1. Booking a stay

• A stay at the ROYAL SPA hotels can be booked:
• in writing (by e-mail or by completing and submitting the inquiry form that can be found on the websites of all the spa and wellness hotels ROYAL SPA).
• by online booking through the ROYAL SPA hotel websites.
• Online booking shall be binding. The Price of the Stay and the scope and price of related services are specified in the booking confirmation issued by the accommodation provider.
• The booking of the stay, including related services, is deemed to be accepted once the client receives a written confirmation from the accommodation provider or an automated response from the ROYAL SPA hotel website. At that moment, the accommodation contract is concluded.
• At the same time as confirming the booking, the accommodation provider shall send the client a request for payment of a deposit or a proforma invoice for the Price of the Stay including related services (hereinafter referred to as the “Price of the Stay”). The deposit is payable within the due date stated in the request or invoice. If the deposit is not paid by the due date set by the accommodation provider, the booked stay shall be cancelled.
• In the event of cancellation of the stay for reasons attributable to the client, the client shall be obliged to pay a cancellation fee in accordance with Article V hereof.
• For booking a stay as part of comprehensive spa care (CSC), the accommodation provider is entitled to request payment of an administrative fee from the client. The administrative fee is not included in the Price of the Stay and, in the event of cancellation of the stay due to reasons on the part of the client, the accommodation provider shall not refund this fee. If the administrative fee is not paid by the due date set by the accommodation provider, the booking shall be cancelled.

 

1. Payment Terms

• The client shall pay the Price of the Stay at the respective ROYAL SPA hotel no later than upon the start of their stay, either in cash or by payment card. The accommodation provider accepts the most widely used types of payment cards. The list of payment cards that can be used to pay the Price of the Stay is available at the ROYAL SPA hotel and on the website of the accommodation provider.
• The client may pay the Price of the Stay by bank transfer to the bank account of the respective ROYAL SPA hotel before the start of their stay.
• The Price of the Stay does not include any fees (accommodation fee, spa fee, etc.), which the client is obliged to pay to the accommodation provider together with the Price of the Stay in the amount set out in the generally binding ordinance issued by the respective municipality. Persons exempt from paying these fees are those specified in a legal regulation or the relevant generally binding ordinance of the respective municipality.
• When paying the price of a stay booked online, the client is required to make the payment either by credit card or bank transfer. All payment card transactions in a payment gateway take place outside the accommodation provider’s systems; access to sensitive card data is only available to the accommodation provider’s bank and the client’s bank. Payment card details arising from the completed payment are only available to the ROYAL SPA hotel where the payment is made or where the card is used for pre-authorization.
• When one person stays in a double room or suite, the client is obliged to pay the accommodation provider the price for accommodation of 2 adults, unless otherwise agreed with the accommodation provider.
• When one adult stays in a double room or suite with a child under the age of 12, the client is required to pay the full accommodation price for the child, unless otherwise agreed with the accommodation provider.

 

1. Rights and Obligations of the Client

• By concluding the accommodation contract, the client gains the right to the usual use of all areas that guests can normally use without any special conditions, as well as to standard service. The client is entitled to exercise their rights in accordance with any hotel regulations that apply to guests (for example, the hotel rules available on the website of the respective ROYAL SPA hotel).
• The client has the right to complain about any shortcomings of the accommodation and related services. The complaint must be made in a timely manner, without undue delay, so that a remedy can be arranged, on site if possible. Filing a complaint on site allows for immediate removal of the defect; over time, it becomes more difficult to prove and objectively assess the legitimacy and to properly resolve the complaint. The right to claim expires 3 months after the end of the stay. Should a complaint be made within this period, the accommodation provider is obliged to respond within 30 days from the day the complaint is made, or within 2 months in more complex cases. The client is obliged to provide the accommodation provider with the necessary cooperation to handle the complaint, specify the reasons, and possibly propose a method of resolution if the complaint is found to be justified.

When making a complaint, the client is required to properly substantiate the complaint, and if applicable, provide factual statements and submit the relevant documents (contract, proof of payment, etc.). The handling of a justified complaint consists in the free removal of the defect in the service provided, or, if possible given its nature, the provision of a replacement service. If it is not possible to provide a replacement service and the service subject to the complaint has not been provided to the client, the accommodation provider shall refund the price paid for this service to the client.

• In the event that a consumer dispute arises under the accommodation contract between the accommodation provider and the client, who has the legal status of a consumer for this purpose, and the dispute cannot be resolved by mutual agreement, the client may submit a proposal for out-of-court settlement of the dispute to the competent body for out-of-court settlement of consumer disputes, i.e. the Czech Trade Inspection Authority, Central Inspectorate – ADR Department Štěpánská 15, 120 00 Prague 2, e-mail: adr@coi.cz, web: adr.coi.cz
• The client is obliged to pay the agreed price, including any additional costs incurred by providing services beyond the agreed price, no later than at the end of the stay.
• The client is responsible to the accommodation provider for any damage caused by themselves or by persons they have allowed access to the accommodation premises and related services.

 

1. Rights and Obligations of the Accommodation Provider

• For reasons that could not have been predicted at the time of concluding the accommodation contract, the accommodation provider may provide the client with alternative accommodation of comparable quality. Any additional costs of alternative accommodation shall be borne by the accommodation provider.
• The accommodation provider has the right to request payment for services not yet paid at any time.
• The accommodation provider is obliged to provide the agreed services in the scope and quality that the client is reasonably entitled to expect, given the information previously communicated by the accommodation provider.

 

1. Withdrawal from the Contract by the Client, Cancellation Fees

• The client has the right to cancel the stay without a cancellation fee up to 22 days before the start of the stay. In the event of cancellation of the stay within a shorter period, the client is obliged to pay the accommodation provider a cancellation fee in the following amount:

• 21–14 days before the start of the stay: 30% of the price of the cancelled stay

• 13–7 days before the start of the stay: 50% of the price of the cancelled stay

• 6–1 day(s) before the start of the stay: 100% of the price of the cancelled stay

• In case of no-show and cancellation of the stay by the accommodation provider, the client is obliged to pay a cancellation fee amounting to 100% of the Price of the Stay.
• In the event of early termination of the stay, the client is obliged to pay a cancellation fee amounting to 100% of the Price of the Stay for the cancelled period.

 

1. Discounts for Stays with Children

• A child up to the age of 5, staying in a double room with two fully paying adults (without entitlement to bed and meals), stays free of charge without treatment.
• Individual price discounts cannot be combined.

 

1. Gift Vouchers

• Purchased gift vouchers are non-refundable and must be used within the validity period stated on the voucher.
• The gift voucher price can be paid by payment card via a secure online payment gateway, by bank transfer, in cash, or by payment card upon personal collection.
• The gift voucher shall be sent to you by the accommodation provider by e-mail or post only after 100% of the gift voucher price has been received.
• Gift vouchers cannot be exchanged for cash. Any unspent amount shall not be refunded or paid in cash.
• If the Price of the Stay exceeds the gift voucher price, the client must pay the difference in money.
• The gift voucher price may be paid on behalf of the client by a third party (for example, an employer).
• The gift voucher price cannot be paid using employee benefits, such as benefit cards or vouchers.
• In the event that the accommodation provider is unable to allow the use of a gift voucher due to an unplanned restriction of operations (for a minimum of 1 month), the accommodation provider shall extend the validity of the gift voucher by a period of time at least as long as the unplanned restriction of operations.

 

1. Service Changes

• The services offered at the ROYAL SPA hotels may change throughout the year. The client may only use the contracted services that are available.
• The accommodation provider shall not provide any financial compensation for any agreed services that were unused or for any services that were provided instead of these services during the stay (accommodation, meals, spa procedures) if the non-use or change in the services provided is not attributable to the accommodation provider.
• If the season changes during the stay, the price shall always be charged according to the relevant season.

 

1. Final Provisions

• These GTC shall come into force and effect on 1 December 2025. Any deviations from these GTC must be demonstrably agreed upon between the accommodation provider and the client.
• Personal data is provided for the purpose of performing the accommodation contract. Any personal data provided shall be processed within the scope of the specified purpose arising from these GTC in accordance with the GDPR by the accommodation provider and the data controller, i.e. the controlling entity of the accommodation provider, the company ROYAL SPA, a.s., with its registered office at Pod Kamennou 1009, 763 26 Luhačovice, Company ID 269 68 614, registered in the Commercial Register maintained by the Regional Court in Brno, Section B, File 4351 (hereinafter referred to as the “Data Controller”). Selected personal data may be disclosed to state administration or local government authorities based on an obligation set out in a legal regulation, or may be disclosed in accordance with legal regulations to entities through which the accommodation provider will exercise its rights under the contract (in particular police authorities, state authorities, courts, lawyers, notaries, bailiffs, etc.).

 

Prague, 1 December 2025