General Terms and Conditions

The General Terms and Conditions (hereinafter referred to as GTC) regulate the mutual contractual relationship between Hotel Queens & Wellness Mariánské Lázně, which is operated by Tennis Agens Mariánské Lázně, s.r.o. ič: 24795780 Luční 247/2, 35301 Mariánské Lázně
(hereinafter referred to as the provider or the company) and the client – a natural or legal person who orders accommodation in the Hotel as a client (hereinafter referred to as the client).
In the event of a conflict between the provisions of contracts, including the Company’s standardized contracts, and the provisions of the GTC, the provisions of such contracts shall prevail over the provisions of the GTC.
The GTC become part of the pre-contractual arrangements at the moment of commencement of these negotiations between the provider and the client and part of the contracts at the moment of their conclusion.

Article I.
Pre-contractual arrangements

1. Pre-contractual arrangements include the ordering of services, the negotiation of their terms and conditions and the confirmation of the final order by the provider.

2. Orders for services must be made in writing and must make it clear who is making them and what their subject matter is (type of services, terms, prices, etc.). Orders must be sent to the relevant department of the company, i.e. the Sales and Reservations Department or the Director of the establishment.

3. By signing the order or confirming the email, the provider agrees to provide the ordered services in the agreed scope and the contract is concluded at this moment.

4. If additional services are ordered by the Client or his/her designee/representative, both the Provider and the Client are obliged to proceed in accordance with this Article. The Provider undertakes to make every effort to provide the additional services requested, but does not guarantee their provision.

Article II.

Obligations of the contracting parties

1. Upon conclusion of the contract, the Provider shall be obliged to provide the Client with the services specified in the contract and the Client shall be obliged to take over these services and pay the agreed price to the Company for their provision.

Článek III
Nástup ubytování

1. Upon check-in, each guest must present their ID card or other identification at the hotel reception. After fulfilling the above-mentioned legal obligations, including filling in the registration card (record for the foreign police), the reception will accommodate the guest and provide further information about the accommodation.

2. An integral part of these General Terms and Conditions is the Accommodation Regulations.

Článek IV
Platební podmínky

1. If the Provider requires an advance payment for the ordered services, the Client is obliged to pay the advance payment to the Company in the amount and by the due date specified in the Contract; payment of the advance payment means crediting the relevant amount to the Provider’s bank account, unless otherwise agreed. If the deposit is not duly paid by the Client, the Provider reserves the right to cancel the agreed reservation and to charge the Client the corresponding cancellation fees according to Article V of these GTC.

2. The client is obliged to pay the agreed price for the accommodation. The customer undertakes to pay the tax document (invoice) in cash at the end of the accommodation or within the due date specified therein; unless otherwise agreed, the due date is 14 days from the date of issue. Any irregularities in the tax invoice must be complained about in writing by the customer within 5 calendar days of receipt. In the event that the Provider accepts that the complaint of the tax document (invoice) is justified, the due date of the tax document (invoice) in question shall be postponed and the amount stated in the complained tax document (invoice) shall be due within the due date stated in the newly issued tax document (invoice). A complained tax document (invoice) for which the provider finds the complaint to be unjustified, the amount in question shall be payable on the due date indicated on the complained tax document (invoice). Translated with (free version)

3. The payment is deemed to be paid when it is credited to the Provider’s bank account indicated on the tax document (invoice), unless otherwise agreed.

4. In the event of the Client’s default in payment for the services provided, the Provider shall have the right to demand from the Client, in addition to payment of the amount due, interest on the overdue amount at the rate of 0.5% of the amount due for each day of delay commencing on the first day following the due date of the tax document (invoice) until payment.

5. The Provider reserves the right to use any payment made by the Customer to settle its oldest overdue claim(s) against the Customer. The Provider shall be entitled to use the blocked funds to pay all outstanding amounts incurred during the stay and after the departure of the Guest (e.g. drinks from the minibar, consumption in the restaurant, café, violation of the smoking ban, etc.)

Článek V.
Storno podmínky

1. Cancellation always means cancellation, postponement or modification of a confirmed order.

2. Cancellation must be made in writing by the client to the person with whom the terms of the contract were negotiated and, if not, to the director of the establishment.

3. If the customer cancels the ordered and confirmed services, he/she is obliged to pay the provider cancellation fees according to the price conditions of the reservation; the cancellation fees will be calculated from the price for the cancelled services incl. VAT, as follows:

For individual bookings:
Free accommodation up to 4 days before expected arrival
3-2 days before expected arrival 100% of the first night
1-0 days before expected arrival or in case of no-show 100% of the total price.

For Group bookings (4 or more rooms):
Cancellation fees of 25% of the total price of the ordered accommodation and services will be paid by the client in case of cancellation of the order
within 19 to 10 days before the group’s arrival date.

Cancellation fees of 50% of the total price of the ordered accommodation and services will be paid by the client in case of cancellation of the order
within 9 to 5 days before the group’s arrival date.

Cancellation fees of 100% of the total price of the ordered accommodation and services will be paid by the client in case of cancellation of the order
within 4 days or less before the arrival of the group and in case of non-arrival of the group.

4. For the purposes of these GTC, the room price means the price for accommodation and buffet breakfast, the magistrate’s fee and VAT at the statutory rate.

5. The cancellation fee will be billed to the client by a tax document (invoice) with a 10-day due date. If the cancellation fee is not duly paid, the Client shall be obliged to pay the Provider, in addition to the amount corresponding to the cancellation fee, default interest at the rate of 0.5% of the amount due for each day of delay, starting from the first day following the due date of the cancellation fee until the cancellation fee is paid.

Článek VI.
Reklamace služeb

1. The client is obliged to file a complaint about the services provided by the provider in writing with the person with whom the terms of the contract were negotiated and, if there is no such person, with the director of the establishment. Such a complaint must be lodged immediately after the discovery of the deficiencies in the services, but no later than the day following the last day on which the services in question were provided to the customer. No account shall be taken of subsequent complaints.

Článek VII.
Odstoupení od smlouvy

1. Either party may withdraw from the contract under the conditions and for the reasons provided for by law or the contract.

2. The Provider shall be entitled to withdraw from the Contract with immediate effect (in whole or in part) if the Client breaches the Contract in a material manner or repeatedly breaches any obligation under the Contract or if the Client defaults on payment of any amount due by more than 10 days after the due date.

Článek VIII.

1. The guest has the right to submit a proposal for out-of-court settlement of such a dispute to the designated consumer dispute resolution body, which is:

Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Štěpánská 15
120 00 Praha 2

The Czech Trade Inspection Authority is a supervisory authority exercising supervision over consumer protection, acting in accordance with Act No. 64/1986 Coll., on the Czech Trade Inspection Authority, as amended, and other legal regulations. The website of the Czech Trade Inspection Authority is

2. In accordance with the provisions of Section 1837 (j) of Act No. 89/2012 Coll., the Civil Code, the accommodated person as a consumer does not have the right to withdraw from the accommodation contract if the accommodation facility provides the performance within the specified time.

Článek IX.
Souhlas se zasíláním obchodních nabídek

1. The Customer agrees to the sending of commercial offers by the Provider, which is carried out in accordance with Act No. 480/2004 Coll., on certain information society services. The Customer consents to the sending of Commercial Communications to his/her email address by submitting the enquiry form on the Provider’s website. This consent can be revoked at any time.

Článek X.
Vyšší moc

1. If the provider is unable to fulfil the agreed terms and conditions due to force majeure, it shall have the right to withdraw from the contract without further delay, unless the parties agree otherwise. Force majeure means in particular damage to the hotel and its facilities as a result of natural disasters; in the event of force majeure, the client is not entitled to claim any penalties or equivalent claims against the provider.

Článek XI.
Další ujednání

1. The Parties acknowledge that the liability of the Provider, the Client and the Client’s clients is governed by the rules of Section 2894 et seq. of Act No. 89/2012 Coll., Civil Code. Damages shall be compensated in money, unless the parties agree otherwise. In the event that the damage is caused by the Client’s clients and the clients fail to pay the claimed damage, the Client undertakes to pay the damage as if it had been caused by the Client.

2. The Provider is entitled to require a guarantee in the form of pre-authorization of a credit card or a cash deposit upon arrival of the clients. The company undertakes to return the deposit, or part thereof, to the clients upon departure of the clients and after settlement of any claims under this paragraph.

3. If the company finds the actions of the client or his/her clients to be a gross violation of the hotel accommodation regulations, the company has the right, after discussing the whole matter with the client, to terminate the accommodation of the client or his/her clients without compensation or without limiting the right to charge.

4. The Customer expressly agrees that the Provider is entitled, in accordance with the relevant generally applicable legislation, in particular Act No. 101/2000 Coll., on the protection of personal data and amendments to certain acts, to process and store all information and data provided by the Customer for the purpose of processing the order.

5. The guest acknowledges that the safe deposit box in the room or the safe at the reception (valuables in the maximum value of 20000 CZK) is used to store valuables (valuables in the maximum value of 20000 CZK). The hotel is not responsible for loss or damage to valuables left loose in the room and in the hotel outside the safe.

6. In all areas of the hotel, there is a strict no smoking policy. In case of violation of this prohibition, the provider has the right to charge guests €200 for fire safety hazards and deep cleaning of the premises.

7. Personal belongings left by the guest at the hotel will be sent to the guest on delivery by Czech Post at the guest’s expense.

8. All amounts will be generated in CZK. The exchange rate to foreign currencies is governed by the CNB daily exchange rate. In the case of payment by each card, the exchange rate may vary depending on the exchange rate used by the bank that issued the payment card.

Článek XII.
Závěrečné ustanovení

The GTC come into force and effect on 1.6.2021