Reservation terms and conditions
GENERAL TERMS AND CONDITIONS OF RESERVATION AND CANCELLATION AT SOKOS HOTELS
1. SCOPE OF APPLICATION AND SPECIAL TERMS AND CONDITIONS
These terms and conditions apply to accommodation reservations made by private persons, unless a special agreement has been signed. However, these terms and conditions do not apply to reservations made by private persons if the reservation is made for a group of more than 10 people. These terms and conditions also apply to online accommodation reservations made through S Group's websites. The hotel is entitled to use special terms and conditions different from those stated here if such use is justified due to public holidays, special events hosted at the hotel, seasonal variation or additional services related to the accommodation, or if the price-specific terms and conditions do not specify otherwise. There may also be special terms and conditions concerning the reservation of specially priced products, which are stated with the product information.
2. RESERVATION AND CONFIRMATION
When making a reservation, you must state your name, home address, time of arrival and departure, and method of payment. The reservation is binding to the hotel once it has been confirmed orally, in writing, or by other means such as e-mail, and once a reservation number has been provided to you. The hotel may place conditions on the reservation, such as compliance with certain rules, a reservation fee, or confirmation of the reservation by credit card.
3. ARRIVAL AND DEPARTURE
The room is available from 3:00 p.m. on the day of arrival, and it must be vacated by 12 noon on the day of departure. The hotel may specify different check-in and check-out times. Unless otherwise agreed when making the reservation or unless there are other conditions on the selected rate or reservation time, the room will be reserved for you until 6:00 p.m. on the day of arrival. If you arrive later, you must confirm late arrival with your credit card. Otherwise, the hotel may re-sell the room. If you arrive at the hotel at the specified check-in time but your room is not available despite your valid reservation, the hotel must arrange you the closest possible room of the same class without any extra cost.
4. RESERVATION GUARANTEE
Any international credit card can be used to confirm the reservation. The hotel will keep the room reserved for you even after 6:00 p.m. without any separate notice of late arrival. For this, the hotel will require the following information from you: your name, credit card number and validity, address, telephone number and e-mail address. The hotel may request this information orally or in writing. When making the reservation through S Group's websites, the validity of the credit card is verified with a balance check of EUR 1. This balance provision is not charged from the account but is removed within three weeks.
5. CANCELLATION AND NO SHOW
Unless otherwise agreed when making the reservation or unless there are other conditions on the selected rate or reservation time, a reservation must be cancelled by 6:00 p.m. on the day of arrival. In the event of no show, the hotel is entitled to charge you for one night including taxes and any other additional services included in the reservation. You are entitled to cancel the reservation without any cost and your reservation fee will be reimbursed in full if the reason for the cancellation is your or your family member's serious illness, serious accident, death, or another unexpected and serious incident. "Family member" refers to your spouse, child, parent, parent-in-law, sibling, grandparent or the travel partner who was going to share the room with you. You will need a reliable document such as a medical certificate as evidence of the reason for cancellation. In any event, the hotel is entitled to deduct administrative charges from the sum refunded.
6. EARLY DEPARTURE
If you leave before the agreed day of departure, you must notify the hotel by 6:00 p.m. on the previous day. If you have reserved a room for several nights, you must pay the agreed price for the remaining time, depending on the pricing of the product. Change in the time can also change the total price for the accommodation.
7. FEES AND CHARGES
All hotels accept the most common payment cards. However, hotels have no obligation to accept foreign currency, vouchers, cheques or payment cards unless the hotel has offered to do so. Unless the room has been paid for in advance, you must pay for your room in cash or by credit card upon arrival. The hotel is entitled to request international credit card holders to provide credit card details for a pre-authorised payment. The hotel may use the pre-authorisation to charge a booking fee defined by the hotel, which will be deducted from the final hotel bill. If the hotel has not pre-authorised your credit card, the hotel will be entitled to request a deposit for the use of additional services (such as the minibar) when you check in.
8. CUSTOMER CONDUCT AT THE HOTEL
Guests are required to show good manners and compliance with hotel regulations. If you fail to comply with these rules, you may be requested to leave the hotel immediately. You will be required to pay for your accommodation and any additional services ordered, and you will not be refunded for any payments already made.
9. THE HOTEL'S RESPONSIBILITY FOR YOUR PROPERTY
You can keep your valuables in the safe located in your hotel room, or you can ask the hotel to store your valuables. The hotel is entitled to charge you for storing your property.
If the property is exceptionally valuable, you must inform the hotel 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. If the hotel does not accept responsibility for luggage left for storage, the hotel must separately inform you of this.
The hotel is not responsible for any property kept in your room safe.
Similarly, the hotel is not responsible for any damage to or disappearance of vehicles parked in the hotel's parking garage or parking lot, or property left inside the vehicle. The hotel must clearly indicate that there is no security surveillance in the parking garage or parking lot and that the hotel is not responsible for the customer's property left there.
10. CUSTOMER'S LIABILITY FOR DAMAGE
As a customer, you are responsible for any damage that you, your guest or your 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.