COMPLAINTS PROCEDURE OF
HOTEL ZLATÝ ANDĚL
This Complaints Procedure regulates, in accordance with Act No. 89/2012 Sb., the Civil Code, as amended, and Act No. 374/2022 Sb., on Consumer Protection, as amended, and in accordance with other applicable legal regulations in force, the scope, conditions and method of exercising the rights of the Customer/Client/Guest arising from the liability of Hotel Zlatý anděl for defects in the services provided and their handling (hereinafter referred to as the “Complaint”).
Operator:
Zlatý anděl s.r.o.
náměstí Svornosti 11, 381 01 Český Krumlov
Company ID : 63887363, VAT ID:CZ63887363
• Complaints relating to accommodation (complaint or grievance)
• Complaints relating to catering services (complaint or grievance)
• Complaints relating to monetary services (payment services when paying in cash or by card).
Every Customer of Hotel Zlatý anděl (hereinafter referred to as the “Hotel”) has the right to express dissatisfaction with the services provided or with the conduct of the Hotel’s employees, by means of either:
• a Complaint, or
• a Grievance.
For the purposes of this Procedure:
- a Complaint shall mean a request by the Customer for the Hotel to remedy, in the Customer’s opinion, deficiencies or shortcomings in the provision of its services.
A Grievance shall mean an expression of dissatisfaction by the Customer concerning the service provided, the behaviour of a Hotel employee, the procedure for handling a Complaint, or with the General Terms and Conditions, Accommodation Rules, or similar matters.
Complaints Concerning Accommodation Services
A Complaint shall mean any defect in the services provided by the Hotel which were agreed upon in the Accommodation Agreement. The Customer has the right to lodge a Complaint:
• In person – verbally at the Hotel’s relevant department (reception, restaurant) or at the office of the Operator;
• In writing – by post to the Operator’s address, by e-mail to info@hotelzlatyandel.cz , or via Data Mailbox ID: zz9tfhf.
Submission of a Complaint and Time Limits
The Customer is obliged to lodge the Complaint promptly, without undue delay, so that the defect can be remedied, preferably on the spot. Submitting the Complaint directly on site allows the defect to be resolved immediately.
The rights arising from liability for defects in the services provided must be exercised without undue delay, but no later than within 7 days from the date of completion of the stay. If the Customer complains about defects that could have been rectified immediately, later complaints of the same nature may not be taken into account.
If the Customer, through his or her own fault, fails to exercise the rights arising from liability for defects in the services provided under the Accommodation Agreement — i.e. in the case of a pre-arranged, offered and sold combination of Hotel services at a total price — without undue delay, but no later than within 7 days of the end of the stay, the Operator shall not be obliged to take such Complaint into consideration.
Requirements of a Complaint
When lodging a Complaint, the Customer is obliged to provide:
• first name and surname,
• address and contact details,
• date of submission of the Complaint,
• clear description of the subject of the Complaint,
• preferred method of resolution,
• justification of the Complaint and, where possible, supporting evidence (e.g. photographic documentation),
• proof of payment or order confirmation for the complained service,
• signature of the Customer.
When a Complaint is lodged in person, the Operator shall prepare a Complaint Record (protocol) together with the Customer, containing the above information and the deadline for resolution of the Complaint.
The Customer shall receive a copy of this document and, by signing it, confirm agreement with its contents and acknowledgement of receipt.
Resolution of Complaints
If the Customer lodges a Complaint on the spot, the Operator is obliged, after duly examining the factual and legal circumstances, to decide on the Complaint immediately, where possible. If it is not possible to remedy defects of a technical nature arising from a technical malfunction of the hotel’s facilities (such as a heating system failure, lack of hot water, or interruption of the electricity supply), and if it is not possible to offer the Customer other suitable substitute accommodation, and the accommodation premises are nevertheless provided to the Customer despite such defects, the Customer shall have the right, by mutual agreement, either to a discount from the basic accommodation price or to withdraw from the contract (typically before the first overnight stay) and to a refund of the accommodation fee paid. A Complaint cannot be accepted where the Customer has been offered alternative equivalent accommodation and has agreed to such an offer.
If the Complaint cannot be resolved immediately, or within three days in complex cases, the Complaint, including the rectification of the defect, shall be resolved without undue delay, but no later than 30 days from the date of submission of the Complaint by the Customer, unless a longer period is agreed with the Customer. The Operator is entitled to request the submission of additional documents or the provision of further information.
The Customer is obliged to cooperate as necessary in the handling of the Complaint, in particular by providing information. Where required by the nature of the matter, the Customer must allow the Operator’s employees access to the accommodation premises provided to the Customer, so that they may verify the justification of the Complaint and, where appropriate, take corrective measures.
In cases where the Complaint is found to be wholly or partially justified, its resolution shall consist of the free rectification of the defect in the service, or, where possible, the provision of a substitute service (e.g. alternative accommodation). Otherwise, the Operator shall grant an appropriate discount on the price of the defective service provided. In cases where the Complaint is found to be unjustified, the Customer shall be informed in writing of the reasons for the rejection of the Complaint.
Where a Complaint arises from circumstances beyond the Operator’s control, including their occurrence, course, or consequences (e.g. adverse weather conditions, interruption of energy supply by the provider, etc.), or from circumstances attributable to the Customer, due to which the Customer wholly or partially fails to use the ordered, paid and secured services, the Customer shall not be entitled to a refund of the amount paid or to a discount on the price.
Complaints Concerning Catering Services
A Complaint concerning catering services shall mean defects in the food and beverages served, in respect of their quantity or quality. If the Customer discovers that the food or beverages served are defective, the Customer has the right to lodge a Complaint regarding such defects.
Lodging a Complaint, Time Limits and Requirements
Defects in the quality of meals and beverages intended for immediate consumption must be reported directly to the serving staff at the time of consumption. If the defects concern the quantity or weight of meals and beverages, the Customer must lodge the Complaint before starting consumption. A Complaint concerning the quality or temperature of meals and beverages must be lodged immediately after tasting. If the Customer believes that health problems have arisen in connection with the food consumed, the Complaint must be lodged without undue delay, but no later than within 24 hours after consumption.
In writing – by post to the Operator’s address, by e-mail to info@hotelzlatyandel.cz , or via Data Mailbox ID: zz9tfhf.
After expiry of the above time limit, the right to lodge a Complaint shall lapse. When submitting a Complaint for this reason, the Customer must present proof of payment for the meal or beverage being claimed.
In the case of a justified Complaint, the
Customer is entitled to request a replacement meal or a refund of the amount paid. Defects in food and beverages are considered irreparable.
If a reduction in the quality of food served (especially temperature) occurs due to the Customer’s failure to comply with contractual arrangements (e.g. late arrival for a reserved group meal or similar), such Complaints will not be taken into account.
Complaints Concerning Cash and Payment Transactions
Cash Payments
Complaints regarding cash transactions (cash payments) must be lodged immediately at the reception desk or with the responsible cashier/waiter. Complaints arising from incorrect cash handling (incorrect change given or wrongly charged amount) will not be considered if not lodged immediately and cannot be accepted retroactively.
The Customer is obliged to check the accuracy of the data on the receipt or hotel bill before payment, and to verify and count the cash immediately before leaving the payment point of the establishment.
Card Payments and Contactless Payments
A Complaint shall mean a Customer’s request for the Operator to remedy, in the Customer’s opinion, an incorrect procedure in the provision of its services, particularly in the area of payment transactions, e.g. an allegedly incorrectly executed payment order according to the Customer’s instructions for the transfer of funds as part of the Operator’s payment services. The Customer is obliged to verify the accuracy of all data on the receipt, invoice, or hotel bill prior to payment, and to check them immediately before leaving the premises.
If the Customer claims that he or she did not authorise a payment transaction or that the transaction was incorrectly executed, the Operator shall be obliged to demonstrate that the procedure followed enabled verification that a payment order had been given, that the payment transaction was accurately recorded and accounted for, and that it was not affected by any technical malfunction or other defect.
It is recommended that a Complaint be lodged without undue delay after the Customer receives information which gives rise to the Complaint — for example, an account statement or payment transaction notice.
Complaints may be submitted in writing to the Operator’s address, by e-mail to info@hotelzlatyandel.cz , or via Data Mailbox ID: zz9tfhf.
Requirements of a Complaint
• a clear description of the subject of the Complaint,
• the Customer’s identification details and client number (if assigned),
• a contact address and, where applicable, telephone or e-mail contact for further clarification,
• a declaration that the information provided in the Complaint is complete and true,
• the Customer’s signature.
Grievance
In addition to lodging a Complaint relating to accommodation or catering services, the Customer may also file a Grievance. A Grievance shall mean an expression of dissatisfaction by the Customer with the conduct of an employee of the Operator, or with the General Terms and Conditions, Accommodation Rules, or with the procedure followed by the responsible person when handling a Complaint. A Grievance should include: - a clear and comprehensible description of the event or situation which led to its submission;
- the identifying details of the person submitting the Grievance, including on whose behalf and in what capacity the person is acting. The Grievance should be accompanied by any relevant document substantiating its basis.
Submission of a Grievance
in person at the establishment where the incident occurred, where the complainant shall receive a copy of the record of submission, indicating the date of receipt, duly confirmed by the receiving employee; In writing to the registered office of the Operator, or by e-mail as follows: for accommodation services: info@hotelzlatyandel.cz
for catering services: fbd@hotelzlatyandel.cz
Time Limit for Submitting a Grievance
A Grievance should be submitted as soon as possible, without undue delay, and no later than 10 days from the date on which the grounds for submission first arose.
Time Limit for Handling a Grievance
Grievances shall be processed as quickly as possible. The Operator shall normally respond to received Grievances within 7 days of their receipt. In more complex cases, the time limit for resolution shall be 30 days. The Operator shall inform the Customer in writing – by post or electronically. A written response shall be sent only if the Customer explicitly requests this form of reply. The costs associated with handling Grievances submitted by Customers shall be borne by the Operator.
Other Provisions
In all other respects, the relevant provisions of generally binding legal regulations shall apply, in particular Act No. 89/2012 Sb., the Civil Code, and Act No. 374/2022 Sb., on Consumer Protection, both as amended.
In accordance with the Consumer Protection Act, the Customer has the right to seek out-of-court resolution of consumer disputes arising from contracts concluded with the Operator through the
Czech Trade Inspection Authority (Česká obchodní inspekce), registered office:
Štěpánská 567/15, 120 00 Prague 2,
and also via its regional branches.
Website: www.coi.cz
The handling of other Complaints and Grievances shall be governed by the relevant generally binding legal regulations.
This Complaints Procedure shall enter into force and effect on 1 September 2023.
It is displayed at Hotel Zlatý anděl and published on the Operator’s website:
