Booking and cancellation policy
POLKU HOTEL
General Booking, Payment and Cancellation Terms
Effective until further notice
1. Scope of Application
These terms and conditions apply to all accommodation, meeting, event, restaurant, activity and experience services provided by Polku Nuuksio Resort Hotel Oy, unless otherwise agreed in writing between the customer and the hotel.
By making a reservation, the customer accepts these terms and conditions as binding.
2. Formation of the Reservation Agreement
A reservation agreement is formed when Polku Hotel has confirmed the customer's reservation in writing by email, by telephone, or through another electronic reservation system.
Polku Hotel reserves the right to require an advance payment, credit card guarantee, or other acceptable security to confirm a reservation.
If an agreed advance payment is not paid by the due date, Polku Hotel reserves the right to cancel the reservation without further notice.
3. Prices and Payment
All prices include the applicable Value Added Tax (VAT), unless otherwise stated.
Polku Hotel reserves the right to correct obvious typographical, calculation, pricing or system errors before the reservation is finally confirmed.
Private customers must pay for their reservation either at the time of booking, as an advance payment, or at check-in in accordance with the reservation confirmation.
Corporate invoicing is available only by prior agreement. The payment term is 14 days net unless otherwise agreed in writing.
Late payments are subject to interest in accordance with the Finnish Interest Act and any applicable collection costs.
4. Check-in and Check-out
Rooms are available from 3:00 PM (15:00) on the day of arrival.
Rooms must be vacated by 11:00 AM (11:00) on the day of departure.
Late check-out or early check-in is subject to availability, prior approval by Polku Hotel, and may incur additional charges.
5. Individual Accommodation Reservations: Changes and Cancellations
Accommodation reservations may be cancelled free of charge until 12:00 PM (12:00), 48 hours prior to the arrival date.
Cancellations must be made by email to myynti@polkuhotel.com or by telephone at +358 50 366 3881 during customer service hours.
If a cancellation is made later than 48 hours before arrival at 12:00 PM, Polku Hotel reserves the right to charge the full value of the reservation.
In the event of a no-show, Polku Hotel reserves the right to charge the full value of the reservation.
A cancellation is deemed received when it arrives at myynti@polkuhotel.com or when a Polku Hotel representative receives the cancellation by telephone during customer service hours.
Polku Hotel reserves the right to charge the full reservation value if a guest terminates their stay before the agreed departure date.
6. Non-Refundable and Promotional Rates
Reservations sold as non-refundable, prepaid, or under similar conditions are binding.
Payments made for such reservations will not be refunded and reservations cannot be modified unless otherwise required by mandatory legislation.
7. Group Reservations
A group reservation is defined as a reservation of at least six (6) rooms or twelve (12) persons.
Group reservations may be cancelled free of charge up to fourteen (14) days before the arrival or event date.
Cancellations must be made by email to myynti@polkuhotel.com or by telephone at +358 50 366 3881 during customer service hours.
If a cancellation is made less than fourteen (14) days before the arrival or event date, Polku Hotel reserves the right to charge the full value of the reservation.
If the number of participants decreases less than fourteen (14) days before the arrival or event date, Polku Hotel reserves the right to invoice the confirmed services to the extent that they cannot reasonably be resold.
A cancellation is deemed received when it arrives at myynti@polkuhotel.com or when a Polku Hotel representative receives the cancellation by telephone during customer service hours.
8. Meetings, Private Events and Corporate Functions
Customers must provide the final number of participants and all information required for the event no later than fourteen (14) days prior to the event.
If final participant numbers or required information are not provided by the deadline, invoicing shall be based on the latest confirmed information.
Invoicing shall be based on the confirmed participant number or the actual number of attendees, whichever is greater.
Changes, cancellations and updates must be submitted by email to myynti@polkuhotel.com or by telephone at +358 50 366 3881.
Meeting, event and corporate bookings may be cancelled free of charge up to fourteen (14) days before the event.
For cancellations made less than fourteen (14) days before the event, Polku Hotel reserves the right to charge the full value of the event.
9. Activities and Program Services
Guided tours, sauna experiences, nature experiences, reindeer experiences and other activity or program services may be cancelled free of charge up to fourteen (14) days before the service begins.
Customers must confirm final participant numbers, schedules and any special arrangements no later than fourteen (14) days before the service begins.
If cancellation occurs less than fourteen (14) days before the service, Polku Hotel reserves the right to charge the full value of the service.
If a customer fails to attend or voluntarily discontinues the service, no payments will be refunded.
Cancellations must be submitted by email to myynti@polkuhotel.com or by telephone at +358 50 366 3881.
Third-Party Service Providers
Some activities, program services, transportation, guided tours and experiences offered or arranged by Polku Hotel may be provided by independent third-party service providers.
Where a service is provided by a third party, that provider's own booking, payment, cancellation and liability terms may apply. Customers will be informed of any supplier-specific terms before the reservation is confirmed or no later than in the reservation confirmation.
If a third-party provider's terms conflict with Polku Hotel's general booking and cancellation terms, the third-party provider's terms shall prevail in relation to that specific service.
Polku Hotel remains responsible for its own operations in accordance with applicable law. The third-party provider is responsible for the content, safety, execution and contractual obligations of the service it provides.
10. Customer Liability
The customer is fully liable for any damage caused by the customer, their guests, employees, subcontractors or pets to the hotel's property, buildings, furnishings, equipment or surrounding environment.
Polku Hotel reserves the right to charge the full cost of repairs, cleaning, service interruption and any other damage-related expenses.
The customer is fully liable for costs resulting from false or unnecessary fire alarms caused by the customer, members of their party, guests or pets.
If the customer's actions trigger a fire alarm or emergency response without an actual emergency, Polku Hotel reserves the right to charge the customer for all resulting costs.
False fire alarms are charged according to the current fee imposed by the rescue authority. At the date these terms entered into force, the charge is €1,940.
Polku Hotel additionally reserves the right to charge for any direct damages, extra labour costs, cleaning expenses or business interruption costs caused by the incident.
False alarms may result from indoor smoking, e-cigarette use, candles, open flames, cooking in accommodation premises or other negligent conduct by the customer or their party.
11. Smoking and House Rules
Smoking is prohibited in all accommodation, restaurant, meeting and indoor public areas.
Violation of the smoking prohibition may result in a minimum cleaning charge of €300 in addition to any actual costs incurred.
Polku Hotel reserves the right to remove a customer from the hotel premises without compensation if the customer causes disturbance, compromises safety or materially breaches the hotel's rules.
12. Pets
Pets are permitted only in designated pet-friendly rooms and areas.
Customers are responsible for any damage, additional cleaning costs or other expenses caused by their pets.
13. Polku Hotel's Right to Cancel
Polku Hotel reserves the right to cancel a reservation if:
the customer has materially neglected payment obligations;
materially incorrect information has been provided during the reservation process;
the customer's conduct presents a safety, damage or reputational risk; or
performance of the service becomes impossible due to force majeure.
In such cases, any payments received will be refunded to the extent that services have not been provided.
14. Force Majeure
Polku Hotel shall not be liable for loss, delay or failure to perform obligations caused by circumstances beyond its reasonable control.
Force majeure includes, but is not limited to, government actions, war, labour disputes, pandemics, epidemics, fire, exceptional weather conditions, natural disasters, major telecommunications interruptions, power failures and other unforeseeable events beyond the hotel's control.
15. Processing of Personal Data
Polku Hotel processes customers' personal data in accordance with applicable data protection legislation and the EU General Data Protection Regulation (GDPR).
The Privacy Policy is available on the hotel's website.
16. Gift Card Terms
Gift cards issued by Polku Hotel may be used as payment for hotel services unless otherwise stated on the gift card.
Gift cards are valid for twelve (12) months from the issue date stated on the card.
The validity period cannot be extended after expiration.
Gift cards cannot be exchanged for cash, and unused balances will not be refunded.
Lost, stolen or damaged gift cards will not be replaced.
If the value of a service exceeds the gift card balance, the customer must pay the difference according to the current price list.
Expired gift cards will not be redeemed and no refunds will be issued for expired balances.
Reservations made using gift cards remain subject to the applicable booking and cancellation terms.
17. Governing Law and Dispute Resolution
These terms and conditions are governed by Finnish law.
The parties shall seek to resolve disputes through negotiation whenever possible.
Consumer customers may submit disputes to the Finnish Consumer Disputes Board (https://www.kuluttajariita.fi). Before doing so, consumers should contact Finnish Consumer Advisory Services (https://www.kkv.fi/kuluttajaneuvonta).
If a dispute cannot be resolved through negotiation, it shall be settled by the District Court of Western Uusimaa unless mandatory legislation provides otherwise.
18. Contact Information
Polku Nuuksio Resort Hotel Oy
Business ID: 3229064-7
Kurjolammentie 38
03220 Vihti
Finland
Customer Service
Monday–Friday 8:30 AM–4:00 PM
Phone: +358 50 366 3881
Email: myynti@polkuhotel.com
Website: www.polkuhotel.com
Last Updated: 2 October 2026