Terms & Conditions

1. Cancellation Policy

1.1 Standard Rate

You may cancel or modify your reservation free of charge up to 2 days before the arrival date.

You may choose to prepay the reservation or guarantee it with a credit card.


If you choose to guarantee the booking with a credit card, we will perform a pre-authorisation to verify that the card is valid and not reported lost or stolen.

The duration of the pre-authorisation is determined by your card issuer.

We release the amount immediately after the verification is completed.


If you choose direct online payment, your card or account will be charged for the full reservation amount.


To cancel free of charge, you must do so no later than 2 days before arrival.

The arrival day begins at 00:00.

For any reservation cancelled fewer than 2 days before arrival, the full amount will be charged.

Different conditions apply to group bookings; see section 1.7.


1.2 Non-Refundable Rate

It is not possible to modify or cancel non-refundable reservations under any circumstances.

Prepayment is required to qualify for this rate.

Your card or account will be charged for the full reservation amount.

By completing the booking, you accept that no refunds are possible.


1.3 Packages – Standard Rate

You may cancel or modify a package reservation up to 5 days before arrival.

To cancel free of charge, you must do so no later than 4 days before arrival.

The arrival day begins at 00:00.


These adjusted conditions can also be found in the booking confirmation you receive after making the reservation.


1.4 Standard Rate with Special Discount Codes

You may cancel or modify the reservation up to 3 days before arrival.

For bookings made with special discount codes, adjusted cancellation conditions apply.

To cancel free of charge, you must do so no later than 3 days before arrival.

The arrival day begins at 00:00.


These adjusted conditions are listed in the booking confirmation you receive after completing the reservation.


1.5 Cancellation Conditions for Extras

Extras booked with a reservation under the Standard Rate may be cancelled free of charge up to 2 days before arrival.

Custom-made products (such as tailor-made packages) cannot be cancelled after confirmation.

Extras added to a non-refundable reservation are subject to the same conditions as the booking itself.

This means that extras cannot be cancelled free of charge.


1.6 No Show

In the event of a no-show, the full reservation amount will always be charged.


1.7 Group Bookings (4 rooms or more)

Group Bookings – Standard Rate

If you need to cancel the reservation due to unforeseen circumstances, the following conditions apply:


For 4 to 6 rooms

Cancellation more than 4 weeks before arrival (23:59) → 0% charged

Cancellation 2 to 4 weeks before arrival (23:59) → 50% charged

Cancellation 1 to 2 weeks before arrival (23:59) → 70% charged

Cancellation 7 days or fewer before arrival → 100% charged


For 7 to 9 rooms

Cancellation more than 6 weeks before arrival (23:59) → 0% charged

Cancellation 3 to 6 weeks before arrival (23:59) → 50% charged

Cancellation 2 to 3 weeks before arrival (23:59) → 70% charged

Cancellation 2 weeks or fewer before arrival → 100% charged


From 10 rooms and above – UVH Conditions Apply

The Uniform Conditions for the Hotel and Catering Industry (UVH) apply.

In case of cancellation:


More than 3 months before arrival → 0%

More than 2 months up to 3 months before arrival → 15%

More than 1 month up to 2 months before arrival → 35%

More than 14 days up to 1 month before arrival → 60%

More than 7 days up to 14 days before arrival → 85%

7 days or fewer before arrival → 100%


Force Majeure

Hotel Grand Canal accepts no liability and offers no compensation if we are unable to provide our services as agreed due to circumstances beyond our control.

Force majeure includes, but is not limited to:

  • Natural disasters (earthquakes, floods, storms, fires)
  • War, terrorism, riots, strikes
  • Cancellation or disruption of public transport (flights, trains, buses, boats)
  • Pandemics, epidemics, or public health crises
  • Government restrictions or travel bans
  • Labour disputes or technical failures
  • Severe weather conditions preventing travel or stay
  • Fire, explosions, or technical malfunctions
  • Power, water, or internet outages outside our control
  • Any other exceptional and unforeseen circumstances beyond our influence


In the event of force majeure, Hotel Grand Canal will work with the guest to find an appropriate solution where possible.