General Terms and Conditions (GTC)

Bookings

The rental agreement is concluded upon advance payment for a specific rental period for an apartment.
The agreement applies to the respective guest, the landlord (Schwanenburg Apartments), and is binding on the landlord and those customers who have made a booking without being guests of the landlord themselves. If a customer has made a booking for a guest, they are jointly and severally liable to the landlord with the guest.
a) The conclusion of the accommodation contract/rental agreement obliges the contracting parties to fulfill the contract for the entire duration of the contract. The contract cannot be terminated unilaterally.
b) Option bookings are binding for both contracting parties. The landlord reserves the right to allocate the reserved rooms/event rooms to other parties after the option booking has expired.
c) Booked function rooms are only available to the contracting party at the agreed times. Any use beyond this requires prior agreement with the landlord.
d) For all group bookings, the landlord must receive a list of participants 14 working days before the group's arrival.
The guest is obliged to fill out the registration form provided upon arrival, unless they have checked in in advance via the website provided.
a) If the guest does not arrive at the check-in times on the agreed arrival date, the landlord is entitled to allocate the room(s) to other guests if the guest/customer has not notified the landlord in advance.
b) If the guest has reserved accommodation for several days and does not arrive on the scheduled day, the landlord assumes that the guest/customer has canceled the confirmed trip if they have not notified the landlord of a later arrival and do not arrive by 11:00 a.m. the next day at the latest.
c) In cases a) and b), the guest is obliged to pay the cancellation fees. The customer/guest is free to claim higher actual expenses saved as well as higher actual benefits obtained from other use of the accommodation.
The room(s) must be vacated by 10:00 a.m. on the day of departure. If the guest does not ensure that the room(s) are available at this time by vacating them and settling the bill, the landlord may charge the full price for the additional day and vacate the apartment if another guest has booked it.
Schwanenburg reserves the right to rebook the guest to other apartments at the same price. The rebooking will primarily be to new apartments that are the same or better than the previously booked apartments in terms of amenities, size, and price. If the booked apartments or other apartments are not available for technical reasons, Schwanenburg will refund the guest the difference in price compared to the booking price of the new apartment.
We do not offer smoking rooms. Smoking is only permitted in the outdoor area in specially designated areas. If smoking does occur in the apartment, we will not be able to rent the room for at least 5 additional days, as the smell will linger and other guests will not want to rent it. Cleaning costs of at least €150 will be charged, as well as the loss of at least €500 due to the inability to rent the room, which must be paid by the guest. If the guest violates the smoking ban, they must leave the room immediately and pay these costs. If, after the guest has moved out, it is determined—e.g., by the cleaning staff, with an additional witness—that the guest has smoked, these costs must also be paid by the guest. The statement of the cleaning staff and the landlord shall serve as proof.
The guest has a special duty of care towards all of the landlord's furnishings and must ensure that they are treated with care within the scope of the accommodation provided. In the event of use of the room in breach of the contract, the landlord has the right to terminate the contract without notice. Moving furniture and using chairs from the apartment in the outdoor area is not permitted.
As a rule, the guest may not receive visitors in their room without first obtaining the consent of the landlord. Filming movies or video clips intended for publication is not permitted.
Overnight stays by persons other than those registered with the landlord are also not permitted.
Animals are not allowed in the rented rooms. If this rule is not observed and the guest leaves as a result, this does not release them from the obligation to pay cancellation fees.
If the guest is offered the opportunity to park their vehicle in a parking lot belonging to the landlord, parking is at the guest's own risk. The landlord has no duty of care or safekeeping.
If the guest notices any defects, especially in the landlord's room, these must be reported immediately so that the landlord has the opportunity to remedy the reported defects at short notice. A defect that is only reported upon departure does not lead to a reduction in the room price if the landlord was not aware of this defect.
In the event of loss of the key, the costs for the damage incurred and the replacement shall be borne by the person responsible. The cost of losing the hotel key is 200 euros, as it is part of a central locking system.
The landlord's regulations (house rules) – available online and in the room as a folder – are included in the above landlord's contract and are binding for all guests. In the event of gross 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 domiciliary rights and issue a ban on the guest entering the premises. The ban on entering the premises is effective immediately. There is no longer any entitlement to the remaining days booked. There is no entitlement to a refund.

Cancellations

Once the room reservation has been confirmed, we will hold a room in the desired category as agreed. Changes or cancellations result in losses that we cannot bear alone. We do not want to deter our future guests with the following terms and conditions, but if you are nevertheless forced to cancel your trip, please contact us.

To avoid incurring costs, we recommend that you take out travel cancellation insurance.

Cancellations are only valid if we receive them in writing (including by email). In the event of a cancellation, we will of course try to rent the room(s) or vacation apartment(s) to other guests. For regular guests, we may waive the cancellation fee as a gesture of goodwill, depending on the individual case and the advance booking period. Otherwise, if a confirmed booking is canceled, whether in writing, by telephone, or verbally, the following table will apply.

Cancellation period	Cancellation fees	Minimum
Up to 30 days before departure	10	€100
29 to 21 days before departure	50	€100
20 to 8 days before departure	75	€100
7 to 2 days before departure	90	€100
1 day before departure, interruption of stay, no-show	100	100

Cancellation by Schwanenburg

Schwanenburg is entitled to terminate accommodation contracts (even after the room(s) has/have been occupied) with immediate effect and, in exercising its domiciliary rights, to expel the guest or group of guests from the premises if the guest or group of guests damages the reputation, safety, or image of the landlord, is suspected of committing criminal offenses, or disturbs, annoys, or endangers other guests, residents, passers-by, or neighbors.
In particular, violations by the guest or guest group of the provisions of the General Terms and Conditions 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 rooms for a purpose other than that agreed upon. In such cases, the guest is obliged to pay compensation and to pay for the accommodation already used, as well as to pay for accommodation not yet used in accordance with the cancellation regulations.
This also applies to all other accommodation contracts in the event of force majeure or if there is another important reason within the mutually agreed cancellation policy.

House rules

Quiet hours are from 10 p.m. to 7 a.m., please be considerate of other guests.
The kitchen must be left clean and the trash must be removed from the apartment. Moving furniture is not permitted.
If the kitchen is not left clean or the trash is not disposed of, we will unfortunately be forced to charge a cleaning fee of €50 or more.
The Wi-Fi connection is only suitable for surfing the internet, short messages, and emails, not for TV or streaming movies, as the bandwidth is not sufficient for this and other guests would then be unable to use the internet.
The heating must not be left on during the day when the apartment is unoccupied, and the windows must be kept closed in winter unless they are being used for ventilation (see also below).
Ventilation in winter: Please ventilate the apartment by opening the windows wide for 3-5 minutes, with several windows open if necessary. Otherwise, the windows must be kept closed.
If the windows are left open in winter with the heating on, the guest will be charged €15 per day per room.
The landlord will visit the apartments daily to check for any problems. The landlord may turn down the heating, close the windows, and point out any violations of the house rules. The landlord must be granted access to the apartment.
Please use the slippers provided – entering the apartment with outdoor shoes is not permitted.
Parking is free of charge. Please always park so that the white boundary lines are not crossed, otherwise the driveway will be too narrow. For long vehicles, please use the larger parking spaces on the north side (Bucher Chaussee).
Check-out is by 10 a.m. Please leave the key on the table in the apartment.
You can dispose of your trash in the trash containers located at the first driveway on Lindenberger Str. (see map). Please use the appropriate bins (blue: paper, black: residual waste, plastic: yellow bags). If you need additional trash bags, please contact the administration.
Smoking is not permitted. Smoking is only permitted in the specially designated smoking areas outside. Smoking is not permitted in the parking lots. No cigarette butts on the ground.
Outdoors: 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, electric razors, etc., may not be charged in the guest's absence. If an electronic device brought by a guest causes a fire in the room/apartment, the guest is liable for all resulting damages.
Please keep music, television, and conversations at a reasonable volume. No parties.
Pets are not allowed.
Rearranging the furniture, bringing your own furniture, and storing moving boxes or other large items is not permitted.
Price list for additional services
- Washing and drying per 7 kg: €10
- Additional bed linen: €2
- Additional towel: €2
- Interim cleaning of the apartment, including bed linen and towels: From €25 for a small apartment to €90 for a 5-room apartment.

Event room

The subletting or re-letting of function rooms, exhibition or advertising space requires the written consent of the lessor.
Any exhibition items or other objects brought along – not „brought in“ within the meaning of Section 702 of the German Civil Code (BGB) – are kept in the event rooms or at the lessor's premises at the customer's/guest's own risk. Except in cases of gross negligence or intent, the lessor accepts no liability for loss, destruction, or damage. Exhibition items or other objects brought along must be removed immediately after the end of the event. If the customer/guest fails to do so, the lessor may remove and store them at the customer's expense. The lessor may charge room rental for the duration of the stay for any items remaining in the event room. The attachment of presentation material or other items is not permitted without the consent of the lessor. All decorative material must comply with fire safety requirements. Valuables, money, and negotiable instruments (checks, check cards, etc.) must be deposited in the lessor's safe at the reception desk.
If the lessor has reasonable grounds to believe that the event threatens to jeopardize the smooth running of the business, the safety or reputation of the establishment or its guests, or in the event of force majeure or internal unrest, it may cancel the event; any claims for damages against the lessor are excluded.
Newspaper advertisements containing the apartment building's details for invitations, sales events, and job interviews, or the use of the apartment building for advertising measures by the contractual partner, require the prior written consent of the landlord. If a publication is made without the consent of the lessor and this adversely affects the essential interests of the apartment building, the lessor has the right to cancel the event; in this case, payment will be insisted upon.
In the case of joint meals, the organizer must provide the lessor with the exact number of participants 3 working days before the start of the event. This number is considered guaranteed.
Bringing food and beverages is generally not permitted. Exceptions are only possible in consultation with the lessor and upon payment of the customary service charges/corkage fees.
Circumstances that prompted the guest/customer to conclude the rental agreement but which do not occur for reasons beyond the guest/customer's control (e.g., cancellation of a trade fair or similar) do not lead to the contract being rescinded on the basis of the legal principle of frustration of contract.
Insofar as the lessor arranges for the organizer to receive external services of a technical, decorative, or other nature from third parties, it acts on behalf of and for the account of the organizer. The organizer is liable for the careful handling and proper return of these items and indemnifies the lessor against all claims by third parties.

General provisions

Surveillance cameras are installed around the apartments in the outdoor area for the safety of guests. By booking an apartment, the customer agrees that images/videos may be recorded and used in accordance with the GDPR.
The apartment/room may be entered during the guest's stay for the purpose of cleaning or carrying out necessary repair work by employees or the owner, if he carries out this work himself, as well as in justified exceptional cases (specific suspicion of damage) or in case of danger.
Any items left behind by the customer/guest will only be sent on request, at the customer's risk and expense. Any liability on the part of the landlord is excluded in this respect.
If the accommodation cannot be provided for reasons within the landlord's sphere of risk, the landlord is not liable for compensation for wasted vacation time. Otherwise, the landlord is only liable in cases of intent or gross negligence on the part of the legal representatives of the landlord company or the landlord's vicarious agents.
If there are changes in the statutory value-added tax between the conclusion of the contract and the start of the first night's stay, the guest/customer agrees that changes to the agreed price resulting from the mere change in value-added tax will also change the agreed price in accordance with the change in value-added tax.
The landlord is entitled to cash payment for all services before departure/upon arrival and accordingly has a statutory lien on the guest's belongings. If the landlord has agreed with the customer/guest on advance payments for the accommodation price, he is entitled to terminate the contract extraordinarily if the customer does not pay by the due date of the advance payment. The claim to cancellation fees remains unaffected. In the event of cancellation of the booking of the landlord's room, the customer/guest is obliged to pay cancellation fees, subject to other individual agreements: Cancellation up to Cancellation fee of the landlord in whose property the booked landlord's rooms are located.
Any malfunctions in the technical or other equipment provided will be remedied immediately, as far as possible. However, payments cannot be withheld or reduced. Offsetting against counterclaims is excluded, unless the counterclaims are undisputed or have been legally established.
Messages, mail, and goods sent to guests will be handled with care. The landlord will take care of storage, delivery, and, upon request, forwarding at the recipient's expense. 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 the period between the conclusion of the contract and the provision of services exceeds 180 days, the lessor reserves the right to make price changes without prior notice.
Services from flat-rate agreements that are not used will not be refunded.
The place of jurisdiction and place of performance for the lessor's services to non-merchants is the respective location or agreements are not affected. No verbal side agreements have been made. Changes or additions to the contract must be made in writing.
Prospectus liability or internet liability is excluded.
The lessor charges a flat fee of €15 for each change of guest/employee.
For cash payments, the lessor does not accept €500 banknotes or banknotes in foreign currencies.
For guests/customers who are merchants, the place of jurisdiction is agreed to be Bernau bei Berlin. German law applies.
Company headquarters:
Schwanenburg Apartments GmbH
Managing Director: Edgar Klee
VAT ID No. DE452471909
Commercial register: Frankfurt Oder Local Court, HRB 21307 FF
Company headquarters: Bucher Chaussee 1, D-16341 Panketal