- Article 1 – Basic Provisions
The provision of services is governed by the provisions of Part VIII. of the Civil Code No. 40/1964 Coll., as amended and supplemented by subsequent amendments and regulations issued for its implementation and pursuant to Section 18 of Act No. 250/2007 Coll., on Consumer Protection.
- Article 2 – Customer’s Right to Complaint
In the event that the customer of the V inon svete *** guesthouse is provided with services of lower quality or lower scope than previously agreed or as is customary, the customer has the right to complain.
- Article 3 – Filing a complaint
If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a possible complaint immediately, without undue delay, with the operator of the V inn svetu *** guesthouse or another responsible person. In the interest of the rapid processing of the complaint, it is expedient that the customer submits documents on the provision of the service when filing a complaint (copy of the order, invoice, cash register receipt). If the nature of the service complained of requires it, it is necessary for the customer to also submit the item whose defects he accuses of when filing a complaint. The operator or another responsible employee shall record the customer’s complaint in the complaint protocol, stating the objective circumstances of the complaint. The operator or another authorized employee shall, after careful examination, decide on the method of handling the complaint immediately, or in more complex cases within three days. If the operator or an employee authorized by him does not recognize the complaint as justified, he will immediately forward it with all supporting documents to the owner of the V inom svete *** guesthouse, who is obliged to resolve the complaint immediately, or in more complex cases within three days.
If this is not possible, the owner of the V inom svete *** guesthouse is obliged to notify the customer of the deadline for resolving the complaint, which, however, may not be longer than 30 days.
- Article 4 – Remediable defects
In the area of accommodation services, the customer has the right to free, proper and timely removal of defects, i.e. replacement or addition of minor equipment within the scope of the Decree of the Ministry of Economy of the Slovak Republic No. 277/2008 on the categorization of accommodation facilities.
- Article 5 – Irremovable defects
If it is not possible to eliminate technical defects in the hotel room (heating system malfunction, poor hot water supply, etc.) and if the hotel cannot provide the customer with other alternative accommodation and the room is rented to the customer despite these defects, the customer has the right to:
- A reasonable discount on the price according to the valid price list
- Cancellation of the contract before the overnight stay and refund
- In the event of a unilateral decision by the operation, there will be a significant change in the accommodation compared to the confirmed accommodation in the contract and the customer does not agree with the alternative accommodation, he also has the right to cancel the contract before the overnight stay and refund.
- Article 6 – Period for filing a complaint
The customer is obliged to file a complaint immediately, without undue delay, otherwise the right to file a complaint lapses.
- Article 7 – Customer participation in handling the complaint
The customer is obliged to personally participate in handling the complaint and is obliged to provide objective information regarding the service provided. If the nature of the matter requires it, the customer must allow the hotel staff access to the space rented to him for temporary housing in order to be able to verify the justification for the complaint.
- Article 8 – Final provisions
These complaints rules come into effect on 01.10.2017
