In order to ensure the correct procedure when dealing with complaints about deficiencies in the services provided in Private accommodation - object in apartments Apartmny Tatra Relax, Tatranská 26, 05991 Veľký Slavkov, on the basis of Act No. 634/1992Coll. as amended by later regulations and Act No. 40/1964Coll. of the Civil Code, as amended, issues the following complaints procedure:
Article 1 Basic provisions
The provision of services is governed by the provisions of Part VIII. Civil Code No. 40/1964 Coll. in the wording of later amendments and additions that amend and supplement them and the regulations issued for its implementation.
Article 2 The customer's right to complain
In the event that the customer is provided with services of a lower quality or of a lower scope than was previously agreed upon in the Apartmany Tatra Relax, the customer has the right to make a complaint.
Article 3 Claim application
If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a potential complaint immediately, without unnecessary delay, with the reception staff. In order to speed up the processing of complaints, it is expedient for the customer to submit documents about the provision of the service (copy of the order, invoice, proof of payment, etc.) when making a complaint, if such a document is available. The right to complain about deficiencies in the accommodation will expire if it has not been exercised before the client's departure. The reception worker rather records the complaint with the objective circumstances of the complaint. The responsible manager of the accommodation or the receptionist is obliged, after a careful examination, to decide on the method of handling the complaint immediately or, in more complex cases, inform the customer of the deadline for handling the complaint, which must not be longer than 30 days.
Article 4 Defects that can be removed
Accommodation services. The customer has the right to demand free, proper and timely removal of defects, i.e. replacement of defective or addition of minor equipment of the apartment.
Article 5 Unremovable errors
If it is not possible to eliminate technical errors in the apartment assigned to the customer (failure of the heating system, weak water pressure, lack of hot water, failure in the power input, etc.), and if the private accommodation cannot offer the customer another alternative accommodation and the apartment will be despite these shortcomings provided to the customer, the customer has the right to: – a reasonable discount from the basic price of the valid price list – cancellation of a confirmed order or contract before the overnight stay and for a refund for unused nights - in the event that a unilateral decision of the operation results in a major change in the accommodation compared to the agreement and the customer does not agree to alternative accommodation, he also has the right to cancel the order or contract before the overnight stay and return the money.
Article 6 Deadlines for making claims
The customer is obliged to personally participate in handling the complaint, he is obliged to provide objective information regarding the service provided. If required by the nature of things, the customer must allow the staff of the accommodation in private access to the space rented to him as temporary accommodation, so that it is possible to verify the justification of the complaint.
Article 7 Terms of payment
The customer is obliged to pay the price for the accommodation and related services within the terms specified in these regulations. The customer pays 100% of the payment or an advance payment before starting the stay in the amount of 50% of the price of the ordered services based on the reservation confirmation and credited to the provider's account within two days of issuing the document. Failure to pay the deposit is considered a cancellation of the reservation. The customer pays the balance of the price of the stay with a transfer order due 3 days before the start of the stay, or in cash at the latest when registering for the stay. The payment terms can be individually agreed differently in writing.
Article 8 Cancellation fees
Cancellation fee means the agreed contractual penalty. Cancellation of pre-arranged ordered services - accommodation: In case of cancellation of the reservation or its part: 0-30 days (inclusive) before the start of the stay, there is a cancellation fee of 100% of the reservation price. 31 days or more before the start of the stay, the cancellation fee is 0% of the reservation price. with the exception of circumstances of force majeure. Cancellation of the reservation, order or part of it is carried out by written notification to the provider. Cancellation also applies if the customer has not notified the cancellation of the reservation, order or part thereof and the ordered service has not been used up on the date of the stay.
Article 9 Final provision
This complaint procedure takes effect on 26th of Dec 2023