TERMS OF SERVICE
These terms regulate the agreement regarding hotel booking facilitation between Hostarbo ApS (hereinafter referred to as “Hostarbo”) and the customer (hereinafter referred to as “the customer”) who purchases hotel stays.
1. Agency Disclaimer
Hostarbo acts as an agent for our hotel suppliers and is therefore solely a facilitator of hotel accommodation and any transfer services purchased after or in connection with the hotel booking. Hostarbo does not sell hotel stays in its own name and only receives the customer’s payment for the purchased services on behalf of our hotel suppliers. The hotel supplier is the customer’s contractual party and is therefore responsible for the correct fulfilment of the hotel stay. The general conditions of the hotel supplier govern the agreement between the customer and the hotel supplier. The customer can find the applicable terms at any time on the supplier’s website.
Since Hostarbo solely facilitates hotel stays, Hostarbo is not liable for any potential bankruptcy, cancellation, or non-fulfilment of services between the customer and the hotel supplier. The customer accepts the above terms when accepting these general terms and conditions.
2. Agreement Formation
An agreement regarding the facilitation of hotel accommodation between Hostarbo and the customer is considered concluded and binding for both parties once the customer has completed payment on Hostarbo’s website. Before the customer completes the payment and thereby accepts the facilitation agreement, the customer confirms via a checkbox that they have read and accepted these general terms and conditions. The customer accepts the terms by ticking the box with the text: “By clicking ‘Search’, I agree to the Terms of Use.”
The order confirmation, hotel voucher, and other correspondence between the customer and Hostarbo, including changes, are sent to the e-mail address provided by the customer. The customer is therefore required to provide an e-mail address where they can be contacted by Hostarbo both before and during the stay. Once the agreement is concluded, Hostarbo sends the order confirmation and travel documents to the customer’s e-mail address, including all agreed terms. If the customer does not receive the confirmation within 72 hours after booking, they must contact Hostarbo immediately on contact@hostarbo.com. The customer should check their spam folder for e-mails from Hostarbo before doing so. The customer is obliged to check the order confirmation and travel documents immediately upon receipt and contact Hostarbo if the information does not match the booking.
3. Price and Payment
The price of the hotel stay is a “total price,” which includes all services listed in the agreement and all mandatory taxes, fees, surcharges, and supplements. If the booking process is interrupted, Hostarbo cannot guarantee the same price as originally shown. Local charges and taxes may be collected at the destination that cannot be included at the time of booking. These may include resort fees and local tourist taxes.
Payment must be made exclusively via Hostarbo’s website at the time of booking. Hostarbo accepts the following payment methods: Visa, Visa/Dankort, Mastercard, JCB et. al. Card fees are charged in accordance with the Danish Payment Services Act § 80, paragraph 5. If there are insufficient funds on the payment card used at the time of booking, Hostarbo reserves the right to cancel the agreement and the actual hotel booking in progress.
4. Customer Responsibilities
The customer is responsible for ensuring that names on the booking and travel documents match their passport.
If the customer notices any errors, they must contact Hostarbo immediately. If a correction is possible, Hostarbo has the right to charge a processing fee of DKK 500 as well as any applicable supplier fees.
The customer is responsible for having a valid passport and the necessary visas/vaccinations. The customer must contact relevant authorities directly. The customer must comply with check-in time and date. The customer must comply with the hotel’s rules and regulations.
5. Changes and Cancellations
Bookings marked as “non-refundable” or “partially refundable” cannot be refunded. A non-refundable booking is final at the time of payment and cannot be refunded – regardless of the reason. Partially refundable bookings are only refunded for the amount shown as refundable at the time of booking, minus any applicable payment gateway fees.
Transfers require the hotel’s acceptance and incur a processing fee of DKK 500.
No right of withdrawal applies, cf Danish Consumer Contracts Act § 18(2), no. 12.
6. Defects and Compensation
The customer must report any issues or defects directly to the hotel during the stay and request written confirmation. Complaints must be made during the stay. Complaints made after check-out will not be accepted or warranted. Supporting documentation, including if relevant dated photographs, is required. Any compensation is at the digression of the hotel only and Hostarbo is not liable.
The hotel is responsible for the proper fulfilment of the stay.
7. Legal Venue and Disputes
Complaints related to the facilitation agreement can, if no resolution is found between the customer and Hostarbo, be submitted to the Danish Competition and Consumer Authority’s Center for Complaint Resolution, Carl Jacobsens Vej 35, 2500 Valby. Website: www.forbrug.dk.
A complaint can also be filed through the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/ .
Hostarbo’s complaint e-mail address is: claims@hostarbo.com .
Any disputes or disagreements arising from the facilitation agreement that cannot be resolved between the parties or via the Danish Complaint Board must be settled under Danish law and brought before Danish courts. By accepting these terms, the customer also agrees that all disputes related to payment must be handled directly with Hostarbo.
The customer accepts that disputes cannot be brought through their bank, card issuer, or payment provider (so-called chargeback), and such attempts will be rejected as invalid under these conditions.