Accommodation regulations
Service provider details:
The operator of the Spa Hotel Schlosspark is the company Spa Hotel Schlosspark, sro, Kolmá 661/19, 360 01 Karlovy Vary, IČ 28008111, DIČ CZ28008111, registered in the Commercial Register kept by the Regional Commercial Court in Pilsen, Section C, Insert 21226. The establishment is Spa Hotel Schlosspark, Kolmá 13–19, 360 01 Karlovy Vary.
1. Conditions for concluding a reservation for accommodation
1.1 It is always necessary to make a reservation of accommodation in written form:
by e-mail communication between reservation department and the guest
online through online reservation formular on website of Spa Hotel Schlossspark
through online reservation portals or through accommodation service providers (travel agency)
1.2 It is possible to ask for availabilities by telephone and than finish the booking in written form.
1.3 The guest is obliged to comply with:
booking conditions
obligations arising from the Accommodation Regulations
the guest must not damage the good name of the hotel
1.4 If the guest does not comply with the conditions in point 1.3, the hotel is entitled to cancel the reservation before the expiration of the agreed period without notice.
2. Payment conditions at the conclusion of the reservation and cancellation of the reservation
2.1 In case of direct booking with the guest:
hotel requires prepayment of the stay prior to the arrival of the guest
methods of payment can be: by wire transfer to the hotel bank account (hotel will issue a proforma invoice to the guest with the requested deposit in %)
the guest can pay via credit card
the conditions of prepayment are followed by cancellation policy in case of direct booking and are defined on the website of the hotel in section Cancellation Policy
2.2 In case of online reservation through website:
conditions of prepayment defined in the reservation apply
2.3 In case of reservation through online reservation portal:
conditions of prepayment defined in the reservation apply
2.4 In case of booking through accommodation providers (travel agencies)
conditions of prepayment agreed contractually between the accommodation provider and the hotel are valid
2.5 Each guest and accommodation provider is obliged to:
observe the conditions of the prepayment before the arrival of the client of the accommodation provider
in case of non-compliance, the hotel is entitled to cancel the reservation immediately, unless both parties agree on other conditions
2.6 The guest or client of the accommodation provider also has the right to:
cancel the reservation in advance before of the validity of the cancellation policy
2.7 If the hotel cannot accommodate the guest due to overbooking situation or due to operational problems:
The hotel is obliged to provide the guest with alternative accommodation in the same range of services and price conditions in another accommodation facility of the same or higher category
provide the guest with a free transfer to another accommodation facility
offer an alternative date for the stay at the Spa Hotel Schlosspark in the same range of services and at the same price conditions as for the original booking
2.8. If the guest does not show up to use the accommodation within 24 hours after the agreed arrival to the accommodation:
the hotel is entitled to charge the guest a 100% cancellation fee from the deposit paid
3. Arrival to the hotel – check – in
3.1 The guest registers at the hotel reception upon arrival.
3.2. At check-in at the reception it is necessary to present:
ID card or passport
in the case of accommodation through a travel agency – a valid voucher
the guest then confirms the accuracy of his data by signing the registration card
3.3 If the guest does not submit his / her personal documents (see point 3.2), the hotel is entitled not to accommodate the guest.
3.4 Unless otherwise agreed, check-in is possible from 2:00 pm until 00:00 am
3.5 The guest will pay by check-in:
100% of the amount of accommodation, unless it was paid before
surcharge for accommodation if a partial deposit has been paid before his arrival
parking fee
3.6 After payment of the stay, the receptionist will issue a tax document to the guest confirming payment of the entire stay.
3.7 The guest will be charged additional services to his hotel account during the stay.
3.8 The number of guests staying in the room must correspond to the number of guests registered for accommodation before their arrival.
3.9 It is possible to prolong the stay at the same room or another depending on free capacity.
3.10 The guest gives the hotel consent to the processing of his personal data according to the conditions of the GDPR.
3.11 Guests under 18 years old can only be accommodated if accompanied by an adult.
3.12 The hotel has the right not to accommodate a guest who enters the hotel under the influence of alcohol or drugs.
3.13 A guest who will accommodate before 6 am in the morning is obliged to pay the price of accommodation for the entire previous night. If the guest does not vacate the room untill 12 pm, the next night will be charged, unless otherwise agreed in advance.
4. General conditions of accommodation
4.1 The guest has the right to use the space reserved for his accommodation, as well as the common areas of the hotel, and to use the services associated with the accommodation.
4.2 Upon arrival at the accommodation, the guest will receive:
magnetic card (key). He/she is obliged to prevent the loss, destruction or damage of this key, as well as its disclosure to other persons who are not a direct party to the accommodation contract.
4.3 In case of loss of the magnetic card:
the guest is obliged to report this loss to a receptionist.
for the loss and issuance of a new magnetic card, the guest is obliged to pay a handling fee to the hotel in the amount of CZK 200,-
4.4 By staying at the hotel, the guest confirms:
that he has been acquainted, understood and will comply with these Accommodation Rules, which he confirms with his signature on the registration card upon arrival at the hotel
in case that the Accommodation Rules are violated, the hotel has the right to withdraw from the agreed accommodation before the expiry of the agreed period, without the obligation to compensate the guest for any damages
4.5 The guest is obliged to:
pay the price for accommodation according to the valid price list (confirmed booking)
maintain the cleanliness of the premises designated for his stay
to protect the equipment in the accommodation areas against damage
immediately report any damage or injury caused by him or the persons staying with him / her to the hotel management:
from 10 pm to 7 am behave in such a way as not to disturb other guests with excessive noise
when leaving the room, close the water taps in the room, turn off the lights, close the windows and turn off electrical appliances that are not used during the guest’s absence
4.6 The guest may not without the consent of the provider of accommodation:
make major changes to the accommodation (move furniture, relocate equipment, etc.)
remove the equipment and facilities from the area designated for accommodation
use in rooms intended for accommodation of own appliances, remove small appliances used by the guest for personal hygiene and office work
leave the accommodation to another person
receive visits to accommodation premises. Visits must be signed by the reception staff and are only possible from 8 am until 10 pm. For the reception of visitors outside these hours, the guests are only available public hotel areas.
stating the address of the house with the accommodation as a place of business
4.7 Accommodation conditions for dogs:
the dog is accommodated on condition that it is healthy and must be in the hotel room under the supervision of the guest
dogs can only move in the hotel room and access areas to the room
dogs do not have access to other rooms such as restaurants, swimming pool, balneo operation
the guest is fully responsible for damages caused by his dog
the fee for accommodation of the dog is 10, – EUR / night
4.8 In addition, the guest may not:
carry a weapon, ammunition and explosives, or otherwise keep them in a condition for immediate use
to hold, manufacture or store narcotic or psychotropic substances or poisons, unless they are medicines the use of which has been prescribed by a doctor
smoke – does not apply in the case of areas reserved for smoking and visibly marked with the appropriate symbol
use open fire
use explosive substances (fireworks) in and near the hotel
4.9 Other general rules of accommodation:
the hotel / reception will arrange for medical assistance or transport to the hospital in case of illness or injury of the guest. The incurred expenses are paid by the guest himself.
the guest is obliged to allow access to the room of the hotel staff in order to perform their work (cleaning, service, etc.)
for safety and social reasons, it is not advisable to leave children under the age of 12 in the room or in other areas of the hotel without adult supervision
the guest is not allowed to bring their own food and drinks to the Restaurant and Lobby Bar
the guest has the right to complain about any deficiencies in the services provided. He is obliged to file a complaint immediately without undue delay so that a remedy can be arranged, if possible on the spot. Later complaints will not be taken into account.
5. Hotel responsibility for guest things
5.1. The hotel is not responsible for:
valuables of guests in rooms (money, jewelry, securities, credit cards, computers, tablets, cameras, mobile phones, etc.), if they are not stored and locked in the hotel safe
each room is equipped with a safe to store these valuables
5.2 In case of loss, the guest immediately contacts the reception, which may arrange to call the police.
5.3 Any damage or destruction must be reported by the guest immediately after:
what he learned about it
the claim from this liability expires if the customer does not notify the hotel of the loss, destruction or damage without undue delay and no later than 15 days after learning of the damage
5.4 Damage will not be reimbursed if the damage was caused by the guest himself or the person accompanying him.
6. Safety, guest’s liability for damage
6.1 The guest is obliged to get acquainted with the safety rules and evacuation plan
6.2 The guest acts in such a way that there is no unjustified damage to the liberty, life, health or property of another
6.3 If the guest causes damage to the property of the hotel by his actions:
the hotel is entitled to claim damages in full amount.
6.4 The accommodation provider liability for damage to deferred items is governed by the provisions of § 2945 et seq. Act No. 89/2012 Coll., Civil Code.
6.5 Any property forgotten at the hotel by the guest:
it will be sent only at his request, at his expense and risk
the hotel stores forgotten items for a period of 7 days and then, if the items are obviously of value, passes them on as found lost items to the competent authorities
if such an item appears worthless, the hotel reserves the right to destroy it after the above storage period
6.6 If the guest is provided with a parking space in the unguarded hotel car park for a fee:
there is no custody agreement or any similar arrangement and the only contractual obligation of the accommodation provider in this regard is the very possibility of the guest to temporarily use the parking space
the hotel is not responsible for the loss or damage of a vehicle parked or moving in this car park, for the loss or damage of its contents and for damage caused to persons and animals in the car park area
the hotel is also not liable for damages caused by accident or force majeure and for damages caused by vandalism
6.7 In case of illness / death of the guest, the hotel claims from the family member, the heir, or the person settling the invoice of the patient / deceased:
compensation for any medical and management costs, the consideration for the services used before death and compensation for any damage caused to the plant and equipment
7. Departure from the hotel – check – out
7.1 Upon departure from the hotel – check-out, the guest is obliged to:
leave the room untill 12 pm, unless otherwise agreed between the hotel and the guest
return a magnetic card (room key)
pay for all additional services beyond the original order (minibar, balnea services, consumption of beverages and food beyond the ordered and paid board, etc.)
in case of damage to the hotel property, the guest is obliged to pay the costs associated with the repair
7.2 If the guest does not leave the room in time:
the hotel reserves the right, with the participation of a two-member commission, to write down the guest’s items and store them in a safe place so that the room can be used by another guest who has booked it.
7.3 Receptionist upon guest departure:
issues the final hotel bill, which serves as a tax document, either to the guest’s address or business address, if the guest wishes (in this case, the guest must provide accurate billing information)
if the guest wishes, he will arrange a transfer to the requested place
8. Protection of personal data pursuant to Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of individuals with regard to the processing of personal data and on the free movement of such data
8.1 The Hotel undertakes to take such technical, personnel and other necessary measures as to prevent:
to unauthorized or accidental access to personal data
to change, destroy or lose them
to unauthorized transmissions
to their other unauthorized processing
as well as other misuse of personal data
In connection with the provision of accommodation services, the hotel is obliged to process personal data of guests. The receptionist and the hotel manager work with this information. These users have been instructed on the sensitivity of personal data. They handle guests’ personal data exclusively as part of the services provided by the hotel.
Neither the hotel nor the staff pass on the personal data of guests to other entities.
Another processor of personal data is the HotelTime Hotel System. The principles of processing and handling personal data of guests are regulated in the processing contract between the hotel and the processor.
The hotel has a legal obligation to keep some personal information about its guests, in particular:
name and surname
birthdate
address and duration of accommodation
document number and type
possible visa and purpose of stay
This obligation is governed by the Act on the Residence of Foreigners in the Czech Republic (326/1999) and the Act on Local Fees (565/1990).
According to these legal regulations, the hotel is obliged to keep personal data of customers for a period of 6 years.
The guest has the right to ask the hotel for an overview of his personal data at any time. This information is stored:
in the guest card
in the house book
in the record book
These are stored in printed form in a safe in a locked room, to which only the receptionist and the hotel manager have access.
In case of a request to delete personal data, the hotel:
deletes the guest card
shreds the house and registration book
However, the hotel must comply with the above laws. The listed personal data can be deleted only after the expiration of the legal period.
The hotel undertakes that the processing of data will be secured as follows:
Only authorized persons of the hotel will have access to personal data, who will have the conditions and scope of data processing determined by the hotel, and each such person will access personal data under his / her identifier.
personal data will be processed on the hotel premises, to which only authorized persons or its suppliers (subcontractors) will have access, bound by the same obligations
the hotel prevents the unauthorized reading, creation, copying, transmission, modification or deletion of records containing personal data
the hotel shall take measures to identify and verify to whom the personal data have been transferred, processed, modified or deleted
the hotel undertakes, through its own internal transcripts or special contractual arrangements, to ensure that its employees and other persons who will process personal data will do so only under conditions to the extent specified by the hotel and in accordance with the hotel’s instructions.
8.10 The Hotel uses a camera system to prevent the protection of its customers, its own and their property. The hotel declares that the records are not processed in any way, nor do they provide them to third parties or entities.
These accommodation regulations came into validity and effect after the update on the 15th of Janurary 2021.
