General terms and conditions – Gothia Towers & Upper House

Here are our general terms and conditions for your booked hotel stay. Please note that we have two hotels with slightly differentiated terms and conditions (e.g., the deadline for cancellations).

1. Gothia Towers 2. Upper House
Unless otherwise agreed, these terms and conditions apply to all bookings regardless of the booking channel (via our website, by phone, e-mail or via third parties). If you have any questions, please contact Customer Service by phone at +46 31 750 88 00.

Booking and confirmation

The number of persons, price and any additional services to be delivered by the hotel will be stated in the confirmation received separately in an e-mail to the responsible booker. Breakfast (for the number of guests to which the booking relates) is included in all bookings. You must be at least 18 years of age to able to stay at Gothia Towers or Upper House without the company of a parent or guardian. If you wish to stay in any of our suites, we must be at least 25 years of age.

Cancellations or no-shows

Bookings may be cancelled free of charge until the deadline specified below:

  • 11:00 on the arrival date for Gothia Towers and Upper House.

The cancellation deadline (in local Swedish time) applies unless specific terms have been agreed and are included in the confirmation. In case of a no-show, 100% of the cost of the first night of accommodation will be charged unless specific cancellation terms for the booking have been agreed.

Check-in and check-out (on-site and online)

Booked rooms are available for check-in from 15:00 on the arrival date. Unless otherwise agreed, guests must check out before 11:00 on the departure date.

Please present a valid national ID document or passport at check-in or when you pick up your key card (if you checked in online).

To ensure a smooth, fast and efficient check-in experience for all our guests, we will automatically (via an API/connection to the national register) verify the identity of the individual checking in. This is intended to facilitate the registration of contact details and to ensure that the room is given to the right person in accordance with the applicable booking agreement. For Swedish guests, verification is done by scanning the ID document (the QR code itself, which contains the person’s personal identity number) of the person who checks in/picks up the key card. This allows us to obtain the name, address and date of birth (year, month, day) of the checked-in guest from SPAR/Dun & Bradstreet. We do not store the last 4 digits of the guest’s personal identity number; these are used only to access her/his contact information and date of birth. We obtain the date of birth of the checked-in guest to ensure that she/he meets the required age limit (is over 18 years of age).

We also obtain demographic analysis data for the geographical area in which the guest is recorded in the national register. However, this data is NOT saved for the individual; it is only used for anonymised market and business analysis. For foreign guests, we manually record the passport number of the checked-in guest in our hotel system (cf. the Aliens Act).

Payment/Card payment

As we are a cash-free hotel. You may pay for your room with a credit card, upon arrival or during online check-in. The card number is also stored as a guarantee for unforeseen fees or costs at our facility that may be booked/charged to the room (such as restaurant meals, spa visits, flowers or other additional services). All prices include VAT.

Children

Children up to 6 years of age can sleep in their parents’ bed at no additional cost. At Gothia Towers, you can order an extra bed for children aged 12 and under for a cost of SEK 100/night. The cost of children over 12 years of age is the same as for adults.
At Upper House we do not have any family rooms or extra beds for the rooms. For example, if you are a family with two adults and two children (over 6 years of age), you need to book two double rooms. Please note that only children aged 16 or older are permitted to visit Relax and Spa, and that they must be accompanied by a parent or guardian.

Pets

At Gothia Towers, dogs are allowed in some of our rooms subject to location, for an additional fee of SEK 250/dog/night (max 2 dogs/room). Enquiries about available rooms may be sent to the room reservation team at [email protected]. Other pets are not allowed.

Spa & Relax

The age limit for visiting Spa & Relax is 16 years, and minors must be accompanied by a parent or guardian.

Liability for injury/negligence or theft

  • Comfort and courtesy
    Overnight guests or other persons visiting their rooms may not disturb other hotel guests. Our quiet hours for all hotel rooms are between 22:00 – 08:00, and between 00:00 – 08:00 only hotel guests are allowed in our rooms. Guests who are noisy and disruptive or who otherwise neglect their obligations may be removed from the hotel without notice, with no right to a refund or reimbursement of any kind.
  • Negligence or indefensible conduct
    The guest (or the person acting as guarantor for the room) is liable for any costs and/or damages caused to the hotel or a third party in connection with her/his stay. The hotel guest is required to reimburse the hotel for movable property that is broken or inappropriately removed from the hotel room or the hotel property’s other spaces. All costs of damage or theft incurred in connection with the stay will be charged to the credit card used to make the booking.
  • Smoking
    We are a non-smoking hotel. Smoking is strictly prohibited and guests may only smoke in designated areas outdoors. E-cigarettes are also prohibited indoors. In case of violation of our smoking ban, we have the right to charge the guest for the cost of cleaning and sanitising the room. These costs will be charged to the credit card registered at check-in.

If the smoking ban is violated, the registered credit card will be charged the following amounts:

  • SEK 3000 for Gothia Towers rooms
  • SEK 4000 for Upper House rooms

Force majeure

Unforeseen events beyond the control of the contracting parties (e.g., a strike, fire, lockout, etc.) and which make it impossible to fulfil the agreement give the hotel/hotels the right to cancel the contract without compensation liability.

Disputes

In the event of a dispute between the parties (the guest/responsible booker), the dispute shall be dealt with in accordance with applicable Swedish law. If the dispute cannot be settled amicably, the jurisdiction of the hotel/hotels shall apply, with the exception of mandatory rules for consumer contracts.

Privacy Policy/Personal data processing

Your personal data may be handled, both manually and through automated processes. The contact details processed for the purposes of delivering the services and products requested under the agreement will be stored before, during and for a certain time after your stay. Gothia Towers and Upper House are the data controllers and may use contact details (for the purpose of conducting our business) such as names, addresses and e-mail addresses to send relevant offers or provide information about our services, products and any events (if the individual has consented to receive such offers and information). For a more detailed description of how we process your data, please read our Privacy Policy. Read more >>

Safety

It is important to us that you feel safe during your stay. We work continuously with safety issues, and you are in safe hands when you stay at Gothia Towers and Upper House. Read more >>