Terms & Conditions
1. Scope
These General Terms and Conditions (GTC) apply to all reservations and guest accommodation contracts concluded between Hotel Big Mama Berlin, Clarissa Meier/Big Mama Leipzig GmbH/ BIG MAMA Berlin/ BIG MAMA Leipzig (hereinafter referred to as BIG MAMA Hotels) and third parties (guests), as well as for all additional services and deliveries provided by BIG MAMA Hotels. The guest is informed that reservation numbers received from third parties (e.g., online portals) do not match the reservation or booking numbers of BIG MAMA Hotels. Offers made by BIG MAMA Hotels to conclude an accommodation contract are non-binding and subject to change. BIG MAMA Hotels reserves the right to refuse the conclusion of an accommodation contract with a guest at its own discretion.
2. Reservations / Resale
Reservations can only be made electronically through BIG MAMA Hotels' online and mobile channels or via third-party intermediaries (e.g., online booking portals). A telephone reservation, email reservation, or any other non-automated reservation method requires notification of a reservation confirmation and/or a reservation number from BIG MAMA Hotels.
By reserving a hotel room, the guest offers BIG MAMA Hotels the conclusion of an accommodation contract. If availability permits, the guest will receive a reservation or booking number from BIG MAMA Hotels, which establishes an accommodation contract. This agreement is binding for both parties. There is no entitlement to a specific room. BIG MAMA Hotels reserves the right to re-rent the reserved rooms after the reservation expires or is canceled. The guest receives a binding booking or reservation number from BIG MAMA Hotels, but not necessarily a separate written reservation confirmation. The resale/renting and/or transfer of booked rooms to third parties at higher prices than the actual room rates is prohibited. The transfer or sale of claims against BIG MAMA Hotels is also not allowed. In such cases, BIG MAMA Hotels is entitled to cancel the booking, especially if the guest has made false statements to the third party regarding the type of booking or payment. The use of the hotel room for purposes other than accommodation is expressly prohibited.
Reservations of more than six rooms are subject to the group policy of BIG MAMA Hotels. For such bookings, a separate accommodation contract, confirmed by BIG MAMA Hotels, must be concluded, which includes special terms for cancellation and payment conditions (deposit). BIG MAMA Hotels reserves the right not to accept or cancel group reservations if no such accommodation contract has been concluded.
3. Prepaid Reservations, Cancellation, and Rebooking, Charging the Credit Card or Alternative Payment Method for Additional Outstanding Balances
A valid reservation requires the guest to provide a valid credit card or an alternative payment method offered on BIG MAMA Hotels' electronic sales channels at the time of booking. BIG MAMA Hotels has the right to immediately verify the validity of these details and to pre-authorize the provided credit card or payment method. The available credit limit is temporarily reduced by the corresponding amount. The charge to the credit card or payment method occurs at the latest on the day of arrival, including any additional services booked.
BIG MAMA Hotels is entitled to charge the credit card or alternative payment method provided at the time of booking for any additional outstanding balances, especially for additional bookings, services used (e.g., consumption at the bar), or other usage (e.g., bike rental) or behavior (e.g., unauthorized smoking in the room) during the stay.
If a non-refundable rate is booked, the full amount for the stay will be charged at the time of booking. Non-refundable reservations cannot be canceled, rebooked, or refunded. If the credit card charge fails, BIG MAMA Hotels reserves the right to cancel the reservation, and the guest loses the right to the room.
Check-in time is 3:00 p.m. on the booked day of arrival.
For flexible rate bookings, the full amount of the stay will be pre-authorized on the provided credit card before the arrival date. Once the guest receives their room key, the booking cannot be canceled or rebooked. A reservation with a cancelable rate can be canceled or rebooked free of charge until the deadline specified in the rate description, usually 24 hours before arrival. If canceled later than the deadline, the cost of the first night will be retained. Rebookings within the cancellation period are possible if availability exists, but guests must pay any rate difference. If no availability exists, rebooking is not possible.
Non-refundable rates cannot be canceled or rebooked. In the case of cancellation or no-show, the full stay amount will be retained.
If the guest does not show up, the full amount for the stay will be charged. BIG MAMA Hotels reserves the right to cancel any reservation at any time. Compensation claims are limited to the total accommodation price.
4. Registration Form and Disclosure of Personal Data
The guest is obligated to provide truthful personal data and additional registration form-related information in advance through BIG MAMA Hotels' online registration system.
5. Taxes, Fees, and Charges
The applicable prices are gross total prices and include all legal taxes, fees, and charges. If there are changes in tax rates or the imposition of new, previously unknown taxes, fees, and charges, BIG MAMA Hotels reserves the right to adjust the prices accordingly. Accommodation prices are listed per room per night.
6. Payment Methods
Valid payment methods for hotel stays include MasterCard, Visa Card, Diners Card, and American Express, as well as alternative payment methods listed on the BIG MAMA Hotels website in the local currency of the booked hotel. It is not possible to issue services on a later-to-pay invoice basis. On-site payment methods for food, drinks, and other goods and services offered by BIG MAMA Hotels include EC card, MasterCard, Visa Card, Diners Card, American Express, and cash in Euros.
7. Room Usage
Reserved rooms are available to the guest from 3:00 p.m. on the day of arrival and must be vacated by 11:00 a.m. on the day of departure. If the guest fails to vacate the room by 11:00 a.m. on the day of departure, they are liable to pay BIG MAMA Hotels liquidated damages amounting to 100% of the current daily room rate for one night. The guest is permitted to prove that no damage or a significantly lower damage occurred due to the delayed return of the hotel room. In the event of a delayed or failed room clearance by the guest, BIG MAMA Hotels reserves the right to clear the room by its personnel and store the guest's belongings. BIG MAMA Hotels accepts no further liability for these stored items beyond the liability stated in these terms and conditions (see section 9).
8. Use of Public Areas
By reserving a room, the guest can freely use designated public areas, such as the bar, terrace, gaming room, beach, etc. BIG MAMA Hotels reserves the right to temporarily close public areas without prior notice. The guest has no claim to a partial or full refund of their payment for the accommodation service if public areas are unavailable. Public areas are not considered part of the accommodation contract for the booked hotel room.
9. Liability of BIG MAMA Hotels
BIG MAMA Hotels is liable for damages resulting from injury to life, body, or health caused by its negligence. Additionally, BIG MAMA Hotels is liable for other damages caused by gross negligence or intentional breach of duty by BIG MAMA Hotels or damages arising from the negligent breach of essential contractual obligations. Any further liability for damages is excluded unless otherwise regulated in these terms and conditions. In the event of disruptions or defects in BIG MAMA Hotels' services, BIG MAMA Hotels will endeavor to remedy the situation upon notification by the guest. The guest is required to contribute as much as possible to rectify the disruption and minimize any potential damage.
For items brought into the hotel, BIG MAMA Hotels is liable according to legal regulations, limited to ten times the value of the room rate and up to EUR 2,000 for money, securities, and valuables. Valuables kept in the safe are insured up to a maximum of EUR 2,000. The guest must notify BIG MAMA Hotels immediately upon discovering any loss, destruction, or damage to the items to retain their claim (§ 703 BGB). For unlimited liability, legal provisions apply.
10. Liability of the Guest
The guest must treat the hotel room with care. Minors under 18 must be accompanied by an adult. Guests aged 16 to 17 may stay with a written authorization and copy of their parents' ID. The guest is liable for damages caused by them, including any additional cleaning required, damages, or fire alarms caused by their actions. The use of personally brought electrical appliances like kettles, irons, and hairdryers is prohibited for fire safety reasons. If costs arise due to the use of such devices, e.g., for fire alarms or damage to hotel property, the guest is fully liable for these costs.
11. Brought Food and Drinks
It is prohibited to consume brought drinks in public areas. The consumption of brought food may be allowed upon prior consultation and approval from the BIG MAMA Hotels team. Breakfast must only be consumed in the designated public areas. Cooking or food preparation in hotel rooms is prohibited.
12. Non-Smoking Policy
All BIG MAMA Hotels are non-smoking hotels. Smoking is prohibited in both public areas and guest rooms. In case of violation, BIG MAMA Hotels reserves the right to charge the guest EUR 250.00 as compensation for additional cleaning costs and any lost revenue due to the unavailability of the room. The guest may provide evidence that a lesser or no damage occurred.
13. Pets
Bringing pets (cats and dogs) is allowed upon prior registration (booking of the pet fee) and is subject to a charge. Service dogs, such as guide dogs for the blind or deaf, are allowed free of charge at any time.
14. House Rules
BIG MAMA Hotels reserves the right to expel guests from the premises, particularly if they do not comply with staff instructions, make discriminatory comments, or harass or endanger other guests.
15. Vouchers and Promotions
15.1 Redemption Conditions
Validity: Our vouchers and promotions are only valid for the purchase of goods on our platform.
Redemption period: The voucher can be redeemed within the specified period. After the period expires, the voucher becomes invalid.
Eligible persons: The voucher can only be redeemed by the original recipient and is non-transferable.
Not combinable: Only one voucher or promotion can be used per order. Multiple vouchers or promotions cannot be combined.
Remaining balance: If the value of the voucher exceeds the purchase amount, the remaining balance is not refundable but can be used for future purchases.
15.2 Placement of Voucher Terms and Conditions
The voucher terms and conditions become part of the contract when the customer is expressly informed about them during the order and agrees to their validity. We recommend including these conditions in our general terms and conditions as well.
15.3 Discounts and Special Promotions
The mentioned discount applies exclusively to overnight stays at the Non-Refundable Rate. Our Non-Refundable Rate is already reduced by a fixed percentage compared to the Flex Rate. In combination with our time-limited special promotions, a total discount may apply.
These discounts are only valid in our hotels in Leipzig and Berlin and are not redeemable during trade fair or event periods. A cash payout or transfer of the discount to third parties is excluded.
The promotions are valid only for bookings during the specified travel period and while supplies last. We reserve the right to modify or adjust the promotion periods and conditions.
16. Insurance Included with the Non-Refundable Rate
When booking the “Non-Refundable” rate, the hotel automatically provides travel insurance covering cancellation of the trip. The cost of this insurance is fully covered by the hotel, and no additional charges apply to the guest. The specific terms and conditions of the insurance policy are available at the following link: Insurance Terms and Conditions.
The processing and payment of any claims under the insurance policy are handled exclusively between the guest and the insurance provider. The hotel assumes no responsibility for claim handling, decisions regarding claims, or payments. By booking the “Non-Refundable” rate, the guest accepts the inclusion of the insurance policy and agrees to its terms and conditions.
17. Storage, Processing, and Sharing of Credit Card Data
We process and store credit card data exclusively in a secure, encrypted, and tokenized format. Sensitive payment information is not stored directly by us but is processed through certified payment service providers. This ensures that the highest security standards are met and unauthorized access to your credit card data is prevented.
For the purpose of booking processing and service provision, your credit card data may be shared within the BIG MAMA Hotels Group. In such cases, data sharing is carried out solely in encrypted and secure form, in compliance with applicable data protection regulations.
18. Final Provisions
In the event of discrepancies between the accommodation contract and these GTC, the provisions of the accommodation contract take precedence. The accommodation contract and these GTC contain all agreements between the parties regarding the subject matter of the contract. There are no verbal side agreements to the accommodation contract. Amendments or additions must be made in writing. All declarations and communications made under the accommodation contract and these GTC must be in writing unless explicitly stated otherwise. BIG MAMA Hotels is entitled to transfer any rights or claims from the accommodation contract to third parties. BIG MAMA Hotels is also entitled to have third parties fulfill obligations related to the accommodation contract.
The possible invalidity of one or more of the preceding provisions does not affect the validity of the remaining provisions. The invalid provision shall be replaced by a valid one that most closely reflects the economic and legal intent of the parties. The accommodation contract is subject to the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods. Amendments and supplements to the contract or these General Terms and Conditions must be made in text form. Unilateral amendments or supplements by the guest are invalid.
The place of jurisdiction for all disputes arising between the parties from the contractual relationship is Berlin, provided that the contract partner of BIG MAMA Hotels is a merchant, a legal entity under public law, or a special fund under public law.