Terms and conditions


Hotel apartments

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.
 

The amount can also be paid via bank transfer to:

Danske Bank
Sort code: 9541
Account number: 4777108948
Iban: DK 5430004777108948
Swift/BIC: DABADKKK

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 7 nights or more 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.

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.

For group bookings, cancellation rules are agreed on a separate basis and directly with our booking department.

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

Services:

Car parking in our parking garage - in the spaces marked “Serviced Apartments” - is free for hotel guests. We have a limited amount of parking spaces, which cannot be reserved. Parking in front of the reception is also an option, but is subject to a fee and parking rules. Guests are liable for any parking fees/tickets. Charlottehaven is not liable for any damage or theft related to parking on the premises.

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.


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.

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 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. 

 

Conferences

CANCELLATION TERMS: 
As per Horesta’s standard terms for courses and conferences, the following terms apply:

Cancellations made more than 6 weeks before the event are not subject to a cancellation fee. Our booking department must be notified of the cancellation by e-mail.

Cancellations made less than 6 weeks before the event are subject to a cancellation fee corresponding to 65% of the confirmed booking price.

However, full compensation may be charged for services that cannot be cancelled.

A reduction of the confirmed number of participants (up to 35%) can be made without incurring a cancellation fee up to three weeks before the day of the event. For later cancellations, the confirmed number of participants are charged at full price.

Up to 5 weekdays before the event, the number of participants can be adjusted downwards by 10% without any additional fee.

When choosing meeting packages in the function rooms “The Winter Garden 1, 203 m2”, “The Winter Garden 2, 203 m2” and “The Summer Garden, 89 m2”, the number of participants may not be lower than 30. If the number of participants is adjusted to below 30, the full price for the room will be charged.

The function rooms “The Autumn Suite” and “The Spring Suite” are both 15 m2. When renting function rooms without a meeting package, 1 to 8 persons can be booked per room. Booking a meeting package requires a minimum of 4 persons and a maximum of 8 persons per room. Adjusting the number of meeting package participants to fewer than 4 persons, the full price for the room will be charged.

Charlottehaven A/S must be notified of any cancellation, reduction or shortening of an event by e-mail.

Our conference guests have the option to park their car in front of the reception for a fee and subject to parking rules. Guests are liable for any parking fees/tickets. Please notify us of any disabled parking needs in advance.

We accept no liability for any printing errors and reserve the right to make price changes due to currency fluctuations and the like.

 

Fitness & Health Club

1. Membership
The membership is personal for the sole use of the member. The start up program must be completed within the first 2 months of your membership.The start up program is optional if signing up for membership again within 12 months after the expiry of previous membership. To avoid placement on the waiting list cash memberships has to be renewed before it expires.

2. Suspension
Suspension must be communicated in person or by e-mail to fitness@charlottehaven.com.The maximum period of suspension is 6 months (in 12 months), however minimum 14 days at a time.Session card: non-suspendable.In case of any doubt, it is the member’s responsibility to prove the suspension with a receipt. It is not possible to suspend the membership if it is cancelled. Suspension fee is 25 DKK

3. PBS Agreement
With a PBS agreement, the monthly payment will automatically be debited to your bank account. This will be done on the 1st of the month through Pengeinstitutternes Betalingsservice (PBS).We will take care of registration and cancellation.

4. Session Card
1 pass allows for one day pass including full access to all facilities and classes OR Squash. Session Card members cannot make use of discount offers. Session cards are valid in 12 months after purchase.

5. Price regulations
Charlottehaven Health Club reserves the right to regulate the prices for PBS membership. All regulations will be notified in writing with a minimum of 3 months notice.

6. Cancellation of membership
PBS agreements must be cancelled no later than the last day in a month for the agreement to end on the last day of the subsequent month. All cancellations must be done in writing. A 6 months PBS membership can be cancelled after the 5th month. 12 months cash memberships can be cancelled with current month + 30 days, the amount refunded will be calculated as a membership of 11 months. Cash memberships resignation terms are current month + 30 days, hereafter the remaining amount is returned In case of any doubt, it is the member's responsibility to prove the cancellation with a receipt. It is not possible to cancel the membership while it is suspended.

7. Membership card
Lost or damaged membership cards must be replaced. All new cards incur a fee of DKK 60.

8. State of health
All members must take full responsibility for their own health condition when participating in any of Charlottehaven Health Club’s activities.

9. Clothing and cleaning of training machines
All members are required to use indoor shoes and proper clothes inside the Health Club as well as towels when using the resistance and cardio machines. Shoes with black soles are not allowed on the squash court. Members are required to clean machines after use.

10. Cancellation of class participation
All cancellations for classes must be done 2 hours prior to the class. Later cancellations will incur a DKK 25 fee for PBS agreements and for cash membership we will deduct two days from the membership. Session card members will be charged one pass.

11. Dismissal
Charlottehaven Health Club reserves the right to dismiss members and guests without detailed explanation. In these cases, unused contingents will be refunded unless a critical violation of the terms has taken place.

12. Doping control
Charlottehaven Health Club reserves the right to carry out doping control. Refusing to participate will result in a dismissal from Charlottehaven Health Club.

13. Age limit
You must be at least 15 years of age when joining Charlottehaven Health Club. Parrents/legal guardian are responsible for payment of the membership.

14. Articles of value
We recommend that members and guests keep all articles of value in the lockers in the changing rooms. Charlottehaven Health Club waives the responsibility for any loss in the case of theft and/or damage to members' and guests' valuables.

15. Sessioncard
Each check in equals one pass. Cancellation must be done no later than the day before the scheduled session. No-show or late cancellation will be charged 1 pass. Unused passes are non-refundable. Session cards are valid in 12 months after purchase.

16. Members with an off-peak membership
Members with an off-peak membership has to leave the gym before 3 PM in the weekdays. The check-in will be closed after 2.45 PM. Saturday and Sunday it’s possible to go to the gym between 2PM and 8PM.

17. Changes in membership terms
Any changes in membership terms will be announced with 60 days notice.

18. Contact information
All members are responsible for informing Charlottehaven of changes in contact information.

19. Interest and late payment
In case of late payment, Charlottehaven claims interests and added charge under the Late Payment of Commercial Debts Act.

20. Newsletter
By registering your e-mail address, the member gives permission to receive monthly newsletter and e-mail offers.
The undersigned accepts the above conditions for membership in Charlottehaven Health Club.

21. Classes
Charlottehaven Health Club reserves the right to cut down in the classes during July, August and on holidays.

 

Café - larger groups

Groups of more than 10 refer to our booking department: tel. +45 3527 1520 or e-mail booking@charlottehaven.com

Be aware that we cannot guarantee one big table, but we will do our best. We charge pre-payment for groups of 10 or more: please remember to include the name and date of the event on the transfer. You are also welcome to drop by the café to pay.

Danish Bank: reg 9541 - account number: 4777108948

 

Banquets

General terms

25% VAT and 15% service charge included. When paying with foreign credit card there is an additional fee. We will not be liable for errors and changes to the vintage of wines on the menu.

Payment terms

All our prices are based on a minimum of covers mentioned in all functions and meeting packages. Groups with less covers have to be specially agreed.
Payment conditions are date of invoice plus 8 days unless other terms are agreed in writing. At any delay of the payment, Charlottehaven will charge 1.5% interest per month, and a delay fee of DKK 100,- (€ 15,-)
Groups with more than 50 covers will have to make a pre payment of 50% of the total amount, at the latest 8 days after receiving our confirmation. Charlottehaven will send an pre payment invoice. If Charlottehaven does not receive the pre payment, the reservation will be annulled and the cancellation terms apply. In specific cases Charlottehaven reserves the right to claim a 100% deposit in advance.
For all Brunch reservation we charge a deposit of DKK 1.000,- (€ 140,-) per 10 paying adults. The deposit is to be transferred to our bank account – 3000 4777 108 948 after receiving the confirmation.

Cancellation terms

All functions can be cancelled, in writing, no later than 60 days before the date of the booking.
Failure to cancel according to the above, or failure to notice a change in the number of guests (where this change affects more than 5% of the initial booking).

Charlottehaven will charge a compensation of:
50% of the cancelled covers, if the cancellation is made less than 60 days before the day of the booking
75% of the cancelled covers, if the cancellation is made less than 30 days before the day of the booking
If the groups fail to show on the day of the booking, Charlotteahaven will charge full payment.

Charlottehaven will not be liable for expenses on agreed services, which cannot be cancelled, such as music, decorations and other specific services bought on behalf of the customer.