GENERAL TERMS AND CONDITIONS
1. PARTIES TO THE CONTRACTUAL RELATIONSHIP
Resort Aurum, Černý Důl 83, postal code 543 44, company BM Apartments s.r.o., Černý Důl 83, 543 44, IČO 11701030, (hereinafter referred to as the "Accommodation Provider").
Customer - a natural or legal person (hereinafter called "Customer").
2. RESERVATION OF ACCOMMODATION AND SERVICES
Reservation of accommodation and other services in Aurum Resort and confirmation of this reservation by the Resort is possible in writing, i.e. by e-mail.
A reservation is considered valid and binding when Aurum Resort confirms the reservation made to the client in writing (i.e. by e-mail) or by an automatic confirmation generated by the relevant online reservation system.
The reservation is completed by the payment of a deposit in the amount of the ordered accommodation and services. Specific terms and conditions may apply.
If the conditions in point 3 are not met, Resort Aurum is not obliged to provide the accommodation.
The information in the booking confirmation is binding for both parties.
3. PRICES, PAYMENT AND CANCELLATION CONDITIONS
The price is for the apartment for one night, including breakfast, unless otherwise requested by the guest.
The price of the accommodation includes 10% VAT and does not include the spa tax of CZK 30 per person per day.
A confirmed reservation can be cancelled only in writing, i.e. by e-mail. The exact method of cancellation is determined by the reservation system used to make the reservation.
When cancelling a reservation made through an external provider, the reservation must be cancelled in accordance with that provider's cancellation policy (e.g. Booking.com).
Modification of the reservation, i.e. postponement or modification of the services ordered, is possible upon written agreement with the hotel reception at least 14 days prior to the arrival date or under the conditions of the external booking provider.
Accommodation can be paid in cash, we accept CZK and EUR currencies. In case of payment by credit/debit card, the amount will be charged in CZK or EUR according to the chosen currency.
According to the Act on the Registration of Sales, the seller is obliged to issue a receipt to the buyer.
The hotel reserves the right to pre-authorise the customer's card up to the total amount of the accommodation.
If the reservation is cancelled 1 month prior to arrival, no cancellation fee will be charged.
In case of cancellation of the reservation 30-14 days prior to arrival, a cancellation fee of 50% of the total price of accommodation and services will be charged.
Cancellation less than 14 days prior to arrival - 100% of the total price of accommodation and services will be charged.
Early Departure - 100% cancellation fee equal to the difference between the original booking and the actual departure.
In the case of a non-refundable reservation, Resort Aurum has the right to charge 100% of the accommodation price at any time after the reservation has been made.
If the guest does not arrive, the reservation is cancelled and Resort Aurum is entitled to charge the client for the entire stay.
Refund within the cancellation conditions within 14 days of receipt of the request.
4. PRÁVA A POVINNOSTI KLIENTA
The Customer has the right to use the reserved rooms and their equipment, as well as the equipment of the common areas.
The Customer shall be responsible for any damage caused to the apartment area during the stay and undertakes to pay for any repairs, replacements or special cleaning. The amount to be paid shall be determined by the Hotel.
The Guest is obliged to report all faults and possible defects during his/her stay in the apartment, so that a remedy can be arranged.
The Guest is obliged to pay the surcharge for the ordered services at the latest on the day of arrival and other costs incurred during the stay, i.e. additional services (sauna, restaurant services, etc.) at the latest on the day of departure.
The client can withdraw from the contract on the basis of the cancellation conditions or in the event that Resort Aurum has not provided the client with previously agreed services.
Arrival time is from 14:00, earlier arrival is possible only after agreement with the hotel reception.
Check-out of the stay, i.e. departure of the client, is possible until 10:00 a.m., later departure is possible only after agreement with the hotel and may be charged.
The entire building is non-smoking. Violation of this rule and smoking in the apartment or hotel premises shall entitle the accommodation provider to charge a fine of CZK 5,000.
There is a quiet night between 22.00 hrs and 6.00 hrs. It is forbidden to behave in such a way as to disturb other guests during this period.
5. RIGHTS AND OBLIGATIONS OF THE HOTEL
Resort Aurum is obliged to provide the client with accommodation on the basis of the services agreed upon in advance, which correspond to the standard of the hotel.
If Resort Aurum is not able to provide the client with the confirmed accommodation conditions and services, the hotel is obliged to provide the client with adequate accommodation in another accommodation facility.
6. FINAL PROVISIONS
These conditions are valid from 1 July 2023 and Resort Aurum reserves the right to change them. The customer is obliged to follow the current conditions.
The hotel collects the personal data of the client only for the period necessary until the end of the provision of the agreed services and does not make them available to other persons.
7. COMPLAINTS AND INFORMATION ON OUT-OF-COURT REDRESS
The Client is entitled to complain to the Proprietor about the quality of the accommodation or services provided if the quality, extent or other conditions do not correspond to the extent, quality and conditions stated in the Client's booking. The Procurer is obliged to immediately investigate the circumstances of the complaint and, if the complaint is justified, to remedy the deficiency or grant the Client a discount. The client is obliged to make a complaint to the hotelier immediately after discovering the deficiency. Later complaints will not be considered.
Information on out-of-court settlement of disputes - The competent body for out-of-court settlement of disputes (ADR) between the Proprietor and the Client arising from the provision of accommodation and related services (consumer disputes), in accordance with Section 20e, letter D of Act No. 634/1992 Coll. on Consumer Protection, as amended, is the Czech Trade Inspection Authority with its registered office at Štěpánská 567/15, 120 00 Prague 2, ID No. 00020869, website http//www.coi.cz/ or another entity authorised by the Ministry of Industry and Trade.