Hotel Slezák Complaints Procedure
Article I – General Provisions
This Complaints Procedure applies to services provided by Hotel Slezák. To ensure the correct handling of complaints regarding defects in products and services sold and provided at Hotel Slezák, this Complaints Procedure is issued pursuant to Act No. 634/1992 Coll., on Consumer Protection, as amended, and Act No. 89/2012 Coll., the Civil Code, as amended.
The seller shall duly inform the customer of the conditions and procedure for making a complaint, including information on where the complaint may be lodged and on the performance of warranty repairs.
This Complaints Procedure is made available to customers in an accessible location on the website www.hotelslezak.cz.
By personally accepting the goods or service provided, the consumer agrees to this Complaints Procedure and confirms that they have read its contents.
For the purposes of this Complaints Procedure, a complaint is considered an expression of dissatisfaction by the customer with the services or products provided.
The rights and obligations of the consumer and the provider are governed by the relevant legal regulations of the Czech Republic.
Article II – Rights Arising from Liability for Defects
If the goods or services provided by Hotel Slezák to the customer are of a lower quality or lesser scope than previously agreed or than is usual, the customer is entitled to lodge a complaint regarding any deficiencies in the services provided and defects in the purchased goods, including the right to their rectification or completion, the provision of a replacement service, or a reasonable discount from the agreed price of the paid services or goods.
Article III – Exercising Rights Arising from Liability for Defects (Complaints)
If the customer identifies grounds and circumstances that may be the subject of a complaint, they must lodge the complaint immediately, without undue delay, and no later than 30 days from the date the service was provided.
The customer must provide proof of purchase or reservation.
Complaints may be lodged electronically via our web form or by e‑mail to: recepce@hotelslezak.cz.
Procedure for Handling Complaints – Accommodation Services
The Client shall be entitled to request the free, proper and timely rectification of defects, in particular:
a) Replacement of defective or replenishment of minor room equipment. b) If it is not possible to rectify technical defects in the room allocated to the Client (such as failure of the heating system, low water pressure, lack of hot water, power supply failure, etc.), and the hotel cannot offer the Client alternative accommodation, and if the room is nonetheless provided to the Client despite such defects, the Client is entitled to a discount from the basic accommodation price by mutual agreement, or to withdraw from the contract before the overnight stay and to receive a refund of the accommodation price paid.
Complaints shall be handled by the hotel director, the reception manager, or an authorised employee, who shall examine the complaint and decide on the method of resolution.
If the complaint cannot be resolved by agreement, the authorised person for the hotel shall draw up a written complaint record with the Client. This record shall include the precise designation of the service provided or goods purchased, the time the service was provided or goods purchased, and a description of the defect.
Depending on the nature of the issue, the complaint may be resolved in several ways, including a refund, provision of a discount on future services, or a replacement service.
The hotel will evaluate the complaint within 30 days of its receipt. The customer will be informed of the outcome of the complaint by e‑mail.
Article IV – Time Limits for Exercising Rights Arising from Liability for Defects
The customer must lodge the complaint immediately, without undue delay; otherwise, the right to complain shall lapse. Warranty periods are as set out in the Civil Code.
Article V – Customer Cooperation in the Complaints Process
The customer must personally participate in the complaints procedure and provide objective information relating to the service provided. Where necessary due to the nature of the matter, the customer must allow staff access to the premises rented to them for temporary accommodation in order to verify the validity of the complaint.
Article VI – Final Provisions
This Complaints Procedure takes effect on 1 January 2023.