I. Ordering stays

1. Booking a stay in ROYAL SPA hotels can only be done in writing (by post, fax, e-mail or by filling in and sending the form on the websites of all ROYAL SPA spa and wellness hotels.
2. The booking of the stay is accepted by written confirmation of the authorized person by the ROYAL SPA hotels.
3. Along with the confirmation of the order, the client is sent a request for payment of the deposit or an advance invoice in the adequate amount of the price of the stay, payable on the date indicated on the invoice. In the event of non-compliance with the stated due date, the reservation of the booked accommodation is forfeited and the booked stay is automatically cancelled.
4. Reservations and bookings can also be accepted and confirmed by providing a valid credit card number as a guarantee. In the event of non-use of the services, a fee will be charged according to the cancellation policy set out in Article V of these terms and conditions.
5. Online booking is binding. For the scope of the agreed services and prices, the schedule of services in the booking confirmation issued by the accommodation provider is binding.
6. When a reservation is requested on KLP, the accommodation provider is entitled to ask the client to pay an administration fee. The administration fee is not included in the price of the stay and the accommodation provider does not refund the fee in case of cancellation by the client. Failure to pay the administration fee will result in cancellation of the booked stay.

II. Payment terms

1. The client can pay the price of the stay at the reception of ROYAL SPA hotels upon arrival in cash or by credit card. The accommodation provider accepts the most common types of credit cards (a list of credit cards that can be used to pay the price of the stay is available at the reception of each ROYAL SPA hotel and on the accommodation provider's website).
2. The client can pay the price of the stay before arrival by bank transfer to the bank account of the selected hotel ROYAL SPA. Confirmation of payment by bank transfer must be presented at the hotel reception on arrival. The price of the stay can also be paid by postal order, which the client will receive on request with the booking confirmation.
3. The prices do not include any fee (accommodation, spa, etc.), which the client is obliged to pay to the accommodation provider in the amount set by the general binding decree of the respective municipality upon arrival at the spa or wellness hotel. Persons exempt from payment of such fees are exempted from payment of such fees as provided for by law and the relevant municipal ordinance.
4. When paying for a stay booked through an online reservation, the type of payment must be selected: payment by credit card or bank transfer. All credit card transactions within the payment gateway are handled outside the accommodation provider's systems; only the accommodation provider's bank and the client's bank have access to sensitive card details. The credit card details within the front desk payment are only available to the hotel where the client is booking the room and the card will only be used for pre-authorisation. The modern security technology "3D SECURITY" is used to secure and encrypt the credit card data. In case of using the bank transfer form, the client will receive a "deposit slip" for 50% of the price of the stay, which is due 3 days from the date of receipt of the deposit slip. (In case the client transfers the amount to the account using a postal order, the amount may be credited to the bank account of the accommodation provider after 5 days.)
5. If a double room or suite is occupied by one person, the price for 2 adults will be charged unless otherwise individually agreed by the hotel or spa reservation department.
6. When one adult and a child under 12 years of age stay in a double room or suite, the full price of the child is charged.

III. Rights and obligations of the client

1. By concluding the accommodation contract, the client is entitled to the normal use of all areas that guests may use normally and without special conditions and to normal service. The client must exercise his/her rights in accordance with any hotel regulations and/or guest regulations (hotel rules).
2. The client has the right to complain about any deficiencies in the services provided. The client must make the complaint in good time, without undue delay, so that a remedy can be arranged, preferably on the spot. The application of the complaint on the spot will allow the defect to be corrected immediately, with the passage of time it becomes more difficult to assess the evidence and objectivity of the assessment and proper handling of the complaint. The right to claim expires at the expiry of 3 months from the time of stay. In the event of a complaint within this period, the accommodation provider is obliged to respond within 30 days from the date of the complaint, in more complex cases within 2 months. The client is obliged to provide the accommodation provider with the necessary cooperation to settle the complaint, specifying the reasons, or suggesting a method of settlement if the complaint proves to be justified. The client is obliged to provide a proper justification for the complaint, to substantiate his/her factual claims and to provide relevant documents (contract, proof of payment, etc.). The settlement of a justified complaint shall consist in the free removal of the defect in the service or, if this is possible due to the nature of the matter, in the provision of a replacement service. If it is not possible to provide a replacement service, the accommodation provider shall refund the price of the service to the client. The client shall not be entitled to a refund of the price of the service if he/she makes a claim after the service has been used.
3. In the event that a consumer dispute arises between the spa service provider and the client, who has the legal status of a consumer for that purpose, arising from a contract whose subject matter is the provision of such services, which cannot be resolved by mutual agreement, the client may submit a proposal for out-of-court settlement of such dispute to the substantively competent body for out-of-court settlement of consumer disputes, which is the Czech Trade Inspection Authority Central Inspectorate - ADR Department Štěpánská 15 120 00 Prague 2, e-mail: adr@coi.cz, website: adr.coi.cz.
4. The client is obliged, at the latest at the time of departure, to pay the agreed price including any additional costs incurred by providing services requested in excess of the agreed price by himself and the guests accompanying him, including statutory value added tax.
5. The client shall be liable to the accommodation provider for any damage caused by himself or a guest or other persons who use the accommodation provider's services with the client's knowledge or at the client's will.

IV. Rights and obligations of the accommodation provider

1. The accommodation provider may provide the client or guests with adequate alternative accommodation (of the same quality) if this is acceptable to the contractual partner, especially if the difference in accommodation is insignificant and factually justified. Substantially justified is defined as a situation where the premises(s) have become unusable, where the guests who have just been accommodated extend their stay, where an excessive number of bookings have been made or other important operational measures have been taken. Any additional costs for alternative accommodation will be borne by the accommodation provider.
2. The accommodation provider has the right to charge for its services at any time or to charge them on an ongoing basis.
3. The accommodation provider is obliged to provide the agreed services to the extent of its standard.

V. Cancellation of the contract by the client, cancellation fees

The client has the right to cancel the stay without a cancellation fee up to 21 days before arrival. In case of cancellation within a shorter period, the client is obliged to pay the cancellation fee as indicated below:

• 21 - 14 days prior to arrival: 30% of the cancellation price.
• 13 - 7 days before arrival: 50% of the cancellation price
• 6 - 1 day before arrival or if the booked stay does not start: 100% of the cancellation price
• In case of early departure, a cancellation fee of 100% of the remaining price will be charged.

VI. Discounts for stays with children

1. A child under 5 years of age staying in a double room with two adults (without bed and board) stays free of charge (when accompanied by two full paying persons).
2. Individual price discounts cannot be combined.

VII. Gift vouchers

1. Purchased gift vouchers are non-refundable and must be used within the validity period indicated on the voucher.
2. Gift vouchers can be paid for through a secure online payment gateway, by bank transfer or cash and credit card upon personal collection.
3. The gift voucher will be sent by email or post only after 100% of the voucher price has been received.
4. Gift vouchers cannot be exchanged for cash. Any unused amount will not be refunded or paid in cash.
5. If the value of the stay is higher than the amount of money stated on the gift voucher, the client must pay the difference.
6. Gift vouchers can be ordered from the "Cultural and Social Needs Fund" (FKSP) in agreement with the employer.
7. Gift vouchers cannot be paid for with employee benefits in the form of benefit cards or vouchers.
8. In the event that the accommodation provider is unable to provide a gift voucher due to an unplanned restriction of operations (for a minimum of 1 month), it will extend the validity of the gift voucher for a period of time at least as long as the unplanned restriction of operations.

VIII. Changes to services

1. The services offered at ROYAL SPA hotels may change throughout the year. The client is obliged to follow the current service offer.
2. The accommodation provider does not provide any financial compensation for unused services ordered and for changes to services ordered during the stay (accommodation, meals, medical procedures).
3. If the season changes during the stay, the price will always be charged according to the respective season.

IX. Final provisions

1. The General Terms and Conditions come into force on 1 December 2020. Deviations from these terms and conditions may be agreed individually between the accommodation provider and the client exclusively in writing.
2. The personal data provided by the client in his/her booking order will only be used by the accommodation provider for the contractual relationship between the accommodation provider and the client, the subject of which is a stay in a spa or wellness hotel.