Flexible vacationing during the pandemic

The wellbeing of our staff and visitors to Ski-Inn is our priority. We are taking measures to ensure that extra care is paid to the safety and hygiene of our accommodation and partner restaurants. We want to make your stay with us safe. We kindly ask our customers and staff to stay at home if they have any symptoms, even minor ones.

Ski-Inn Hotels&Apartments Oy actively monitors the coronavirus situation. We follow the instructions issued by the Finnish Institute for Health and Welfare and other authorities. Our staff has been instructed in proper coronavirus procedure to ensure your safety and the success of your holiday.

CHANGES AND CANCELLATIONS 

We have adopted more flexible terms of booking changes and cancellations for the duration of the coronavirus situation.

If you wish to make any changes to your booking, please notify us at least 72 hours before the beginning of your current booked period. All changes must be made in writing through sales@ruka.fi or sales@pyha.fi. A change fee of EUR 46 will be charged if the customer changes the time or place of accommodation within the time limits allowed by the cancellation policy. No change fee is charged for the additional services.

Ski-Inn Hotels & Apartments Oy has the right to cancel the reservation for compelling reasons due to force majeure (the accommodation provider cannot provide the promised services due to, for example, a strike, fire, water damage, natural disaster, war, and so on, making it difficult for the accommodation provider to operate). In this case, the prepayment will be refunded to the customer. The travel restrictions imposed due to the COVID-19 pandemic do not constitute force majeure, as the travel restrictions imposed by the COVID-19 pandemic are not unforeseen.

TERMS AND CONDITIONS ON BOOKING CHANGES AND CANCELLATION

Due to the COVID-19 situation, changes may be made 72 hours before the start of the booking period on the following terms: Bookings can be switched for a Ski-Inn booking period or accommodation of the same price. If the customer changes the booking for a more expensive period or accommodation type, the customer must pay an extra fee to cover the price difference. If the customer changes the booking for a less expensive period or accommodation type, the price difference will not be reimbursed. You may also set your booking as open, which means you may use the money on the booking for a new normal-priced Ski-Inn booking (not an accommodation package) up to one year (12 months) from the date the booking was originally received. The original booking must be paid in full before it can be set as open. You may cancel your booking without charge before the due date of the prepayment. Bookings charged in one instalment may be cancelled without charge before the due date of the payment. With regard to changes concerning the accommodation period, the terms and conditions of change and cancellation always apply in accordance with the original booking period.

The customer must convert the reservation set as open in spring 2020 into an accommodation reservation by the end of the ski season. The ski season ends on 9 May 2021 in Ruka and on 2 May 2021 in Pyhä. The amount of the open reservation must be used to book an accommodation between 5 March 2021 and 31 October 2021. Once the reservation has been postponed, it can no longer be changed after the new reservation has been made. If the money on the booking is not used for the accommodation reservation by 31 October 2021, the amount will be withheld and can no longer be used for a new reservation later. Unused money on the booking will not be refunded.

Cancellations must always be made in writing to the service provider. Neglecting to pay the invoice is not considered a valid basis for cancelling a reservation. If the customer cancels their booking on the due date of the prepayment or earlier than 4 weeks prior to the start of the booked accommodation period, the prepayment (1/3 of the total value of the booking) and the handling charge will not be reimbursed.

If the cancellation is made later than 4 weeks before the start of the accommodation period or during the accommodation, the customer will be charged the entire cost (100%) and no payments will be reimbursed.

If the cancellation is made before the accommodation period due to the death or a sudden  illness of the customer or their next of kin, the accommodation fee will be reimbursed in its entirety, excluding a EUR 46 cancellation fee. The customer must present a medical certificate or other reliable proof of the grounds for the cancellation within 2 weeks of the cancellation. If any other exceptional situation prevents travel, the customer must ensure with their insurance company that the travel or accident insurance covers the costs of the booking, if this will result in the cancellation of the booking. In these cases, the accommodation provider will follow the normal booking conditions.

Our accommodation package offers are valid for new bookings and a new booking means a booking made during the validity period of the package offer. Accommodation package offers are also subject to the rules and guidelines published with each campaign. Campaign prices will not be issued retrospectively for existing reservations or open reservations. The money on the open booking can only be used for a new accommodation, not for package offers that include, for example, lift tickets.

FREQUENTLY ASKED QUESTIONS

What should I do if I have booked accommodation in a Pyhä or Ruka Ski-Inn apartment or hotel and want to make changes to the booking?

During these exceptional times, Ski-Inn has adopted more flexible terms of booking and cancellation. In practice, this means that if you need to make changes to your booking period, we are happy to comply, subject to availability. Please note that if your new booking period is more expensive than the original booking, we will charge you for the price difference. If the new booking is less expensive than the original booking, we will not reimburse the difference. You may also set your booking as open, which means you may use the money on the booking for a new Ski-Inn booking up to one year from the date the booking was originally received. The original booking must be paid in full before it can be set as open. All changes are always subject to a change fee of EUR 46.

An event held at the booking destination is cancelled, am I entitled to cancel my accommodation as well?

A cancelled event related to an accommodation booking is not a valid reason to cancel your accommodation in accordance with the cancellation policy. The accommodation and the event are independent of each other, and the cancelled event does not affect the accommodation's operations.

I'm too scared to travel, can I cancel my accommodation?

According to the cancellation policy, cancelling the accommodation for the fear of contracting COVID-19 is not a valid reason to cancel the accommodation. The reservation can be postponed according to the change and cancellation policies of normal reservations.

What should I do if I have to be quarantined due to exposure to the coronavirus?

If you are quarantined, the official quarantine certificate is equated with a medical certificate when you cancel your booking. Against an official certificate, we will refund the value of the accommodation you paid minus the EUR 46 cancellation fee.

If you wish, you may also set your booking as open, which means you may use the money, minus a EUR 46 change fee, on a new booking up to one year from the original booking date.

How do the exceptional circumstances outlined by the Finnish government on 25 February 2021 affect Ruka-Kuusamo?

At present, our services are open normally, taking into account the official instructions regarding the COVID-19 situation. According to the current information available, the effects of the new restrictions on the tourism industry are targeted especially at restaurants. Restaurant facilities should be closed for the duration of the closure, but the restaurants are allowed to sell food as take-away dishes. Currently, the restrictions do not apply to other industries in the area, such as the ski resort. There are currently no travel restrictions in effect within Finland.

Are the Ruka and Pyhä ski resorts open?

Currently, the restrictions related to the closure do not apply to other industries in the area, only the restaurant operations. Both Ruka and Pyhä ski resorts are normally open at the moment.

As Ski-Inn destinations operate independently, customers do not necessarily need to come in contact with the staff or other customers. We try to handle all necessary contact with our reception remotely via telephone or e-mail.

Instructions upon arrival at your Ski-Inn accommodation: 

  • The reception at Ski-Inn RukaVillage is open every day. You can check the opening hours here. However, we ask you to kindly avoid visiting the reception. You can contact us by phone on 08 8600 290 or via e-mail at ski-inn@ruka.fi. If you do have to visit the reception, we ask you to please keep your distance to the receptionists and other customers (2 metres is recommended).
  • Hand sanitiser for customer use is available in the reception. Please use the hand sanitiser when you enter the reception area and when you leave.
  • Our aim is to handle all payments in advance. However, if you have to visit the reception to make a payment, please use contactless payment whenever possible. We wipe down the reception counters and payment devices regularly.
  • A sneeze guard has been installed in our reception to ensure personal safety.
  • Our partnered restaurants follow the government’s official coronavirus guidelines, which emphasise social distancing and good hand hygiene for both customers and staff. We actively monitor the health of our employees. Please only visit the restaurants if you are healthy. 
  • Please do not travel if you are under quarantine. 
  • If you are not feeling well or suspect you may have contracted the coronavirus, please stay at home.
  • If you suspect you may have the coronavirus and you are already staying with us, please stay in your room and notify us immediately. 
  • Remember to wash your hands extra carefully.
  • Please avoid unnecessary interaction with other visitors.

Intensified cleaning:

All of our accommodation and common areas are cleaned by professionals from SOL Cleaning services.

In addition to ensuring our usual high level of hygiene, we will also be continuing with intensified cleaning procedures at all Ski-Inn locations, following the instructions given by the Finnish Institute for Health and Welfare and other authorities. The intensified cleaning procedures include paying special attention to wiping surfaces. When necessary, we also have the capability to respond to rapidly changing situations with regard to special cleaning. All of our service points display the most up-to-date hygiene guidelines from the Finnish Institute for Health and Welfare and hand sanitiser is available. Our staff have been instructed to follow official guidelines, and we will inform our customers whenever necessary. 

During the epidemic, we are avoiding maintenance visits to rooms while customers are present. If there is an urgent need for maintenance, we ask you to please leave the room while the maintenance is performed.

We have instructed our staff to wear masks if they have to visit a room while customers are present.

Read more about the effects of the coronavirus in the Ruka and Pyhä tourist regions: 

Companies in both Ruka and Pyhä are operating in accordance with the coronavirus situation. You can find more information and updates on the status of travel companies through the links below.  

Link to Ruka's info 

Link to Pyhä’s info 

You can find up-to-date information on the coronavirus on the Finnish Institute for Health and Welfare’s website.