Complaints procedure

The service provider responsible for handling complaints is:

• Penzión Tatry - Tatranská Lomnica 123, 059 60 Vysoké Tatry
• E-mail: [email protected] · Phone: +421 900 123 456

This complaints procedure applies to all services provided to the guest under the accommodation contract and is based on the relevant provisions of the Civil Code and consumer protection law.

The guest has the right to complain about shortcomings in the services provided, in particular:

• the quality or scope of accommodation services that do not match the confirmed reservation,
• the condition or equipment of the room contrary to the offer,
• shortcomings in related services (e.g. breakfast, parking) where these formed part of the reservation.

The guest must file a complaint without undue delay, ideally during the stay, so that the provider can arrange a remedy on site.

1. A complaint can be made in person at the reception or with the provider's responsible person.
2. A complaint may also be submitted in writing to the provider's contact e-mail.
3. When filing, the guest states the reservation number, a description of the shortcoming and the requested form of resolution.

The provider handles complaints without undue delay. If a shortcoming cannot be remedied on site:

• The provider issues the guest a confirmation of receipt of the complaint.
• The complaint is resolved no later than 30 days from the day it was filed, unless a longer period is agreed with the guest.
• The provider informs the guest of the outcome in a demonstrable manner.

Depending on the nature of the shortcoming, a complaint may be resolved in particular by:

• removing the shortcoming or providing a replacement service of corresponding quality,
• granting a reasonable discount on the price of the service,
• in justified cases, refunding the price paid or part of it.

If the guest, as a consumer, is not satisfied with how the complaint was handled, they have the right to ask the provider for redress. If the provider rejects the request or fails to respond within 30 days, the guest has the right to submit a proposal for alternative dispute resolution to the competent body.

This complaints procedure takes effect on the day of its publication. The provider reserves the right to update it at any time. Matters not governed by this procedure are subject to the relevant generally binding legal regulations.