Online booking FAQ
Is there anything you wonder regarding your booking? Please find the most common questions below. If you don't find what you are looking for, do not hesitate to contact us. We are glad to be of help!
Due to that the ICEHOTEL online reservation is under evaluation, not all of our products are available online. But our ambition is to develop an improve the online reservations feature and will add more products with time. If you miss any of the products you would like to book, you are welcome to contact our reservations department.
When is ICEHOTEL open?
ICEHOTEL is open between mid-December mid-April. If you wish to make a reservation during another period, please contact our reservations department.
ICEHOTEL opens in several phases
ICEHOTEL opens in several phases, with a number of Snow rooms, Ice rooms, Northern Light suites and Art suites. To read more about the construction of ICEHOTEL, click here.
What can I book online?
Cold accommodation (Art suites, Norhten Light suites, Ice rooms and Snow rooms for 1-4 people), warm accommodation (hotel rooms and hotel chalets for 1-4 people), a selection of activities and transfer between ICEHOTEL and Kiruna Airport. If you are missing something, just give our reservations department a call and they can add it to your reservation.
Please note that it is only possible to search for one room at the time. To book several rooms, make a new search and add to your basket. If you wish to make a reservation 7 days prior to your arrival, please contact our reservations department.
Also note that bus transfer is only available to guests staying at ICEHOTEL, as an add on right after you have made your reservation. It is not possible to book a bus transfer online after your reservation is made, you need to contact our booking department to add it to your reservation. We are sorry for the inconvenience.
How many people can I include in a reservation online?
It is only possible to make a reservation for up to 8 people. If you need to make a reservation for a larger group of people), please contact our reservations department. For events, our Group and Conference Department would be happy to design tailor-made programs of accommodation, activities, meals and transfers, in accordance with your preferences.
What happens when I put my order into the basket?
Your order is put into “the basket”, which means that the order is registered, but not confirmed. After having put your products in the basket, a page appears where you see which products you have chosen to book.
How do I edit my basket?
Click "To my basket" and delete or add the products you want. All products will be available in your basket until you click "cancel". When I have made my booking and wish to pay and confirm it, what do I do then? Then, you click on “Continue” in the basket. A page then appears where you can complete your personal details and payment information. After your credit card has been verified, a confirmation will be sent to your e-mail address.
What is the difference between cold and warm accommodation? Warm accommodation are equivalent to regular hotel rooms and chalets. You sleep indoors, have a regular bed, and the room temperature is normal. All rooms are equipped with bathrooms and showers.
Cold accommodation is inside ICEHOTEL, which is built of ice and snow. The temperature is between minus 5 and 8 degrees Celsius. The beds are made of ice blocks with a mattress covered with reindeer skin and you sleep in a comfortable sleeping bag. Please note that all photographs of cold accommodation are from previous years and are shown for guidance purposes only. All accommodation include breakfast, towels and a winter overall, boots and mittens. Hats are available for purchase.
Why do I only see cold or warm accommodation in the search result? If you only get warm or cold accommodation when searching for accommodation, it means one or the other has no availability (fully booked). Try another date and do another search
No matter what I do, I keep getting the message “No availability…”, why is that?
Are you trying to make a reservation for more people than 2? Please contact our reservations department and they will help you make your reservation. Please note that ICEHOTEL is open from mid-December to mid-April. Please make sure that your search criteria is within that period. If you want to reserve a room a different period (year), please contact our reservations department. Also note that it is not possible to make a booking online closer than 7 days before arrival.
What does “Insufficient number of products booked” mean?
It means that the package you tried to book contains mandatory products. If you proceed without booking them, you’ll get an error message. Just click on the link “add products” and add the missing product to your reservation.
Can I bring children on a snowmobile tour?
Just make sure that every child is accompanied by one adult. You have to be at least 16 years to drive your own snowmobile. How many people can I include in a reservation when booking activities? Different activities have different availability. Most activities are arranged daily. What should I think about when signing up for activities? That they don't clash with each other! Make sure that you will have time to relax and/or change before heading off again. You have to be at the meeting point at least 10 minutes before the activity starts.
Confirmation and payment
When is my reservation confirmed? First you fill in the required information on the Payment page (step 3), accept the terms and conditions and click the button “confirm booking”. Your reservation will be processed and your credit card will be verified. After this, a page will appear with your booking number, and then your booking is confirmed. You will also receive a confirmation by email with the booking number. Please note that when your reservation is confirmed, the booking's total amount will be debited to your credit card.
I got a ICEHOTEL gift certificate I'd like to use - how should I do?
Contact our reservations department, and they will assist you with your booking. Please note that you can not use the gift certificate when booking online.
When and how do I pay?
You enter your card details on the Payment page (step 3). We accept Visa, MasterCard/Eurocard and American Express. When your card is verified, your booking will be confirmed. Is it safe to pay with my credit card? Yes, all transactions are encrypted (SSL 128 bits).
Are their any fees involved in making a reservation?
We do not apply any booking fees or credit card fees. But if you make a reservation and want to make changes other than adding more products (ex. changing the date) an administrative fee of SEK 200 will be added for each change. Adding more activities or making a table reservations can be made without any cost. For cancellation conditions, see below.
How do I change my booking? At the moment, changes have to be made via our reservations department. Cancellations can also only be made by contacting our reservations department.
Can I cancel the contents of my basket before confirming? Yes, you can cancel the entire booking when you click “cancel”. How do I cancel my booking after I have confirmed and paid? Call our reservations department +46 980 668 00 or e-mail email@example.com. Please remember to always have your booking number available when contacting us.
What are the cancellation conditions?
- Cancellations can be made without any fees 14 days from the time of booking by ringing the reservations department.
- Cancellations made 15 days after booking and up to 46 days before arrival will be charged a total of 25% of the booking 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.
If you wish to report errors or otherwise give us your opinion on our online booking, send feedback to firstname.lastname@example.org. If you need help to make your booking, please contact our Reservations department at +46 (0)980 668 00 or email@example.com.