Frequently Asked Questions

FAQ

On this page you will find answers to frequently asked questions. If you cannot find the answer here, please contact us by e-mail at [email protected] or by phone at +443308084607.

1. Changes and cancellations

All changes, such as dates, duration, selected rooms, name etc. or cancellation of bookings are subject to approval from the hotel and Risskov and a fee will be applied. The fee applied depends on the number of days until arrival according to the fee table below.

Fee tier

Days until arrival*

Change fee, however a minimum of EUR 20

Cancellation fee, however a minimum of EUR 20

Tier 1

30+ days

10% of the difference amount

10% of the travel cost

Tier 2

14 – 29 days

30% of the difference amount

30% of the travel cost

Tier 3

8 – 13 days

40% of the difference amount

40% of the travel cost

Tier 4

0 – 7 days

Change not possible

100% of the travel cost

*For some hotels the fee tiers listed in the table may vary from the standard conditions given here. In such cases the tiers are specified on the invoice and will overrule the tiers listed here.

Difference amount = total old travel cost minus total new travel cost.

The travel cost is defined as the invoice amount minus all fees (admin fee, change fees, postage fee, travel cancellation protection cost).
If a booking is cancelled, the total new travel cost is calculated as EUR 0.

All fees and the travel cancellation protection cost are non-refundable.

When changing a booking all existing fees are transferred to the new booking and an additional change fee is applied.

2. Travel Cancellation Protection

It is possible to purchase travel cancellation protection through Risskov when booking your stay and at the latest before the booking is paid. Travel cancellation protection costs 6% of the price of the stay, so for a stay costing EUR 1,000 the travel cancellation protection costs EUR 60. We recommend that you purchase travel cancellation protection, as it ensures reimbursement of the cost of the travel and covers cancellation in the event of a medical condition, death or accident of the trip participant or immediate family. You can read more about travel cancellation protection at in our terms and conditions. 

Cancellation must be made immediately to Risskov and proper documentation in the form of a medical certificate, police report, etc. must be submitted. The cost of this is at your own expense. Cancellation forfeits the cost of the travel cancellation protection and the admin fee.

Travel insurance may also be a good idea if you wish to have repatriation etc. covered during your holiday. This type of insurance is sometimes covered by household insurance, but can also be ordered from a travel insurance company.

3. Booking - How do I make a booking? 

A stay with Risskov can be booked either on our website www.risskov.com or by calling +443308084607, where our sales representatives are available Monday-Friday 9-17 and Saturday-Sunday 10-15. There is an admin fee of EUR 10 for online bookings and EUR 13 for telephone bookings.

4. Discount code - Where can I find it?

A discount code can be found in advertisements from Risskov in e.g. newspapers, magazines, TV or online. The discount code can be entered in the website's top left or right corner. Discount codes are found at the top or bottom of Risskov advertisements, and the code often consists of 2-6 letters.

5. Payment - When is the booking payable?

The booking is binding when you receive a confirmation from Risskov, and the booking must then be paid within 5 days. If there is a short time to departure, the payment deadline will be adjusted accordingly. For journeys over EUR 1,000, a 20% deposit can be agreed and the remaining balance is then due 45 days before departure. Payment instructions can be found in the travel papers sent with the booking. 

6. Invoice - How do I receive and pay an invoice?

Once the stay is confirmed by the hotel, an invoice will be sent. The invoice will show all services included in the booked stay as well as the number of travellers, rooms and meals. This information is also communicated to the hotel before arrival and other services are settled directly with the hotel. Please check all information on the invoice before payment. Payment must be made online on our website with Visa or Mastercard. A receipt will be sent once the payment has been processed.

7. Environmental and cleaning fees? 

Are environmental and cleaning fees included? You must bring the voucher sent with the invoice to the hotel. The voucher has the hotel's name and address in the top left-hand corner. If there is an environmental fee or tax at the hotel, this will be shown in the hotel description on the Risskov website and on your voucher. The environmental fee or tax must be paid directly at the hotel. Unless otherwise stated, cleaning is included in all stays. For example, if only final cleaning is included, this is stated in the hotel description on the Risskov website and on your voucher.

8. Catalogue - Can we order a catalogue?

At Risskov we do not have a printed catalogue, as we are constantly getting new hotels that we would like to keep up to date with the best prices. By not printing a catalogue, we keep the price down on your trip and our collection of more than 400 hotels can be found at www.risskov.com. If you are interested in a specific hotel or area, you can press the Print page on the hotels description to create a print-friendly version ready to print. Alternatively, we can send printouts from the website to your home address if you are unable to print yourself.

9. Eco-labels - do they have to be used in Germany?

In many major cities in Germany you will need a green, yellow or red eco-label, depending on how much the car pollutes. This means that you are not allowed to drive in eco-labelled cities at all without an eco-label. If you drive in an eco-labelled town without an eco-label, you will be fined around €80. Eco-labels are called umweltplakette or feinstaubplakette in German, and can be bought from TÜV, DEKRA and workshops in Germany that are authorised to test exhaust emissions. The price in Germany is 15 euros. You can read more about the rules for the eco-labels throughout Germany here www.applusbilsyn.dk

10. Travel Guarantee Fund - Does the Travel Guarantee Fund cover our car holiday?

At Risskov we sell hotel packages, so we are not a member of Rejsegarantifonden. A trip covered by the Travel Guarantee Fund must consist of two services, e.g. transport and accommodation, so car holidays are not covered under this. However, it can be stated that Risskov is financially sound and has always had profits and growth.

11. Prices  - Is Risskov cheaper than hotels?

Our starting point is that our products should be cheaper than those of the hotels. As a rule, we are, but we cannot prevent hotels from running special offers during certain periods. Environmental surcharges etc. may occur in local currency, but then it will be indicated.

12. Praise and suggestions - Can comments be sent to Risskov?

We are happy to receive comments at our e-mail address [email protected]

13. Health certificate and passport - Do these need to be brought on the trip?

Always bring a valid passport and health card when travelling abroad. 

14. Special requests - Can requests be made to hotels?

Special requests regarding the location of the hotel room (e.g. top floor, next to fellow travellers, with balcony, etc.) and similar requests will be accommodated to the extent possible. Risskov cannot guarantee the fulfilment of such special requests and cannot be held liable for failure to fulfil them. In the event that extra charges are made for these special requests, Risskov guarantees them. Please inform the hotel reception of your wishes upon arrival at the hotel.

15. Currency - Do I need to bring local currency on the trip?

It is always a good idea to bring local currency to your destination. You can exchange money at home or withdraw money from a bank abroad.

16. Gift cards

Gift cards are valid for the purchase of stays on www.risskov.com and cannot be exchanged for cash. Gift cards are valid for 36 months from the date of issue. If you cancel the purchase of a gift card, it can be refunded by Risskov within 14 days, provided the gift card is unused. The right of cancellation is from the time you receive the gift card by post or e-mail. If you wish to cancel the gift card please contact our Customer Service on +443308084607.