These rules apply when you, as a private individual, book or stay at a hotel.
Booking a room is a contract, and you and the hotel can always come to an agreement on the conditions that apply to your booking.
Unless special arrangements have been agreed, the following guidelines will apply in accordance with international practice.
Bookings and confirmations
A reservation is regarded as binding once it has been confirmed. Confirmation can be given orally or in writing, for example by e-mail. You and the hotel are then regarded as having agreed a contract. For information on cancellations, please see the section headed “Cancellations”.. When making a reservation please quote your name, address, arrival and departure dates, and indicate your proposed method of payment.
Arrival and departure
Your hotel room will be available from 15.00 at the latest on the day of arrival. You are requested to leave your room by 12.00 at the latest on the day of departure.
Your room is held up to 18.00 at the latest on your day of arrival. If you expect to arrive later, please notify the hotel in good time to ensure that your room is not allocated to another guest.
Cancellations and “no shows”
It is the practice of the hotel industry to accept cancellation of room reservations. The following guidelines apply:
Cancellations should be notified no later than 18.00 on the day before the booked date of arrival. If you fail to claim your room or cancel later than 18.00 on the previous day you are liable to be charged for one night’s stay.
You are liable for any special costs which the hotel may incur in connection with your reservation.
Departure before the agreed date
If you have booked for a given period but depart early you are liable to the same charge as for a late cancellation, i.e. you pay for an extra night’s stay in addition to the normal charge for your stay.
Stays for an indefinite period
If you are staying at a hotel for an indefinite period and extend your stay by a day at a time, you should notify your departure no later than 18.00 on the previous evening, otherwise you will be charged for an extra night’s stay. If the hotel can no longer make the room available to you, it should notify you by no later than 18.00 on the previous evening.
If the hotel cannot provide a room in the agreed category you have the right to be offered an equivalent or better room at no extra charge, or alternatively a room in another hotel of a similar standard.
Facilities adapted for physically-handicapped guests:
Many hotels have adapted parts of their properties for guests with various disabilities. Please advise the hotel of any special requests when you make your reservation to ensure that the hotel is properly equipped and can prepare for your arrival in the best possible way.
Most hotel rooms nowadays are non-smoking. If you would like to smoke in your room please check at the time of booking whether smoking is permitted. The hotel is entitled to debit guests for the cost of cleaning fabrics, furnishings etc if the no-smoking rule is infringed.
If you plan to bring a pet with you, please check at the time of booking whether this is permitted.
Technical equipment (computers etc)
If you need any special equipment during your stay please advise the hotel before your arrival so that your requirements can be satisfied
If you have any special requests regarding food (vegetarian, gluten-free etc), please notify the hotel at the time of booking.
Booking fees and deposits
The hotel has the right to request a booking fee or deposit before your reservation becomes binding. These charges will be deducted from your final bill. If you cancel your reservation outside the cancellation time limit the hotel is entitled to retain the booking fee/deposit.
The normal rule is that the hotel bill should be paid as soon as you receive it – nowadays usually when you arrive at the hotel.
Credit cards, cheques and vouchers
Most hotels accept all the main credit cards. However, hotels are not obliged to accept credit cards, cheques, vouchers or foreign currency if they have not indicated their acceptance in advance. It is therefore sensible to check in advance what methods of payment are accepted.
If you delay your payment, the hotel is entitled to claim penalty interest on the arrears.
Right to retain luggage
The hotel has the legal right to retain a guest’s luggage as security against payment. In certain circumstances, defined by special rules, the hotel has the right to sell the luggage.
Storage of valuables and luggage
Your valuables can usually be stored in the hotel’s strongboxes. Check with reception to ensure that your valuables are safe.
When arriving and departing, please do not leave your luggage in the lobby unattended. Hotels can often store your luggage in a locked baggage room.
Highly valuable property
If your property is extremely valuable, you must inform the hotel. The hotel is not responsible for the safe keeping of highly valuable property and is liable for the full value of the property only if it has agreed to accept this liability.
Responsibility for lost or stolen property
The hotel has no strict responsibility for property which you keep in your room. However, if it becomes apparent that the hotel or the hotel staff have acted carelessly or negligently, or have in some other way contributed to the loss or theft of your property, the hotel can be held liable
Your own safety
You should always make sure that you know the location of the emergency exits, fire alarms and fire extinguishers. This information is usually found just inside the door to your room or in a special information folder in your room or at reception.
SHR, in conjunction with the Swedish Fire Service, has produced an information folder, “Hotel Safety”. Please read it – for your own safety.
If you notice any potential safety hazards, please advise reception immediately
Allocation of liability
All hotels accept liability for damage caused by their own negligence. And naturally, you as a customer are responsible for any damage which you or your guests may cause within the hotel.
SHR’s arbitration panel – an extra safeguard
When there is a dispute between hotel and guest, there is an important difference between hotels which are members of SHR (the Swedish Hotels and Restaurants Association) and those which are not. SHR has an arbitration panel whose findings are binding on SHR member companies. The panel’s constitution guarantees a reliable and impartial way of resolving disputes, providing an extra safeguard when you stay at an SHR member hotel. You can contact the arbitration panel at the address below.
Excellent hotels and restaurants
Always look for the SHR symbol when you are choosing a hotel or restaurant. There are some 4,000 SHR hotels and restaurants all over Sweden – all of them guaranteeing the high standards that SHR exemplifies.
We who are members of SHR will do all we can to make your stay as enjoyable as possible. We strive for the highest ethical standards and ways of doing business. No company becomes a member without being checked that it adheres to these high standards.
But what is good can always become better. If you have any comments or good advice, by all means send them to the individual hotel or to SHR.