Terms and conditions

CERQA provides the software. The hotel is responsible for the services it advertises and sells through the platform: room service, shop items, laundry, amenities, table bookings and anything else it lists. A contract for those services is between the guest and the hotel, not with CERQA.

• Guests access the platform by scanning the room QR code or opening the link in their welcome email, then entering their room number and the 6-digit access code. The code is personal to the stay and expires at checkout.
• Staff accounts are created by the hotel from the dashboard. Staff may not share credentials, and hotels are responsible for revoking access when someone leaves.
• You must keep access codes and passwords confidential and tell the hotel immediately if you suspect misuse.

• Prices, availability, opening hours and time windows are set by the hotel and shown in the platform at the moment of ordering.
• An order is a request to the hotel; it is confirmed when the hotel accepts it. The hotel may decline or adjust an order when an item is unavailable.
• Cancellation windows are defined per service by the hotel and shown before you confirm.
• Charges are settled through the hotel's own systems and appear on the folio the hotel issues at checkout. CERQA does not take card details.

Excursions and activities offered through partners such as GetYourGuide are booked on the partner's own site under the partner's terms. CERQA and the hotel are not the providers of those experiences.

• Do not use the platform unlawfully, to harass staff or other guests, or to send abusive, discriminatory or illegal content in chats and community posts.
• Do not attempt to access another guest's stay, another hotel's data, or any part of the system you are not authorised to use.
• Do not scrape, reverse-engineer or resell the platform or its content.
• Hotels may moderate and remove content posted on their internal feeds and community pages.

The concierge assistant and message translation are automated. They can be wrong. Anything that matters — allergies, medical needs, prices, accessibility, transport times — should be confirmed with the hotel before you rely on it.

We work to keep the platform available, but it can be interrupted for maintenance, upgrades or reasons outside our control, including failures at the hotel's property management system or internet provider. Planned maintenance is scheduled outside peak hours where possible.

Personal data is processed as described in our privacy policy. The hotel is the data controller and CERQA acts as processor under a data processing agreement.

CERQA is liable for the operation of the software. It is not liable for the quality, safety or delivery of the services the hotel or a third-party partner provides. To the extent permitted by law, we exclude liability for indirect and consequential loss. Nothing here limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

We may update these terms. Material changes are communicated to subscribing hotels in advance, and the date at the top of this page always shows the current version.

These terms are governed by the law of the country in which the contracting CERQA entity is established, without prejudice to the mandatory consumer protections of the guest's country of residence.

Questions: hello@cerqa.de. Privacy matters: privacidad@cerqa.de.