Cancellation terms for stays

For individual bookings of less than 10 rooms made directly with Comwell, the following conditions apply.

Payment terms

• Stays without Prepayment
  For bookings of stays without prepayment made via our website, an amount of DKK 1 is pre-authorised on the payment card for the purpose of card validation. For payments made via MobilePay, an amount of DKK 500 is reserved as security for the booking.

  Upon check-in, the price of the stay plus a deposit of DKK 500 per night must be pre-authorised on a payment card. The deposit serves as security for any additional services, damage or other outstanding balances. The pre-authorisation remains in place until settlement upon departure from the hotel.

  The guest’s bank may hold pre-authorised amounts on the payment card for a period determined by the individual bank (often up to 30 days). The release of such amounts depends on the guest’s bank.

  If, after the stay, the guest wishes to have a pre-authorised amount released, the guest must contact us at contact@comwell.com, stating the reservation number, and we will assist in arranging the release of the funds with the guest’s bank.

• Stays with Prepayment (Non-refundable)
  For bookings of stays with prepayment made via our website, the price of the stay is charged to the payment card at the time of booking. The stay cannot be amended, cancelled or refunded, unless otherwise provided under the force majeure clause (see section 12).
  
  Upon check-in, a deposit of DKK 500 must be secured on a payment card. The reservation remains valid until settlement upon departure from the hotel.

• Other booking
  For bookings made by telephone, email or in person, the price of the stay plus a deposit of DKK 500 per night is reserved on a payment card upon arrival as security for the booking. The reservation remains valid until settlement upon departure from the hotel.

Change and cancellation policy

• Room with or without Breakfast
  Stays may be cancelled free of charge until 4:00 pm on the day of arrival. In the event of cancellation after this time or in the event of no-show, payment for the first night will be charged.

• Non-refundable Stays
  Non-refundable stays require full prepayment at the time of booking and cannot be amended, cancelled or refunded, except in the event of force majeure (see section 12). Payment is charged at the time of booking.

• Stays including Dinner and/or Spa Treatments
  Stays including dinner, sports activities or spa treatments may be cancelled free of charge up to 7 days prior to arrival. In the event of cancellation between 6 and 2 days prior to arrival, 50% of the total price of the stay will be charged. In the event of cancellation less than 2 days prior to arrival, the full price of the stay will be charged.

• Stays booked using a booking code
  For stays booked using a booking code in connection with meetings, events, conferences or functions, the specific terms agreed between the organizer and the hotel shall apply. These may differ from Comwell’s general terms and conditions. It is the responsibility of the individual guest to be aware of and comply with the applicable terms. Please contact the organizer or the hotel if you are in doubt.

Any change to a reservation shall be treated as a cancellation and a new booking and may result in changes to prices and terms. Comwell reserves the right to adjust prices between the time of booking and the time of the change. Reservations cannot be transferred between different hotels.

Only applies to stays including dinner and/or spa treatments

The extended cancellation right covers the total reservation amount for the persons specified in the booking confirmation. It does not cover costs beyond the confirmed stay amount and applies only to the services specified in the final booking confirmation.

The extended cancellation right cannot be combined with non-refundable stays and cannot be transferred to other reservations.

The amount paid for the extended cancellation right is non-refundable.

For stays including dinner and/or spa, an extended cancellation right may be purchased for a fee of DKK 75 per adult. Children under the age of 12 included in the booking confirmation are covered without additional charge.

The extended cancellation right must be purchased at the time of booking and cannot be added subsequently. The fee for the extended cancellation right is non-refundable, unless the stay is cancelled by the hotel.

The extended cancellation right entitles the guest to cancel the stay without reason and without the need for documentation up to 4:00 pm on the day of arrival. In the event of later cancellation or no-show, the right cannot be exercised.

If more than 9 rooms are booked for the same period, the hotel will consider this a group booking. This may result in a change in prices and general terms and conditions, including cancellation and payment terms.

The hotel will send a group contract to be signed by the customer in order to confirm the reservations.

Comwell shall not be liable for any failure or delay in the performance of the agreement if such failure or delay is due to circumstances beyond Comwell’s reasonable control, including, but not limited to, fire, flooding, natural disasters, strikes, lockouts, war, terrorism, civil unrest, pandemics, government orders or other extraordinary events.

The exemption from liability shall apply only for as long as the relevant impediment persists and provided that Comwell could not, by reasonable measures, have avoided or overcome the impediment.

If Comwell is prevented from performing the agreed services due to force majeure, the parties may enter into discussions regarding rescheduling performance to a later date. If no agreement on a new date can be reached, or if this is not appropriate, any prepaid amounts for services that cannot be delivered will be refunded. This also applies to non-refundable stays.

Force majeure affecting the guest, including illness or travel restrictions that do not prevent the hotel from providing the stay, does not entitle the guest to a refund, unless otherwise required by mandatory law.