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Activity Park Hotel Skalka    Hotel    Return policy

Hotel

Return policy

Article 1

Fundamental provisions
The Skalka Hotel provides services according to the regulations stated in the Civil Code Nr. 40/1964 of the Statute Book, Part VIII, as subsequently amended, and the enactments made for its execution.

Article 2

The customer’s right to complaint
In case a guest at the Skalka Hotel is provided with services of lesser quality or to a lesser extent than is contracted or usual, the guest has the right to file a complaint.

Article 3

Filing the complaint
If the client finds out about things or facts that could be subject to complaint, they are obligated to file a complaint at their earliest convenience to the hotel manager or to another employee in charge of the section where the service has been provided. For the handling of the complaint to proceed quickly, it is necessary that, if possible, the client provides the relevant documents about the provided service (copy of the reservation, invoice, etc.) along with the complaint. Depending on the nature of the complaint, the client might be required to also submit the object that is the cause of their dissatisfaction. The hotel manager or the employee in charge is obligated to register the client’s complaint, using the complaint record, where they state all the objective facts that brought about the complaint. The manager or the employee authorized by the manager must examine the complaint properly and draw a conclusion immediately after it is filed. If the complaint is more complicated, it may take up to 3 days to resolve the complaint.

Article 4

Removable defects

1. Boarding services
If the quality, weight, temperature, portion or price of the food is not the same as stated in the contract, the client's complaints are to be dealt with free-of-charge, properly and on time. In this case, the complaint is to be filed by the client before the first taste of the food or the beverage in question, eventually after tasting it (given that no more than ¼ of the portion can be consumed if the complaint is to be accepted), depending on what the client is unsatisfied with.

2. Lodging services
Concerning lodging, all of the client's complaints are to be dealt with free-of-charge, properly and on time. Such complaints are for example exchange or completion of the room’s small equipment within the scope of the Ministry of Economy’s Regulation No. 125/1995 of the Statute Book.

3. Massages and spa treatments
In the spa section of the hotel, all of the client's complaints are to be dealt with free-of-charge, properly and on time. The client reports his complaints to the manager in charge or to the staff of the spa centre.

Article 5

Non-removable defects

1. Boarding services
In case the cause of the client’s complaint cannot be removed from the meal or the beverage, the customer is entitled to have the meal or the beverage replaced, or to receive a full refund.

2. Lodging services
In case the cause of the client’s complaint about the technical equipment of the hotel room cannot be removed (e.g. heating/hot water dysfunction or other technical malfunctions), and if the hotel is unable to provide the client with a substitute lodging, or to move the client to another room and the room will be, despite all these imperfections, still rented to the client, the client has the right:

  • to get a proportionate price discount according to the current price list
  • to cancel the confirmed reservation or contract before spending the night and to get a refund
  • in case a unilateral decision is made on the part of the hotel, which leads to a serious change in the client’s accommodation, as compared to the confirmed accommodation stated in the contract, and if the client does not agree with the substitute lodging, the client also has the right to cancel the confirmed reservation or contract before spending the night and to get a refund


3. Massages and spa treatments
In case the hotel is unable to rectify the issue the client is complaining about, the client has the right to receive a proportionate discount of the provided services, or to get a refund if the hotel is unable to solve the issue. In case the client accepts the provided service and files a complaint only after the service had already been provided, the complaint will not be accepted by the hotel.

Article 6

Time limits for complaints
The client must personally take part in the handling of the complaint. They must provide objective information about the provided service. If need be, the client must give the hotel staff access to the substitute room, so that the staff members are able to determine whether the complaint is warranted.

Article 7

Final provision
This return policy comes into effect on January 1st, 2014.

Emília Duračinská
hotel manager