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Complaint rules

The following Complaint Rules are issued in accordance with the relevant provisions of the Civil Code – Law no. 509/1991 Coll. as amended, and the Decree of the Ministry of Economy of the Slovak Republic No.277/2008 Coll.:

Article 1

Deficiencies concerning accommodation and services provided must be applied at the manager of the guesthouse or another responsible person.

Article 2

The claim shall be processed immediately. If the claim is deemed ineligible, the guests shall be written a record of the complaint. The record shall indicate a precise identification of the service and the time when the service was provided, what the host considers as defect and how the claim will be settled (discount of the price of the service, etc.).

Article 3

The manager or another responsible person will make a decision of the claim immediately, in case of in complicated cases within three days, but no later than 30 days. (Law no. 250/2007 Coll. on Consumer Protection as amended).

Article 4

In the area of accommodation the guest has the right to request a free, proper and timely removal of defects, namely: a) replacement of defective or completion of small room equipment, b) if it is not possible to remove the defect and the room will be leased, the guests are entitled to get a discount from the price of a basic room c) to cancel the contract before staying overnight a get cash refund, if they have already paid for the service.

Article 5

It is necessary that the guest provides assistance needed to handle the complaint to the employee of the guesthouse, especially accurate information regarding the services provided.

Article 6

In the confirmation of booking a service there are the cancellation fees for a pre-ordered service which was unasked on the defined day.

In Žilina, october 8, 2011