Conditions terms of booking and cancellation

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Special Terms and Conditions

If you are on a group holiday read the special terms and conditions for group holiday

For package holidays read the special terms and conditions for package holidays

GENERAL TERMS AND CONDITIONS FOR RESERVATIONS AND CANCELLATIONS

Lahti Region Ltd complies with the following terms and conditions for the ordering and reservation of its accommodation, transport and activity arrangement and additional services, as well as the cancellation of ordered services, unless otherwise specified in the reservation and cancellation terms of the service provider. The customer agrees to familiarise themselves with the service provider’s terms and conditions of reservation and cancellation.

The terms and conditions are binding on both parties (Lahti Region Ltd and the customer=booker) once the customer has made a reservation either through Lahti Region Ltd directly or through the online service at www.visitlahti.fi

RESERVATION AND PAYMENT

Reservations through Lahti Region Ltd:

Lahti Region Ltd always charges fees in accordance with its price list for services as it stands at any given time. The price list for services is available on our website at www.visitlahti.fi/palveluhinnasto.

The reservation is binding once the customer has paid the reservation fee. When ordering via telephone or at the office, the reservation fee / final payment must be paid via the reservation confirmation received by e-mail either by online bank transfer or credit card within three (3) days of the reservation. Online payments are transmitted by the Nordic company PayEx Credit AB (556735-5671) in cooperation with Finnish banks and credit institutions. PayEx Credit AB will be specified as the recipient of the payment on the bank account statement or credit card invoice and will transmit the payment to Lahti Region Ltd.

By paying the reservation fee, the customer accepts the general terms for reservations and cancellations.

If the reservation is made no later than forty-two (42) days before the start of the trip:

• A reservation fee of 30% of the total cost of the reservation is paid. The remaining balance will fall due forty-two (42) days before the holiday.

If the reservation is made less than forty-two (42) days before the departure date:
• The entire price of the reservation will be paid as a lump sum within three (3) days of making the reservation.

A service fee of EUR 10 will be added to the price of the reservation.

The services included in the price of the reservation will be specified in conjunction with the reservation confirmation. If the service reserved is accommodation, the check-in and check-out times (hotel) or the rental period and more detailed instructions regarding the stay (cottage accommodation) are provided either in the reservation confirmation or in the service provider’s own reservation and cancellation terms and conditions, which shall be itemised in conjunction with the holiday reservation.

After the holiday, Lahti Region Ltd will be entitled to charge to the customer fees for any services used by the customer during the holiday that were not included in the price of the service and that the customer did not pay at the destination. The customer will not be entitled to a refund if they do not use a service or services that they reserved.

Payment via invoice is possible only in special circumstances, which will be agreed upon with the customer on a case-by-case basis.

Online reservations made by the customer:

By booking a package holiday using Lahti Region Ltd’s Citybreak system (online service), the customer approves Lahti Region Ltd’s general reservation and cancellation terms and conditions and confirms that they have familiarised themselves with the instructions related to making a reservation.

For online reservations, the payment must be made using a credit card or via an online bank. Online payments are transmitted by the Nordic company PayEx Credit AB (556735-5671) in cooperation with Finnish banks and credit institutions. PayEx Credit AB will be specified as the recipient of the payment on the bank account statement or credit card invoice and will transmit the payment to Lahti Region Ltd.

With regard to online reservations, the customer may choose from the following payment methods:

• The reservation is paid in full at the time of reservation either by credit card or online bank transfer.

OR

• If the reservation is made more than forty-two (42) days before the start of the reserved service, a reservation fee of 30% of the total cost of the reservation is paid either by credit card or online bank transfer. The remaining balance is paid by online bank transfer or credit card forty-two (42) days before the start of the holiday using the final invoice received via e-mail.

• If the reservation is made less than forty-two (42) days before the departure date, the payment is made as a lump sum either by credit card or online bank transfer.

The reservation will be binding once the customer has made a reservation and paid the reservation fee or the full price of the holiday.

With regard to online reservations, the person making the reservation must be aged eighteen (18) or over.

The services included in the price of the reservation will be specified in conjunction with the reservation confirmation. If the service reserved is accommodation, the check-in and check-out times (hotel) or the rental period and more detailed instructions regarding the stay (cottage accommodation) are provided either in the reservation confirmation or in the service provider’s own reservation and cancellation terms and conditions, which shall be itemised in conjunction with the holiday reservation.

After the holiday, Lahti Region Ltd will be entitled to charge to the customer fees for any services used by the customer during the holiday that were not included in the price of the service and that the customer did not pay at the destination. The customer will not be entitled to a refund if they do not use a service or services that they reserved.

CANCELLATIONS AND CHANGES

Cancellations must be made in writing and sent to Lahti Region Ltd by email or letter. The cancellation will be deemed to be valid once Lahti Region Ltd receives notification of the cancellation. If the customer proves that they have cancelled their reservation in writing and have sent their cancellation to the appropriate address, the cancellation will be approved.

Lahti Region Ltd and the service provider reserve the right to cancel the reservation if the reservation fee has not been paid and/or the remaining balance has not been paid.

CANCELLATIONS AND CHANGES MADE BY THE CUSTOMER

The following cancellation terms and conditions will be applied to changes and cancellations made by the customer unless otherwise indicated in the reservation confirmation or in the service provider’s own terms and conditions for reservations and cancellation.

Cancellation terms and conditions for cottage accommodations

If the customer cancels their reservations forty-two (42) days before the start of the rental period or earlier, the payments made will be refunded to the customer in full.

If the customer cancels their reservation forty-one to twenty-nine (41–29) days before:
• they will be charged 30% of the total cost of the reservation and administration fees.

If the customer cancels their reservation twenty-eight (28) days before the start of the rental period or later:

• they will be charged the full cost of the accommodation and administration fees.

If the reservation is made from Lahti Region Ltd directly, the service fee of EUR 10 charged in conjunction with the reservation will not be refunded.

Cancellation terms and conditions for hotel accommodations

The rules for cancellation vary depending on the destination and the rate selected by the customer. The customer shall familiarise themselves with the price information and related cancellation terms and conditions at the time of making the reservation. If the rate selected by the customer does not include special conditions, the reservation can be cancelled without extra charges by 6:00 p.m. local time on the day before the start of the reservation.

If the reservation is made from Lahti Region Ltd directly, the service fee of EUR 10 charged in conjunction with the reservation will not be refunded.

Cancellation terms and conditions for activity services

Separate activity arrangements/services are subject to the terms and conditions of the service provider, which are itemised in conjunction with the holiday reservation, as they stand at any given time.

If the activity/service selected by the customer does not include conditions on the part of the service provider, the reservation can be cancelled without extra charges by 6:00 p.m. local time on the day before the start of the reservation.

Cancellation terms and conditions for additional services
Reserved and confirmed additional services, such as tickets to sports, cultural and other events, are always binding, and the cancellation fee will be equal to the full price of the additional service. Any fees already charged will not be returned if a reserved and confirmed additional service (e.g. a ticket booking) is not used for reasons related to the customer.

Changes made by the customer:

The customer may change the content of their reservation free of charge once before the beginning of the holiday if the changes are made no later than forty-two (42) days before the beginning of the reservation. Administrative fees will be charged for changes made later than this (with the exception of changes made to the arrival and departure dates). Changes to the arrival and departure dates are always processed as a new reservation and cancellation of the earlier one.

Administrative fees will be charged as follows:
• EUR 25 per reservation if the price of the reservation is less than EUR 200.
• EUR 50 per reservation if the price of the reservation is more than EUR 200.

CANCELLATIONS AND CHANGES MADE BY LAHTI REGION LTD AND/OR THE SERVICE PROVIDER

Lahti Region Ltd and/or the service provider are entitled to cancel the reservation under force majeure circumstances (e.g. a disaster, strike, riot, fire, war or another event beyond their control). The customer will be informed of such a circumstance without delay and any payments made by the customer will be returned in full. The customer is not entitled to any other compensation.
If the service provider is the owner of a cottage, they must provide the customer, if possible, with an accommodation facility that is as close to the original facility as possible. The customer shall pay the full price for this accommodation.

In such circumstances beyond the control of Lahti Region Ltd, Lahti Region Ltd is entitled to change the rental accommodation to another cottage that is similar in value and location if the customer agrees to this.

Lahti Region Ltd is not responsible for erroneous information (e.g. prices, reservation status, etc.) added by a third party (provider) in the Citybreak sales system. Lahti Region Ltd reserves the right to adjust the prices to remove any errors in the information before entering into an agreement.

RESPONSIBILITIES

THE CUSTOMER’S RESPONSIBILITIES AND INSURANCE

The customer will be sent confirmation after they have made a reservation. The customer must check to ensure that the information is accurate and consistent with the agreement. The customer is responsible for printing out the receipt, invoice, accommodation description and driving directions, as well as important contact information (place of accommodation) as well as the reservation terms and conditions at the time of making the reservation. Lahti Region Ltd must immediately be notified of any errors or deficiencies. The customer will also be obligated to notify Lahti Region Ltd of any changes to their contact information.

When making the payment, the customer must make sure that they return to the reservation confirmation page after the transaction has been completed. If the customer fails to return to the confirmation page, the reservation will not be made and the reservation system will not send confirmation via email. Lahti Region Ltd is not liable for failed reservations. The customer must contact Lahti Region Ltd immediately to resolve the issue. Lahti Region Ltd does not guarantee that the service in question will still be available at this point. If the service is no longer available, any fees charged to the customer will be returned or the customer will be offered an alternative service, if possible.

Customer’s responsibilities concerning places of accommodation

The customer must contact the manager of the place of accommodation regarding their arrival time and key arrangements either via e-mail or by telephone at least two (2) business days before the start of the rental period. The contact information for the manager of the place of accommodation can be found in the reservation confirmation received by the customer via e-mail immediately after making the online reservation. After the accommodation period, the keys must be left at the place of accommodation, unless otherwise agreed.

The customer agrees to comply with the rules and instructions relating to the accommodation. The customer is liable for any damage they cause to the property and the movable items in the property. The customer will pay such compensation directly to the owner of the place of accommodation. If the customer continues to cause disturbance to people in the same or adjacent property despite having been notified of this by the owner of the place of accommodation or their representative, the owner of the accommodation or their representative is entitled to terminate the rental agreement with immediate effect. Any costs arising from the measures mentioned above will be charged to the customer.

Customer’s insurance coverage

We recommend that, when making their holiday/service reservation, the customer takes out travel insurance against illness, accidents, cancellations, interruptions and damaged luggage. The level of cover may vary by company, so the customer should check to ensure that their insurance company provides sufficient cover.

RENTAL PERIOD AND STAY AT THE PLACE OF ACCOMMODATION

The rental period will be shown on the customer’s reservation confirmation.

Cottage accommodation

For cottage accommodations, the rental period usually begins at 3:00 p.m. on the arrival date and ends at 11:00 a.m. on the departure date, unless otherwise specified in the instructions related to the cottage rental.

If the price of the place of accommodation does not include or if the customer has not reserved bedsheets and towels (1 large and 1 small towel) and/or final cleaning service, the customer shall bring their own bedsheets and towels and is responsible for cleaning during the rental period and at the end of the stay.

If the place of accommodation has not been cleaned in a sufficient manner and needs to be cleaned by the owner after the customer has left, the customer shall be charged a cleaning fee after their stay. At some accommodations, it is possible to order a final cleaning service for a fee. Even if the customer has ordered the final cleaning service or it is included in the price, the customer is expected to leave the accommodation in a normal, tidy state (furniture and other items in place and intact, trash taken out and dirty dishes placed in the dishwasher).

The number of people (including children) staying at the place of accommodation must not be higher than the number of beds specified in the agreement. The owner of the place of accommodation is entitled to charge the customer an additional fee for each extra person, even if there were no additional beds for them. Pets may be brought only to such places of accommodation in which pets are allowed. The customer must specify any pets when making the reservation. The customer is responsible for picking up any animal droppings in the yard and is liable to the owner for any damage caused to the place of accommodation or any movable property in the place of accommodation. The manager of the accommodation and Lahti Region Ltd must be informed of any damage without delay.

Smoking is strictly prohibited in the places of accommodation. If the customer is deemed to have smoked in the place of accommodation, the owner will be entitled to charge the cleaning fees (min. EUR 200) to the customer. Lahti Region Ltd is not liable for any allergy symptoms or other problems experienced by the customer because of smoking or animal fur or dander. Even if the description of the place of accommodation mentions that pets are not allowed, the place is not guaranteed to be suitable for people suffering from allergies.

ERROR NOTIFICATIONS AND DISPUTES

Any error notifications concerning the holiday/service/place of accommodation must be filed directly with the provider/organiser of the holiday/accommodation/activity without delay. If the customer does not report any defects to the service provider, they will not be entitled to any compensation. In addition, the error notification must be submitted to Lahti Region Ltd in writing. If an error is not rectified after the provider of the service has been notified of the error, Lahti Region Ltd must be informed of this without delay. Any claims for damages must be filed with Lahti Region Ltd no later than 21 days after the end of the holiday.

To ensure that error notifications are processed and monitored smoothly and flexibly, all notifications should be submitted in writing by email to info (at) lahtiregion.fi or by post to Lahti Region Ltd, Salpausselänkatu 7, FI-15100 LAHTI.

Lahti Region Ltd is not liable for any harm or damage arising from problems caused by natural conditions, insects, voles, unexpected changes in the weather, construction work in adjacent areas, changes made by the owner to the place of accommodation or its equipment that Lahti Region Ltd has not been informed about, or problems caused by a third party (e.g. interruptions to the water or electricity supply or the Internet or television service).

CONTACT INFORMATION

Lahden seutu – Lahti Region Ltd.
Salpausselänkatu 7, FI-15110 Lahti
Tel. +358 (0) 40 127 9692
info (at) lahtiregion.fi