uk / Booking conditions

Introduction 

 Booking

Booking and payment online

 Cancellation conditions

 Cancellation insurance

Changing/cancelling your booking

 Cancellation due to illness/unforseen events

 Additional information

Your obligations as a guest/visitor

Complaints/disputes

Privacy

Force Majeure

Subject to change 

Introduction

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

Breakfast is included in the price of accommodation. During the winter season the admission fee to ICEHOTEL, winter overalls, shoes and gloves are also included. Helmet is included for snowmobile activities.

Warm winter clothes, gloves, shoes, breakfast buffet, morning sauna and admission to ICEHOTEL (worth SEK 325) is always included in the price when you stay in one of our accommodations. Please respect that the warm clothes you borrow may only be used in Jukkasjärvi and when you are out on activities arranged by ICEHOTEL.

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Booking

Bookings can be made free of charge for 14 days. After 14 days the booking should be confirmed by payment of the total amount. If ICEHOTEL has not received the total amount within 14 days the booking will be automatically cancelled.

If you call and make a reservation, payments can be made with credit and/or bank cards via our website. We accept Visa, MasterCard and American Express. You can also pay by Swedish bank giro. Please instruct your bank to forward your payment to: SWEDBANK, S-10534 Stockholm. Swift-address: SWEDSESS. IBAN-no: SE2280000826440543040158. Account no 626-8999. 

However, always ensure that you state your unique reservation number so that we can quickly match the right payment with the right booking.

 
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Booking and payment online

Please note that the option to make preliminary bookings is not available online, only direct confirmation and payment. However, you can cancel your reservation without any fees within 14 days from booking date. Flights are not refundable regardless of cancellation time.

When you make your reservation online, you pay directly by entering your credit card information on the booking step "Payment" (step 3). The booking's total amount will be debited to your credit card.

 

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Cancellation conditions

• Cancellations can be made at no cost up to 14 days from the time of booking by contacting the reservations department. 
• Cancellations between 15 days from the booking date and 46 days before arrival will be charged at 25% of the booking’s total amount.
• Cancellations between 45 and 15 days before arrival will be charged at 75% of the booking’s total amount. 
• Cancellations within 14 days of arrival will be charged at 100% of the booking’s total amount.
• Flights are not refundable regardless of cancellation time.

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Cancellation insurance

You can only buy the cancellation insurance at the same time as the first reservation date,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 want 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 3 pm (CET). The cost for the cancellation insurance, flights are not refundable regardless of cancellation time 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 up to 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 and flights are not refundable regardless of cancellation time).

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. 

 
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Changing/cancelling your booking

If you would like to make changes to your booking, you can do so by phoning our reservations department at +46 980 680 00 or info@icehotel.com. It also possible to add more products to your booking via our web page, by logging in on your personal page. You'll find login and password on your booking confirmation. 

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Cancellation due to illness/unforseen 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;

• Cancellation insurance has been added to your reservation, 350SEK.
• 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. 

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Additional information

ICEHOTEL opens in several phases. The first phase is completed during mid-December and each week thereafter a new section opens. More suites and rooms will be available each week until mid-January when the construction of ICEHOTEL is completed. Read more about the construction phases here.

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.

A winter overall, mittens and boots are included in your stay at ICEHOTEL during winter. We recommend that you use these clothes when participating in our activities, being outdoors, etc. 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.

Warm winter clothes, gloves, shoes, breakfast buffet, morning sauna and admission to ICEHOTEL (worth SEK 325) is always included in the price when you stay in one of our accommodations. Please respect that the warm clothes you borrow may only be used in Jukkasjärvi and when you are out on activities arranged by ICEHOTEL.

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.

Supplement for an individual snowmobile in association with snowmobile tours varies between SEK 800–1,200 per machine incl. fuel. All tours include insurance for the snowmobile. You must 16 years or older to drive a snowmobile; alcohol consumption is not permitted when driving a snowmobile and breath tests may be carried out.

An excess of a maximum SEK 8,000 per incident/snowmobile will be charged to the person who was driving the damaged snowmobile.

 

Eligibility for Snowmobile and/or Ranger

If you have a driving license (regardless of eligibility) or tractor cards that is issued before 1 January 2000 this entitles you to drive a snowmobile.

If you have a driving license (regardless of eligibility) or tractor cards issued from January 1, 2000 this entitles you to drive a snowmobile only in the context of
tourist activities.
 
Note that also the holder of a license with competence AM (moped class I) has the right to drive a snowmobile under these conditions even if he or she not reached the age of 16 years.  

Please note that all tours require at least two adult participants for departure. You have to be at the Meeting place 10 minutes before the activity starts.

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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 the reservations department at ICEHOTEL to correct any misunderstandings immediately.
• 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.

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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.

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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.

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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.

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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 other terms and conditions apply to group and conference reservations. For more information, please contact ICEHOTEL Group and conference department.

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