General terms and conditions
In Piešťany, on 01.01.2023
Business name: TATRA UNITED CORPORATION, a.s. Námestie 1. maja 5, 811 06 Bratislava
Operation: Hotel Magnólia, Nálepkova 1, 921 01 Pieštany
ID: 31382711
VAT number: SK2020303637
Registered in Or. District court BA 1, section Sa. Insert no. 744/B
1. Contracting parties
Supplier: Hotel Magnólia, operation of TATRA UNITED CORPORATION, a.s. - provider of catering, accommodation, congress and wellness services to the customer (guest) for payment.
Customer: Customer of services.
2. Reservation of services
2.1. The customer can make a reservation in his own name or for the benefit of a third party.
2.2. The hotel confirms the reservation to the customer (guest) after receiving the order from the guest in the form:
• by telephone
• in writing
• electronic
2.3. The order must include:
• name and surname of the guest, in the case of a company, the name of the company
• date of stay
• contact information: phone number and email
• method of payment for services, in the case of a company, invoicing data
• number of guests booked in the structure: adults, children (for children, age)
• scope and type of ordered services
2.4. The hotel is obliged to process the order within 24 hours by confirming the reservation or rejecting it.
2.5. Based on the order, the hotel will issue a reservation confirmation and, in case of mutual agreement, an advance invoice, which will confirm the range of services to the guest in writing or electronically.
3. Prices, payment terms and cancelation policy
3.1. The hotel provides the guest with prices based on the currently valid price lists.
3.2. The price stated in the booking confirmation is binding and includes value added tax.
3.3. The client is not entitled to a price reduction if the promotional price of accommodation has been published after confirming the reservation.
3.4. Discounts and promotions cannot be combined and cumulated.
3.5. On the day of the end of stay, the guest is obliged to pay for all used hotel services and accommodation at the reception in cash or by credit card.
3.6. Advance payment:
The hotel has the right to request an advance payment from the guest according to the agreement. The reservation becomes binding when the advance payment is paid to the hotel account.
Advance payment can be made in the following way:
by credit card at the hotel reception, online payment or bank transfer to the account: VÚB, a.s., account number: 2945375855 / 0200
Please include the guest's name as a note.
3.7. Cancellation conditions:
Cancellation fees are charged as follows, if the time between the start of the stay and the withdrawal from drawing stay is:
30 days or more ..............................no cancellation fee is charged
29 – 10 days ...................................50% of the total price of the stay
9 days or less...............................100% of the total price of the stay
The date of delivery of the written cancellation of stay is decisive for determining the number of days when calculating cancellation fees. E-mail can also be considered as such delivery if it is confirmed on both sides.
3.8. In case of termination of the stay before the agreed date, Hotel Magnólia has the right to pay the agreed amount for the stay in full.
3.9. If the client cannot, for serious reasons, and can prove it with a credible written confirmation (serious illness or death in the family, natural disaster) use the ordered services within the agreed time, the Magnólia hotel can offer another period for the stay if possible. In this period, Hotel Magnólia will not charge a cancellation fee for services in the original period.
3.10. Hotel Magnólia can offer the client the possibility to use up the stay at another date. This option is solved with each client individually according to the current occupancy of the hotel and is not provided automatically.
3.11. In case of purchase of a gift voucher, the voucher cannot be exchanged for cash or other financial compensation. The voucher cannot be refunded (cancellation fee: 100%).
4. Accommodation conditions
4.1. The guest can check in on the day of arrival no earlier than 2:00 p.m., unless otherwise agreed in advance.
4.2. If the guest has made an advance payment, the hotel is obliged to hold the guest's reservation until midnight. If the guest does not claim the reserved services even after this deadline, the hotel is not obliged to return the advance payment to the guest.
4.3. The guest is obliged to vacate the accommodation capacity on the day of departure by 10:00 a.m. If the guest does not vacate the room by 10:00 a.m. the hotel is entitled to charge the guest the amount for a later check out until 2:00 p.m., or for another day of stay, unless otherwise agreed.
4.4. If the guest checks in before 12:00 p.m. on the day of his arrival, the hotel reserves the right to charge an extra night, unless otherwise agreed.
4.5. If the guest has a confirmed reservation and paid a deposit and the hotel does not provide accommodation to the guest due to force majeure, it is obliged to provide the guest with adequate alternative accommodation at the hotel's expense.
4.6. The hotel reserves the right in exceptional cases to offer the guest different accommodation than was originally agreed, unless it differs significantly from the confirmed order.
4.7. The guest has the right to provide all services that were agreed upon in the confirmed reservation. If half-board or full-board meals are arranged, the use of these services begins with dinner on the day of arrival from 5:00 p.m. The full board service ends on the day of departure with lunch until 1:00 p.m.
4.8. The hotel is not responsible for jewelry, money and other valuables stored outside the hotel safe. In any case, we recommend using the built-in safe in the hotel room.
4.9. Guests are not allowed to consume their own food and drinks on the premises of the hotel. This is considered a violation of the general terms and conditions, on the basis of which the hotel can terminate the contractual relationship with the guest without the right to a refund.
4.10. In the hotel, guests are not allowed to use their own electrical appliances, except for razors, hair dryers and similar devices intended for personal hygiene.
4.11. Room service charges a fee of 10% of the total bill.
4.12. Pets can be accommodated and such accommodation is charged according to the current price list. The guest is responsible for all damages caused by the animal during the stay. It is not allowed to leave the animal alone in the room without supervision. The guest is obliged to respect the instructions for staying with a dog.
4.13. The hotel can extend the guest's stay only if the hotel has available capacity.
4.14. At the guest's request, the reception will call for emergency medical care. The hotel is entitled to request from the guest the required monetary compensation for the expenses related to the treatment of the guest.
4.15. In case of any health problems of the guest after entering the premises of the Wellness Center, Hotel Magnólia is not responsible for the damage caused to health. If the guest does not notify the wellness staff, he enters the Wellness Center at his own risk.
4.16. In case of smoking in the rooms, the customer will be charged a fee of €80.
4.17. In case of damage to hotel property, or hotel equipment will be charged a fee in the amount determined by the hotel according to the extent and nature of the damage/pollution.
4.18. The guest is responsible for all damages caused by him during his stay. In case the damage was caused by a child, the responsibility is borne by the child's legal representative.
4.19. The hotel is entitled to terminate and withdraw from the contract with immediate effect and without the guest's right to a refund, if:
• the guest intentionally or negligently damages hotel property,
• behaves contrary to the principles of good social behavior and morality,
• annoys other guests with his behavior,
• the health condition of the guest endangers the health of other guests and staff,
• due to force majeure.
4.20. The hotel is entitled to check the guest's room during his stay and ensure that the room is cleaned according to hygiene regulations.
4.21. If, after the guest's departure, the hotel discovers damage to the inventory, failure to report consumption, or theft, the hotel is entitled to charge these receivables after notifying the guest from his credit card, or by issuing and sending a bill to the guest's address.
4.22. The guest is obliged to follow the hotel's valid accommodation regulations.
5. Complaints about services
5.1. A complaint is understood as the application of responsibility for a defect in a product or service and the completion of a complaint, termination of the complaint procedure by handing over the repaired product, exchanging the product, returning the purchase price of the product, paying an appropriate discount from the product price, a written request to take over performance or its justified rejection.
5.2. Every customer has the right to products and services of good quality, to make a claim, compensation for damage, education, information, protection of his health, safety and economic interests and to submit suggestions and complaints to the supervisory authority and the municipality in case of violation of the customer's rights granted by law.
5.3. Deficiencies in the quality of food and beverages intended for immediate consumption are reported by the client to the hotel immediately upon detection of a deficiency, primarily directly to the serving staff.
5.4. The buyer is obliged to inspect the goods or familiarize himself with the content of the provided service no later than after the danger of damage to the goods or the service provided has passed, taking into account the nature of the goods or the service provided.
5.5. If the deficiencies of food and beverages intended for immediate consumption relate to quantity and weight, they must be claimed before consumption begins.
5.6. The client applies the complaint of deficiencies of other goods or services primarily in the hotel where the goods or services were purchased immediately, or without unnecessary delay, on the basis of a cash register from the electronic cash register, in the case of goods even within the warranty period at the latest. Hotel Magnólia**** may not accept the claim without presenting proof of purchase.
5.7. Complaints about deficiencies in accommodation can be made primarily to the reception staff without undue delay. The right to complain about deficiencies in the accommodation will expire if it has not been claimed within 6 months of the provision of the service at the latest.
5.8. When applying for a claim, the client submits all relevant documents about the provision of the service or the acquisition of the goods for which he complains of a defect or deficiency.
5.9. Catering services:
• food defects are considered irreparable. If there is a defect in food, meals or drinks, the client has the right to demand their replacement or return of the amount paid, or the provision of a discount.
• in the event that the correct quality, weight, measure or temperature of food or drinks is not observed, the client has the right to demand free, proper and immediate removal of the defect.
5.10. Accommodation services:
The customer is entitled to demand free, proper and timely removal of defects, namely:
• replacement of defective or addition of small room equipment.
• if it is not possible to remove technical defects in the room assigned to the client (failure of the heating system, weak water pressure, lack of hot water, failure in the power input, etc.), and if the Magnólia**** hotel cannot offer the client another alternative accommodation, and if the room is provided to the client despite these defects, the client has the right to a discount from the basic price of the accommodation upon mutual agreement or to withdraw from the contract before the overnight stay.
5.11. The complaint is processed by the responsible employee of the Magnólia**** hotel, who is obliged to examine the complaint and decide on the method of handling it. If it is not possible to deal with the complaint by agreement, the responsible worker is obliged to write a record of the complaint with the client. In the record, the client indicates the exact designations of the service provided or the goods purchased, the time when the service was provided or the goods purchased and a description of their lack. The customer is obliged to submit, together with the complaint, all the documents related to the respective claimed service proving the facts claimed by him.
5.12. If the client, when making a complaint, hands over to the responsible employee of the Magnólia**** hotel a written document about the provision of the service or the purchase of the goods or the goods, the defect of which is being complained about, this fact must be explicitly stated in the complaint record.
5.13. The director or an employee of the Hotel Magnólia**** authorized by him will decide on the validity of the complaint of deficiencies immediately, in complex cases within 3 working days at the latest. If it is necessary to professionally assess the claimed deficiency, the deadline for processing the claim is 30 days. The client will receive a copy of the record of the complaint and the method of handling it.
5.14. The client is obliged to provide the employee of the Magnólia Hotel with the cooperation necessary to handle the complaint, in particular by providing true information regarding the service provided or the goods purchased.
5.15. If the nature of the claim requires it, the client will allow the employee of the Magnólia**** hotel access to the space provided to him in order to verify the legitimacy of the claim.
6. Alternative dispute resolution
6.1. In the event that the customer is not satisfied with the processing of his complaint, he has the option of turning to the general court or the Slovak Trade Inspection with its registered office: Central Inspectorate of the Slovak Trade Inspection P. O. BOX 29, Bajkalská 21/A, 827 99 Bratislava.
6.2. Consumer legislation tries to prevent the emergence of lawsuits. Law no. 391/2015 Coll. on the alternative resolution of consumer disputes and on the amendment and supplementation of some regulations brought new possibilities for consumers to resolve their dispute with the provider quickly, efficiently, less formally and above all free of charge, or with only minimal costs.
6.3. The body for alternative dispute resolution is also the Slovak Trade Inspection with its headquarters at the Central Inspectorate of the Slovak Trade Inspection P.O. BOX 29, Bajkalská 21/A, 827 99 Bratislava.
6.4. Within the subject institute for alternative resolution of consumer disputes (hereinafter referred to as "ARS"), the customer has the right to contact the supplier with a request for redress if he is not satisfied with the handling of his complaint or believes that the supplier has violated his rights. If the supplier does not respond to this request within 30 days from the date of dispatch or responds negatively to it, the customer may contact the relevant entity of alternative dispute resolution (hereinafter referred to as the "entity") with a proposal to initiate an alternative dispute resolution (hereinafter referred to as the "proposal"); the possibility of turning to the court is not affected by this. Therefore, before the actual alternative dispute resolution, the customer's effort to resolve his dispute with the supplier should be preceded by direct communication, only then it will be possible to proceed to an alternative solution. The list of entities that are authorized to resolve the dispute alternatively is available on the website of the Ministry of Economy of the Slovak Republic. If several alternative dispute resolution entities are responsible for alternative dispute resolution, the customer has the right to choose which of them to submit a proposal to. The provisions of the Residence Agreement, which oblige the customer to submit a proposal to a predetermined alternative dispute resolution entity, are not taken into account.
6.5. After reviewing the proposal, the entity will determine whether it can start an alternative procedure or reject the proposal. The subject will refuse if:
• the customer submits an incomplete application,
• the ARS entity is not competent to resolve the dispute or it is a type of dispute that the authorized legal entity does not have on the list,
• in the matter to which the proposal relates, ARS was previously initiated before another ARS subject,
• the matter has already been decided by a court or arbitration court,
• an agreement on mediation was concluded in the matter,
• it is an unfounded or anonymous proposal.
6.6. In addition, the entity can reject the proposal if it concerns a dispute of less than 20 euros, and the impossibility of resolving disputes due to the fact that the ARS entity would have to make disproportionate efforts, for example legally demanding cases that require demanding proof, can also be a separate reason for rejection. which by their nature fall under the decision-making authority of the courts. The entity is obliged to inform the customer about the rejection of the proposal.
6.7. It follows from the above that the main goal of the alternative procedure is to find a compromise solution for the parties involved and to help them conclude a private law agreement and thus prevent possible litigation and increased costs. The agreement that is created as a result of this procedure is binding for the parties to the dispute, while the possibility of the parties to the dispute to turn to the court in the same matter is not affected by this.
6.8. In the event that it is not possible to achieve the result of an alternative procedure in the form of concluding an agreement and the subject acquires a reasonable suspicion that the customer's rights have been violated by the actions or omissions of the supplier, the procedure shall be terminated by issuing a reasoned opinion against which no appeal can be filed.
6.9. During the alternative procedure, the proposal may be postponed if:
• started to act on the matter before another body acted,
• the matter has already been legally decided before a general or arbitration court,
• the parties to the dispute do not provide the necessary cooperation,
• the customer decided to end his participation in the proceedings,
• the matter cannot be transferred to another entity due to the violation of the principle of impartiality of all persons entrusted with the management of the entity within the concerned entity and the parties to the dispute have not simultaneously expressed their written consent to the continuation of the entity by these persons.
6.10. The customer can also submit a proposal to initiate proceedings via the online platform
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLa....
6.11. The provisions of this article of the General Terms and Conditions apply only to the customer, who is considered a consumer according to special legal regulations.
7. Protection of personal data
TATRA UNITED CORPORATION, a. s., with registered office at Námestie 1. mája 5, 811 06 Bratislava, ID number: 31 382 711, company registered in the commercial register of the Bratislava District Court, section: Sa, insert no. 744/B. Operation: hotel Magnólia, Nálepkova 1 , 921 01 Piešťany, provides this information to the data subject on the processing of personal data in accordance with Articles 13 and 14 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 of April 2016 on the protection of natural persons in the processing of personal data and on the free movement of such data (hereinafter referred to as the "Regulation") and § 19 and § 20 of Act NR SR No. 18/2018 Coll. on the protection of personal data and on the amendment of certain laws.
The purpose of processing personal data for which personal data is intended, as well as the legal basis for processing personal data: marketing, advertising and promotional activities, including direct marketing, offering products and services of the operator, sales support, conducting surveys, polls, competitions, gathering opinions for satisfaction with the services provided, sending promotional and communication materials (including magazines, newsletters and others). The legal basis for processing personal data is the consent of the person concerned.
Recipient identification or recipient category: the recipient of personal data is the operator in the position of a commercial company providing priority accommodation services.
The operator does not intend to transfer personal data to a third country or international organization.
Period of storage of personal data: during the consent of the person concerned to the processing of personal data.
The person concerned has the right to:
• request from the operator access to personal data concerning her person,
• to correct personal data,
• to delete personal data or to limit the processing of personal data,
• object to the processing of personal data,
• on portability of personal data,
• revoke your consent at any time,
• submit a motion to initiate proceedings pursuant to § 100 of Act no. 18/2018 Coll. on the protection of personal data.
The operator does not perform automated individual decision-making, including profiling according to § 28 par. 1 and 4 of Act no. 18/2018 on the protection of personal data.
The provision of personal data is not a legal or contractual requirement, nor is it a requirement necessary to conclude a contract. The person concerned is not obliged to provide personal data. The consequence of not providing personal data is exclusively failure to fulfill the purpose for which personal data is provided, stated in point 4 above.
The operator does not publish the obtained personal data, nor does it provide them to third parties or make them available to other recipients.
The operator is responsible for the security of personal data by protecting it against accidental as well as illegal damage and destruction, accidental loss, alteration, unauthorized access and disclosure, as well as against any other impermissible forms of processing. For this purpose, the operator has adopted adequate technical, organizational and personnel measures corresponding to the method of processing and makes every effort to protect them.
The person concerned declares that he agrees to the processing of personal data for the aforementioned purposes in the scope of: first name, last name, e-mail address, telephone number.
The affected person confirms that he was provided with all information pursuant to § 19 of Act no. 18/2018 on the protection of personal data.
