3 Cancellation Policy*
| Time of cancellation | Charges |
|---|---|
| ≥ 21 days before arrival | None – 100 % refund |
| 20 – 15 days | 25 % of total |
| 14 – 7 days | 50 % of total |
| < 7 days, no-show or during your stay. | 100 % of total |
For special packages / holidays (e.g. Valentine’s Day, Christmas, New Year’s Eve): free cancellation up to 30 days before arrival/event; thereafter non-refundable but transferable. Full pre-payment may be required.
For reservations via third parties (Booking.com, Airbnb, Expedia, etc.) the platform’s own cancellation terms apply; changes must be arranged there.
If we must cancel due to force majeure (e.g. serious malfunction, overbooking), you will receive a 100 % refund within 1 business day. We will attempt – without liability for additional costs – to find equivalent accommodation for you.
4 House Rules
4.1 Check-in / Check-out & Occupancy
Check-out no later than 12:00. Late check-out only with written confirmation (surcharge).
Maximum occupancy: 2 guests per apartment. Pre-booked extra guests: max. 2 (surcharge).
Unregistered guests: € 175 pp pn and/or termination of stay.
No visitors after 23:00.
4.2 Smoking, drugs & prohibited activities
| Violation | Sanction (in addition to possible eviction) |
|---|---|
| Smoking or tampering with fire-alarm system | € 350 cleaning fee + up to € 1,500 fire brigade / evacuation costs |
| Use or possession of any drugs (incl. cannabis, nitrous oxide, hard drugs) | € 750; security & police notified |
| Party, noisy gathering, escort/prostitution or other illegal activity | € 750; immediate termination of stay |
Quiet hours: 22:00 – 07:00. Security monitors 24/7.
4.3 Cleaning & damage
Standard end-of-stay cleaning is included. Extra costs for excessive dirt (smoking, parties, dirty kitchen, etc.) will be deducted from the deposit.
Damage or loss is charged at replacement cost + € 50 administration fee.
4.4 Safety & surveillance
24/7 CCTV in entrance, lifts and corridors (recordings may be provided to police).
In-unit sound, occupancy and air-quality sensors (no audio/video). First alarm: telephone warning (if possible); repeat: security intervention.
Commercial filming/photography only with prior written consent of management and any required permits; violation leads to immediate eviction, compensation of damages and possible fines.
4.5 Security access & inspection
In the event of a complaint, report, observation or reasonable suspicion of noise disturbance, a breach of these House Rules, the presence of unregistered guests or visitors, smoking, drug use, a safety or security concern, or any other situation that may disturb the peace or endanger persons or property, The Penthouse Apartments and/or its appointed Security personnel have the right to enter and inspect the apartment.
Guests are required to cooperate fully and immediately with such an inspection and must provide access to the apartment upon request. Refusing, obstructing or deliberately delaying access constitutes a serious breach of these House Rules.
If a guest does not respond or refuses to provide access, The Penthouse Apartments and/or Security may enter the apartment without the guest’s permission where this is reasonably necessary to investigate or stop the reported disturbance, rule violation or safety concern.
5 Liability
You stay and park at your own risk. Blue Group B.V. is not liable for loss, theft or damage to guests’ property, except in cases of intent or gross negligence.
You are liable for all damage caused by you, your fellow guests or visitors to the apartment, inventory, building or third parties.
6 Privacy & Data Processing
We process personal data (e.g. ID copy, contact and payment details) solely for:
Performance of the rental agreement;
Compliance with legal obligations (e.g. municipal night registers);
Security and fraud prevention.
Data are stored in accordance with the General Data Protection Regulation (GDPR) and not longer than necessary.
7 Complaints & Disputes
Issues? Please report immediately via reception@thepenthouse.nl or +31 70 305 1000. We respond within 1 business day.
If a dispute cannot be resolved amicably, it may – pursuant to Article 6:13 of the Dutch Civil Code – be submitted to an independent mediator or the competent court in The Hague.
8 Emergency & Contact
Emergency (police / fire / ambulance): 112
In case of fire, do not use the lift; follow the marked escape route.Reception (office hours): +31 70 305 1000
Security Westvliet (outside office hours): +31 70 390 0254
By completing the online check-in, making payment and/or entering the apartment, you agree to these terms and house rules and you will have provided a digital signature.