1.1 These terms and conditions apply to all contracts for the temporary provision of apartments for accommodation purposes, including related ancillary services, between Cruwzo Operations GmbH, Cruwzo Libertas GmbH, Prinz Immobilienwerte GmbH and apart21 GmbH (hereinafter collectively referred to as the „Cruwzo Group“) and the guest.
1.2 Any terms and conditions that deviate from the guest's terms and conditions will only become part of the contract if the Cruwzo Group has confirmed this in writing beforehand.
1.3 „Apartment category“ refers to a performance/equipment group; a claim to a specific unit exists only upon explicit confirmation.
2.1 By making a booking, the guest submits a binding offer to conclude an accommodation contract. The contract only comes into effect upon written or electronic booking confirmation from the Cruwzo Group.
2.2 Information regarding prices, availability, or apartment categories is subject to change without notice and is non-binding. The Cruwzo Group reserves the right to refuse to enter into a contract at its reasonable discretion.
2.3 If only an apartment category is booked, there is no entitlement to the provision of a specific apartment or accommodation unit.
2.4 No right of withdrawal: For contracts concerning accommodation services, there is no right of withdrawal in distance selling (§ 312g para. 2 no. 9 BGB).
3.1 The gross prices displayed at the time of booking apply. All payments must be made digitally and in full in advance. No additional payments, fees, or charges will be levied on site. Local taxes and charges payable by the guest (e.g., tourist tax), if applicable, will also be collected digitally and in advance and must be paid in full by the guest during the booking and payment process.
3.2 Price changes: If tax or fee rates change after the conclusion of the contract, or if new public charges are introduced, the Cruwzo Group is entitled to adjust the prices accordingly. For consumer contracts, this only applies if more than four months have passed between the booking confirmation and the price adjustment.
4.1 The price of the booked accommodation must be paid in full in advance.
4.2 Acceptable payment methods: Mastercard, Visa, American Express, Klarna/SOFORT, PayPal and bank transfer. Cash payments are not accepted.
4.3 Additional charges: The Cruwzo Group is entitled to charge the payment method deposited by the guest for incidental costs, expenses caused in breach of contract, and flat-rate damage or cleaning costs.
4.4 A set-off by the guest is only permissible with undisputed or legally established claims.
4.5 Invoices are provided to guests digitally via download link or email. Postal delivery is available upon request; however, delivery may be delayed due to organizational reasons.
5.1 Cancellations are subject to the cancellation policy stated at the time of booking. If a free cancellation is no longer possible and the Cruwzo Group does not agree to a contract termination, the right to payment remains. Any expenses saved and income from a potential alternative rental will be credited.
5.2 If the guest does not arrive on the arrival date and does not inform the Cruwzo group or the host in advance, the booking will be considered a no-show. In this case, the guest owes 100 % of the agreed total price of the reservation. No refund will be issued. The guest is not entitled to prove a lesser loss, as this is a bindingly guaranteed booking.
5.3 Multi-day guaranteed reservations: If the guest does not arrive on the first booked day, they forfeit their right to all further nights of the reservation. The entire booking is considered a no-show; there is no entitlement to use the reservation or receive a refund.
5.4 Same-day bookings: For bookings received after 1 p.m., payment in accordance with section 4 is due immediately, usually within one hour.
6.1 The apartment is available to the guest during the confirmed period (rule: check-in from 3:00 pm, check-out until 10:00 am).
6.2 Keys, keycards, transponders, codes, or parking permits ("key media") must be returned or deposited on the day of departure according to the instructions of the host or the Cruwzo Group. The type of key media issued may vary depending on the locking system of the respective building. In case of loss or failure to return a key media, the actual damage must be compensated, but at least €50. Both parties reserve the right to prove a higher or lower amount of damage.
6.3 Early check-in and late check-out are only possible with the prior consent of the host – represented by the Cruwzo Group – and subject to availability. The following fixed rates apply:
Early check-in and late check-out are not possible without explicit consent. Unauthorized exceeding of the check-out time or failure to vacate the apartment may result in a flat-rate penalty of €250 being charged by the host – represented by the Cruwzo Group.
6.4 There is no legal entitlement to early check-in or late check-out.
7.1 The resale, subletting, or subletting of booked units is prohibited. The same applies to the assignment or sale of claims against the Cruwzo Group.
7.2 The apartment may only be used for accommodation purposes. Commercial, illegal, or photo/video production uses are only permitted with the prior express consent of the Cruwzo Group.
7.3 In case of violations, the Cruwzo Group is entitled to cancel the booking or terminate the contract without notice and to exercise its right to control access to the premises.
8.1 Quiet hours are from 10:00 PM to 6:00 AM, unless otherwise stipulated by site-specific house rules.
8.2 Parties and gatherings are prohibited in the apartments and in all common areas.
8.3 All apartments are non-smoking. Smoking is prohibited in apartments and common areas, including e-cigarettes, hookahs, and heated tobacco products. Smoking is only permitted on balconies and terraces if explicitly designated and provided the apartment door remains closed.
8.4 In case of violations of the smoking bans, noise regulations or other rules of conduct, the host – represented by the Cruwzo Group – may demand liquidated damages:
Further claims remain reserved. The applicable house rules and supplementary regulations are set out in the host's house rules.
Link to the house rules
8.5 Tampering with or blocking safety or fire protection equipment (e.g., emergency exits, fire extinguishers, alarm systems) is prohibited. In case of violations, the host – represented by the Cruwzo Group – may impose a fixed contractual penalty. Further details can also be found in the house rules.
8.6 Video surveillance systems may be used in common areas, and decibel sensors (without voice recording) may be used in individual units or hallways. This will be indicated on-site and in the data protection information.
8.7 To enforce the house rules, the Cruwzo Group may hire a security service. Any necessary intervention costs will be borne by the person responsible.
9.1 Pets are generally not allowed in the apartments or common areas. Assistance and service dogs may be brought along free of charge upon presentation of appropriate documentation. This documentation must be shown before check-in.
9.2 Exceptions to the no-pets policy require prior approval from the Cruwzo Group. A special cleaning fee may be charged for unauthorized pets. Furthermore, termination of the contract for good cause is possible. The guest reserves the right to prove that the actual damages incurred were less.
10.1 The guest is obliged to treat the apartment and all facilities with care, to ensure adequate ventilation and heating, and to avoid gross soiling.
10.2 Additional cleaning: In case of excessive or non-contractual soiling, an additional cleaning fee of at least €150 may be charged; the exact amount depends on the actual condition. The guest reserves the right to prove that the damage was less.
10.3 Damages: The guest is liable for the full amount of any damages exceeding normal wear and tear. In addition, the Cruwzo Group may charge a processing fee of €60. All damages must be reported immediately.
10.4 Interim cleaning: For stays longer than 14 nights, the Cruwzo Group may perform a weekly interim cleaning. Access to the apartment must be granted to the staff assigned for this purpose.
11.1 To secure all contractual claims, the Cruwzo Group may require a security deposit before handing over the apartment:
11.2 If the security deposit is not paid within a reasonable grace period, the Cruwzo Group is entitled to terminate the accommodation contract without notice. The deposit will be settled no later than one month after the termination of the contractual relationship.
12.1 To ensure communication, the Cruwzo Group collects the guest's email address and telephone number. For identity verification, a valid identification document may be required (national identity card or passport for domestic guests, passport for foreign guests). Payment details may also be used for verification purposes.
12.2 To prevent fraud, the Cruwzo Group uses automated risk assessments and fraud prevention scores. Bookings deemed suspicious during these assessments may be rejected or canceled.
13.1 The Cruwzo Group provides guests with internet access within the scope of existing technical and operational possibilities. Interruptions due to maintenance work, technical malfunctions, or force majeure cannot be ruled out.
13.2 Misuse of the internet connection is prohibited. This includes, in particular, peer-to-peer file sharing, access to illegal streaming services, and the posting, retrieval, or transmission of illegal content. The guest shall indemnify the Cruwzo Group upon first demand, in a reasonable amount, against all third-party claims arising from the unlawful use of the connection by the guest or by third parties attributable to the guest.
13.3 Access data for internet access must not be shared or published. In case of violations, the Cruwzo Group is entitled to temporarily or permanently block access.
14.1 The Cruwzo Group is liable without limitation for damages resulting from injury to life, body or health, as well as for damages based on intentional or grossly negligent conduct.
14.2 In cases of simple negligence, the Cruwzo Group is liable only for breaches of essential contractual obligations (cardinal obligations). In these cases, liability is limited to the foreseeable damages typical for this type of contract. This also applies to the liability of its legal representatives and agents.
14.3 Further claims remain unaffected, in particular those under the Product Liability Act.
14.4 The guest is obliged to report defects immediately and to contribute to mitigating damages to the extent reasonable.
15.1 The Cruwzo Group is liable for items brought onto the premises in accordance with statutory regulations. Guests must report any loss, destruction, or damage immediately upon discovery, unless the delayed report is exceptionally irrelevant.
15.2 For money and valuables worth more than €800, as well as for other items worth more than €3,500, a separate written agreement with the Cruwzo Group is required before delivery.
16.1 The provision of an outdoor or underground parking space does not constitute a bailment agreement. The Cruwzo Group has no duty to monitor the parking space.
16.2 The Cruwzo Group is only liable for damage to parked or maneuvered vehicles in cases of intent or gross negligence. Damage must be reported immediately, and in any case before leaving the parking facility.
16.3 The rules of the road apply throughout the entire premises. The driver confirms that they have a valid driver's license and legally required insurance coverage.
17.1 Lost and found items are kept by the Cruwzo Group for a period of three months. Upon request, they will be sent to the guest upon reimbursement of shipping costs and a handling fee of €20.
17.2 Contractual claims against the Cruwzo Group generally become time-barred within 12 months from the statutory commencement of the limitation period. This excludes claims for injury to life, body or health, claims based on intent or gross negligence, and claims arising from the breach of essential contractual obligations (cardinal obligations).
18.1 The Cruwzo Group is entitled to terminate the accommodation contract without notice for good cause. Good cause exists in particular in the following cases:
18.2 In the case of a justified termination without notice, there is no entitlement to compensation. Existing or future bookings of the guest may be cancelled or refused.
19.1 Separate payment and cancellation conditions apply to group bookings of five units or more, as well as to quota agreements; these will be specified in the respective offer or contract.
19.2 Different cancellation policies, minimum stay requirements, deposits, or other restrictions may apply during events and trade fairs. These will be displayed during the booking process and in the booking confirmation.
20.1 Vouchers are redeemable exclusively for services offered by the Cruwzo Group. Remaining balances will be valid until the end of the statutory limitation period. Cash payment or transfer of the voucher is not permitted.
20.2 Cancellation policy (only for voucher purchases via distance selling): Consumers may cancel their contractual declaration within 14 days without giving reasons. The period begins upon receipt of the voucher and this cancellation policy in written form. Timely dispatch of the cancellation notice or return of the voucher is sufficient to meet the deadline.
The cancellation notice should be sent to:
Cruwzo Group
[Insert address]
[Insert email address]
21.1 The provided chat and assistance functions are solely for informational and support purposes and are not legally binding. They have no legal effect. Only the booking confirmation, these terms and conditions, and individual agreements are legally binding.
21.2 The input or transmission of impermissible content (e.g., offensive, unlawful, discriminatory) is prohibited.
21.3 The processing of data generated during use is carried out in accordance with the data protection information of the Cruwzo Group.
The privacy policy of the Cruwzo Group applies (available at
booking.cruwzo.com/agb-gaeste).
Dort finden sich auch alle relevanten Informationen zur Videoüberwachung, zum Einsatz von Dezibelsensorik sowie zur Verarbeitung personenbezogener Daten im Rahmen des Aufenthalts.
23.1 Amendments and additions to the accommodation contract, the acceptance declaration, or these terms and conditions must be in writing. This also applies to the cancellation of this written form requirement.
23.2 The place of performance and payment is the headquarters of the Cruwzo Group.
23.3 The place of jurisdiction for commercial transactions is – to the extent legally permissible – the registered office of the Cruwzo Group. For consumers, the statutory place of jurisdiction applies.
23.4 German law applies. The application of the UN Convention on Contracts for the International Sale of Goods (CISG) and private international law (conflict of laws) is excluded.
23.5 Severability clause: The invalidity of individual provisions does not affect the validity of the remaining provisions.
23.6 The Cruwzo Group is neither obligated nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
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