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General Terms and Conditions

Scope

These General Terms and Conditions (GTCs) shall apply to all contracts for the rental of rooms, studios and apartments for accommodation, banquet and conference rooms, as well as to all other deliveries and services provided for the customer by The Heidelberg Exzellenz Hotel, hereinafter referred to as the “accommodation provider”.

The customer’s terms and conditions shall only apply to the extent that they have been agreed in writing in advance.

Conclusion of Contract

The contract is concluded by the acceptance (confirmation) of the accommodation provider’s application to the customer. In the case of accommodation contracts, the accommodation provider shall be free to confirm them in writing.

Several customers shall be jointly and severally liable.

The subletting or re-letting of the rooms provided, as well as their use for purposes other than those contractually agreed upon shall require the prior written consent of the accommodation provider. Section (§) 540 I Clause 2 of the German Civil Code (BGB) shall not apply if the customer is not a consumer. Events with a political character must be clearly marked as such when registering.

III. Services, Prices and Payment Methods

  • The customer is obliged to pay the applicable or agreed prices for the provision of rooms and the other services used – this also applies to services and expenses caused by the accommodation provider to third parties.
  • The accommodation provider is entitled to charge a deposit of €50.00 for other services upon arrival for each night booked. The deposit will be settled on departure.
  • The agreed prices include statutory VAT. If VAT increases after the contract is concluded, this may be passed on to the customer. A price increase of up to 5% is permissible if the contract is older than 4 months and operational costs have risen.
  • All claims are due immediately without deduction. If no prepayment is made, payment is due upon arrival or service provision. Additional services must be paid by departure.
  • Events are billed based on the registered number of participants. Increases over 5% must be notified; otherwise, there is no right to additional cover. Reductions do not entitle to price reductions.
  • Offsetting is only permitted with undisputed or legally binding claims.

Withdrawal / Cancellation

If no contractual or statutory right of withdrawal exists, cancellation requires written consent. Without this, payment is still due unless otherwise stated.

Cancellations are governed as follows:

  • a) Room or studio: Free cancellation up to 2 days before arrival. Later or no-show: up to 100% of room rate. Special terms apply during trade fairs (see booking confirmation).
  • b) Groups (5+ persons): See booking confirmation.
  • c) Bookings longer than 7 nights: See booking confirmation.
  • d) Meeting/function rooms & apartments: Free up to 14 days before; after that, 80% of rent as damages.
  • e) Seminar catering: Free cancellation up to 24h before. Otherwise, full price applies.
  • f) Half board: Free up to 7 days before. Otherwise, full price charged.

Income from alternative usage is to be offset. The customer may provide proof of lower loss.

Arrival and Departure / Room Provision

  • No entitlement to specific rooms.
  • Check-in from 2:00 p.m.
  • Check-out by 11:00 a.m.; late check-out charges may apply: 50% until 2:00 p.m., 100% thereafter.
  • No refund for unused services.

Withdrawal of the Accommodation Provider

  • If a required advance payment is not made after a grace period, withdrawal and damage claims may follow.
  • Extraordinary withdrawal is possible for justified reasons (force majeure, misrepresentation, etc.).
  • No damage claims for justified withdrawal by the provider.

VII. Customer Obligations

  • Customer is liable for damage during the rental period.
  • Deviating use may result in contract termination without reducing payment obligation.
  • Animals require prior approval and surcharge.
  • Bringing/selling food or drinks at events is prohibited and grounds for termination.
  • Use of hotel logos for advertising requires consent. On withdrawal, all advertising must cease.

VIII. Liability / Statute of Limitations

  • Provider is liable only for intent/gross negligence or injury to life/health. Others are excluded.
  • Liability for items brought in is limited to €3,500 (max), or €800 for valuables.
  • Wake-up service claims are excluded.
  • Post-event food is at own risk if taken.
  • Lost property returned upon request and cost reimbursement; otherwise kept max. 6 months.
  • Parking does not constitute a custody agreement. Liability only for intent/gross negligence.
  • All claims are time-barred after 1 year; damages after 5 years, unless intent/gross negligence.

Adjustment Clause

In the event of legal changes, the accommodation provider reserves the right to adjust these terms accordingly.

Final Provisions

  • Verbal agreements are only binding if confirmed in writing.
  • Place of performance and jurisdiction: registered office of the accommodation provider.
  • German law exclusively applies. The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.
  • If individual provisions are invalid, the rest remain valid. Invalid terms are to be replaced by valid ones with similar intent.