Last updated: 8 July 2026
Welcome to Best Stay Copenhagen. We want your stay to feel effortless from the moment you book. These Terms and Conditions (“Terms”) set out the agreement between you and us when you book accommodation directly through our website. We have written them to be clear and fair, and we encourage you to read them before you book.
1. Who we are and how to reach us
These Terms are provided by:
Best Stay Copenhagen ApS (“Best Stay Copenhagen”, “we”, “us”, “our”)
Company registration (CVR) no.: 32355927
Registered address: Degnemose Allé 22A, 2700 Brønshøj, Denmark
Email: bm@beststaycopenhagen.com
Telephone: +45 26 70 04 43
Office hours: Monday–Friday, 09:00–17:00 CET
Best Stay Copenhagen is a Copenhagen-based accommodation agency. We manage and let a curated selection of apartments and houses, some of which we operate on behalf of private owners, investors and property developers. When you book through our website, your booking contract is with Best Stay Copenhagen ApS, and we are your single point of contact for the booking and your stay.
2. Definitions
For ease of reading, in these Terms:
- “Property” means the apartment, house, villa or other accommodation you book.
- “Guest”, “you” or “your” means the person who makes the booking and everyone staying at the Property under that booking.
- “Lead Guest” means the person who makes the booking, who must be at least 18 years old and is responsible for the booking and for all other Guests.
- “Booking” means a confirmed reservation of a Property for specified dates.
- “Booking Platform” means the reservation and booking-management system we use to process direct bookings, currently Tokeet / AdvanceCM.
- “Total Price” means the full price of your stay as shown at the time of booking, including any fees and applicable taxes.
3. Scope of our services and the agreement
3.1 We offer short-term holiday and business accommodation in Copenhagen, ranging from city-centre apartments to larger family houses and villas. Details, photographs, amenities and any property-specific rules are shown on each Property's listing on our website.
3.2 These Terms apply to all bookings made directly through beststaycopenhagen.com. If you book one of our Properties through a third-party platform (for example Airbnb, Booking.com or Vrbo), that platform's terms and cancellation rules apply to the booking instead of these Terms.
3.3 The agreement between you and us is formed when we confirm your Booking in accordance with Section 4. Where we let a Property on behalf of its owner, we act as your contracting party and remain responsible to you for the matters covered by these Terms.
3.4 To make a Booking you must be at least 18 years old and legally able to enter into a contract. The Lead Guest is responsible for ensuring that all Guests comply with these Terms.
3.5 Property types. Because our portfolio includes both apartments and houses/villas, some arrangements differ by Property type — for example check-in method, parking, access to shared building facilities, gardens or outdoor areas, and specific house rules. Any such differences are set out in your booking confirmation and in the Property listing, and those Property-specific details form part of these Terms.
4. Booking, confirmation and accuracy of information
4.1 You make a Booking by submitting a reservation request through our website via our Booking Platform and completing the required payment (see Section 5).
4.2 A Booking is not confirmed until you receive a written booking confirmation from us (by email or through the Booking Platform). The booking confirmation, together with these Terms and the relevant Property listing, forms your agreement with us.
4.3 If we are unable to accept your request (for example, if the Property becomes unavailable), we will tell you promptly and refund any payment you have made in full.
4.4 You are responsible for providing accurate and complete booking details, including the correct number of Guests, arrival and departure dates, and valid contact information. Please check your booking confirmation carefully and tell us straight away if anything is incorrect.
4.5 We take care to describe and picture our Properties accurately. Minor differences between photographs and the actual Property (for example, furnishings that have since been updated) do not entitle you to cancel or claim a refund, provided the Property remains materially as described.
5. Prices, fees and payment
5.1 Prices. The Total Price for your stay is shown before you confirm your Booking. Unless stated otherwise, prices are quoted in DKK and exclude Danish VAT (moms) and any applicable taxes and mandatory fees.
5.2 What's included. Your booking confirmation and the Property listing specify what is included in the price (for example, utilities, Wi-Fi, bed linen, towels and end-of-stay cleaning). Any optional extras and their prices are shown at booking or available on request.
5.3 Payment schedule. Unless a different schedule is shown at the time of booking:
- a deposit of 50% of the Total Price (or the first night's cost) is payable at the time of booking to confirm your reservation; and
- the remaining balance is payable 7 days before your arrival date.
For bookings made within 7 days of arrival, the Total Price is payable in full at the time of booking.
5.4 Payment methods. Payments are processed securely through our Booking Platform and our payment provider Stripe. We accept credit and debit cards. We do not store your full card details.
5.5 Late or failed payment. If the balance is not received by the due date, we will send you a reminder. If payment remains outstanding after 2 days, we may treat the Booking as cancelled by you, in which case the cancellation terms in Section 7 apply.
5.6 Guest information. You agree to provide any information we are legally required to collect (for example, Guest identification), and to do so before or at check-in where requested.
6. Security / damage deposit
6.1 Whether a deposit applies. Depending on the Property and length of stay, we may require a refundable security deposit (also called a damage deposit) to cover any loss or damage during your stay. Whether a deposit applies, and its amount, is shown at the time of booking and in your booking confirmation.
6.2 Amount. Where a deposit applies, it is DKK 1,500, as stated at booking.
6.3 How it is collected and held. The deposit is collected as a separate payment in cash or bank transfer upon arrival and is held by Best Stay Copenhagen ApS. The deposit is not treated as part payment of your stay.
6.4 When it is returned. Provided the Property is left in good order, the deposit (or the released pre-authorisation) is returned to you within 7 days after check-out, once we have had a reasonable opportunity to inspect the Property. Refunds are made to the original payment method.
6.5 When we may retain part or all of it. We may deduct from or retain the deposit only for actual, documented amounts to cover: (a) damage to the Property, its contents or the building beyond normal wear and tear; (b) missing or damaged items; (c) additional cleaning required beyond a reasonable standard (for example, to remove smoke odour or excessive mess); (d) charges you owe under these Terms (for example, unpaid fees or late check-out); or (e) fines or costs we incur because of your breach of the house rules. Where deductions exceed the deposit, you remain responsible for the balance of the actual cost. We will give you an itemised explanation and, where reasonable, supporting evidence for any deduction, and we will not retain more than the amount reasonably required. Retaining the deposit does not limit your other rights or ours.
7. Cancellations, changes and refunds
We recommend arranging travel insurance that covers cancellation, in case you need to cancel for reasons outside our control.
7.1 Cancellation by you. To cancel, contact us in writing at bm@beststaycopenhagen.com or through the Booking Platform. Your cancellation takes effect on the date we receive it. Unless a different policy is shown for a specific Property or rate at the time of booking (see 7.3), the following standard tiered policy applies.
| When you cancel (before check-in) | Refund of accommodation cost |
|---|
| 14 days or more before check-in | 100% (full refund) |
| Between 7 and 14 days before check-in | 50% refund |
| Fewer than 7 days before check-in, or no-show | No refund |
Booking grace period. As an extra assurance, if you book 14 days or more before check-in, you may cancel within 48 hours of receiving your booking confirmation for a full refund, regardless of the table above.
Any non-refundable booking fee, payment-processing fee or optional extras already incurred are stated at booking and are excluded from refunds where noted in 7.3.
7.2 Changes to your booking (date or Property changes). We will always try to accommodate reasonable changes. If you ask to change your dates or move to a different Property, we will do our best to help subject to availability. Requests made within the free-cancellation window in 7.1 can usually be accommodated at no charge; a handling fee of DKK 250 may apply to changes outside that window. If the change amounts to booking a different Property or materially different dates, we may treat it as a cancellation and re-booking, in which case Section 7.1 applies to the original booking.
7.3 Non-refundable rates and fees. Where you choose a discounted non-refundable rate (clearly labelled as such at the time of booking), that booking cannot be refunded on cancellation, except where you have a mandatory right to a refund under applicable law. Any payment-processing or booking fee identified as non-refundable at booking will not be refunded.
7.4 Cancellation or changes by us. We would only cancel or change your Booking in exceptional circumstances (for example, if the Property becomes genuinely unavailable or unsafe, or due to force majeure under Section 16). If this happens, we will contact you as soon as possible and will, at your choice:
- offer you a comparable or better alternative Property for the same dates (and refund any price difference if the alternative is cheaper); or
- give you a full refund of all amounts you have paid for the affected Booking.
Except where the law requires otherwise, our liability for a cancellation or change by us is limited as set out in Section 12; we are not liable for incidental costs such as travel or other bookings you have made separately, save to the extent caused by our fault and required by mandatory law.
7.5 How refunds are made. Refunds are made to the original payment method, in the original currency where possible, within 14 days of the refund becoming due. We are not responsible for currency-conversion differences or fees applied by your bank or card provider.
8. Right of withdrawal (statutory consumer information)
Under Danish and EU consumer law, the standard 14-day right of withdrawal (cooling-off period) for distance contracts does not apply to contracts for the provision of accommodation for a specific date or period. This means that once your Booking is confirmed for specific dates, your ability to cancel and receive a refund is governed by the cancellation policy in Section 7 rather than by a 14-day withdrawal right. This exemption is provided for in the Danish Consumer Contracts Act (Forbrugeraftaleloven), which implements Directive 2011/83/EU on consumer rights. This does not affect any other rights you have under mandatory Danish or EU consumer protection law.
9. Check-in, check-out and keys
9.1 Standard times. Unless otherwise agreed or stated in your booking confirmation:
- Check-in: from 15:00
- Check-out: by 11:00
9.2 Arrival procedure — apartments. For most apartments we offer self check-in via a key safe at the Property. You will receive detailed arrival instructions and any access codes before your arrival.
9.3 Arrival procedure — houses and villas. For houses and villas, check-in is by personal key handover, and may include a short orientation covering the garden, parking, heating and any Property-specific systems. Please confirm your estimated arrival time in advance so we can arrange access.
9.4 Early check-in / late check-out. Early check-in or late check-out may be available on request, subject to availability, and may incur a fee of DKK 250. Please ask us in advance — unauthorised late departure may result in an additional charge of up to DKK 1,500.
9.5 Keys and access. Please keep keys, fobs and access devices safe and return them as instructed at check-out. A charge of DKK 500 may apply for lost keys or access devices.
9.6 Condition on departure. Please leave the Property tidy and in a reasonable condition: dispose of rubbish as instructed, wash up or load the dishwasher, and return furniture to its original position. A standard end-of-stay clean is included; excessive cleaning may be charged as set out in Section 6.
10. House rules and care of the Property
You agree, and you agree to ensure that all Guests and visitors agree, to the following:
10.1 Occupancy. The Property may only be occupied by the number of Guests stated in your booking confirmation. Additional overnight guests are not permitted without our prior written consent and may result in extra charges or termination of your stay.
10.2 No parties or events. The Property is for residential accommodation only. Parties, events and commercial use (for example, photo or video shoots) are not permitted without our prior written consent.
10.3 Noise and neighbours. Many of our Properties are in residential buildings with neighbours. Please respect quiet hours (generally 22:00–07:00) and any building house rules (“husorden”) we provide. Repeated or serious noise complaints may lead us to end your stay.
10.4 Smoking. Smoking (including e-cigarettes) is not permitted inside any Property. Additional cleaning to remove smoke odour may be charged.
10.5 Pets. Pets are not permitted.
10.6 Building and community rules. For apartments in shared buildings, you agree to follow the rules of the owners'/housing association, including rules on use of stairwells, lifts, laundry, bicycle storage, waste sorting and recycling.
10.7 Care and reporting. Please treat the Property and its contents with care. Tell us promptly about any damage, breakage, malfunction or maintenance issue so we can put it right. Prompt, honest reporting of accidental damage will never be penalised beyond the reasonable cost of repair or replacement.
10.8 Safety and prohibited use. Do not tamper with smoke detectors, safety equipment, heating or electrical systems. Illegal activity, sub-letting, and use of the Property in breach of law are strictly prohibited.
10.9 Consequences of breach. If Guests seriously or repeatedly breach these house rules, we may, acting reasonably and proportionately, require Guests to leave the Property without a refund. We will only do so where the breach justifies it.
11. Your responsibilities and liability as a Guest
11.1 The Lead Guest is responsible for the acts and omissions of all Guests and visitors during the stay.
11.2 You are responsible for the actual, reasonable cost of loss or damage to the Property, its contents or the building caused during your stay, other than fair wear and tear or matters beyond your control. This may be recovered from the security deposit (Section 6) and, where the cost exceeds the deposit, directly from you.
11.3 You agree to comply with all applicable laws during your stay.
12. Our liability and disclaimers
12.1 We take great care to provide a safe, clean and well-maintained Property and a smooth stay. We are responsible to you for foreseeable loss and damage caused by our failure to meet our obligations under these Terms or by our negligence.
12.2 Nothing in these Terms limits or excludes our liability where it would be unlawful to do so. In particular, we do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any matter for which liability cannot be limited under mandatory Danish law, including your mandatory rights as a consumer.
12.3 Subject to 12.2, we are not liable for:
- loss or damage that was not foreseeable, or that was not caused by our breach or negligence;
- loss, theft of, or damage to your personal belongings brought into or left at the Property (please use any safe provided and secure the Property when you leave);
- temporary interruptions to services outside our reasonable control, such as utilities, internet, or building works by third parties, although we will make reasonable efforts to resolve issues;
- the acts of independent third parties (for example, neighbours, building management, or third-party service providers you engage directly); and
- any business losses, as our Properties are provided for personal, non-commercial accommodation.
12.4 Subject to 12.2, and except where mandatory law provides for greater liability, our total liability arising out of or in connection with any Booking is limited to the Total Price paid for that Booking.
12.5 If a Property has a significant defect that materially affects your stay, please tell us promptly (see Section 13) so we have the opportunity to fix it or offer a suitable remedy. This helps us resolve issues quickly and protects your rights.
13. Complaints and dispute resolution
13.1 Talk to us first. If something is not right, please contact us as soon as possible — during your stay where the issue arises — at bm@beststaycopenhagen.com or +45 26 70 04 43, so we can try to put it right quickly. Most issues are resolved this way.
13.2 Danish consumer complaint bodies. If we cannot resolve your complaint and you are a consumer resident in the EU, you may be able to refer the matter to the Danish out-of-court complaint system operated through Nævnenes Hus: the Center for Complaint Resolution (Center for Klageløsning) and, if unresolved there, the Consumer Complaints Board (Forbrugerklagenævnet). Details, eligibility and any monetary thresholds are available at naevneneshus.dk. Contact point: Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark.
13.3 Cross-border assistance. If you live in another EU country, the European Consumer Centre Denmark (Forbrug Europa) can provide guidance on cross-border complaints.
13.4 This section does not affect your right to bring a claim before the ordinary courts.
14. Data protection and privacy (GDPR)
14.1 Controller. Best Stay Copenhagen ApS (contact details in Section 1) is the data controller for personal data collected when you book and stay with us.
14.2 What we collect and why. We collect information such as your name, contact details, booking and payment information, and correspondence, in order to:
- take and manage your Booking and provide your stay (legal basis: performance of a contract);
- process payments and, where applicable, deposits (contract / legitimate interests);
- comply with legal, tax and accounting obligations (legal obligation);
- protect our Properties and resolve disputes (legitimate interests); and
- send you service messages and, with your consent, marketing (consent, which you can withdraw at any time).
14.3 Processors and the Booking Platform. We use trusted service providers who process personal data on our behalf under data-processing agreements, including our booking and CRM platform Tokeet / AdvanceCM and our payment processor Stripe. They may only use your data to provide services to us.
14.4 International transfers. Some providers (including the Booking Platform) may process data outside the EU/EEA. Where they do, we rely on appropriate safeguards recognised under the GDPR (such as EU Standard Contractual Clauses or an adequacy decision) to protect your data.
14.5 Retention. We keep personal data only as long as necessary for the purposes above and to meet legal retention requirements (for example, Danish bookkeeping law), after which it is deleted or anonymised.
14.6 Your rights. You have the right to access, correct, delete or restrict processing of your personal data, to object to certain processing, to data portability, and to withdraw consent. To exercise these rights, contact us using the details in Section 1. See also our Privacy Policy.
14.7 Supervisory authority. If you have concerns about how we handle your data, you may contact the Danish Data Protection Agency (Datatilsynet, datatilsynet.dk).
15. Intellectual property
All content on beststaycopenhagen.com — including text, photographs, graphics, logos, the “Best Stay Copenhagen” name and brand, and the design of the site — is owned by or licensed to Best Stay Copenhagen ApS and is protected by copyright and other intellectual property rights. You may view and use the site for the purpose of making and managing a Booking. You may not copy, reproduce, republish, or use our content for commercial purposes without our prior written permission.
16. Force majeure
We are not responsible for failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including natural disasters, extreme weather, fire, flood, epidemics or pandemics, government action or travel restrictions, strikes, utility or infrastructure failures, or acts of terrorism. If such an event affects your Booking, we will contact you and, where the stay cannot reasonably go ahead, offer you alternative dates or a refund of amounts paid for the affected period, in line with Section 7.4 and your mandatory legal rights.
17. Governing law and jurisdiction
17.1 These Terms and any Booking are governed by the laws of Denmark.
17.2 Any dispute will be subject to the jurisdiction of the Danish courts. If you are a consumer, this does not deprive you of the protection of mandatory consumer-law provisions of the country in which you are habitually resident, and you may bring proceedings in the courts of your country of residence where applicable law so provides.
18. Changes to these Terms
We may update these Terms from time to time, for example to reflect changes in law or our practices. The version in force when you make your Booking applies to that Booking. The current version is always available on our website, with the “last updated” date shown above.
19. General
19.1 Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full effect.
19.2 Entire agreement. These Terms, together with your booking confirmation, the relevant Property listing and our Privacy Policy, make up the entire agreement between you and us regarding your Booking.
19.3 No waiver. If we do not enforce a right under these Terms on one occasion, that does not prevent us from enforcing it later.
20. Contact
Best Stay Copenhagen ApS
Degnemose Allé 22A, 2700 Brønshøj, Denmark
CVR no.: 32355927
Email: bm@beststaycopenhagen.com
Telephone: +45 26 70 04 43
Office hours: Monday–Friday, 09:00–17:00 CET
Thank you for choosing Best Stay Copenhagen. We look forward to welcoming you.
