Terms & Conditions

MiMi Group s.r.o., SNP711/15, Veľký Krtíš, ID: 53203071, VAT ID: 2121304020, VAT ID: SK2121304020, Management Hotel Glaus, Andreja Sládkoviča 56/5, Banská Štiavnica

1. Accommodation and complaints procedure

Accommodation regulations

Conditions and method of accommodation

1. Only a guest who is properly registered for accommodation can be accommodated in the boarding house. For this purpose, he/she shall present his/her identity card, passport or other valid identity document in accordance with Act no. 135/82 Coll. on the reporting and registration of the residence of citizens in the valid version and pursuant to Act no. 428/2008 Coll. on the protection of personal data as amended

2. Every guest who is not a citizen of the Slovak Republic (foreigner) is obliged pursuant to Act no. 48/2008 Coll. about the stay of foreigners in the valid version, fill out and hand over to the reception the official form on the report of stay, presented by the reception staff upon arrival, while all required data must be given truthfully and completely.

3. Based on the ordered accommodation, the guest can check in on the day of arrival from 3:00 p.m. until 21:00 h. Until this time, the hotel reserves the room for the guest, unless there was a different request in the order and the hotel confirmed it. If a guest by 9:00 p.m. does not report his arrival after 9:00 p.m. the hotel can use the room freely, unless otherwise agreed with the guest. If the guest has paid a deposit, the hotel is obliged to hold the reservation until 9:00 p.m. Provided that the guest does not start the stay even after this date, the hotel is not obliged to return the advance payment to the guest, or proceeds according to cancellation conditions.

4. From 10:00 p.m. until 6:00 a.m. are accommodated guests are obliged to observe night silence. Only with the consent of the responsible employee or the management, it is possible to organize social events even after 10:00 p.m., in the premises designated for that purpose.

5. The guest house provides its guests with services to the extent mutually agreed upon. The guest pays the payment for the accommodation and services provided in accordance with the applicable price list, as a rule, immediately upon accommodation and after using the services provided by the boarding house. In the event that the guest is interested in paying before the actual accommodation, due to the technical possibilities and accommodation procedures, he must expect a time delay in the issuance of the receipt, which the reception will inform him about. This does not affect payment terms based on accommodation contracts. The price list for temporary accommodation and other services is available at the reception.

6. The guest will check out his stay no later than 10:00 a.m. The room will be vacated by this time, unless otherwise agreed individually in advance. If the guest does not vacate the room by 12:00 p.m., the accommodation facility may charge an additional €15.00, unless otherwise agreed in advance. The room is considered vacated after the guest has removed all his/her belongings from the room, handed over the room key/card to the authorized employee at the reception desk and announced check-out.

7. The guesthouse is entitled to charge the following cancellation fees if the guest cancels his stay reservation in writing or electronically within the following periods: 

   Cancellation terms

   More than 20 days before the start of stay 0%

   19 days – 15 days before arrival 40%

   14 days – 10 days before arrival 60%

   9 days – 5 days before arrival 80%

   5 days or less until the start of the stay 100%

8. In case of non-compliance with the due date of the invoice, penalties will be charged in the amount of 0.5%/day of the total amount owed

2. Responsibility of the accommodation facility and the client

1. The boarding house is not responsible for the belongings, money and valuables of the accommodated persons, which the guests leave unattended.

2. The guest is responsible for damages caused to the property of the accommodation facility according to applicable regulations. The guest, as a responsible representative, is responsible for damages caused by minors for whom he is responsible, as well as for damages caused by persons who are in the premises of the accommodation facility and whose stay was allowed by the guest.

3. The guest is obliged to act in such a way that there is no damage to health, property, nature and the environment. As part of prevention, the guest will have the entrance door locked even during their stay in the facility. Before opening the door to strangers, he checks the reason for their request to enter the accommodation area and, in case of doubt about the validity of such a request, immediately contacts the reception. Before leaving the accommodation facility, the guest will properly check that the windows and doors are closed, including on the floor.

4. Bed linen is changed every two days of stay, towels and bath towels are also changed every two days of stay. In case of extreme contamination, ask the staff for a replacement, or post a card with the page “Please clean”.

3. General provisions

1. In the room and social areas of the boarding house, the guest may not move the interior equipment, make any changes and adjustments to the equipment, interfere with the electrical network or other installation without the consent of the responsible worker.

2. Guests are not allowed to use their own electric, gas or portable appliances in the accommodation facility and especially in the room. This restriction does not apply to the use of electrical appliances installed in the room or portable electrical devices (shaver, hair dryer and chargers for common consumer electrical devices, etc.).

3. In the event of a fire, the guest is obliged to follow the instructions of the responsible workers (in accordance with the fire-evacuation plan) and, after the arrival of the fire protection unit, the instructions of the intervention commander.

4. For safety reasons, it is not allowed to leave children under the age of 12 without the supervision of an adult in the premises of the boarding house. In the event of damage, the person with whom the child is registered to stay at Hotel Glaus and who is responsible according to law is responsible for the child.

5. Guests are not allowed to bring things into the room for safekeeping. The guest is informed about the safekeeping of such things at the reception.

6. Smoking is allowed only in designated areas on outdoor terraces. Smoking is prohibited inside the entire Hotel Glaus building. For violation, the hotel reserves the right to fine the guest €100. Hotel Glaus is equipped with a smoke detector. If the fire alarm is triggered without justification, the guesthouse reserves the right to fine the guest €250 for triggering a false fire alarm.

7. In case of illness or injury of the client, the accommodation facility reports the request for medical assistance or transport to the hospital to the relevant medical facility.

8. Dogs and other animals are prohibited from entering the facility.

9. Before leaving the room, the guest is obliged to properly close all windows, even on the upper floor, close the water taps, turn off the lights in the room and the adjacent areas of the room, turn off the electrical appliances located in the room, properly lock the entrance door of the apartment and the card from the room hand it in at the reception.

10. We charge 15€ for the loss/damage of the room card.

11. The guest is obliged to immediately report any defects to the reception.

12. The pension parking lot is free of charge and is monitored by a camera system. The guesthouse is not responsible for theft or damage caused to motor vehicles. Guests can park only in the parking lot located in front of the building. We recommend guests to make sure the car is properly locked and secured. Do not leave personal belongings lying around in the car.

13. Guest complaints, or any comments and suggestions for improving the operation of the accommodation facility are governed by the complaints procedure.

14. The guest and the accommodation facility are obliged to comply with the provisions of these accommodation rules, which are binding for both parties in their entirety. In the event that the guest violates any of the provisions of the accommodation rules, the management of the accommodation facility has the right to withdraw from the contract for the provision of temporary accommodation service before the end of the agreed time and without the guest’s right to a refund.

15. Breakfast is served only to accommodated guests from 8:00 a.m. to 10:00 a.m., unless otherwise agreed.

16. A hair dryer is available in every room or suite. You can request a bathrobe and hygiene items at the reception for a fee.

17. Emergency phone numbers:

    • Police / Polizei: 158

    • Emergency health service / Nothilfe: 155

    • Fire and Rescue Service / Feuerschutz: 150

    • Integrated rescue system 112

18.  

    Payment, refund

     

    Accommodation prices are governed by the reservation form on the relevant website, whether on the website http://www.hotelglaus.sk or on the intermediary website.

    The accommodation fee is included in the accommodation price.

     

    The operator accepts only cashless payments on the website

     

    When booking via http://www.hotelglaus.sk

    A deposit of 100% of the stay price will be withdrawn from the customer immediately after sending the reservation via the payment gateway or bank buttons (instant bank transfer).

    Any refund by the operator will be returned to the customer’s bank account within 15 working days of the claim for a refund.

     

    When booking via a third-party provider

    A deposit of 100% of the stay price will be withdrawn from the customer according to the rules of the intermediary website.

    Any refund by the operator will be returned to the customer’s bank account within 10 working days of the claim for a refund. 
     
19. Responsibility of the client and the Operator

     

    The operator is not responsible for damage to things brought in and left by the customer in the hotel premises. The Operator is not responsible for jewels, money and other valuables.

     

    The operator is not responsible for forgotten and lost belongings of the customer. Found items are sent by post based on the written request of the client, who pays all costs associated with it. Found things are not stored in the cottages.

    The operator is not responsible for possible injuries during the stay.

    It is the customer’s duty to always behave in such a way that his actions do not endanger his health, nor the health or property of others.

    The customer is responsible for the damages caused by him in full and is obliged to pay the fine according to the accommodation rules without delay.

    In case of gross violation of accommodation conditions, including profanity, violence, inappropriate behavior, the client may be asked to immediately move to the accommodation facility without the right to a refund of the already paid stay.

1.  

   These GTC and legal relationships arising on their basis are governed by Slovak law. Any disputes arising from these GTC and the Agreement will be resolved before the competent court in the Slovak Republic. The resolution of Client complaints in relation to the Services provided by the Hotel is governed by the Hotel’s Complaints Procedure. If the Client – consumer is not satisfied with the manner in which the Hotel has handled his complaint, or believes that the Hotel has violated his rights, the Client has the right to contact the Hotel as the seller with a request for redress. If the Hotel responds negatively to the Client’s request pursuant to the previous sentence or does not respond to such a request within 30 (thirty) days from the date of its sending by the Client, the Client has the right to submit a proposal to initiate alternative dispute resolution to the subject of alternative dispute resolution pursuant to Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the Hotel as the seller is: the Slovak Trade Inspection, which can be contacted for the above purpose at the address: Central Inspectorate of the SOI, Department of International Relations and ADR, Prievozská 32, PO Box 29, 827 99 Bratislava, or electronically at ars@soi.sk, or adr@soi.sk, or another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorized entities is available on the website https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam- subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1 while the Client has the right to choose which of the listed alternative dispute resolution entities to contact. The Client may use the online platform for alternative dispute resolution to submit a proposal for an alternative resolution of his consumer dispute, which is available at https://europa.eu/youreurope/business/dealing-with- customers/solving-disputes/online-dispute-resolution/index_sk.htm. More information about alternative resolution of consumer disputes can be found on the website of the Slovak Trade Inspection: https://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi.

4. Return policy

The customer’s right to complain

In the event that the customer is provided services of a lower quality or a lower scope than was previously agreed upon or as usual at the Hotel Glaus, the customer has the right to make a complaint.

Claim application

If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to apply for a possible complaint immediately without unnecessary delay to the responsible worker in the establishment where the service was provided. In the interest of a quick processing of the complaint, it is expedient for the customer to present documents about the provision of the service (copy of the order, invoice, etc.) when making a complaint, if such a document is available. If the nature of the claimed service requires it, it is necessary for the customer to also present the item for which the fault is blamed when applying the claim. The head of operations or an employee authorized by him is obliged, after a careful examination, to decide on the method of dealing with the complaint immediately or within a specified period.

Defects can be removed

1. Catering services

In the area of catering services, if the correct quality, weight, temperature, measure, price are not observed, the customer has the right to request a free, proper and timely removal of the error. At Hotel Glaus, breakfast is served in the form of buffet tables. In these cases, the customer applies the complaint before the first tasting of the food or drink, or after tasting it (ie no more than ¼ of the portion of the food or drink should be consumed) depending on the fault the customer complains about.

2. Accommodation services

In the area of accommodation services, the customer has the right to free, proper and timely removal of defects, ie replacement or addition of small equipment within the scope of Decree MH SR no. 125/1995 Coll.

Unremovable errors

1. Catering services

In the event that it is not possible to remove the error in the food and drinks, the customer has the right to a complete exchange of the food or drink, or to a refund of the price paid.

2. Accommodation services

In the event that it is not possible to eliminate technical defects in the hotel room (failure of the heating system, poor hot water supply, etc.), and if the hotel cannot provide the customer with other alternative accommodation and the room will be rented to the customer despite these defects, the customer has the right on the: 

• reasonable discount from the price according to the valid price list

• cancellation of a confirmed order or contract before the overnight stay and a refund

In the event that, due to a unilateral decision of the operation, there is a significant change in the accommodation compared to the confirmed accommodation on the contract and the customer does not agree to alternative accommodation, he also has the right to cancel the confirmed order or contract before the overnight stay and return the money.

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 the nature of the matter requires it, the customer must allow the hotel staff access to the space rented to him for temporary accommodation, so that it is possible to verify the justification of the claim.

Final provision

This complaint and accommodation policy takes effect on August 1, 2021

Personal  data  protection  policy