You are free to cancel or alter individual reservations (up to 8 rooms) until 3 p.m. one 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 to 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 p.m. one day before the scheduled date of arrival, the guest who originally booked the room will be charged the price of the room for the first 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 8 rooms) different terms apply. Please contact us if you need additional information.
C) Non-refundable bookings
Pre-paid bookings are non-refundable, regardless of if you cancel your booking or not.
For reservations made with the Regular or Citybox Friends rate, the card will be authorized for 5% of the reservation amount at the time of booking. The remaining amount for the stay will be charged once the cancellation deadline has passed.
For the Non-refundable rate, the full amount will be charged at the time of booking.
If the payment transaction for the reservation cannot be completed, we reserve the right to cancel the reservation.
All prices are based on the applicable VAT rate and mandatory taxes (such as city tax) in force at the time of booking.
If changes to VAT or other mandatory accommodation taxes are introduced by law after a booking is made, the total price may be adjusted to reflect these changes.
Agreements concerning hotel room reservations are binding on both parties.
Guests are required to provide correct contact information when making their bookings.
Citybox offers digital pre-check-in. Guests who complete digital pre-check-in before arrival can access their room directly without using the check-in terminals, provided the room is available. This applies from the hotel’s standard check-in time of 15:00. Early access is only available if early check-in has been purchased or if the guest is a Citybox Friends member entitled to early check-in on double standard rooms.
It is not permitted to share room access credentials, including key cards or digital keys, to anyone other than the person(s) registered as the guest(s) in the room. The maximum permitted number of guests per room is 1 in single rooms, 2 in double rooms, and 4 in family rooms. If an extra bed has been ordered, 3 guests are permitted in double rooms and twin rooms.
All guests are required to present valid photographic identification at check-in. Accepted forms of ID are a passport, a national ID card or a valid EU/EØS driving license. Guests who cannot present valid ID at check-in may be denied access to the room. Minors under the age of 18 are not permitted to stay at Citybox Hotels unless accompanied by a parent, legal guardian, or another authorized adult.
During their stays, guests are required to abide by the hotel regulations as well as the rules and regulations laid down by the authorities.
Hotel guests and others who visit the hotel must not be subjected to 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. We reserve the right to charge companies and or guest’s card guarantee to cover such damages.
Only cats and dogs are permitted at the hotel upon request and for a surcharge. Surcharges vary from hotel to hotel.
During their stays, guests are required to abide by the hotel regulations as well as the rules and regulations laid down by the authorities which include the consumption of alcoholic beverages in the hotel public areas.
Smoking is not permitted at the hotel. Smoking in the rooms or the hallways will trigger 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, the amount varies from hotel to hotel.
Tampering with smoke detectors, including covering, disconnecting, or any actions that impair their functionality, is strictly prohibited and can have fatal consequences. Any interference with smoke detectors will result in eviction and a fine. The amount varies from hotel to hotel.
Use of nitrous oxide gas in the hotel is strictly prohibited and will result in eviction and a fine. The amount varies from hotel to hotel.
Guests are expected to treat all hotel staff and other guests with respect at all times. Any form of inappropriate behavior, harassment, or misconduct towards staff or other guests will not be tolerated and will result in eviction from the premises.
Guests who fail to live up to these obligations can be expelled from the hotel without claim to compensation of any kind. The hotel is entitled to refuse bookings they deem inappropriate, and that includes what they deem inappropriate behavior towards staff.
In the event that the hotel, for reasons 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.
To help keep prices competitive, daily housekeeping is not provided. Housekeeping is carried out every third day during longer stays and after check-out. Additional cleaning services can be ordered at any time for a surcharge. Please 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 negligence on the part of the hotel staff. If a guest 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.
If a guest wishes the hotel to assume responsibility for valuables, the guest may request that the hotel accept the items for safekeeping. The hotel reserves the right to refuse such requests.
Lost and Found
The hotel has a duty of care for property left behind by guests. All such items are kept in custody, and the hotel takes reasonable steps to identify and notify the rightful owner. At most Citybox hotels, found property is stored for a period of three months. In Belgium, found property is stored for a period of six months, in accordance with applicable local regulations. After the applicable storage period has elapsed, the hotel reserves the right to dispose of the property.
For more information about our processing of personal data and your rights, please refer to our Privacy Statement.
Introduction
Here at Citybox AS, we process your personal data in numerous 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 (General Data Protection Regulation).
The data controller for your personal data
Our company, Citybox 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 (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 necessary to manage your booking, stay, and payment. This information is provided by you directly or via travel partners or booking channels. The data processed typically includes your name, contact details, payment information, and, where required, identification details such as passport or national ID information. We may also process information you choose to share with us that is relevant to your stay, such as special requests. Any purchases or services ordered during your stay are recorded to enable delivery of the service and correct payment.
We process this information for as long as necessary to fulfill the booking agreement with you and as far as this is imposed on us by current legislation or official requirements.
We log the use of room access credentials, including key cards and digital keys, in our hotels. We do this to combat and solve crimes 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 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 we 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 in which you may take part, 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 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 to work efficiently, for entering and enforcing 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 permits or forces 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 a surrender of information.
Collection of personal data from others
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 that 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 gdpr@cityboxhotels.com. 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 must 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 gdpr@cityboxhotels.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 contact information for the relevant Data Protection Authorities on the European Data Protection Board’s website.
Use of data processors.
We use several data processors to allow us to deliver our services to you. Our biggest data processor is our booking system Mews System B.V.
Cookies/Information capsules
Our website uses cookies. For more information about cookies, please refer to our Cookie Policy.
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 practices make this necessary.