General Booking and Cancellation Policies

POLKU HOTEL

General Terms and Conditions for Reservations, Payments, and Cancellations

Valid until further notice

1. Scope

These terms and conditions apply to all accommodation, conference, event, restaurant, program, 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 agrees to be bound by these terms and conditions.

2. Formation of a Reservation Agreement

A reservation agreement is formed when Polku Hotel has confirmed the customer’s reservation in writing via email, by phone, or through another electronic reservation system.

Polku Hotel reserves the right to require an advance payment, a credit card deposit, or other acceptable form of security to confirm a reservation.

If the agreed-upon advance payment is not made by the due date, Polku Hotel reserves the right to cancel the reservation without prior notice.

3. Prices and Payment

All prices include the applicable value-added tax, unless otherwise stated.

Polku Hotel reserves the right to correct any obvious typographical, calculation, or system errors in pricing before the reservation is finally confirmed.

Payments for reservations made by individual guests must be made at the time of booking, as an advance payment, or no later than at check-in, in accordance with the terms and conditions specified in the reservation confirmation.

Invoicing for business customers is possible only if agreed upon in advance. Payment terms are 14 days net, unless otherwise agreed in writing.

Late payments are subject to late payment interest in accordance with the Interest Act, as well as any collection costs.

4. Check-in and Check-out

The room is available to the guest starting at 3:00 p.m. on the day of arrival.

The room must be vacated by 11:00 a.m. on the day of departure.

Late check-out or early check-in requires prior approval from Polku Hotel and may incur additional charges.

5. Modifying and Canceling Individual Accommodation Reservations

You can cancel your reservation free of charge no later than 12:00 p.m. 48 hours before your arrival date.

Cancellations must be made by email to myynti@polkuhotel.com or by phone at +358 50 366 3881 during customer service hours.

If a cancellation is made later than 48 hours before 12:00 p.m. on the day of arrival, Polku Hotel reserves the right to charge the full amount of the reservation.

If a guest fails to arrive without canceling (No Show), Polku Hotel reserves the right to charge the full amount of the reservation.

A cancellation is considered received at the moment it arrives at the email address myynti@polkuhotel.com or when a Polku Hotel representative has received the cancellation by phone during customer service hours.

Polku Hotel reserves the right to charge the full amount of the reservation even if the guest cuts their stay short before the end of the agreed-upon stay period.

6. Prepaid and promotional-priced reservations

Reservations marked as "non-refundable," "payable in advance," or with similar conditions are binding.

Payments made for these reservations are non-refundable, and reservations cannot be changed, unless otherwise required by mandatory law.

7. Group Reservations

A group reservation refers to a reservation for at least six (6) rooms or twelve (12) people.

A group reservation may be canceled free of charge no later than fourteen (14) days before the date of arrival or the event.

Cancellations must be made by email to myynti@polkuhotel.com or by phone 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 amount of the reservation.

If the number of guests in a group reservation drops below fourteen (14) days prior to the arrival or event date, Polku Hotel reserves the right to charge for services based on the confirmed number of guests to the extent that it is not reasonably possible to resell them.

A cancellation is considered received at the moment it arrives at the email address myynti@polkuhotel.com or when a Polku Hotel representative has received the cancellation by phone during customer service hours.

8. Meetings, Celebrations, and Corporate Events

With regard to meetings, celebrations, and corporate events, the customer agrees to provide the final number of participants and any other information relevant to the event’s organization no later than fourteen (14) calendar days before the event begins.

If the final number of participants or other necessary information is not provided by the deadline, billing will be based on the most recently confirmed information.

Billing is based on the confirmed number of participants or the actual number of attendees, whichever is greater.

Cancellations, changes, and changes in the number of participants must be reported by email to myynti@polkuhotel.com or by phone at +358 50 366 3881.

Reservations for meetings, celebrations, and corporate events may be canceled free of charge no later than 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 cost of the event.

9. Activity and Program Services

Activity, guided tour, sauna, nature experience, reindeer experience, and other program services may be canceled free of charge no later than fourteen (14) days before the start of the service.

The customer agrees to confirm the final details necessary for the provision of the service—such as the number of participants, schedules, and any special arrangements—no later than fourteen (14) calendar days before the service begins.

If a cancellation is made less than fourteen (14) days before the start of the service, Polku Hotel reserves the right to charge the full cost of the service.

If a customer fails to show up for the service or interrupts it for personal reasons, payments already made will not be refunded.

Cancellations must be made by email to myynti@polkuhotel.com or by phone at +358 50 366 3881.

Services Provided by External Service Providers

Some of the activities, programs, guided tours, transportation, and experiential services offered or arranged by Polku Hotel may be provided by an independent third-party service provider.

If the service is provided by an external service provider, the service provider’s own booking, payment, cancellation, and liability rules may apply to that service. The customer will be informed of any service provider-specific terms and conditions before the booking is confirmed or, at the latest, at the time the booking is confirmed.

If a service provider’s terms and conditions differ from Polku Hotel’s general booking and cancellation policies, the service provider’s terms and conditions shall take precedence with respect to that service, to the extent that they apply to it.

Polku Hotel is responsible for its own operations in accordance with the laws in effect at any given time. An external service provider is responsible for the content, safety, and delivery of the service it provides, as well as for fulfilling its obligations under its own terms and conditions.

10. Customer Responsibility

The guest is fully liable for any damage caused by the guest, the guest’s visitors, employees, subcontractors, or pets to Polku Hotel’s property, furnishings, other assets, or the surrounding environment.

Polku Hotel reserves the right to charge full compensation for repairs, cleaning, service interruptions, and other actual costs incurred as a result of the damage.

The guest is fully responsible for any costs incurred as a result of a false or unnecessary fire alarm caused by the actions of the guest, the guest’s party, the guest’s visitors, or the guest’s pets.

If a guest’s actions cause a fire alarm or other alarm to go off, resulting in the fire department being dispatched or conducting an inspection without there being any actual danger, Polku Hotel reserves the right to charge the guest for the resulting costs.

A fee will be charged for triggering a false fire alarm in accordance with the fire department’s current price list. As of the effective date of these terms and conditions, the fee is 1,940 euros.

In addition, Polku Hotel reserves the right to charge for other direct costs incurred by the hotel, damages, additional labor and cleaning costs, and costs resulting from the interruption of business operations.

False fire alarms can be caused, for example, by smoking indoors, using e-cigarettes, using candles or open flames, cooking in guest rooms, or other careless behavior on the part of a guest or their party.

11. Smoking and Rules of Conduct

Smoking is prohibited in all accommodations, restaurants, meeting rooms, and public indoor areas.

If you violate the smoking ban, Polku Hotel reserves the right to charge a special cleaning fee of at least 300 euros, as well as any other costs incurred.

Polku Hotel reserves the right to remove a guest from the hotel premises without any obligation to provide a refund if the guest causes a disturbance, jeopardizes safety, or materially violates the hotel’s rules and regulations.

12. Pets

Pets are allowed only in rooms and areas specifically designated for pet accommodation.

The guest is responsible for any damage caused by their pet, any additional cleaning, and any other possible costs.

13. Polku Hotel's Right to Cancel a Reservation

Polku Hotel reserves the right to cancel a reservation if:

• the customer has materially defaulted on payments
• materially incorrect information was provided at the time of booking
• the customer’s actions pose a risk to safety, property, or reputation
• the provision of the service is prevented by force majeure

In such cases, any payments made by the customer will be refunded to the extent that the service has not been provided.

14. Force Majeure

Polku Hotel is not liable for damages, delays, or failure to fulfill its obligations if such events are caused by a force majeure event beyond the hotel’s control.

Force majeure includes, among other things, government regulations, war, labor disputes, pandemics, epidemics, fires, exceptional weather conditions, natural phenomena, serious telecommunications or power outages, and other similar unforeseeable events.

15. Processing of Personal Data

Polku Hotel processes its customers' personal data in accordance with applicable data protection laws and the EU General Data Protection Regulation (GDPR).

The privacy policy is available on the hotel's website.

16. Terms and Conditions for Gift Cards

Polku Hotel gift cards may be used as a form of payment for services offered by the hotel, unless otherwise specified on the gift card.

The gift card is valid for twelve (12) months from the date printed on the gift card.

The validity period of a gift card will not be extended after it expires.

Gift cards cannot be exchanged for cash, and any unused balance will not be refunded in cash.

Lost, stolen, or damaged gift cards will not be replaced.

If the value of the service exceeds the value of the gift card, the customer will pay the difference according to the current price list.

Expired gift cards cannot be redeemed, and their value will not be refunded.

Reservations made with a gift card are subject to the reservation and cancellation policies in effect at the time.

17. Governing Law and Dispute Resolution

These terms and conditions are governed by Finnish law.

Any disputes will be resolved primarily through negotiation between the parties.

A consumer may also submit a dispute to the Consumer Disputes Board (www.kuluttajariita.fi). Before submitting a case to the Consumer Disputes Board, the consumer should contact the Consumer Advisory Service (www.kkv.fi/kuluttajaneuvonta).

If the dispute cannot be resolved through negotiation, the matter shall be settled in the Western Uusimaa District Court, unless otherwise provided by mandatory law.

18. Contact Information

Polku Nuuksio Resort Hotel Oy
Business ID: 3229064-7
Kurjolammentie 38
03220 Vihti
Finland

Customer Service
Mon–Fri 8:30 a.m.–4:00 p.m.
Phone: +358 50 366 3881
Email: myynti@polkuhotel.com
Website: www.polkuhotel.com

Updated October 2, 2026