Cancellation policy

1. Accommodation booking via email or phone / until April 2026
2. Accommodation booking via webshop / until April 2026

3. Booking Terms and Conditions / from June 2026 Onwards

1. Accommodation booking via email or phone / until April 2026

Cancellation policy and terms of reservation for direct bookings only. These terms are not valid for group reservations or bookings via travel agencies, online reservations, Booking.com or Hotels.com etc.

Cancellations and modifications must be notified to the sales service by telephone +358 201 476400 or email myyntipalvelu@isosyote.fi.

We recommend our customers to take out the appropriate travel insurance cover against any possible situations and cases of force majeure. The hotel is not obliged to accept cancellations based on a doctor’s certificate or other similar documentation. All prices are including the legally specified VAT.

Reindeer Rooms, Star Superior Rooms, Kelo Cottages, Fell Top Cottages

Winter and Spring 1.12. – 1.5.

PAY NOW rate

The customer will receive a payment link or an advance invoice by email for the booking, with a 7-day payment period. If the arrival date is less than 30 days away, the due date is immediate.
If the booking is canceled at least 30 days before the arrival date, the booking fee will be refunded minus a €10 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, no refund will be provided. Postponing the booking to another date is considered a cancellation of the original booking.

Summer and Fall 1.6. – 30.11.

PAY NOW rate

The customer will receive a payment link or advance invoice by email, with a 7-day payment period. If the arrival date is less than 7 days away, the due date is immediate.
If the booking is canceled at least 2 days before the arrival date, the booking fee will be refunded minus a €10 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, the fee for the first night will be charged. Postponing the booking to another date is considered a cancellation of the original booking.

PAY LATER -rate

The booking can be canceled free of charge by 12:00 noon on the day of arrival.
Payment is made at the hotel upon arrival. The PAY LATER price is available only for limited periods during summer and fall.

Aurora View Suites

Winter and Spring 1.12. – 1.5.

PAY NOW -rate

The customer will receive a payment link or an advance invoice by email with a 7-day payment period. If the arrival date is less than 30 days away, the due date is immediate.
If the booking is canceled at least 30 days before the arrival date, the booking fee will be refunded minus a €50 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, the full booking value will be charged. Postponing the booking to another date is also considered a cancellation of the original booking.

Summer and Fall 1.6. – 30.11.

PAY NOW -rate

The customer will receive a payment link or an advance invoice by email, with a 7-day payment period. If the arrival date is less than 7 days away, the due date is immediate.
If the booking is canceled at least 7 days before the arrival date, the cancellation fee is €50. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, the fee for the first night will be charged. Postponing the booking to another date is considered a cancellation of the original booking.

PAY LATER -rate

The booking can be canceled free of charge by 12:00 noon on the day of arrival.
Payment is made at the hotel upon arrival. The PAY LATER price is available only for limited periods during summer and fall.

Eagle View Suite, Bear Cave Suite, Phoenix Suite

PAY NOW -rate only

Non refundable. The booking is always binding immediately. There are no cancellation or postponement rights.
The customer will receive a payment link or an advance invoice by email, with a 7-day payment period. If the arrival date is less than 30 days away, the due date is immediate.
If the booking is canceled or changed, or the customer does not arrive, the full value of the booking will be charged.

2. Accommodation booking via webshop / until April 2026

Depending on the season and room type, full payment will be charged either at time of booking or at time of arrival. Payment options with credit card: Visa, MasterCard, Diners Club, JCB or Visa Electron. Online banking options: Nordea, Osuuspankki, Danske Bank, Ålandsbanken, Handelsbanken, S-Pankki, Aktia, Säästöpankki, POP Pankki

Cancellations and modifications must be notified to the sales service by telephone +358 201 476400 or email myyntipalvelu@isosyote.fi.

The online shop is open 24 hours a day, but the reception is open on a limited basis. It is the customer’s responsibility to arrive at the time of check-in mentioned on the reservation confirmation.

All prices are including the legally specified VAT.

Pay later -rate

Only available for some rooms & cottages in the summer and autumn. Not available during high season.
Free cancellation until noon on arrival day. Payment upon arrival.

Reindeer Rooms, Star Superior Rooms, Kelo Cottages, Fell Top Cottages

Winter and Spring 1.12-1.5

PAY NOW -rate

The booking is paid immediately in the online store. If the booking is canceled at least 30 days before the arrival date, the booking fee will be refunded minus a €10 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, no refund will be provided. Postponing the booking to another date is also considered a cancellation.

Summer and Fall 1.6.-30.11.

PAY NOW -rate

The booking is paid immediately in the online store. If the booking is canceled at least 2 days before the arrival date, the booking fee will be refunded minus a €10 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, the first night’s fee will be charged. Postponing the booking to another date is also considered a cancellation.

PAY LATER -rate

The booking can be canceled free of charge by 12:00 noon on the day of arrival. Payment is made at the hotel upon arrival. The PAY LATER price is available only for limited periods.

Aurora View Suites

Winter and Spring Dec 1st – May 1st

PAY NOW -rate

The booking is paid immediately in the online store. If the booking is canceled at least 30 days before the arrival date, the booking fee will be refunded minus a €50 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, no refund will be provided. Postponing the booking to another date is also considered a cancellation.

Summer and Fall 1.6. – 30.11.

PAY NOW -rate

The booking is paid immediately in the online store. If the booking is canceled at least 7 days before the arrival date, the booking fee will be refunded minus a €50 office and cancellation fee. For card payment refunds, a 3.5% card fee will be deducted.
If the booking is canceled or changed later, or the customer does not arrive, the first night’s fee will be charged. Postponing the booking to another date is also considered a cancellation.

PAY LATER -rate

The booking can be canceled free of charge by 12:00 noon on the day of arrival. Payment is made at the hotel upon arrival. The PAY LATER price is available for limited periods only.

Eagle View Suite, Bear Cave Suite, Phoenix Suite

PAY NOW -rate only

The booking is paid immediately in the online store.
Non refundable. The booking is always binding immediately. There are no cancellation or postponement rights.
If the booking is canceled or changed, or the customer does not arrive, the full value of the booking will be charged.

Payment service provider

Paytrail Oyj (2122839-7) acts as an implementer of the payment handling service and as a Payment Service Provider. Paytrail Oyj will be shown as the recipient in the invoice and Paytrail Oyj will forward the payment to the merchant. Paytrail Oyj is an authorized Payment Institution. For reclamations, please contact the website you made your payment to.

Paytrail Oyj, business ID 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181830
www.paytrail.com

Netbanks

Paytrail Oyj (FI2122839) provides netbank related payment transfer services in co-operation with Finnish banks and credit institutions. For consumer the service works exactly the same way as traditional web payments.

3. Booking Terms and Conditions / from June 2026 Onwards

Lapland Boutique Resorts

(Accommodation, Activities and Packages)

These booking terms and conditions apply to all reservations made for accommodation, activities, and packages at Lapland Boutique Resorts, including the following destinations:

Ruka Safaris
Iisakki Village
Hotelli Iso-Syöte
Oivanki Resort

These properties are collectively referred to as “Lapland Boutique Resorts” or “the Resort.”

These terms apply to all reservations made through:

the official online booking systems
the Resort’s websites
email or telephone reservations
other direct sales channels operated by Lapland Boutique Resorts.

By completing a reservation, the customer confirms that they have read, understood, and accepted these terms and conditions.

1. Reservation and Confirmation

Reservations may be made through the Resort’s online booking system, by email, or through the Resort’s sales service.

A reservation becomes binding once payment has been successfully received and a booking confirmation has been issued.

The booking confirmation contains the essential details of the reservation including:

accommodation type
travel dates
booked services and activities
total price
applicable payment and cancellation conditions.

Customers are responsible for reviewing the booking confirmation and notifying the Resort immediately of any discrepancies.

Lapland Boutique Resorts reserves the right to cancel a reservation if payment obligations are not fulfilled.

2. Prices

All prices are stated in euros (EUR) and include value added tax (VAT) in accordance with Finnish legislation unless otherwise stated.

Prices may vary depending on:

travel season
availability
accommodation category
included services and activities.

Lapland Boutique Resorts reserves the right to correct pricing errors caused by technical or administrative issues.

3. Payment Terms

The total booking amount will be charged after the free cancellation period has expired.

The reservation is confirmed once payment has been successfully processed and confirmation has been issued.

If payment cannot be processed, the reservation may be cancelled.

Payment Processing

Payments are processed via Mews, FareHarbor, or Profitroom, all powered by Stripe.

Card details are encrypted and processed securely through Stripe’s payment infrastructure. Card details are not stored by Lapland Boutique Resorts.

Depending on the service booked (accommodation, activities, or packages), the payment may be processed through one of the Resort’s booking platforms.

Any refunds issued according to the applicable cancellation policy will be returned to the original payment method used for the booking.

4. Cancellation Policy – Accommodation

Cancellation conditions vary depending on accommodation type and travel season.

All cancellations must be submitted in writing via email or through the booking system.

Suites at Hotelli Iso-Syöte

(Eagle View Suite, Bear Cave Suite, Phoenix Suite and Naava Suite)

Flexible 45-day cancellation policy applies.

Free cancellation up to 45 days before arrival
For cancellations made less than 45 days before arrival, changes, or no-shows, no refund will be provided

Rooms, Cottages and Aurora Suites

Winter & Spring Season

(1 December – 1 May)

Flexible 45-day cancellation policy applies.

Free cancellation up to 45 days before arrival
For cancellations made less than 45 days before arrival, changes, or no-shows, no refund will be provided

Summer & Autumn Season

(1 June – 30 November)*

Flexible 2-day cancellation policy applies.

Free cancellation up to 2 days before arrival
For cancellations made less than 2 days before arrival, changes, or no-shows, no refund will be provided

*For Autumn Promo 2026 Flexible 45-day cancellation policy applies.

5. Changes to Reservations

Changes to reservations may be possible depending on availability.

Lapland Boutique Resorts reserves the right to:

charge a modification fee
apply updated pricing based on new dates or services.

Substantial changes close to arrival may be treated as cancellation and rebooking.

Name changes may only be accepted with prior written approval.

6. Activity and Safari Bookings

Lapland Boutique Resorts offer guided outdoor activities including safaris, nature excursions, and seasonal experiences.

All activities are subject to:

weather conditions
safety considerations
minimum participant numbers.

Activities booked in advance must be paid in full at the time of booking, unless otherwise specified.

7. Cancellation Policy – Activities

Activities may be cancelled free of charge up to 21 days before arrival.

For cancellations made less than 21 days before arrival, changes, or no-shows, no refund will be provided.

If Lapland Boutique Resorts cancels an activity due to safety reasons or operational circumstances, guests will be offered:

an alternative activity, or
a refund for the cancelled activity.

8. Weather, Snow and Natural Conditions

Many activities offered by Lapland Boutique Resorts depend on natural conditions, including:

snow cover
ice conditions
weather and temperature.

The Resort cannot guarantee specific natural phenomena, including:

snowfall
frozen lakes
Northern Lights visibility.

If natural conditions prevent the safe operation of an activity, Lapland Boutique Resorts reserves the right to:

modify the activity program
replace the activity with an alternative program
adjust schedules or routes.

Such changes do not entitle guests to compensation.

9. Participant Responsibilities and Safety

Participants must follow the instructions provided by guides and staff.

The Resort reserves the right to refuse participation if a guest:

appears to be under the influence of alcohol or drugs
behaves in a way that may endanger themselves or others
does not meet safety requirements.

Certain activities may have restrictions related to:

age
height or weight
physical condition.

Guests are responsible for ensuring they meet the requirements before booking.

10. Snowmobile Safaris – Driver Responsibility and Liability

Participants driving a snowmobile must hold a valid driver’s license accepted in Finland and must present it upon request.

Drivers must follow all instructions provided by the guide and operate the snowmobile responsibly.

Snowmobiles are insured according to Finnish law. However, the driver is responsible for damages caused by negligence or misuse.

The driver’s maximum personal liability (self-liability / excess) for damage to a snowmobile is up to €1,000 per accident, unless otherwise stated in the activity description.

Lapland Boutique Resorts reserves the right to refuse participation if safety requirements are not met.

Children generally travel as passengers in a sled pulled by the guide’s snowmobile unless otherwise specified.

11. Accommodation Stay

Unless otherwise specified:

Check-in: from 16:00
Check-out: by 12:00

Early check-in and late check-out may be available upon request and may incur additional charges.

Guests may be required to present valid identification upon arrival.

12. Guest Conduct and Liability for Damages

Guests must behave respectfully toward other guests, staff, property, and the surrounding environment.

Lapland Boutique Resorts reserves the right to remove guests behaving inappropriately or causing disturbance without refund.

Guests are financially responsible for any damage caused to:

accommodation units
equipment
vehicles
facilities.

Repair or replacement costs may be charged to the guest.

13. Travel Insurance

Guests are strongly recommended to obtain comprehensive travel insurance covering:

trip cancellations
personal injury
outdoor activity participation
loss of personal belongings.

Lapland Boutique Resorts are not responsible for financial losses resulting from cancellations or disruptions beyond the Resort’s control.

14. Force Majeure

Lapland Boutique Resorts shall not be held liable for failure or delay in fulfilling obligations due to circumstances beyond its control, including but not limited to: