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GENERAL BOOKING AND ACCOMMODATION TERMS

HOTEL REGULATIONS

TELEFERIC GRAND HOTEL – TINT S.R.L.

This document sets out the general conditions applicable to bookings and accommodation services, as well as the rules to be observed by guests, visitors and other persons present on the premises of Teleferic Grand Hotel.

By making a booking and/or staying at the Hotel, the guest confirms that they have read and understood the conditions applicable to the contracted service and these Hotel Regulations.

PART I

GENERAL BOOKING AND ACCOMMODATION TERMS

  1. Hotel Operator

TINT S.R.L. – Teleferic Grand Hotel
243 Poiana Soarelui Street
Poiana Brașov, Municipality of Brașov
Brașov County, postal code 500001
Romania

Tax Identification No.: 13694214
Trade Register No.: J08/1892/2013
Telephone: +40 368 100 200
E-mail: frontoffice@telefericgrandhotel.ro
Website: www.telefericgrandhotel.ro

  1. Application of These Terms

This document applies to bookings and services provided by Teleferic Grand Hotel unless specific conditions have been communicated for the relevant service.

Certain services may also be subject to the conditions of the booked rate, special offers and packages, corporate or group agreements, Teleferic Spa Center regulations, the Teleferic Grand Privilege Regulations and other specific regulations.

In the event of any inconsistency, the specific conditions communicated and accepted for the relevant service shall prevail over these general conditions, to the extent permitted by law.

  1. Making a Booking

The person making the booking must provide complete and accurate information regarding their identity, contact details, booking dates, number of guests, number and ages of children, and any information required for guaranteeing or paying for the booking.

A person making a booking on behalf of other guests declares that they are authorised to do so and is responsible for informing those guests of the applicable booking conditions.

  1. Booking Confirmation

A booking is considered confirmed once confirmation has been sent by the Hotel or by the booking system through which the reservation was made.

The guest must review the confirmation and promptly notify the Hotel of any discrepancies concerning the dates, room category, number of guests, included services, rate, payment method or cancellation policy.

  1. Bookings Made Through Travel Agencies and Third-Party Platforms

Bookings made through travel agencies, OTAs or other intermediaries may also be subject to the terms and conditions of the relevant booking channel.

Cancellation, amendment or refund requests relating to such bookings may need to be addressed directly to the intermediary through which the booking was made.

  1. Rate and Included Services

Unless otherwise stated in the booked offer, the standard accommodation rate includes:

  • VAT;
  • rich buffet breakfast, served in the restaurant, with a minimum of 100 products;
  • parking, subject to availability;
  • Wi-Fi internet access;
  • access to the fitness room;
  • access to the jacuzzi, subject to the opening hours, maximum capacity and Teleferic Spa Center regulations;
  • luggage storage room;
  • ski equipment storage area;
  • wake-up call service;
  • infant cot, upon request and subject to availability;
  • access to the Business Corner.

The services included in a particular package or rate are those stated in the offer and in the booking confirmation.

  1. Rates Expressed in EUR

Rates may be expressed in EUR.

Where payment is made in RON at the Hotel, the amount shall be calculated using the National Bank of Romania exchange rate applicable on the day of arrival, unless otherwise stated in the offer or booking confirmation.

For online or advance payments, the currency and payment conditions displayed during the payment process shall apply.

  1. Local Taxes

Local taxes are not included in the accommodation rate unless expressly stated otherwise.

As of the date of the latest update, the following local taxes apply:

Mountain Rescue Special Tax: RON 5/night/person;

Brașov Tourism Promotion Special Tax: RON 7/night/person.

The applicable amount shall be the amount established by the competent authorities and in force on the date the relevant tax becomes payable.

  1. Accepted Payment Methods

Depending on the service purchased, the Hotel accepts:

  • cash in RON, within the limits provided by law;
  • Visa credit/debit cards;
  • MasterCard;
  • Maestro;
  • American Express;
  • Pluxee, Edenred and Up Romania holiday cards/vouchers;
  • Teleferic Grand Hotel gift cards;
  • other payment methods communicated by the Hotel.

When holiday vouchers or holiday cards are used, the holder must be the beneficiary of the tourism services and must personally stay at the Hotel.

Holiday vouchers/cards must be valid at the time of use and may only be used for eligible services in accordance with applicable legislation.

  1. Refundable and Flexible Rate

For bookings made at refundable or flexible rates, the payment, cancellation, modification and no-show policy specific to the selected rate shall apply.

The conditions applicable to each rate are displayed before the booking is completed and are stated in the confirmation sent to the guest.

Depending on the rate selected, the conditions may provide for a deadline by which the booking may be cancelled or modified without penalty, as well as the penalties applicable after that deadline has expired.

In the event of cancellation, modification or no-show, the conditions of the rate, offer or package accepted by the guest at the time the booking was made shall apply.

If specific payment, cancellation, modification or no-show conditions are provided for a particular rate, package or offer, those specific conditions shall prevail over the general rules set out in this document, to the extent permitted by law.

  1. Non-Refundable Rate

For non-refundable rates, the specific conditions communicated before booking confirmation shall apply.

Amounts paid or payable under the conditions of the non-refundable rate are not refundable in the event of cancellation, amendment or no-show, to the extent permitted by law.

  1. Packages and Special Offers

Christmas, New Year’s Eve, Easter packages and other special offers may have their own rules regarding payment, deposits, cancellation, amendments and minimum stay requirements.

These conditions are communicated before booking and shall prevail over the general policy.

  1. No-show

In the event of a no-show, the no-show policy specific to the selected rate, package or offer shall apply, as displayed before the booking was completed and stated in the booking confirmation.

The applicable penalty may vary depending on the commercial conditions accepted by the guest at the time the booking was made.

The specific conditions of the rate, package or offer shall prevail over the general rules, to the extent permitted by law.

  1. Booking Amendments

A booking may be amended depending on the applicable rate conditions, Hotel availability and the rates in force at the time of the requested amendment.

The original rate is not guaranteed for an amended booking.

A reduction in the length of stay may be treated as a partial cancellation.

  1. Early Departure

Departure before the booked departure date does not automatically entitle the guest to a refund for unused nights or services.

The applicable rate policy shall apply.

  1. Right of Withdrawal

The general 14-day right of withdrawal applicable to certain distance contracts does not apply to accommodation services contracted for a specific date or period.

  1. “Pay at Property” – Booking Guarantee

For bookings made under the “Pay at Property” option, the Hotel uses a secure booking guarantee system based on bank card pre-authorisation.

Three days before the arrival date, the Hotel will send a secure pre-authorisation link to the e-mail address provided at the time of booking through its payment partner, EuPlătesc.ro.

For bookings made less than three days before arrival, the link may be sent immediately after the booking is made.

The link will be used to request pre-authorisation of an amount equal to the value of the first night of accommodation, in accordance with the booking policy.

A pre-authorisation means the temporary blocking of the relevant amount on the card and does not, at that stage, constitute an actual charge.

At the end of the stay, depending on the payment method chosen by the guest:

  • the pre-authorised amount may be captured and used in full or in part toward payment for the services; or
  • the pre-authorisation may be released if payment is made using another accepted payment method.

The actual period within which the amount becomes available again after the pre-authorisation is released depends on the card-issuing bank and is outside the Hotel’s control.

If the pre-authorised amount is subsequently charged through EuPlătesc.ro, the relevant fiscal document shall be issued for the amount actually collected through that system.

Separate fiscal documents shall be issued, where applicable, for any remaining accommodation charges and/or additional services paid separately.

Holiday cards/vouchers and gift cards are not accepted for the purpose of guaranteeing a booking by pre-authorisation.

They may be used for payment of eligible services at the Hotel after the services have been provided, subject to applicable legislation, validity and the conditions of the relevant payment instrument.

The guest is responsible for ensuring that the e-mail address provided is correct and should contact the Hotel if the pre-authorisation link is not received.

Failure to complete the pre-authorisation within the deadline stated in the Hotel’s message will result in cancellation of the booking due to failure to meet the booking guarantee requirement.

  1. Check-In and Check-Out

Check-in: from 4:00 PM.

Check-out: by 12:00 PM.

Early check-in and late check-out are available only subject to availability unless expressly included in the booked offer.

  1. Late Check-Out

An extension of the stay beyond 12:00 PM must be requested and approved by the Hotel, subject to availability.

If approved, the following charges apply:

  • between 12:00 PM and 2:00 PM – 30% of the accommodation rate for one night;
  • between 2:00 PM and 4:00 PM – 50% of the accommodation rate for one night;
  • after 4:00 PM – 100% of the accommodation rate for one night.

The reference rate shall be the accommodation rate applicable to the room for the final booked night, excluding local taxes and additional services.

Guests who vacate their room by 12:00 PM may store their luggage free of charge in the designated luggage storage area for a maximum of 12 hours, subject to available capacity.

  1. Security Deposit Required at Check-In

At check-in, the Hotel requires a security deposit of RON 1,000 per room to guarantee potential consumption, additional services and/or damage attributable to the guest.

The security deposit is provided through pre-authorisation of a valid credit or debit card physically presented at Reception.

The transaction is carried out at the POS terminal with the card physically present and, where technically required, by entering the PIN.

This pre-authorisation is separate from the pre-authorisation used to guarantee “Pay at Property” bookings.

After check-out and verification of the room account, the Hotel will initiate the release of the unused security deposit.

The actual period required for the funds to become available again depends on the card-issuing bank.

If amounts are due for unpaid services or proven damage, these may be settled against the security deposit in accordance with the communicated conditions and applicable law.

Refusal to provide the RON 1,000 security deposit may result in the guest being unable to complete check-in and in cancellation of the booking.

Any financial consequences of such cancellation shall be those provided for under the applicable booked rate and booking conditions.

  1. Registration and Identification Documents

All guests must be registered at Reception in accordance with applicable legislation.

Each guest must present a valid identification document.

The Hotel cannot accommodate persons who fail to provide the documents required for compliance with statutory guest registration obligations.

Identification documents are checked and returned immediately after the necessary formalities have been completed.

  1. Children and Verification of Accompanying Persons

As part of measures aimed at preventing and protecting children against exploitation and in order to verify compliance with the legal requirements applicable to the accommodation of minors, the Hotel may request documents enabling verification of the minor’s identity and the status of the accompanying person.

Minors under the age of 14 may only be accommodated when accompanied by their parents or legal representatives, except in cases expressly provided for by law.

For minors under the age of 14, the Hotel may request:

  • the child’s birth certificate and/or passport;
  • the identity document of the parent/legal representative;
  • where applicable, documents required to verify the person’s status as parent or legal representative.

For minors aged 14 or older, the minor’s identity card or passport must be presented.

Where justified by the circumstances, the Hotel may request additional documents necessary to verify the lawfulness of the accommodation and the relationship between the minor and the accompanying adult.

For organised groups, camps, trips, competitions and similar situations, the exceptions and documentation requirements established by applicable legislation shall apply.

  1. Room Occupancy

Accommodation of a number of persons exceeding the permitted occupancy of the relevant room category is not allowed.

If the actual number of guests differs from the booking, the Hotel may recalculate the rate, require the booking of a different room category or refuse accommodation exceeding the authorised occupancy.

PART II

HOTEL REGULATIONS

  1. Refusal or Termination of Services

The Hotel complies with its obligation to provide accommodation to guests in accordance with the applicable legislation.

The Hotel may refuse check-in, cancel a reservation or require a guest to leave the Hotel only in cases permitted by law or where there is an objective, specific and proportionate reason related to the failure to comply with an applicable legal or contractual requirement, the safety of persons and property, or the prevention of unlawful activities.

Such situations may include, as applicable: refusal to present documents required by law; legal impossibility of accommodating a minor; failure to comply with a duly communicated and validly accepted guarantee or payment requirement; fraudulent or unauthorized use of a payment instrument; violent, threatening or abusive behaviour; serious breaches of rules relating to order and safety; engagement in unlawful activities; or the existence of a specific and serious risk to the safety of persons, property or the operation of the Hotel.

Any such measure shall be applied on an individual, proportionate and non-discriminatory basis and with due regard for mandatory consumer rights.

  1. Respect for Quiet Hours and Other Guests

Guests must respect the comfort, safety and privacy of other persons.

The following quiet hours must be observed in particular:

10:00 PM – 8:00 AM
and
1:00 PM – 2:00 PM.

Parties in rooms, loud music and other activities causing unjustified disturbance are not permitted.

  1. Visitors

Visitors must report to Reception.

Access to a guest room is permitted only with the consent of the registered guest.

A visitor may stay overnight only after being registered at Reception, provided that the room occupancy limit is respected and any applicable charges are paid.

  1. Access to the Guest Room

The guest room constitutes the guest’s private space for the duration of the stay.

Hotel staff may enter the room for the provision of ordinary hotel services, including housekeeping, necessary checks or technical interventions, while respecting the guest’s privacy and the “Do Not Disturb” sign, in accordance with the Hotel’s procedures.

Without the guest’s prior consent, access is also permitted in emergency situations or where it is necessary and justified for the protection of life, personal safety, property, the Hotel’s installations, or for compliance with a legal obligation.

  1. Housekeeping

Housekeeping services are provided in accordance with the Hotel’s schedule.

The “Do Not Disturb” sign will be respected except in emergencies or other circumstances in which access is legally justified.

  1. Smoking and Electronic Devices

Smoking is prohibited inside the Hotel, including in guest rooms.

The Hotel also prohibits the use indoors of:

  • electronic cigarettes;
  • vaping devices;
  • heated tobacco devices;
  • similar products generating smoke, vapour or aerosols.

A breach of this rule may result in additional costs for specialist cleaning, deodorising and taking the room temporarily out of service.

The Hotel may charge a cleaning and reinstatement fee of up to RON 1,000 per room/day, limited to the costs and actual loss caused by the breach.

If the proven actual damage exceeds this amount, the Hotel may seek recovery of the difference in accordance with the law.

  1. Open Flames and Hazardous Equipment

The use in guest rooms of candles, open flames, burners, cooking appliances, unauthorised heating devices or other equipment capable of creating a fire hazard is prohibited.

Any interference with smoke detectors, sprinklers, alarms or safety systems is strictly prohibited.

  1. Pets

Pets are not accepted, regardless of species, breed or size.

This rule does not affect the rights of persons using guide dogs or other assistance animals recognised under applicable law.

  1. Parking

Guests must park only in designated spaces and comply with signage and staff instructions.

Parking is available subject to availability.

The provision of a parking space does not in itself constitute a separate contract for custody or safekeeping of the vehicle or any items left inside it unless such a service has been expressly agreed.

The Hotel’s liability for any loss or damage shall be determined in accordance with applicable law and the specific circumstances.

  1. Personal Belongings and Valuables

Guests are encouraged to use the safe provided for money, documents and valuables.

Failure to use the safe does not automatically exclude the Hotel’s liability where such liability is imposed by law.

Liability for loss, theft or damage to guests’ belongings shall be determined in accordance with applicable law and the specific circumstances.

  1. Ski Equipment Storage Area

The Hotel provides guests with an area designated for storing ski equipment.

Guests must properly use the available storage and security systems and should not leave valuables together with their equipment.

Simply placing equipment in the ski storage area does not constitute individual delivery of the item into the Hotel’s custody unless an express handover procedure is used.

The Hotel’s liability for loss of or damage to ski equipment shall be determined in accordance with applicable law and the specific circumstances.

  1. Damage to Hotel Property

Guests are liable, in accordance with the law, for damage caused through their fault to guest rooms, furniture, equipment, installations and other Hotel property.

The Hotel may claim the actual and justifiable costs of repair, replacement, cleaning or restoring the relevant item to its previous condition.

  1. Lost or Forgotten Items

Items found after a guest’s departure are handled in accordance with the Hotel’s procedures and applicable legislation.

Items may be sent to their owner at the owner’s expense.

  1. Teleferic Spa Center

Access to Teleferic Spa Center is subject to the specific regulations applicable to each facility.

Guests must comply with opening hours, maximum capacities, age restrictions, hygiene requirements and staff instructions.

CAUTION: surfaces in the Teleferic Spa Center area may become slippery.

Guests must move carefully, use appropriate footwear where permitted and comply with all safety signage.

  1. Health Condition and Use of Spa Facilities

Saunas, swimming pools, jacuzzis and wellness services should be used taking into account the guest’s individual health condition.

Guests must comply with displayed contraindications and, where appropriate, seek advice from a medical professional before use.

  1. Children Using Hotel Facilities

Parents, legal representatives or accompanying adults are responsible for supervising the children in their care, including in swimming pools, restaurants, common areas and outdoor areas.

The exception is for programmes where the Hotel expressly states that specialised supervision is provided.

  1. Restaurants and Bars

Opening hours of food and beverage outlets may vary depending on season, occupancy levels and operational requirements.

Persons with allergies, intolerances or dietary restrictions must inform the staff before placing an order.

  1. Alcoholic Beverages

The Hotel does not serve alcoholic beverages to persons to whom the sale or consumption of alcohol is prohibited by law.

The Hotel may refuse further service where justified by the safety of the person concerned or of other guests.

  1. Illegal Substances and Activities

The introduction, possession, distribution or consumption of substances prohibited by law and the carrying out of any illegal activity on Hotel premises are prohibited.

  1. Restricted Areas

Guests are not permitted to enter technical areas, kitchens, storage rooms, internal offices, staff-only areas or any other areas marked as restricted without authorisation.

  1. Photography and Filming

Photography and filming for personal use are permitted provided that the privacy of other persons is respected.

Commercial photo or video shoots and professional productions require the Hotel’s prior approval.

  1. Emergencies and Evacuation

In the event of fire, accident, alarm or any other emergency, guests must comply with staff instructions and evacuation plans.

  1. Medical Emergencies

In the event of a medical emergency, guests should contact Reception or the emergency services at 112.

The Hotel may request emergency medical assistance where circumstances indicate that this is necessary to protect a person’s life or health.

  1. Room Unavailability

If, in exceptional circumstances, the Hotel is unable to provide the confirmed room, it will use reasonable efforts to provide an appropriate solution, such as an equivalent or superior room, alternative accommodation, amendment of the booking or refund of any amounts due.

  1. Weather Conditions and Ski Area

Weather conditions, snow levels and the operation of ski slopes and cable transport facilities are outside the Hotel’s control.

Unless the offer expressly states otherwise, unsuitable skiing conditions do not automatically entitle the guest to free cancellation of the accommodation.

  1. Force Majeure

In cases of force majeure or other exceptional circumstances, the applicable legislation and contractual conditions shall apply.

The Hotel will use reasonable efforts to mitigate the effects on guests.

  1. Data Protection

Personal data is processed in accordance with the TINT S.R.L. Privacy Policy, available at:

www.telefericgrandhotel.ro/politica_de_confidentialitate/

  1. Video Surveillance

Certain areas of the Hotel are monitored by video surveillance for the security of persons and property.

Further details are available in the Video Surveillance Policy.

  1. Complaints

For prompt resolution of any issue arising during the stay, guests are requested to contact Reception immediately.

Subsequent complaints may be submitted to:

frontoffice@telefericgrandhotel.ro

  1. Applicable Law

This document is governed by Romanian law.

Nothing in these terms limits any mandatory consumer rights.

  1. Amendments to the Regulations

The Hotel may update this document in the event of changes to legislation, services, procedures or security requirements.

Changes apply for the future and do not retroactively alter the commercial conditions of a booking already confirmed.

  1. Contact

TINT S.R.L. – Teleferic Grand Hotel
243 Poiana Soarelui Street
Poiana Brașov, Brașov 500001
Romania

Telephone: +40 368 100 200
E-mail: frontoffice@telefericgrandhotel.ro
Website: www.telefericgrandhotel.ro

Last updated: 30 September 2026