Terms and Conditions

Bookings

The tenancy agreement is concluded upon payment of a deposit for a specific rental period for an apartment.
The contract applies to the respective guest and the landlord (Schwanenburg Apartments) and is binding on the landlord as well as on those customers who have made a booking without themselves being guests of the landlord. If a customer has made a booking on behalf of a guest, they are jointly and severally liable to the landlord together with the guest.
a) The conclusion of the accommodation contract / tenancy agreement obliges the contracting parties to fulfil the contract for its entire duration. The contract cannot be terminated unilaterally.
b) Option bookings are binding on both contracting parties. The landlord reserves the right to allocate the reserved rooms / function 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 these times 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 complete the registration form provided on arrival, unless they have checked in in advance via the website, if available.
a) If the guest does not arrive at the agreed check-in times on the agreed arrival date, the landlord is entitled to reallocate the room(s) to another party, provided 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 shall assume that the guest/customer has cancelled the confirmed booking if they have neither notified the landlord of 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 the cancellation fees. The customer/guest remains free to claim any higher actual costs saved, as well as any higher actual benefits derived from the alternative use of the accommodation.
The room(s) must be vacated by 10.00 am on the day of departure. If the guest fails to ensure that the room(s) are available by this time by vacating them and settling the bill, the landlord may charge the full price for the following day and vacate the apartment if another guest has booked it.
Schwanenburg reserves the right to rebook the guest into other apartments at the same price. The rebooking will primarily be to new apartments that are equal to or better than the previously booked apartments in terms of facilities, size and price. Should the booked apartments or other apartments be unavailable 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 permitted outdoors only in the specially designated areas. If smoking does take place in the apartment, we will be unable to let the room for at least a further 5 days, as the smell will linger and other guests will not wish to book it. Cleaning costs of at least €150 will be charged, as well as a loss of earnings due to the room being unlet of at least €500; these are to be paid by the guest. If the guest breaches the smoking ban, they must leave the room immediately and pay these costs. If, after the guest has left – e.g. by the cleaning staff, with an additional witness – it is established 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 the landlord’s furnishings and must ensure they are treated with care within the accommodation provided. In the event of use of the room in breach of the contract, the landlord is entitled to terminate the tenancy with immediate effect. Moving furniture around and using chairs from the apartment in the outdoor area is not permitted.
In principle, the guest may not receive visitors in their room without first obtaining the landlord’s consent. The filming of movies or video clips intended for publication is not permitted.
It is also prohibited for persons other than those registered with the landlord to stay overnight.
The accommodation is not suitable for infants and children under the age of 16.
Pets are not permitted in the rented premises. If this rule is not observed and the guest leaves as a result, this does not exempt them from the obligation to pay cancellation fees.
Insofar as the guest is offered the opportunity to park their vehicle in a car park belonging to the landlord, parking is at the guest’s own risk. The landlord has no duty of care or safekeeping.
Should the guest notice any defects, particularly within the let room, these must be reported immediately so that the landlord has the opportunity to rectify 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 the loss of a key, the costs of the damage incurred and the replacement must be borne by the person responsible. The cost of losing a hotel key is €200, 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 incorporated into the above tenancy agreement and are binding on all guests. In the event of gross breaches of the Landlord’s Regulations/House Rules, extraordinary termination is possible. If a guest intentionally breaches the house rules or, through their behaviour, endangers the well-being and safety of our staff or our other guests, we are entitled to exercise our right of access and issue a ban on the guest’s entry to the premises. The ban on entry takes effect immediately. There is no longer any entitlement to the remaining days booked. There is no entitlement to a refund.

Cancellations

Once your room reservation has been confirmed, we will, as agreed, hold a room in the desired category for you. Changes or cancellations result in losses that we cannot bear alone. We do not wish to deter our future guests with the following terms and conditions, but should you nevertheless be 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 attempt to re-let the room(s) or holiday apartment(s). For regular guests, a cancellation fee may be waived as a gesture of goodwill, depending on the individual case and the time of booking. Otherwise, in the event of cancellation of a confirmed booking, whether in writing, by telephone or verbally, charges will be applied in accordance with the table below.

Cancellation period	Cancellation fees	At least
Up to 30 days before arrival	5%	€100
29 to 21 days before departure	20%	€100
20 to 8 days before departure	50%	€100
7 to 2 days before departure	80%	€100
1 day before departure, curtailment of stay, no-show	100%	€100

Termination by Schwanenburg

Schwanenburg is entitled to terminate accommodation contracts (even after the guest has checked into the room(s)) with immediate effect and, in exercising its right of ownership, to expel the guest or group of guests from the premises if the guest or group of guests damages the landlord’s reputation, security or standing, is suspected of committing criminal offences, or harasses, disturbs or endangers other guests, residents, passers-by or neighbours.
In particular, breaches by the guest or group of guests of the provisions of the General Terms and Conditions or the house rules, as well as damage to, soiling of or theft of hotel property, entitle Schwanenburg to terminate the contract with immediate effect. This also applies if the guest uses the room or other premises for a purpose other than that agreed. In such cases, the guest is obliged to pay compensation and to pay for the accommodation already used, as well as for accommodation not yet used, in accordance with the cancellation policy.
This also applies to all other accommodation contracts in the event of force majeure or where there is any other good cause within the cancellation policy agreed by both parties.

House rules

Quiet hours are from 10.00 pm to 7.00 am; please be considerate of other guests.
The kitchen must be left clean, and rubbish must be removed from the flat.
If the kitchen is not left in a clean condition and the rubbish has not been disposed of, we are unfortunately obliged to charge a cleaning fee starting from €50.
The Wi-Fi connection is suitable for browsing the internet, text messages and emails. At certain times when many guests are streaming simultaneously in the house, the connection may be interrupted. We therefore point out that, for this reason, the Wi-Fi connection is not suitable for watching TV or streaming films.
Please use the heating responsibly in winter: if you switch on the heating, please keep the windows closed.
Ventilation in winter: Please ventilate the flat regularly by ‘airing it out’ for 5 minutes with the windows wide open, creating a draught between several windows if necessary. Otherwise, the windows must be kept closed in winter.
If the windows are left open continuously in winter whilst the heating is on, we will have to charge you additionally for the resulting high heating costs (from €15 per day per apartment).
The landlord has the right to enter the apartment in the event of problems or defects. If the windows are left open continuously in winter and the guest is not present, the landlord will close the windows and, if necessary, turn down the heating. The landlord must be granted access to the apartment.
Please remove dirty outdoor shoes inside the apartment.
Parking is free of charge. Please always park so that the white boundary lines are not crossed, to allow other vehicles to pass through to the parking spaces. If you have a long vehicle, please use the parking spaces on the north side (Bucher Chaussee), where large parking spaces are available.
Check-out is by 10:00 am. Please return the key to the key box or leave it on the table in the flat.
You can dispose of your rubbish in the bins located at the first driveway entrance on Lindenberger Str. (see map). If you need more bin bags, please contact the management.
Smoking is not permitted inside the buildings. Outside, smoking is permitted in the specially designated smoking areas. Please observe the signs indicating non-smoking zones and do not throw cigarette butts on the ground. If you smoke in the apartment, we will have to charge you for the cost of special cleaning and loss of rental income (€500).
Outdoors: Loud groups, loud telephone conversations and the consumption of alcohol and cannabis are not permitted.
Electronic devices brought by guests, such as laptops, tablets, smartphones, electric razors, etc., must not be charged in the guest’s absence. Should a fire occur in the apartment due to an electronic device brought by the guest, the guest shall be liable for all resulting damage.
Larger electrical appliances – in particular electric scooters (e-scooters), electric refrigerators or similar devices – must not be brought into or operated in the apartments. Devices with a battery, especially electric scooters and other battery-powered vehicles or devices, must under no circumstances be brought into or charged in the apartments due to the increased risk of fire. Should such a device cause a fire, the guest shall be liable to the operator for all resulting damage.
Please keep the volume of music, the television or conversations at a reasonable level. Parties are not permitted.
Pets are not permitted.
Rearranging the furnishings, bringing in your own furniture, or storing moving boxes or other large items is not permitted.
Price list for additional services:
- Laundry service (collection and delivery): €10 per 7 kg
- Mid-stay cleaning of the apartment, including bed linen and towels: Between €30 and €90 depending on the size of the apartment

Event room

The subletting or re-letting of function rooms, exhibition or advertising spaces requires the written consent of the landlord.
Exhibition items or other objects brought along – not “introduced” within the meaning of Section 702 of the German Civil Code (BGB) – 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 wilful misconduct, the landlord 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 landlord may arrange for their removal and storage at the customer’s expense. For any items remaining in the event room, the landlord may charge room hire for the duration of their presence. The display of presentation materials or other items is not permitted without the lessor’s consent. All decorative materials must comply with fire safety regulations. Valuables, cash and negotiable instruments (cheques, bank cards, etc.) must be deposited in the lessor’s safe at reception.
If the landlord has reasonable grounds to believe that the event threatens to jeopardise the smooth running of the business, the safety or the reputation of the premises or the guests, or in the event of force majeure or civil unrest, the landlord may cancel the event; in such cases, the assertion of any claims for damages against the landlord is excluded.
Newspaper advertisements containing the details of the apartment building for invitations, sales events and job interviews, or the use of the apartment building for the contracting party’s advertising activities, generally require the landlord’s prior written consent. If a publication is made without the landlord’s consent and this adversely affects the apartment building’s vital interests, the landlord shall be entitled to cancel the event; in this case, payment shall be insisted upon.
In the case of group meals, the organiser must provide the landlord with the exact number of participants 3 working days before the start of the event. This number is considered guaranteed.
Bringing in food and drink is generally not permitted. Exceptions are only possible in consultation with the landlord and upon payment of the standard service charges / corkage fee.
Circumstances which led the guest/customer to enter into the rental agreement but which do not materialise for reasons beyond the guest’s/customer’s control (e.g. cancellation of a trade fair or similar) do not result in the contract being rescinded under the legal principle of the cessation of the basis of the transaction.
Insofar as the landlord arranges external services of a technical, decorative or other nature from third parties on behalf of the organiser, the landlord acts in the name and on behalf of the organiser. The organiser is liable for the careful handling and proper return of these items and indemnifies the landlord against all claims by third parties.

General Provisions

Surveillance cameras are installed in the outdoor areas surrounding the apartments 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 to carry out necessary repair work by staff or the owner, if the owner carries out this work themselves, as well as in justified exceptional cases (concrete suspicion of damage) or in the event of danger.
Any items left behind by the customer/guest will only be sent on request, at the customer’s risk and expense. The landlord accepts no liability in this regard.
Insofar as the accommodation cannot be made available for reasons within the landlord’s sphere of risk, the landlord shall not be liable for compensation for wasted holiday time. Furthermore, the landlord shall only be liable in cases of intent or gross negligence on the part of the legal representatives of the letting company or the landlord’s vicarious agents.
Insofar as changes to the statutory value added tax (VAT) occur between the conclusion of the contract and the start of the first night’s stay, the guest/customer agrees that, for changes to the agreed price resulting solely from the change in VAT, the agreed price shall also change in accordance with the change in VAT.
The landlord is entitled to cash payment for all services prior to departure / on arrival and, accordingly, has a statutory lien on the guest’s personal belongings. If the landlord has agreed with the customer / guest on advance payments towards the accommodation price, the landlord is entitled to terminate the contract extraordinarily if the customer fails to pay by the due date of the advance payment. The right to claim 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 any other individual agreements: Cancellation up to the cancellation fee of the landlord in whose premises the booked rooms are located.
Faults in technical or other facilities provided shall, as far as possible, be rectified immediately. However, payments may not be withheld or reduced. Offsetting against counterclaims is excluded, unless the counterclaims are undisputed or have been legally established.
Messages intended for guests, as well as postal items and parcels, shall be handled with care. The landlord shall be responsible for their safekeeping, delivery and, upon request, carriage forward. However, liability for loss, delay or damage is excluded.
Invoices sent to the guest 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 landlord reserves the right to make price changes without prior notice.
Services not utilised under package agreements shall not be refunded.
The place of jurisdiction and performance for the lessor’s services to non-commercial customers is the respective location, unless otherwise agreed. No verbal side agreements have been made. Amendments or additions to the contract must be made in writing.
Liability arising from brochures or 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 banknotes in foreign currencies.
In relation to guests/customers who are traders, the place of jurisdiction is agreed to be Bernau bei Berlin. German law applies.
Registered office:
Schwanenburg Apartments GmbH
Managing Director: Edgar Klee
VAT ID No. DE452471909
Commercial Register: Frankfurt (Oder) Local Court, HRB 21307 FF
Registered office: Bucher Chaussee 1, D-16341 Panketal