Terms and Conditions online booking

By using this website and Icehotel online booking service you are agreeing to be bound by the Terms and Conditions detailed below which form the basis of your contract with Icehotel. In the Terms & Conditions set out below, “you” and “your” refers to all persons named on the booking, which includes any individual(s) subsequently added or substituted at a later date. “We”, “us” and “our” all refer to Icehotel.

Please print and retain a copy of this Agreement for your records as it may occasionally be updated.

1. Making a booking

By making a booking you are confirming that you are authorised to do so on behalf of all persons named in the booking and you are acknowledging that all members of your party agree to be bound by these Booking Terms & Conditions.

When your booking has been made a confirmation will be sent to you by email using the email address that you have supplied. You should retain a copy of this confirmation for your reference. Booking confirmations are subject to the availability of accommodation at the hotel.

You should carefully check the details of your confirmation as soon as you receive it. You must contact Icehotel immediately if any of the details are incorrect or incomplete.

We will always endeavour to rectify any inaccuracies or accommodate any alterations you wish to make to your booking. We cannot accept liability for any inaccuracies that are not brought to our attention within seven days of issuing your confirmation, nor can we accept responsibility for inaccurate information that you have supplied.

2. Paying for your booking

Payment can only be made by credit card over the website. We accept Visa and MasterCard. If you wish to pay in any other way, please contact our booking department for further assistance and booking.

As a measure of fraud prevention you will be required to enter the three digit Card Verification Value (CVV) printed on the back of your credit or debit card when making a booking online.

Unless stated as part of your booking, additional items such as (but not limited to) the cost of external telephone calls, meals, drinks, items from the mini-bar and travel expenses, are not included in the price of your stay. If you incur any such additional costs you must settle the sum involved prior to your departure from the hotel.

All prices are quoted in SEK and include tax (VAT).

3. VAT Invoice

A VAT invoice will be provided at the hotel on departure.

4. Amendments to your booking

You should notify us of any amendments to your confirmed booking by telephone or in writing (by post or by email to info@icehotel.com) as soon as possible. Amendments are subject to availability and those made outside the cancellation period (see below) may be subject to cancellation charges.

5. Cancellations within the Cancellation Period

Cancellations can be made without penalty up to 14 days from the time of booking by calling the reservation department.

Any cancellations 15 days after booking and up to 46 days before arrival will be charged a total of 25% of the booking total.

Cancellations between 45 and 15 days before arrival will be charged 75% of the booking total.

Cancellations within 14 days prior to arrival will be charged 100% of the booking total.

Should you wish to cancel your booking within the cancellation period. You can cancel your booking by contact us at info@icehotel.com or + 46 890 668 00. Please make sure you have your reservation number at hand.

6. Cancellation insurance

350 SEK per booking. Cancellation insurance applies to all participants in the booking. The cancellation insurance applies only in connection with presentation of a certificate. If the customer uses the cancellation insurance, all the participants in the reservation will be cancelled. No partial refund can be given, if one or more of the participants in the reservation wants to continue with their journey.

The cancellation insurance gives you the right to cancel your reservation with a valid certificate issued before your arrival date up to 1 day prior to arrival, at the latest 3pm (CET). The cost for the cancellation insurance and reservation fee will not be refunded. The reservation fee is 25% of the reservations total amount.

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.

If the cancellation terms are fulfilled you can cancel your visit to Icehotel with a refund of up to 75% of the total amount.
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.

Icehotel will refund 100% of your total amount if an ash cloud, caused by a volcanic eruption, will make it impossible for you to get to Icehotel. In first hand we will try to find alternative dates. However, if it is not possible we will refund the full amount that has been paid in advanced, providing that you have paid the 350SEK for the cancellation insurance. (The cancellation insurance will not be refunded).

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

The certificate shall reach Icehotel no later than 14 days after scheduled arrival date.

If you wish to add Cancellation Insurance (350 SEK per booking) to your booking, please tick the box ”I wish to add Cancellation Fee” at the personal information page on your booking.

7. Cancellations and changes made by Icehotel

In the unlikely event that the hotel is unable to accommodate a confirmed reservation it may be necessary to offer an alternative of an equal or a superior standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will tell you as soon as possible, offering a suitable alternative. This does not apply to minor changes or events during your stay, resulting from unusual or unforeseeable circumstances beyond our control.

We cannot be held responsible for cancelling your booking as a result of your failure to comply with any requirement of our Booking Terms & Conditions, and we cannot be held liable for any expenses, costs or losses incurred by you as a result of any change or cancellation.

If a guest or a member of your party behaves in a way that causes or is likely to cause danger, upset or distress to a third party or to hotel or guest property, we are entitled, without prior notice, to curtail the stay and request that the person(s) concerned leave the hotel. No refunds or return travel arrangements will be made and we will not pay any expenses or costs incurred as a result of such a curtailment.

8. Additional Requests

All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests made should be prior to your arrival at the hotel, giving reasonable advance notice.

9. Medical conditions

If you or any member of your party has a medical problem or disability which may affect your stay, please call Reservations to advise us so that we can make provision for the particular needs of the person(s) concerned, or advise you if we are unable to make such provision. If details are not provided to us at the time of booking, the hotel reserves the right to cancel the booking should it be unable to make appropriate provision for a specific need or needs.  We strongly advice you to carry your medications in your hand luggage when travelling by plane as Jukkasjärvi is a small village with no pharmacy.

10. Circumstances beyond our control

We cannot accept responsibility for unforeseen circumstances beyond our control. These include (but are not limited to) adverse weather conditions, fire, strikes, lockouts, conflagrations, explosions, wars or warlike conditions, terrorist activity (or threat of such activity), industrial dispute, natural disaster, substantial restrictions on supplies or injuries and death of an individual(s) through accidental circumstances unconnected with the hotel.

By making a booking you are accepting responsibility for any damage or loss caused by yourself or a member of your party. Full payment for any such damage or loss must be paid to ICEHOTEL on demand. If you fail to do so, you will be responsible for meeting any claims subsequently made (together with our own and the other party’s full legal costs) as a result of your actions.

11. General Information

Accommodation: As a minimum, all warm bedrooms feature a private en suite bathroom with guest toiletries, colour flat screen television, tea/coffee making facilities, wi-fi and direct dial telephone.

Breakfast & Dinner: Breakfast is included in price during winter season. Other meals are paid for separately.

Checking-in: Cold accommodation is available after 18:00 pm as the hotel turns into an art installation during daytime. Check in-time for warm accommodation is 15:00. Guests staying in our cold rooms should itake our ntroduction to sleep in minus degrees (16.30 in swedish, 17.30 in english). All our guests that stay in our cold rooms will be checked in to a special warm building where you also keep your luggage and other equipment.

If you plan to arrive later than 22.00, please advise the hotel directly by calling the number given on your booking confirmation.

Warm clothes: Icehotel provides you with warm outerwear; shoes, mittens caps and balaclavas to use on site and at Icehotel activities, without extra charge. The clothes can not be used on activities organized by other operators.

Parking: On site parking is available on a first come first serve basis.  Icehotel does not accept any liability for any damage or theft to vehicles parked in the car park.

Pets: With the exception of guide dogs, no pets are permitted in the cold accommodation. Guests are liable for any damage caused by their pet. Please notify us if you like to bring your pets to our warm accommodation.

Smoking: Icehotel is strictly a non smoking hotel.

Taxes: All prices include Value Added Tax (VAT) and service.

Accuracy of information on this website: Whereas we endeavour to ensure the information contained within this website is as accurate as possible, there will inevitably be instances where information may be incorrect or out of date. It is always advisable to check specific details that may be relevant to your booking prior to making that booking. For example, information relating to regional or local attractions is intended for your general information and any changes to such attractions or facilities are beyond our control. We reserve the right to amend or remove information at any time and do not accept responsibility for keeping copies of any amended or deleted information.

12. Insurance

It is your responsibility to ensure that any insurance cover you have provides adequate cover for your needs and for the duration of your stay.

13. Our liability to you

We accept liability for, and totally restricted to, services booked via our website in accordance with the Booking Terms & Conditions current at the time of booking. We cannot accept any other form of liability.

14. Website Privacy

Reservations: In order to guarantee your reservation you will need to provide us with specific personal details relating to that reservation. Your details will be used only for the purpose of handling that reservation and will be provided to the hotel in which you are staying for that specific purpose.

When making a reservation you will be transferred to a secure (SSL) server in order to provide credit or debit card information. When you are transferred to this secure server you will see a padlock icon in the bottom corner of your browser window and the URL of the page you are viewing will begin with “https”. Any information you provide while you are within this secure environment is encrypted and cannot be read by a third party.

When you make a reservation we will use your email address for the purpose of fulfilling that reservation. This will include sending you an email to confirm your reservation and may include additional communication should we need to contact you regarding specific requirements or a cancellation.

15. Third party websites and viruses

ICEHOTEL cannot be held responsible for the accuracy, content, or availability of information about the hotel or our organisation that may be found on third party websites. Neither are we responsible for the content or privacy policies of any third party websites that have links to or from the ICEHOTEL website.

Attempts to interfere with the operation of our website, by whatever means, or any attempt to place an unreasonable or disproportionate load on our website or server infrastructure is prohibited.

In the event of our website failing to operate, either in whole or in part, due to infections by computer viruses, bugs, tampering, unauthorized intervention, fraud, technical failures or any other causes beyond reasonable control, we reserve the right in our sole and absolute discretion to prohibit usage of our site and to cancel, terminate, modify or suspend the site.