Terms and conditions
1.1 Reservation with Refund Option A reservation with a refund option gives the customer the right to change and cancel the reservation without costs within an agreed-upon period. If the customer does not show up, the right is limited. To confirm the reservation, a guarantee is required, specifically with a valid payment card.
1.2 Non-Refundable Reservation Reservations without a refund option represent special and discounted offers/prices available only on the official website or through commercial partners of The Urban Collection hotels. Such offers cannot be combined with other discounts and cannot be canceled, refunded, or changed. 100% of the total reservation amount (including rooms and any additional services) is charged upon reservation, unless otherwise specified in the terms of your offer, and this amount (including rooms and all additional services) is not refundable in any case.
1.3 Group Reservations Reserving more than 10 rooms will be classified as a group reservation, and special rates, terms, and/or additional charges (including prepayments, penalties, and joint liability) may apply, which are specifically agreed upon with The Urban Collection and its partners in writing.
1.4 Children Stay for children and extra beds: – Children up to 1.99 years of age can use existing beds or cribs free of charge. For children aged 2-18 on an additional bed, there is a surcharge of €25 per night. The room’s capacity allows for a maximum of one additional bed or a crib. In specific room types, the use of two additional beds is allowed. All additional beds and cribs are subject to availability and must be confirmed by the hotel in advance. Additional services are not included in the room rate and will be charged separately upon departure from the hotel.
Cancellation or Amendment of Reservation A guarantee is required for every reservation, specifically with a valid payment card.
2.1 Cancellation of Reservation For reservations without a refund option, customers cannot change or cancel the reservation free of charge. In no case will the customer be refunded the amount (including rooms and all additional services) that was fully paid upon reservation. The credit card used for the reservation guarantee will be charged for all reservation costs. The prepayment of the entire reservation amount is charged upon reservation. Reservations with a refund option can be canceled free of charge up to 3 (three) days before the expected arrival date. To cancel the reservation, you must explicitly inform the hotel of your intention to cancel by contacting them directly by phone and/or email. Confirmation of the cancellation will be received immediately. In the case of later cancellation, the hotel will charge 100% of the total reservation amount, debiting the credit/debit card provided as a guarantee to cover the cancellation costs. The remaining nights will be canceled.
2.2 Extension of Stay For information, please contact the hotel’s reception directly. If an extension is possible, the payment for additional nights and services will be charged immediately.
2.3 Shortening of Stay In the case of reservations with a refund option, you must inform the hotel before 11:00 AM the previous day if you wish to shorten your stay at the hotel. A proportionate refund will be made for the canceled stay (using the same payment method as for payment). For reservations without a refund option or reservations with a discount or special offers (which do not include automatic refunds), no refunds are possible in any case.
In the event of a no-show, the hotel will immediately charge 100% of the cost of the entire reservation, debiting the payment card provided as a guarantee to cover the cancellation costs. The remaining nights will be canceled.
4. Hotel Stay
Check-in at the hotel: after 3:00 PM on the day of arrival. Check-out from the hotel: by 11:00 AM on the day of departure. Within 24 hours of a guest’s arrival, the hotel informs the relevant security authorities about the guest’s identity. For this purpose, upon arrival, the hotel requests a copy of a personal document. In case of non-cooperation with the hotel, you will be required to leave the hotel. The guest agrees and undertakes to use the room reasonably for its intended purpose. Any behavior contrary to moral standards and public order will result in the hotel’s management asking the guest to leave the hotel without any compensation or refund (if payment has already been made), without interfering with any further compensation from The Urban Collection guest hotel. Pets are allowed and welcome by prior arrangement or confirmation by the hotel. The Urban Collection hotels accept such reservations in specific rooms, provided that the rules are strictly followed. There is an additional charge of €30 per night for this service. The owner of the pet is directly responsible for any damage or inconvenience caused in the hotel or to third parties, employees, or hotel guests. If a pet disturbs other guests staying in the hotel, the hotel also reserves the right to immediately terminate the guest’s stay, forfeiting the right to claim compensation. In addition, the guest will be charged for any damage that may occur during the stay. The Urban Collection hotels offer free wireless internet. The guest agrees not to use their electronic devices to reproduce, represent, make available, or disclose to the public any property protected by copyright or similar rights without the permission of the rights holders or in violation of their rights.
Smoking Smoking is strictly prohibited in all common hotel areas, rooms, restaurants, and halls. The hotel reserves the right to charge a cleaning fee of €200.00 for non-compliance with the specified rules.
Parking Some of our hotels are located in areas with significant parking and driving restrictions. Parking is possible in public parking lots and garages near the hotel. Parking is not included in the room rate. Please inform us in advance of your planned arrival by car, and we will provide you with detailed parking options in the vicinity.
7. Prices and taxes
Price and Taxes Prices are stated before and during the room reservation process. Displayed prices are per room, for the number of persons, room type, dates, and services. Prices confirmed to the customer include all taxes (except tourist and promo taxes) and are valid only for the period indicated on the website. Additional services (parking, etc.) are not included in the price unless otherwise specified. Tourist tax is never included in the reservation (whether in reservations with a refund option or reservations without a refund option) and must be paid directly to the hotel on the day of arrival. Displayed prices include VAT applicable on the day of reservation. Any changes in the VAT rate will be automatically transferred and added to the price at the time of issuing the stay invoice (arrival date). Any changes or the introduction of new laws or regulations imposed by the competent authorities will be automatically transferred and added to the price shown at the time of issuing the stay invoice (arrival date).
Payment Online payment is made by credit/debit card (Visa, Maestro, Eurocard/Mastercard, Diners) through a secure payment system. American Express cards are not accepted for payment (neither as a guarantee nor upon arrival). Customers must enter their credit/debit card number, expiration date, and CVV (numbers on the back of the card). The person staying in the hotel must be the cardholder. Any irregularities in payment or payment form (even after full payment), unenforceable payment, incomplete or fraudulent payment, or evidence of illegal activity related to payment attributable to the customer or a third party will lead to the complete cancellation of the reservation at the customer’s expense, without prior notice, and without interfering with any civil or criminal proceedings that may be initiated against the customer. If your reservation process requires immediate payment (non-refundable reservation), we will send you a detailed payment confirmation email after payment, serving as proof of reservation payment, to the email address you provided. This payment confirmation must be presented at the hotel check-in. In the case of a non-refundable reservation, the signature of the cardholder who paid the reservation is required. Upon arrival at the hotel, you may request a detailed invoice for the entire stay amount, including the tourist tax (if applicable). An invalid credit card will automatically result in the cancellation of the reservation under the same conditions as for incorrect or fraudulent payment. No payment equal to or higher than €5,000 can be made in cash, whether made by individuals or legal entities. This prohibition also applies if one or more payments exceeding the above-mentioned threshold are made to avoid the applicable law.
Complaints All suggestions, complaints, or disagreements regarding the provided services should be addressed directly to the following email address: email@example.com within 30 calendar days from the last day of your stay at the hotel.
Liability The photographs and information on this website are not binding. Hotels that are part of The Urban Collection are not responsible for the non-execution or poor execution of a reservation due to force majeure, third parties, or the customer itself, as well as due to internet network failure or refusal of payment by the cardholder’s bank.
11. Overbooking and Force Majeure
Overbooking and Force Majeure The hotel reserves the right to fully or partially relocate guests to a hotel of an equivalent category, depending on availability, only if the reserved accommodation is not available (“overbooking”) due to reasons that can be attributed to the hotel. All additional costs (related to accommodation and/or transportation) between the two hotels are covered by the hotel that the customer originally reserved. The hotel is not responsible for the breach of its obligations due to force majeure. Slovenian court practice applies to events of force majeure or “acts of God.” In this case, the hotel reserves the right to move all guests or a certain number of guests to a hotel of an equivalent category, depending on availability.
Privacy View the legal notice on the website.
13. Changes to General Sales Conditions
Changes to General Sales Conditions The Urban Hotel Collection, with its members, reserves the right to partially or completely change these general sales conditions 7. without prior notice.