General Terms and Conditions
1. General
These General Terms and Conditions apply to all direct bookings and stays at Heartbreak Hotel, operated by BLACOON RETREATS AS.
By completing a booking, the guest confirms that they have read, understood and accepted these Terms and Conditions.
The person making the booking is responsible for ensuring that all guests included in the booking comply with these Terms and Conditions.
2. Booking and Confirmation
A booking becomes binding once it has been confirmed by BLACOON RETREATS AS or through our online booking system.
Guests are responsible for ensuring that all information provided during the booking process is accurate and complete.
Any request to change a confirmed booking must be submitted in writing. Changes are not guaranteed and are subject to availability and approval by BLACOON RETREATS AS.
A requested change of dates or accommodation may be treated as a new booking and may result in a price adjustment.
3. Payment
The total booking amount and applicable payment conditions will be displayed during the booking process and confirmed in the booking confirmation.
Available payment methods may include:
- Online payment through the booking website
- Vipps
- Other payment methods offered during the booking process
Unless otherwise expressly agreed, the full booking amount must be paid according to the payment deadline stated in the booking confirmation.
BLACOON RETREATS AS reserves the right to cancel a booking if payment is not received by the applicable payment deadline.
4. Cancellation and Refund Policy
All confirmed bookings are final and non-refundable.
Once a booking has been confirmed, cancellation by the guest does not entitle the guest to a full or partial refund of the booking amount.
This also applies in the event of:
- Illness or personal circumstances
- Changes to travel plans
- Delayed or cancelled transportation
- Failure to arrive
- Early departure
- A reduction in the number of guests
Guests are therefore advised to obtain appropriate travel insurance covering unforeseen circumstances.
There is no general statutory right of withdrawal for accommodation booked for a specific date or period where applicable law provides an exemption for such accommodation services.
5. No-Show and Early Departure
If a guest does not arrive for the booked stay without prior agreement with BLACOON RETREATS AS, the booking will be considered a no-show.
In the event of a no-show, the full booking amount remains payable and no refund will be issued.
No refund or reduction of the booking price will be provided if a guest chooses to leave before the confirmed check-out date.
6. Changes to a Booking
Requests to change booking dates, accommodation type, number of guests or other booking details must be submitted to BLACOON RETREATS AS.
We will make reasonable efforts to accommodate such requests but cannot guarantee that changes will be possible.
Any approved change may result in a price adjustment if the new booking has a different price.
Approval of a booking change does not create a general right to future changes or cancellations.
7. Bookings Through Third-Party Platforms
Bookings made through third-party booking platforms may also be subject to the terms, payment conditions and policies of the respective booking platform.
Where a booking has been made through a third-party platform, guests should contact the relevant platform regarding changes, payment matters or other booking-related requests where required by that platform.
8. Check-in and Check-out
Self-check-in is available 24 hours a day, 7 days a week.
Guests may check in at any time on their scheduled arrival date using the self-check-in instructions provided before arrival.
Check-out must be completed by 11:00 AM on the scheduled departure date.
Late check-out is only permitted with prior approval from BLACOON RETREATS AS and may result in an additional charge.
Guests are responsible for following the check-in instructions and access information provided before arrival.
9. Use of the Accommodation
The accommodation may only be used for normal accommodation purposes and by the number of guests included in the booking.
The accommodation may not be transferred, sublet or made available to persons who are not included in the booking without prior approval.
Parties, events, commercial activities or larger gatherings are not permitted without the prior written approval of BLACOON RETREATS AS.
10. Guest Conduct and Noise
Guests must behave respectfully towards other guests, neighbours, employees and the property.
Excessive noise, disruptive behaviour, illegal activity, threats, harassment or serious violations of the house rules may result in the immediate termination of the stay.
Where a stay is terminated due to a serious breach of these Terms and Conditions by the guest, no refund will be provided for the remaining stay.
11. Damage and Additional Costs
Guests are responsible for damage caused intentionally or negligently by themselves or persons included in their booking.
BLACOON RETREATS AS reserves the right to charge the guest for reasonable costs resulting from:
- Damage to rooms, furniture, equipment or other property
- Missing or damaged keys or access equipment
- Cleaning required beyond normal use
- Violations of applicable house rules
Any additional charges must correspond to the actual or reasonably estimated loss or cost incurred.
12. Pets
Pets are only permitted in rooms specifically designated as Pet-Friendly Rooms.
Pets are not permitted in any other room categories.
Guests travelling with pets are responsible for booking a Pet-Friendly Room and informing BLACOON RETREATS AS that they are travelling with a pet.
There is no separate pet fee. Guests only pay the applicable price of the booked Pet-Friendly Room.
Guests are responsible for any damage caused by their pets or extraordinary cleaning required beyond normal use.
13. Personal Belongings
Guests are responsible for their own personal belongings during their stay.
BLACOON RETREATS AS is not responsible for loss, theft or damage to personal belongings unless liability arises under mandatory applicable law or the loss or damage was caused by circumstances for which BLACOON RETREATS AS is legally responsible.
14. Complaints and Deficiencies
If a guest experiences a problem or believes that the accommodation or service does not correspond to the booking, the guest should notify BLACOON RETREATS AS as soon as reasonably possible during the stay.
This allows us the opportunity to investigate the matter and, where possible, correct the issue.
Complaints should be submitted with sufficient information to identify the booking and the issue concerned.
15. Cancellation or Changes by BLACOON RETREATS AS
In exceptional circumstances, BLACOON RETREATS AS may need to change or cancel a confirmed booking.
If we are unable to provide the booked accommodation for reasons attributable to BLACOON RETREATS AS, we will, where reasonably possible, offer suitable alternative accommodation or refund the amount paid for the accommodation we are unable to provide.
This does not affect any rights the guest may have under mandatory applicable law.
16. Force Majeure
BLACOON RETREATS AS shall not be responsible for failure or delay in providing services where this results from extraordinary circumstances outside our reasonable control.
Such circumstances may include, where applicable:
- Severe weather conditions
- Natural disasters
- Fire
- Governmental restrictions
- Interruption of essential infrastructure or utilities
- Serious security incidents
- Other comparable events beyond our reasonable control
Any rights or obligations arising in such circumstances will be handled in accordance with applicable Norwegian law.
17. Applicable Law and Disputes
These Terms and Conditions are governed by Norwegian law.
The parties should first attempt to resolve any disagreement directly and amicably.
If a dispute cannot be resolved between the parties, it may be referred to the competent dispute resolution body or court in accordance with applicable Norwegian law.
Mandatory consumer protection rights remain unaffected.
18. Contact
For questions regarding bookings or these Terms and Conditions, please contact:
BLACOON RETREATS AS
Erik Puzig
Rondanevegen 518
2670 Otta
Norway
Phone: +47 90 91 10 30
E-mail: reception@blacoon.com
Organization Number: 934054806