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TEN HOTEL

Hotel Policy

General

General Terms and Conditions The terms for room rental are agreed upon between you and TEN Hotel. Specific information regarding your booking can be found in your booking confirmation. Unless otherwise agreed, the rules presented here apply. Special provisions apply to group bookings and conferences.

Age Limit

Guests under the age of 18 may not check in or stay alone at the hotel without a guardian being responsible for the stay.

Responsible Adult/Guardian For every booking involving minors, there must be a designated responsible person linked to the stay.

  • If the guardian stays on-site: Check-in proceeds as usual, and the guardian is responsible for the minors during the stay.
  • If the guardian does NOT stay on-site: The minor may be permitted to stay with us provided the guardian has submitted written consent. The guardian must be reachable by phone and confirm responsibility for payment of the stay and any additional expenses.

Check-in Requirements

  • When booking for a minor, contact details for the guardian must always be available to the reception.
  • Reception has the right to request identification to verify age and the connection to the responsible adult.

Exceptions Exceptions may be made for specific groups (e.g., sports clubs or schools) where a designated leader (over 18 years old) takes formal responsibility for the group instead of individual guardians.

Cancellation Policy

The applicable cancellation policy depends on the rate or package you have chosen. We recommend that you read the terms for your selected rate carefully at the time of booking.

Unless otherwise agreed, the following applies:

  • Cancellation: Must be made no later than 4:00 PM (local time) on the day of arrival.
  • Late cancellation or no-show: If you cancel after 4:00 PM or fail to arrive without cancelling, you will be charged for the cost of one night's stay.
  • Special costs: If TEN Hotel has incurred specific costs directly linked to your booking, you are liable for reimbursement of these.
Early Departure or Extension

If you have booked a room for a set period but choose to check out early, this may result in a price adjustment. Contact the reception as soon as possible if your plans change.

For those extending their stay one night at a time:

  • Notice of departure: If you wish to check out, you must notify us no later than 12:00 PM on the day of departure. If you notify us of your departure later than 12:00 PM, you will be charged for an additional night.
  • Availability: If TEN Hotel is unable to extend your stay due to being fully booked, we will notify you of this no later than 12:00 PM the day before you need to leave the hotel.
Our Commitment and Your Requests

If, against all expectations, we cannot offer you the room booked, you are entitled to an equivalent or better room at TEN Hotel, or alternatively at a hotel of equivalent standard at no extra cost.

To help us prepare for your stay in the best possible way, we ask that you inform us of any special requests at the time of booking.

Smoking and Pets
  • Smoke-free hotel: TEN Hotel is a completely non-smoking hotel. In the event of a violation of the smoking ban, a cleaning fee will be charged to cover our actual consequential costs (e.g., extra cleaning and loss of room revenue).
  • Pets: We welcome pets in some of our rooms. Please always inform us at the time of booking if you wish to bring your pet, so we can ensure a pet-friendly room is available for you.
Liability for Damage and Extra Costs

As a guest at TEN Hotel, you are responsible for any damage caused by you, your visitors, or your pets to hotel property.

  • Vandalism and cleaning: In the event of vandalism or smoking in the room or other public areas of the hotel, the customer will be charged for all repair and cleaning costs.
  • Pets: If a pet causes damage to the room or its furnishings, the guest will be charged for the actual consequential costs.
  • Fire alarms and emergency services: If a guest, through negligence (e.g., smoking, cooking in the room, or unauthorized handling of fire safety equipment), triggers a fire alarm or sprinkler system, the guest will be charged for the resulting costs. This includes costs for the emergency services' call-out as well as any damage to the hotel premises.
Payment
  • Prepayment: For certain rates and packages, prepayment applies. Information regarding this will be clearly stated at the time of booking. The prepaid amount will be deducted from your final bill upon departure.
  • Cancellation of prepaid rooms: If a prepaid booking is cancelled after the applicable deadline, TEN Hotel has the right to retain the prepayment as a cancellation fee.
  • Payment upon arrival: As a standard rule, the room is paid for upon arrival at the hotel.
  • Cash-free hotel: TEN Hotel is a cash-free hotel. We accept the most common credit and debit cards. The hotel is not obliged to accept checks, vouchers, or foreign currency unless this has been expressly agreed upon in advance.
Luggage and Valuables
  • In-room safe: For your security, all our hotel rooms are equipped with a safe for storing valuables. TEN Hotel does not have strict liability for items stored in the room safe or the luggage room.
  • Luggage storage: We offer a locked luggage room where you can store your bags before check-in or after check-out.
  • Supervision: Please remember never to leave valuables or luggage unattended in public areas, such as in the lobby during check-in and check-out, in the restaurant during breakfast, or while waiting for transport.
  • Security limitations: For security reasons, the hotel is under no obligation to store items of particularly high value, or items that could pose a danger to staff or other guests.
Your safety is our highest priority at TEN Hotel.
  • Safety information: Always familiarize yourself with evacuation routes, alarm buttons, and fire extinguishers upon arrival. Detailed instructions and an evacuation plan are located on the back of your hotel room door.
  • In-room information: We encourage all guests to read through the safety information available in the room to know how to act in the event of an emergency.
Processing of Personal Data
  • TEN Hotel processes the personal data provided in connection with your use of our services and products. TEN Hotel is the data controller for the data relating to your booking and your stay with us.
  • This processing is carried out in accordance with applicable data protection legislation and our privacy policy. We encourage you to read our privacy policy to understand how we handle your data within the framework of your booking, as well as your rights in connection with this.