GENERAL TERMS AND CONDITIONS

Accommodation of guests at the Nelly Kellys Hotel (Gastrokus s.r.o., IČO: 06010393) takes place on the basis of an accommodation contract concluded in accordance with the provisions of § 2326 and subsequent acts. No. 89/2012 Coll., Civil Code, on the basis of which the Nelly Kellys hotel (hereinafter referred to as the "accommodator") provides the accommodated with temporary accommodation for an agreed period of time or for a period resulting from the purpose of accommodation in a facility designated for that purpose and the accommodated (hereinafter also referred to as " guest") undertakes to pay the accommodation provider for the accommodation and the services associated with it within the period set by these accommodation regulations (hereinafter also referred to as the "agreement"). The accommodation agreement is always concluded in writing. To comply with the form requirement, at least a written confirmation of the order or reservation by email or through the online reservation portal is sufficient. If the accommodated person does not comply with the obligations arising from the accommodation contract and the accompanying accommodation rules and/or the accommodation provider's price list or otherwise violates good manners in the hotel, the accommodation provider is entitled to terminate the accommodation contract before the end of the agreed period, even without a notice period, if the guest is notified of his misconduct by the hotel in accordance with §2331 of the Civil Code.

Terms of delivery:
The accommodation reservation is considered binding after confirmation by the hotel. Accommodation is available from 3 pm on the day of arrival and the room must be vacated by 10 am on the day of departure. In case of special requests (e.g. early arrival, late departure), these situations must be consulted in advance with the hotel.

Prices and services:
Indicative prices for accommodation and any other services are listed in the accommodation provider's presentation materials (website, brochures, etc.). However, the customer is bound by the price stated in the accommodation voucher (hereinafter referred to as the voucher). For the range of contractually agreed services and prices their breakdown in the voucher is binding. The host is entitled to change the agreed conditions of stay in cases beyond his control (e.g. force majeure).

Cancellation conditions / cancellation of stay:
Cancellation conditions may vary depending on the type of reservation and rates. By default, the reservation can be canceled free of charge up to 3 days before the planned arrival. In case of later cancellation or no-show, the hotel is entitled to charge a fee of 100% of the reservation price. The accommodation provider will not charge the customer the aforementioned cancellation fees if he could not use the agreed services for the following reasons: death in the family, hospitalization of the customer or a member of his family, serious illness, recall order, natural disaster. The customer is obliged to document the above-mentioned facts with a written document to the accommodation provider within 3 days of their occurrence at the latest.

Refund Terms:
Refunds will be made in the same way as the original payment was made, unless otherwise agreed.

Conflict solving:

Informal dispute resolution
In case of any discrepancies or complaints from the guest, the hotel first tries to resolve the situation informally through its customer service or directly with the hotel management.

Written complaints
If it is not possible to reach a satisfactory solution informally, the guest has the right to submit a written complaint. This complaint should be addressed to the hotel management and should contain a detailed description of the problem and the desired solution.

Complaints processing
All written complaints will be processed within 14 working days of their receipt. The hotel undertakes to inform the guest about the progress of the complaint resolution and the measures taken.

Mediation
In the event that a satisfactory resolution cannot be reached through the hotel's internal processes, mediation with an independent third party may be considered.

Legal action
If even mediation does not lead to a resolution of the dispute, the parties may proceed to judicial settlement of the dispute. Compliance with legal regulations.

All dispute resolution procedures will be conducted in accordance with applicable laws and regulations that protect consumer rights.

Validity:
These business and cancellation conditions are an integral part of the accommodation order and accommodation voucher (voucher).

The cancellation fee is a contractual penalty.

Cancellation terms (unless otherwise specified in advance):

3 - 0   days before arrival…100% of the price of unoccupied capacity

In case of non-payment of the deposit, from which the cancellation fees could be deducted, the accommodation provider has the right to send the customer an invoice in the amount of the cancellation fees.

In case of cancellation due to unavoidable events (death in the family, hospitalization of the customer or a member of his family, serious illness, natural disaster), no cancellation fee is charged. The customer is obliged to document the above-mentioned facts with a written document to the accommodation provider within 3 days of their occurrence at the latest.

In case of cancellation for other serious reasons, a change of date is possible by mutual agreement.

Privacy Policy

Why do we process personal data?

We process personal information mainly with the aim of enabling the process and implementation of accommodation services. Furthermore, so that the operator can once again offer the use of accommodation or related services.

Who has access to personal data?

Provider of accommodation services
Persons to whom the accommodation service provider assigns authorization for the purpose of processing or implementing services
Provider of a technical solution for the reservation system for the purpose of maintaining and checking the correct functionality of the system

How can I find out what data is being processed about me?

Upon request, we will send you all the personal data we hold about you.

For what purposes do we process personal data?

The process of processing and implementing the ordered service
Communication related to the evaluation of the quality of services or the offer of related services of the operator
Optional voluntary registration of newsletter sending
Personal data is never transferred to a third party, unless it is an institution that is authorized to do so by law
Cookies

Cookies are small files that store information in your browser and are used to distinguish website visitors. We never place personal or sensitive data in cookies. Only numerical identification codes, status variables, etc. are stored in the form of cookies. We place maximum emphasis on the privacy and security of your data.

Why do we use cookies?

Primarily because without cookies it is technically impossible to implement functions for which it is necessary to retain information about the visitor who accesses the website. For example, it concerns reservations, multi-step orders, user login to the system, and the like.

What other services that use cookies may still appear on our website?

These are primarily statistical and advertising services such as Google Analytics, Google AdWords, Seznam Sklik and similar. These cookies (if any of them are used) are mainly used to analyze website traffic and to evaluate the performance of various sales channels and to personalize content and better target advertising.

What can I do if I do not agree to the storage of cookies?

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