Hotel’s Policy

Hotel’s Policy

  1. DEFINITIONS  

Acro Wellness Suites : is the hotel company and the hotel establishment, where you will be provided with accommodation services and other related facilities according to the Agreement.

Customer: is the person who orders services from ACRO WELLNESS SUITES and who signs the Registration Form, when arriving at the Hotel.

Guests: is the Customer and the other persons who will stay in the ordered by the Customer room or rooms of our Hotel.

Agreement: is the agreement between the Hotel on one hand and the Customer and the Guests on the other for the provision of accommodation and all other related services and facilities provided during your stay in the Hotel, excluding third party services. The Agreement includes these General Terms and Conditions, the Registration Form with its Special Terms and the Privacy Statement as well as the Privacy Policy.

Third Parties: are independent companies and contractors that are allowed by Omicron Hotels to provide independently services, called Third Party Services, to our Guests.

Third Party Services: are services provided by Third Parties, such as indicatively excursions, tours, vehicle leasing, taxi or transportation services, sports, ski and other water sports as well as any other services billed directly by the Third Party or indirectly by the Hotel and provided by an independent company or person, who is not an employee of the Hotel.

Booking Agents: are tour operators, travel agents as well as any third party that, either directly or through an internet platform or any other type of internet means, telephone or other, arranges for a booking in Omicron Hotels, so as for you to be able to receive accommodation services by us.

Booking Confirmation: is the acceptance by the Hotel of the Customer’s booking request, which includes pricing, rates, arrival and departure dates, number of guests, number of rooms and all other facilities provided to the Customer and the Guests that will accompany him or her.

Registration Form: the document which is filled in and singed by the Customer at check in. We provide also the option to our guests to make the check-in registration process online. In the interests of security, kindly note that our guests are required to sign the registration during the check in at the front desk.

  1. SERVICES

ACRO WELLNESS SUITES provides services as articulated in our official website and these General Terms and Conditions, such as accommodation services. During their stay our Guests are able to use a variety of facilities and services, either ours or provided by Third Parties, as well as our food and beverages services, which are all articulated in our website and the Booking Confirmation. Except as expressly mentioned in our official website, the Agreement and the Booking Confirmation, no other services or facilities are provided by the Hotel to the Customers and Guests.

  1. BOOKING 

3.1. Anyone can make a booking, either directly with ACRO WELLNESS SUITES, through our website,  or any other procedure adopted by ACRO WELLNESS SUITES for this reason or through Booking Agents. In case that the Customer makes a booking through a Booking Agent, ACRO WELLNESS SUITES shall not be responsible or liable for services that such Booking Agent promised, if such services are not included in the official web site of ACRO WELLNESS SUITES or for terms and rates that such Booking Agent did not have the authorization to provide to you.

3.2. In order to make a booking in ACRO WELLNESS SUITES you need to be over 18 years old of age.

3.3. Customer is responsible to provide his personal data, as requested during the booking process, which shall be true and accurate and as imprinted in the Customer’s identification card or passport. In addition, Customer is obliged to keep his contact details updated, as necessary, in order to be able to provide our services and execute this Agreement. The Hotel will not have any liability to make notifications to the Customer relating to this Agreement, if the Customer’s contact details are false, misleading or outdated and the Customer is not possible to be reached, in which case it is hereby agreed by the Customer that he or she waives his or her right for notifications.

3.4. It is not possible to book a specific room in any hotel, except if this is explicitly stipulated in the Booking Confirmation. The Customer is able to book a specific type of room from a list of types of rooms found in ACRO WELLNESS SUITES’s official website.

3.5. ACRO WELLNESS SUITES has a policy of maximum number of rooms that can be booked by any Customer. In this context our Customers can only book up to five (5) rooms for a specific period of time. In order to be able to book more rooms, you need to contact directly with Omicron Hotels and make a special arrangement.

3.6. Your booking request is reviewed and if approved, ACRO WELLNESS SUITES will send you a Booking Confirmation. In case you make a booking through a Booking Agent you will receive a booking voucher. A valid booking voucher that is within the agreement that ACRO WELLNESS SUITES has with such Booking Agent, shall be considered as an equal to a Booking Confirmation. ACRO WELLNESS SUITES will not be obligated to provide accommodation services to you, if you have not received a Booking Confirmation.

  1. PAYMENT TERMS & CANCELLATION POLICY 

4.1. You may pay for your stay in ACRO WELLNESS SUITES with all available methods, such as cash, credit card, e-banking, money transfer or any other method to be accepted by us in the future. Out payment policy is the following:

To proceed to confirmation a 30% payment is required, and the rest 70% upon check-in. In case of delayed payment, the hotel reserves the right to cancel all future arrivals and charge cancellation fees whenever applicable. Any legal or commercial issues arising from delayed payments by the operator are full responsibility of the operator that delayed the payment!

Our payment policy is presented in our website and will, also, be provided during the booking procedure relating to your specific order submitted through our web tools and platform or Booking Agents or their platforms. A specific payment policy may be provided in the Customer’s Booking Confirmation.

4.2. In case you pay through a credit card the Hotel has the right to request at your arrival that you show your credit card in the front desk. If you deny showing your credit card or if the name written in the credit card is not the same as the Customer’s, then the Hotel can immediately cancel the Booking Confirmation and refuse to provide to you and your Guests accommodation services. In such case, you may pay cash and the Hotel will not cancel your Booking Confirmation. In case the name in the credit card is different than the Customer’s and the credit card owner is present and willing to become the Customer, then the Hotel will provide accommodation services as long as the credit card owner signs the Registration Form. The following credit cards are accepted: American Express, Diners, Visa, Master Card. Personal checks or travel checks are not accepted.

4.3. Our cancelation policy is the following:

For reservations cancelled up to 14 days prior to arrival there are no cancellation fees.

For reservations cancelled 13 -2 days prior to arrival, the cancellation fee amounts to 30% of the total stay.

For reservations cancelled 1 day prior to arrival, the cancellation fee amounts to 100% of the total stay.

In case of No-show or departure prior to the arranged date, the cancellation fee amounts is equal of the total stay.

Kindly note that the amount agreed is neither refundable, non-transferable to other credits.

Our cancelation policy is, also, provided in our website, as well as during the booking process, relating to your specific order, either through our booking tools and platform or through the platforms of Booking Agents. The specific cancellation policy for your approved products and services is included in the Customer’s Booking Confirmation.

4.4. In case you want to change your booking or your arrival and departure dates (check in & check out), you must send your request to the Hotel. The Hotel is not obliged to accept such request and this will depend on the Hotel’s availability, the dates you initially booked and other factors. In addition, this may entail extra charges, which will be communicated to you. In case the Hotel accepts your request and you approve any additional charges that may apply, you will receive an updated Booking Confirmation. Only an updated Booking Confirmation shall be considered as valid approval of a change of booking or a change in arrival and departure dates on behalf of the Hotel.

4.5. The Customer is obliged to pay the Climate Resilience Tax that is imposed by the Greek Government. The Climate Resilience Tax will be payable by guests when checking in and is based on the official rating of the accommodation, as follows:

For the period from 1st of March till 31st of October

  • 5 Star Hotels: 10.00€ per room per night
  • 4 Star Hotels: 7.00€ per room per night
  • 3 Star Hotels: 3.00€ per room per night
  • 1-2 Star Hotels: 1.50€ per room per night

For the period from 1st of November till 28th of February

  • 5 Star Hotels: 4.00€ per room per night
  • 4 Star Hotels: 3.00€ per room per night
  • 3 Star Hotels: 1.50€ per room per night
  • 1-2 Star Hotels: 0.50€ per room per night

Payment can be made by cash or credit card.

4.6. Any other charges for additional services provided during the Guest’s stay will be either paid immediately or debited to each room’s account. The Customer shall settle in full the accounts of all rooms booked by him before departure. The Hotel shall provide the Customer with the relevant invoice that will indicate the respective charges in detail.

  1. Mini Bar Terms and Conditions

Guests are encouraged to partake of the mini bar offerings with responsibility throughout their accommodation period.

5.1. Charges: Items consumed from the mini bar will be billed to the guest’s room account according to the prices listed.

5.2. Refilling: The contents of the mini bar will be replenished daily by the room service department.  However, should you need an additional refill , please contact the room service department.

5.3. Billing: Charges incurred from the mini bar will be finalized and settled upon the guest’s departure.

5.4. Responsibility: Guests assume full responsibility for any damage to or loss of mini bar items during their stay.

5.5. Special Requests: Should guests request specific items to be included in the mini bar, such requests will be honored based on availability and may incur additional charges.

5.6. Refusal of Service: The hotel reserves the unequivocal right to deny service to any guest found in violation of hotel policies.

5.7. Allergies and Dietary Restrictions: Guests with allergies or specific dietary restrictions are advised to verify the suitability of mini bar items prior to consumption.

5.8. Inspection Protocol: To maintain the integrity of inventory records, the hotel reserves the right to perform periodic audits of the mini bar contents.

5.9. Disputes: Guests are urged to promptly report any discrepancies or disputes regarding mini bar billing to the reception.

  1. YOUR STAY IN ACRO WELLNESS SUITES 

6.1. Check in & check out hours are mentioned in our website, and the Booking Confirmation. In case, there is no relevant mention in such documents, then Customers and Guests can check in at or after 14:00 and shall check out by 12:00.

6.2. The Hotel is not obliged to provide accommodation to the Customer and the Guests before 14:00 (early check in). The Customer may agree with the Hotel otherwise, in which case an additional charge may apply. If the Customer accepts such charge, then the Hotel will send an amended Booking Confirmation. Any derogation from the aforementioned check in & check out hours can only be binding upon the Hotel a) if it is stipulated in the Booking Confirmation or b) if such change is requested during the Guests stay, only when the Hotel manager has provided his approval and the Customer has paid the relevant additional charge.

6.3. In case the Customer and his or her Guests do not depart from the room or rooms booked by 12:00 at the date of departure (late check out), the Hotel will have the right to impose an extra charge, depending on the period and the time the Customer and his or her Guests actually departed from the room or rooms.

  1. LOST ITEMS, VALUABLES & PROPERTY 

In case you lose any items, valuables or property during your stay in our Hotel, you should immediately inform the front desk of the Hotel. For our Guests convenience we keep all lost items, valuables or property found for a period of one (1) month, after the date our personnel found them. In case we find any items and valuables, we have no obligation to contact our Guests, in order to inform them accordingly. If we are not notified by our Guests that they have lost specific items, valuables or property within one (1) month from their departure (check out date), our Hotel will not have any obligation to return them, since it is our policy to dispose any such lost items, valuables and property that are found in our Hotel after one (1) month. In case of any return of lost items, valuables and property to you, the postage or courier costs will be borne by you.

  1. STOLEN ITEMS, VALUABLES & PROPERTY

The hotel is not responsible for any valuable objects, jewels or money left unattended in all hotel areas. All rooms are equipped with safe boxes available free of charge. You are kindly requested to keep your valuables in the safe box.

  1. DAMAGES TO HOTEL PROPERTY

Our Guests are responsible for any damage caused to the Hotel room or any furniture and equipment therein as well as the hotel establishment due to any act or omission attributable to them or their invitees. In such case, the Customer shall be jointly liable with his or her Guests and invitees. If such damage is detected after the Guests have departed, our Hotel reserves the right to make a charge to the Customer’s credit or debit card, in which case, our Hotel reserves the right to charge the Customer with the cost of replacing any items that were damaged or removed without consent from the Hotel by the Customer, his or her Guests or invitees. The charge will be the full replacement amount of the missing or damaged item, furniture or equipment.

  1. PET POLICY

Only small dogs up to 5kgr are allowed in the hotel premises. No more than 2 pets may occupy a guestroom. The dog must be well mannered and appropriately restrained by the guest at all times. Pets may be left unattended in the room only for a short period. Your account will be charged for the repair or replacement cost of any damage caused by your pet. Guests must contact the reception to arrange a convenient time for the housekeeping to clean the room. For the safety and comfort of the dog, Housekeeping will enter the room only with the presence of the guest or if the dog is not in the room.  Guests are responsible for cleaning up after their pets on hotel property and properly disposing of the waste in the outside dumpster. For safety and health reasons, we kindly ask that you don’t feed any stray animals that approach the hotel.

  1. HOTEL OBLIGATIONS 

11.1. The Hotel is responsible to provide the accommodation services to its Guests as provided for in its website and the Booking Confirmation, diligently and professionally, showing the appropriate responsibility expected from any quality hotel around the world. The Hotel has in place a strict and high quality health & security policy, particularly with regard to its food and beverages provided in the Hotel. ACRO WELLNESS SUITES comply with all mandatory provisions of health and safety regulations and legislation in Greece. In addition, we adopt all appropriate standards and acquire certifications for health and safety, so as for our Guests to feel at all times secure and comfortable in our hotels and enjoy high standards of services.

11.2. ACRO WELLNESS SUITES collaborate with external hospitals and doctor services. In case of injury, illness or any need for medical care or assistance, our Guests shall immediately inform the front desk of the Hotel, in order to request assistance by our external collaborators. The Hotel is not responsible for external hospital’s and doctor’s services or charges, which latter shall be paid by our Guests directly to them and are not included in our charges.

  1. GUESTS OBLIGATIONS 

12.1. Guests shall behave properly, be decent and use good manners during their stay in ACRO WELLNESS SUITES. In order to respect the right of all guests of ACRO WELLNESS SUITES to be able to make proper use of all facilities of the hotels, our Guests are required to follow dress codes when using certain facilities of the Hotel, such as restaurants, in which case the Hotel’s employees may deny access to Guests that do not comply with such codes. Guests shall not behave inappropriately, make noises that annoy other guests or do any harm or inflict any injury to or insult third parties, indicatively Hotel employees or other guests of the Hotel. The Hotel may deny access to its facilities, rooms or establishment to Guests that do not comply with the aforementioned rules as well as appropriate hygiene standards or have consumed much alcohol that leads to inappropriate behavior. In case of death, injury or other damage thereof attributable to specific Guests, the Hotel may provide their data details to the police, in order to initiate relevant prosecution procedures and they will be responsible to indemnify and hold our Hotel harmless from and against any claims, actions or damages claimed by any third party or employee due to their actions.

12.2. Smoking is strictly prohibited in the Hotel, including all rooms, public areas, elevators, corridors, lounge, lobby, breakfast and restaurant areas. When in open spaces outside the Hotel or in balconies, Guests are advised to avoid smoking near other guests, in a manner that would disturb their stay and enjoying our facilities and services.

12.3. ACRO WELLNESS SUITES provides parking for the Guests’ vehicles. It is agreed and accepted upon that the Hotel will not be responsible for the safety of the Guests’ vehicles and that the Guest shall have in place relevant insurance, in order to cover damages to the vehicle, its destruction or theft.

12.4. Guests are not allowed to bring their own food and beverages in the Hotel. In case of illness, poisoning, salmonella or other disease caused by the use of food and beverages you brought in the Hotel, you are responsible to immediately inform the front desk of the Hotel and keep the Hotel harmless from and against any claim by any third party for damages caused due to such diseases being transmitted to any other guests or employees of the Hotel.

12.5. You are not allowed to sublet the room provided to you by our Hotel nor can you provide accommodation in such room to any third party. At your arrival you are obliged to declare the exact number of guests that will be staying in the rooms that you have booked. No additional guests are allowed, except if this has been approved by the manager of the Hotel, in which case an additional charge may be applicable.

12.6. In case the Hotel provides wi-fi services, you are obliged to comply with the wi-fi appropriate usage policy, provided to you electronically during their activation. Indicatively, you may not use such services for unlawful or fraudulent acts, for defamation, insults to third parties, infringement of intellectual property rights or proceed in any other act that will lead to denial of service. In addition, Guests are obliged to respect privacy and comply with all applicable legislation, regulations and guidelines for the protection of personal data during the use of such wi-fi services. The Hotel may temporarily or permanently suspend the provision of wi-fi services to Guests that do not comply with their legal obligations or the Hotel’s wi-fi appropriate usage policy, without any further notification. In this case, the Guest shall refer to the front desk of the Hotel and the wi-fi services can be restored with the prior approval of the manager of the Hotel. The Hotel may, also, temporarily suspend the provision of wi-fi services for maintenance, support of its systems or or updates & upgrades & upgrades thereof, in which case the Hotel can not be held liable against its Guests for the unavailability of wi-fi services for any reason whatsoever, since you understand and acknowledge that this constitutes a legal and valid reason for the unavailability of wi-fi services for a limited duration.

12.7. In case you have a complaint, you are encouraged to bring this to the attention of the manager of the Hotel or the front desk during your stay there. Otherwise, it is possible that the Hotel may not be able to examine your complaint, if it is submitted after your departure. In any event, the Hotel is not obliged to review or answer to any complaint that is submitted more than six (6) months after the Guest has checked out, in which case you waive your rights to submit such complaint to any competed administrative authority or Court.

12.8. We have required pre-authorized of credit cards/debit cards at check-in. A pre-authorization is a temporary hold of a specific amount of your available credit limit balance placed on your credit/debit card for the full amount of your intended stay, plus tax. All credit/debit cards are pre-authorized at check-in. Pre-authorization is not a charge to your account, it is a hold on those funds. Once your actual charge is posted at check-out it can take anywhere from 24 hours to 30 days for the original pre-authorization to be removed by your bank. Generally, most banks release the hold within 3-5 days. It is your responsibility to be aware of how your bank handles all of your transactions, including pre-authorizations. We are unable to remove pre-authorizations directly through our hotel.

12.9. We strive to provide our guests with the best possible experience during their stay at our hotel. To ensure our clients’ comfort at the swimming pools, we kindly inform you that our guests are not allowed to reserve sunbeds at the pools by putting personal belongings on them while absent.

  1. CANCELATION BY THE HOTEL

The Hotel may cancel any Booking Confirmation or any booking whatsoever at any time and at no cost or reimbursement owed to the Customer or its Guests. Indicatively, the Hotel may cancel any booking in case:

13.1. The Customer has provided false or misleading information regarding his or her personal identification data and contact details;

13.2. The Customer or his or her Guests infringe any provision of this Agreement, which are all considered material;

13.3. The Hotel has reasonable grounds to assume that the use of accommodation services may endanger the hotel operation, the security or the image of the hotel in public without being attributed to the territory and/or organization of the hotel.

In all aforementioned cases the Hotel has the right to keep the deposit paid by the Customer as reimbursement.

  1. RELATION WITH BOOKING AGENTS

ACRO WELLNESS SUITES collaborates with Booking Agents, in order to promote its accommodation services and increase the number of its hotel bookings. Nevertheless, ACRO WELLNESS SUITES is independent contractor and has no authority or control over them. In this context, we conclude agreements with such Booking Agents but we cannot be bound by promises made by them that go beyond what is provided in our website or deviate significantly from our capabilities and rates. In this context, if such third parties promised products or services not provided in our official website or rates that have not been included in our agreements, then we may not be held liable for such misrepresentations or false promises made by Booking Agents.

  1. THIRD PARTY SERVICES

ACRO WELLNESS SUITES allows Third Parties to provide services to our Guests, such as indicatively activities, sports, ski or other water sports, excursions, tours, transportation and any other related services. Such Third Party Services are charged extra by these Third Parties, either directly or in certain cases they are charged by the Hotel on behalf of those Third Parties or through our internet platforms. ACRO WELLNESS SUITES has no control over such Third Parties, which are independent companies nor can we impose them specific policies and obligations. However, we encourage them to have in place valid insurance policies and adopt appropriate safety policies. Our Guests may use such Third Party Services on their own free will, choice and responsibility. ACRO WELLNESS SUITES shall not be held liable for any damage, injury or accident any Guest may incur by using such Third Party Services.

  1. PRIVACY AND PERSONAL DATA

We collect, use, share, store and process your personal data for many reasons, such as in accordance to Greek Law and Police directives, in order to be able to provide you accommodation and other services and collect charges. With your consent we may, also, collect, use, share, store and process your personal data pertaining to your preferences, choices, conduct, comments and recommendations, in order to provide you with improved and personalized services, as well as provide you with newsletters, marketing and other promotional material, featured specials, send relevant messages or carry out satisfaction & customer surveys.

  1. FORCE MAJEURE

17.1. A “Force Majeure Event” means war or terrorist activity (including cyber-attack), riots, civil commotion, nuclear accident or act of God (including flood, storms, tempest, earthquakes or lightning), strikes, action taken by government, fire or serious explosion, malicious damage, diseases, a pandemic or any other situation out of the control of ACRO WELLNESS SUITES.

17.2. If the performance of any accommodation or other service by the Hotel is prevented or its obligations cannot be performed by reason of any, or any combination, of the Force Majeure Events, the Hotel shall be entitled at its sole and exclusive choice to either cancel the Booking Confirmation and return the deposit to the Customer or provide the opportunity to the Customer to change the date of his or her booking at a later time, after the Hotel’s approval or transfer the booking to another hotel, provided, in both cases, that the Customer is notified within reasonable time of the occurrence and nature of the Force Majeure Event.

17.3. In addition, the Hotel may, at its sole and exclusive choice, either cancel the Booking Confirmation and return the deposit to the Customer or provide the opportunity to the Customer to change the date of his or her booking at a later time, after the Hotel’s approval or transfer the booking to another Omicron Hotel, in the following cases:

  • The whole or a significant part of the Hotel establishment, where the booked rooms are situated shall undergo urgent or mandatory maintenance; or
  • There is a failure to supply the Hotel with gas, electricity, water or electronic communications that is outside of the Hotel’s control; or
  • In order to prevent or limit a pandemic or the spread of any other decease or any other health and safety threat.

Last updated 01/01/24