Terms and Conditions

Terms & Conditions of Suter Palace Heritage Boutique Hotel 

The following terms and conditions will apply to all bookings. We ask that you take a moment to read them prior to making a reservation. Please pay attention to our payment and cancellation policies as well as the other terms and conditions marked in bold in this document. In these terms and conditions, which apply to all reservations, the following words shall mean:
“Agreement” means your reservation confirmation read together with these Terms & Conditions;
“Guest” means the person who will be accommodated at the Hotel;
“Hotel” means the Suter Palace Heritage Boutique Hotel;
“Terms & Conditions” means the terms and conditions of stay contained herein.
By signing the Registration Card or/and your online consent for making a reservation, the Guest agrees that has been informed about the Hotel’s applied Terms & Conditions.

Reservations must be made in advance. Quotations for accommodation will be based on availability as at the date and time of quoting.
Guests will receive a reservation confirmation, in writing, once the reservation has been secured via payment of a deposit or presentation of a travel voucher (for all bookings made through a travel agent or tour operator).

Rates quoted by Suter Palace Heritage Boutique Hotel are expressed inclusive of VAT and city tax. Rate lists for additional items, such as laundry service and minibar, are available on request or are displayed at the relevant location within the Hotel.
The method of payment depends on the choice of reservation type and the respective payment terms may vary depending on the type of reservation.
The Guest is entitled to pay the accommodation amount to the Hotel for the entire accommodation upon arrival at the place of accommodation and for any further
requirements or costs incurred by the Guest at the Hotel, either in cash or by
credit card, or to pre-authorize the payment card. If the deposit has already been paid to secure the reservation, the Guest pays the accommodation balance to the full amount upon arrival at the hotel. Actual costs are usually payable in the local currency of the hotel in accordance with the appropriate reservation process. Alternative currency prices are indicative and are used to estimate and weigh costs, they are based on current exchange rates and are subject to fluctuation.
The Guest is obliged to pay the rate for accomodation and provided services in accordance with the valid rate list, but at the latest on the day of the end of the stay on the basis of the
presentation of the account, together with the statement of the deposits provided by the Guest, unless otherwise confirmed in a written form by the Hotel and the Guest (e.g.
invoice payment).
If the credit card does not have sufficient funds to complete the selected reservation, then such reservation is canceled and therefore invalid. The same applies if the Guest credit card has an invalid expiry date or the expiry date expires before the date of arrival at the hotel selected at the time of the reservation.
By completing the reservation, the Guest entitles the Hotel to withdraw the
outstanding amount of the cancellation fee from the credit card provided, as stated above.

Reservations must be secured by payment of the accommodation costs or by way of
a travel voucher (for reservations made via tour agents or tour operators). Payment may be made via electronic funds transfer (into the bank account shown on the proforma invoice) or credit card. We accept MasterCard,Visa & American Express.
Should a person fail to pay such deposit or present a travel voucher by the due date, the Hotel may treat the reservation as having been cancelled without further notice.

Any credit card transaction is done by the hotel with the client consent.
A credit card transaction can be canceled:
1. Respecting the agreed cancellation policy.
Individual room reservations: can be 100% canceled at least 24 hours before arrival for the Best Available rates, and those who used the Advance Purchase rate cannot be canceled.
For groups and events, transactions cancellation can be done: 100% with at least 40 days in advance, 25% between 14-39 days in advance.
2. If the customer changes the payment method.
3. In certain force majeure situations (death, pandemic, etc.).
Once the cancellation is initiated, the money reaches the client's account within maximum of 7 working days.

Cancellations to any reservations must be made in writing. The Guest shall be liable for and pay to Suter Palace Heritage Boutique Hotel a cancellation fee, the amount as described by the Suter Palace Heritage Boutique Hotel at the time of reservation confirmation.
All rooms that have been confirmed will be held for the first night on the scheduled date of arrival at which time the Hotel may re-let the room without further notice, unless notified of a late arrival.
Modifications to any reservations must be made in writing. No amendments are guaranteed until written confirmation is provided by Suter Palace Heritage Boutique Hotel. Rate variations may apply, depending on the nature of the change.

The Hotel is not responsible for theft or damage to motor vehicles left in the public car parks around the Hotel as well as at the private parking lot of the Hotel. The Hotel advises Guests to make sure that the car is properly locked and secure. Hotel also recommends not leaving personal belongings in the car. The Hotel is not responsible for third party damages caused by the Guest in the public car parks as well as at the private parking of the Hotel. The Guest is obliged to behave in such a way as to prevent damage to health, property, nature and the environment.
8. The Hotel is not responsible for any damage caused by the Guest outside the
premises of the hotel.
Check In: 14:00 Hrs
Check Out: 12:00 Hrs
The Hotel is entitled to accommodate a Guest or visitor who duly subscribes in accordance with these conditions. On arrival at the hotel reception (check-in), the guest will provide a proof of identity (ID card, passport or driving license) to the authorized employee of the
Hotel at the reception desk.
The Guest is entitled to fill in and hand over the registration card at the reception, according to the Romanian Law, as amended, all the required data must be presented truthfully
and completely by the Guest.Fail to do so, the reservation will be treated as a ‘’non-show’’.

Requests for early check-in & late check-out will be handled based on hotel availability at the time of check-in (an additional fee is payable for guaranteed late check-out).
Suter Palace Heritage Boutique Hotel can accommodate guest luggage complimentary in a secure location until the room is ready.
Should you need to confirm an earlier arrival than the hotel’s standard check-in time or a
departure later than noon, please contact the hotel directly in advance. If you plan to arrive
earlier than the hotel’s check-in time and want to guarantee that you would be able to check
into your room upon arrival, we would advise you to reserve the night prior to the date of
Exceeding check-out times without notifying the front desk in advance can result in extra
charges, including, but not limited to, late check-out fees and/or an extra night’s charges being applied to your bill.
Children and infants of all ages are accepted.The Guest is not allowed to leave children without adult supervision in the hotel room or other public space.

Guests will be responsible for any damage caused to the Hotel room or any furnishings, fittings and equipment therein by any act or omission of the Guest, his/her invitees, subcontractors or guests. Should this damage come to light after the guest has departed, Suter Palace Heritage Boutique Hotel reserves the right to make a charge to the Guest’s credit or debit card.
Suter Palace Heritage Boutique Hotel reserves the right to charge Guests the cost of replacing any items that are removed from the Hotel by them without consent. The charge will be the full replacement amount of the missing item.
Suter Palace Heritage Boutique Hotel reserves the right to take action against any Guest found to have tampered /interfered with any fire detection equipment throughout the hotel, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or firefighting equipment will be charged with any costs incurred by the Hotel due to their actions and additionally may be asked to leave the Hotel.
Should the fact that fire fighting or detection equipment had been tampered with come to light after the guests has departed Suter Palace Heritage Boutique Hotel reserves the right to make a charge to the Guest’s credit or debit card.
The Hotel reserves the right to refuse to treat laundry that is excessively dirty or damaged. The Hotel or his supplier (dry cleaner), is not responsible for distorted dyeing (ecological colors), buttons or decorative buckles damaged during the cleaning process.
Claim for refund for damages or losses arising from the fault of the treatment plant can reach a maximum of five times the price for cleaning or washing the given laundry.

If the Hotel staff find any personal effects, goods left behind by a Guest or any other lost
property, Suter Palace Heritage Boutique Hotel will retain such items and if an item is not reclaimed with the 3 months of the Guest’s departure it will be disposed of by the Hotel at its discretion.
Suter Palace Heritage Boutique Hotel reserves the right to judge acceptable levels of noise or behavior of the Guest or invitees of the Guest who must take all steps necessary for corrective action as requested by the Hotel. In the event of failure to comply with management’s request, the Hotel may terminate a reservation or a function immediately without being liable for any refund or compensation.
The Hotel cannot accommodate guests under the influence of alcohol or/and any narcotic and psychotropic substances.The Hotel is entitled to immediately cancel the accommodation of the Guest without any compensation towards to the Guest(s).
The Hotel cannot accommodate guests for aggressive/insultive verbal,non-verbal or physical behaviour at the check-in,during their stay and on check-out day .The Hotel is entitled to immediately cancel the accommodation of the Guest without any compensation towards to the Guest(s).

It is the policy of the Hotel not to discriminate on the grounds of race, color, nationality, sex,
marital status, age, ethnic origin or disability and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behavior. The Guest, his/her
employees, guests and sub-contractors engaged by or on behalf of the Guest are expected to adhere to this policy and the Hotel may, without incurring any liability to the Guest, immediately remove from the Hotel any person(s) offending against this policy. Should any actions by a Guest be deemed inappropriate by the Hotel Manager, or if any inappropriate behavior is brought to the attention of the Hotel Manager, the Hotel reserves the right, after any allegations have been investigated, to take action against the Guest.
Guests who revise/reduce confirmed room requirements are required to provide adequate notice (prior to planned arrival) as per amendment policy given below, to avoid forfeiting full payment for the number of rooms committed as per the reservations confirmation.
The number of guests accommodated in any room will be strictly limited and applied as stated on the reservation confirmation. Limitations have been established for
health, safety and operational reasons and are at the sole discretion
of Suter Palace Heritage Boutique Hotel. Guests agree that if the numbers of occupants attempting to check into the hotel are in excess of the confirmed reservation, we will not be held responsible nor be expected to accept additional numbers.
To avoid disputes at check in, please carefully scrutinize the reservation confirmation provided, which clearly states dates, rates and number of guests. We will always attempt to accommodate changes and the needs of our guests, but cannot be held responsible for accommodation requirements that do not agree with the reservation confirmation that has been provided.
Should the guests’ party fail to check in as a result of dispute concerning amendments to a confirmed reservation or because of excess in numbers of guests, the reservation will be treated as a “no show” and no refund will be applicable.

Not suitable for people with physical disabilities.
Suter Palace Heritage Boutique Hotel will do its best to ensure that all facilities listed at the Hotel will be available during your stay. However, we cannot guarantee that they will be available as maintenance and other work may be necessary from time to time.
Prior consent of the Hotel must be received for any entertainment, beauty or other services
contracted by the Guest outside of the Hotel. The Hotel may refuse or grant its consent at its
absolute discretion without being liable to the Guest for such decision.
The Guest, if engaging the services of persons outside the employ of the Hotel, shall indemnify the Hotel against any loss of or damage to property or death or illness of or injury to any person(s) and against all claims, demands, proceedings and damages arising as a result thereto.
The Hotel may in its absolute discretion refuse access to any third party service provider in
appropriate circumstances.

Pets are not allowed within Suter Palace Heritage Boutique Hotel premises. Only service dogs are allowed.

Smoking is strictly prohibited in all rooms and suites or public areas of the hotel including
elevators, corridors and lobby area.Smoking is permitted on specific designated exterior public areas.
A ban and deep cleaning fee charges may occur on smoking and the use of any narcotic and psychotropic substances in the hotel. In the case of breach of the smoking ban or/and use of any narcotic and psychotropic substances on the premises of the hotel, the Hotel is entitled to charge a deep cleaning fee of 1000 RON. Further, the Hotel is entitled to inform the Local Police Department and immediately cancel the accommodation of the Guest who violated this ban without any compensation towards to the Guest(s).

A valid credit card guarantee,deposit or prepayment is required at the time of reservation.
MasterCard,Visa & American Express credit cards are accepted as a guarantee.

All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this Agreement.
The Hotel shall have no liability to the Guest and/or the Guest’s invitees, visitors, employees, subcontractors or invitees for any special, indirect, consequential loss or damage. Suter Palace Heritage Boutique Hotel total liability shall, wherever permitted by law, be limited to the value of this Agreement.
The Guest shall indemnify the Hotel against any/all liability and any claims, proceedings or
damages resulting or arising from or by the reservation, function, the Guest, his/her invitees,
visitors or any service provider engaged by the Guest.
Guests are encouraged to lock their rooms at all times unattended. Guests should take
note that the Hotel does not accept responsibility whatsoever for theft from the Hotel
premises or from rooms in the Hotel. The Guest is advised to have and is responsible for
insurance to cover loss of baggage, personal belongings and money.
The Guest shall be responsible for any damage caused to the rooms, furnishings, utensils and equipment therein caused by or attributable to any act, omission, default or neglect of the Guest, his/her invitees, visitors or service providers engaged by the Hotel and will pay to the Hotel on demand the amount required to make good or remedy any such damage. For the purpose of this clause, acts or omissions of the guests, invitees, employees and/or subcontractors shall be deemed acts of the Guest.
Suter Palace Heritage Boutique Hotel shall not be in breach of this Agreement if it does not provide the services under this Agreement, and it shall be entitled to cancel a reservation if it is no longer able to provide the accommodation, due to one or more of the following circumstances:
1. any part of the Hotel is closed due to fire, alteration or redecoration by order of any
public authority or any reason beyond the Hotel’s control;
2. there is a failure to supply the Hotel with gas, electricity or water outside of the Hotel’s
3. the Hotel is unable to fulfill the reservation as a result of industrial action by its staff or one
of its suppliers;
4. fire, lightning, explosion, riot or civil commotion, malicious damage, storm, tempest,
flood, burst pipes, earthquakes, or impact resulting in the Hotel being unable to provide
the reserved facilities;
5. the Hotel or any part thereof is designated for alternate use.
If any one of the events above occurs Suter Palace Heritage Boutique Hotel will do its best to avoid any inconvenience and will return any payments made.

The Hotel shall be entitled to cancel any reservation immediately if a Guest is in arrears with
payment to the Hotel, or if a Guest becomes insolvent or has an administrator appointed over his/her affairs, or if Guest breaches any of the other of these Terms and Conditions.
If the Hotel cancels the reservation for reasons other than as set out in these Terms and Conditions, then it will use its reasonable endeavors to provide alternative facilities to the Guest at another hotel similar or comparable standard subject to such facilities being available.
Airport Transfers & Tours can be arranged via our website when confirming your reservation. Should you wish to make transportation or/and tour arrangements after confirming your reservation, contact us via quoting your confirmation number and flight arrangements in case of airport transfer or in case of a tour, the name of the tour. We will contact you by return to make the necessary arrangements. Alternatively you can call us directly.
Payments for airport transfers will be prepaid at the hotel. Tours will be paid at the company tour directly and cannot be processed by the hotel.
We do not intend to nor do we seek to receive information from minors. If a child has provided us with personal information without parental or guardian consent, the parent or guardian should email us to remove the information and unsubscribe them from any promotional contact opportunities. As we cannot distinguish the age of persons who access our website, a privacy policy is applied.
For security reasons, a camera system is used in the corridors and common areas of the hotel. The use of recordings is regulated by applicable laws on the protection of personal data.
Employees of the hotel are not entitled to provide any information about the accommodated
guests to third parties (except for police officers after their legitimation and demonstration of the merits of requesting such data) or to allow a third party to visit the guest without his/her consent.
Suter Palace Heritage Boutique Hotel reserves the right to deduct any sums owed to it by the Guest and the exercise of such right shall be without prejudice to any other rights which the Hotel may have in terms of this Agreement or in law.
The Agreement will be construed in accordance with Romanian law and the Guest agrees to submit to the non-exclusive jurisdiction of the courts in Bucharest,Romania.
Any notice or invoice hereunder shall be duly served on either party if delivered to their last
known address.
No variation of this Agreement shall be valid unless it is in writing and signed by, or on behalf of,each of the parties.
Failure to exercise, or any delay in exercising, any right or remedy provided under this
Agreement by law to Suter Palace Heritage Boutique Hotel shall not constitute a waiver of that (or any other) right or remedy, nor shall it precluded or restrict any further exercise of that (or any other) right or remedy.
We are happy to receive your feedback, which you agree Suter Palace Heritage Boutique Hotel is free to use without cost to reproduce, disclose and/or distribute without limitation and for any purpose whatsoever including opinions, recommendations and know-how. We assure you of our prompt attention to resolve any complaints regarding reservations, cancellations, requested refunds etc if the complaint has been received within 03 days of the occurrence of the event giving rise to the complaint.
In the event that a Guest has a complaint during his/her stay at the Hotel, he/she must bring it to the attention of Hotel management as soon as possible to allow the Hotel the opportunity to address the issue during your stay.

Payment Service Provider's Term & Conditions


Nr. Inreg. Registrul Comertului J40/5584/2018
Cod Fiscal: 39233818
23-25 Suter Alley Bucharest, Romania
Email: contact[at]
T: +40 314 255 927