General Terms and Conditions

Article 1: Scope of Application
1.1 These general terms and conditions apply exclusively to all agreements related to accommodation and associated facilities provided by Rode Kruishotel VZW, located at Polderwind 4, 8377 Zuienkerke, registered in the Belgian Crossroads Bank for Enterprises (KBO) under the number 0844.641.653, with the email address info@domeinpolderwind.be and phone number 050 23 07 50 (hereinafter referred to as “Hotel Domein Polderwind”).
1.2 Deviations from these general terms and conditions are only possible with mutual written agreement.

Article 2: Reservations
2.1 A reservation can only be made if the customer guarantees the booking in advance with their credit card or by paying for the first night.
2.2 A reservation is only binding for Hotel Domein Polderwind once the hotel has confirmed it in writing to the customer.
2.3 Children up to 10 years old can stay in the parents’ room. Children under 3 years old stay for free in the parents’ room. For children between 3 and 10 years, an additional charge will apply. From 11 years onwards, children can no longer stay in the parents’ room and an additional room must be booked.

Article 3: Cancellation
Cancellation by the Customer / Limited Right of Withdrawal
3.1 Except in the case of force majeure, the following cancellation terms apply for individual reservations (limited right of withdrawal):

  • If cancelled up to 4 days before arrival, the customer will receive a refund of the paid amount. If the customer provided a credit card as a guarantee, the amount due will be credited.
  • If cancelled between 2 and 4 days before arrival, the customer will owe 50% of the total reservation amount.
  • If cancelled within 2 days or in case of no-show on the day of arrival, the customer will owe 100% of the total reservation amount.
    3.1.2 To cancel a booking, the customer must notify Hotel Domein Polderwind through an unequivocal written statement sent by registered mail or via email at info@domeinpolderwind.be.
  • In the event of force majeure, the customer will not be required to pay any compensation. Force majeure includes the following situations:
    • The customer or one of their traveling companions has become seriously ill or cannot travel (with a doctor’s certificate as proof).
    • Due to government measures, the stay cannot or may not take place.
    • COVID-19 and related current or future government measures are considered a force majeure situation.
      3.1.4 The customer must immediately notify Hotel Domein Polderwind via registered mail or email at info@domeinpolderwind.be if a force majeure situation arises that prevents the planned booking from taking place.

Cancellation by Hotel Domein Polderwind
3.2 Except in the case of force majeure, if Hotel Domein Polderwind is forced to cancel the booking, the customer will be entitled to a compensation payment in accordance with the amounts and terms specified in this article. Force majeure includes situations such as fire, strikes by suppliers, extreme weather conditions, power outages, terrorism, events, or government measures that make it reasonably impossible for Hotel Domein Polderwind to remain open. COVID-19 and related current or future government measures are also considered force majeure situations.

Article 4: Obligations of Hotel Domein Polderwind and the Customer
4.1 Hotel Domein Polderwind is obliged to provide accommodation of the usual quality during the agreed period. The hotel is also required to offer the usual catering services and provide the usual facilities.
4.2 The accommodation will be available to the guest from 3:00 PM on the day of arrival until 10:00 AM on the day of departure.
4.3 The obligations mentioned in Articles 4.1 and 4.2 do not apply:

  1. In the case of force majeure on the part of Hotel Domein Polderwind;
  2. If the customer does not arrive or arrives after 8:00 PM on the first reserved day, unless the customer has notified the hotel in writing of their later arrival time via email at info@domeinpolderwind.be;
  3. If the customer fails to pay the amounts specified in Article 2.1 on time;
  4. If the customer fails to meet any other obligations towards Hotel Domein Polderwind.
    4.4 Hotel Domein Polderwind is entitled to cancel the agreement without paying any compensation if there are sufficient indications that the event, stay, or reservation held by the customer has a character different from what was expected based on the customer’s announcement or based on the nature of the customer or guests, such that Hotel Domein Polderwind would not have entered into the agreement if it had known the true nature of the event.
    4.5 Hotel Domein Polderwind is not obliged to accept or keep the customer’s goods in storage.
    4.6 Dogs and guide dogs are only allowed in rooms designated by Hotel Domein Polderwind and only if the hotel is informed about this at the time of booking.
    4.7 Hotel Domein Polderwind provides the hotel’s house rules and those of the domain through information brochures and signage for the customer to read. The customer is required to comply with these house rules.
    4.8 Hotel Domein Polderwind has the right to immediately terminate the provision of catering services to the customer without notice or compensation if the customer repeatedly violates the house rules or behaves in such a way that the peace and order of the hotel or domain are disturbed. The customer must leave the hotel and domain upon request.
    4.9 Hotel Domein Polderwind has the right to provide the customer with different accommodation than originally agreed, for example, in the case of overbooking or if the reserved room is unavailable for any reason, unless such a request is clearly unreasonable and unduly burdensome for the customer. In such cases, the customer has the right to immediately terminate the agreement.
    4.10 The invoice for on-site costs (meals, drinks, additional services, etc.) must be paid in cash upon check-out. In case of non-payment or late payment, the customer will automatically owe default interest of 8% from the check-out date, as well as a fee of 10% of the principal amount to cover the extra-judicial collection costs caused by late or non-payment.
    4.11 Damage / Smoking
    We care about our hotel and want to keep it in excellent condition. If we notice damage to the room where you stayed, or if items were stolen from the room, costs may be charged.
    The entire hotel is non-smoking. Smokers are welcome to use the smoking chalet on the premises. Smoking in the room is strictly prohibited. If we find that you have smoked in the room, a cleaning fee of €150 will be charged for the deep cleaning of the room and for the inability to rent it out for 48 hours.
    4.12 Theft
    Hotel Domein Polderwind is not responsible for theft or damage to your personal items by other hotel guests or third parties during your stay. Each room has a free safe where you can store your valuables during your stay.
    4.13 Lost Items
    If you have lost or forgotten something in the hotel, please let us know! We keep all lost items safe for a period of 6 months after discovery, unless they are perishable goods.

Article 5: Liability
The customer and Hotel Domein Polderwind exclude any non-contractual liability related to the formation, execution, and termination of this agreement, in relation to any other party and the direct or indirect assistants of such other party and its affiliated persons, to the fullest extent permitted by law, including gross negligence.

Article 6: Applicable Law and Competent Courts
6.1 Belgian law applies to all agreements.
6.2 Disputes are exclusively subject to the competent courts of Brugge, Belgium, without prejudice to the rights the customer may have as an EU consumer to bring the case before the court in the country of their domicile within the EU under mandatory laws.