Last updated: 19 October 2026
1About these terms
These terms and conditions ("terms") are between you and Lapland Glow Hotel Oy (Business ID 3253007-3), Olleronvaarantie 57, 96100 Rovaniemi, Finland, which runs Lapland Glow Chalets ("we", "us"). They cover accommodation bookings and payment, whether you book through our website, our booking system, by email or by phone, and the use of our website.
By making a booking, you confirm that you have read and accepted these terms. The person who makes the booking is responsible for making sure that everyone in the booking knows them.
We may agree on different terms for a specific booking, package or group. If we do, we tell you before you book, and those terms prevail over these general terms.
Bookings through Booking.com, Expedia or Airbnb. If you book through one of these channels, the cancellation and payment terms shown in that channel apply to your booking instead of sections 4 and 5. Everything else in these terms applies to your stay.
2Booking and confirmation
A booking can be made in writing or through our booking system. When you book, please give us:
- the names of the travellers
- your phone number and email address
- your arrival and departure dates, with an estimated time of arrival
- the payment method
On arrival we also ask for the details that the law requires for the traveller notification (see our Privacy Policy).
A booking is confirmed when we have received the payment and you have received a booking number. All bookings are subject to availability and are not confirmed until we have confirmed them in writing. We may decline to confirm a booking if the payment has not been received.
Five chalets or more. Different booking and cancellation terms, and additional supplements, may apply; we tell you before you book. Please contact info@laplandglowhotel.fi. Groups of more than ten people: see section 6.
Guests. Each chalet is for one or two guests. Children are welcome on request; the Grand Glow Chalets have room for one extra bed. The number of guests is shown in your booking confirmation.
Pets. Pets are not allowed in the chalets.
3Check-in and check-out
Check-in is from 15:00 to 21:00 on the day of arrival, and check-out by 11:00 on the day of departure. The same times apply if you change chalets during your stay.
Late arrival. If you arrive after 21:00, please tell us well in advance. Unless otherwise agreed, guests arriving after check-in time are welcomed with self check-in. Please let us know your estimated time of arrival at least a couple of days before.
For safety reasons, only checked-in guests are allowed in the chalets, and the maximum number of guests in a chalet must not be exceeded. Every adult guest must show a valid ID.
4Payment
A booking is confirmed by paying the full amount. We accept the most common credit and debit cards and bank transfers. Extras during your stay can be paid in cash (euros) or by card.
We may ask for a card on arrival as a guarantee. We charge it only for extras you have used, or for damage under section 8, and we tell you the amount and the reason before we charge it.
Prices are in euros and include VAT. The price of your stay is shown in the booking system before you pay and in your booking confirmation.
Refunds. When a refund is due under these terms, we pay it to the original payment method within 14 days of confirming the cancellation.
Payment service provider. Payments are processed by Paytrail Plc (Business ID 2122839-7, Innova 2, Lutakonaukio 7, 40100 Jyväskylä), in cooperation with Finnish banks and credit institutions. Paytrail Plc appears as the recipient on your bank statement or card invoice and forwards the payment to us. Paytrail Plc is a licensed payment institution. For complaints, please contact us first. More about paying with Paytrail: paytrail.com.
5Cancellation and no-show
Cancellations and changes must be made in writing by email to info@laplandglowhotel.fi. The time we receive your email counts as the time of cancellation. Changes are subject to availability. Name changes are not possible. Bookings made through Booking.com, Expedia or Airbnb follow the cancellation terms of that channel (see section 1).
1 December 2026 – 10 January 2027: non-refundable
If the booking is cancelled or changed, or in the case of a no-show, the full price is charged.
All other dates
| When you cancel or change | What is charged |
|---|
| 60 days or more before arrival | Nothing: free cancellation or change |
|---|
| 31–59 days before arrival | 50% of the total |
|---|
| 30 days or less before arrival, or no-show | The full price |
|---|
No right of withdrawal. Under Finnish and EU consumer protection law, there is no 14-day right of withdrawal for accommodation booked for specific dates. Cancellations and changes follow the terms in this section.
6Groups of more than ten people
Group terms apply to reservations for more than ten people and supplement the general terms above. Group reservations are made in writing to info@laplandglowhotel.fi.
- The reservation is confirmed by an advance payment by the date given in the group's confirmation. The advance payment is non-refundable if the group cancels.
- Payment is agreed at confirmation, and the group is invoiced in advance with a single invoice.
- A name list with room allocations is due at least 14 days before arrival: group name, length of stay, guests' names and nationalities, the group leader's contact details, estimated arrival and departure times, and dietary or other requests.
- If the advance payment is not made by the due date, the reservation is cancelled.
- For compelling reasons we may, after consulting the group, move the reservation to accommodation of at least the same standard, and reimburse any direct costs caused by the move.
Group prices are in euros and include VAT. They depend on the dates, group size, season, services and availability. After confirmation, we may change a group price only if the content of the services changes, or if VAT or other taxes, or supply, currency or fuel costs, rise significantly. We tell you about any change without delay, and you may then cancel free of charge.
7Days out and other services
Accommodation booked on its own is not a package travel arrangement under the Finnish Package Travel Act (901/2017). It is governed by Finnish law on accommodation and food service operations.
Days out, transfers and winter clothing rental that we help you arrange are provided by Oy Lapland Legacy Ltd (Business ID 3527984-9) under its own terms. If we ever sell your stay together with other travel services as a package, we tell you so before you book, and the Package Travel Act then applies.
8Guest conduct, damage and valuables
Guests are expected to behave respectfully. If a guest seriously breaks these terms or behaves in a way that puts people or property at risk, we may ask them to leave without a refund.
Guests are responsible for damage they or their visitors cause, intentionally or through negligence, in the chalet or elsewhere on the property, including furniture, equipment and other guests' belongings. Adults are responsible for children in their care. We charge the reasonable cost of repair, replacement or extra cleaning, and tell you the amount and the reason before we charge it.
No smoking. All chalets and indoor areas are non-smoking, including cigarettes, cigars, pipes, e-cigarettes and other vaping devices. If there is evidence of smoking in a chalet, we charge a deep-cleaning fee of €800.
Valuables. Please look after your belongings. We are not responsible for damage to or loss of guests' property, unless it was caused by us or our staff.
9Telling us about a problem
Please tell us straight away about any complaint or concern during your stay, so that we can put it right. If we cannot resolve a complaint together, see section 15.
10Force majeure
We may cancel a reservation if we are unable to provide the promised services because of circumstances beyond our control (force majeure), for example strikes, fire, water damage, natural disasters or war. In that case we refund everything you have paid for the services we cannot provide.
11Our liability
We are responsible for providing the accommodation and services described in your booking confirmation. If something is not as agreed, please tell us straight away so that we can put it right. If we cannot provide the chalet you booked, we offer you a chalet of the same or a higher standard or, if you prefer, refund what you have paid for it.
To the extent permitted by law, we are not liable for indirect or consequential loss, such as lost earnings or the cost of other travel arrangements. We are also not responsible for services that other companies provide directly to you, such as tours or transfers booked with them.
Nothing in these terms limits liability that cannot be limited under mandatory law, or your rights as a consumer.
12Using our website
Content. The texts, photos, videos, logos and other content on this website belong to us or are used with permission. You are welcome to view our pages and share links to them, but please do not copy or reuse the content for commercial purposes without our written permission.
Information on the website. We keep our website up to date, but photos and descriptions are indicative. Prices, availability and the details of your stay are confirmed in the booking system and in your booking confirmation.
Other services. Our website links to services run by others, such as our booking system, Booking.com, Instagram and WhatsApp. Their own terms and privacy policies apply when you use them. We are not responsible for the content of other websites.
Availability. We aim to keep the website available at all times, but we cannot guarantee that it is always free of interruptions or errors.
13Personal data
We process personal data in line with the EU General Data Protection Regulation and Finnish law. Our Privacy Policy explains how we handle your data, and our Cookie Policy explains how we use cookies.
14Changes to these terms
We may change our prices and these terms. The version in force when you made your booking applies to that booking. Price changes for groups are described in section 6. The date of the latest update is shown at the top of this page.
15Applicable law and disputes
These terms are governed by the laws of Finland. If you are a consumer, this does not take away the protection given to you by the mandatory consumer law of your country of residence.
If you have a complaint, please contact us first in writing. We aim to settle every disagreement directly with you.
If we cannot reach an agreement, a consumer can take the matter to the Finnish Consumer Disputes Board (kuluttajariita.fi). Consumers living in Finland can get advice from the Consumer Advisory Services of the Finnish Competition and Consumer Authority (kkv.fi), and consumers living in another EU country, Iceland or Norway from the European Consumer Centre Finland (ecc.fi).
Disputes are settled in the District Court of Lapland in Rovaniemi. A consumer may also bring a claim in the courts of their own place of residence where mandatory law allows this.
