Booking terms & Conditions

These terms and conditions apply to all bookings made to stay at Helenekilde Badehotel, whether made via our website, by email or over the telephone. They contain important information about your stay and we kindly ask that you read these carefully. If there is anything you would like to discuss regarding your booking or these terms and conditions, please don’t hesitate to contact us.

Contact information:
By mail reservations@helenekilde.com
By phone + 45 48 70 70 01

Individual booking

  • Upon making a reservation with us here at Helenekilde Badehotel, you agree to our standard cancellation policy. In order to avoid a cancellation charge of one night accommodation, per room, you must contact us at before 3pm local time, 5 days prior to your day of arrival. This policy is valid throughout the reserved stay and applicable to early departures. A late cancellation will result in a fee of the first night’s accommodation, unless otherwise specified.
  • Reservations that are required to be paid by method other than the credit card registered in the guest name, are to be prepaid in full, one day before reserved arrival. Payment may be processed via credit card or bank transfer.
  • Check-in time is 3:00 p.m. local time.
  • Check-out time is 11:00 a.m. local time.
  • Our home is non-smoking in all areas. Breach of this policy entitles the property to charge the guest card at the additional value of that night’s accomodation.
  • Kindly note that we only allow guests who are listed on the reservation access to the room. Should you wish to add any name/s, kindly inform us in advance.
  • Any charges not settled upon departure will be charged to the guaranteed credit card.

YOUR BOOKING REQUEST

Your booking will not be complete until you receive a confirmation number from us, at which point a contract will come into existence between you and us.

We require a valid credit card (debit cards are not accepted) in order to guarantee and confirm your booking. Where you have reserved a ‘Prepaid’ room your card will be charged with the non-refundable room rate once the reservation has been confirmed. Where you have made any other type of reservation, your card will not be charged unless one of the events specified below occurs, for example if you cancel your booking after the allotted time.

Group booking

  • All group reservations are subject to an extended cancellation policy, subject to the specific group size and dates reserved. An agreement of which will be made on confirmation of reservation.
  • Check-in time is 3:00 p.m. local time.
  • Check-out time is 11:00 a.m. local time.
  • Our home is non-smoking in all areas. Breach of this policy entitles the property to charge the guest card at the additional value of that night’s accommodation.
  • A rooming list is required to be sent to our reservations team, (reservations@helenekilde.com) at least 14 days prior to arrival.
  • Accommodation, food & beverage and other incidentals are subject to be settled as per contractual agreement, specific to the group. All charges not settled by the guests upon departure will be charged to the guaranteed credit card.

CHANGING OR CANCELLING YOUR BOOKING

If you wish to make a change to your booking, please contact us. We will let you know if the change is possible and will send you a confirmation email if the change is accepted.

We will do our best to avoid having to cancel your booking however, where necessary, we reserve the right to cancel your booking at any time. In such circumstances, we will provide you with a full refund and we will have no further liability to you in relation to the cancellation.

If we cannot make the change you have requested or the consequences of making the change are unacceptable to you, you may want to cancel your booking. Your reservation confirmation email will stipulate the terms of your booking and the cancellation policy applicable to your reservation.

If we receive your cancellation request by no later than 3pm local time, 5 days prior to the day of arrival, there will be no charge in relation to your cancellation. Any cancellation requests we receive after 3pm local time, 5 days prior to arrival, will be subject to a fee equivalent to one night’s stay in the room you had booked. This cancellation fee will be charged to the card details you supplied to us at the time of making your booking. This cancellation fee will also apply if you fail to arrive for your stay at Helenekilde Badehotel, a prepaid reservation will incur the entire stay charge.

Note, a cancellation is only confirmed on receipt of cancellation number. A cancellation must be confirmed in writing by sending an email to reservations@helenekilde.com. A verbal cancellation is not final.

CHECK-IN & CHECK-OUT

Time: Unless otherwise agreed, check-in is permitted from 3pm and we kindly ask that all guests depart by no later than 11am.

Security: In the interests of security and the prevention of fraud, we will ask you to confirm your identity by providing your passport, driving licence or other form of photo ID upon check-in.

Guests travelling from outside the EU: If you are travelling from outside the EU, we are required by law to ask for your passport and the place of your next destination at the time of check-in. If you do not have your passport, we reserve the right not to honour your reservation. We will retain this record for a period of 12 months and we may disclose this to a police officer or other official as required by law. We are required to collect this information in relation to each member of your party over the age of 16 and we reserve the right to refuse entry to Helenekilde Badehotel to anyone who is unable to provide this information.

Guests under 18: Please note that all guests under the age of 18 must be accompanied by adults during their stay. We reserve the right to refuse entry to Helenekilde Badehotel to anyone who is under the age of 18.

CHARGES

The price of your stay (which includes VAT) will be the price indicated when you make your reservation via the website, or as communicated to you if you place your booking by telephone or email. Please check the price in your confirmation email. We will do our best to ensure that the price advised to you is correct however, it is always possible that, some of our room charges may be incorrectly priced. We will confirm the price of your stay in our confirmation email, so please double-check that when you receive it and let us know if you notice any abnormalities. Where there has been an obvious discrepancy between our room charges and the price stated on our website or otherwise communicated to you, we reserve the right to charge our correct room charges or to cancel your reservation.

A credit card pre-authorisation will be taken upon check-in. All charges incurred during your stay, for example food and beverage charges and any room charges which you have not paid for in advance, must be settled upon check-out, when you will have the option to provide a different method of payment should you wish. Please let us know before you check-out if you notice any abnormalities in any charges which have been assigned to your room.

Commercial cards issued within or outside of EU/EØS and private cards issued outside EU/EØS will be charged a fee which you can see on your receipt. The fee rate varies depending on the type of card and the country of origin. All transactions on American Express cards are surcharged.

YOUR STAY

During your stay, we ask that you comply with the following house rules:

Our rooms: The images of our rooms and facilities on our website are for illustrative purposes only. Each part of Helenekilde Badehotel is slightly different and your room or the facilities you use during your stay may vary slightly from those images. Your reservation is for a particular type of room and, whilst we will try to accommodate specific room requests, unfortunately we cannot guarantee that you will be able to stay in a specific room during your stay.

Food & Drink: Helenekilde Badehotel offers options for food and drink in-house. Please refrain from bringing in any outside food or beverages, unless medically necessary.

Noise: All guests are asked to respect our other guests and nearby residents when in their room, hallways, any other premises of the hotel or while in the surrounding area.

No Smoking: No smoking is permitted inside Helenekilde Badehotel at any time, whether in your room or elsewhere. Helenekilde Badehotel has designated smoking areas and our staff will happily advise you of their location upon request. We reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of specialist cleaning in the event we suspect smoking has taken place in your room(s) during your stay. We also reserve the right to terminate the remainder of your stay in the event that we find you have failed to comply with our smoking policy.

Animals & Pets:

We welcome pets at Helenekilde Badehotel with the following guidelines:

  • Pet friendly rooms: Dogs or pets are permitted, with a maximum weight limit of 20kg. Dogs are allowed in guest rooms exclusively and are not permitted in any public areas of the hotel.
  • Pet fee: A one-time fee of DKK 750 per stay will be added to your room charge upon check-in.
  • Damage and disturbance policy: Should any damage or need for additional cleaning arise due to your pet, a reasonable charge will be applied to the card used to secure your booking. To ensure a comfortable stay for all our guests, we reserve the right to terminate your stay if your pet causes any disturbance.

Accidents: Guests must report any accident or injury they or their guests may have whilst on the premises immediately to a member of management and in any event, within 24 hours of the incident. This information is needed in order to comply with health and safety obligations and for insurance purposes.

Inappropriate Behaviour: We kindly ask that you respect our other guests and refrain from any improper, violent or abusive behaviour and any illegal conduct at all times during your stay. We reserve the right to reject you from the premises and cancel the remainder of your stay in the event that you fail to respect this policy.

Damage: We kindly ask that all guests respect Helenekilde Badehotel rooms and facilities. In the event that there is any damage to the room(s) during your stay or if any items are missing from your room(s) upon your departure, we reserve the right to charge the card you have used to secure your booking a reasonable fee in respect of such damage and/or missing items.

Parking: Parking is available at Helenekilde Badehotel free of charge. Electric cars can be charged for a fee in agreement with our reception.

Press: Helenekilde Badehotel has a strict no press policy. Guests will be held accountable if they disclose or identify any guests who are at Helenekilde Badehotel in any press or social media including Facebook, Twitter, Instagram and on personal blogs. Similarly, guests must refrain from identifying or describing any private hire event occurring at Helenekilde Badehotel.

DAMAGE & LOSS

We provide a safe in each room for the storage of personal items and all reasonable efforts are made to provide a secure hotel environment. Nevertheless, the risk of theft, damage or loss of our guests’ personal possessions cannot be eliminated entirely and we strongly advise you against bringing valuable items such as jewellery or large amounts of cash to Sanders. Management reserves the right, in its sole discretion, to refuse to store any personal property of guests.

We shall not be liable to any guest for any loss, damage or injury suffered by our guests or to their property. However, this does not exclude or limit in any way our liability where it would be unlawful to do so, and which includes liability for death or personal injury caused by our negligence (or the negligence of our employees, agents or subcontractors) and for fraud or fraudulent misrepresentation.

YOUR PERSONAL INFORMATION

We will use the personal information you provide to us in accordance with our Privacy Policy.

OTHER IMPORTANT TERMS

Force Majeure: Helenekilde Badehotel will not be responsible and will not pay any compensation where we are preventing or delayed from performing our obligations due to an event beyond our reasonable control, including but not limited to flood, earthquake, mechanical breakdown, IT failure, fire, adverse weather conditions, acts of terrorism, gas, water or other utilities.

We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Governing Law & Disputes: These terms are governed by Danish law and you can bring legal proceedings in relation to these terms or your stay at Helenekilde Badehotel in the Danish courts. If you live in another country in Europe, consumer law and regulation may mean that you can bring legal proceedings the country within Europe in which you reside.

Alternative Dispute Resolution: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the European Commission Online Dispute Resolution platform here.

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