Holiday Club customer service

The easiest way to make a new reservation is through our online store.

• Select your desired destination
• Choose the dates you wish to stay
• Add the correct number of guests
• Enter any promotional code if applicable
• Choose the best accommodation for your holiday
• Enhance your stay with additional services
• Fill in your details, review the terms and conditions, and pay immediately or at the destination, depending on the reservation.

You will receive a confirmation of your reservation via email.

If you are unable to make a reservation through the online store, please contact our customer service.

The possibility of changes or cancellations depends on the destination, payment method, or any applicable promotions.

Hotel rooms: A reservation that is paid at the destination can be canceled free of charge up to 18:00 on the day of arrival.

Cancellations can be made via the link found in the booking confirmation for online store reservations, or otherwise by calling or using the cancellation form.

Prepaid reservations cannot be canceled or transferred.

Holiday apartments: A reservation can be canceled free of charge up to 14 days before the start of the booking using the form or by contacting our customer service.

The advance payment confirms the reservation, and the room is automatically held for a late arrival. The booking date can be changed once by calling customer service no later than 48 hours before the reservation begins. The reservation cannot be canceled. If the customer does not show up, the advance payment will not be refunded.

We recommend travel insurance to cover any unexpected situations.

There may be promotional exceptions to the change and cancellation conditions.

Read more about cancellations and booking terms and conditions

You can pay in the online store with a debit or credit card (Visa, Mastercard, American Express), Mobile Pay, Klarna, or an online bank payment.

You can pay for hotel room reservations either online or at the hotel reception upon arrival. Holiday apartments are always paid at the time of booking.

With a gift card, you can make a booking in the online store, if your gift card includes a campaign code and you are booking a hotel room. Holiday apartments cannot be booked through the online store with a gift card.

If you have a value gift card without a campaign code, and you are booking a hotel room, use the campaign code LAHJAKORTTI when booking. When booking with a value gift card, the total amount of your reservation will be displayed, and you can pay it entirely or partially with the gift card.

The gift card will only be charged upon check-in. Please note that the gift card must be valid at the start of your accommodation.

Some campaigns may have restrictions that affect the available payment methods.

An apartment change may occur during your holiday if your original apartment is not available for the entire duration of your stay. In that situation, we will move you to another similar holiday apartment. 

We aim to avoid changes whenever possible. However, if a change is necessary, we will inform you before your holiday begins. Our goal is to make any transition as smooth and stress-free as possible, so your holiday experience remains uninterrupted.

This depends on availability and the location. You can inquire about it at the hotel reception.

The standard check-in time is shown on your booking confirmation. You can also find check-in times and reception contact details on the location pages.

Yes, you can pay for the water park, day spa and activities using Epassi and Smartum exercise and culture vouchers at the reception and customer service points of the locations. Epassi and Smartum cannot be used for payments in the online store.

Breakfast is included in the price of the hotel rooms.

Guests staying in holiday apartments located at resorts can purchase a hotel breakfast for an additional fee. Breakfast is not available at our other holiday apartment locations.

You can purchase breakfast for the best price either during the booking process for your entire stay or at the resort. 

You can purchase access to the water park/pool area for your entire stay during the booking process for an additional fee for the days you prefer. The accommodation price does not include access to the water park or pool area.

Our locations with a water park or swimming pool area are Katinkulta, Saimaan Rauha, Turku's Caribia, Tampere's Kehräämö, Kuusamo's Tropiikki, Saariselkä, and Salla. A water park and sauna world is still being planned for Vierumäki.

Please note that if you book a spa holiday through another booking site (e.g., Booking.com), the inclusion of the water park/pool area in the booking price may vary.

Parking is subject to a fee at some of our locations. For more details, please see the location pages.

Some of our locations have electric vehicle charging points. For more details, please see the location pages or inquire directly at the location about charging options.

• The pillows and duvets we use are primarily microfiber-filled, fire-safe products designed for hotel use. Microfiber is hypoallergenic and maintains cleanliness well. 
• The pillows and duvets in the holiday apartments are the same kind as the ones in the hotels and the Villas. 

We do not have separate allergy rooms at our locations, nor can we offer special allergy cleaning services. Only pet-free rooms are available. 

Breakfast

• The breakfast offers a variety of options for lactose-free diets.
• The selection also includes gluten-free and vegan options. There is a dedicated gluten-free section in all of our breakfast restaurants, with its own margarine, bread, and sweet products. There's also warmed up gluten-free options.
• For those following a vegan diet, our hotels always offer plant-based milk drinks, yogurt, and plant-based deli meats and cheese-like products.

Other meals

• Restaurants always offer vegan, lactose-free, dairy-free, and gluten-free meals.
• In addition, the restaurants are able to accommodate almost all diets and allergies quite well.

• Unfortunately, bringing your own hot tub is not allowed.

• Camping in motorhomes or trailers on the resort grounds is prohibited.

With a Holiday Club gift card, you can easily book a hotel accommodation from our online store using the campaign code, that's visible on the gift card. 

• Write the campaign code that's visible on the gift card in the campaign code field, when making a search in the online store.

• Select your preferred accommodation and additional services, then proceed to book.

• Enter the gift card number (19 digits) in the designated field when filling out your contact details.

• Remember to bring the gift card with you on your holiday.

Note! There may be restrictions on using the gift card for campaign-priced accommodations.

For bookings of holiday apartments and gift cards without a campaign code, you can make reservations through our customer service.

When booking an accommodation with a gift card, use the campaign code GIFT CARD when booking, which should be entered in the designated field during the search process.

• Select your preferred accommodation and additional services, then proceed to book.
• When making a reservation with a gift card, the total amount will be displayed, which you can pay for entirely or partially with the gift card.
• Enter the gift card number (19 digits) in the designated field when filling out your contact details.
• Remember to bring the gift card with you on your holiday.

Bookings for holiday apartments and gift cards without a campaign code can only be made through our customer service.

Note! There may be restrictions on using the gift card for campaign-priced accommodations.

You have received a gift card in PDF format

• In the PDF file, you will find your gift card, the booking code under "CAMPAIGN CODE:", and the validity of the gift card.
• Make a note of the campaign code and the 19-digit gift card code. You will need both to book with the gift card.

You have received the gift card via email / text message

• The email and text message contains a link and a login code (e.g., lmojxkuO).
• Copy the login code and click the login link.
• Enter the password in the designated field and click "View your gift card."
• On the page, you will find your gift card, the remaining balance on the gift card, the booking code under "CAMPAIGN CODE:", and the validity of the gift card.
• Make a note of the campaign code and the 19-digit gift card code. You will need both to book with the gift card.

Bookings for holiday apartments and gift cards without a campaign code can be made through our customer service.

You can use a Holiday Club gift card as a payment method for the restaurants, activities, and spa treatments at our resort locations.

Our resort locations include Turku Caribia, Katinkulta, Kuusamo Tropiikki, Saariselkä, Saimaan Rauha, Tampere Kehräämö, and Vierumäki.

For more information about the diverse services at our locations, visit the location pages.

We recommend booking spa treatments in advance, either online or directly at the location.

If you'd like, you can extend your holiday or upgrade your room category when booking with a gift card, depending on availability.

For information on availability and pricing, please contact our customer service.

You can conveniently purchase a Holiday Club gift card from our gift card store, from our resorts, or at R-kiosks (only value gift cards available).

Digital gift card

• You can add a personalized message for the recipient on the digital gift card.
• You can send the gift card directly to the recipient or have it sent to your own email address.
• If you plan to forward the card to the recipient later, enter your own email address and phone number in the recipient's form.

The digital gift card will be sent to your chosen email address immediately after purchase, along with login instructions for the actual gift card.

You can also print out the gift card yourself (following the instructions in the email) and hand the printed gift card to the recipient.

Physical gift card

• You can order a physical gift card from our online store, and it will be mailed to you or the recipient within 1-3 business days.
• Please note that deliveries may be affected during Christmas and other peak seasons.
• Holiday Club is not responsible for delays caused by postal services. Physical cards are only delivered within Finland.
• The recipient's name will not be printed on plastic gift cards.

Except for value gift cards, the recipient will not see the purchase price of the gift card. The gift card is not personalized.

Remember your staff, customers, or business partners with a Holiday Club gift card. A holiday is always a well-received gift!

You can only order one card at a time from our gift card store. If you are ordering more than 10 cards, please check out our corporate gift cards.

Learn more about corporate gift cards and order a truly appreciated gift!

The Gift Card includes, depending on the product:

• 1 night, hotel stay for two in a standard double room
• 2 nights, hotel stay for two in a standard double room
• 1 night, hotel stay for a family (2 adults + 1–2 children) in a standard family room
• 2 nights, hotel stay for a family (2 adults + 1–2 children) in a standard family room

All of the above include breakfast and free access to the water park. Explore all gift card options in our gift card store.

At Turku Caribia and Vierumäki, the family room accommodates 2 adults + 1 child (4–14 years old). In these locations, a child under 3 years old can also stay as the second child.

Please note that rooms with gift cards are available in limited quantities.

You can find the details of your gift card in the accompanying information (digital or paper version).

• The gift card is valid at all Holiday Club locations in Finland. Spa gift cards are valid only at resort locations. Our resort locations are Turku Caribia, Katinkulta, Kuusamo Tropiikki, Saariselkä, Saimaan Rauha, Tampereen Kehräämö, and Vierumäki.
• The gift card must be valid at the start of your stay, and it will be charged upon arrival at the location. For reservations made by phone, the charge can be made at the time of booking.
• Please note that spa holiday gift card reservations have limited availability, and not all discounted accommodations can be paid for with a gift card.
• The gift card is valid for 12 months from the date of purchase. Please note that the gift card must be valid at the start of your stay.
• The validity of the gift card cannot be extended, nor can additional value be loaded onto the card.
• The gift card is not personal.
• The gift card cannot be exchanged for cash.
• Lost or stolen gift cards will not be replaced.
• Gift card purchases have a 14-day return policy.
• The customer is responsible for ensuring that the gift card is with them.
• Holiday Club is not responsible for any delays caused by postal delivery for gift cards sent by mail.

Our customer service number 0300 870 900 is a paid service, costing €0.60/min, with a maximum charge of €3 + local/mobile network charges. Please note that waiting times are also charged.

For owners, the number 0300 870 922 is free of charge, excluding local/mobile network charges.

Note: "PVM" refers to the local network charge, and "MPM" refers to the mobile network charge. The cost is determined by your phone operator and your calling plan. Please check with your provider for the specific rates.

If you have left a call request to our customer service, we will call you back as soon as possible, either the same day or at the latest, the next business day.

If your matter requires a response within the same day, we recommend waiting on the phone for a customer service representative to become available.

If your matter is not urgent, you can contact us using the customer service form.

For urgent matters, please contact us by phone.

If you forget items such as your phone charger or other belongings in your hotel room or holiday apartment, you can inquire about them directly from Lost & Found Oy. We do not store or mail forgotten items from hotel locations, but instead direct them to Lost & Found.