Accommodation rules

COMPLAINT RULE AND ACCOMMODATION RULE

Complaints Procedure

Pension Karolínka and Mlýn Karolínka, registered office Náměstí 55 and Mlýnská 57, Vranov nad Dyjí 661 03,

Operator: Vladimír Röss DiS., Citonice 186, 671 01 ID: 68655436, DIČ: CZ7603154603, registered in the trade register EV no. 371301-25346 Znojmo Trade Office from June 1, 2011

Subject
- These complaints regulations are regulated in accordance with applicable legal regulations, in particular Act No. 89/2012 Coll., Civil Code, as amended (hereinafter referred to as the "Civil Code"), and Act No. 634/1992 Coll., on consumer protection, as amended (hereinafter referred to as the "Consumer Protection Act"), the scope, conditions and method of exercising the customer's rights from defective performance resulting from liability for defects in the stay, individual services provided or goods sold and their handling (hereinafter also referred to as "complaint").
Applying a complaint
- In the case of defectively provided services or services that were demonstrably ordered and confirmed but not provided, the customer has the right to claim. The customer applies the rights from defective performance in the office at the reception.
- The customer is obliged to point out a defect in the services provided in a timely manner, without unnecessary delay, if possible at the place of service provision. If the customer does not point out a defect in the services provided without undue delay, the claim cannot be accepted. Pointing out a defect without delay (filing a complaint) on the spot will enable the defect to be removed immediately, while with the passage of time, the proof and objectivity of the assessment, and thus the possibility of proper handling of the complaint, become more difficult.
- If the rights from liability for defects are not exercised within 24 hours from the day of service provision at the latest, they will expire. A meal can only be claimed before it is consumed. When making a complaint about the services provided, the guest must always prove that the subject of the complaint is related to a specific error by the operator.
- When making a complaint, the customer is obliged to state the name, surname, permanent residence, what is the content of the complaint, to justify his complaint and, if possible, to document the subject of the complaint with factual evidence; at the same time, it is recommended to submit an order or invoice, which will facilitate the handling of the complaint. Protocol, or the confirmation of receipt of the complaint is signed by the hotel representative and the customer, who by signing agrees with its content.
- The client loses the right to a price discount if he makes a complaint about a service defect only after partial or full use of the services.
Complaint processing
- The facility is obliged to issue a written confirmation to the customer of when the customer made the complaint, what the content of the complaint is, as well as confirmation of the date and method of handling the complaint, or a written justification for rejecting the complaint.
- If the client asserts a right from defective performance related to services that are provided to him or that have already been provided to him, the management of the facility or an authorized employee is obliged to decide on the complaint immediately after the necessary examination of the factual and legal circumstances, in complex cases within three work days. This time does not include the time required for a professional assessment of the defect. The complaint must be handled without undue delay, no later than 30 days after the customer claims, unless a longer period has been agreed with the customer.
Customer cooperation in handling complaints
- The customer is obliged to provide the necessary cooperation to settle the complaint, in particular to provide information, submit documents proving the factual situation, present the claimed goods, specify their requirements as to the reason and amount, etc. If the nature of the matter requires it, the customer must allow the authorized employee access to the space that was provided to him for accommodation, etc., so that they can be convinced of the validity of the claim.
Methods of settlement of complaints
- In cases where the complaint is judged to be fully or partially justified, the resolution of the complaint consists in the free removal of the defect in the service or the claimed goods, or in cases where this is possible, also in the provision of a substitute service or exchange of goods. Depending on the extent and duration of the defect, the customer has the right to a reasonable price discount.
- In cases where the complaint is judged to be unfounded, the customer is informed in writing of the reasons for rejecting the complaint.
- In cases where the complaint relates to defects in the guest's room of a technical nature that cannot be removed within the normal time frame, the complaint will be settled by moving the guest to another room.
- In the event that, as part of the complaint procedure, it is found that the contractually agreed and/or otherwise required service was provided in the agreed scope, quality, quantity or level, or was refused by an authorized employee due to reasonable doubts about the guest's state of health, in particular because , that the requested service is not suitable for the guest from a health point of view, which the guest was informed by the employee, the complaint is considered unfounded.
- If circumstances arise, the origin, course and, possibly the result does not depend on the will, activity and procedure of the device or circumstances on the customer's side, on the basis of which the customer does not fully or partially use the services ordered, paid for and secured by the device, the customer is not entitled to a refund of the price paid or a discount on the price.
Final Provisions

6.1. This complaint policy is posted on the website of the Karolínka a Mlýn guesthouse.

ACCOMMODATION ORDER

Babyhotel Karolínka consists of two areas. Pension Karolínka a Mlýn. Both have the same conditions and accommodation regulations. (hereinafter referred to as the "accommodator") is only entitled to accommodate a guest who properly registers. For this purpose, the staff at the reception desk immediately upon arrival presents their identity card or other valid identity card, passport or other travel document within the meaning of Act no. 326/1999 Coll., as amended, on the residence of foreigners in the Czech Republic.
Every guest who is not a citizen of the Czech Republic (a foreigner) is obliged to fill out a stay report form at the reception desk, in accordance with the law on the residence of foreigners in the territory of the Czech Republic as amended, the client is obliged to provide all required information truthfully and completely.
On the basis of the accommodation ordered and confirmed in writing by the accommodation provider, the guest may check in between 2 pm and 6 pm on the day of arrival. Until this time, the accommodation provider reserves the room for the guest, unless there was another request in the order that was confirmed by the accommodation provider.
A guest who requests accommodation before 6 a.m. or insists on accommodation before 10 a.m., he is obliged to pay the full price for the previous night as well, unless the accommodation provider has agreed otherwise with the guest in advance. Accommodation between 10 a.m. and 2 p.m. is possible for an additional fee according to the price list, if the hotel's capacity allows.
The guest will check out their stay no later than 10 a.m. The room will be vacated by this time, unless otherwise agreed individually with the accommodation provider in advance. Based on an agreement at the reception, the accommodation can be extended up to 6 pm for the price indicated in the price list.

The room is considered vacated after the guest has removed all his belongings from the room, handed over the card to the authorized employee at the hotel reception and announced that he is checking out.

The host reserves the right to check the room inventory (furniture, appliances, forgotten items) and the guest's payment and consumption within 1 hour of the room being vacated. Lost and found items are stored at the hotel for a maximum of 1 month. Due to capacity reasons, they cannot be stored any longer. The hotel has no obligation to inform the guest about forgotten items.
The guest is obliged to leave the hotel towels in the room upon departure, if he leaves them in the wellness center it is necessary to report it to the reception. Otherwise, he may be charged for the missing towel.
In the event that the guest requests an extension of the stay, the accommodation provider can offer him a different room in a different price range than the original one. In this case, the guest is not entitled to accommodation in the room in which he was originally accommodated, nor to accommodation in another room, if this is not possible for capacity or operational reasons.
The accommodation provider reserves the right in exceptional cases to offer the guest different accommodation than was originally agreed upon, if it does not differ significantly from the confirmed order.
Before leaving, the guest is obliged to turn off the water taps in the room, turn off the light in the room, close the window in the room with a terrace, lock the door and hand in the room card when checking out at the hotel reception.
The accommodation provider may charge a fee of CZK 150/pc for the loss/defacement of the room card.
The accommodation provider provides services to its guests to the extent they were mutually agreed upon. The guest is obliged to pay for the accommodation and services provided in accordance with the valid price list of the accommodation provider no later than on the day of the end of the stay. The price list for accommodation and other services is available at the hotel reception.
The guest is obliged to adapt the stay in the accommodation and in all its facilities and operations to his current state of health and physical and mental abilities.

Payment for provided accommodation and cancellation fees:

For the accommodation and services provided, the guest is obliged to pay the price in accordance with the valid price list, at the latest on the day of the end of the stay based on the presentation of the bill, together with the accounting of the advances provided by the guest.
The accommodation provider reserves the right to request a deposit of 50% to 100% of the price of accommodation per stay from the guest when booking. The reservation becomes binding for the accommodation facility upon receipt of the advance payment to the accommodation provider's account, unless otherwise agreed.
In the event of shortening the stay or other changes by the guest, the accommodation provider has the right to charge the guest the full amount (100%) of the agreed price for the entire length of the stay.
For weekend stays of less than 2 nights, a surcharge of 30% of the room price may be charged.
The accommodation provider is entitled to charge cancellation fees, and to pay them with a deposit, in the event that the guest cancels his stay reservation in writing, electronically or by phone according to the following conditions:
30-21 days before the planned upon arrival: 50% of the room price for the entire stay
20-0 days before the planned arrival: 100% of the room price for the entire stay
If the guest does not arrive, a cancellation fee of 100% of the price of the stay will be charged.

Damage to property and equipment:

The accommodation provider is responsible for damage caused to things brought in and left by the guest in the accommodation part of the facility in accordance with the generally binding regulations of the Civil Code No. 89/2012 Coll. as amended, especially § 2945 et seq., and these accommodation regulations.
The lodger provides, if necessary, a safe can be used at the hotel reception.
In the event of damage or destruction of the accommodation provider's property, the accommodation provider has the right to compensation. For damage caused to the device, or The guest is responsible for the inventory of the accommodation facility. The guest is also responsible for damage caused by minors for whom he is responsible, as well as for damage caused by persons or animals who are on the premises of the accommodation facility and whose stay was allowed by the guest.
In the event of proven damage to the accommodation provider's property caused by the guest, the guest is obliged to pay compensation for the damage caused.
The host is not responsible for theft or damage to items left in the host's parking lots in motor vehicles. The host recommends guests to ensure that the car is properly locked and secured. He also recommends not leaving personal and valuable items loose in the car. The host is not responsible for damages caused by his guest to third parties. The accommodation provider reserves the right to demand compensation for damage caused to the accommodation provider's property by the guest's vehicle, if this damage is not covered by a third-party insurance policy. The lodger has the right to call the
Police of the Czech Republic.
The lodger is responsible for bicycles stored by arrangement at the reception in the room designated as a bicycle shed. If the guest leaves bikes or sports equipment in the car, or in other places not designated for this purpose, the accommodation provider is not responsible for possible theft or damage.
Laundry of guests: the accommodation provider reserves the right to refuse to treat laundry that is excessively soiled or damaged. The laundry is not responsible for disturbed coloring (ecological colors), buttons or decorative clips damaged during the cleaning process. Compensation for damage or loss caused by the laundry can reach a maximum of five times the price for cleaning or washing said laundry.
The guest is obliged to behave in such a way as to prevent damage to health, property, nature and the environment. The host recommends that the guest check the reason for entering the room before opening the door to strangers and contact the reception immediately if in doubt.
The lodger is not responsible for any damage caused outside the Hotel premises.
Food and beverage sales:

Guests are not allowed to consume alcoholic beverages in the premises of the accommodation facility that were not purchased directly at the accommodation facility. The consumption of alcohol is permitted in the premises of the accommodation facility for persons over the age of 18, and only as part of the drink ticket or wine card of the accommodation provider.
The guest is not entitled to bring in or consume alcoholic beverages or any other food purchased elsewhere than on the accommodation provider's premises. The provision does not apply to rooms equipped with kitchens that allow you to prepare your own food.
The guest is obliged to inform the staff of the accommodation facility of any serious health restrictions, or dietary restrictions and report these restrictions to the reception or the restaurant manager.
The staff is entitled to refuse to serve alcoholic beverages to persons under the age of 18 and to persons who are clearly already under the influence of alcohol.
The lodger provides breakfast, lunch (buffet menu) and dinner in the hotel's restaurant during the time period determined by operation. The guest is not authorized to take out of the restaurant dishes that are part of the buffet breakfasts, lunches or dinners.
Part of both hotels are minibars in the receptions intended after the reception is closed, which the guest can use at his discretion. Prices and services are listed in the price list for the minibar. Minibars are replenished daily by room service. Each consumed or replenished item that is part of the minibar assortment must be written by the guest on the enclosed minibar paper.
In the event of irregularities in the consumption of the minibar, the guest will be charged the amount owed to be paid. Additional complaints regarding the amount of consumption will not be taken into account.
Room service – delivery to the room is charged at 100 CZK for 1 delivery + the price of the ordered item. Room service can be used by guests who have an open account at the hotel. Consumption that is billed to the guest's hotel account must be signed by the guest. Cash payments for room service are only possible in the restaurant or at the hotel reception
during normal opening hours.

Pets:

Dogs and other animals are not allowed in the hotel due to higher hygiene requirements.
Other provisions:

For safety reasons, the host recommends not leaving children under the age of 12 without adult supervision either in the room or in other social areas. For children under 3 years of age, a cot can be prepared in the room by arrangement. Price 200 CZK/stay.
Between 22:00 and 06:00, the guest is obliged to observe the nighttime silence. With the consent of the operator (manager or representative), social events can be organized on the premises of the facility even after 10 p.m., in the premises designated for that purpose.
In case of great interest of hotel guests in the use of additional services such as billiards, bowling, segway, tennis, etc., the accommodation provider reserves the right to limit the use of additional services.
The reception of the hotel, or other social areas of the hotel, is reserved for receiving visits from accommodated guests. In the room where the guest is staying, he may receive visitors only with the consent of the responsible employee or the hotel management between 08:00 and 22:00. legitimizing oneself and proving the justification to request this data) nor allow a visit by a third party of the guest without his consent.
In the room and common areas, the guest may not move the interior equipment, make any changes and modifications to the equipment, interfere with the electrical network or other installations without the consent of the responsible worker or the management.
Guests are not allowed to bring bulky items into the rooms, e.g. sports equipment, bicycles, carts, etc. The guest is informed about the safekeeping of these items at the reception.
Guests are not allowed to use their own electrical appliances in the room. This regulation does not apply to electrical appliances for personal hygiene (shaver, massager, hair dryer, etc.).
Entry to the outdoor pools and whirlpool outside opening hours is prohibited. In case of violation of this prohibition, the accommodation provider is entitled to charge the guest a fine of CZK 2,000 for each proven violation.
Smoking is only allowed in designated outdoor areas with ashtrays. Smoking of tobacco and electronic cigarettes is strictly prohibited in the hotel rooms. In case of violation of this prohibition, the accommodation provider is entitled to charge the guest a fine of CZK 2,000 for each proven violation.
The guest may not carry a weapon or ammunition in the premises of the accommodation facility, or keep them in a condition that allows their immediate use.
The use of any narcotic and psychotropic substances is strictly prohibited in the entire area. The host is entitled to inform the Police of the Czech Republic and immediately cancel the accommodation of a guest who has violated this prohibition, without compensation.
A guest in the hotel premises must not disturb other guests or hotel employees with their behavior, must not be vulgar or aggressive and must not insult anyone or speak inappropriately about anyone. In case of violation of this regulation, the accommodation provider is entitled to expel the guest from the facility and cancel his stay without compensation.
Guests are strictly prohibited from using the wellness center (swimming pool, sauna) under the influence of alcohol and psychotropic substances. The use of mobile phones and cameras is prohibited in the sauna part of the wellness center.
Guest complaints and possible suggestions for improving operations are accepted by the hotel management. The questionnaire is available in hotel rooms.
The space is monitored by a camera system with recording.
Accommodation of guests is governed by Czech law and these accommodation regulations. By staying, the guest accepts the accommodation rules as the contractual terms and conditions of the accommodation and is obliged to comply with its provisions. The guest is obliged to familiarize himself with these accommodation rules, his ignorance will not be taken into account. If the guest does not comply with the accommodation rules, the accommodation provider has the right to withdraw from the provision of accommodation services and withdraw from the accommodation contract before the agreed time has expired. In such a case, the lodger has the right to full payment of the accommodation price. The guest must then leave the hotel
Information about personal data protection:
The guest providing the accommodation provider with their personal data from their documents when providing the accommodation service agrees to the processing and storage of their personal data in the accommodation facility, within the meaning of Act. No. 101/2000 Coll. as amended.
The accommodation provider provides the following information to the accommodated guests:
a. Operator: Vladimír Röss DiS., Citonice 186, 671 01 ID: 68655436, VAT number: CZ7603154603, registered in the trade register EV.č . 371301-25346 Znojmo Trade Office from June 1, 2011
Purpose of business: according to the available extract from the trade register.
c. Service description: the accommodation provider provides accommodation and services related to accommodation for the accommodated guests based on the conditions specified in the booking confirmation.
d. Designation of the member state or member states of the European Union, whose legal regulations will govern the relationship between the accommodated guest and the accommodation provider based on the reservation confirmation: Czech Republic.
e. The language in which the accommodated guest will communicate with the accommodation provider during the stay, and in which he will provide the accommodated guests with contractual terms and other information: Czech language.
f. The accommodation rules are valid and effective from 1.6.2013, the updated regulations are valid and effective from 7.4.2021.