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 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.
These terms and conditions also apply to accommodation reservations made using S Group's digital services. The hotel is entitled to apply special terms different from those stated here if the application of special terms is due to public holidays, special events hosted at the hotel, seasonal changes or additional services included in the accommodation.
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, a hotel has no obligation to accept any foreign currency, vouchers, cheques or payment cards, unless the hotel has offered to do so.
The hotel may use the pre-authorisation to charge a booking fee, which will be deducted from the final hotel bill. Unless the room was paid for in advance, you must pay for your room in cash or by credit card at the latest in connection with checkout.
The hotel has the right to charge your payment card or charge a pre-authorised payment from your credit card in connection with booking or check-in. If the hotel has not pre-authorised your credit card, the hotel has the right to request a deposit in cash for the use of additional services 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.
11. PACKAGE TRAVEL, COMBINATIONS OF TRAVEL SERVICES AND LINKED TRAVEL ARRANGEMENTS
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.
The responsible organiser is the regional cooperative or SOK's subsidiary providing 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: firstname.lastname@example.org). 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.