Terms & conditions

General Terms and Conditions of Romex Stays B.V.

Article 1: Definitions

In these General Terms and Conditions, the following terms shall have the meanings set out below:

Arrival: the start date of the period for which the Agreement between the Operator and the Main Guest has been concluded.
Accommodation: all holiday accommodations of the Operator such as apartments, hotel rooms, bungalows and any other premises intended for recreational purposes.
General Terms and Conditions: these terms and conditions applicable to the mediation of Romex Stays B.V. in the conclusion of an Agreement between the Operator and the Main Guest for the provision of the Accommodation.
Cancellation: the written termination of the Agreement by the Main Guest prior to Arrival at the Accommodation.
Third Party: any person other than the Main Guest and/or their Co-Guest.
Guest: all persons falling under Main Guest and Co-Guest and who make use of the Accommodation and/or Facilities, as well as third parties present at the Accommodation.
Main Guest: the natural or legal person(s) making the Reservation with Romex Stays B.V. and entering into the Agreement with the Operator regarding the Accommodation.
Information: all written and/or online information provided regarding the use of the Accommodation and the Facilities as well as other (additional) rules concerning the stay in the Accommodation. The Information forms part of the Agreement and is applicable thereto.
Co-Guest: the person(s) listed by the Main Guest in the Reservation and/or forming part of the travel party.
Operator: the party with whom the Main Guest enters into the Agreement under the mediation of Romex Stays B.V. The Operator is listed in the Agreement and is the party providing the Accommodation to the Main Guest.
Agreement: the agreement concluded with the Operator for the provision of the Accommodation including the associated general terms and conditions, House Rules and Information.
House Rules: the house rules applied by the Operator for the Accommodation. The House Rules form part of the Agreement and apply thereto.
Travel Sum: the agreed fees for the Accommodation as stated in the Agreement.
Reservation: the reservation made by the Main Guest with the Operator under the mediation of Romex Stays B.V.
Romex Stays B.V.: the intermediary appointed by the Operator for the conclusion of the Agreement. Romex Stays B.V. is not a party to the Agreement.
Written: by letter or by email.
Facilities: all facilities within the Accommodation that can be used on the basis of the Agreement.
Security Deposit: the amount reserved at Arrival by the Operator and which may be charged as an advance for the use of services (such as minibar) and Facilities, as well as any damages, including (additional) cleaning work and the deployment of security staff, caused during the stay by or on behalf of the Guests. The Operator is entitled to set off any outstanding amounts against the Security Deposit.
Website: the website(s) of Romex Stays B.V. used for concluding the Agreement with the Operator.
W.E.-Hotelgesellschaft mbH: the Operator that operates and rents out the accommodations in Austria.

Article 2: Applicability of the General Terms and Conditions

These General Terms and Conditions apply to the offering and delivery of services by Romex Stays B.V.
The general terms and conditions, the House Rules and the Information of the Accommodation apply to the Agreement with the Operator.
These General Terms and Conditions and the general terms and conditions, House Rules and Information of the Accommodation can be consulted via the Website of Romex Stays B.V.

Article 3: Conclusion of the Agreement

Romex Stays assists the Main Guest in making the Reservation and mediates in the conclusion of the Agreement.
The Main Guest must be at least 18 years old and legally competent to enter into obligations.
The Agreement is concluded by the Reservation (the offer) of the Main Guest and the acceptance (Written confirmation) of the Reservation by Romex Stays B.V., whether by phone, at the reception of Romex Stays B.V. or via the Website.
Acceptance of the Reservation depends on the availability of the desired Accommodation or other circumstances that may prevent acceptance. Romex Stays B.V. is not obliged to state a reason for declining a Reservation.
The Reservation is irrevocable and cannot be withdrawn by the Main Guest.
Assistance and guide dogs must be reported when making the Reservation.
If the Main Guest makes a Reservation via the Website, the Agreement is concluded if:
(i) the Main Guest completes all required details for the Reservation;
(ii) the Main Guest agrees to the General Terms and Conditions;
(iii) the Main Guest agrees to the general terms and conditions, House Rules and Information of the Accommodation;
(iv) the Main Guest agrees to the privacy statement of W.E.-Hotelgesellschaft mbH;
(v) the Main Guest submits the Reservation via the “submit your reservation” button; and
(vi) the Operator has confirmed the Reservation in Writing.
If the Main Guest makes a Reservation at the reception of Romex Stays B.V. or by phone, the Agreement is concluded when the Main Guest has received an offer from Romex Stays B.V. and the steps mentioned in Article 4 (ii) to (vi) have been completed.
Upon conclusion of the Agreement, the Main Guest incurs a payment obligation.
Travel documents and any notifications shall be provided digitally by or via Romex Stays to the email address provided, and upon request sent to the home address specified by the Main Guest.
If the Main Guest has not received Written confirmation of the Reservation from the Accommodation within five days, they must contact Romex Stays B.V.
Any inaccuracies in the Reservation must be reported in Writing within 24 hours of the Reservation to Romex Estate B.V.
In offering and delivering services, Romex Stays B.V. acts solely on behalf of the Operator and is never a party to the Agreement.

Article 4: Cancellation or Amendment of the Agreement

Any cancellation must be made in writing to Romex Stays B.V.

In the event of cancellation the Lead Guest shall pay a cancellation fee to Romex Stays B.V. as follows:
a) cancellation up to and including 160 days prior to arrival: free of charge.
b) cancellation from 159 days up to and including 56 days prior to arrival: 30% of the Travel Price, excluding tourist tax.
c) cancellation from 55 days up to and including 30 days prior to arrival: 75% of the Travel Price, excluding tourist tax.
d) cancellation from 29 days up to and including 8 days prior to arrival: 90% of the Travel Price, excluding tourist tax.
e) cancellation from 7 days prior to arrival up to and including the day of arrival: 100% of the Travel Price, excluding tourist tax.
In the event of non-arrival at the Accommodation or early departure from the Accommodation at the guest’s own discretion, the full Travel Price shall remain due.
In the event of cancellation, any part of the Travel Price that is to be refunded to the Lead Guest shall be reimbursed accordingly.
Requests to amend the Agreement may only be submitted in writing, with the consent of the Entrepreneur, no later than 7 days prior to arrival. After this deadline, amendment requests will not be considered. Romex Stays B.V. is not obliged to provide reasons for refusing an amendment.
The Agreement shall only be deemed amended once Romex Stays B.V. has confirmed the amendment in writing to the Lead Guest and the revised travel documents have been sent to the Lead Guest.
Assistance dogs and guide dogs notified after the conclusion of the Agreement shall be considered a request to amend the Agreement.
Romex Stays B.V. shall not proceed with any refund until the Entrepreneur has approved the repayment. Refunds shall be made by Romex Stays B.V. to the bank account used at the time of booking. If the Lead Guest paid by credit card, a bank account number of the Lead Guest must be provided to Romex Stays B.V. in writing.
In the event of refusal or denial of access to the Accommodation, or early termination of the Agreement by the Entrepreneur, the full Travel Price including the security deposit shall be payable to the Entrepreneur. This is without prejudice to the Entrepreneur’s right to claim damages.

Article 5: Additional Cancellation Conditions in Case of Force Majeure or Unforeseen Circumstances

If the Operator is forced to close the Accommodation or Facilities due to extraordinary circumstances—including governmental measures (e.g., epidemics or pandemics), natural disasters, war situations, flooding, fire, negative travel advice, strikes and/or terrorism—the regular cancellation conditions of Article 4 shall not apply.
In such circumstances, Romex Stays B.V. shall notify the Main Guest in Writing/by phone/online that the stay cannot take place or that Facilities are unavailable. The Travel Sum already paid shall be converted into a voucher up to the full value of the Travel Sum, valid for two years after issuance. If the Main Guest does not wish to receive a voucher, the Travel Sum will be refunded to the account used for the Reservation. If payment was made by credit card, a bank account number must be provided in Writing. Romex Stays shall not owe any compensation.
The voucher may be used once for a Reservation in any of the Operator’s Accommodations via Romex Stays B.V.
If the Facilities are wholly or partially unavailable due to such extraordinary circumstances, but the Accommodation itself remains available, and the Main Guest chooses to proceed with the stay after the notification under Article 5(2), the Main Guest is not entitled to any refund.

Article 6: Content of the Agreement

The general terms and conditions, House Rules and Information of the Accommodation apply to the Agreement.
The Operator shall provide the Accommodation of the agreed type for recreational purposes only—thus not for permanent residence—to the Main Guest for the agreed period and Travel Sum.

Article 7: Duration and Expiry of the Agreement

The Agreement commences at Arrival and terminates automatically at the end of the agreed period, without requiring notice of termination.

Article 8: Travel Sum and Price Changes

The Travel Sum is based on the rates applicable at the time of booking, as determined by the Operator.
If, after determination of the Travel Sum, additional costs arise due to increased charges and/or levies directly related to the Accommodation and/or the Main Guest, these may be passed on, even after the Agreement has been concluded. The Main Guest will be informed in Writing and/or online. The Main Guest may cancel the Agreement within [●] days after being informed, by submitting a Written cancellation.
The Operator reserves the right to publish and apply promotions, campaigns and discounts at any time. Guests with Reservations made prior to such promotions are not entitled to those offers. Existing Reservations cannot be adjusted or credited based on later promotions.

Article 9: Payment

The Main Guest shall pay the Travel Sum and all other amounts due under the Agreement in euros—without suspension, deduction or set-off—within the deadlines stated in the Agreement, unless otherwise agreed in Writing.
After receiving the Written Reservation confirmation, the Main Guest must pay 30% of the Travel Sum to Romex Stays B.V. within eight days.
The remaining 70% must be paid eight weeks before Arrival.
For Reservations made within eight weeks before Arrival, the total Travel Sum must be paid immediately after receiving the Written confirmation.
If the (down) payment is not made within the agreed deadlines, Romex Stays B.V. will issue a notice of default granting a further seven days. If payment remains outstanding, Romex Stays B.V. may terminate the Agreement on behalf of the Operator with immediate effect. In that case, the Main Guest owes the full Travel Sum.
If Romex Stays B.V. has not received full payment on the day of Arrival, it may deny the Guests access to the Accommodation.
All reasonable extrajudicial collection costs after notice of default shall be borne by the Main Guest. Statutory interest will be charged on all outstanding amounts.

Article 10: Security Deposit

A Security Deposit may be required by the Operator. The amount and method of payment are specified in the Agreement and must be settled at Arrival via a credit card hold.
If the Accommodation is left in its original condition and without damage, and no additional costs remain outstanding, the Security Deposit will be refunded within seven days after departure. Credit card authorisations lapse automatically within thirty working days.
Any deductions due to damages or extra costs shall be reported to the Main Guest in Writing/online.

Article 11: Arrival, Check-In and Check-Out

Check-in is possible daily from 16:00.
Check-out must take place by 10:00 at the latest. Late check-out results in a charge of EUR 500.00 per half hour.
Check-in and check-out may only be carried out by persons aged 18 or older. Each travel party must include at least one adult. The person who made the booking is liable for all accompanying persons.
A valid identity document (no copy) must be shown at check-in.

Article 12: Use of the Accommodation

The Accommodation is made available in good condition. Any defects must be reported immediately.
The Main Guest must treat the Accommodation and its inventory with care and leave it in the same condition. All damage must be reported and settled at departure. The Operator may deduct damages from the Security Deposit or demand immediate settlement if insufficient.
If the Accommodation is not left clean in accordance with the House Rules, the Operator may charge the associated cleaning costs.
The Main Guest is liable for the acts of all Guests and Third Parties using the Accommodation. The Main Guest must ensure compliance with the Agreement, House Rules and Information. Breaches may lead to termination and compensation.
Occupancy is strictly limited to the number of persons (including babies) and guide dogs stated in the Reservation.
If occupancy is exceeded, the Operator may allocate an alternative Accommodation (if available) at additional cost. If none is available, excess persons may be denied access without refund.
Visitors may not be received or stay overnight without prior Written approval of the Operator. Conditions may apply.
Pets are not allowed, except assistance and guide dogs with a valid passport (no copy), which must meet all health and vaccination requirements of the country in which the Accommodation is located. Failure to comply may result in refusal.
Additional cleaning fees apply to assistance and guide dogs.
The Main Guest is liable for any damage caused by assistance and guide dogs.

Article 13: Early Termination by the Operator and Eviction Due to Breach or Unlawful Conduct

The Operator may terminate the Agreement with immediate effect:
1. if Guests fail to comply with the Agreement, Information, House Rules or government regulations despite Written and/or verbal warnings;
2. if Guests cause nuisance or disturb the peace/safety in or around the Accommodation despite warnings;
3. if Guests act contrary to the intended use of the Accommodation.
Upon termination, the Main Guest must ensure the Accommodation is vacated immediately, and in any event within four hours.

Article 14: Code of Conduct and Zero-Tolerance Policy

The Operator applies a zero-tolerance policy, meaning that in the event of violations of the Agreement, Information or House Rules, the Operator may—after Written or verbal warning—deny access or require Guests to leave immediately. In dangerous situations, warnings may be omitted.
No refund of the Travel Sum or Security Deposit will be made if access is denied or the Guests are required to leave. The Operator may recover all resulting damages from the Guests.

Article 15: Liability

Use of the Accommodation is at the Guests’ own risk.
The Operator and/or Romex Stays B.V. are/is not liable for accidents, loss, theft or damage of any kind unless caused by intent or gross negligence of the Operator.
The Operator and/or Romex Stays B.V. are/is not liable for construction activities near the Accommodation, roadworks, noise disturbances, fireworks, trains, agricultural machinery, pests, or environmental issues.
Guests are deemed to be aware of local laws and regulations. The Operator and/or Romex Stays B.V. are/is not liable for consequences of any violation.
The Operator and/or Romex Stays B.V. are/is not liable for personal belongings.
The Operator and/or Romex Stays B.V. are/is not liable for weather conditions or force majeure.
The Operator and/or Romex Stays B.V. are/is not liable for utility failures.
The Main Guest is liable for all damages caused by themselves, Co-Guests and/or Third Parties during the stay.

Article 16: Tourist Tax

The Main Guest must pay tourist tax upon Arrival. The amount is stated in the Accommodation description and based on information received annually from local authorities.
The Operator and/or Romex Stays B.V. are/is not liable for changes in tourist tax imposed subsequently.

Article 17 (sic): Seasonal Influences

During certain seasons (usually low and/or summer season), work may take place to prepare or conclude the (winter) season. The Main Guest must take into account limited lift/piste openings, limited facilities, and possible construction work in the area. These do not constitute extraordinary circumstances, and no liability is accepted.
If construction or repair work must occur at the Accommodation, Guests will be informed. Romex Stays B.V. will always arrange an equivalent stay in consultation with the Main Guest.
For winter Reservations, the Operator and/or Romex Stays B.V. are/is not aware in advance of lift or piste opening dates. Later openings do not justify cost-free cancellation as long as the Accommodation is available.

Article 18: Travel and Cancellation Insurance

Romex Stays B.V. does not provide travel or cancellation insurance. The Main Guest is responsible for arranging appropriate insurance with third parties.

Article 19: Applicable Law

Mediation by Romex Stays B.V. is governed by Dutch law. Disputes regarding the mediation shall be submitted to the competent court in the Netherlands.