Introduction
When booking accommodation, transport, activities, gift vouchers and other products and services provided by ICEHOTEL, you will receive confirmation with a unique booking number. This confirmation is your agreement with ICEHOTEL and includes the products, services, dates and terms that you have agreed with ICEHOTEL.
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.
Up
Booking
Bookings can be made free of charge for 7 days. After 7 days the booking should be confirmed by payment of the total amount. If ICEHOTEL has not received the total amount within 7 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.
Up
Booking and payment online
Please note that the option to make preliminary bookings is not available online, only direct confirmation and payment. But you can cancel your reservation without fees within 7 days from booking date.
When reserving 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.
Up
Cancellation conditions
- Cancellations can be made at no cost up to 7 days from the time of booking by contacting the reservations department.
- Cancellations between 8 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.
Up
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.
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.
The cancellation insurance applies only in connection with presentation of a certificate. If the customer use the cancellation insurance, all the participants in the reservation will be cancelled. No partial refund can be given.
The certificate shall reach ICEHOTEL no later than 14 days after scheduled arrival date.
Up
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. Adding more products to your booking can easily be done on our web page, via your personal page. You'll find login and password on your booking confirmation.
Up
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. With unforeseen circumstances, we referr to;
- 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.
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.
Up
Additional information
ICEHOTEL opens in several phases. The first phase is completed December 10th and each week thereafter a new section opens. Main Hall and a handful of Snow rooms opens up on December 10th, ABSOLUT ICEBAR opens December 12th and the Ice Church is completed on December 23rd. More suites and rooms will be available each week until December 30th 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.
A winter overall 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 fire, etc, which might ware and tear on the outer clothing. ICEHOTEL is not obliged to compensate any damage to your private clothes.
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.
Eligibility for Snowmobile and/or Ranger
You must 16 years or older to drive a snowmobile/Ranger; alcohol consumption is not permitted when driving a snowmobile and breath tests may be carried out.
If you have a driving license (regardless of eligibility) or tractor cards that is issued before 1 January 2000 this entitels 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.
Up
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 applies 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, turn to our reception for assistance so that any misundestandings 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-commerical use, such as your portfolio, blog, private website, etc, we request that you credit the artist/artists.
Up
Complaints/disputes
Any errors that occurs 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.
Up
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.
Up
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, withing 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.
Up
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.
Up
ICEHOTEL AB, 981 91 Jukkasjärvi, SWEDEN
Registration number: 556234-742