General Terms and Conditions – Kloster Heidberg
These General Terms and Conditions govern the legal relationship between our guests and Kloster Heidberg, a service facility with separate management of community centres of the German speaking community of Belgium. The terms of each reservation confirmation, which will be sent to you by e-mail or via our booking system, serve as the basis.
The guest has taken note of and accepted these general terms and conditions as well as those applicable to the booked rates. In case of a special request, the guest is obliged to send a written notification to Kloster Heidberg by e-mail to info@klosterheidberg.be.
1. Opening hours of the reception
- Monday to Friday from 7:30 a.m. to 7 p.m.
- Saturdays 8 a.m. – 7 p.m. (until 10 p.m. for events in the room “Kapelle”)
- Sundays 8 a.m. – 1 p.m.
The opening hours of the reception can be adjusted depending on occupancy and events at the venue.
2. Check-in, Check-out
Check-in is possible from 3 p.m. to 6.30 p.m., in case of late arrival we kindly ask you to inform us in advance. Unless otherwise agreed, we ask our guests to vacate their rooms by 10 a.m. from Monday to Friday and by 11 a.m. at weekends.
- From 10/11 a.m. and until 12.30 p.m. a fee of €25 will be charged
- After 12.30 p.m. the next night will be charged in full
3. Extra beds / Cots
We ask for prior notice when staying with a baby or child, as the size of the rooms does not always allow to add a (baby) bed. We are happy to provide a cot on request.
4. Animals
Animals are not allowed at Kloster Heidberg, unless an assigned service animal is required. The presence of a service animal must be reported to Kloster Heidberg in advance.
5. Prices and terms of payment
The prices and services agreed by the Kloster Heidberg are set out in the booking confirmation. The guest is obliged to pay for any additional services ordered. All additional services booked or consumed during the stay must be paid for at latest at check-out.
Prices are quoted in euros and include the applicable Belgian VAT.
We reserve the right to request advance payments for reservations.
In case of payment by credit card, your credit card will only be used to guarantee the reservation. Your credit card will only be charged if you book a room at a special rate for which other conditions apply.
The cost of international bank transfers will be charged to the guest.
6. Cancellations of room reservations
- The guest may cancel the booking in accordance with the conditions set out for their specific booking.
- If you have firmly reserved a room without leaving a credit card as a guarantee, the room(s) will be held for you until 4 p.m. on the day of arrival. If you do not arrive by this time, the Kloster Heidberg will automatically dispose of the room(s) and can release them for booking.
- If you have guaranteed your reservation by credit card and cannot/do not want to use the reserved service, we ask you to cancel the reservation. In the event of late cancellation, no-show, late arrival or early departure, the booked stay will be charged. We may refrain from issuing an invoice if the room(s) is/are rented to another party.
- For reservations via the Online Booking Engine, the respective reservation and cancellation conditions apply. If the credit card number has been entered incorrectly when booking online, we will not consider the booking to be guaranteed.
- For reservations of more than 5 rooms, special cancellation conditions apply. Please contact Kloster Heidberg for further information.
7. Smoking
We would like to point out that smoking is strictly prohibited in all public areas in Belgium. This also applies to the hotel rooms and any other areas of the hotel that are not expressly reserved for this purpose. In the event of non-compliance, Kloster Heidberg will charge costs based on the nuisance and damage suffered, with a minimum of €150.
8. Damage and Theft
The guest is liable to the Kloster Heidberg for damage and loss caused by him or by guests or third parties designated by him.
Kloster Heidberg is not liable for theft or loss, for parked vehicles or for any incident that is not directly related to hotel operations.
9. Lost property
Lost property will only be forwarded at the guest’s request. The guest bears the costs and the risk for the forwarding.
10. Personal data
Guests’ data will be processed in accordance with the regulations in force in Belgium.
The Ministry of the German-speaking Community is the controller of your data in accordance with the General Data Protection Regulation (EU) 2016/679 of 27 April 2016 and the Law of 8 December 1992 on the protection of privacy with regard to the processing of personal data. It only uses this data for the stated purpose and duration. Your personal rights are therefore given special consideration.
Further information on safeguarding your rights can be found at www.ostbelgienlive.be/datenschutz. You can contact the data protection officer at datenschutz@dgov.be.
11. Applicable law, place of jurisdiction
Belgian law applies to all bookings at Kloster Heidberg. The parties agree that the court in Eupen shall have exclusive jurisdiction.
In the event of non-compliance with our general terms and conditions, the relevant staff and management reserve the right to ask you to leave the building. In the event of drunkenness, aggressive or inappropriate behaviour, you may be refused entry.
The Kloster Heidberg team is looking forward to your visit and is at your disposal for any further information.