Refund Policy

1. Reservation Cancellations

Standard Bookings

• Cancellations made at least 48 hours before the scheduled check-in date are eligible for a full refund
• Cancellations made within 48 hours of check-in will incur a one-night stay charge
• The refund will be processed to the original payment method within 7-10 business days

Non-Refundable Bookings

• Reservations marked as non-refundable or promotional rates are not eligible for any refund under any circumstance
• These bookings typically offer discounted rates in exchange for a commitment to the reservation
• Payment is charged immediately upon booking and cannot be refunded
• Changes to non-refundable bookings are subject to availability and may incur additional charges

Flexible Bookings (Premium Rate)

• Cancellations made at least 24 hours before check-in receive a full refund
• Free date modifications up to check-in time (subject to availability)
• Available for select room types at a premium rate

Group Bookings (5 rooms or more)

• Must be cancelled at least 7 days in advance to receive a full refund
• Cancellations made 3-7 days before check-in will receive a 50% refund
• Cancellations made within 3 days of check-in will receive no refund
• Group bookings require a deposit upon reservation (typically 25-50% of total cost)

2. No-Shows

• If you do not arrive at the hotel on the scheduled check-in date without prior notice, the booking will be treated as a no-show
• No-show reservations will be charged the full amount of the stay
• No refund will be issued for no-show bookings
• We strongly recommend contacting us in advance if your plans change

3. Early Departures

• Guests who check out before the confirmed check-out date will not be eligible for a refund for the remaining nights unless approved by hotel management
• Early departure fees may apply depending on the booking type
• In exceptional circumstances, early departure refunds may be considered on a case-by-case basis
• Please notify the front desk immediately if you need to depart early

4. Modifications to Bookings

• Booking dates can be modified up to 48 hours before check-in without any fee, subject to availability
• Rate differences may apply based on the new dates and room availability
• Changes to room type are subject to availability and may incur additional charges
• Guest name changes can be made free of charge up to 24 hours before check-in
• Multiple modifications may incur administrative fees

5. Special Circumstances

Refunds due to emergencies, medical conditions, severe weather, or other unforeseen circumstances may be considered on a case-by-case basis in accordance with German consumer protection laws. We understand that unexpected situations arise, and we will work with you to find a fair solution.

Eligible Circumstances May Include:

• Documented medical emergencies affecting the guest or immediate family members
• Natural disasters or severe weather conditions preventing travel
• Government-mandated travel restrictions or lockdowns
• Serious illness requiring hospitalization
• Death in the immediate family
• Jury duty or court summons
• Military deployment or emergency service requirements

Required Documentation:

Please contact our support team at support@vantagegrandey.com with appropriate documentation such as:

• Medical certificates or doctor's notes (Ärztliches Attest)
• Death certificates (Sterbeurkunde)
• Official travel advisories or restrictions
• Court documents or jury duty notices
• Military or emergency service orders

6. Refund Processing

• Approved refunds will be processed to the original payment method used for booking
• Refunds typically take 7-10 business days to appear in your account after processing
• You will receive an email confirmation once your refund has been processed
• For credit card refunds, processing time may vary depending on your bank or card issuer
• SEPA bank transfers may take 2-5 business days
• Cash refunds are not available; all refunds must be processed through the original payment method
• Refunds will be issued in Euros (€) regardless of the original currency used for payment

7. Promotional Codes and Special Offers

• Promotional codes and special offers may have specific cancellation terms that override our standard policy
• Always review the terms and conditions associated with any promotional rate before booking
• Package deals (room + dining, room + spa, etc.) may have different cancellation terms
• Loyalty program redemptions may be subject to separate refund policies
• Seasonal promotions and holiday packages may have stricter cancellation deadlines

8. Force Majeure

In the event of unforeseen circumstances beyond our control (force majeure), including but not limited to natural disasters, pandemics, government actions, war, civil unrest, or strikes, Vantage Grandey reserves the right to:

• Cancel reservations without penalty
• Offer alternative accommodations or dates
• Provide refunds or credits for future stays
• Extend booking validity periods

We will make every effort to communicate with affected guests promptly and work toward a fair resolution in compliance with German and EU consumer protection regulations.

9. Third-Party Bookings

• Reservations made through third-party booking sites (e.g., online travel agencies) are subject to the cancellation policy of that third party
• We recommend contacting the third-party booking site directly for any modifications or cancellations
• Vantage Grandey cannot modify or cancel reservations made through third parties
• For the best rates and most flexible terms, we encourage direct booking through our website
• Third-party bookings may not be eligible for our loyalty program benefits

10. Casino and Gaming Credits

• Casino credits or promotional gaming vouchers included with bookings are non-refundable and hold no cash value
• Unused gaming credits expire upon check-out
• Gaming credits cannot be transferred, exchanged, or redeemed for cash
• All gaming activities are subject to German gambling regulations
• Winnings from promotional credits are subject to applicable gaming terms and conditions

11. Consumer Rights (German and EU Law)

Under German consumer protection laws (BGB - Bürgerliches Gesetzbuch) and EU regulations, you have certain rights:

• Right to clear and transparent pricing information
• Right to receive confirmation of your booking in writing
• Right to fair contract terms
• Protection against unfair commercial practices

Important Note: The 14-day right of withdrawal (Widerrufsrecht) generally does NOT apply to accommodation bookings and leisure services provided on a specific date, as per § 312g BGB.

12. Disputes and Resolution

If you are dissatisfied with our service or have a dispute regarding a refund, please contact us immediately. We are committed to resolving issues promptly and fairly in accordance with German consumer protection standards. Our guest services team will:

• Review your case within 48 hours
• Communicate with you throughout the resolution process
• Work toward a mutually satisfactory solution
• Provide written documentation of the resolution

If a resolution cannot be reached, you may contact:

• Allgemeine Verbraucherschlichtungsstelle (General Consumer Arbitration Board)
  Zentrum für Schlichtung e.V.
  Straßburger Straße 8
  77694 Kehl, Germany
  Website: www.verbraucher-schlichter.de

Disputes will be handled in accordance with the terms outlined in our Terms & Conditions and German law.

13. VAT and Tax Information

• All prices include German VAT (Mehrwertsteuer) at the applicable rate
• VAT invoices will be provided upon request
• Business travelers may request detailed invoices for expense reporting
• City tourist taxes (Kurtaxe/Bettensteuer) may apply and are typically collected at check-in