ROYAL SPA - Kur and Spa Hotels

GENERAL TERMS OF BUSINESS
FOR PURCHASERS OF SERVICES AT ROYAL SPA FACILITIES

Royal Spa General Terms of Business are applicable at the following facilities:

Royal Spa Hotel Marienbad (LS Royal Mariánské Lázně, a.s.)
Miramare Spa Hotels (Léčebné lázně Luhačovice Sanatorium Miramare, s.r.o.)
Ostrožská Nová Ves Sulphur Spa (Sirnaté lázně Ostrožská Nová Ves, s.r.o.)
Velké Losiny Thermal Spa and Diana Wellness Hotel (Lázně Velké Losiny, s.r.o.)

The General Terms of Business define relationships with persons or partners who have not signed a bilateral contract.

I. ORDERING ACCOMMODATIONS AT ROYAL SPA FACILITIES
1) Accommodations at Royal Spa facilities can be ordered only in writing (by letter, fax,
or email, or by completing and sending a form located on all of the Royal Spa facility websites).
2) The booking is accepted upon written confirmation by an authorised person from the Royal Spa facility.
3) At the same time the client is sent confirmation of the booking, the client is called upon to pay a deposit or pro-forma invoice in an amount adequate to the price of accommodations, payable by the date listed on the invoice. If payment is not made by the due date, the reservation of accommodations expires and the booking is thus automatically cancelled.
4) Reservations and bookings of accommodations can also be accepted and confirmed by providing a valid credit card number as a guarantee. If services are not used, a cancellation fee is charged according to the cancellation policy.
5) Online reservations are binding. The list of contracted services and prices in the reservation confirmation is binding.

II. PAYMENT CONDITIONS
1) Upon arrival, the client can pay for accommodations at the reception of the Royal Spa facility in cash or by credit card. We accept most major credit cards (a list of credit cards that can be used to pay for accommodations is available at the reception of each facility and on the websites of the Royal Spa facilities).
2) The client can pay for accommodations before arrival by wire transfer to the selected Royal Spa hotel bank account. It is essential that confirmation of payment by wire transfer be presented upon arrival at the hotel reception. Accommodations can also be paid by postal order, which the client can receive with a letter of confirmation upon request.
3) The prices do not include any fees (occupancy tax, spa tax etc.). These are collected in the amount determined by the local municipal bylaws upon check-in at the spa hotel. Persons who hold ZTP and ZTP-P cards (severely physically disabled persons and their personal escorts), persons under the age of 18 and over the age of 70 are exempt from paying the spa tax.
 

4) When paying for accommodations reserved through the online reservation system, it is necessary to proceed as follows: To guarantee the online reservation, a credit card number must be entered or wire transfer must be selected as the method of payment. The information on the credit card is available only to the hotel where the client is reserving a room, and the card will be used for pre-authorisation. To secure and encrypt information about the card, "Secured by USERTRUST" technology is used. If wire transfer is used as the form of payment, the client receives a "deposit certificate" for 50% of the price of accommodations. Payment is due within three days. (If the client will transfer payment to the hotel bank account using a postal order, payment can be credited to the account within five days.)

III. RIGHTS AND OBLIGATIONS OF THE CLIENT
1) By entering into the accommodation agreement, the client acquires the right to ordinary use of the rented space and hotel facilities that guests can use regularly and without special conditions, and the right to regular service. The client must exercise their rights in accordance with existing hotel guidelines or regulations (house rules).
2) The client has the right to issue a complaint regarding any inadequacies in the services provided. This complaint must be issued in a timely manner and without undue delay so that corrective action can be taken, if possible right on site. Issuing the complaint right on site makes it possible for the problem to be removed immediately; as time passes, it becomes more difficult to make an evidence-based, objective assessment and duly handle the complaint.
3) No later than at the time of departure, the client is obliged to pay the agreed price, including any additional costs that arose due to special services that s/he and/or the guests accompanying him/her requested, including the statutory value added tax.
4) The client is liable to the accommodation provider for any damage caused by the client, his/her guests or other persons who, with the client's knowledge or based on the client's will, are using the accommodation provider's services.

IV. RIGHTS AND OBLIGATIONS OF THE ACCOMMODATION PROVIDER
1) The accommodation provider can provide adequate alternative accommodations (of the same quality) to the client and/or the client's guests if this is acceptable for the contracting party, and particularly if the difference in accommodations is negligible and materially justified. "Materially justified" is understood to be a situation whereby the space has become (is) unusable, the accommodated guests extend their stay, an excessive number of reservations were made or other important operational measures were undertaken which form the basis for this step. Any additional expenses for the alternative accommodations are charged to the accommodation provider.
2) The accommodation provider has the right to bill their services at any time or bill services in the course of the stay.
3) The accommodation provider is obliged to provide the agreed services in the scope corresponding to its standards.
 

V. RESCISION OF THE CONTRACT BY THE CLIENT; CANCELLATION FEES
1) The client has the right to cancel their stay without having to pay a fee 28 and more days before check-in. In case the stay is cancelled with shorter advance notice, the client will be charged a cancellation fee according to the following schedule:
27 – 21 days before arrival: 5% of the price of the cancelled stay
20 – 14 days before arrival: 10% of the price of the cancelled stay
13 – 7 days before arrival: 30% of the price of the cancelled stay
6 – 2 days before arrival: 50% of the price of the cancelled stay
1 day before arrival, no-show: 100% of the price of the cancelled stay
2) In case of early departure, a cancellation fee amounting to 100% of the remaining price is charged.

VI. GIFT CERTIFICATES
1) Purchased gift certificates are non-returnable and are valid only until the expiry date listed on the certificate (max. one year).

VII. SERVICE CHANGES
1) The services offered at Royal Spa facilities can change in the course of the year. The client is obliged to abide by the current range of services offered.
2) The accommodation provider does not provide any financial compensation for unused ordered services or changes made to services ordered during the stay (accommodations, board, treatment procedures). If the season changes during the stay, the charge will always be based on the rate for the respective season.

VIII. DISCOUNTS FOR ACCOMMODATIONS WITH CHILDREN
A child under five years of age who stays in a double room with two adults (without requiring an extra bed or cot) receives accommodations, not including treatment, free of charge (when accompanying two full paying adults). A child under fifteen years of age who stays on a normal bed in a double room with one adult receives a 50% discount off accommodations, not including treatment (this discount does not apply for extra beds or cots).
1) Individual discounts cannot be combined.

IX. CLOSING PROVISIONS
1) These General Terms of Business become valid on 1 January 2010. Changes and amendments to these terms can be made between the accommodation provider and the client exclusively in writing on a case-by-case basis.
2) The accommodation provider will use the client's personal data listed in the accommodation order form solely for the contractual relationship entered into between the accommodation provider and the client.