These General Terms and Conditions (hereinafter referred to as "GTC") issued by Finerng International, s. r.o. , with registered office at Stará Lesná 157, 059 52 Stará Lesná, ID No.:36511391, Commercial Register of the District Court of Prešov, Section: Sro, Insert No. 16837/P (hereinafter referred to as the "Operator"), shall apply to the booking of accommodation and related services (hereinafter referred to as "Services") provided by Finerg International s.r.o. in the accommodation facilities operated by it (hereinafter referred to as "Hotels" or in the singular number referred to as "Hotel"), and the hotels Lesná**** and Forton***, which are operated by Finerg International s.r.o. , with registered office at Stará Lesná 157, 059 52 Stará Lesná, ID No.:36511391, Commercial Register of the District Court of Prešov, Section: Sro, Insert No. 16837/Use of the online reservation system operated by Finerg International s.r.o. , the use of the offline reservation system (telephone and e-mail reservations), payment terms, cancellation terms, as well as all other rights and obligations arising from the legal relationship of booking services.
The customer has the possibility to book the services provided in the hotels operated by Finerg International s.r.o. in these GTC. The Customer has the possibility to book services through the online internet booking system available on the hotels' websites or offline by telephone or e-mail booking.
By booking services, the customer declares that he/she has read and understood these GTC. Finerg International s.r.o. is entitled to unilaterally change these GTC, such change being effective against the customer from the date of publication of the changed version of the GTC, whereby the version of the GTC valid and effective on the date of booking by the customer shall prevail for the customer's reservation. Before making any individual reservation, the Customer is advised to familiarize himself with the currently valid and effective version of the GTC, which is available on the website of the hotels operated by the Company www.hotellesna.sk and www.hotelforton.sk. In the case of offline bookings, the currently valid and effective version of the GTC can be consulted on the websites referred to in the previous sentence of these GTC. At the Customer's request, the currently valid and effective version of the GTC may be sent by the Operator to the Customer by means of an e-mail message containing a link to the currently valid and effective version of the GTC to the Customer's e-mail address provided by the Customer when first contacting Finerg International s.r.o. when making a reservation under these GTC.
When making an online reservation, the customer has the opportunity to search for the current available accommodation capacities in hotels operated by Finerg International s.r.o. according to the requirements entered by the customer in the online reservation system (e.g. accommodation facility, arrival date, departure date, room type, number of rooms, number of persons and age composition, etc.) located on the operator's website referred to in clause 1.2 and 1.3 of these GTC at the prices indicated directly when making an online reservation on the respective website after entering the customer's requirements in the form located there.
"booking confirmation" with your booking reference number. In addition to the reservation number, the "booking confirmation" document contains basic information about the stay and the participants, the services booked and paid for, information about the accommodation facility, information (in the form of a link to the relevant website) about the GTC and cancellation conditions, and other additional information (check-in, check-out, possibility of accommodation with a pet, options for additional services, etc.).
The reservation number serves as a contact number for any further actions related to the reservation by the customer. The customer is obliged to keep the reservation number safely and to have it available in case of need.
In the case of offline e-mail booking, the customer has the possibility to contact the operator by e-mail to the e-mail addresses published on the operator's website and individual hotels in order to obtain a price offer for the services selected by the customer.
In the email, the customer is obliged to specify the basic requirements for the services (hotel, number of persons and age of children, number of rooms, type of room, date - date of arrival and date of departure, name and surname of the customer, any other requirements of the customer). Upon receipt of the customer's e-mail enquiry, the operator shall either contact the customer with a request to clarify the criteria sent by the customer or to complete the necessary information or, in the case of a complex enquiry, the operator shall send to the customer, at the customer's e-mail address from which the e-mail enquiry for booking services was received by the operator, a quotation for services drawn up in accordance with the customer's requirements specified in the e-mail. The quotation may also be sent to the customer at another e-mail address specified by the customer in the e-mail request. For the avoidance of doubt, if no other e-mail address is provided by the customer, the quotation shall always be sent exclusively to the e-mail address to which the e-mail enquiry was delivered to the operator. A reservation made by the customer in this way is a so-called non-binding reservation (see point 2.4 of these GTC).The validity of the price offer is 24 hours from the moment of its creation by the operator and is a non-binding price offer, i.e. it does not represent the customer's right to the services (capacity) and price selected by the customer.
If the customer chooses one of the quotations sent by the operator, he/she will contact the operator by e-mail within 24 hours to confirm his/her interest, indicating the specific details of the stay and the conditions of the booked services (date of arrival and departure, selected hotel, room type, number of rooms and their occupancy, number of participants and their age, catering services, etc.). If, by the time the customer's confirmation of interest is received by the operator, the possibility of booking the services selected by the customer (capacity, etc.) or a change in price occurs, the operator shall send the customer a new quotation and, if the customer is not interested in the change, the communication between the customer and the operator, as well as the request and the quotation, shall be terminated, without the customer being entitled to any financial or non-financial compensation or damages. If in the meantime the services selected by the customer have been paid for, the operator shall reimburse the customer for the amount paid by the customer within 14 days of the date of termination of the request and offer, by means of a cashless bank transfer to the customer's bank account from which the payment was made. In the event that the services selected by the customer and/or their price are up to date and valid by the time the operator receives confirmation of the customer's interest, or if the customer, in the event that these have changed, also expresses interest in the changed services and/or price, the Operator shall send the Customer by e-mail a "pre-booking information and advance invoice" document containing the details of the services selected by the Customer, the Customer's name and surname, the booking number, the date of arrival and departure, the hotel, the room type, the number of guests and their age, the price of the stay, information on what is included in the price of the stay, the payment terms, cancellation terms, etc.
The document "advance invoice" is the basis for the payment of the services selected by the customer, which contains information on the due date, the variable symbol of payment and the method of payment. If the correct variable symbol number (booking number) is not provided, the customer's payment cannot be attributed by the operator and therefore the payment made in this way is deemed not to have been made. The due date for payment of the services selected by the customer is generally 7 days from the date of issue of the "advance invoice" document to the customer. The Operator reserves the right to determine individually a different payment period than that specified in the preceding sentence. If the price is not paid properly and on time (in the correct amount with the correct variable symbol and within the due date), the advance booking is cancelled by the operator and the customer's right to the advance booking is terminated and the customer is notified by e-mail of the cancellation of the advance booking, without the customer being entitled to any financial or non-financial reimbursement or compensation for damages.
After the customer has paid for the selected services, a document is emailed to the customer
"booking confirmation" with your booking reference number. In addition to the booking number, the "booking confirmation" document contains basic information about the stay and the participants, the services booked and paid for, information about the hotel, information (in the form of a link to the relevant website) about the GTC and cancellation policy, and other additional information (check-in, check-out, possibility of accommodation with a pet, options for additional services, etc.). The reservation number serves as a confirmation of the reservation, as contact information for any further actions related to the reservation by the customer, including the application of the reservation upon arrival at the accommodation facility. The customer is obliged to keep the reservation number safely and to have it available in case of need.
The "booking confirmation" document is sent to the customer by e-mail to the e-mail address provided by the customer when making an offline booking, immediately after the funds for the accommodation and related services booked by the customer have been credited to the operator's bank account.
In the case of offline telephone booking, the customer has the possibility to contact the operator by telephone at the telephone numbers published on the operator's and individual hotels' websites and at the times specified by the operator and published on the operator's and individual hotels' websites, in order to obtain a quotation for the services selected by the customer.
The telephone conversation is recorded for the purposes of control and improvement of the quality of services provided by the operator.
The provisions of clauses 2.3.1.2 to 2.3.1.7 of these GTC apply mutatis mutandis to the offline telephone booking procedure.
If the customer does not have an e-mail address, the operator shall agree with the customer on the method of communication and delivery of documents individually.
By making a reservation, the customer declares and is responsible for the fact that he/she is an adult (18 years of age or older) and legally capable of legal acts, i.e. capable of acquiring rights and assuming obligations on his/her own behalf.The contractual relationship between the operator and the customer arises at the moment when the customer receives the "reservation confirmation" document from the operator.
Until the moment of delivery of the "booking confirmation" document to the customer, the customer's reservation is not binding for any of the parties (neither for the customer nor for the operator) and the customer does not have the right to reserve the requested capacity (hotel, room type, number of persons, number of rooms, etc.) or the right to the price of the services stated in the price offer, i.e. it is a so-called non-binding reservation. The reservation becomes binding only when the funds are credited to the operator's bank account in accordance with point 2.4.5 of these GTC and the "confirmation of reservation" document is delivered. The e-mail message is deemed to have been delivered at 9.00 a.m. on the day following the day of its sending, unless a message stating that delivery is impossible is received by the sending party within this time limit. In the event that the customer does not receive the e-mail message containing the "booking confirmation" document within 5 working days of payment of the price of the services booked by him, the customer is advised to contact the operator's reservation department by telephone or e-mail.
The date of payment of the booked services is the date on which the funds in the correct (invoiced) amount are credited to the bank account of Finerg International s.r.o..
In the case of offline bookings made by the customer 7 days or less prior to the arrival date, service bookings can be made only if the capacity and operational possibilities of the operator allow it. The operator reserves the right to shorten the due date of the services selected by the customer, which the operator informs the customer about in the "pre-booking information"
When making a reservation, the customer is obliged to specify the exact number of persons who are to be a participant in the reserved stay, in the case of children under the age of 18 also their age. The decisive moment for determining the age of children under 18 is the day of arrival. If the customer making the reservation is not the participant of the stay, he/she is obliged to indicate the name and surname of the adult person, e-mail address and telephone number for whose benefit the reservation will be made.
Upon confirmation of the reservation, the operator guarantees the customer the type of room indicated in the "reservation confirmation" document. In the event of an operational or capacity need, the operator or the hotel reserves the right to provide the customer or participants with the provision of services in a room of the same or comparable standard as the room type indicated in the "booking confirmation" document without the customer being obliged to pay the additional price of the accommodation services.
In the event of a customer's request for a specific room in the hotel (e.g. a specific room number, view, floor, orientation to the world, etc.) within one and the same room type as indicated in the "booking confirmation" document, the operator will comply with the request if the hotel's capacity and operational possibilities allow it and only upon payment of a booking fee for a specific room in the amount of 50% of the price of accommodation services for each one night (overnight stay). In the event of non-payment of the fee or failure to specify this request when booking, the operator cannot guarantee the provision of services in a specific room. In such a case, the customer or participant is not entitled to any financial or non-financial compensation or damages, nor is he/she entitled to make a claim for this reason.
The operator's practices and actions are based on ethical principles and respect the privacy of the customer. The operator's reservation systems use state-of-the-art encryption systems for sensitive data and data, which guarantees the full security of the data provided when making a reservation.
The customer is obliged to pay the price for the booked services in full (100%) at the time of booking.
The form of payment depends on the customer's chosen method of booking services (online or offline booking). The Operator reserves the right to extend or restrict individual payment methods for booking in relation to individual methods of booking services (online or offline booking), individual dates or individual hotels. The customer is informed of the payment options directly on the website through which he/she makes the online booking (the operator's website), after filling in all the required data and before paying for the services booked and confirming the order with the obligation to pay, or he/she is informed of this directly by an employee of the operator by e-mail or by telephone when making an offline booking. For offline bookings, payment can be made by wire transfer or payment through a payment gateway, unless otherwise specified by the operator. The customer is obliged to comply with the payment method specified by the operator.
The bank charges associated with the payment of the price for the services booked by the customer shall be borne in full by the customer.
The operator reserves the right to limit or exclude the possibility of offline payment (payment by wire transfer to the operator's bank account) in cases specified by the operator, which will be notified to the customer before confirming the order (booking) with the obligation to pay (e.g. in the case of promotional stays, in the case of Last Minute stays, the use of the Promo Code, etc.).
The price for accommodation and related services also includes value added tax in accordance with the relevant legislation. However, the price does not include local tax, which the customer is obliged to pay directly at the accommodation establishment in accordance with the local tax rates applicable under the relevant legislation at the time of the customer's stay at the accommodation establishment. The service bill (tax receipt) is issued to the customer on the day of departure directly at the hotel reception. In case the customer wishes to issue a tax document in the form of an invoice issued in favour of a legal entity or natural person - entrepreneur and makes the reservation online, he/she is obliged to tick the box "issue invoice to company" in the online form in the step "summary of reservation" and at the same time enter the information about the country of registration of the legal entity or natural person - entrepreneur and the business name or ID number of the legal entity or natural person - entrepreneur. If it is not possible to retrieve online all the identification data of the legal entity or natural person - entrepreneur, he/she is obliged to enter the exact and correct invoicing data of the legal entity (e.g. business name, registered office, registration number, VAT number, VAT number, registration in the commercial register, bank connection) or the natural person - entrepreneur (e.g. Changes to the billing data after the customer has made a payment by credit card or entered a bank payment order during the online booking are no longer possible! In the case of an offline booking, it is necessary to indicate the request for a tax document in the form of an invoice issued in favour of a legal entity or natural person - entrepreneur and the exact and correct billing data directly when making the booking in an e-mail to the operator or by telephone. Changing the billing details in the case of offline booking after payment for the stay is no longer possible.
Any changes to the reservation (change of date, change of number of persons or age categories of persons, change of the scope of reserved services - limitation or extension, etc.) are possible after the confirmation of the reservation only if the operational and/or capacity possibilities of Finerg International s.r.o. allow it. The customer has no legal right to make changes to the reservation after confirmation of the reservation.
Any changes made to a reservation after the confirmation of the reservation can only be made after the reservation number sent to the customer has been provided in the "confirmation of reservation" document. The customer may request changes to the booked accommodation and related services by telephone or e-mail via the operator's reservation department using the contact details provided in the "booking confirmation" document. If the customer requests a change to the confirmed reservation that cannot be accommodated for capacity or other operational reasons on the part of the operator, the operator is not obliged to accommodate the customer's request for a change to the confirmed reservation and the operator has the right to refuse the customer's request, without the customer being entitled to compensation or any other financial or non-financial compensation from the operator.
The Operator reserves the right to individually assess the Customer's request to change the date of the booked services, exclusively under the conditions set by the Operator, which the Operator informs the Customer about after the Customer's request to change the date of the booked services and before confirming the change of the date of the booked services based on the Customer's request.
In the event of a change in the date of a confirmed reservation (booked services), the terms and conditions set by the operator (in particular the cancellation conditions), which the operator informs the customer about before confirming the change in the date of the booked services, shall prevail over the provisions of these terms and conditions.
Changing the date of a confirmed reservation is only possible until the date of the Operator's entitlement to a cancellation fee under these Terms and Conditions, provided that the capacity and operational possibilities of the Operator and the hotel allow it. In this case, the previously issued "booking confirmation" is cancelled and the price paid by the customer for the previously booked services is considered as payment (partial payment) for the changed booked services. In the event that the customer is obliged to pay the additional price in connection with the granting of the customer's request to change the date of the booked services, the customer is obliged to pay the difference in the price of the services on the changed date compared to the originally booked date to the operator by wire transfer to the operator's bank account and in the manner specified in the document sent to the customer by e-mail to the e-mail address provided by the customer when making the original booking. Only after the customer has paid the balance is a new "booking confirmation" sent to the customer, and only at this point does the customer have the right to the provision of the services booked on the changed date. In the event that there is no increase in the original price paid by the customer in connection with the granting of the customer's request to reschedule the booked services, the price previously paid by the customer for the services shall be deemed to be the price of the services on the rescheduled date. The rescheduling of the booked services is not possible after the date specified in the third sentence of this clause of the Terms and Conditions.
The operator reserves the right to individually assess the customer's request to change the number of reserved beds, rooms or number of persons (participants of the stay), or change of persons (change of participant of the stay), exclusively under the conditions set by the operator, which the operator informs the customer after the customer's request to change the date of the booked services and before confirming the change of the date of the booked services on the basis of the customer's request. In the event of a change of the date of the confirmed reservation (booked services), the terms and conditions laid down by the operator, of which the operator informs the customer before confirming the change of the date of the booked services, shall prevail over the provisions of these terms and conditions. A change of the confirmed reservation is only possible within the period up to the day before the day of arrival, provided that the capacity and operational possibilities of the operator and the hotel allow it. The customer has no legal right to such a change. In the event that in connection with the granting of the customer's request for a change under this point of the GTC the customer is obliged to pay the difference in the price of the services compared to the original price to the operator in the manner specified in the document sent to the customer by e-mail to the e-mail address provided by the customer at the time of making the original reservation. Only after the customer has paid the additional amount is the customer sent a "booking confirmation" with the change and only at this moment the customer is entitled to the provision of the services booked by him in the changed scope. In the event that there is no increase in the price originally paid by the customer in connection with the granting of the customer's request to change the scope of the services booked, the price previously paid by the customer shall be deemed to be the price of the services in the changed scope.
The Operator reserves the right to individually assess and determine the validity of a customer's request to change a confirmed reservation for serious reasons on the part of the customer or the person who is to be a participant in the stay (e.g. accident, serious illness, death, etc.), and for the purpose of assessing such a customer's request, the customer is obliged to prove to the Operator the existence and duration of the serious reasons (e.g. by confirming the following
hospitalization, medical report, death certificate, etc.). The customer is not legally entitled to a change or any financial or non-financial compensation in these cases.
In the event of non-use of the booked services for any reason on the part of the customer or the person who is to be a participant in the stay, or without giving any reason (non-arrival), the customer shall not be entitled to any financial or non-financial compensation, compensation or damages.
In the event of non-use of the booked services for any reason on the part of the customer or the person who is to be a participant in the stay, or without stating the reasons in full (early departure from the stay, late arrival date for the stay), the customer is not entitled to any financial or non-financial compensation, compensation or damages. The Operator reserves the right to individually assess and determine the validity of the customer's request for compensation for non-arrival or non-use of the booked services in their entirety for serious reasons on the part of the customer or the person who is to be a participant in the stay (e.g. For the purpose of assessing such a request from the customer, the customer is obliged to prove to the operator the existence and duration of the serious reasons (e.g. certificate of hospitalization, medical report, death certificate, etc.). The customer is not legally entitled to compensation in these cases.
At the moment of conclusion of the distance contract for the provision of services, the customer is not entitled to withdraw from the contract for the provision of services within the meaning of Section 7(6)(k) of Act No. 102/2014
Z.z. on consumer protection in the sale or provision of services under a distance contract or a contract concluded away from the seller's business premises and on amendment and supplementation of certain laws, as amended.
The Operator shall allow the Customer to cancel a confirmed reservation (from the moment of the contractual relationship pursuant to clause 2.4.2 of these GTC) for any reason or for no reason at all, either in writing to the Operator's registered office address set out in clause 1.1 of these GTC, or electronically by email cancellation notice sent to the email address set out in the "confirmation of reservation" document, quoting the booking reference number.
In the event of cancellation of a reservation pursuant to clause 4.3.2 of these GTC, the Operator shall be entitled to payment of the cancellation fee at the time of cancellation of the reservation by the customer as follows:Cancellation policy TOP season (including Easter, Christmas, New Year's Eve) and First Moment:
Early booking is a booking made by the customer at least 7 days before the day chosen by the customer as the day of arrival under the conditions specified by the operator for the so-called Early Booking. In the event of cancellation or partial cancellation, the cancellation conditions set out in clause 4.3.3 of these GTC apply.
For the application of the cancellation fee and the determination of its amount, the date of arrival (day of arrival) indicated in the "booking confirmation" document is decisive for the application of the cancellation fee:
In the event of cancellation or partial cancellation of the reservation or non-arrival of the customer or participants or any of them for the stay, the operator shall send the customer an e-mail notification of the operator's claim to the cancellation fee and its amount in accordance with these GTC within 14 days from the date of cancellation or partial cancellation of the reservation or, in the case of non-arrival, from the date specified as the day of arrival for the stay. By booking accommodation and related services according to these GTC, the Customer agrees and acknowledges that the Operator is entitled to unilaterally set off the Customer's claim for a refund of the price paid by the Customer for the booked accommodation and related services against the Operator's claim for payment of the cancellation fee in the amount specified in these GTC in the event of cancellation or partial cancellation of the booking or non-arrival, namely in the amount of, to the extent that these claims overlap, whereby the amount exceeding the mutual claims of the Customer and the Operator in favour of the Customer shall be reimbursed by the Operator to the Customer in the same manner as the payment for the booked accommodation and related services was made by the Customer, depending on the form of payment chosen by the Customer when booking the stay, within 14 days of the day following the date of cancellation or partial cancellation of the booking or non-arrival. The bank charges associated with the refund shall be borne in full by the customer. The operator reserves the right to individually assess the cancellation or partial cancellation of the reservation by the customer in the event of serious reasons on the part of the customer or one of the participants of the stay (e.g. injury, serious illness, death, natural disaster, etc.) and the customer is obliged to prove to the operator the existence and duration of the serious reasons.
In the event that for reasons on the part of the operator or hotel (operational reasons, capacity reasons, etc.), the operator shall immediately inform the customer of this fact by e-mail to the e-mail address provided by the customer at the time of booking or by telephone to the e-mail address provided by the customer at the time of booking, at the same time, depending on the capacity and operational possibilities of the operator and the hotels operated by the operator, it will present the customer with a proposal for the use of the services on the same date as booked by the customer in another hotel operated by the operator of the same or higher standard or in the same hotel on a different date, without the customer being obliged to pay a supplementary fee for the services thus provided.
In the event that the Customer accepts the Operator's offer pursuant to clause 4.4.1 of these GTC, the Customer shall not be entitled to any further financial or non-financial compensation or damages.
In the event that the customer does not accept the operator's offer under clause 4.4.1 of these GTC, the customer's reservation shall be cancelled and the operator shall refund the customer the price paid for the booked services in the same way as the customer's payment for the booked services, depending on the form of payment chosen by the customer when booking the stay, within 14 days of the day following the date of cancellation.
The operator shall not be obliged to provide the customer or the participants of the stay with the booked services at all or to the agreed extent in the event of the occurrence of circumstances that exclude liability. Circumstances precluding liability are obstacles which have arisen independently of the will of the operator and which prevent the performance of the operator's obligations and it cannot reasonably be assumed that the operator would have been able to avoid or overcome the obstacle or its consequences, nor that the operator could have foreseen the obstacle at the time of the contractual relationship, i.e.i.e. force majeure events (natural disasters, strikes, wars, disasters, supply disruptions, etc.) which are beyond the control of the operator and which prevent or interfere with the performance of the operator's obligations. In the event of the occurrence of circumstances of so-called force majeure, the operator is obliged to immediately inform the customer of this fact, including an indication of the expected duration of the force majeure. In such a case, the operator shall agree with the customer individually on how to resolve the situation. However, the customer shall not be entitled to compensation for any damages resulting from circumstances excluding liability.
The operator is entitled to offer promotional stays (Last Minute, First Minute, special stay packages with ski passes, tickets for cableways or water parks included in the price, etc.). The number of rooms reserved for promotional stays is limited.
The Operator is entitled to provide customers with promo codes, either addressed or unaddressed, entitling customers to use the Operator's special promotions. If the customer wishes to use a promo code, he/she shall enter a promo code at the designated place during the online booking, which entitles him/her to use the special offer of the operator, where the customer will also be informed about the validity period and conditions of use of the promo code. Unless the specific terms and conditions of the promo code state otherwise, the promo code can only be used in the case of an online booking with online The operator reserves the right to change or cancel the promo code or the conditions of its use or validity period during its validity period. In the event of a change of booking of a stay using a promo code, the promo code cannot be used if the change of booking concerns a change of the date of stay outside the validity period of the promo code. There is no legal entitlement to receive or use the promo code.
It is not possible to combine or accumulate discounts or any promotional offers of the operator.
Special cancellation and cancellation conditions set by the Provider may apply for promotional stays. The special conditions that will be included in the offer of the promotional stay will take precedence over any different modification of these GTC.
The Complaints Procedure contained in Article 6 of these GTC applies exclusively to claims arising from defects in the services provided by the operator from the moment of the commencement of the online or offline booking of services by the customer until the moment of the customer's arrival at the hotel.
The provision of services by Finerg International s.r.o. is governed by the relevant provisions of Act No. 40/1964
250/2007 Coll. on Consumer Protection and on Amendments to the Act of the Slovak National Council No. 372/1990 Coll. on Offences, as amended, and other generally binding legal regulations.
The Customer has the right to the provision of services in the agreed or usual scope, quality, quantity and term.The Customer is obliged to make claims for defects in services (claims) without undue delay after discovering the reasons for making a claim, but no later than the next calendar day, otherwise the right to claim expires. The Customer has the possibility to make claims for service defects (claims) electronically by e-mail sent to the e-mail address recepcia@hotellesna.sk or in writing to the address of the registered office of Finerg International s.r.o. within the time limit set out in these GTC. In the case of a written claim, the time limit shall be deemed to have been observed if the written claim is received by Finerg International s.r.o. on the first working day after the Customer's right to make a claim has arisen. In the event that the customer or the participant of the stay has the right to make a claim for defects in services during the stay in a hotel operated by Finerg International s.r.o., the customer or the participant of the stay is obliged to make this claim no later than the end of the stay (by the day of departure) directly at the reception of the hotel concerned, otherwise the right to claim shall be extinct.
The customer is obliged to quote the booking reference number when making a claim. Finerg International s.r.o. is also entitled to request confirmation of the reservation from the customer. Finerg International s.r.o. will, after examining the claim, decide on the method of handling the claim immediately, in more complex cases within 3 working days. The time limit for processing the complaint shall not exceed 30 days from the date of its submission. For the purpose of handling the complaint, the customer is obliged to provide contact details through which he/she will be informed of the method of handling the complaint in the event that it is not possible to handle the complaint immediately after it has been submitted. The customer is obliged to provide Finerg International s.r.o. with the necessary assistance required by Finerg International s.r.o. for the proper handling of the complaint.
If Finerg International s.r.o. accepts the validity of the customer's complaint, it will provide the customer with alternative accommodation (the possibility of accommodation in another room of the same or higher standard or in another hotel operated by Finerg International s.r.o. on the same or an alternative date). In the event that the Customer does not agree to the provision of an alternative service or in the event that the operational and/or capacity capabilities of Finerg International s.r.o. do not allow for the handling of a legitimate complaint in the manner set out in the preceding sentence, the price paid by the Customer for the services booked shall be refunded to the Customer in the event of a legitimate complaint, or a discount shall be granted on the price paid by the Customer for the services booked in the amount determined by Finerg International s.r.o..
Finerg International s.r.o. reserves the right to individually assess each case of a service claim and to assess the validity of the claim and the customer's requirements.
Finerg International s.r.o. shall not be liable for failure to provide services and/or failure to use services by the customer, or failure to use the services booked and paid for by the customer in full due to force majeure. Force majeure is defined as a situation which makes it impossible to fulfil the obligations arising from a legal relationship (e.g. natural disasters, permanent energy shortages, armed conflicts, state of war or emergency, war).
If the customer - a consumer, a natural person who does not act within the scope of his/her business activity, employment or profession when concluding and performing a consumer contract, is not satisfied with the manner in which the operator as a seller has handled his/her complaint or believes that the operator has violated his/her rights, the customer has the right to turn to the operator as a seller with a request for redress. If the operator responds to the customer's request pursuant to the preceding sentence in a negative manner or fails to respond to such request within 30 days from the date of its dispatch by the customer, the customer shall have the right to submit a proposal for the initiation of an alternative dispute resolution to the alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution of consumer disputes and on amendment and supplementation of certain acts. The competent entity for alternative dispute resolution of consumer disputes with the operator as a seller is a) the Slovak Trade Inspection, which can be contacted for the above purpose at the Central Inspectorate of the SOI, Department of International Relations and ADR, Prievozská 32, mailbox 29, 827 99 Bratislava or electronically at ars@soi.sk or adr@soi.sk or b) another competent authorised legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorised entities is available at http://www.mhsr.sk/list-of-subjects-of-alternative-resolution-of-consumer-disputes/146987s ), while the customer has the right to choose which of the above-mentioned alternative dispute resolution entities to turn to. The customer may use the online alternative dispute resolution platform available at http://ec.europa.eu/consumers/odr/index_en.htm to submit a proposal for alternative dispute resolution of his consumer dispute. For more information on alternative dispute resolution for consumer disputes, please visit the Slovak Trade Inspection website: http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych- sporov.soi.
Information regarding the protection of personal data is contained in the Privacy and Data Processing Policy of Finerg International s.r.o. and is published on the website www.hotellesna.sk and www.hotelforton.sk
The information provided to the customer in the "booking confirmation" document is binding on the customer and the participants of the stay. The customer is obliged to check all the information in the "booking confirmation" document after receiving it and in case of any ambiguities, questions or discrepancies, to contact the operator immediately in order to resolve the situation. Discrepancies subsequently discovered which the customer should or could have discovered on receipt of the "booking confirmation" document cannot be taken into account and do not give rise to a claim by the customer or the participants.
The operation of individual accommodation facilities depends on the operator's decision and information about the current offers of products and services, possible restrictions on the operation of individual accommodation facilities, additional services (catering, wellness), as well as other services provided by the operator at the location of individual accommodation facilities.
The customer and the participants acknowledge that the check-in and check-out time is determined individually by each accommodation facility depending on its capacity and operational capabilities. Unless otherwise stated in the "booking confirmation" document or subsequently communicated to the customer by the operator or the accommodation, check-in is possible on the day of arrival according to the reservation from 14.00 and check-out is on the day of departure according to the reservation until 10.00.
In case of special requests (baby cot, late check-in or check-out, early check-in or check-out, reservation of additional services (massages, wellness treatments, etc.), possibility of accommodation with a pet and conditions of accommodation with a pet, parking services, etc.), the customer is obliged to contact directly the reception of the accommodation facility where he/she has booked the accommodation and related services. Information on additional services and facilities in individual accommodation establishments is available on the websites of the individual accommodation establishments operated by the operator, or is provided to the customer or participants directly through the reception of the accommodation establishment where the customer has booked the accommodation and related services, or is included in the accompanying documents when sending the "booking confirmation" document to the customer. In the interests of the satisfaction of the customer or participants, the customer is always advised to enquire about any special matters before arriving at the accommodation establishment.
The operator reserves the right to provide children under 6 years of age with a discount on the price of accommodation services, namely for children from 0 to the day preceding the date of reaching 6 years of age 100% discount on the price of accommodation services without the right to a bed or extra bed. The operator reserves the right to change the age category as well as the amount of the discount it provides due to age.
Neither the customer nor the participants of the stay have the right to compensation or any other financial or non-financial compensation due to the fact that for operational reasons on the part of the operator or the accommodation facility it was not possible to provide the customer or the participant of the stay with additional services in full (e.g. limitation of the wellness centre, increased noise due to the organisation of a wedding or a celebration on the premises of the accommodation facility, closure of the operation of swimming pools or saunas in the case of hotels located in or near water parks, etc.).The accommodation operator reserves the right to require a security deposit from the customer or participant in the form of a pre-authorisation on the customer's or participant's payment or credit card or other form of financial security, whereby by marking the security deposit on the registration form or on a separate form, the customer or participant gives consent to the security deposit and its use for the purpose of payment by the customer or participant of the unpaid services used by the customer or participant in the stay (e.g. or compensation for damages caused by the customer or participants during their stay in the accommodation facility on the property of the operator or the hotel.
These GTC, as well as all legal relations arising on the basis of these GTC and when making a reservation under these GTC, are governed by the law of the Slovak Republic. All legal relations not governed by these GTC shall be governed by the generally binding legal regulations in force in the territory of the Slovak Republic.
Any dispute arising out of these GTC or the legal relations arising therefrom, including a dispute over the interpretation of these GTC, in the event that an amicable settlement is not reached between the parties to the legal relationship, shall be subject to the jurisdiction of the Slovak courts.
If any provision of these GTC is or becomes invalid, ineffective or unenforceable, such invalidity, ineffectiveness or unenforceability shall not affect the validity and effectiveness of the remaining provisions of these GTC.
These GTC come into force and effect on 21.07.2022
These GTC replace the GTC valid until 21.07.2022 as of the date of entry into force.
These GTC apply to the regulation of rights and obligations when booking accommodation and related services in accommodation facilities operated by Finerg International s.r.o. If the provisions of the terms and conditions relating to individual services provided by Finerg International s.r.o. (hereinafter referred to as the "Special Terms and Conditions") contain a different regulation than these Terms and Conditions, the provisions of the Special Terms and Conditions shall prevail, and the provisions of the Special Terms and Conditions shall prevail over the provisions of these GTC. In matters not covered by the Special Terms and Conditions, the provisions of these GTC shall prevail.
In Stará lesná, 21.07.2022
HOTEL LESNÁ****
Stará Lesná 157, 059 52 Stará Lesná
+421 52 4761 000
+421 910 998 827
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