TERMS AND CONDITIONS OF HOTEL FACILITIES OF VOLAREZA
for the provision of accommodation, catering and other services Vojenská lázeňská a rekreační zařízení
Magnitogorská 1494/12, 101 00 Prague 10 Identification number: 00000582
The Organization is registered with the Trade Licensing Department of the City Office, Prague 10
Spa hotel Sadový Pramen, Mlýnské nábřeží 7, Karlovy Vary 360 01
Art. 1 Subject-matter of the Terms and Conditions
1.1 The subject-matter of these Terms and Conditions (hereinafter referred to as "Conditions") is a provision of accommodation, catering and other services properly ordered from the offer of the hotel and recreational facilities of Vojenská lázeňská a rekreační zařízení (hereinafter referred to as "Facility") and paid for in advance to the extent ordered by the Client (see Article 2.1.2 .).
1.2 The Facility is obliged to provide services within the agreed scope and quality and to inform without any undue delay about changes in the services provided. Changes and alterations to the agreed individual services, including premature termination of their provision, are permissible mainly for reasons of force majeure, i.e. for reasons which the Facility could not prevent even with all the efforts taken. This also involves the founder’s decision to change the use of accommodation capacity within the main or other activities of the Facility and the emergence of a crisis situation according to Act No. 240/2000 Sb., The Crisis Act, as amended.
Art. 2 Parties to the Contractual Relationship
2.1 The Parties to the Contractual Relationship are:
2.1.1 Vojenská lázeňská a rekreační zařízení (hereinafter referred to as the “Facility“),
2.1.2 Natural persons or legal entities (hereinafter referred to as the “Client“).
Art. 3 Creation of the Contractual Relationship
3.1 The Contractual Relationship between the Contractual Parties is created after the service order placement by the Client, when it has been confirmed by the Facility.
3.2 If a deposit is required, the reservation becomes valid only when the required deposit has been received by the Facility.
Art. 4 Prices for Services
4.1 Prices for services are contractual and are listed in the valid price list, which the Client can find on the website of the relevant Facility or in the reservation and ordering system of the Facility after entering the date and length of stay and the configuration of the Client.
4.2 The Client is obliged to pay a deposit of 50 -100 % of the total price of ordered services before commencing the stay on the basis of the order and upon the request of the Facility.
Art. 5 Changes to ordered Services
5.1 The Client is entitled to cancel the ordered services in writing provided that they pay the equipment severance charge (hereinafter referred to as the "Cancellation Fee"), the amount of which is determined depending on the period in which the ordered services are cancelledand the type of ordered services as follows:
5.1.1 in case of "Flexible", i.e. the so-called order for a "refundable price", if the Client changes or cancels the accommodation and/or service order 30 days prior to the arrival, no Cancellation Fee occurs. In case of later cancellation or non-use of the ordered service, the Cancellation Fees are set as follows:
5.1.2. 29 to 15 days prior to the Client's arrival: 30 % of the total price of stay,
5.1.3. 14 to 8 days prior to the Client's arrival: 50 % of the total price of stay,
5.1.4. 7 to 1 day prior to the Client's arrival: 60 % of the total price of stay,
5.1.5 on the day specified as the day of the Client's arrival: 100 % of the total price of stay.
5.1.6 n the case of group bookings, i.e. bookings of 5 or more rooms, different cancellation fees may be agreed in writing
5.1.7. in case of ordering accommodation for a "non-refundable price", the Client waives the possibility of cancellation or change of reservation and the paid price of the ordered services and stay is forfeited in full in favour of the "Facility",
5.1.8. in case of ordering accommodation on the basis of a commercial contract, Cancellation Fees are determined in accordance with this commercial Contract.
5.2 In the event that the Client fails to arrive at the location of accommodation by 6 pm, the Facility has the right to provide such unoccupied accommodation to another client. The exception applies only if the Client contacts the Facility no later than two hours before the scheduled arrival time and informs about the serious reason for which they will arrive at the accommodation later.
5.3 The Facility reserves the right to set different Cancellation Fees in a written form during high season (New Year's Eve, Easter etc.) especially in case of ordering accommodation for a refundable price.
5.4 In case of stays in Military Spa Health Resort for the purpose of medical treatment, it is possible, after an approval from the Facility, not to charge cancellation fees in the event of the Client's illness and subsequent acceptance of the offered alternative dates of stay. The Client is obliged to provide a medical certificate stating that the current state of health did not allow him to complete the stay within the booked period.
5.5 No financial compensation is awarded for unused ordered services and for changes in ordered services during the stay (accommodation, meals).
5.6 Confirmation of acceptance of the cancellation of services by the Client will be sent by the Facility in writing to the contact address provided by the Client.
5.7.In the case of group bookings, i.e. bookings of 5 or more rooms, different cancellation fees may be agreed in writing
5.8 In case of an early departure of the Client, a Cancellation Fee of 100 % of the remaining price of the stay is charged.
Art. 6 Accommodation Rules
6.1 The Client is obliged to comply with the Accommodation Rules of the Facility, which are available on the website of the Facility or directly at its reception. Its version in the Czech language prevails over different acquired language mutations.
6.2 Should any damages occur to the Client due to non-compliance with the Accommodation Rules, the Facility is not responsible therefor, unless otherwise provided by applicable legal regulations.
6.3 The Facility is entitled to accommodate only a duly registered Client. For this purpose, the Client shall submit to the relevant employee of the Facility immediately upon arrival their valid ID card or passport, or other document, as stipulated in Section 103 of Act No. 326/1999 Sb., on Residency of Foreign Nationals in the Territory of the Czech Republic and amending certain acts, as amended.
6.4 The Facility is entitled to prevent entry and refuse to provide the ordered services to a Client who is under the influence of alcohol or drugs.
6.5 If the Client is aware of or shows any symptoms of an infectious disease or suspects that they could suffer from such a disease, they are obliged to immediately notify the relevant employee of the Facility and also acknowledge that the Facility subsequently has the choice to cancel their stay and use of the services.
Art. 7 Complaints
7.1. The Client has the right to complain about the services should they become aware that the services provided by the Facility prove to be defective.
7.2 Service complaints are dealt with according to the Complaints Procedure, of the Vojenská lázeňská a rekreační zařízení, which is available at the Facility and on the website www.volareza.cz.
7.3 7.3. In the event that a consumer dispute arises between the Client and VLRZ, p.o., which cannot be resolved by mutual agreement, the Client may submit a proposal for out-of-court resolution of such dispute to the designated entity for out-of-court resolution of consumer disputes, which is the Czech Trade Inspection Authority, Central Inspectorate - ADR Department, Gorazdova 1969/24, 120 00 Prague 2. The proceedings are free of charge and are initiated on the client's motion, which must be filed no later than one year from the date on which the client first exercised his/her right which is the subject of the dispute. Further information on this procedure is available on the website of the Czech Trade Inspection Authority www.coi.cz. In view of the possibility of purchasing services online, it is also possible to use the online dispute resolution platform to resolve any dispute. More detailed information on the conditions for online dispute resolution is available at http://ec.europa.eu/consumers/odr/.
Art. 8 Final Provisions
8.1 All possible disputes arising in connection with the provision of accommodation by the Facility are governed by Czech law and shall be resolved in the general court of the Facility regardless of the address/residence of the Client.
8.2 All disputes shall be attempted to be solved by the Facility and the Client primarily through personal or written contact. Litigation is considered to be the last resort.
8.3 VLRZ, p.o., fully respects and complies with all requirements for the protection of personal data under Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR). Information on the processing of personal data is published on the website of VLRZ, p.o., in the Useful Information section.
8.4 These terms and conditions come into force on 1 November 2024 and apply to stays undertaken from 3 January 2025.
