General Terms and Conditions

Article II

Procedure for Reservations and Conclusion of the Accommodation Contract

2.2 The Client shall send to the Accommodation Provider a request for accommodation and services (hereinafter referred to as the "Order") via the electronic online reservation form located on the Accommodation Provider's website www.hotelslezak.cz, or in another manner. By submitting the Order to the Accommodation Provider, the Client confirms that they have fully read these GTC, agree with them and acknowledge them as conditions and an integral part of the accommodation contract. The Client is obliged to complete all fields in the reservation form accurately and in full (including Company ID and VAT number, where applicable). No further or different changes to the Order via the reservation form are possible after submission. The Accommodation Provider reserves the unlimited right to refuse any Order, including without stating a reason.

2.3 Upon receipt of the Client's Order, the Accommodation Provider shall verify availability and other conditions and shall send the Client written confirmation of receipt by e‑mail. Such Orders will include the specific binding terms of the Accommodation Provider's offer, stating a binding calculation of the price of accommodation and services, payment terms and payment instructions, including the following details: identification and contact details of the Accommodation Provider; identification and contact details of the Client; date of arrival; date of departure; number of nights; type of accommodation unit; number, full names and ages of guests; calculation of any discounts; instructions for payment of the total price; cancellation‑fee insurance (if agreed); and the amount of any refundable deposit in accordance with the house rules (hereinafter referred to as the "Reservation").

2.4 In the event of acceptance of the Reservation sent by the Accommodation Provider, the Client is obliged to pay the total price in the manner and under the payment conditions specified in the Reservation.

2.4.1 Deposit If the payment terms of the Reservation specify a deposit towards the total price, an accommodation contract is concluded between the Client and the Accommodation Provider, incorporating these GTC, for the accommodation and services specified in the Reservation. Should the Client fail to pay the deposit to the Accommodation Provider within the period specified in the payment terms, it shall be deemed that the Client has accepted the terms of the Reservation and that the accommodation contract has been concluded. If no deposit is specified in the payment terms of the Reservation, the Client is obliged to pay the total price of the accommodation and services within the period stated in the payment terms of the Reservation; otherwise, the cancellation conditions forming part of these GTC shall apply.

2.4.2 Reservation Confirmation Upon confirmation, the Reservation for accommodation and services becomes guaranteed by the Accommodation Provider, who will send the Client an e‑mail or automated online binding confirmation of the Reservation for the accommodation and services specified therein (hereinafter "Confirmed and Guaranteed Reservation" or "Reservation Confirmation"). Upon delivery of the Reservation Confirmation to the Client, the Accommodation Provider undertakes to provide the accommodation and services to the extent and under the conditions set out in the Reservation Confirmation. If the Client has paid a deposit to the Accommodation Provider but has not paid the remaining balance of the total price within the due date, the Reservation shall be deemed confirmed but not guaranteed.

The regime and consequences of a confirmed but not guaranteed Reservation, or a confirmed and guaranteed Reservation, are further set out in paragraph 6.6 of Article VI of these GTC. Acceptance of a Reservation subject to an addition or deviation from the conditions stated in the Reservation shall not be deemed acceptance, even if the change does not substantially alter the terms of the Reservation.

2.5 Should any typographical or calculation errors (particularly an obviously disproportionate price of accommodation and/or services), or other incorrect data or discrepancies, occur in the offer, Order, Reservation and/or Reservation Confirmation, the Accommodation Provider reserves the right to correct such errors or remedy such discrepancies either independently or on the basis of the Client's written request.

Article III

Payment Terms

3.1 The Accommodation Provider shall be entitled to require the Client to pay the total price of the accommodation and services specified in the Reservation prior to their provision, or to pay a deposit, if so stipulated in these GTC or in the Reservation.

3.2 The payment terms and the due date for the total price vary depending on the period before the Client's arrival. Unless otherwise specified in the payment terms of the Reservation, the due date for payment of the total price of accommodation and services is as follows:

Non‑Refundable Reservation – 10% off the standard price

• To use the "Non‑Refundable Reservation" offer, a 100% non‑refundable deposit must be paid no later than 24 hours after making the reservation.

• No change of date or type of stay is possible.

• No further discounts can be applied to this offer.

• The stay must be confirmed by providing the number, type and expiry date of the ordering party's payment card, or by paying 100% of the accommodation price as an advance payment.

These payment terms apply unless otherwise specified in the payment terms of the Reservation.

3.3 Unless otherwise stated in these GTC or the Reservation, the total price of accommodation and services shall be paid via the payment gateway or by bank transfer to the Accommodation Provider's account specified in the payment instructions. Payment shall be deemed made when the corresponding amount is credited to the Accommodation Provider's bank account no later than the last day of the payment period.

3.4 Failure by the Client to pay the total price or any part thereof within the due date shall entitle the Accommodation Provider to withdraw from the contract, and the Client shall be obliged to reimburse the Accommodation Provider for the related costs (cancellation fees) calculated in accordance with Article VI of these GTC. Failure to pay the deposit within the period specified in the payment terms of the Reservation shall mean that the accommodation contract has not been concluded, and neither party shall have any claims against the other.

Article IV

Price

4.1 The accommodation price means the price specified in the Reservation as the price for the relevant room for the number of persons stated in the Reservation. The price for services means the price specified in the Reservation for the ordered services. The total price of accommodation and services means the price specified in the Reservation as the total price, including any discounts granted and taxes.

The price is quoted per room per night. The accommodation price includes VAT at 12%. A city tax of EUR 1.20 per person per night is not included in the accommodation price and shall be paid by the Client to the Hotel by cashless means.

4.2 The Accommodation Provider shall not be entitled to unilaterally increase the total price during the validity of the Reservation, except in the following cases:

• if there is a change in the Reservation (e.g. change of room type, number of persons, etc.);

• if the Client fails to prove or document that they meet the conditions for the claimed discount;

• if there is a change in legislation or in the rate of value added tax;

• if the period between sending the Reservation and the start of the stay exceeds two months and, during that period, the prices of accommodation and/or services of the Accommodation Provider increase, provided that such increase does not exceed 15% of the total price stated in the Reservation.

4.3 The Client is entitled to a discount from the total price if, no later than at the time of sending the Order, they inform the Accommodation Provider of all the relevant facts necessary to claim the discount under the Accommodation Provider's conditions for granting it, as stated in the offer. From the moment the Order is sent, the Client is not entitled to any other or additional discount. Any discounts announced by the Accommodation Provider after the date the Client sends the Order shall not entitle the Client to such discount, unless otherwise stated.

4.4 The Accommodation Provider's prices for accommodation and services are set and payable in the legal currency of the Czech Republic – the Czech crown (Kč, CZK). By agreement between the Accommodation Provider and the Client, the price of accommodation and services may be set and paid in euros (EUR). For conversion from CZK to EUR, the exchange rate for EUR set by the Czech National Bank shall be used. For the Client and the Accommodation Provider, in the case of an accommodation and services order, the price in EUR stated in the Reservation calculation shall be binding. In the case of payment for services consumed directly to the Accommodation Provider at the reception desk, the price stated in the Accommodation Provider's price list in CZK, converted at the fixed EUR exchange rate set by the Accommodation Provider for the day the service is consumed, shall be binding.

Article V

Changes to the Reservation

5.1 If circumstances arise which prevent the Accommodation Provider from providing the Client with the accommodation and/or service in accordance with the Reservation, and if it is possible, given the situation, to provide the Client with alternative accommodation and/or a substitute service of the same or at least similar scope and quality as the originally ordered accommodation and/or service, or to provide the same accommodation and/or service at an alternative date, the Accommodation Provider is entitled and obliged to make the corresponding changes. In such a case, the Accommodation Provider shall, without undue delay, inform the Client of the conditions of this change and propose it to the Client. If the Client does not agree to the announced change, they are entitled, in the case of a service, to cancel its use, and in the case of accommodation, to withdraw from the contract. The Accommodation Provider shall then, without undue delay after such cancellation or withdrawal, refund the Client the payment corresponding to the cancelled service, and in the case of withdrawal from the entire contract, refund all payments made in connection with the contract. The provisions of these GTC concerning cancellation fees shall not apply to refunds under this paragraph.

If the Client does not cancel the use of the service without undue delay after being notified of such change, or, in the case of accommodation, does not withdraw from the contract within five days of receiving notification of such change, it shall be deemed that the Client agrees to the change.

5.2 If it is impossible to provide the Client with the ordered and paid service to the extent and quality corresponding to the agreed terms, the Accommodation Provider shall refund the Client the payment made for such service. However, if the Accommodation Provider provides the Client, with their consent, with a substitute service of the same or higher scope and/or quality, such substitute performance shall be considered as the provision of the originally agreed service, and the Client shall have no further claims against the Accommodation Provider for failure to provide the originally ordered and paid service.

5.3 If the Client has booked a single room or a smaller apartment and a Reservation has been issued to them, they will be charged the accommodation price according to the Reservation even if they are provided with a larger room or apartment.

5.4 The Accommodation Provider shall not be liable for changes caused by force majeure, by decisions of public authorities, or by extraordinary circumstances or events which the Accommodation Provider could not foresee or which could not have been prevented even with the exercise of all reasonable efforts required.

Article VI

Cancellation or Non‑Utilisation of Reservation and Cancellation Fee

6.1 The Parties agree that the Client has the right, at any time prior to arrival, to terminate the accommodation contract without notice or to withdraw from it due to a material breach of the Accommodation Provider's obligations. The Parties further agree that where the Client's termination or withdrawal is not in exercise of a statutory or contractual right to withdraw due to a material breach by the Accommodation Provider, or in the event of termination or withdrawal by the Accommodation Provider due to a breach of the Client's obligations, the Client shall be obliged to pay the Accommodation Provider a cancellation fee.

6.2 The amount of the cancellation fee shall depend on the time remaining between the date of delivery of an effective termination notice by either Party, or withdrawal by the Accommodation Provider, and the arrival date stated in the Reservation. The cancellation fee shall be calculated as a percentage of the total price stated in the Reservation, as follows:

• 1 day before and on the day of arrival: 100% of the total price of the stay.

• After arrival: 100% of the total price.

6.3 Both termination and withdrawal must be in writing and delivered to the other Party. The accommodation contract shall be cancelled on the date on which the written termination or withdrawal is delivered to the other Party.

6.4 For the purposes of calculating the number of days remaining until the arrival date when determining the cancellation fee, the day on which the written termination or withdrawal is delivered to the other Party shall be counted, but the day of arrival shall not.

6.5 If the Client does not arrive on the arrival date and/or does not utilise the reserved number of nights and/or the services ordered under the Reservation without fault of the Accommodation Provider, the Client shall have no entitlement to any financial or other compensation or substitute accommodation or services, and the Accommodation Provider shall be entitled to payment of 100% of the total price of accommodation and services stated in the Reservation.

6.6 If the Client fails to arrive to use the accommodation and services, and under Article II, paragraph 2.4 of these GTC it is:

• a Confirmed but Not Guaranteed Reservation: upon expiry of 18:00 (6 p.m.) on the arrival date stated in the Reservation, without further notice from the Client, the Accommodation Provider shall be entitled to cancel the Reservation. The Client thereby loses entitlement to the accommodation and services under the Reservation, with the consequences set out in paragraph 6.5 of these GTC, and the Accommodation Provider may offer the accommodation and/or service to another client.

• a Confirmed and Guaranteed Reservation: upon expiry of 10:00 (10 a.m.) on the day following the arrival date stated in the Reservation, without further notice from the Client, the Accommodation Provider shall be entitled to cancel the Confirmed Reservation. The Client thereby loses entitlement to the accommodation and services under the Confirmed Reservation, with the consequences set out in paragraph 6.5 of these GTC, and the Accommodation Provider may offer the accommodation and/or service to another client.

6.7 Following effective termination or withdrawal, the Accommodation Provider shall, within 14 days of receipt of such notice, return to the Client all payments received from them, after deducting the cancellation fee or other contractual payments, unless the total amount paid by the Client under these GTC has already been utilised. If the payment received from the Client, or, where the Client has arranged cancellation‑fee insurance, the payment from the insurer, does not cover the cancellation fee or other contractual payments, the Client shall, without undue delay after termination of the contract, remit the outstanding balance to the Accommodation Provider's bank account.

6.8 The Accommodation Provider may withdraw from the contract if the Client materially breaches the obligations set out in the contract, these GTC, and/or the laws of the Czech Republic. The Accommodation Provider may terminate the contract without notice before the agreed end of the stay if the Client and/or accompanying persons, despite warning, grossly breach their obligations under the contract, these GTC, the Accommodation Provider's house or other operational rules, the laws of the Czech Republic, or good morals. In such cases, the Client shall be obliged to pay the Accommodation Provider the cancellation fee as per these GTC.

6.9 Termination or withdrawal from the contract shall not affect the Accommodation Provider's right to payment of the total price stated in the Reservation or the cancellation fee, the Parties' rights to compensation for damage caused by breach of contractual obligations, or provisions which by their nature are intended to survive termination of the contract.

Article VII

Rights and Obligations of the Client

7.1 The Client's fundamental rights include in particular:

• the right to receive the ordered and paid accommodation and services to the extent and under the conditions set out in the Reservation;

• the right to receive information relating to accommodation and services offered and provided by the Accommodation Provider;

• the right to terminate the contract without notice or withdraw from it due to a material breach of the Accommodation Provider's obligations, or to cancel the use of the ordered service under the conditions specified in these GTC, the contract, or the laws of the Czech Republic;

• the right to notify the Accommodation Provider in writing that another person will take their place in the accommodation and/or use of services specified in the Reservation, provided that such notice also includes a declaration from this person (the new Client) that they agree to the accommodation, services, and their price as stated in the Reservation, and that they meet all participation requirements, if any. The original and new Clients shall be jointly and severally liable for payment of the total price stated in the Reservation and for any administrative or other costs incurred by the Accommodation Provider in connection with the change of Client;

• the right to complain about incorrectly or poorly provided accommodation or services and to have the complaint resolved in accordance with these GTC;

• the right to the protection of personal data and other data concerning the Client and any accompanying persons.

7.2 The Client's fundamental obligations include in particular:

• to complete the Order form fully and truthfully, including any attached forms required for provision of accommodation and services, and to present the necessary identification documents (valid ID card, valid passport) for the Client and any accompanying persons at check‑in, and to report any changes to these details without undue delay;

• to complete and sign the registration card upon check‑in;

• to inform the Accommodation Provider of the presence of any foreign nationals;

• to inform the Accommodation Provider of any change in the number of persons occupying the room, and if the Accommodation Provider consents to the change, to enter them in the guest register at reception and pay the accommodation price according to the Accommodation Provider's price list for any persons not listed in the Reservation. If the maximum permitted occupancy for the room is exceeded and/or the obligation to report persons using the property not listed in the Reservation is breached, the Accommodation Provider shall be entitled to terminate the contract for material breach and to evict the Client, accompanying persons, and others from the accommodation or services. In such case, the Client loses the right to the accommodation and/or services stated in the Reservation, as well as any right to compensation for paid but unused accommodation and/or services;

• to pay the Accommodation Provider the total price of accommodation and services in accordance with the payment terms specified in the Reservation and these GTC, and to prove payment upon request;

• to pay the Accommodation Provider the cancellation fee in cases specified in these GTC;

• to collect from the Accommodation Provider any documents necessary for use of the accommodation and services;

• to arrive at the designated place for use of the accommodation and/or services at the agreed time;

• to follow the instructions of the Accommodation Provider's staff, and the house and other operational rules issued for the provision and use of accommodation and services at Hotel Hvězda. If the Client or accompanying persons, despite warning, grossly breach their obligations under the contract, these GTC, the Accommodation Provider's rules, the laws of the Czech Republic, or good morals, or disrupt the programme or use of accommodation and services by other clients, the Accommodation Provider is entitled to evict them (terminate the contract without notice). In such cases, the Client loses the right to the accommodation and/or services stated in the Reservation, as well as any right to compensation for paid but unused accommodation and/or services;

• to behave in a manner that does not disturb or restrict the accommodation and/or services of other clients;

• to pay for any damage to the Accommodation Provider's property caused by the Client and/or their accompanying persons or any other persons whom they have, by their fault, allowed access to the property;

• pets are permitted for a fee;

• to pay the Accommodation Provider the price difference from any discount stated in the Reservation if, at check‑in or before commencement of services, the Client fails to prove fulfilment of the conditions for the discount on accommodation and/or services;

• the Client (whether a natural or legal person) shall be responsible for ensuring compliance with the contract, these GTC, the Accommodation Provider's house and operational rules, and the laws of the Czech Republic by the persons listed in the Reservation Confirmation and/or accompanying them.

7.3 More detailed provisions on rights and obligations are contained in the house and other operational rules of the individual facilities, which are publicly available to Clients at each facility.

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Article VIII

Complaints and Information on Out‑of‑Court Dispute Resolution

8.1 The Client shall be entitled to lodge a complaint with the Accommodation Provider concerning the quality of the accommodation and/or services provided if their quality, scope or other conditions do not correspond to the scope, quality and conditions stated in the Reservation. The Accommodation Provider undertakes, without undue delay, to ascertain the circumstances of the complaint and, in the case of a justified complaint, to remedy the defective situation or grant the Client a discount. The Client shall lodge the complaint with the Accommodation Provider without undue delay after discovering the defective performance. Complaints lodged later will not be taken into account.

8.2 Information on out‑of‑court dispute resolution – The body competent for out‑of‑court settlement of consumer disputes between the operator and the Client arising from the provision of accommodation and related services, pursuant to Section 20e(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, Company ID No. 00020869, website: https://www.coi.cz/, or another body authorised by the Ministry of Industry and Trade.

Article IX

Other Provisions

9.1 Accommodation of the Client by the Accommodation Provider is possible no earlier than 14:00 on the date stated in the Reservation as the first day of accommodation. On the last day of accommodation stated in the Reservation, the Client shall vacate the property no later than 10:00. In the event of delay in vacating the property, the Accommodation Provider shall be entitled to charge the Client a contractual penalty of CZK 500 (in words: five hundred Czech crowns) for each commenced hour of delay.

9.2 Should the Accommodation Provider have reasonable suspicion that the Client is using the property in breach of the Reservation conditions, the house or operational rules of the Accommodation Provider, or public order, the Accommodation Provider shall be entitled to enter the property and check its use.

9.3 The Accommodation Provider shall not be liable for any damage to the functionality of the Client's electrical or electronic devices, nor for any errors or incorrect information about events or services provided by other persons.

9.4 None of Hotel Slezák's parking areas constitutes a guarded car park, and the Accommodation Provider does not provide any supervision of Clients' parked vehicles and/or their accessories. Hotel Slezák's parking areas are monitored by an unsupervised camera system, and the Accommodation Provider will provide the Client with recordings from these cameras if necessary.

9.5 By ticking the "I agree to receive commercial communications by electronic means in accordance with Act No. 480/2004 Coll. and to the processing of personal data for these purposes" box in the reservation form on the website www.hotelslezak.cz (hereinafter the "Reservation Form") and submitting it – or by other explicit and demonstrable expression of will – the Client:

• confirms that all personal data stated in the Reservation Form (or in another demonstrable expression of will containing the required information, if the Order is not made via www.hotelslezak.cz) are true and correct, that they have been informed of their rights in connection with the management and processing of their personal data, in particular of their rights under Sections 11, 12 and 21 of Act No. 101/2000 Coll., on the Protection of Personal Data, as amended (hereinafter the "Personal Data Protection Act"), and that they have read the Information on the Processing of Personal Data and Commercial Communications, available on www.hotelslezak.cz;

• grants, on the basis of the foregoing information, their consent to the processing of their personal data within the meaning of the Personal Data Protection Act by the Accommodation Provider as controller, or by other persons with whom the Accommodation Provider, as processor, concludes the relevant contract pursuant to Section 6 of the Personal Data Protection Act, including making the data available to and transferring them to such processors and to persons pursuant to Section 14 of the Personal Data Protection Act who cooperate with the Accommodation Provider under contract, to the extent of their name, surname, address, telephone number and e‑mail address stated in the Reservation Form (or other demonstrable expression of will containing this information, if the Order is not made via www.hotelslezak.cz), for an indefinite period until withdrawal or refusal of such consent, or expression of disagreement with the use of the electronic contact stated in the Reservation Form (or other demonstrable expression of will containing this information, if the Order is not made via www.hotelkrokus.cz), for the purpose of sending commercial communications within the meaning of the Act on Information Society Services (i.e. for sending commercial communications to the Client by the Accommodation Provider and by the third parties referred to above), including communications concerning products, services and activities of both the Accommodation Provider and the above‑mentioned third parties.

9.6 By ticking the "I agree to the General Terms and Conditions" box in the Reservation Form and submitting it (or, if the Order is not made via www.hotelslezak.cz, by other explicit and demonstrable expression of consent to the GTC), the Client confirms that they have read the Information on the Processing of Personal Data and Commercial Communications, available on www.hotelslezak.cz, and have thus been informed, within the meaning of the Personal Data Protection Act, of their rights in connection with the management and processing of their personal data.

Article X

Final Provisions

10.1 These GTC, within the meaning of Sections 1751 et seq. of the Civil Code, govern the procedure for concluding, form part of, and are an integral part of the accommodation contract concluded between the Client and the Accommodation Provider.

10.2 Where these GTC require a legal act in writing, this requirement shall be deemed fulfilled if the act is made by letter, fax or e‑mail.

10.3 The Accommodation Provider may supplement and amend these GTC in full and without limitation in electronic form. In the event of such amendment, the new version of the GTC will be posted on www.hotelslezak.cz and sent to any Client with whom a reservation process is ongoing. The amendment to these GTC shall take effect upon publication or delivery of its wording to the Client. If the Client disagrees with the published amendment, they shall notify the Accommodation Provider of their disagreement in writing no later than two days after delivery of the amended GTC. The relationship between the Client and the Accommodation Provider and their mutual rights, obligations and conditions shall be governed by the GTC sent to the Client together with the Reservation.

10.4 Should any provision of these GTC be found invalid, it shall be fully severable from the other provisions, and such invalidity shall not affect the validity and enforceability of any remaining provisions of these GTC.

10.5 In matters not governed by these GTC, the Client and the Accommodation Provider undertake to be bound by the laws of the Czech Republic, good morals, and customs in the field of accommodation services, and to resolve any disputes primarily by amicable means.

10.6 These GTC shall take effect on 1 January 2023.