Reservation terms and conditions regarding accommodation services
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1. Scope of application and special terms and conditions
These terms and conditions apply to accommodation reservations made by private individuals. However,
these terms and conditions do not apply to reservations made by individual people if the reservation is
made for a group that consists of more than nine people. Neither do they apply to renting and selling of
vacation homes. These terms and conditions apply to phone and e-mail reservations and online
reservations that are made through an accommodation company's or an accommodation chains own
website.
In these terms and conditions, an accommodation company refers to a building, apartment or other
location that is used for providing accommodation services, such as a hotel, motel, hostel, guesthouse or
campsite.
An accommodation company has the right to apply special terms deviating from these terms and
conditions if they are justified due to public holidays, company specific special events or additional services
related to the accommodation. In addition, special terms deviating from these general terms and
conditions can be applied by accommodation companies at ski resorts and other similar holiday resorts
whose business is characterized by remarkable seasonal variation.
Customers have to be informed of the special terms when their reservation is confirmed.
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2. Reservation and confirmation
When making the reservation, the customer must report their name, home address, arrival and departure
dates as well as the method of payment and potentially other information related to the reservation.
The accommodation company is bound by the reservation once it has been confirmed verbally, in writing or
for example by email, and once a reservation number has been provided.
The accommodation company may require a paid reservation fee or a reservation confirmation with a
credit card to make the reservation binding.
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3. Arrival and departure
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 (12pm) on the day of departure, unless
otherwise agreed. However, the accommodation company may have different arrival and departure times.
The room is reserved until 6 p.m. If the customer arrives at the place of accommodation later than that,
they must inform the company about the risk of losing the reservation. A later time of arrival must be
guaranteed, i.e. confirmed with a credit card. 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 has arrived at the place of accommodation according to the arrival time, but the reserved
room is not available, they must be offered a similar room without additional costs.
4. Reservation guarantee (Hotel Reservation Service)
The holders of international credit cards can use a reservation guarantee to confirm their reservation. It can
be used to hold the reservation after 6 p.m. without the customer separately informing of late arrival.
The accommodation company needs to ask for the following information from the card holder: name, card
number and expiry date, address, phone number and e-mail address. The accommodation company has the
right to ask for the information verbally or in writing.
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5. Cancellation and failure to arrive
The customer can cancel the reservation without charge up until
Out of Opera season (5.6.–3.7.24 and 4.8.–17.8.24) cancellation condition is Flexible – 1 day
The invoice will be sent immediately, the invoice has 2 weeks for payment, if the reservation is not paid,
the reservation will be cancelled. The reservation is only confirmed when the invoice is paid. The customer
can cancel their reservation no later than 1 day before arrival. In this case, only 50.00EUR cancellation fees
will be charged. The customer will be charged the price of the first night if they cancel the reservation no
later than one day before the arrival date.
The customer can cancel their reservation no later than 1 day before arrival. In this case, only 50.00EUR
cancellation fees will be charged. After this, the cancelled reservation will be charged in full.
Opera season (4.7.–4.8.24) cancellation policy Flexible – 14 days
The invoice will be sent immediately, the invoice has 2 weeks for payment, if the reservation is not paid,
the reservation will be cancelled.
The reservation is only confirmed when the invoice is paid. The customer can cancel their reservation no
later than 14 days before arrival. In this case, 50.00EUR cancellation fee will be charged.
If you fail to arrive, the hotel has the right to charge you the price of one night including taxes as well as
other possible additional services related to the reservation.
You have the right to cancel the reservation free of charge and get the reservation fee back if the reason for
the cancellation is your own or a loved one's serious illness, serious accident, death, or other unexpected
and serious event. A spouse, child, parent, parent-in-law, sibling, grandparent, or travel partner with whom
accommodation has been arranged in the same room is considered close. To prove the reason for the
cancellation, you need a reliable document such as a medical certificate. However, the hotel has the right
to deduct office expenses from the refundable amount.
If the customer fails to arrive, the accommodation company has the right to charge for one night's
accommodation.
If a customer using a reservation guarantee doesn't cancel one's reservation and fails to arrive, the
accommodation company has the right to charge one night's accommodation, including taxes, from the
customer's credit card. The accommodation company is obliged to prove that the customer has not
canceled the reservation in accordance with the cancellation conditions and that they have accepted that
the arisen costs are charged from their credit card.
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6. Departure before the agreed date
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.
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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 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.
The accommodation company has the right to withhold a charge and cover reservation fee from an
international credit card holder's card. When the reservation is made, the accommodation company can
charge as a prepayment a reasonable deposit for the use of additional services (e.g. mini-bar) when the
customer checks in.
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8. Customer conduct at the hotel
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.
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9. The hotels responsibility for the customers property
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.
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10. Customers liability for damage
The customer is responsible for damages, such as smoking in the room, caused on purpose or through
negligence to the room or other facilities, furniture, equipment or to other customers or their property by
the customer, their guests, or pets.
Liability for damage is determined in accordance with general damage liability principles.
11. Payment service provider
Paytrail Oyj (2122839-7) operates as the payment intermediary service provider and in cooperation with
Finnish banks and credit institutions. Paytrail Oyj appears as the recipient of the payment on the bank
statement or card invoice and forwards the payment to the merchant. Paytrail Oyj has a payment
institution license. In cases of complaints, we ask that you first contact the supplier of the product.
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Paytrail Oyj, business ID: 2122839-7
Innova 2
Lutokonaukio 7
40100 Jyväskylä
Tel.: +358 (0) 207 181830
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12. Online bank services
The payment brokerage service related to online bank payments is implemented by Paytrail Oyj (2122839-
7) in cooperation with Finnish banks and credit institutions. From the user's point of view, the service works
just like traditional online payment.