Booking and payment conditions:

Bookings must be pre-paid 14 days prior to the arrival date unless otherwise agreed. In the event that pre-payment has not been received by the agreed-upon date, Charlottehaven reserves the right to cancel the booking without further notice. For stays exceeding a month, the first month must be paid in advance, and the amount must be received by Charlottehaven no later than 14 days before the arrival date. The following months must be paid in advance, and the amount must be received by Charlottehaven no later than the first of every month. The booking confirmation will specify if the booking can be paid on arrival or invoiced to a company.

For payments with foreign company credit cards issued within and outside the EU, as well as all private credit cards issued outside the EU, a 2.95 % surcharge is levied on the full amount.

In the event that the guest fails to meet their payment obligation or in some other significant way violates our general terms and conditions, and the guest does not rectify the violation no later than five days after being notified in writing, Charlottehaven A/S can terminate the booking with immediate effect and demand compensation from the guest in accordance with standard guidelines for compensation in Danish law.

Cancellation terms:

Bookings for stays up to 6 nights can be cancelled no later than 12:00 on the day before the confirmed arrival date without charge. Cancellations received later than 12:00 on the day before the confirmed arrival date are subject to a cancellation fee corresponding to 50% of the confirmed booking period or an amount corresponding to at least one night’s stay. 

If a stay is to be shortened, our booking department must be notified no later than 12:00 on the day before the new check-out date.
For shortened stay notifications received after 12:00 on the day before the new check-out date, a cancellation fee corresponding to 50% of the remaining booking period or an amount corresponding to at least one night’s stay is charged.

Bookings for stays from 7 to 30 nights can be cancelled no later than 12.00 7 days before the confirmed arrival date without charge. Cancellations received later than 12.00 7 days before the confirmed arrival date are subject to a cancellation fee corresponding to 50% of the confirmed booking period or an amount corresponding to at least one night’s stay and at most 7 nights’ stay.

If a stay is to be shortened, our booking department must be notified no later than 12.00 7 days before the new check-out date. For shortened stay notifications received after 12.00 7 days before the new check-out date, a cancellation fee corresponding to 50% of the remaining booking period or an amount corresponding to at least one night’s stay and at most 7 nights’ stay is charged.

Bookings for stays over 30 nights can be cancelled no later than 30 days before the confirmed arrival date without charge. Cancellations received later than 30 days before the confirmed arrival date are subject to a cancellation fee corresponding to 100% of the confirmed booking period, however maximum 30 nights.

If a stay is to be shortened, our booking department must be notified no later than 30 days before the new check-out date. For shortened stay notifications received after 30 days before the new check-out date, a cancellation fee corresponding to 100% of the remaining booking period, however maximum 30 nights.

The prices are based on the confirmed number of nights booked. Shortened stays are subject to a price increase per night for the entire booking period.

Cancellation terms - group bookings:

Reservations of 5 or more apartments are considered a group-reservation. The agency/company may cancel a group-reservation without having to pay compensation according to the following rules:

a) Cancellation of the total group – at least 60 days before the date of arrival
b) Cancellation of max 50% of the original reservation – at least 30 days before the date of arrival
c) Cancellation of max 25% of the original reservation – at least 14 days before the date of arrival

In the event of cancellation in excess of the above terms, the hotel shall be entitled to demand full payment for the additional number of cancelled rooms and other services. Cancellations, which must be confirmed in writing, include cancellations, reductions or other relevant changes, according to the final agreement/confirmation.

The cancellation fee is full price per person for all booked services. In the event of non-arrival (no show), compensation is paid with the full amount for the services reserved. Cancellations made after the above-mentioned limits shall give the hotel the right to adjust the reservation to the best of one's judgement.

Any cancellations or notifications of shortened stays must be submitted in writing by e-mail.

Services:

One weekly housekeeping of the apartment as well as change of bedsheets and towels is included in the rent for bookings of at least 8 nights. Additional towel changes can be ordered as needed regardless of the length of stay. Additional housekeeping can be ordered at the reception desk for a fee.

Our Health Club is open from 06:00 to 22:00 on weekdays and from 07:00 to 22:00 on weekends. Opening hours may be irregular on public holidays. Guests staying at the hotel have free access to Charlottehaven Health Club. For safety reasons, children under the age of 15 are barred from access to the fitness facilities. Children between the ages of 5 and 15 are welcome at the pool but must be under constant adult supervision (18+).

You are required to shower without swimwear before using the pool. Swimming caps are also mandatory and are obtained from the reception.

There is free Wi-Fi in the apartments and on the entire ground floor.

Parking

Parking for short stays (1-30 nights) costs DKK 150 per 24 hours per car or a monthly price of DKK 1500 per car.
For long stays of 30 nights or more, parking with one car is free. Several cars are subject to an additional fee of DKK 1500 per car per month. 

Parking takes place in our underground car park in spaces marked "Service Apartments", or in front of the main entrance. We have a limited number of spaces that can not be reserved. Charlottehaven is not liable for any damage or theft related to parking on the premises. Any parking fees are at the guest's own expense.

Miscellaneous information:

The reception is open 24/7. Earliest check-in time on the day of arrival is 15:00. Guest must check out no later than 11:00 on the check-out day. When possible, a later check-out time can be arranged. This must be agreed in advance with the reception on the evening before or on the check-out day. Guests are subject to a late check-out fee if checking out after 11:00.

The apartment may not be occupied by more persons than have been booked and confirmed for the apartment.

The guests is liable for the furnishings and fittings during their stay and will be charged for any damages before checking out.
Guests are liable for all damages caused by their guests/pets aside from normal wear and tear.
Charlottehaven reserves the right to collect a deposit for furniture etc. upon arrival.

We reserve the right to access the apartment after having informed the guest in advance in connection with housekeeping, repairs, etc., except in emergency cases where we may access the apartment without prior notice.

We recommend that guests take out a personal travel insurance policy, as Charlottehaven is not liable for its guests’ possessions or any personal injuries sustained during their stay at the hotel. We recommend that our guests store any personal items of value in the apartment safe.

Any items of value left behind by guests are stored for up to one month.

In the event of force majeure, e.g. war, fire/water damage and disease epidemics, Charlottehaven reserves the right to cancel the booking. In such cases, any pre-payments are refunded to the guest. The guest is not entitled to further compensation.

In the event that the guest needs to be registered in the Danish National Register for work-related purposes, the guest must contact Borgerservice Østerbro, Jagtvej 227, 2100 Copenhagen, tel. +45 3366 3366.

Conditions for pets:

Pets are welcome at Charlottehaven for an extra fee. Bookings of 7 nights or less are subject to a fee of DKK 200 per pet per night. Bookings of 8 nights or more are subject to a fee of DKK 100 per pet per night.

Pets are not allowed to roam freely in the apartment during the weekly housekeeping. If a pet is present in the apartment during housekeeping, it must be kept in a cage brought by the guest. Charlottehaven is not responsible at any time for ‘lodging’ pets.

In the event of evacuation or fire, it is the guest’s own responsibility to ensure the safety of their pet(s).
Pets are welcome in the reception area, provided they do not bother other guests.
Pets are not allowed in the café area or fitness facilities.
If it comes to our attention that a pet is bothering the hotel’s other guests, the pet will no longer be allowed to stay at the hotel.

Pets are allowed up on hotel furniture, but only when using special pet blankets provided by our housekeeping.

On the check-out day, the guest is responsible for returning all pet equipment (basket, bowls, etc.) to the hotel.

The guest’s credit card will serve as security for any damage to fittings and furnishings caused by the pet. In the event of any damages, we will charge an amount that covers the damages.

Subject to misprints or the like.