Effective from: 1 October 2024
1. INTRODUCTORY PROVISIONS AND DEFINITIONS
1.1 These terms and conditions (hereinafter “Terms”) have been issued by the operator of the accommodation facility Hotel Vincent, which is Eucalypt 4 s.r.o., with registered office at Jičínská 226/17, Žižkov, 130 00 Praha 3, IČO 22103741, DIČ CZ22103741, registered in the Commercial Register maintained by the Municipal Court in Prague, sp. zn. C 410771 (hereinafter “Operator”). Facility: Hotel Vincent, Hradisko 467, 763 26 Luhačovice.
1.2 These Terms apply to all persons accommodated in the Operator’s facility (hereinafter “Guest”) and to users of the online reservation system. The Guest is obliged to comply with these Terms.
1.3 If the Guest is a consumer, relationships not regulated by these Terms shall be governed by Act No. 89/2012 Coll., Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. Consumer rights guaranteed by mandatory legal provisions are not affected by these Terms.
2. ACCOMMODATION RESERVATION
2.1 Reservations may be made via the online reservation system (hereinafter “Reservation System”), by email, or by post.
2.2 In the Reservation System, the Guest selects the dates, number of persons and rooms; the system verifies availability and offers available rooms with price and applicable cancellation terms. The Guest may add additional services for the stated fee.
2.3 The Guest shall fill in mandatory information (name, surname, email, address, telephone and payment/guarantee details) correctly and truthfully. Payment card details are entered by the Guest exclusively into a secure payment gateway; the Operator does not store the card number or CVC and has no access to them (see Article 4).
2.4 After submitting the reservation, the Operator shall send confirmation to the Guest’s email. The reservation is confirmed only upon sending the confirmation email by the Operator; until then it is not confirmed.
2.5 The Reservation System allows booking of 1–4 rooms. For inquiries regarding 5 or more rooms and for group and corporate reservations, the reservation is arranged individually by email and is governed by separately agreed terms in a written offer or contract.
3. PRICE, PAYMENT AND CANCELLATION TERMS
3.1 Price is stated including VAT. Local (spa/recreational) tax is paid on-site in accordance with applicable regulations. Prices may be set dynamically according to season and occupancy; the price confirmed in the reservation is binding for the Guest.
3.2 Reservation guarantee: The reservation must be guaranteed by a valid payment card or deposit according to the selected rate. The Operator is entitled to perform pre-authorization of the price on the card to verify validity and coverage. Pre-authorization is not a final payment and is released within the timeframe set by the issuing bank.
3.3 Payment takes place in CZK: via online payment gateway in advance, by card/cash at reception, or by transfer to an invoice (upon request by the Guest, agency or company paying for the stay). The stay price is typically paid upon arrival, unless otherwise agreed.
3.4 Cancellation terms applicable to the reservation are communicated to the Guest upon reservation (in the Reservation System and in the confirmation email) and set the deadline for free changes/cancellation.
3.5 Cancellation fee amounts to 100% of the price of the first night of the cancelled stay in case of (a) change/cancellation after the set deadline, or (b) no-show (failure to commence accommodation on the arrival date). The Operator is entitled to deduct the fee from the card provided at reservation.
3.6 Non-refundable rate: For discounted rates expressly marked as non-refundable, payment/deposit is due at the time of reservation and in case of change, cancellation or no-show is not refunded. This fact is communicated to the Guest before completing the reservation.
3.7 Unguaranteed reservation: Unless otherwise agreed, an unguaranteed (unpaid) room is held until 18:00 on the arrival date; thereafter it may be released to other interested parties and the reservation expires without any claim by the Guest.
3.8 If the Guest fails to settle all obligations by the latest at checkout (stay, minibar, damage, charges for smoking/noise violations), the Operator is entitled to deduct the outstanding amount from the card provided at reservation.
4. PAYMENT GATEWAY AND ONLINE PAYMENTS
4.1 Online card payments are processed by the payment gateway Comgate a.s., IČO 27924505, with registered office at Gočárova třída 1754/48b, Pražské Předměstí, 500 02 Hradec Králové (hereinafter “Payment Gateway”). The Payment Gateway is active on the Operator’s website. The Operator does not store payment card data; such data is entered and processed in the secure environment of the Payment Gateway in accordance with the PCI DSS standard and 3D Secure verification.
4.2 Accepted cards: Visa, Visa Electron, Mastercard, Maestro, and optionally Apple Pay / Google Pay. Card scheme logos are displayed in the Reservation System and in the website footer.
4.3 Currency: transactions take place in CZK; any conversion is performed by the Guest’s card issuer according to its exchange rate.
4.4 Refunds: If the Guest has a right to refund (cancellation under cancellation terms or cancellation by the Operator under Article 5), the Operator returns the amount to the card/account used for payment, typically within 14 days; the credit timeframe depends on the issuing bank.
4.5 Payment dispute / chargeback shall be raised by the Guest with the Operator without undue delay; the Operator shall provide cooperation with the Payment Gateway.
5. CANCELLATION OR CHANGE OF RESERVATION BY THE OPERATOR
5.1 The Operator shall make reasonable efforts to provide accommodation in accordance with the confirmed reservation.
5.2 Force majeure: Neither party is liable for failure to perform its obligations if prevented by a extraordinary, unforeseeable and insurmountable obstacle arising independently of its will (in particular natural disaster, fire, flood, power or water supply failure, epidemic, official or regulatory measures, war, strike, terrorist act). During the period of force majeure, the obligations of both parties are suspended and each party bears its own costs. In this case, the Operator shall, as far as possible:
– (a) arrange alternative accommodation in a comparable category for the Guest, or
– (b) promptly refund to the Guest all payments made for the undelivered accommodation.
The Operator is not liable to the Guest for damage caused as a result of force majeure. If the force majeure obstacle persists for more than 30 days, either party is entitled to withdraw from the contract without any claim for damages; the Operator shall refund to the Guest any payments already made for undelivered services.
5.3 Outside cases of force majeure under Article 5.2, if the Operator cancels a confirmed reservation, it shall refund all payments made by the Guest and shall compensate the Guest for proven damage in accordance with general legal provisions (in particular the reasonable difference in price of comparable alternative accommodation). Consumer rights under law remain preserved.
6. RIGHTS AND OBLIGATIONS DURING ACCOMMODATION
6.1 Check-in from 14:00; earlier check-in by arrangement and for a fee. Check-out by 10:00; later check-out by arrangement and for a fee.
6.2 Minors must be accompanied by a responsible adult throughout the stay. The Operator is entitled to request presentation of an identity document.
6.3 Smoking ban in all indoor areas; violation results in a flat-rate compensation of 1,000 CZK per incident (cleaning and airing).
6.4 Damage compensation: The Guest is fully liable for damage caused by him/her or by persons using the facility with him/her, including repair costs and special cleaning.
6.5 Guest removal: If the Guest grossly violates these Terms, the House Rules, good morals or public order, or if he/she endangers safety or disturbs other guests, the Operator is entitled to terminate the accommodation without any compensation claim by the Guest; the Guest is obliged to pay for services already provided and for damage caused.
6.6 Detailed rules of stay are set out in the House Rules, which are available to the Guest at reception and on the Operator’s website.
7. COMPLAINTS
7.1 The Operator accepts complaints about services in person, by telephone or by email. The Guest is obliged to lodge a complaint without undue delay, preferably within 8 days after the end of the stay, so that the Operator can arrange remediation.
8. PERSONAL DATA PROTECTION AND COOKIES
8.1 The Operator processes personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Act No. 110/2019 Coll. Details are provided in the document Personal Data Protection Policy on the Operator’s website.
8.2 The website uses cookies; their settings and consent are managed by the Guest via the cookie bar. Details are provided in the Cookie Policy.
9. ONLINE RESERVATION SYSTEM AND WEBSITE
9.1 Users must not interfere with source code, distribute malicious code, overload the server with automated requests or otherwise disrupt the operation of the Reservation System or website. Users are fully liable to the Operator for damage caused in this manner. The Operator is entitled to temporarily interrupt website operation for technical reasons even without prior notice.
10. CHANGES TO TERMS AND FINAL PROVISIONS
10.1 The Operator is entitled to change or supplement these Terms at any time; the new version shall be published on the website with the effective date. For a specific reservation, the version effective at the time of its conclusion is decisive.
10.2 Dispute resolution: Mutual disputes are resolved by the general courts of the Czech Republic. A consumer has the right to out-of-court dispute resolution with the Czech Trade Inspection Authority (www.coi.cz); advice is provided by dTest, o.p.s. (www.dtest.cz/poradna, tel. 299 149 009). The European ODR platform (ec.europa.eu/consumers/odr) may also be used.
CONTACT
Hotel Vincent · Hradisko 467, 763 26 Luhačovice · tel. +420 720 072 780 · email ahoj@vincentluhacovice.cz