Terms and Conditions

Check-in / Check-out

Check-out time: 12:00
Check-in time: starting from 16:00 

Late check-out:
Until 13:00 (if occupancy allows) – free of charge
Between 13:00 – 15:00 (if occupancy allows) – 25% of one night’s accommodation, without breakfast
Between 15:00 – 17:00 (if occupancy allows) – 50% of one night’s accommodation, without breakfast
After 17:00 (if occupancy allows) – 100% of one night’s accommodation, without breakfast 

Early check-in:
Between 08:00 – 11:00 – the cost of one night without breakfast
Between 11:00 – 14:30 – 50% of the cost of one night without breakfast
From 14:30 – free of charge, depending on availability 

All these requests will be confirmed/denied up to 24h before the check-in date, based on hotel availability. 

If arriving before the official check-in time, the guest will be accommodated depending on the availability of clean rooms and taking into account priorities.
Late check-out without a fee is allowed until 13:00 at the latest, with the approval of the Front Office Manager / Sales Manager / General Manager and with the notification of the Housekeeping Manager.
Guests will check in starting from the official check-in time by presenting an identity document for registration in the hotel management system and signing the arrival and departure form. Children under 14 years old, without an issued identity document, will be registered with name and date of birth.
Guests who check out by 12:00 may leave their luggage at the reception, in a dedicated area, until 16:00.
The parking space must be vacated by 13:00 at the latest; after this time, a fee of 100 RON/hour will be charged. 

Accommodation

Guests acknowledge and agree to the following rules: 

– not to damage the furnishings or objects belonging to the hotel; otherwise, they owe the hotel an amount equal to the value of the damaged item and the associated labor costs;
– not to take hotel property upon departure;
– to maintain quiet and not disturb other guests; the use of sound systems is prohibited inside the hotel;
– not to use towels or bed linen for: wiping hair, dyeing, makeup removal, cleaning shoes, suitcases, floors, etc. Towels are for personal hygiene use only. If towels or bed linen are found to be damaged due to improper use, they will be charged to the responsible guest. Otherwise, the hotel reserves the right to cancel the guest’s reservation and evict them without refund;
– not to enter other rooms or hotel staff-only areas without permission;
– not to leave children unsupervised in any hotel areas; any accident resulting from unsupervised children in the hotel, play area, or outdoor spaces is the responsibility of the designated supervisor;
– to report as soon as possible any malfunction of equipment, installations, or other technical/furniture issues;
– any accident resulting from improper use of hotel facilities or violation of safety norms is not our responsibility;
– it is prohibited to consume food or drinks purchased from outside the hotel in the rooms, restaurant, terrace, or outdoor spaces;
– it is forbidden to bring electrical appliances such as microwaves, hotplates, heaters, kettles, etc. into the hotel;
– it is strictly forbidden to bring firearms, bladed weapons, or tear gas into the hotel. According to Romanian law, the consumption or sale of hallucinogenic or psychotropic substances is prohibited and punishable by law;
– do not throw objects in the toilet that could damage the waste collection system;
– nudism or any form of exhibitionism is not allowed in the hotel or spa area;
– garbage and household waste must be disposed of in the bins placed around the hotel;
– issuing a copy of the room access card, in case of loss or damage, will be done at the hotel reception upon presentation of an identity document;
– Accommodation for children aged 0-5 is free of charge if they share the bed with their parents;
– For children aged 5-12, an extra charge for accommodation and breakfast applies: €25/night;
– Children over 12 years old are considered adults;
– for children under 2 years old, a baby cot may be provided, subject to availability. Please inform us when making the reservation if you require a cot so we can honor your request based on availability;
– parents, guardians, or companions are responsible for minors’ actions and must ensure they behave properly and do not disturb other hotel guests;
– running or practicing any sport in the lobby or hallways is not allowed;
ACCESS WITH SKI BOOTS, POLES, SKIS, SNOWBOARD BOOTS, AND BOARDS INTO THE HOTEL IS PROHIBITED.
Storing bicycles in areas other than designated spaces (bike racks) is forbidden. 

Dress Code
We do not impose a strict dress code, but we recommend decency and respect toward both other guests and staff.
Persons wearing robes, swimsuits, tank tops, shorts, or slippers will not be accepted in the restaurant or bar/lobby bar.
Guests moving from rooms to the SPA area should use robes and slippers provided in the rooms or wear appropriate clothing. Wearing swimsuits or revealing clothing in common areas is not allowed. 

Payment Methods
For service payments, credit cards (Visa, Mastercard, Maestro), cash (RON, EURO), and vacation cards (PLUXEE, Edenred) are accepted. Payments in euro are accepted only from guests with foreign citizenship. 

Smoking
Traditional smoking and electronic cigarettes are not allowed inside the hotel in accordance with applicable legislation (Law 349/2002, as amended by Law 15/2016).
The hotel only offers non-smoking rooms. Failure to comply with this regulation will result in a fee of €100/night (value in RON will be calculated at the BNR exchange rate on the payment day), representing the room cleaning services. 

Pets
Pets are not allowed inside the hotel/restaurant – unless covered by a pet-friendly policy.
Guests must inform the hotel about the presence of a pet at the time of booking.
A special form will be filled in with details about the pet (species, weight, behavior) – Annex 1 – Pet accommodation form.
Check-in: Upon arrival, the guest will sign a liability declaration regarding the pet’s behavior – Annex 2 – Pet liability declaration. 

The pet must be microchipped and have a health booklet with up-to-date vaccinations.
Pets must not be left unsupervised in the room for extended periods.
Pets must be leashed or in a carrier in common areas.
Pets are not allowed in the restaurant, spa center, or hotel pool.
Owners are responsible for cleaning up any accidents caused by the pet.
Housekeeping staff will only enter the room when the pet is absent or under the guest’s supervision. 

Check-out and Inspection:
At check-out, a hotel representative will inspect the room together with the guest.
If no damages are found, the security deposit will be released at check-out.
The hotel reserves the right to refuse accommodation to pets that display aggressive or disruptive behavior. 

Flat fee regardless of the pet’s size/weight: €45/hotel day (VAT included) per pet.
The fee includes: pet access to the reception area, restaurant terrace, and guest’s room, a pet bed/mattress, water/food bowl.
Fee for a second pet in the same room/booking: €50/hotel day (VAT included).
At the end of the stay, the room will be inspected together with the guest. 

Special cleaning and sanitation fee: A one-time fee of 500 RON will be charged if, during the room inspection, excessive dirt is found.
Security deposit for damages: At check-in, a sum of 1000 RON will be pre-authorized on the guest’s credit card, refundable at check-out, in the guest’s presence, if no damages are found in the room. 

Car Transfer

Swissotel offers paid car transfer services. 

Breakfast, Lunch, and Dinner

Breakfast for accommodated guests is served in the hotel restaurant between 07:30–10:30.
The restaurant opens for A la Carte service starting at 12:00.
Last order at 22:00.
The hotel reserves the right to modify these operating hours with prior notice at check-in. 

Room Service

Room service is available on request, based on the special room service menu, 24/7.
For breakfast requested via room service, an additional fee of 25 RON applies. 

Parking and Vehicles

The hotel’s parking is private.
Parking fee for accommodated guests: 85 RON/night.
Parking fee for restaurant guests: 14 RON/hour.
For those not using any hotel services: 100 RON/hour.
The hotel reserves the right to modify these rates.
Vehicles with LPG systems or height above 2.10m are not allowed in the underground parking.
Idling engines are not permitted.
The hotel is not responsible for damage, theft, or loss of the vehicle.
The vehicle driver fully exempts the hotel from any liability. 

Personal Belongings Safety

Rooms are equipped with certified electronic access systems and safe opening systems.
We recommend using the in-room safes for storing valuables.
We are not responsible for items forgotten, lost, or allegedly stolen on hotel premises. 

Special Assistance

Our goal is to provide the best possible conditions for guests with disabilities.
Most areas of the hotel are accessible.
If you require special assistance of any kind, please notify us in advance so we can ensure a pleasant stay. 

Privacy of Information

We will never use your name or other information without obtaining your prior consent.
You may let us know if you wish to receive such information in the future. 

Processing of Personal Data

Our company complies with the provisions of EU Regulation no. 679/2016 (GDPR) and has specific procedures in place. 

Environmental Protection Policy

Environmental protection is a constant concern for us, which is why we promote responsible behavior in this regard.
Linen and towels are changed every two days or at the guest’s request. To request a change, please leave them on the floor or in the bathtub. 

Disputes and Complaints

We reserve the right to charge guests’ cards, regardless of their consent, in at least the following cases:
– leaving the hotel without paying for services used;
– causing damage or destruction;
– taking items that do not belong to them without paying for them at reception;
– canceling a reservation outside the free cancellation period. 

We are committed to resolving any complaints received from guests regarding services rendered at the hotel location efficiently and promptly.
Any controversy, dispute, or complaint that may arise from the application of these terms and conditions will be addressed amicably. 

Guest Selection

We reserve the right to refuse accommodation, restaurant service, or access to the premises to intoxicated, rude, or disruptive guests who harm the hotel’s image or disturb other guests.
Any damages caused to the hotel’s property will be charged to those responsible.
We reserve the right to evict from the hotel, restaurant, or fitness/sauna/massage area any guests exhibiting inappropriate behavior. 

In light of the above, we reserve the right to select our guests.
We do not tolerate: uncivilized or aggressive behavior, obscene physical or verbal expressions, inappropriate tone, insults, physical or sexual harassment, or any form of abuse toward any person on hotel premises. 

Hotel management may terminate services to guests who do not comply with the Hotel Regulations. 

Alcoholic Beverages

Bringing and consuming alcoholic beverages from outside the hotel is prohibited in the restaurant.
The restaurant reserves the right to stop serving intoxicated guests or those who have already consumed excessive amounts and become unruly. 

Offered Services

Accommodated guests benefit from a preferential offer of free and paid services. For paid services, you may request additional information at the hotel reception. 

Fire Safety

Guest safety is our top priority, and we have taken all necessary safety and protection measures in case of fire.
Rooms and common areas are equipped with smoke detectors, evacuation plans, evacuation routes marked with illuminated signs powered continuously and with backup energy sources.
High-capacity hydrants and fire extinguishers are placed in the hotel hallways.
The fire alarm system is automatic and directly connected to the hotel’s control center.
Introducing flammable, explosive, or toxic substances into the hotel is prohibited.
Smoking in rooms is strictly prohibited. 

– In the event of a fire outbreak in the hotel, immediately evacuate the building following the instructions from the posted Evacuation Plan or the on-duty staff.
– If the fire is in your room, leave the room immediately, press the alarm button, and notify the reception using the in-room phone or the hallway phone with direct access to the reception.
– Do not return to retrieve personal belongings.
– Use only the evacuation stairs. Do not use the elevators—they may become inoperative.
– If the fire is not in your room, evacuate only if it can be done safely. When leaving your room, take the room key/card in case the evacuation route becomes blocked and you need to return.
– To check if fire is present in the corridor, touch the door with the back of your hand. If the door is cool, crouch low with your shoulder against the door and carefully open it. If the corridor is filled with smoke, proceed low to the ground or crawl, as the air is clearer near the floor.
– If the corridor or stairs are impassable due to smoke, stay in the room, keep the door closed, and seal gaps with duct tape, towels, or wet sheets.
– Call emergency services at 112 and report your location in the building. Signal your presence from the window if needed.
– In isolated tourist accommodations, guests should take warm clothing when evacuating in case of fire. 

Earthquake Safety

During a strong earthquake, the following safety measures should be taken:
– Remain calm, avoid panic, and reassure other family members (children, spouse, parents) or anxious guests.
– Avoid the instinct to leave the room; you may be caught in dangerous shaking in hallways, stairwells, or elevators. Do not use elevators.
– If you are indoors (room, hallway, restaurant), stay there—away from windows that may shatter. Remain near the center of the room/building, close to a wall. Seek protection under a beam, solid doorframe, desk, table, or sturdy bench to guard against falling lamps, loose objects, or decorative plaster.
– After the shaking stops, follow instructions from staff or rescuers to evacuate. Use verbal cues (e.g., shouting) or visual signals (e.g., waving a white cloth from the window) to indicate your presence for rescue. 

Final Clauses

We consider that any guest who accesses any service offered by Swissotel Poiana Brașov (accommodation, restaurant, SPA/Fitness Room) has had a real opportunity to be informed and thus has tacitly accepted the above terms and conditions. 

Changes to Terms and Conditions

Terms and conditions may be changed at any time by Swissotel Poiana Brașov without prior notice. 

Spa Regulations

Our spa is a place of peace and privacy. Please respect other guests by avoiding mobile phone use or keeping them on silent mode. The spa is a non-smoking area. Towels, slippers, and robes are provided for your comfort, and we recommend wearing them before arriving at the spa. Your therapist will inform you about the required attire during treatment, providing full draping for your privacy.

We recommend arriving at the Spa Reception at least 15 minutes before your appointment for a brief consultation and to familiarize yourself with the thermal facilities.
Delays will not extend the scheduled treatment duration. 

Access to the spa, wellness, and fitness areas is permitted only to individuals aged 16 and above. Children are allowed only during designated hours and must be accompanied by an adult.
Please inform us at the time of booking about any health issues, allergies, or injuries that may affect your treatment.
Our therapists will guide you in choosing the right treatment during pregnancy.
We are not responsible for lost or damaged personal belongings. We recommend keeping valuables in the in-room safe. Lockers are available upon request at the spa. 

Consumption of alcohol and smoking are strictly prohibited. Appropriate attire, including sports shoes, is required in the fitness room. 

Continue your spa experience at home with our skincare products available at the hotel reception. 

We do not tolerate inappropriate behavior, including vulgarity, intoxication, or disrespectful attitudes toward staff or other guests. Please respect the spa’s tranquil atmosphere.