Terms and Conditions of Sale for Arp-Hansen Hotel Group A/S
Date of amendment: 26-05-2026
Application of the Terms and Conditions of Sale
These Terms and Conditions of Sale apply to all reservations and stays at Arp-Hansen Hotel Group A/S, unless otherwise expressly agreed in writing between the parties.
Reservations
A reservation is binding on both parties when written confirmation has been given by Arp-Hansen Hotel Group A/S (hereinafter referred to as the “Hotel”). When booking through the hotel’s website or booking system, booking confirmation is automatically sent by email, after which the agreement is binding.
When a guest makes a reservation, we request a credit card guarantee. The first name and last name on the reservation must match the guest’s photo ID and the credit card used at check-in. The hotel reserves the right to pre-authorise an amount on the credit card provided as a reservation guarantee. The pre-authorised amount is released by the card issuer after the stay. When the amount is released depends on the card issuer and the bank concerned.
The cancellation and payment terms depend on the offer selected and are indicated both during the booking process and in the subsequent booking confirmation.
The hotel accommodates special requests for the room’s layout and location, including, for example, bed arrangement, view and floor. However, such requests cannot be guaranteed and are only confirmed at check-in.
Prices and payment
All prices are stated in Danish kroner (DKK) incl. VAT and service fee, unless otherwise stated. Prices are dynamic and depend on date, demand and availability. The price is only guaranteed once the booking confirmation has been received.
The hotel reserves the right to change prices and terms and conditions without prior notice, apart from for already confirmed bookings.
Payment can be made using currently accepted credit cards and means of payment. Prior approval is required in the case of corporate agreements or payment by invoice.
In the event of late payment, interest and a reminder fee will be charged in accordance with the Danish Interest Act, unless otherwise stated in the specific corporate agreement, or agreed terms of payment.
Card fees
A credit card fee may be charged when paying by certain corporate or foreign credit cards.
Changes and cancellation terms
Only reservations made through Arp-Hansen Hotel Group’s own websites can be changed or cancelled by contacting the hotel directly.
It is not possible to move a reservation to another hotel within the Arp-Hansen chain. Moving a reservation is considered a cancellation of the original booking and a new booking will need to be made.
Changes to a reservation can only be made up to 12 months prior to the originally booked arrival date. It is therefore not possible to move a reservation to a date that is more than 12 months in the future.
In the event of cancellation, confirmation will be sent to the email address provided. This confirmation is your guarantee that the reservation has been cancelled.
Reservations made through third parties
Reservations made through third-party providers or online travel agencies are subject to the terms and conditions of the respective provider. Changes, cancellations and any refund claims must therefore be handled directly via the respective provider.
The hotel is not a party to the agreement between the guest and the third party provider and therefore cannot change, cancel or refund such reservations.
Reservations with prepayment (Non-flexible booking)
For reservations made on our website with prepayment, the full amount will be automatically deducted from the specified payment card at the time of booking. These reservations cannot be changed or cancelled and the prepaid amount is non-refundable.
Reservations without prepayment (Flexible booking)
For reservations made on the hotel's website without prepayment, cancellations and changes can be made free of charge up to 12:00 on the day of arrival.
Cancellations or changes can be made via the hotel’s website by contacting the hotel directly.
In the event of cancellations or changes after this time, or in the event of a no-show, the hotel is entitled to charge payment corresponding to the financial loss. However, as a rule, this corresponds to the minimum price for the first night and up to the full amount of the reserved stay, depending on the hotel’s possibility of reselling the room.
Changes to the date, length of stay or number of people may result in a change in the room price. Sold-out room categories and/or periods are subject to reservation.
The stay is binding after check-in
Once the guest has completed their check-in, the reservation is considered to have started and is binding for the entire booked stay.
Refunds are not given, in full or in part, for unused nights in cases of early departure, shortening of the stay or non-use of individual nights.
Changes to reservations
The hotel reserves the right to refuse changes to existing reservations, including changes to the length of stay, after arrival or after the cancellation period has expired.
If the hotel accepts a change, the hotel may demand that the original reservation be cancelled and replaced by a new reservation at the prices and terms applicable at the time of the change. The guest is liable for any price changes in connection with a new reservation.
Special prepaid stays and events
Prepaid stays booked as part of an event, concert or special event are binding and cannot be changed, cancelled or refunded after the reservation has been made, unless otherwise agreed separately in writing.
Financial liability for special expenses
If the hotel has incurred extraordinary expenses specifically related to your reservation (e.g. external services, prepaid services), we reserve the right to demand reimbursement, including in the event of changes or cancellations.
Check-in and check-out
The room is available from 15.00 on the day of arrival until 12.00 noon on the day of departure (except for Wakeup hotels, which have a departure time of 11 am). Failure to observe the check-out time shall entitle the hotel to charge for an extra night’s accommodation in accordance with the current daily rate.
A valid photo ID must be presented upon check-in and the details must match the name on the reservation.
Failure to check-in on the arrival date shall result in loss of the right to the remaining nights in the reservation. If you wish to continue using the reservation after the original arrival date, you are responsible for contacting the hotel in writing (by email) or by telephone no later than the original check-in date. This applies to all reservation types.
Failure to check in without contacting the hotel beforehand will result in cancellation of the entire reservation without the right to a refund, reimbursement or other compensation.
Groups
The prices on the website are intended for individual bookings. Where ten or more rooms are reserved for the same period and hotel, this is considered a group booking. Such bookings will result in changes to prices and general terms and conditions, including, but not limited to, cancellation and payment terms.
In such cases, the hotel will issue a group contract, which must be signed before the reservations can be confirmed.
Use of rooms
Rooms and other facilities may only be used for ordinary stays in accordance with the purpose of the reservation.
The use of rooms or the hotel’s facilities for commercial purposes, including - but not limited to - the recording, production or marketing of photographic, video or other media material, events, commercial activities or similar, may not take place without the hotel’s prior written consent.
Any unauthorised commercial use is considered a material breach and may result in immediate termination of the stay without reimbursement and liability for damages subject to common Danish legal practice.
Guest’s liability and compensation
The guest is liable for any damage caused to the hotel’s buildings, furnishings or other guests’ property due to negligence, accident or intentional act. The person named in the reservation is liable for all circumstances and damage caused by him/herself and by other persons covered by the reservation.
In the event of unacceptable or disruptive behaviour, including violation of the hotel’s rules of conduct, safety regulations or general good practice, the hotel reserves the right to:
- refuse the guest upon arrival,
- remove the guest from the hotel with immediate effectand charge the full amount for the reservation, without refunding any amounts already paid.
The hotel is not obliged to refund payment for stays terminated as a result of the guest’s behaviour.
Lost items
Forgotten items are stored for up to one month. Mailing is subject to payment of shipping and handling fees. The hotel excludes any liability for lost or forgotten items.
Provision of services from external partners
The hotel may arrange services from external partners. These services are provided and performed exclusively by the respective partner, who is also solely responsible for their fulfilment.
Any questions, changes or complaints regarding such services must be addressed directly to the partner.
The services may be included as part of your booking, either as an additional purchase in connection with the reservation, as an integrated part of the room rate, or as a separate agreement, if you have requested the hotel to make the booking on your behalf prior to your stay.
Guests under 18
Guests under the age of 18 must be accompanied by a guardian or other responsible adult throughout the hotel stay.
Force majeure
The hotel cannot be held responsible for circumstances beyond the hotel’s control, including, but not limited to, war, natural disasters, pandemics, strikes or government orders. In such cases, we reserve the right to cancel or change bookings without compensation.
Personal data and data protection
Arp-Hansen Hotel Group processes personal data in accordance with applicable data protection laws and the hotel’s privacy policy, which can be accessed via the hotel’s website.
When booking, the guest consents to the hotel's processing of the personal data provided for the purpose of administering the reservation and maintaining necessary communication in relation to the stay.
Information about the processing of personal data and the guest’s rights can be found in the hotel’s privacy policy.
Complaints and redress options
Any complaints during the stay must be submitted without delay to the hotel’s reception to allow us to remedy the situation immediately. It is important to us that you are satisfied with your stay, and we therefore encourage you to contact reception in cases of doubt or disagreement.
If we are unable to find a satisfactory solution during your stay, you can subsequently lodge a complaint with:
Complaints Board for Hotels, Restaurants and Tourism
Or via the EU online consumer redress portal:
https://consumer-redress.ec.europa.eu/index_da
Choice of law and place of jurisdiction
Any dispute arising in connection with these terms and conditions shall be settled by the City Court of Copenhagen, unless otherwise provided for by consumer protection law.
Contact
Arp-Hansen Hotel Group A/S
Nybrovej 75, 2820 Gentofte
CVR: 54399219
These Terms and Conditions are available in multiple languages on our websites. In the event of discrepancies between the Danish version and other language versions, the Danish version shall prevail.