Booking conditions


These Hotel Sointu (“Hotel”) Booking Terms and Conditions (“Booking Terms”) apply to individual persons’ accommodation reservations at the Hotel. The author of the accommodation reservation is referred to below as “Customer”. For group bookings, the Booking Terms and information regarding cancellation and change rights can be obtained separately from the Hotel’s sales service when you make a group booking. A group booking is when the number of hotel rooms included in the accommodation reservation made by the Customer is 2 or more.


The prices of the hotel rooms offered by the hotel (hereafter individually “room”) vary depending on the time and demand. The hotel can also offer various additional services available in connection with accommodation (such as breakfast, various gift cards, parking, etc.), the availability and prices of which will be announced separately at each time. In addition, the hotel may, at its discretion, offer rooms and additional services at various promotional and combination prices as part of limited promotional campaigns. All current prices and offers can be viewed on the Hotel’s website at The customer accepts the cancellation and change restrictions that may be related to the price he has booked, which are explained in connection with the booking process, e.g. The prices indicated in the price summary include the applicable value added tax at any given time. The room reservation made by the customer is paid in advance when the reservation is made, unless the Hotel has separately announced otherwise. The hotel has the right to debit and pre-verify credit card holders in connection with the reservation.

Paytrail Oyj (2122839-7) operates as the payment intermediary service provider and in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the recipient of the payment on the bank statement or card invoice and forwards the payment to the merchant. Paytrail Oyj has a payment institution license. In cases of complaints, we ask that you first contact the supplier of the product.

Paytrail Oyj, VAT-ID: 2122839-7
Innova 2 Lutakonaukio 7
40100 Jyväskylä Finland


Room reservations are made via the internet at

When making a reservation and no later than 24 hours before the announced date of arrival, the Customer must provide the personal information required by the Hotel for all persons belonging to the same accommodation reservation as the Customer. If the Customer does not provide this information as mentioned above, the Hotel has the right not to confirm the Customer’s reservation or cancel the reservation already made and return the price paid by the Customer to the Customer. In addition, in Finnish hotels, all persons staying in the room are obliged to fill out the passenger cards in the rooms and leave them in a visible place in the room upon departure. The reservation made by the Customer becomes binding for the Hotel when the Customer has made the payment in connection with the room reservation, and received the Hotel’s reservation confirmation by e- mail.

After the reservation has been confirmed, the accommodation provider has no right to increase and, correspondingly, no obligation to decrease the agreed accommodation price or otherwise change the conditions of the reservation, unless such a change is immediately due to a change in legislation or mandatory regulations of the authorities. However, the confirmed price cannot be increased in that case.

For reservations made through external sales channels, the reservation conditions of the external sales channel primarily apply where applicable.


The accommodation reservation is paid when booking the room. If the accommodation reservation and other fees collected by the Hotel have not been charged for its duration in full when booking the room, the Hotel will charge the reservation fee and other fees separately on an invoice. The invoice will be sent to the billing address given when making the reservation. The invoice is due for payment 7 days after the date of the invoice.


The customer can cancel his reservation within the cancellation conditions according to the reservation channel used and the reserved price. If the reservation was made through the Hotel’s website, the cancellation must be done by sending an email to In the cancellation email, the accommodation period and reservation number (ref.) must be mentioned. If the reservation was made with an invoice, a possible new invoice or refund invoice for changes or cancellations will be sent to the contact person indicated in the reservation.

The customer has the right to change or cancel his reservation free of charge no later than 72 hours before the start of the reservation. The customer will receive a refund in the form of a bank transfer or a refund to a credit card. Reservations can no longer be changed or canceled later than 72 hours before the arrival time. Separate reservation conditions apply to groups, and changes/cancellations must be made directly through the sales service.

Note! Reservations made through or another reservation channel must be changed and canceled using the same channel as the reservation was made. The right to change and cancel does not apply to reservations whose terms and conditions do not include the rights. The applicable cancellation conditions may vary depending on the selected room type, time and the conditions of any promotional campaign. The cancellation conditions applicable to the customer’s reservation at any given time are stated in the product description that appears with the reservation.

It is the customer’s responsibility to ensure that he has carefully familiarized himself with the applicable cancellation conditions before making a reservation.

In the case of billable reservations, failure to pay the advance payment is not a valid cancellation, but the cancellation must be notified to the Hotel separately within the terms of the cancellation conditions.


The room is available to guests from 4pm on the day of arrival. The persons staying in the room are not allowed to let outsiders into the hotel premises. The hotel has the right, at its discretion, to remove from the hotel’s premises any person who is not a Customer or a person who belongs to the same accommodation reservation as indicated in connection with the accommodation reservation. The key codes required to enter the hotel and/or rooms may not be given to anyone other than the persons who have been notified as staying in the room. The maximum number of people staying in a room is the capacity of the room, i.e. 1 person in a single room, 2 people in a double room, 3 people in a three-person room and 4 people in a four-person room, etc. The exception is families of five, where at least one child is under six years old. However, the hotel is not obliged to supply the room with additional bedding or towels.

The persons staying in the room must vacate the room by 11am on the day of departure, after which the door codes will no longer work. The hotel is not responsible for items left in the rooms or in the hotel’s public areas. Persons staying in the room must always check that the doors are locked when leaving the room or the hotel. If the Customer does not vacate the room by 11am on the day of departure and thus prevents the cleaning of the room, the Hotel has the right to charge the Customer €50 for each starting hour after 11am until the Customer has properly vacated the room.



If the room reservation continues after the due date of the invoice and if the separate invoiced reservation fee or other fees collected by the Hotel have not been paid by the due date of the invoice at the latest, the Hotel has the right to terminate the contract immediately. A notice of cancellation will be sent by e-mail to the e-mail address provided when making the reservation and by text message to the phone numbers to which the Hotel has sent the room key code.

If the Customer, a person who is part of the same accommodation reservation announced at the time of the accommodation reservation, or another person allowed by them into the hotel’s premises violates the Booking Conditions or rules of procedure in a material way, the Hotel has the right to terminate the contract with immediate effect. Among other things, the following are considered to be a material violation: (i) handing over the key code to a person other than the one indicated at the time of the accommodation reservation and belonging to the same accommodation reservation; (ii) accommodation in the room of a person other than the one indicated at the time of the accommodation reservation belonging to the same accommodation reservation; (iii) using the room for purposes other than personal accommodation, such as performing a gainful activity, without prior written permission from the Hotel; (iv) repeated behavior that disturbs the residents of the hotel or those living in the vicinity of the hotel; and (v) damaging the hotel room, the hotel’s common areas and the property located in them. A notice of cancellation will be sent by e-mail to the e-mail address provided when making the reservation and by text message to the phone numbers to which the Hotel has sent the room key code.

If the Customer or a person who belongs to the same accommodation reservation notified in connection with the accommodation reservation has, in connection with previous accommodations, violated these Booking Conditions or the hotel’s rules of procedure in a material way, the Hotel reserves the right, at its discretion, not to accept the Customer’s new reservations or to cancel the new reservations made by such a Customer before they start. If the Hotel cancels the new reservations made by the Customer on the basis mentioned above, the Hotel’s liability is limited to the refund of the payments paid by the Customer in advance. The room key code does not work after the contract is terminated. The customer does not have the right to a refund of the payments made or to other compensations when the Hotel terminates the contract in accordance with the above.


The Hotel is not responsible for any damage, delay or non-performance of the contract caused by a circumstance or obstacle beyond the Hotel’s control, which the Hotel cannot reasonably be expected to have taken into account at the time of booking the accommodation or after, and the consequences of which it could not reasonably have avoided or overcome (force majeure). Force majeure is, without limitation, considered to be, for example, fire, water damage, war, state of emergency, natural disasters or a ban or order issued by an authority, due to which the hotel is completely or partially out of use.

In the event of force majeure affecting the Room reserved by the Customer or affecting its use, the Hotel has the right to cancel the reservation made by the Customer either before the start of the stay (if the force majeure occurs before this time) or during it (if the force majeure occurs during the stay). The hotel informs the Customer of a cancellation due to force majeure without delay after receiving information about it.

If the Hotel cancels the Customer’s reservation due to force majeure, the Hotel’s liability is limited to refunding the payments already paid by the Customer. The hotel is under no obligation to obtain replacement accommodation for the Customer, nor to compensate the Customer for any other expenses, costs or damages resulting from the cancellation and/or an event that is the basis of force majeure (such as additional costs incurred by the Customer from procuring replacement accommodation, travel expenses or damage to the property in the Customer’s room), except to the extent and only to the extent that said expenses, costs or damages are possibly compensable based on the hotel’s insurances at the time of the incident.


In long-term accommodations, basic cleaning is performed every seven (7) days.

If the Customer wishes to have the room cleaned during the stay lasting more than two days, he must notify the customer service by phone or email by 6pm on the day before the requested cleaning.

The hotel staff has the right to visit the hotel room during the stay, if necessary, for example due to necessary maintenance work or another similar reason.


The customer must be of legal age. A minor may stay at the hotel, provided that at least one adult person stays in the same room.


The hotel aims to offer its customers a comfortable and safe customer experience. For this reason and to ensure common comfort and safety, all persons staying at the Hotel must follow these rules of order and the regulations marked on the hotel’s signs.

Please note that a procedure that violates these rules of order can lead to immediate removal from the hotel and liability for compensation.

The guest must follow good manners and behave appropriately in the hotel premises. The guests must not disturb other residents of the hotel or those living in the vicinity of the hotel with their behavior, for example by making noise, damaging property or disturbing in other ways. The guest is also responsible for the actions of any other person they let into the hotel.

Property in the hotel rooms and in the hotel’s common areas (such as furniture, bed linen and other equipment such as fire alarms, shower equipment, TV and radio) must not be damaged. Property in hotel rooms may not be taken out of the room. It is forbidden to bring dangerous objects or substances suitable for harming others into the hotel premises.

Every guest has the right to peaceful accommodation. Especially after 10 p.m., the guest must avoid loud talking, listening to music or other noise that may disturb other guests.

Smoking and open fires (including burning candles, incense, etc.) in the rooms and other areas of the hotel are strictly prohibited and may trigger an automatic fire alarm. The person who acted in violation of the ban is responsible for all the resulting alarm, maintenance and cleaning costs. Smoking is only allowed in a separate smoking area designated by the Hotel in the hotel area or in the immediate vicinity.

Bringing pets to the hotel premises without notice is prohibited. The guest who brought animals to the hotel premises is obliged to compensate all maintenance, administration and cleaning costs caused by activities contrary to the ban.

It is forbidden to let unauthorized persons into the hotel premises. The exterior doors of the hotel and the doors of the hotel rooms must be kept locked to prevent unauthorized persons from entering the hotel premises. The guest must make sure that the front door of the hotel is locked after he leaves the door.

The key codes given to the guest must be kept carefully, and they must not be given to anyone other than the persons who have been notified to stay in the room, and the codes must not be disclosed to outsiders.

For the sake of public safety and the protection of the property of the guests, the guests are not allowed to store any items in the hotel’s public areas (such as the lobby, corridors, etc.).

In order to maintain order and ensure the safety of the guests, the hotel’s public areas may have recording camera surveillance. If necessary, the guest can also contact the Hotel’s customer service in the event of a disturbance, whose contact information is displayed in the hotel.

The hotel’s accommodation facilities are only intended for personal accommodation. It is forbidden to engage in any kind of gainful activity in the Hotel’s premises without prior written permission.


The customer is responsible for the correctness of the contact information provided during the reservation. The hotel is not liable for compensation in situations where the reservation confirmation or other information related to the reservation could not be delivered to the Customer due to incorrect contact information.

The person staying in the room is fully responsible for all damages and costs caused to the hotel (including, without limitation, common areas and rooms with furniture and equipment), other customers or third parties, or their property due to the negligent or intentional behavior of the customer, the guest, or another person admitted to the hotel’s premises, or which are the result of activities contrary to these Terms and Conditions. If the identity of the person staying in the room causing the damage or costs cannot be found out, or the damage or costs cannot be recovered from him, the damage and costs will be invoiced to the Customer.


Items left at the hotel will be stored at the hotel for one (1) week, after which they will be delivered to Suomen Löytötavarapalvelu once a week, where they can be inquired about and retrieved for three months. More information about Suomen Löytötavapalvelu can be found at


If the Customer or the guest discovers an error or deficiency related to the reservation he made or the equipment or condition of the hotel rooms, he must notify the Hotel’s customer service immediately upon discovering the error, and in any case during the stay, so that the Hotel has the opportunity to correct the error or deficiency during the stay. The hotel is not obliged to compensate the customer for errors or omissions that have not been notified to it as mentioned above.

If the Customer has arrived at the hotel following its check-in times, but the reserved room is not available, the Hotel will endeavor to get the Customer the closest possible room of a similar standard without additional costs. If the Hotel cannot offer the accommodation booked by the Customer in the agreed manner, the Customer is entitled to get the payments made back. The hotel must immediately notify the Customer of any changes to the reservation. In all cases, the hotel’s liability is limited to refunding the price paid by the Customer.


These Booking Conditions do not weaken the Customer’s rights based on mandatory consumer protection legislation.

The hotel reserves the right to make changes to these Booking Conditions. The hotel tries to announce the changes before they come into effect on its website or in another way it deems appropriate. The customer is obliged to ensure that he has familiarized himself with the valid version of the Booking Conditions before accepting his reservation.

HOTEL SOINTU OY – 20 April 2023