Booking and Stay Terms · House Rules · Privacy Notice

The Booking and Stay Terms and House Rules are accepted subject to the selected rate; the booking confirmation prevails if there is any inconsistency. The Privacy Notice explains the processing of personal data and is information rather than consent.

At a glance

Check-in is available from 15:00; check-out is no later than 10:00.

Payment and required guest details must be received and approved before the access code is released.

The exact cancellation deadline is stated in the booking confirmation.

Quiet hours are from 22:00 to 07:00.

Smoking and vaping are prohibited, including on balconies and terraces.

Pets are not permitted; assistance and service dogs are handled separately under applicable law.

Only registered guests may stay or enter rooms; parties are not permitted.

Report faults, defects or dissatisfaction immediately in writing so the hotel can investigate and remedy the matter.

Part 1 · Booking and Stay Terms and House Rules

Terms and Conditions for Hotel Østersø / H50 2021 A/S

Effective from: 01.01.2026

These Terms and Conditions apply to reservations, stays, hotel rooms, group bookings, add-ons and other services offered, managed or provided by:

H50 2021 A/S / Hotel Østersø

CVR No.: 41258853

Flensborgvej 50

6200 Aabenraa

Denmark

E-mail: info@hotelosterso.dk

Website: www.hotelosterso.dk

In these Terms and Conditions, H50 2021 A/S / Hotel Østersø is referred to as “the hotel”, “we”, “us” or “Hotel Østersø”. The person, company, public authority or organisation making the reservation or using the stay is referred to as “the guest”, “the customer” or “the booker”.

These Terms and Conditions apply unless otherwise expressly agreed in writing, or unless other terms clearly appear from the booking confirmation, booking channel or a separate group or corporate agreement.

1. Scope

These Terms and Conditions apply to all reservations and stays at Hotel Østersø, including individual hotel reservations, corporate bookings, group bookings, third-party bookings, add-ons and other hotel-related services.

Hotel Østersø provides hotel rooms for temporary accommodation. A hotel stay does not constitute a residential tenancy under Danish tenancy legislation.

By making a booking, the guest accepts these Terms and Conditions, the specific terms stated in the booking confirmation, the hotel’s House Rules, parking rules, access instructions, guestbook, PDF guide, instructional video and other information sent before or during the stay.

If there is any inconsistency between these Terms and Conditions and the specific booking confirmation, the specific booking confirmation shall apply to the relevant reservation.

2. Booking and confirmation

A reservation is binding once the hotel, booking system or booking channel used has sent a written booking confirmation, booking reference or other confirmation to the guest.

When making a booking, the guest must provide correct and complete information, including:

full name

address

e-mail address

mobile phone number including country code

nationality, if requested

arrival and departure date

number of guests

payment information

any special needs, such as accessibility requirements, allergies or similar matters

The guest is responsible for ensuring that the contact details provided are correct and functional during the trip. Missing, incorrect or hidden contact details may mean that access information, payment links, parking links or practical information cannot be delivered in time. This shall not be considered a defect in the stay.

Reservations may only be made by persons aged 18 or above. The person making the reservation is responsible for all persons covered by the reservation, including minors, accompanying guests, visitors and other guests.

The hotel may require valid identification, payment card, deposit or other security before or during the stay. If the guest is unable or unwilling to provide the required information, identification or payment, the hotel may refuse check-in without refund if the conditions for the stay have not been fulfilled.

3. Self-service hotel and digital access

Hotel Østersø may operate as a self-service hotel with keyless access and without a traditional staffed reception.

The guest will normally receive all necessary information digitally, including PDF guide, instructional video, guestbook, access instructions, parking information, breakfast information and other practical information.

The guest is responsible for reading all information sent before arrival. Failure to read the information provided, failure to use the guestbook or misunderstandings caused by the guest not following the instructions sent will generally not entitle the guest to a refund, price reduction or compensation.

On the day of arrival, access information is normally sent by e-mail and/or SMS once the reservation, payment and required contact details have been correctly registered. Access codes are normally activated from the stated check-in time and deactivated at check-out.

If access information has not been received by 12:00 noon on the day of arrival, the guest must immediately contact the hotel in writing with full name, booking number, direct e-mail address and mobile phone number including country code.

4. Reservations made through third parties

If the reservation has been made through a third party, such as Booking.com, Expedia, Hotels.com, Agoda, Amadeus, Airbnb, a travel agency, corporate booking platform or other external booking channel, the terms of that booking channel apply to changes, cancellation, payment and refunds.

Changes, cancellation, shortening of the stay, refund requests or booking errors must be handled through the channel where the reservation was made.

As a general rule, the hotel cannot directly change, cancel or refund third-party reservations if the agreement, payment or booking terms are administered by the third party.

If the third party does not provide the guest’s e-mail address, phone number, nationality or other necessary information, the guest is responsible for immediately sending this information to the hotel. Without correct information, the hotel cannot guarantee that access information and practical information can be sent in time.

When booking through a third party, the guest is still required to comply with the hotel’s House Rules, parking rules, access rules and all other stay conditions.

5. Prices

All prices are stated in Danish kroner, DKK, including VAT and any mandatory service charges, unless otherwise clearly stated.

Prices are dynamic and may vary depending on date, demand, length of stay, room type, number of guests, booking channel and availability.

The price stated in the final booking confirmation applies to the specific reservation. However, the hotel reserves the right to correct obvious pricing errors, technical errors, currency errors, system errors or errors in third-party systems. If there is an obvious error, the hotel may cancel the reservation or offer the guest the option to complete the reservation at the correct price.

If public taxes, charges, tourist taxes, environmental fees, VAT or other statutory fees change after booking, the hotel reserves the right to adjust the price accordingly, to the extent permitted by law.

6. Payment, payment cards and security

Payment must be made in accordance with the selected rate, booking channel and booking confirmation.

The hotel may require:

prepayment

payment card guarantee

deposit

payment via payment link

bank transfer

EAN/invoice subject to prior written approval

other payment security

Access codes, key information or access to the hotel room may be withheld until payment, deposit, required guest information and any payment guarantees have been received and approved.

By making a booking, the guest accepts that the hotel may charge or subsequently collect payment for the reservation, add-ons, parking services, extra guests, damages, missing inventory, breach of House Rules, extra cleaning, late check-out, smoking fee, pet fee, eviction, unpaid services and other documented claims arising in connection with the stay.

The guest also accepts that the hotel may charge the payment card used for the reservation, or otherwise invoice the guest, for standard fees and documented additional costs caused by breach of these Terms and Conditions or the hotel’s House Rules.

The standard fees stated in these Terms and Conditions do not limit the hotel’s right to claim higher documented costs if the hotel’s actual loss, cleaning costs, repair costs, replacement costs, security costs, technical costs, relocation costs, lost rental income or other documented expenses exceed the standard fee.

The hotel may reserve an amount on the guest’s payment card as security. Release of reserved amounts depends on the card issuer and the guest’s bank.

In the event of late payment, the hotel may charge interest, reminder fees, debt collection costs and other costs in accordance with applicable Danish law.

Payment by foreign cards, company cards or certain payment methods may incur fees if permitted under applicable law.

7. Invoice and company payment

Invoices are generally issued based on the information provided at booking, payment or in the guestbook.

If the guest has booked through a third party, the invoice or receipt will be issued based on the information the hotel receives from the third party and/or the information the guest has entered in the hotel’s guestbook.

If the invoice must be issued to a company, public authority, EAN, specific CVR number or other payer, the correct invoice information must be provided in writing before check-out and preferably when first logging into the guestbook.

The hotel is not responsible for incorrect invoice information caused by the guest providing incorrect information to the booking channel, third party or guestbook.

Changes to invoices after the stay may involve longer processing time and can only be made if accounting and legal requirements allow it.

Payment by EAN, invoice or credit is only granted by prior written agreement. Public institutions may, by agreement, be offered 30-day payment terms.

8. Cancellation and changes for direct bookings

Cancellation and change terms depend on the selected rate, booking type and booking confirmation.

Unless otherwise stated in the booking confirmation or a separate written agreement, the following applies to direct bookings made through the hotel’s own channels:

1-2 rooms

May be cancelled in writing no later than 15:00 on the day before arrival. In case of later cancellation, no-show or failure to arrive, the full amount of the reservation will be charged, unless otherwise stated in the booking confirmation.

3-10 rooms

May be cancelled in writing no later than 14 days before arrival, unless otherwise agreed. In case of later cancellation, the hotel may charge the full amount or the documented loss.

More than 10 rooms

Bookings of more than 10 rooms, meaning 11 rooms or more, are considered group bookings, regardless of whether the reservation is made as one booking or divided into several reservations for the same period, same company, same group or same purpose.

For bookings of more than 10 rooms, the hotel may require a deposit of 30% of the total reservation amount at the time of booking. The reservation is only finally confirmed once the deposit has been received, unless otherwise agreed in writing.

The remaining amount for group bookings must generally be paid no later than 14 days before arrival, unless otherwise agreed in writing.

For group bookings, the following cancellation deadlines apply unless otherwise stated in a separate group agreement:

11-30 rooms: no later than 6 weeks before arrival

31 or more rooms: no later than 3 months before arrival

In case of later cancellation, reduction in the number of rooms, change of date or shortening of the stay, the hotel may charge the full amount or the documented loss.

Changes to date, length of stay, number of guests or room type may result in a changed price. Changes are only valid when confirmed in writing by the hotel.

The hotel is not obliged to accept changes after the cancellation deadline, after check-in or after the stay has commenced.

9. Non-refundable bookings, campaign offers and special rates

Reservations marked as “non-refundable”, “prepaid”, “campaign rate”, “special offer”, “event stay”, “special rate” or similar cannot be changed, cancelled or refunded, unless otherwise expressly stated in the booking confirmation or required by mandatory law.

For non-refundable reservations, the full amount is normally charged at the time of booking or shortly thereafter. The amount will not be refunded in case of illness, transport problems, incorrect date, changed plans, no-show, late arrival, unused stay or other circumstances relating to the guest.

The guest is advised to take out relevant travel or cancellation insurance.

10. No statutory right of withdrawal

When booking hotel accommodation for a specific date or period, there is generally no statutory 14-day right of withdrawal.

The guest’s right to cancel, change or receive a refund therefore depends on the specific rate, booking confirmation, booking channel terms and these Terms and Conditions.

11. No-show, late arrival and failure to check in

If the guest does not arrive on the arrival date and has not agreed otherwise in writing with the hotel, the reservation is considered a no-show.

In case of no-show, the hotel may charge the full amount of the reservation, and the guest is not entitled to a refund.

If the guest expects a very late arrival, the guest must ensure that payment, contact details and access information are in order before arrival.

Failure to complete check-in or failure to use the stay does not entitle the guest to a refund.

12. Binding stay after check-in

Once the guest has received an access code, gained access to the hotel room or otherwise commenced the stay, the reservation is considered commenced and binding for the entire booked period.

In case of early departure, shortening of the stay, non-use of individual nights or a request to shorten the stay after check-in, no full or partial refund will generally be granted.

This also applies if the guest has booked through a third party, unless the third party’s terms or mandatory law provide otherwise.

13. Check-in and check-out

Unless otherwise stated in the booking confirmation, the following applies:

Check-in is available from 15:00 on the day of arrival.

Check-out must take place no later than 10:00 on the day of departure.

Access codes are activated and deactivated automatically according to the applicable times.

Early check-in and late check-out are only possible if ordered and paid for in advance through the guestbook or otherwise agreed in writing. This depends on availability and the cleaning schedule.

The standard fee for agreed early check-in or late check-out is DKK 100, unless otherwise stated.

At check-out, the guest must leave the hotel room on time, close doors and windows, switch off lights and appliances, leave key cards/access chips according to instructions and ensure that the room is left in a generally tidy condition.

If the check-out time is not respected without prior written agreement, the hotel is entitled to charge payment for one additional night at the applicable daily rate. This applies regardless of the reason for the delayed departure, as the delay may prevent cleaning, preparation and access for the next guest.

The hotel may also charge documented additional costs, including extra cleaning, security guard, technician, relocation of the next guest, lost resale, access system costs or other costs caused by late check-out.

14. Rooms, facilities and special requests

The reservation covers the room or category type stated in the booking confirmation.

Photos, floor plans and descriptions are indicative. Layout, view, floor, furniture, bed setup, accessibility, balcony, terrace, bathtub and other details may vary within the same category.

Special requests, such as a specific room, floor, view, bed setup, step-free access, bathtub, balcony, terrace or location close to the entrance, may be noted but cannot be guaranteed unless the hotel has confirmed the request in writing as part of the reservation.

If the guest requires step-free access, an accessible room or special accessibility conditions, this must be stated before booking. The guest must book the relevant category if such a category exists. The hotel is not responsible if an ordinary category does not meet special accessibility needs when the need has not been disclosed and confirmed in writing.

Hotel Østersø is located in an existing building, and stairs, level differences, building-related variations and technical conditions may occur. Such conditions do not constitute a defect if they are normal for the property and do not materially deviate from what has been disclosed.

15. Number of guests, children, extra beds and unregistered guests

The number of guests must not exceed the number stated in the reservation.

It is not permitted to allow more persons to access, use or stay overnight in the hotel room than booked, regardless of whether there is a sofa, extra space or any other possibility in the room.

Unregistered persons may not stay overnight in the hotel room. The guest may not bring or allow extra guests into the hotel room without the hotel’s prior written approval.

If the guest brings, allows access to or accommodates one or more persons who are not included in the reservation, the hotel may charge DKK 995 per extra or unregistered guest per night or per incident. This applies regardless of whether the extra person uses a bed, sofa, floor space, bathroom, breakfast, towels or other hotel facilities.

The extra guest fee does not give the guest a right to additional beds, bedding, breakfast, towels or increased room capacity unless this has been expressly approved by the hotel in writing.

Children over 2 years of age count as guests/adults for capacity purposes unless otherwise stated by the booking channel. Extra bedding requires prior booking and payment.

Children under 2 years of age may generally sleep in the parents’ bed without separate payment if this is possible in the specific room type. A baby cot may be ordered, if offered, against payment. The standard price for a baby cot is DKK 100 per stay, unless otherwise stated.

Violation of the rules regarding the number of guests may result in additional charges, eviction without refund and payment for extra cleaning, wear and tear, damages or other costs.

The person who made the reservation is responsible for all persons covered by the reservation and for any unregistered persons or visitors given access to the hotel room or hotel property.

16. Breakfast and add-ons

Breakfast is not included unless this is expressly stated in the booking confirmation or has been separately ordered and paid for.

Breakfast, if offered, must be ordered and paid for through the guestbook or another method approved by the hotel, unless it is already included in the reservation.

The standard price for breakfast is DKK 120 per person, unless otherwise stated. Children aged 0-3 may be free of charge if this is stated in the guest information or booking confirmation.

Breakfast is served in the designated breakfast area according to the times stated in the hotel’s guest information.

The guest must read the PDF guide, instructional video and guestbook sent by the hotel for practical information about breakfast, opening hours and any special conditions.

Allergies and special dietary requirements must be stated in writing well in advance of arrival. The hotel will attempt to accommodate reasonable requests but cannot guarantee special dietary requirements unless confirmed in writing.

Baby cot, early check-in, late check-out, parking, extra bedding, bicycle storage and other add-ons are only included if stated in the booking confirmation or separately ordered and paid for.

17. House Rules

The guest must treat the room, building, common areas, neighbours, staff and other guests with respect.

The following is not permitted:

smoking

pets or animals

parties

noisy behaviour

more guests than booked

access to or overnight stays by unregistered persons

illegal activities

commercial use without written agreement

harassment, threats or violence

use of open fire

blocking escape routes

tampering with smoke alarms, fire equipment, locks, cameras or technical installations

bringing bicycles, e-bikes, scooters or similar items indoors where this is prohibited

charging lithium batteries, e-bikes or electric scooters indoors unless a designated approved area has been expressly indicated

leaving, placing or dumping waste in the car park, by the property, in common areas, by neighbouring properties or anywhere not designated for waste

Quiet hours are generally from 22:00 to 07:00. During this period, special consideration must be shown to neighbours, other guests and the surroundings.

The hotel may evict guests who violate the House Rules without refund.

Standard fees for breach of House Rules include, but are not limited to:

Extra or unregistered guest: DKK 995 per guest per night or per incident

Smoking: DKK 2,000 per incident

Pets or animals without prior written approval: DKK 2,000 per incident

Deliberate waste dumping or grossly irresponsible waste disposal: DKK 2,500 per incident

Bicycles, e-bikes or scooters brought indoors in breach of the rules: DKK 1,000 per item

Late check-out without prior written agreement: one additional night at the applicable daily rate

These fees do not limit the hotel’s right to claim higher documented costs if the hotel’s actual costs or losses are higher.

18. Smoking

All rooms, balconies, terraces, common areas, entrances, staircases, corridors, windows, doorways and indoor areas are strictly non-smoking, unless a specific smoking area has been expressly designated in writing.

The smoking ban applies regardless of whether doors or windows are open. Smoking is not permitted on balconies, terraces or immediately outside windows, doors or entrances if smoke, smell or residue can enter the room, building or common areas, or disturb other guests, neighbours or staff.

The smoking ban includes cigarettes, cigars, pipes, e-cigarettes, vapes, hookahs, cannabis and any other form of smoking, smoke, vapour or similar product.

In case of violation, a smoking and cleaning fee of DKK 2,000 per incident will be charged.

The hotel may also charge any additional documented costs caused by the smoking or smoke-related breach, including but not limited to extra cleaning, odour removal, textile cleaning, ozone treatment, replacement of inventory, blocked room sales, lost rental income, technician costs, fire watch, security guard, service provider costs or relocation of other guests.

If smoking, vapour, smoke residue, tampering with fire equipment or other guest behaviour triggers a fire alarm, the guest is liable for all costs relating to the fire brigade, security guard, technician, service company and other related costs. Fire brigade costs may amount to approximately DKK 7,000 or more depending on the specific charge.

Tampering with smoke detectors, sensors, sprinklers, fire doors, fire equipment or emergency exits is considered a material breach and may result in immediate eviction without refund and police report.

19. Pets and animals

Pets and animals are not allowed at Hotel Østersø out of consideration for guests with allergies. The provision on assistance and service dogs below applies separately.

This includes dogs, cats, birds and all other animals, regardless of size, breed or length of stay.

In case of violation, a pet/animal cleaning fee of DKK 2,000 per incident will be charged.

The hotel may also charge any additional documented costs caused by the animal, including but not limited to extra cleaning, allergy treatment, odour removal, textile cleaning, replacement of inventory, damage repair, pest treatment, blocked room sales, lost rental income, relocation of other guests or other documented costs.

The guest may also be evicted without refund.

Assistance or service dogs may only be brought by prior written agreement and relevant documentation, to the extent required by applicable law.

20. Parties, events and commercial use

Hotel rooms and common areas may only be used for ordinary hotel accommodation in accordance with the purpose of the reservation.

It is not permitted to hold parties, receptions, events, dinners with unregistered guests, photoshoots, film recordings, livestreams, commercial productions, sales meetings, treatments, clinic activities, escort services, prostitution, illegal activities or other commercial use without the hotel’s prior written consent.

Unauthorised commercial use or use contrary to the purpose of the reservation is considered a material breach and may result in immediate termination of the stay, eviction without refund and liability for damages.

21. Bicycles, electric scooters, prams and fire routes

For fire safety and free passage reasons, bicycles, e-bikes, scooters, prams, luggage or other items must not be placed in stairwells, corridors, escape routes, indoor common areas or other areas where they may block passage.

Bicycles, e-bikes and electric scooters must not be brought inside the hotel. You can park and lock your bicycle in the enclosed courtyard behind the hotel.

If bicycles, electric scooters or similar items are brought indoors contrary to the rules, the hotel may charge a fee of DKK 1,000 per bicycle/item as well as any costs for removal, cleaning, damages or fire safety handling.

If locked bicycle storage is offered, this may be purchased according to the applicable prices. The standard price may be DKK 100 per bicycle unless otherwise stated in the guestbook or booking material.

22. Parking

Parking is only allowed in designated parking spaces and in accordance with the rules stated on signs, in the guestbook, PDF guide, parking link and/or the parking company’s terms.

Licence plate registration may be mandatory. The guest is responsible for registering the correct licence plate, correct period and correct parking product.

If parking is operated by a third party, such as Oparko or another parking company, the parking company is responsible for parking control, charges and processing parking fines. The hotel cannot cancel parking fines issued by a third party.

The guest must keep the receipt or registration confirmation. If the guest has not received confirmation, the registration may not have been completed correctly.

Premium parking in front of and behind the hotel is included with direct bookings made with the hotel. The licence plate must still be registered correctly.

For reservations made through third-party booking channels, including Booking.com, Expedia, Hotels.com and similar platforms, premium parking is normally an add-on and must be ordered, paid for and registered via the designated link or guestbook, unless the specific reservation clearly states that parking is included.

The standard price for premium parking may be DKK 100 per vehicle per day, unless otherwise stated in the guestbook, booking confirmation or parking information.

Free public parking may be available near the hotel, but such parking is subject to local signs, local rules and availability.

Parking in front of entrances, in fire routes, drop-off zones or other prohibited areas is not permitted, except for short-term loading and unloading if signs and conditions allow it.

Trailer, extra vehicle, motorcycle, van or vehicles with several licence plates require separate registration according to the applicable parking rules.

Parking areas must not be used for storage, placement or disposal of waste, bottles, packaging, furniture, electronics, building materials, food waste or other items.

If a guest or persons connected to the guest’s reservation deliberately leave or dump waste in the parking area, by the property or on adjoining areas, the hotel may charge a clean-up and administration fee of DKK 2,500 per incident. The hotel may also charge documented additional costs for clean-up, removal, cleaning, sanitation, security guard, camera/access review, pest control or lost rental income.

23. Electric vehicle charging

Electric vehicle charging may be available through an external operator, app or payment solution. Spaces generally cannot be reserved unless separately agreed.

Use of chargers is subject to the operator’s terms and prices. The hotel is not responsible for operational interruptions, price changes, app problems, occupied chargers or errors by an external operator.

It is not permitted to charge vehicles, e-bikes, electric scooters or larger batteries using ordinary sockets in hotel rooms or common areas unless the hotel has expressly given written permission.

24. Cleaning, linen and condition on departure

Hotel rooms are delivered cleaned and with linen/towels if this is included in the reservation.

Final cleaning generally means ordinary cleaning after normal use. Final cleaning does not include extraordinary cleaning, including but not limited to:

food waste

waste left outside designated areas

smoke or animal odour

urine, vomit, blood or other bodily fluids

make-up, hair dye, oil, wine, wax, glitter, confetti or similar on textiles/inventory

heavily soiled bathrooms

moving furniture back

removal of large amounts of packaging, bottles or waste

sanitation after pets, smoking, parties or unregistered guests

Extraordinary cleaning, sanitation or clean-up will be charged according to actual time spent, external costs and any lost rental income.

The guest may not remove linen, towels, duvets, pillows, electronics, decorations, furniture or other items from the hotel room. Missing or damaged items will be charged at replacement cost plus any administration and installation costs.

If the room cannot be resold because of the guest’s breach of the House Rules, including smoking, pets, damage, excessive dirt, odour or late departure, the hotel may charge the guest for lost rental income and other documented costs.

25. Damages, responsibility, standard fees and additional costs

The guest is liable for all damages, losses, defects, extra cleaning, missing items and other costs caused by the guest, fellow travellers, visitors, children, animals, unregistered persons or other persons to whom the guest has given access.

This includes, among other things, damage to:

buildings

doors, windows and locks

furniture

beds and mattresses

textiles

floors and walls

electronics

bathroom

fire safety equipment

access systems

common areas

parking areas

neighbours’ or other guests’ property

Damage must be reported to the hotel in writing immediately. Failure to report damage may increase the guest’s liability if the damage worsens or cannot be remedied in time.

The hotel may document damage, breaches of House Rules and additional costs with photos, video from common areas, access logs, cleaning reports, service reports, security statements, technician invoices, supplier invoices, correspondence or other relevant documentation.

The standard fees stated in these Terms and Conditions are minimum standard charges for specific breaches. If the hotel’s documented costs, loss or damage exceed the standard fee, the hotel may claim the higher documented amount.

The person who made the reservation is liable for all amounts and claims connected with the reservation.

26. Access by staff and the hotel to rooms

The hotel respects the guest’s privacy. However, employees, cleaning staff, service staff, technicians, security guards or representatives of the hotel may access hotel rooms when necessary.

This may include:

cleaning

scheduled service

technical problems

acute damage

water leakage

fire alarm

suspicion of smoking, pets, party or illegal activity

safety or security issues

investigation of breach of House Rules

preparation for the next guest

suspicion that the guest has not left the room on time

In urgent or safety-related situations, access may take place without prior notice.

27. Security, video surveillance and access systems

The hotel property may have video surveillance at entrances, access routes, common areas, parking areas, courtyards, staircases, corridors, elevator areas and other common areas for security, access control, crime prevention, documentation of damages, waste dumping, unauthorised access and breaches of House Rules.

There is no video surveillance inside the hotel rooms.

There is also no video surveillance in bathrooms, private living areas or any other private areas inside the room. The hotel’s video surveillance is limited to common areas, access areas, parking areas and other areas outside the actual hotel rooms.

Any digital access logs from door locks, access codes or keyless access are not video surveillance, but may be used to document access times, security matters, technical issues, misuse of access codes or breaches of the hotel’s rules.

Information about video surveillance is provided through signage, guest information, these Terms and Conditions, Privacy Policy or other clear information before or upon arrival.

The guest must not cover, move, remove, tamper with or damage cameras, access systems, locks, door closers, fire equipment, alarm systems, sensors or technical installations.

Violation may result in eviction without refund as well as a claim for repair, replacement, security guard, technician and other documented costs.

Access codes, key cards and access links are personal and must not be shared with unauthorised persons. The guest is liable for misuse if the guest shares access information or allows unauthorised persons to gain access.

28. Internet, TV, heating, water and technical installations

The hotel strives to ensure that Wi-Fi, TV, heating, water, electricity, access systems and other technical installations function during the stay.

However, operational interruptions may occur due to supplier errors, network problems, weather, technical faults, public utilities, service work or the guest’s own devices.

The guest must immediately report faults in writing so that the hotel has the opportunity to remedy the issue. Missing or late complaints may limit the guest’s opportunity to later claim compensation.

Short-term or minor technical interruptions generally do not entitle the guest to a refund or compensation if the hotel attempts to remedy the matter within a reasonable time.

The guest must not repair, alter or tamper with technical installations.

29. Forgotten items and personal belongings

The guest is responsible for personal belongings, valuables, luggage, electronics, jewellery, cash and documents.

The hotel accepts no responsibility for loss, theft or damage to personal belongings unless otherwise required by mandatory Danish law.

Forgotten items are generally stored for up to 30 days after departure. After this period, items may be disposed of without liability for the hotel.

Forgotten items may be forwarded against prepayment of postage, packaging and administration costs. Standard prices may be:

Denmark: DKK 150

EU: DKK 225

outside the EU: DKK 375

Particularly valuable, dangerous, unhygienic or perishable items may be handled separately or disposed of sooner.

30. Refusal, eviction and termination

The hotel may refuse a guest before check-in or evict a guest during the stay if the guest:

does not pay

cannot identify themselves

has provided incorrect information

breaches the House Rules

smokes

brings animals without agreement

holds a party

causes noise disturbance

harasses staff, neighbours or other guests

behaves in a threatening, violent or unacceptable manner

damages property

has more guests than booked

brings or allows access to unregistered persons

shares access codes with unauthorised persons

uses the stay for illegal or commercial purposes without permission

poses a safety or security risk

otherwise materially breaches the agreement

In case of eviction, the guest remains liable for the entire reserved stay, and no refund should be expected.

The hotel may also charge standard fees and documented additional costs caused by the guest’s conduct, including extra guest fees, smoking fees, pet fees, extra cleaning, damage repair, replacement costs, lost rental income, security costs, technician costs, relocation of other guests and other documented expenses.

The hotel reserves the right to report criminal offences, threats, violence, vandalism, fraud, theft, drug-related matters, unlawful entry or other criminal matters to the police.

31. Overbooking, downtime, system errors and change of room

If, due to overbooking, technical problems, water damage, fire, authority orders, operational interruptions, access problems, errors in the booking system, PMS system, channel manager, access system, payment system, third-party platform or other supplier error, the hotel cannot make the reserved room available, the hotel may offer the guest another equivalent or better room if practically possible.

This also applies if the error is caused by the hotel’s external PMS provider, booking engine, channel manager, access provider, payment provider, OTA connection, integration partner or other technical cooperation partner.

If an equivalent or better room cannot be offered, the hotel may cancel the reservation and refund amounts paid directly to the hotel for the service not delivered.

If the reservation was made and/or paid through a third party, any refund will be handled according to that third party’s terms and payment flow.

The hotel is not liable for indirect losses, transport costs, loss of earnings, missed experiences, consequential damages, price differences for other accommodation, parking costs or other indirect costs unless otherwise required by mandatory law.

32. Complaints during the stay

If the guest experiences faults, defects or dissatisfaction during the stay, the guest must immediately and before departure contact the hotel in writing so that we have the opportunity to investigate and remedy the matter.

The complaint must include booking number, name, date, description of the issue and preferably photos or video.

If the guest does not complain during the stay and only raises the matter after departure, this may limit or exclude the right to compensation because the hotel has not had the opportunity to remedy the matter.

The hotel generally does not provide compensation for issues that could have been remedied during the stay if the guest did not give the hotel the opportunity to solve the problem in time.

Complaints are handled in writing by e-mail.

33. External complaint options

If the guest is a consumer and a solution cannot be reached directly with the hotel, the guest may bring the matter before the relevant complaint body, including the Danish Appeals Board for Hotels, Restaurants and Tourism, if the matter falls within the board’s competence.

As a general rule, the guest must first have submitted a written complaint to the hotel and given the hotel the opportunity to respond.

EU consumers may also refer to the EU’s official information on consumer complaint bodies and alternative dispute resolution.

34. Gift cards, vouchers and credit notes

If the hotel issues gift cards, vouchers or credit notes, the terms stated on the gift card or purchase confirmation apply.

Gift cards cannot be exchanged for cash unless otherwise required by mandatory law or agreed in writing.

Gift cards issued free of charge, as prizes, compensation or goodwill cannot be claimed in cash.

B2B gift cards or vouchers issued to companies cannot be claimed in cash and may only be extended by written agreement.

35. Personal data and data protection

The hotel processes personal data in connection with booking, payment, access, guest communication, invoicing, accounting, security, complaints and compliance with legal obligations.

Personal data may include name, address, e-mail, phone number, nationality, booking information, payment information, licence plate, access log, communication and necessary information about the stay.

By booking, the guest accepts that the hotel processes necessary personal data for the administration and completion of the stay.

The hotel may share necessary information with data processors and cooperation partners, such as PMS system, payment provider, access system, parking company, accounting system, cleaning supplier, booking channel or authorities, where this is necessary and lawful.

Further information is available in the hotel’s Privacy Policy.

36. Force majeure

The hotel is not liable for non-performance or delayed performance caused by circumstances beyond the hotel’s reasonable control.

Force majeure may include, but is not limited to:

fire

flooding

storm

water damage

power failure

internet outage

supplier failure

strike

lockout

war

terrorism

pandemic

epidemic

authority order

evacuation

utility failure

technical system breakdown

circumstances relating to third parties

other extraordinary events

Force majeure and circumstances beyond the hotel’s reasonable control also include significant errors, outages or operational interruptions at PMS providers, booking engines, channel managers, access systems, payment providers, SMS/e-mail providers, internet providers, parking operators, charging operators, OTA platforms or other technical suppliers on which the hotel reasonably relies in order to carry out the reservation or stay.

If the hotel cannot provide the stay due to force majeure, the hotel will attempt to offer a reasonable alternative solution if possible. If the stay cannot be completed, any refund will be handled according to applicable law and the specific circumstances.

The hotel is not liable for indirect losses, consequential damages, transport expenses or other costs caused by force majeure unless otherwise required by mandatory law.

37. Limitation of liability

The hotel is liable in accordance with the general rules of Danish law.

However, the hotel is not liable for indirect losses, operating losses, loss of profit, loss of earnings, missed experiences, consequential damages, third-party errors, parking fines, transport expenses or losses caused by the guest’s own circumstances, unless otherwise required by mandatory law.

To the widest extent permitted by law, the hotel’s liability is limited to the amount paid by the guest directly to the hotel for the specific reservation, unless gross negligence, intent, personal injury or mandatory law provides otherwise.

38. Changes to these Terms and Conditions

The hotel may update these Terms and Conditions from time to time.

The terms applicable to a specific reservation are the terms in force at the time of booking, unless the change is necessary due to legislation, authority requirements, safety or technical matters.

The current version will be published on the hotel’s website or sent upon request.

39. Governing law and venue

These Terms and Conditions are governed by Danish law.

Disputes must first be attempted resolved amicably through written dialogue between the guest and the hotel.

If the dispute cannot be resolved, the matter may be brought before the Danish courts, with the Court of Sønderborg as the agreed venue, unless mandatory consumer protection rules give the guest the right to another venue.

40. Contact

All enquiries regarding reservations, access, payment, complaints, invoices, forgotten items and other matters must be made in writing.

H50 2021 A/S / Hotel Østersø

CVR No.: 41258853

Flensborgvej 50

6200 Aabenraa

Denmark

E-mail: info@hotelosterso.dk

Website: www.hotelosterso.dk

41. Summary of standard fees

The following standard fees may be charged in case of breach of these Terms and Conditions or the hotel’s House Rules:

Extra or unregistered guest: DKK 995 per guest per night or per incident

Smoking: DKK 2,000 per incident

Pets or animals without prior written approval: DKK 2,000 per incident

Deliberate waste dumping or grossly irresponsible waste disposal: DKK 2,500 per incident

Bicycle, e-bike or scooter brought indoors in breach of the rules: DKK 1,000 per item

Late check-out without prior written agreement: one additional night at the applicable daily rate

Fire brigade costs caused by guest behaviour: actual documented cost, often from approximately DKK 7,000 or more

Agreed early check-in or late check-out: DKK 100, unless otherwise stated

Baby cot, if offered and ordered: DKK 100 per stay, unless otherwise stated

Breakfast, if not included: DKK 120 per person, unless otherwise stated

Premium parking, if not included: DKK 100 per vehicle per day, unless otherwise stated

Forwarding of forgotten items: Denmark DKK 150, EU DKK 225, outside EU DKK 375, unless actual costs are higher

All standard fees are stated in DKK and include VAT where applicable.

The listed standard fees do not limit the hotel’s right to charge higher documented costs if the hotel’s actual costs, loss or damage exceed the standard fee.

Documented additional costs may include, but are not limited to, extra cleaning, odour removal, allergy treatment, textile cleaning, ozone treatment, replacement of inventory, repair, technician, security guard, fire brigade, service provider, pest control, relocation of other guests, lost rental income, administration, debt collection costs and legal costs where applicable.

• Check-in from 15:00. Check-out by 10:00.
• Quiet hours are from 22:00 to 07:00. Parties are not permitted; only registered guests may stay overnight.
• The hotel is smoke-free, including vaping, balconies and terraces.
• Pets are not permitted out of consideration for guests with allergies. See the specific provision on assistance and service dogs in the terms.
• Bicycles must not be brought inside the hotel. You can park and lock your bicycle in the enclosed courtyard behind the hotel.
• Premium parking is available in front of and behind the hotel. It is included with direct bookings and paid separately with third-party bookings. Register every vehicle according to the arrival instructions and follow the signs. Public parking is also available in the area.
• Breakfast is served inside the hotel. Remember to order it if it is not already included. Lunch and dinner are served at Under Sejlet on the beach opposite the hotel.
• Read your arrival information, keep escape routes clear and report faults or defects to the hotel promptly in writing.

Privacy Policy for Hotel Østersø / H50 2021 A/S

Effective from: 01.01.2026

This Privacy Policy explains how H50 2021 A/S / Hotel Østersø processes personal data about guests, customers, visitors to our website, users of our digital guestbook, persons who contact us, and persons staying at or visiting our hotel property.

This Privacy Policy applies to all personal data processed in connection with reservations, hotel stays, self-service check-in, keyless access, payment, invoicing, parking, guest communication, video surveillance, complaints, security, housekeeping, service and hotel operations.

1. Data Controller

The data controller responsible for the processing of personal data is:

H50 2021 A/S / Hotel Østersø

CVR No.: 41258853

Flensborgvej 50

6200 Aabenraa

Denmark

E-mail: info@hotelosterso.dk

Website: www.hotelosterso.dk

All enquiries regarding personal data, privacy and data protection must be made in writing to info@hotelosterso.dk.

2. Who do we process personal data about?

We may process personal data about:

guests and customers

persons making a reservation

persons included in a reservation

accompanying guests, children and visitors

corporate customers, public authorities and contact persons

persons contacting us by e-mail, phone, form, booking channel, guestbook or social media

visitors to our website

users of our digital guestbook, self-service check-in, payment links and access systems

persons using or registering parking

persons present at the hotel property, common areas, entrances, access routes, parking areas or other areas covered by video surveillance

suppliers, service providers and business contacts

3. What personal data do we process?

We only process personal data that is necessary for the purposes described in this Privacy Policy.

We may process the following categories of personal data:

3.1 General contact and identity information

name

address

e-mail address

phone number

nationality, if required or requested in connection with the reservation

company name

CVR number

EAN number

invoice details

booking number

information about accompanying guests

identification information, where necessary for security, guest registration, legal requirements or verification of the reservation

3.2 Booking and stay information

arrival and departure date

room type and room number

number of guests

price and payment status

add-ons, such as parking, breakfast, baby cot, early check-in, late check-out, extra bedding or other services

special requests

information about access, check-in and check-out

communication before, during and after the stay

guestbook activity and guest preferences

complaints, claims and service enquiries

information about breaches of House Rules, if relevant

3.3 Payment and invoice information

payment status

payment references

transaction information

receipts

invoice details

payment method

information necessary for bookkeeping, accounting, documentation, debt collection and legal claims

Payment card details are normally processed by our payment providers. The hotel generally only receives limited information, such as transaction status, card type, masked card information and payment reference.

3.4 Technical information and digital traces

IP address

browser and device information

time of website visit

use of cookie and consent settings

access logs from digital locks, keyless access and access systems

SMS and e-mail delivery status in connection with access information and guest communication

use of guestbook, digital links and online services

technical logs from PMS systems, booking systems, channel managers, payment systems and access systems

communication logs where necessary for support, security and documentation

3.5 Parking and vehicle information

licence plate number

parking period

payment and registration status

parking product

information from parking company or parking system

documentation in parking-related cases, complaints, parking fines, misuse or disputes

3.6 Video surveillance and security

We may process images and video recordings from video surveillance at and around the hotel property, including entrances, access routes, common areas, parking areas, courtyards, staircases, corridors, restaurant/breakfast areas and other common areas.

The purposes of video surveillance are:

security

access control

crime prevention

protection of guests, staff, neighbours and property

documentation of damage, theft, vandalism, waste dumping, unauthorised access and breaches of House Rules

handling of insurance claims, police reports, disputes or legal claims

There is no video surveillance inside hotel rooms.

There is also no video surveillance in bathrooms, private living areas or any other private areas inside the room. Video surveillance is limited to common areas, access areas, parking areas and other areas outside the hotel rooms.

Any digital access logs from door locks, access codes or keyless access are not video surveillance, but may be used to document access times, security matters, technical issues, misuse of access codes or breaches of the hotel’s rules.

Audio recording is generally not carried out unless this has been specifically stated.

3.7 Sensitive personal data

As a general rule, we do not request sensitive personal data.

If you voluntarily provide us with information about allergies, health, disability, accessibility needs or other special circumstances, we will only process such information to the extent necessary to handle your enquiry, reservation or stay.

If the information is considered sensitive personal data under data protection law, we will generally process it on the basis of your explicit consent, or where relevant because it is necessary for the establishment, exercise or defence of legal claims.

4. Where do we receive personal data from?

We may receive personal data from:

you directly

persons booking on your behalf

companies, public authorities, travel managers or employers booking for guests

booking platforms and third-party channels, such as Booking.com, Expedia, Hotels.com, Agoda, Airbnb, Amadeus or travel agencies

payment providers

parking companies

access systems and digital lock systems

PMS systems, channel managers and booking engines

guestbook and self-service check-in systems

our website, forms, e-mails and digital communication

video surveillance and access logs at the hotel property

housekeeping, service staff, security providers and technical suppliers

public authorities, police, fire brigade or courts, where relevant

If you book through a third party, the third party may be an independent data controller for its own processing of your personal data. We recommend that you also read the third party’s privacy policy.

5. Purposes and legal basis

We process personal data for the following purposes:

5.1 Administration of reservations and hotel stays

We process personal data to create, administer and complete reservations, send booking confirmations, access information, practical information, payment links, guest communication and service information.

Legal basis: Performance of a contract or steps prior to entering into a contract.

5.2 Self-service check-in and keyless access

We process personal data to provide self-service check-in, keyless access, digital access codes, guestbook access, SMS/e-mail communication, access control and support in case of access problems.

Legal basis: Performance of a contract and legitimate interest in secure, efficient and documented hotel operations.

5.3 Guest registration and legal requirements

We may process identity, nationality and stay information where this is necessary to comply with legal requirements, security requirements, public authority requests, guest registration obligations or documentation requirements.

Legal basis: Legal obligation and legitimate interest in secure and lawful hotel operations.

5.4 Payment, invoicing and bookkeeping

We process personal data to receive payment, issue invoices, handle receipts, manage refunds, handle payment claims, maintain accounting records and comply with statutory accounting and tax requirements.

Legal basis: Performance of a contract and legal obligation.

5.5 Parking and vehicle registration

We process licence plate and parking registration information to administer parking, document parking rights, handle payment, complaints, parking fines, misuse and cases with parking operators.

Legal basis: Performance of a contract and legitimate interest.

5.6 Breakfast, add-ons and guest services

We process personal data to manage breakfast, baby cots, early check-in, late check-out, extra guests, extra bedding, parking, bicycle storage, forgotten items and other hotel services.

Legal basis: Performance of a contract and legitimate interest.

5.7 Customer service, complaints and claims

We process personal data to respond to enquiries, handle complaints, defects, claims, service issues, forgotten items, access problems and practical questions.

Legal basis: Performance of a contract, legitimate interest and, in some cases, legal obligation.

5.8 Documentation of damage, fees and breach of House Rules

We process personal data to document and charge for damage, extra cleaning, smoking fees, pet fees, waste dumping, late check-out, extra or unregistered guests, missing inventory, breach of House Rules or other claims.

Legal basis: Legitimate interest in protecting our property, documenting claims, enforcing contractual terms and establishing, exercising or defending legal claims.

5.9 Video surveillance

We process video recordings to protect guests, staff, neighbours and property, prevent crime and document access, damage, waste dumping, unauthorised access and serious breaches of House Rules.

Legal basis: Legitimate interest in security, documentation and protection of property and persons.

5.10 Security and incident handling

We process personal data to prevent and investigate fraud, theft, unauthorised access, threats, violence, vandalism, damage, misuse of access codes and other security incidents.

Legal basis: Legitimate interest and, where relevant, legal obligation or legal claims.

5.11 Marketing and newsletters

We only send marketing, newsletters or offers if you have given consent, or if we otherwise have a lawful basis under applicable rules.

Legal basis: Consent or legitimate interest, where legally permitted.

You may withdraw your consent at any time.

5.12 Website, cookies and statistics

We process information about the use of our website to ensure operation, improve user experience, measure traffic, protect the website and, if you have given consent, for statistics or marketing.

Legal basis: Legitimate interest for technically necessary functions and consent for cookies or similar technologies where consent is required.

6. Cookies and similar technologies

Our website may use cookies and similar technologies.

Cookies may be used for:

technical operation of the website

security

booking functions

remembering cookie choices

statistics

analysis

marketing

integrations from third-party providers

Technically necessary cookies may be used without consent if they are necessary for the website or a function to work.

Cookies for statistics, analysis, marketing or other non-necessary purposes are only used if you have given consent through our cookie solution.

You may at any time change or withdraw your cookie consent through the cookie settings on the website, if this function is available. You can also delete or block cookies in your browser.

This Privacy Policy should be read together with our cookie policy or cookie overview, where the specific cookies, purposes, providers and storage periods are listed.

7. Who do we share personal data with?

We only share personal data when it is necessary, lawful and relevant.

We may share personal data with:

PMS and hotel management system providers

booking engines and channel managers

third-party booking platforms and OTAs

payment providers and banks

bookkeeping and accounting systems

auditors, lawyers and debt collection partners

IT, hosting, e-mail and SMS providers

guestbook and self-service check-in providers

access and lock system providers

cleaning, service and maintenance suppliers

security companies and security providers

parking companies and charging operators

insurance companies

public authorities, police, fire brigade, courts or other public bodies where necessary or required by law

Suppliers processing personal data on our behalf may only process the data according to our instructions and must protect the data adequately.

Some third-party booking platforms, payment providers, parking companies or external service providers may act as independent data controllers for their own processing of personal data.

8. Transfers outside the EU/EEA

We primarily use suppliers within the EU/EEA.

However, some of our systems, booking channels, IT providers, payment providers or third-party platforms may process personal data outside the EU/EEA.

If personal data is transferred to countries outside the EU/EEA, we ensure that a lawful transfer basis is in place, such as the European Commission’s Standard Contractual Clauses, an adequacy decision or another approved transfer mechanism.

9. How long do we store personal data?

We only store personal data for as long as necessary for the purposes for which it was collected, or for as long as we are required or entitled to do so by law.

As a general rule, the following applies:

9.1 Booking and stay information

Booking and stay information is stored for as long as necessary to administer the reservation, complete the stay, handle customer service, document the agreement and process any complaints or claims.

Information may be stored for a longer period if necessary to handle disputes, complaints, payment claims, documentation, insurance matters or legal claims.

9.2 Accounting and invoice information

Accounting material, invoices, payment documentation and bookkeeping-relevant information are generally stored for 5 years from the end of the financial year to which the material relates, unless longer storage is necessary or required by law.

9.3 Video surveillance

Recordings from video surveillance are generally deleted no later than 30 days after recording, unless it is necessary to store the recording for a longer period due to a specific case, such as damage, theft, waste dumping, unauthorised access, breach of House Rules, police report, insurance case, dispute or other legal claim.

9.4 Access logs and digital traces

Access logs and technical logs are stored for as long as necessary for security, operation, documentation, troubleshooting, complaints, payment claims, access support or legal claims.

9.5 Communication

E-mails and other communication are stored for as long as necessary to respond to enquiries, document agreements, handle complaints, service matters, payments, legal claims or hotel operations.

9.6 Forgotten items

Information about forgotten items is stored for as long as necessary to identify the owner, arrange return, document handling and manage any related payment or claim.

9.7 Cookies

Storage periods for cookies depend on the specific cookie and are stated in the cookie overview or cookie settings on the website.

9.8 Marketing

If you have given consent to marketing, we store the information until you withdraw your consent. We may store documentation of consent for a period after withdrawal if necessary to document compliance with the rules.

10. Security

We protect personal data using appropriate technical and organisational security measures.

This may include:

access restrictions

password protection

user rights

encryption where relevant

secure payment solutions

logging

backup

data processing agreements

internal procedures

limitation of access on a need-to-know basis

supplier assessments

secure handling of access codes and guest communication

deletion and retention procedures

We limit access to personal data to persons and suppliers who have a legitimate need for the information.

11. Your rights

Under data protection rules, you have a number of rights.

You have, among other things, the right to:

11.1 Right of access

You may request access to the personal data we process about you.

11.2 Right to rectification

You may have incorrect or incomplete personal data about you corrected.

11.3 Right to erasure

In certain cases, you may have personal data about you deleted.

However, we may be required or entitled to store information, for example for bookkeeping, documentation, security, disputes, insurance matters or legal claims.

11.4 Right to restriction

In certain cases, you may request that the processing of your personal data is restricted.

11.5 Right to data portability

In certain cases, you may receive personal data that you have provided to us in a structured, commonly used and machine-readable format.

11.6 Right to object

In certain cases, you may object to our processing of your personal data, including processing based on legitimate interest.

11.7 Right to withdraw consent

If processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.

11.8 Right not to be subject to automated decisions

We do not make automated decisions that have legal effect or similarly significant impact on you, unless this has been specifically stated.

If you wish to exercise your rights, please contact us in writing at info@hotelosterso.dk.

We may ask you to document your identity before processing your request.

12. Complaint to the Danish Data Protection Agency

If you are dissatisfied with our processing of your personal data, we encourage you to contact us first at info@hotelosterso.dk so that we can try to find a solution.

You also have the right to lodge a complaint with the Danish Data Protection Agency.

The Danish Data Protection Agency

Carl Jacobsens Vej 35

2500 Valby

Denmark

www.datatilsynet.dk

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time if there are changes to our processing of personal data, systems, suppliers, legislation or business circumstances.

The current version will be available at www.hotelosterso.dk or sent upon request.

14. Contact

If you have any questions about this Privacy Policy or our processing of personal data, please contact us in writing:

H50 2021 A/S / Hotel Østersø

CVR No.: 41258853

Flensborgvej 50

6200 Aabenraa

Denmark

E-mail: info@hotelosterso.dk

Website: www.hotelosterso.dk