1.1

The Accommodation Provider offers lodging services within its business activity in the “Orlí Apartments” located at Tř. Generála Svobody 1094, Hranice I - Město.
Accommodation is provided on the basis of an accommodation agreement (hereinafter the “Agreement”) concluded pursuant to § 2326 et seq. of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter the “Civil Code”). For the purposes of these General Terms and Conditions (the “GTC”), the term “Contracting Parties” refers to the Accommodation Provider on one side and a natural person who is a consumer within the meaning of § 419 of the Civil Code as the Guest on the other side. Under the Agreement, the Accommodation Provider undertakes to provide the Guest with temporary accommodation for the agreed period, as well as any additional services ordered by the Guest in connection with the accommodation (“Services”) and/or other services from the provider's offer (“Additional Services”). The Guest undertakes, under the Agreement, to duly and timely pay the Accommodation Provider the price agreed within the accommodation agreement for the accommodation and Services, or, in the case of Additional Services, the price agreed before the Guest makes use of the service, or according to the current price list of the Accommodation Provider. The Guest further undertakes to comply with all other provisions and obligations in accordance with this Agreement, the accommodation rules of the respective facility, these GTC, and the Civil Code.

1.2

The accommodation agreement is concluded remotely using the methods specified in Article 2 of the GTC, without the physical presence of the Guest (unless otherwise agreed between the Contracting Parties). The Agreement becomes valid upon its conclusion; it becomes effective—thus creating legal obligations for both parties—only once 100% of the total accommodation price has been credited to the Accommodation Provider’s bank account within the period specified by the Accommodation Provider in the Reservation Confirmation.

1.3

The rights and obligations of the Contracting Parties not expressly regulated by the Agreement are governed by these GTC and applicable legal regulations. If the Agreement provides otherwise than the GTC, the Agreement shall prevail. The GTC, including the accommodation rules, are available on the Accommodation Provider’s website www.apartmany-orli.cz and form an integral part of the Agreement. By concluding the Agreement, the Guest confirms that they have duly familiarised themselves with all provisions of these GTC, including the cancellation and refund conditions, and the accommodation rules of the Accommodation Provider, and that they understand them.

1.4

Accommodation prices are displayed during the online reservation on the Accommodation Provider’s website. The final price of the accommodation and services is communicated to the Guest before the Reservation Confirmation in accordance with the methodology in Article 2 of the GTC, i.e., before concluding the Agreement. The final price always includes all taxes, fees, and the municipal accommodation fee in the amount set by the applicable ordinance of the city of Hranice.
Prices of Additional Services are listed on the Accommodation Provider’s website.

1.5

If the Guest seriously breaches the obligations arising from the Agreement, the Civil Code, the GTC and/or the accommodation rules of the Accommodation Provider or good manners (for example, by excessively loud or offensive behaviour on the premises), the Accommodation Provider is entitled to terminate the Agreement before the agreed period expires, even without a notice period, provided that the Guest has been notified of their misconduct by the Accommodation Provider pursuant to §2331 of the Civil Code and has repeated such conduct despite the warning.

2.1

A reservation can be made as follows:

2.2.1

Through the online reservation system available on the website www.apartmany-orli.cz, where the Guest fills in the essential elements of the agreement (arrival, departure, number of persons, room type, pets, etc.); before submitting the reservation, the Guest must confirm, by ticking the relevant checkbox in the reservation form, that they have read and understood these GTC, including the cancellation conditions contained therein, and that they acknowledge the obligation to pay a deposit amounting to 100% of the total reservation price. Without this confirmation, it is not possible to complete the reservation. The Agreement is concluded by clicking the “Reserve and Pay” button. The Guest will receive a confirmation email stating that the reservation has been created, including a link for payment. By making a proper and timely online payment of the full reservation amount to the Accommodation Provider’s account, the Agreement becomes effective; otherwise, the Agreement automatically expires upon the lapse of the payment deadline, and the reservation is considered void.

2.2.2

The payment, as stated on the final invoice/tax document, is non-separable and non-transferable to a third party. The tax document will be issued to the Guest using the same details provided in the reservation confirmation. Therefore, please ensure that all billing information entered during the reservation and agreement process is accurate. Any changes made after the reservation confirmation will not be taken into account.

3.1

Based on the completed reservation, the Guest receives a link to their user account, the so-called self-service reservation portal. After logging into the user interface, the Guest may manage their reservation and order additional services.

3.2

When registering a user account, the Guest is required to provide information about other accommodated persons. The Guest must enter all data accurately, truthfully, and update them in case of any changes.

3.3

Access to the user account is secured by a username and password. The Guest is obliged to maintain confidentiality regarding the information necessary to access their user account.

3.4

The Guest is not permitted to allow third parties to use their user account.

3.5

The Accommodation Provider may cancel the user account, particularly if the Guest has not used the account for more than 24 months, or if the Guest breaches their obligations arising from the accommodation agreement.

3.6

The Guest acknowledges that the user account may not be available continuously, especially due to necessary maintenance of the Accommodation Provider’s hardware and software, or necessary maintenance of third-party HW and SW systems.

4.1

The Guest is obliged to pay the agreed price for the accommodation and services, or, in the case of additional services ordered by the Guest and provided by the Accommodation Provider, the price valid according to the current price list at the moment of the reservation.

4.2

Payment options for the accommodation, services, and additional services:

• Online payment by card in the amount of 100% of the stay price
• Cashless bank transfer in the amount of 100% of the stay price

4.3

If the Contracting Parties individually agree to transfer an already paid amount from a previous accommodation to a new agreement, the Guest is not entitled to a refund under the cancellation conditions stated above. The transferred payment must be used by the specified date in accordance with Article 4.5 of the GTC.

4.4

If the Guest shortens the duration of the stay (except for reasons attributable to the Accommodation Provider) or makes any other change, the Accommodation Provider will follow the cancellation conditions set out in these GTC.

4.5

For serious reasons on the Guest’s side, and exclusively on the basis of an individual agreement between the Contracting Parties, the Accommodation Provider may agree to change (reschedule) the reserved term without the obligation to pay a cancellation fee. In such a case, the paid deposit will be moved to the new term agreed by both parties. If the Parties agree individually to reschedule the reservation including the deposit but do not specify a new date, the deposit must be used within 6 months from the original arrival date unless the Parties agree otherwise. For the purposes of the above, the term “use” means at least the Guest’s arrival on the new agreed date. If the deposit is not used within the 6-month period, the right to its refund expires without compensation.

5.1

If the Guest fails to pay the deposit in accordance with Article 2 paragraph 2.2 properly and on time within the deadline stated in the Reservation Confirmation, the Agreement automatically loses validity upon expiry of the deadline and the reservation is disregarded.

5.2

The Guest has no right to withdraw from an agreement whose subject is accommodation and related services, or other services such as meals or leisure activities, in accordance with § 1837 (j) of Act No. 89/2012 Coll., if the provider is obliged to perform at a specific date or within a specified period, which this Agreement fulfils.

However, the Guest is entitled to terminate the Agreement before the agreed end of the accommodation period by submitting a written termination delivered to the registered office of the Accommodation Provider and/or by email to: rezervace@apartmany-orli.cz. In such cases, the Accommodation Provider is entitled to charge a cancellation fee. The amount of the cancellation fee depends on the period between the receipt of the Guest’s termination notice and the first day of the agreed accommodation and services. The shorter this period is, the more difficult or impossible it becomes for the Accommodation Provider to conclude a new agreement with another customer or avoid costs already incurred in preparation for fulfilling the Agreement. The cancellation system is based on the day the termination notice is delivered to the Accommodation Provider (“cancellation of the reservation”).

The cancellation fee is always calculated from the price of accommodation, services, and additional services agreed in the Agreement. The cancellation fee will primarily be settled from the deposit paid by the Guest (or from a higher amount if the Guest paid more than the deposit); If the deposit is insufficient to cover the cancellation fee, the Guest must pay the difference within 14 days from the cancellation by the Guest (if cancelled by the Guest) and/or from the day of non-arrival for accommodation and services. The cancellation fee rate is set by the Accommodation Provider as follows:

• cancellation up to 30 days before the first day of accommodation (“arrival”) is free of charge; no compensation or damages will be required;
• cancellation 29–14 days before arrival: 30% of the Contract price incl. VAT; the fee also covers the Provider’s damages;
• cancellation 13–7 days before arrival: 50% of the Contract price incl. VAT; the fee also covers the Provider’s damages;
• cancellation 6–0 days before arrival, or in case of no-show, or if the Guest cancels without reason attributable to the Provider before the agreed end of stay: 100% of the Contract price incl. VAT; the fee also covers the Provider’s damages.

5.3

If the deposit paid by the Guest is higher than the cancellation fee, the Accommodation Provider will refund the difference within 14 days from the cancellation by the Guest (if cancelled by the Guest) and/or from the day of non-arrival for accommodation and services.

5.4

The cancellation fee functions as a contractual penalty for early termination of the accommodation agreement and the services or additional services ordered by the Guest.

5.5

In the event of early termination of accommodation and use of services or additional services by the Guest, before they have been fully used, without fault or reason attributable to the Accommodation Provider, the cancellation conditions under Article 5.2 of the GTC shall apply. For the avoidance of doubt: any unused portion of the Contract price is not refunded; if the cancellation fee exceeds the paid deposit, Article 4.2 of the GTC applies accordingly.

5.6

In exceptional situations, the Accommodation Provider may waive the cancellation fee in full or in part, i.e., forgive the resulting obligation; this decision is solely at the discretion of the Accommodation Provider. The Guest has no legal right to such a waiver.

5.7

For serious reasons on the Guest’s side and exclusively based on an individual agreement between the Contracting Parties, the Accommodation Provider may agree to reschedule the reserved stay without charging a cancellation fee. In such case, the deposit will be transferred to the new date agreed by both parties. If the Contracting Parties agree to reschedule the stay including the deposit, but do not determine a specific new date, the deposit must be used within 6 months from the original arrival date unless otherwise agreed. For the purposes of this provision, “used” means at minimum the Guest’s arrival on the new date. If the deposit is not used within the 6-month period, the right to its refund expires without compensation.

5.8

If it becomes impossible to provide the agreed accommodation, services, or additional services for reasons not attributable to the Guest (i.e., for reasons on the Provider’s side or due to external circumstances, including public health or anti-epidemic measures), the Contracting Parties agree that the primary form of compensation shall be rescheduling the reservation, and secondarily issuing a gift voucher for the Contract value (or unused portion). If the Parties cannot agree on any of the above, the Accommodation Provider must refund the Contract price (or unused portion) within 14 days from the date the impossibility of performance occurred.

5.9

The Accommodation Provider is not liable for damage caused to the Guest by force majeure. Force majeure refers to an extraordinary, unforeseeable, and insurmountable obstacle arising independently of the Provider’s will that temporarily or permanently prevents the fulfilment of contractual obligations. Force majeure includes, in particular, strikes, lockouts, blockades, wars, civil unrest, natural disasters, epidemics, and actions, regulations, or measures of public authorities, including anti-epidemic measures.

6.1

Apartmány Orlí, operated by the Accommodation Provider, may only accommodate a Guest who properly checks in for the stay by completing the online check-in process in their user account via a mobile device. The Guest confirms the accuracy of their personal details and the details of all co-accommodated persons by filling them in their user account.

6.2

Every Guest who is not a citizen of the Czech Republic (a foreigner) is, in accordance with the Act on the Residence of Foreign Nationals in the Czech Republic, required to complete and submit an official registration form at the reception. The Guest must provide all required information truthfully and completely.

6.3

Based on a valid contract, the Guest may check in on the arrival day during the time indicated in the Reservation Confirmation, between 15:00 and 24:00. The Accommodation Provider reserves the room for the Guest until this time, unless otherwise agreed between the parties.

6.4

The Guest must check out no later than 10:00 AM on the last day of the stay (the “departure day”). By that time, the Guest must vacate the room, including all allocated premises, unless an alternative arrangement was individually agreed in advance with the Accommodation Provider. If the Guest fails to vacate the room, including all allocated premises, by the specified time, the Accommodation Provider may charge the Guest for the entire departure day including the night, unless agreed otherwise beforehand. The room is considered vacated once the Guest removes all their belongings from the room and allocated premises. The Accommodation Provider reserves the right to inspect room inventory (furniture, appliances, forgotten items) and payments until 20:00 on the departure day. If any damage to the property is found that was not reported during the stay, the Provider will document it (especially via photos) and inform the Guest immediately.

6.5

If the Guest requests to extend their stay, the Accommodation Provider may offer a different room at a different price category than the original one. If the Guest accepts the offer, the parties conclude either an amendment to the original contract or a new accommodation contract. However, the Guest has no right to remain in the originally occupied room, nor to be accommodated in any room, if this is not possible for capacity or operational reasons.

6.6

The Accommodation Provider reserves the right, in exceptional cases, to offer the Guest different accommodation than originally agreed, provided it does not differ substantially from the confirmed order. If a price difference arises and the Guest accepts the change, the Accommodation Provider must reimburse the difference, unless the parties agree to settle it by providing services or additional services not previously ordered.

6.7

The Guest is furthermore obliged to:

• familiarize themselves with and comply with the House Rules;
• pay the price for the accommodation, services, and additional services as per the contract;
• properly use the areas intended for accommodation, as well as all common premises, and maintain order and cleanliness;
• protect the equipment and furnishings located in the accommodation areas against damage;
• immediately report any damage or loss caused by the Guest or persons staying through the Guest to the Accommodation Provider;
• upon leaving the room, close water taps, turn off lights, switch off electrical appliances that are not used during the Guest’s absence, and close the windows;

6.8

The Guest may not, without prior consent of the Accommodation Provider:

• make substantial alterations in the rooms or accommodation premises (move furniture, relocate equipment, etc.);
• remove any furnishings or equipment from the accommodation premises;
• allow another person to use the accommodation space without informing the Accommodation Provider;
• use the accommodation property's address as their business address;

6.9

Dogs and other animals may enter the accommodation premises only with prior consent of the Accommodation Provider, provided the owner proves the animal’s health eligibility. The fee for accommodation of animals is charged according to the valid price list. The following rules apply for accommodating dogs and other animals:

• Only small and medium-sized dogs are allowed in the accommodation section.
• All dogs must be on a leash and muzzled in public indoor areas; other animals must be properly supervised so that they cannot move freely.
• Dogs and other animals may not rest/lie on beds or any other furniture intended for Guest use.
• Inventory intended for food preparation or serving may not be used for feeding animals.
• If an animal causes any damage, the Guest must pay the full amount of the damage. The animal’s owner is fully responsible, jointly and severally with the Guest who allowed the animal to stay in the room.
• For violations of the above rules (excluding direct property damage, which is charged in full), an additional cleaning fee up to 1,000 CZK may be charged as a flat-rate compensation. The Provider reserves the right to charge additional direct cleaning costs exceeding this amount if necessary to restore the room to its original condition. The Provider also reserves the right to charge the cost of new bedding if the existing bedding is damaged, contaminated, or destroyed by the animal.
• Cleaning, room inspection, and repairs in rooms where animals are present must be allowed in a way that does not endanger staff or other Guests. Inspections must be allowed at least once per day to detect damages or excessive dirt. Staff are not required to clean or repair a room if they feel endangered by an unattended dog or animal.

6.10

Guests must dispose of waste exclusively in designated containers located at designated areas.

6.11

For safety reasons, the Accommodation Provider recommends that children under 12 are not left unattended either in the room or in the common areas.

6.12

From 22:00 to 06:00 the Guest must observe quiet hours. With the consent of the Accommodation Provider (manager or representative), events may be held after 22:00 but only in designated areas, not in guest rooms.

6.13

The Guest must not carry or bring weapons or ammunition into the accommodation premises, nor store them in a state allowing immediate use. Exceptions apply to armed security forces performing their duties.

6.14

Disputes arising from this contract shall be resolved before courts in the Czech Republic. In cases of damage claims where the defendant resides in an EU member state, the competent court is the court of the place where the damage occurred, pursuant to Article 5(3) of Council Regulation (EC) No. 44/2001 of 22 December 2000 on jurisdiction and the recognition and enforcement of judgments in civil and commercial matters.

6.15

The Guest must comply with these House Rules. If the Guest violates the House Rules, the Accommodation Provider may terminate the contract as described in Article 1.5 of the GTC. In such case, the Accommodation Provider is entitled to full payment for the accommodation. The Guest must then immediately leave the premises.

6.16

The Guest must not, within the accommodation premises:

• perform any interventions to the electrical wiring or other installations in the accommodation areas;
• use personal electrical appliances such as electric heaters. (This does not apply to personal hygiene appliances such as shavers, massage devices, hair dryers, etc.)
• bring into the room and store items not intended for room use, such as sports equipment, prams, bicycles, carts, etc. The Guest must ask the reception for designated storage areas. If the Guest damages property despite this prohibition, they will be charged the full cost of the damage.
• smoke except in designated smoking areas. Smoking is strictly prohibited in the rooms and on balconies attached to the rooms.
• use any narcotic or psychotropic substances in the accommodation facilities. The Accommodation Provider is entitled to notify the Police of the Czech Republic and proceed in accordance with Article 1.5 of the GTC.

7.1

For items brought into the premises designated for accommodation or for storing belongings in connection with the contract, services, and additional services, the Accommodation Provider is liable only to the extent specified in § 2946(1) of Act No. 89/2012 Coll., the Civil Code.

7.2

The Guest is liable for any damage caused to the equipment or inventory of the premises designated for accommodation, or to the accommodation premises (common areas), in accordance with the applicable legal regulations. In the event of damage or destruction of the Accommodation Provider’s property, the Provider is entitled to compensation for the property loss.

7.3

In case of damage to the Accommodation Provider’s property for which the Guest is responsible, the Guest is obliged to compensate the damage no later than on the day of departure, before leaving the accommodation premises. Based on an individual agreement between the parties, payment may be made by invoice issued within 14 days of the Guest’s departure, payable within 10 days of delivery to the Guest, provided the Guest confirms in writing the occurrence of the damage, the circumstances, and their responsibility.

7.4

The Accommodation Provider is not liable for theft or damage to motor vehicles left in the Provider’s parking areas, under the conditions stipulated by legal regulations. The Provider recommends that the Guest ensure the vehicle is properly locked and secured. The Provider further recommends not leaving personal belongings visibly inside the car. The Accommodation Provider is not responsible for damage caused by the Guest to third parties in garages or parking areas. The Provider reserves the right to claim and charge for any damage caused to the Provider’s property by the vehicle or actions of the Guest.

7.5

The Guest must behave in a manner that prevents damage to health, property, nature, and the environment. The Accommodation Provider recommends that the Guest keep the entrance door locked even while staying in the room. Before leaving the room, the Guest must ensure windows and doors are properly closed.

7.6

The Accommodation Provider is not responsible for any damage caused outside the premises of the facility.

8.1

The Guest is obliged to familiarize themselves with the safety rules and the fire evacuation plan. This plan can be found in every apartment and in the hallways on each floor of the apartment house.

8.2

The Guest must act in a way that does not cause unjustified harm to the freedom, life, health, or property of others.

8.3

If the Guest, through action or omission, causes damage or harm to the life, health, or property of the Accommodation Provider or third parties, or if such damage is caused by a person lacking legal capacity for whom the Guest is obliged to exercise supervision (e.g., a minor child) and/or by an animal, the Guest is obliged to compensate all such damage or harm under the conditions of § 2920 of the Civil Code, or § 2933 of the Civil Code in the case of an animal.

9.1

We hereby provide you with all information pursuant to Sections § 1811 and § 1820 of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter the “Civil Code”).
The Accommodation Provider provides the Guest with the following information:
a) Identity and contact details of the Accommodation Provider: Alostar, s.r.o., registered office: Kaprova 42/14, Staré Město, 110 00 Prague 1, VAT ID: CZ01461656, Company ID: 01461656, a company registered in the Commercial Register maintained by the Municipal Court in Prague, File No. C 206976;
b) main business activities of the Accommodation Provider: provision of accommodation services, wood processing, manufacture of wooden, cork, wicker and straw products, construction and manufacture of vessels, mediation of trade and services, wholesale and retail trade, purchase, sale, management and maintenance of real estate, advisory and consulting services, preparation of expert studies and assessments, advertising, marketing, media representation, administrative management services and organizational-economic services;
c) description of the service: The Accommodation Provider arranges accommodation and related services, as well as additional services, based on the terms of the contract concluded between the Accommodation Provider and the Guest. A detailed description of the service is stated in the contract and summarized in the Reservation Confirmation;
d) costs of means of distance communication: any costs incurred by the Guest when using means of distance communication in connection with concluding the contract (internet connection fees, telephone call charges) are borne by the Guest;
e) delivery costs: not charged, as the contractual performance is not delivered;
f) the rights from defective performance are governed in particular by Sections § 1914, 1921, 1923 of Act No. 89/2012 Coll., the Civil Code, as amended, and for consumers Act No. 634/1992 Coll., on Consumer Protection, as amended. No warranty for quality or after-sales service is provided. No special rules for handling complaints towards consumers are set. Further information on complaints is provided in Art. 10 of the GTC;
g) address of business premises: Hranice VII Slavíč - 122, 753 61 Hranice
h) adaptation of the price to the consumer based on automated decision-making: no;
i) if the consumer withdraws from the contract, the consumer will bear the costs of returning the goods: no;
j) if the Guest asserts any claim against the Accommodation Provider regarding the contract concluded between them, or regarding the provision of the agreed services (“consumer dispute”), and the performance takes place in the territory of the Czech Republic, and the Provider does not satisfy this claim and the dispute is not resolved otherwise, the Guest has the right to address their claim to the authority for out-of-court settlement of consumer disputes, which is the Czech Trade Inspection Authority (Česká obchodní inspekce). A proposal to initiate proceedings may be submitted no later than 1 year from the moment the Guest first asserted their claim with the Accommodation Provider. More information can be found on www.coi.cz/ under the section “FOR CONSUMERS”; Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Štěpánská 15, 120 00 Prague 2, Email: adr@coi.cz / Web: adr.coi.cz.
k) designation of the EU Member State(s) whose legal regulations govern the relationship between the Guest and the Accommodation Provider established by the reservation confirmation: Czech Republic;
l) information on the language in which the Guest will communicate with the Accommodation Provider during the stay and in which contractual terms and further information will be provided: Czech language.

10.1

The Guest acknowledges that in connection with the provision of accommodation, services and additional services, the Accommodation Provider processes personal data provided in email communication, telephone calls, the reservation system, and in the registration form, all in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation – GDPR). The Accommodation Provider is the controller of personal data.

10.2

The purpose of processing personal data is the performance of the contract, services and additional services, including pre-contractual communication, compliance with legal obligations (especially in the field of taxes and accounting, guest records under the Act on Local Fees and the Act on the Residence of Foreign Nationals in the Czech Republic), and the legitimate interest of the Accommodation Provider under Article 6(1)(f) of the GDPR.

10.3

For the purpose of providing accommodation and services, the following personal data of the Guest, or other persons accommodated through the Guest, are processed: first name, last name, date of birth, residence, gender, age, email, telephone number, card number and card type, based on data obtained from the Guest. For the purpose of fulfilling legal obligations, personal data is processed to the extent required by law.

10.4

Personal data will be processed manually and automatically by the Accommodation Provider, through authorized employees and through processors authorized under data processing agreements, as well as other entities necessary for the protection of the Provider’s rights (e.g., courts, experts, insurance companies, law firms).

10.5

The Accommodation Provider will process personal data for the duration of the contract, services and additional services, or for the period required by law, and after fulfilment for the period required by the Provider’s legitimate interest, i.e., 3 years from fulfilment or other termination of the contract.

10.6

The Guest has the right to access their personal data processed by the Accommodation Provider, the right to rectification or erasure, or restriction of processing, the right to object to processing, and the right to lodge a complaint with the supervisory authority, which is the Office for Personal Data Protection (www.uoou.cz). More information on data protection is available at http://www.apartmany-orli.cz, where further details on the processing of personal data are provided.

10.7

When handling payment information and card data, the Accommodation Provider follows PCI DSS security rules (Payment Card Industry Data Security Standard). These globally applicable standards apply to organizations or environments (CDE) where cardholder data and card transactions are processed, transmitted, or stored.

10.8

The Accommodation Provider is entitled to use the Guest’s electronic contact information for sending emails containing commercial communications related to accommodation, services and additional services provided by the Accommodation Provider, information and announcements about events at the Provider’s premises, and direct marketing — all without the Guest’s consent, based on the legitimate interest under Article 6(1)(f) GDPR. The Accommodation Provider must allow the Guest to unsubscribe easily and free of charge in each such communication. The Guest’s right to object to such processing remains unaffected.

11.1

The Accommodation Provider is obliged to accept complaints regarding accommodation, services and additional services at the business premises where acceptance of complaints is possible considering the services provided (these are the premises under Art. 8 g) of the GTC). The Guest may also submit a complaint in writing via email to rezervace@apartmany-orli.cz or to the registered office of the Accommodation Provider.

Possible defects of accommodation or services provided by the Accommodation Provider are handled in accordance with Art. 10 of these GTC (hereinafter the “complaint procedure”) and applicable legal regulations (in particular the Civil Code and the Consumer Protection Act).
The Guest must submit a complaint without undue delay after discovering it, or from the moment they should have been able to discover it, but no later than within 6 months from the end of the stay or the provision of the service.

11.2

When submitting a complaint, the Guest must provide their first and last name, contact details, describe the content and reasons for the complaint, state the requested method of handling the complaint, and, where possible, provide evidence of the circumstances (e.g., photographs or other suitable documentation); it is also recommended to attach documents relating to the provided service (reservation confirmation, proof of payment, etc.).

11.3

The Accommodation Provider shall decide on the complaint immediately; in complex cases within three working days. The complaint, including remedy and information for the Guest, must be resolved no later than within 30 days, unless the parties agree on a longer period. Failure to meet this deadline constitutes a material breach of the contract.

11.4

The Guest must provide the cooperation necessary for handling the complaint, in particular provide required information and evidence. If necessary given the nature of the complaint, the Guest must allow the Provider access to the accommodation premises to assess the legitimacy of the complaint.

11.5

Methods of resolving complaints

11.6.3

If the complaint is found wholly or partially justified and the defect is removable, it will be resolved by free correction of the defect or, if possible, by providing a replacement service (or supplementing the missing part) or by an appropriate discount. If the defect is irremovable, the Guest is entitled to request an appropriate discount or withdraw from the contract. The choice belongs to the Guest and cannot be changed without the Provider’s consent.

11.6.4

If the complaint is found unjustified, the Guest will be informed of the reasons for rejection pursuant to Art. 11.3 of the GTC.

12.1

Matters not expressly regulated by the contract and these GTC are governed by the laws of the Czech Republic, in particular the Civil Code (Act No. 89/2012 Coll.) and the Consumer Protection Act (Act No. 634/1992 Coll.), including cases where the contract contains an international element on the part of the Guest. Accommodation, related services and additional services are provided exclusively in the country of the Accommodation Provider and, if provided to a Guest outside their usual country of residence, are governed by Czech law under Art. 5 and 6 of the Rome I Regulation.

12.2

The contract is concluded in the Czech language; these GTC are also drawn up in Czech. If a translation of the contract or these GTC into another language is prepared for the Guest, the Czech version shall prevail in case of any dispute over interpretation.

12.3

The contract will be stored by the Accommodation Provider; the Reservation Confirmation is sent to the Guest. At the Guest’s request, the Provider shall allow access to the stored contract. Before concluding the contract, the Guest is entitled to modify or cancel the reservation. After concluding the contract, its content may be amended by agreement of the parties.

12.4

The Accommodation Provider is entitled to unilaterally amend these GTC. Such changes do not affect the provisions in force at the time of concluding the contract. The valid and effective version of the GTC is the version valid and effective on the date of conclusion of the contract.
In the event of a conflict between the contract and these GTC, the contract shall prevail; in the event of a conflict between these GTC and other documents of the Provider (e.g., accommodation rules differing from the GTC), these GTC shall prevail.

12.5

These general terms and conditions enter into force and effect for contracts concluded from 1 May 2025.