Terms and conditions for alteration and cancellation
You are free to cancel or alter individual reservations (up to 5 rooms) until 3 pm 1 day prior to your scheduled date of arrival. After this time, you cannot change or cancel your reservation. Compensation for rooms that are not used will be calculated according to the following practice (applies for individual guests):
A) Standard basic rule
In the event of a “no show”, the guest will be charged the price of the room for one day.
B) Late cancellation
If a room booking is cancelled later than 3 pm 1 day before the scheduled date of arrival, and if the room cannot be rented out to another guest, the guest who originally booked the room will be charged the price of the room for one day.
All alterations and cancellations must be made by sending an e-mail to Citybox Hotels or through your “My Page” as a Citybox Friend.
For group reservations (more than 5 rooms) different terms apply. Please contact us if you need additional information.
Obligations and responsibility of Citybox guests
Agreements concerning hotel room reservations are binding on both parties.
Guests are required to provide correct contact information when making their bookings.
It is not permitted to give key cards to anyone other than the person(s) registered as the guest(s) in the room. The maximum permitted numbers of guests per room are: 1 in single rooms, 2 in double rooms and 4 in family rooms.
During their stays, guests are required to abide by the hotel regulations as well as the rules and regulations laid down by the authorities. The hotel regulations are printed from our check-in/out-terminals upon arrival.
Hotel guests and others who visit the hotel must not subject other hotel guests or people who live nearby to disruption, disturbances or danger.
Hotel guests are legally and financially liable for any damage they, with or without intent, may cause to the hotel or any injury they may cause to a third party, including but not limited to, destruction of property or removal of property from the hotel without permission.
Pets are permitted at the hotel (on request!) for a surcharge of NOK 150 / € 15 per day.
Smoking is not permitted at the hotel. Smoking in the rooms or the hallways will trigger the fire alarms. All costs linked to any such triggering of the fire alarms will be charged to the person(s) who caused the triggering of the alarms, or to the contact person linked to the booking of the room. This also applies to E-cigarettes and vapes. Smoking will result in eviction and a fine of NOK 1 500 in Norway, € 150 in Estonia, and € 200 in Belgium.
Photo identification must be presented at check-in. Minors under the age of 18 do not have access to Citybox Hotels without adhering to adults.
Guests who fail to live up to these obligations can be expelled from the hotel without claim to compensation of any kind.
Obligations and responsibility of the hotel
In the event that the hotel, for reason beyond the control of the hotel, is unable to provide the guest with a room that has already been booked and paid for, the hotel shall be entitled to provide said guest(s) with accommodation at another local hotel and at no extra charge. The hotel is obliged to inform the guest in question of such changes and arrangements without delay.
Housekeeping is done after check-out and during longer stays. Extra cleaning can be ordered for a small fee. Contact the Host Office for more information.
Pursuant to local legislation, the hotel is responsible for its guests and their possessions, but only to the extent that any damages or injuries are the result of intentional actions or of negligence on the part of the hotel staff. In the event that a guest should wish to claim such intent or negligence on the part of the hotel staff, said guest shall be required to prove such in each and every case.
In the event that a guest should wish the hotel to take on greater responsibility for valuables, the guest can request that the hotel accept such for safekeeping. The hotel is entitled to refuse such a request.
Data Protection Declaration for Citybox AS
Here at Citybox AS, we process your personal data in various ways, for example when you order services from us, stay at our hotels, use services we provide and some other situations. Our Data Protection Declaration gives you more information about how we process your personal data. In the following you will also find contact information, should you have any questions or wish to view the information we hold on you.
We process your personal data in accordance with the current Norwegian personal data legislation, including GDPR.
- The data controller for your personal data
Our company Citybox AS AS (Norwegian Org. No. 989551752), is the data controller responsible for processing personal data in our centralized systems for booking, invoicing and hotel management. Whenever you book a room, spend a night or make a payment with us, Citybox AS is the data controller.
Citybox AS AS (Norwegian Org. No. 989551752), is the data controller for our website. Citybox AS is also the data controller for our marketing and distribution of e-mails to our customers and contacts and other digital marketing.
- Processing of personal data relating to booking and hotel stays
In connection with bookings made by you or by others on your behalf, we process the personal data we need to fulfill the agreement for booking and purchase of services. This is information which you have given us directly or via travel or other agents. For example, we process information about your identity, your contact details and your payment details. In certain cases, we store your passport number. We also process other information you may have given us which is relevant to your stay with us. This could be information about allergies or special requests for your stay. We record all purchases and orders you make with us, for example, spa services, restaurants, room service, etc. in order to provide such services and to enable you to pay for them.
We process this information for as long as necessary for fulfilling the booking agreement with you, and also as far as this is imposed on us by current legislation or official requirements.
We log the use of key cards in our hotels. We do this to combat and solve crime, and for safety purposes, including fire safety. We store our logs for 21 days.
- Processing of personal data for development, troubleshooting and security
We will process data, including personal data, for the purposes of troubleshooting or error correction, for improving our services and the technology we use and for analyzing usage and user behavior. We will also process personal data in order to verify your identity, including verifying your identity in connection with your use of our digital services.
As far as possible, we anonymize data or create statistics, but will also have to process personal data for development, troubleshooting, statistical and security purposes.
- Other processing of personal data
In the case of competitions or other activities which you may take part in, we will process personal data such as name and contact information when this is necessary, e.g. for recording participants and then drawing one or more winners. As far as possible, we will specifically inform you of this at the time you take part in competitions or other activities.
If you contact our customer service or otherwise approach us with an inquiry, we will process the personal data you provide to the extent that this is necessary for answering and logging your inquiry. The starting point for this will be legitimate interests or for fulfilling contracts with you or answering your inquiries.
Apart from the processing described in our Data Protection Declaration or based on your consent, in certain cases we must or may process personal data when this is imposed on us or permitted by applicable legislation, including the Norwegian Personal Data Act and GDPR, or by applicable orders from the authorities or courts.
- Processing of personal data relating to our suppliers, business customers and business contacts
We process information about contact persons appointed by our suppliers, business customers, cooperation partners, participants in events aimed at the business world and other persons acting in a business role. We do this in order to work efficiently, to enter into and enforce contracts, recruit employees, manage our business and develop our business and professional network. Such information typically comprises name, contact information, position, business, skills, commercial interests and participation in our events for the business world or a previous interest in us and our employees.
We store such information for as long as we consider that the person is one of our business contacts.
The starting point for this is our legitimate interests.
- Surrender of personal data and mandatory processing
We do not pass on your personal data to third parties unless you have consented to this or unless the applicable legislation, including the Norwegian Personal Data Act and GDPR, or a valid order from the authorities or the courts permit or force us to do so.
For clarity, we would point out that our use of data controllers to process information on our behalf does not constitute surrender of information.
- Collection of personal data from others
In order to ensure that we have the correct information about you, we may cleanse your information against other sources, such as telephone directories, public registries and the like. In some cases, it may be relevant to credit-check our customers, which involves obtaining credit data from other sources. We obtain demographic information such as age, gender and language from other sources. We obtain information from our cooperation partners and other parts of our group, where this is lawful and necessary for providing services and communication for you.
- Your rights
As a person, you have various rights under the Personal Data Regulations.
You have the right to view your information, and to correct or delete personal data about yourself which we are processing. You are further entitled to request limited processing, to raise objections to processing and to request entitlement to data portability.
If you want to use your right to access our treatment of your personal data, or if you have any other questions, feel free to contact us by email, firstname.lastname@example.org. We will answer your inquiry as soon as possible, and no later than within 30 days.
We will ask you to confirm your identity or provide further information before we allow you to make use of your entitlements with us. We have to do this to ensure that we only give access to your personal information to you – and not to anyone claiming to be you.
- Data Protection Officer
We have our own Data Protection Officer at Citybox AS. The Data Protection Officer is responsible for all our companies and for all personal data we process in the countries in which we are established.
The Data Protection Officer is our contact point with the Norwegian Data Protection Authority.
Our Data Protection Officer gives Citybox AS, our data processors and our employees advice and guidance on the processing of personal data and the rules which govern this. The Data Protection Officer’s work is to monitor our compliance with the personal data rules and our internal guidelines.
The Data Protection Officer may also help you to assert your rights in respect of us, or help you get answers to questions about your personal data held by us.
You can contact our Data Protection Officer at email@example.com.
If you feel that our processing of personal data does not match what we have described here or otherwise breaches the personal data legislation, you may, as an alternative, complain to the Norwegian Data Protection Authority or the supervisory authority in the country in which you are staying at a hotel. You will find information about contacting the Data Protection Authority on the Authority’s website www.datatilsynet.no. In Estonia: https://www.aki.ee/et
- Use of data processor.
We use several data processors to allow us to deliver our services to you. Our biggest data processor is our booking system Visbook AS.
- Cookies/Information capsules
We use information capsules (cookies) to improve user experience of our website.
A cookie is a small text-based datafile stored in your equipment (your smartphone, computer or, for example, a tablet). Cookies help to recognize what type of content and which pages are visited on our website. Information stored by means of a cookie may include how you use the website, what type of browser you use and which pages you have visited.
A permanent cookie remains on your equipment for a defined period of time. A session cookie is stored temporarily on your equipment memory while you are visiting our website. The session cookie disappears when you close your browser. We use both permanent and session cookies. Citybox AS may also use third-party cookies.
- Changes to Data Protection Declaration or to processing
We are continually working to develop and improve our services for our customers. This may change the method or extent of our processing of personal data. Information we provide in this personal data declaration will thus be adapted and updated at regular intervals. We will also change the Data Protection Declaration when new rules or official practice makes this necessary.