Terms of Service

These booking and cancellation terms apply when reserving a room by email or phone. Please note that when booking a room night through online booking channels, the booking and cancellation terms of that respective online store apply.

A reservation made by the customer is binding on both Kraatteri Resort and the customer once Kraatteri Resort has confirmed the booking. Reservations can be made verbally or in writing.

CHECK-IN AND CHECK-OUT

Rooms and cottages are available from 16:00 on the day of arrival. The room must be vacated by 12:00 on the day of departure, unless otherwise agreed. A late check-out is available on a case-by-case basis at an additional charge of €25/hour. Late check-out is not always possible.

MODIFYING OR CANCELLING A RESERVATION

You may modify or cancel your accommodation reservation free of charge up until 18:00 (local time) on the day before arrival. After this, Kraatteri Resort reserves the right to charge the equivalent of the first night's stay if the reservation is cancelled or the guest fails to arrive.

Advance payments are non-refundable if a reservation is cancelled or its value changes. If you wish to move a prepaid reservation to a different date, please contact Kraatteri Resort directly.

GUEST OBLIGATIONS AND LIABILITY

Guests must comply with the establishment's house rules and official regulations during their stay. The guest (or, ultimately, the contact person named at the time of booking) is responsible for any damage caused to the room or to third parties. They are obliged to compensate for any furnishings they intentionally or negligently damage or unlawfully remove from the room. The guest is also responsible for covering any additional cleaning costs arising from an excessively dirty room, to the extent that these exceed normal cleaning costs.

Any complaints or observations regarding the condition or equipment of the apartment or cottage must be made on the day of arrival so that issues can be rectified. Kraatteri Resort is not obliged to provide compensation for complaints made after departure. Kraatteri Resort is not responsible for items left in the rooms.

ACCOMMODATION UNITS

All accommodation units at Kraatteri Resort are non-smoking, including apartment balconies. Smoking inside an apartment will incur a cleaning fee of €500. Exceptional cleaning requirements — such as vomiting or other unusual soiling — will incur an additional cleaning fee of €250.

Guests are responsible for their own luggage unless it has been handed over to Kraatteri Resort for storage. Kraatteri Resort is not liable for damage to or loss of vehicles or belongings left in the parking area. Always familiarise yourself with the location of emergency exits.

SPECIAL CIRCUMSTANCES – ACCIDENT OR ILLNESS

In the event of a serious illness or accident, cancellations must be reported without delay and an official medical certificate must be provided. To process a refund, a medical certificate or other reliable documentation of the reason for cancellation must be submitted to Kraatteri Resort within 14 days of the cancellation. Refunds will not be issued based on documentation submitted after this deadline. Cancellations made or holidays interrupted during the stay do not entitle the guest to a refund. We recommend checking the coverage of your personal travel insurance against trip cancellation.

FORCE MAJEURE

In the event of force majeure or a circumstance beyond Kraatteri Resort's control, Kraatteri Resort may cancel a reservation. In such cases, the customer is entitled to a full refund of any payments made. If payments relating to a reservation are not made on time, Kraatteri Resort reserves the right to cancel the reservation. For compelling reasons, Kraatteri Resort has the right to transfer a reservation to another accommodation unit of at least equivalent standard. Kraatteri Resort will reimburse the customer for any direct costs incurred as a result of the transfer. Accommodation reservations are governed by the Finnish Act on Accommodation and Catering Operations.

OTHER

We reserve the right to amend our booking and cancellation terms. Customers must review and accept the current booking and cancellation terms before making a reservation. Kraatteri Resort handles all customer data in strict confidence. To the extent not otherwise specified in Kraatteri Resort's terms, the general booking and cancellation terms of MaRa ry (the Finnish Hospitality Association) apply.

For Groups

Booking and cancellation terms for groups of a minimum of 8 persons

Pricing Prices are calculated for the number of persons stated in the offer. Changes to the number of participants will affect pricing.

Services Services are chargeable. If the group has not ordered a service package (€/person), pre-booked services will be invoiced according to the offer, and additional services purchased on-site will be invoiced at the standard price list.

Package A service package always refers to a total package price (€/person) that includes all services pre-booked by the customer. The package is not broken down — it is always invoiced in full, even if some participants have not used all the services included in the package.

CONFIRMING THE EVENT AND RESERVATIONS, AND INVOICING BASIS

28 days before the event — confirmation of the order:

  • Preliminary venue reservations and required equipment
  • Preliminary schedule
  • Name of the customer's contact person and any VIP guests


14 days before the event:

  • Number of participants
  • Menu selections and service times (dietary requirements and special requests)
  • Invoicing address, business ID, and any reference number for the invoice
  • Schedule (arrival and departure times, detailed programme schedule)


7 days before the event:

  • Notification if the number of participants has changed


3 days before the event:

  • Notification if the number of participants has changed (basis for invoicing)


EVENT CANCELLATION, CANCELLATION TERMS, AND INVOICING BASIS

If a reservation is cancelled entirely, we will invoice the customer as follows:

  • Cancellation 14+ days before the event: no charge
  • Cancellation 13–3 days before the event: 50% of the total reservation value
  • Cancellation fewer than 3 days before the event: 100% of the total reservation value


FORCE MAJEURE

In the event of force majeure or a circumstance beyond Kraatteri Resort's control — such as a pandemic — either Kraatteri Resort or the customer may cancel the reservation free of charge.