Complaints procedure of the apartment house GOLDEN APARTMENTS

Article 1

Basic provisions

The provision of services is governed by the provisions of Part VIII. Civil Code No. 40/1964 Coll. as amended, and regulations issued for its implementation.

Article 2

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 is usual at Golden Apartments, the customer has the right to make a complaint.

Article 3

Claim application

If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a possible complaint immediately without unnecessary delay with the head of the hotel operation or another responsible employee in the operation where the service was provided. In order to speed up the processing of complaints, 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 service being complained about requires it, the customer must also submit the item for which he blames the error when making a complaint. The head of operations or a worker authorized by him is obliged, after a careful examination, to decide on the method of dealing with the circumstances of the complaint immediately, or in more complex cases within 3 days.

Article 4

REMOVABLE ERRORS - accommodation services

In the area of accommodation services, the customer has the right to free, proper and timely elimination of deficiencies, i.e. replacement or addition of small equipment within the scope of Decree MH SR No. 125/1995 Coll.

Article 5

INCREDIBLE ERRORS - accommodation services

In the event that it is not possible to remove technical defects in the hotel room (failure of the heating system, poor hot water supply, etc.), and if the apartment house 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 confirmed order or contract before overnight stay and 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.

  Article 6

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.

Article 7

Final provisions

This complaint procedure takes effect on January 1, 2023

According to Act No. 250/2007 Coll. about consumer protection, it is necessary for the seller to inform the consumer before concluding the contract, or before the consumer sends the order, in a clear and comprehensible way about the possibility to turn to the subject of alternative dispute resolution in cases established by Act no. 391/2015 Coll. on alternative dispute resolution.

According to Act no. 102/2014 Coll. on consumer protection when selling goods or providing services based on a contract concluded at a distance or a contract concluded outside the seller's premises. At the same time, he is obliged to indicate on his website a link to the alternative dispute resolution platform https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage, through which the consumer can submit a proposal to initiate alternative dispute resolution.

It is also necessary for the seller to provide consumers with information that the list of alternative dispute resolution entities can be found on the website of the Ministry of Economy of the Slovak Republic - http://www.mhsr.sk/.

Developed by PhDr. Katarína Olekšáková, manager