in the hotel room, or the hotel can store guests' valuables upon request. The hotel is entitled to charge you for storing your property.
If the property is exceptionally valuable, you must inform the hotel of this before depositing it for storage. The hotel may refuse to store such property.
You are personally responsible for your luggage, unless the hotel has agreed to store it for you. The hotel must clearly state whether or not it accepts any responsibility for luggage left in its luggage room.
The hotel is not responsible for any items kept in your room safe.
Similarly, the hotel is not responsible for any damage to or disappearance of vehicles parked in the hotel car park or parking lot, or items left inside the vehicle. The hotel must clearly indicate that there is no security surveillance in the car park and parking lot and that the hotel is not responsible for the customer's items left in the car.
The customer is liable for any damage that they, their guest or their pet intentionally or negligently cause (e.g. by smoking in the room) to the hotel room or other hotel premises, hotel furniture or other equipment, or to other hotel customers or their property.
Liability for damage is determined in accordance with general damage liability principles.
Making a reservation can be prevented or accepting reservations can be refused for a group of customers or a specific customer if the customer fails to observe the terms and conditions for reservations or the service provider has a justified reason to suspect that hotel capacity is being reserved for illegal activities or in a way that may cause damage or a risk of damage to S Group or a third party.
PACKAGE TRAVEL AND COMBINATIONS OF TRAVEL SERVICES
Package travel means a trip with a single total price including at least two travel services: accommodation and an additional service, such as admission to an amusement park.
The combination of travel services offered to you constitutes package travel in accordance with Directive (EU) 2015/2302. For this reason, all of the EU rights concerning package travel apply to you. The regional cooperative or SOK's subsidiary providing the accommodation is fully responsible for the appropriate implementation of the entire package travel contract. In addition, the regional cooperatives and SOK's subsidiaries involved in hotel business operations within the EU have secured statutory protection to return your payment, as well as to transport you back home if the package travel contract includes transport, in the event that the regional cooperative or SOK's subsidiary involved in Sokos Hotels' business operations becomes insolvent.
LINKED TRAVEL ARRANGEMENTS
When you book additional travel services for your trip or holiday through Sokos Hotels after choosing and paying for your accommodation, the rights related to travel package contracts in accordance with Directive (EU) 2015/2302 will not apply to you.
For this reason, the regional cooperative or SOK's subsidiary involved in hotel business operations is not responsible for the appropriate implementation of individual travel services. In the event of problems, contact the relevant service provider.
However, if you book additional travel services during your visit to the Sokos Hotels reservation website or application, such travel services will be regarded as linked travel arrangements. In such an event, Sokos Hotels are required by the EU legislation to secure protection to enable them to return your payments with regard to services that cannot be provided due to the regional cooperative or SOK's subsidiary involved in Sokos Hotels' business operations having become insolvent. However, the payments will not be returned if the service provider becomes insolvent.
Regional cooperatives and SOK's subsidiaries involved in Sokos Hotels' business operations have secured insolvency protection with the Finnish Competition and Consumer Authority (FCCA).
Travellers may contact the FCCA or the relevant competent authority if services are denied due to the insolvency of a regional cooperative or SOK's subsidiary involved in Sokos Hotels' business operations.
Note: The insolvency protection does not cover contracts with parties other than Sokos Hotels that can be implemented despite the insolvency of the regional cooperative or SOK's subsidiary involved in Sokos Hotels' business operations.
RESPONSIBLE ORGANISER
The responsible organiser is the regional cooperative or SOK's subsidiaryproviding the accommodation. Contact information for hotels.
Travellers who consider Sokos Hotels to be in violation of the law concerning combinations of travel services may file a complaint in Finland with SOK Travel and Hospitality Industry Chain Management (Fleminginkatu 34, P.O. Box 1, FI-00088 S GROUP, tel. +358 10 76 8011, Mon–Fri from 8 a.m. to 5 p.m., email: sokoshotels.ketjumarkkinointi@sok.fi). The complaint will be forwarded to the party that served as the organiser.
Feedback may also be given to the hotel or through the online service.
If the traveller is not satisfied with the organiser's response to their complaint, they may appeal to the Consumer Disputes Board.
CANCELLATION OF PACKAGE TRAVEL CONTRACTS
At any time before the beginning of their package travel contract, travellers may cancel the contract against an appropriate and justified cancellation fee.
Travellers may transfer their rights arising from the package travel contract to another person by giving sufficient advance notice and possibly against an additional fee, unless otherwise stated in the terms and conditions for the package travel contract.
Travellers also have the right to cancel their package travel contract before its beginning without a cancellation fee under exceptional circumstances, such as severe safety problems in the destination that are likely to have an effect on the package travel contract.
The price of the package travel contract may only be increased if certain costs (e.g. fuel prices) increase and this is expressly specified in the contract, but no later than 20 days before the beginning of the package travel contract in any case. If the price increase is more than 8 per cent of the price of the travel package contract, the traveller has the right to cancel the contract. If the organiser reserves the right to price increases, the traveller is entitled to a lower price if the costs in question decrease.
Travellers may cancel the contract without a cancellation fee and will be entitled to a full refund if a main characteristic of the travel package contract other than the price changes significantly. If the trader responsible for the package travel contract cancels the contract before its beginning, the traveller will be entitled to a full refund, as well as compensation, if necessary.
If a significant part of the package travel contract cannot be implemented as agreed after the beginning of the contract, the traveller must be provided with alternative travel arrangements without any additional fees. Travellers are entitled to cancel the contract without a cancellation fee if the services are not provided in accordance with the contract and this has a significant effect on the implementation of the package travel contract and the organiser does not rectify the problem.
In addition, travellers are entitled to a discount and/or damages if travel services are not provided or are provided incorrectly.
The organiser must provide help if the traveller is in difficulty.
Payments will be returned if the organiser, or retailer in some member states, becomes insolvent. If the organiser, or retailer, if applicable, becomes insolvent after the beginning of the package travel contract and the contract includes transport, return transport will be ensured for the travellers. Regional cooperatives and SOK's subsidiaries involved in Sokos Hotels' business operations have secured insolvency protection with the Finnish Competition and Consumer Authority (FCCA). Travellers may contact the FCCA or the relevant competent authority if services are denied due to the insolvency of a regional cooperative or SOK's subsidiary involved in Sokos Hotels' business operations.