General Terms and Conditions (GTC)

Bookings

The rental agreement is concluded upon prepayment for a specific rental period for an apartment.
The contract applies to the respective guest and the landlord (Schwanenburg Apartments), binding both the landlord and any customers who have made a booking without being a guest themselves. If a customer has booked for a guest, they are jointly and severally liable to the landlord with the guest.
a) Once the guest accommodation or rental agreement is made, both parties are committed to fulfilling it for the entire duration. The agreement cannot be cancelled by one party alone.
b) Option bookings are binding for both parties. The landlord reserves the right to assign the reserved rooms / event spaces to other guests once the option booking expires.
c) Booked function rooms are available to the contracting party only during the agreed-upon times. Any use beyond these times requires prior arrangement with the landlord.
d) For all group bookings, the landlord must receive a participant list 14 working days before the group's arrival.
Upon arrival, guests are required to complete the registration form provided, unless they have already checked in online via the website, if available.
a) If the guest does not arrive during the check-in times on the agreed arrival day, the landlord is entitled to reassign the room(s), unless the guest/customer has informed the landlord beforehand.
b) If the guest has reserved accommodation for several days and does not arrive on the scheduled day, the landlord will assume that the guest/customer has cancelled the confirmed booking if they have neither communicated a later arrival nor arrived by 11:00 AM on the following day at the latest.
c) In cases a) and b), the guest is obliged to pay cancellation fees. The customer/guest is free to claim higher actual saved expenses and higher actual benefits obtained from alternative use of the accommodation.
Rooms must be vacated by 10:00 AM on the day of departure. If the guest fails to vacate the room(s) and settle the bill by this time, the landlord may charge the full price for an additional day and clear the apartment if another guest has booked it.
Schwanenburg reserves the right to rebook guests to other apartments at the same price. These new apartments will primarily be equal to or better than the originally booked ones in terms of furnishings, size, and price. If the booked apartments or other available apartments are not accessible due to technical issues, Schwanenburg will refund the guest the price difference compared to the new apartment's booking price.
We do not offer smoking rooms. Smoking is only permitted in designated outdoor areas. If smoking occurs inside the apartment, we will be unable to rent the room for at least 5 additional days due to the lingering smell, as other guests would not wish to rent it. A cleaning fee of at least €150 will be charged, along with a loss of income of at least €500 due to the inability to rent the room; these costs must be paid by the guest. If a guest violates the smoking ban, they must immediately vacate the room and pay these costs. If, after check-out – for example, by cleaning staff with an additional witness – it is determined that the guest has smoked, these costs must also be paid by the guest. The statements of the cleaning staff and the landlord will serve as proof.
Guests are responsible for taking special care of all furnishings provided by the landlord within the rented accommodation. If the room is used in a way that violates the agreement, the landlord has the right to terminate the contract immediately. Rearranging furniture and using the apartment's chairs outside are not permitted.
Generally, guests may not receive visitors in their room without first getting the landlord's permission. Filming or recording video clips intended for public release is not allowed.
It is also not permitted for anyone other than the registered guests to stay overnight.
Animals are not permitted in the rented premises. Failure to comply, resulting in the guest's departure, does not exempt them from the obligation to pay cancellation fees.
If the guest is offered the option to park their vehicle in a parking space belonging to the landlord, parking is at the guest's own risk. The landlord has no duty of care or custody.
Should the guest notice any defects, particularly in the apartment provided by the landlord, these must be reported immediately so that the landlord has the opportunity to rectify them promptly. A defect reported only upon departure will not lead to a reduction in the room price if the landlord was not aware of it.
If a key is lost, the person responsible must cover the costs for any damage incurred and for its replacement. Losing a hotel key costs 200 Euros because it is part of a central locking system.
The landlord's regulations (house rules) – available online and in the room as a folder – are incorporated into the aforementioned rental agreement and are binding for all guests. In case of serious violations of the landlord's regulations/house rules, extraordinary termination is possible. If a guest intentionally violates the house rules or endangers the well-being and safety of our staff or other guests with their behavior, we are entitled to exercise our right to refuse entry and issue a ban from the premises against the guest. The ban takes effect immediately. There is no longer any claim to the remaining booked days. No refund claim exists.

Cancellations

Once your room reservation is confirmed, we will hold a room in your chosen category as agreed. Please understand that changes or cancellations can result in losses that we cannot cover entirely on our own. While we don't want to discourage future guests with our terms, if you find yourself unable to travel, please contact us.

To avoid potential costs, we recommend purchasing travel cancellation insurance.

Cancellations are only valid if received by us in writing (including email). In the event of a cancellation, we will naturally try to rent out the room(s) or apartment(s) to other guests. For regular guests, a cancellation fee may be waived out of goodwill, depending on the individual case and the advance booking period. Otherwise, for the cancellation of a confirmed booking, whether made in writing, by phone, or verbally, charges will be applied according to the table below.

Cancellation Period	Cancellation Fees	Minimum
Up to 30 days before arrival	10%	100 €
29 to 21 days before arrival	50%	100 €
20 to 8 days before arrival	75%	100 €
7 to 2 days before arrival	90%	100 €
1 day before arrival, early departure, no-show	100%	100 €

Cancellation by Schwanenburg

Schwanenburg is entitled to terminate accommodation agreements (even after the room(s) have been occupied) with immediate effect and, in exercising its right to refuse entry, to remove the guest or guest group from the premises if the guest or guest group harms the reputation, safety, or standing of the landlord, is suspected of committing criminal offenses, or harasses, disturbs, or endangers other guests, residents, passers-by, or neighbors.
In particular, violations by the guest or guest group against regulations from the General Terms and Conditions (AGBs) or the house rules, as well as damage, soiling, or theft of hotel property, entitle Schwanenburg to immediate termination. This also applies if the guest uses the room or other areas for a purpose other than that agreed upon. In these cases, the guest is obliged to pay compensation for damages and for accommodation already used, as well as for accommodation not yet used, in accordance with the cancellation policies.
This also applies to all other accommodation agreements in cases of force majeure or other significant reasons, as per the mutually agreed cancellation policies.

House Rules

Quiet hours are from 10 PM to 7 AM; please be considerate of other guests.
The kitchen must be left clean, and all rubbish must be removed from the apartment. Rearranging the furniture is not permitted.
If the kitchen is not left clean or the rubbish is not disposed of, we regret that we will have to charge a cleaning fee starting from €50.
The Wi-Fi connection is suitable only for internet browsing, instant messaging, and emails. It is not suitable for TV or streaming movies, as the bandwidth is insufficient and other guests would then be unable to use the internet.
The heating should not be on during the day if the apartment is unoccupied. In winter, windows must be kept closed unless you are airing out the room (see also below).
Ventilation in winter: Please ventilate the apartment by 'shock ventilation' for 3-5 minutes, with windows wide open, possibly with a draft from multiple windows. Otherwise, windows must be kept closed.
If windows are left open in winter while the heating is on, the guest will be charged, starting from €15 per day per room.
The landlord inspects the apartments daily to identify any issues. If necessary, the landlord may turn down the heating, close windows, and address any violations of the house rules. The landlord must be granted access to the apartment.
Please use the provided slippers – outdoor shoes are not permitted inside the apartment.
Parking is free. Please always park within the white lines to ensure the driveway remains clear. For longer vehicles, please use the larger parking spaces on the north side (Bucher Chaussee).
Check-out is by 10 AM. Please leave the key on the table in the apartment.
You can dispose of your trash at the waste containers located near the first car entrance on Lindenberger Str. (See map). Please use the appropriate bins (blue: paper, black: general waste, plastic: yellow bags). If you need more trash bags, please contact the administration.
Smoking is not allowed. Outside, smoking is only permitted in specially designated smoking areas. Smoking is not allowed in the parking areas. Please do not throw cigarette butts on the ground.
Outside: Loud groups, loud phone calls, and the consumption of alcohol and cannabis are not permitted.
Electronic devices brought by guests, such as laptops, tablets, smartphones, razors, etc., must not be charged in the guest's absence. Should a fire occur in the room/apartment due to an electronic device brought by the guest, the guest is liable for all resulting damages.
Please keep music, TV, or conversations at room volume. No parties.
Pets are not allowed.
Rearranging the furnishings, bringing your own furniture, and storing moving boxes or other large items are not allowed.
Price List for Additional Services
- Washing including drying per 7 kg: 10.-€
- Additional bed linen: €2.
- Additional towel: 2.- €
- Mid-stay cleaning of the apartment, including bed linen and towels: From €25 for a small apartment up to €90 for a 5-room apartment.

Event Room

Subletting or re-letting function rooms, exhibition spaces, or advertising areas requires the landlord's written permission.
Exhibition or other items brought in by the customer/guest – but not "introduced" in the sense of § 702 of the German Civil Code – are kept in the event rooms or on the landlord's premises at the customer's/guest's own risk. Except in cases of gross negligence or intent, the landlord accepts no liability for loss, destruction, or damage. Any exhibition parts or other items brought in must be removed immediately after the event. If the customer/guest fails to do so, the landlord may remove and store them at the customer's expense. For items remaining in the event room, the landlord may charge room rent for the duration of their stay. The attachment of presentation materials or other items is not permitted without the landlord's consent. All decorative materials must comply with fire safety regulations. Valuables, cash, and monetary instruments (checks, debit cards, etc.) must be deposited in the landlord's safe at the reception.
If the landlord has reasonable grounds to believe that an event could jeopardize the smooth operation of the business, the safety or reputation of the property or its guests, or in cases of force majeure or civil unrest, they may cancel the event. In such circumstances, no claims for damages can be made against the landlord.
Any newspaper advertisements that include details of the apartment building for invitations, sales events, or job interviews, or any use of the apartment building for promotional activities by the contracting party, generally require the landlord's prior written approval. If such information is published without the landlord's consent, and this significantly harms the apartment building's interests, the landlord reserves the right to cancel the event, and payment will still be required.
For shared meals, the organizer must provide the landlord with the exact number of participants 3 working days before the event begins. This number will be considered guaranteed.
Bringing your own food and drinks is generally not allowed. Exceptions are only possible with the landlord's agreement and upon payment of the standard service charges / corkage fee.
Circumstances that led the guest/customer to enter into the rental agreement, but which do not occur due to reasons beyond the guest's/customer's control (e.g., cancellation of a trade fair or similar), do not result in the contract being reversed under the legal principle of frustration of contract.
If the landlord arranges third-party services of a technical, decorative, or other nature for the organizer, this is done in the name and on behalf of the organizer. The organizer is responsible for the careful handling and proper return of these items and indemnifies the landlord against all third-party claims.

General Provisions

For the safety of our guests, surveillance cameras are installed in the outdoor areas around the apartments. By booking an apartment, guests agree that images and videos may be recorded and used in accordance with GDPR regulations.
During a guest's stay, the apartment/room may be entered by staff or the owner (if they perform the work themselves) for cleaning or necessary repairs. Entry is also permitted in justified exceptional cases, such as when there is a strong suspicion of damage or in an emergency.
Left-behind items belonging to the customer/guest will only be forwarded upon request, at the customer's risk and expense. Any liability on the part of the landlord is excluded in this regard.
If the accommodation cannot be provided due to reasons within the landlord's control, the landlord is not liable for compensation for any wasted vacation time. In all other cases, the landlord is only liable for damages caused by intentional acts or gross negligence on the part of the landlord's legal representatives or agents.
If changes in the statutory Value Added Tax (VAT) occur between the signing of the contract and the start of the first overnight stay, the guest/customer agrees that the agreed price will also change accordingly due to the VAT adjustment.
The landlord requires cash payment for all services before departure or upon arrival and, accordingly, has a legal right to hold items brought by the guest as security. If the landlord and guest have agreed on advance payments for the accommodation, and the guest fails to pay by the due date, the landlord has the right to terminate the contract immediately. The right to claim cancellation fees remains unaffected. In the event of a room booking cancellation, the guest is obligated to pay cancellation fees, unless other individual agreements have been made. These fees apply up to the cancellation fee set by the landlord for the specific rooms booked.
Any disruptions to technical or other facilities provided will be resolved immediately, if possible. However, payments cannot be withheld or reduced. Counterclaims cannot be offset against payments unless they are undisputed or have been legally confirmed.
Messages, mail, and parcels intended for guests are handled with care. The landlord will store them and, upon request, arrange for forwarding with postage due. However, liability for loss, delay, or damage is excluded.
Invoices sent are payable within 1 working day without deduction.
The landlord accepts the following credit cards: Maestro, Visa, and Mastercard.
If more than 180 days pass between the contract signing and the provision of services, the landlord reserves the right to change prices without prior notice.
Services included in package deals that are not used will not be refunded.
For services provided by the landlord to non-commercial customers, the place of jurisdiction and performance is the respective location, or existing agreements remain unaffected. No verbal side agreements have been made. Any changes or additions to the contract must be made in writing.
Liability for information provided in brochures or on the internet is excluded.
The landlord charges a flat fee of €15 for each change of guest or staff member.
For cash payments, the landlord does not accept €500 banknotes or any foreign currency banknotes.
For guests or customers who are registered merchants, the agreed place of jurisdiction is Bernau bei Berlin. German law applies.
Company Headquarters:
Schwanenburg Apartments GmbH
Managing Director: Edgar Klee
VAT ID No. DE452471909
Commercial Register: Amtsgericht Frankfurt Oder, HRB 21307 FF
Registered Office: Bucher Chaussee 1, D-16341 Panketal