×
×

Booking Conditions ICEHOTEL

Introduction

When booking accommodation, transport, activities, gift vouchers and other products and services provided by ICEHOTEL, you will receive confirmation with a unique booking number. This confirmation is your agreement with ICEHOTEL and includes the products, services, dates and terms that you have agreed with ICEHOTEL.

You must be at least 18 years of age to book/enter an agreement with ICEHOTEL.

Breakfast, morning sauna, free entry and option of guided tour of ICEHOTEL are included in the price of your room. During the winter season the admission fee to ICEHOTEL, winter overalls, shoes and gloves are also included. Helmet is included for snowmobile activities. Please respect that the warm clothes you borrow may only be used in Jukkasjärvi and when you are out on activities arranged by ICEHOTEL. Many activities are outdoors in forest terrain, next to open fires, etc. which might ware and tear on the outer clothing. ICEHOTEL is not obliged to compensate any damage to your private clothes.

Booking and Cancellation

All products pre-booked are to be paid in full before arrival.

Online bookings: Paid by credit card at the time of booking.

Via our call center: Payment within 14 days of receiving the confirmation, after which unpaid bookings are automatically cancelled. Bookings 14 days or less to arrival are paid in full by credit card at the time of booking and are non-refundable.

Use your booking number as payment reference. Pay online on www.icehotel.com/Winter/Book/Payment/ or follow the link in your email confirmation. We accept Visa, Mastercard and American Express. For more detailed information regarding our terms and conditions, please visit www.icehotel.com.

Cancellation charges

  • Up to 46 days before arrival: 25% of the order amount.
  • 45-15 days before arrival: 75% of the order amount.
  • 14 days or less before arrival: 100% of the order amount.
  • Flights are non-refundable.

Please note that the above cancellation terms do not apply to reservations made by special promotions and/or web price. The special terms applicable to such bookings are communicated at the time of booking.

Cancellation insurance

The cancellation insurance can be added at an extra cost when you first make a reservation and applies to all participants in the booking and entitles a refund on cancellations up to the day before arrival. The cost of the insurance + reservation fee of 25% of the booking amount is non-refundable.

You need to present a valid verification of the reason that prevents you from carrying out your journey from a certificate from a doctor, authority or insurance company. A medical certificate must contain a diagnosis, the date of your first visit and the reason of why you are prevented from travelling. This certificate must be issued before the arrival date. The certificate shall reach ICEHOTEL no later than 14 days after scheduled arrival date.

For you to get your refund, the cause of cancellation must be unforeseen, unexpected and of a nature that prevents you from carrying out your journey. This means that if you for instance do not have the necessary travel documents for the journey, it will not be regarded as a legitimate reason for cancelling.

No partial refund can be given, if one or more of the participants in the reservation want to continue with their journey.

The warranty does not include transport connections to/from ICEHOTEL, please follow each airline’s own rules.

Cancellation due to illness/unforeseen events

Due to unforeseen circumstances, it is possible to cancel your visit to ICEHOTEL with a refund up to 75% of the total amount if you follow the agreement. With unforeseen circumstances and following the agreement, we refer to;

  • You have opted for a cancellation insurance at the time of making your reservation.
  • Bereavement, illness or a severe accident that affected you, your travel companion, husband/wife, common-law spouse, your or partners parents, children or siblings.
  • Unforeseen and serious event outside your control, such as an extensive fire or flood in your residence which means that it is not reasonable to demand that you fulfil your contract.
  • Although you need to verify the reason that prevents you from carrying out your journey with a certificate from a doctor, authority or insurance company. A medical certificate must contain a diagnosis, the date of your first visit and the reason of why you are prevented from travelling. The certificate must be issued before the arrival date.
  • Flights are not refundable regardless of cancellation time.

For you to get your refund, the cause of cancellation must be unforeseen, unexpected and of a nature that prevents you from carrying out your journey. This means that if you for instance do not have the necessary travel documents for the journey, it will not be regarded as a legitimate reason for cancelling.

Additional information

Twenty permanent ice suites available year round are complemented by the annual ice suites in construction and opened to day visitors in sections over several weeks in December and January.

Because we build in natural materials under the open sky, our time plan and building progress depend on Mother Nature. We therefore ask you to make allowances for any deviations from the plan. If ICEHOTEL is unable to offer cold accommodation due to weather conditions, you will be offered warm accommodation instead or a refund of your reservation at ICEHOTEL.

ICEHOTEL is obliged to notify at least 14 days ahead if there is no cold accommodation available due to weather conditions. This only concerns existing reservations and does not include transportations, even transportations booked through ICEHOTEL.

ICEHOTEL excursions

Remember that you have to meet your guide at the meeting point at least 10 minutes before the each activity starts.

All outdoor activities in Lapland are weather dependent. If we are forced to cancel an activity due to extreme weather conditions, an alternative activity suitable for the current conditions will be provided. The snow depth at the beginning and end of every winter is decisive for when the tours start and finish for the season.

To drive a snowmobile on our excursions, you must be 18 years or older and hold a valid drivers’-, tractor or moped class I license. Damage excess is charged to the driver of up to SEK 8000 per vehicle.

Observe that consumption of alcohol before or during a snowmobile tour is not permitted. A breath alcohol test can be carried out before the activity starts. Please note that all tours require at least two adults’ participation for departure.

Your obligations as a guest/visitor

  • Remember that the address and contact details you provide us with when making a booking are our only way of contacting you.
  • Please read your confirmation carefully and check that all dates/times and products/services are booked according to your requirements. If not, please contact us immediately to correct any misunderstandings.
  • Follow any rules and instructions that apply to the use of accommodation, transfer, activity, etc. For instance, it is not allowed to bring your own alcohol to the sauna.
  • You are liable for all damage that is result of your or your company’s careless behaviour to ICEHOTEL property and its furnishings.
  • If complaints regarding troublesome behaviour are directed at you or your company, ICEHOTEL has the right to evict you and your company from our accommodation if the behaviour has not been corrected after being notified.
  • If you have any complaints, please contact our front desk for assistance so that any misunderstandings may be resolved during your stay.
  • When making your reservation, please let us know if you are disabled in a way that requires transfer aid (such as a wheelchair, etc), food allergies or other disabilities that might be useful for us to know about. Please be specific of what kind of special needs you might require, before arrival.
  • You may never publish or distribute photographs of ICEHOTEL for commercial purposes without a written consent from ICEHOTEL and the artist/artists. For non-commercial use, such as your portfolio, blog, private website, etc, we request that you credit the artist/artists.
  • When booking flights always state the same name as in the Passport/ID. Please note that flights are not refundable regardless of cancellation time.

Complaints/disputes

Any errors that occur during your stay must be reported immediately to the reception at ICEHOTEL. If you have not reported any complaints or errors during your stay and therefore neglected to give ICEHOTEL the opportunity to correct any mistakes, you can not demand any compensation afterwards. If you are not satisfied with your compensation, you have to notify ICEHOTEL in writing within 14 days from arriving home. If we can not come to an agreement, you may turn to appropriate authority in your country for assistance.

Privacy

The personal data you submit on the ICEHOTEL website will be treated with the utmost care and respect. We handle personal data submitted to us in accordance with what is laid down in the Swedish acts of personal data (personuppgiftslagen SFS 1998:204) and electronic communication (lagen om electronisk kommunikation SFS 2003:389). Personal data includes your name, address, phone number and e-mail address.

Force Majeure

Force majeure means unusual, unpredictable and unavoidable events that are outside of the organizers control, and that prevents the contract to be fulfilled. Circumstances that the organizer could not, within reasonable means, have foreseen and therefore could not have avoided or overcome. Including, but not restricted to, war, threat of war, riot, civilian insubordination or strike, authority measure, act of terrorism, nature- or industrial catastrophe, fire, severe weather conditions, flood, closed air ports, technical issues, maintenance issues or unforeseen changes made by airlines, such as time table changes, interruption in IT-infrastructure (including but not restricted to our web site). During these conditions the organizer is free from liability or other consequences.

Subject to change

ICEHOTEL reserves the right to change times, prices, payment, booking or discount conditions at will. Prices for coming seasons are always preliminary and are subject to change.

Please note that additional terms and conditions apply to group and conference reservations. For more information, please contact ICEHOTEL Group and conference department.

ICEHOTEL AB, 981 91 Jukkasjärvi, SWEDEN
Registration number: 556234-742