FUNDAMENTAL PROVISIONSServices provided follow the provisions of part VIII of the Civil Code No. 40/1964 Coll. as amended as well as regulations issued to implement It
THE RIGHT OF THE CUSTOMER TO CLAIMIn the case when any customer of the HOTEL GINO PARK PALACE **** is provided with services of lower quality or in lesser amount than advertised or agreed in advance, the customer has
the right to claim compensation.
MAKING A CLAIMIf any customer finds out reasons and facts that can be a subject of a claim they are obliged to make
a relevant claim immediately without any delay to the manager of the Hotel Department or another
employee of that department where the service has been provided. In order to undertake a claim
promptly the customer should produce the documents on provided service (copy of the order,
invoice etc.) if they have such documents. The customer making a claim should submit also any
item relevant to the argument if the character of the claimed service requires it The Hotel
Manager or another responsible employee will write the claim of the customer into the Claim
Protocol together with the objective circumstances of the claim. The Manager of the Hotel
Department or an employee charged by them is obliged after careful reviewing to decide about
undertaking the claim either immediately or within 3 days in more complicated cases.
1. CATERING SERVICESIn the branch of the catering services when the right qualify weight temperature, measure and price
were not correct, the customer has the right to ask for a free, proper and timely correction. The
customer should make the claim for the reason of quality and temperature before first tasting the
food or drink.
2. ACCOMMODATION SERVICESIn the branch of the accommodation services the customer has the right to ask for free, proper and
timely corrective action that is replacing or completing of the facilities, according to the Regulation
of the Ministry of Economy of the Slovak Republic No 125/1995 of the Code of Laws.
NON REMOVABLE DEFECTS
1. CATERING SERVICESIn case when it is impossible to rectify any defect in food or drink, the customer has the right for a
complete replacement of the food or drink or a full refund of the paid price.
2. ACCOMMODATION SERVICESIn case when it is impossible to rectify defects of a technical nature in the Hotel room (failure in the
heating system, inconsistent supply of hot water etc.) and the Hotel is not able to provide the
customer with another similar accommodation and in spite of the defects the room will be rented to
the customer then the customer has the right:- to get due discount from the price according to the valid price list
– to cancel the agreement before staying the right and obtain a full refund.In case when, due to unilateral decision of the management the material change in accommodation
will take place in comparison with the agreed accommodation and the customer does not agree with
the alternative accommodation, the customer has also the right to cancel the agreement before
staying the night and to claim a full refund.
TERMS OF MAKING A CLAIMThe customer is obliged to take part in person in undertaking the claim connected with the service
provided and is required to provide objective information regarding the service provided.Where it
is needed the customer must enable any Hotel employee to enter the room rented to them for a
temporary accommodation to make sure of a just claim.
The Claims Order becomes valid on 05.02.2016
INFORMATION OBLIGATION on alternative dispute resolution of consumer disputes
If the consumer is not satisfied with the seller’s handling of his claim or if he believes that the seller has breached his rights, the consumer has the right to contact the seller for a remedy. If the seller has replied to or has not responded to a request for remediation within 30 days of the date of dispatch, the consumer has the right, in order to protect his consumer rights, to file a motion for beginning of alternative dispute resolution to the ADR entity. If the seller has replied to or has not responded to a request for remediation within 30 days of the date of dispatch, the consumer has the right, in order to protect his consumer rights, to seek alternative dispute resolution to an ADR entity. Alternative dispute resolution entities are the Slovak Trade Inspection (www.soi.sk) or other entities included in the List of Alternative Dispute Resolution Bodies maintained by the Ministry of Economy of the Slovak Republic. In the case of a cross-border dispute, the consumer has the right to contact the European Consumer Center (esc-sr.sk), which will provide him with a delivery address, e-mail address or telephone contact to an ADR that is competent to resolve his dispute.