Complaints procedure Hotel Lipa***, Bojnice

In order to ensure the correct procedure when dealing with complaints about defects in goods and services sold and provided at Hotel Lipa***, Bojnice, Sládkovičova 20, Bojnice, on the basis of Act no. 250/2007 Coll. on consumer protection issues the following complaints procedure:

ARTICLE I.

Right to complaint

The client has the right to complain about possible deficiencies in the services provided and defects in the purchased goods, including the right to their removal, replacement, addition, or replacement provision of a new service or a reasonable discount from the agreed price of the services or goods paid.

ARTICLE II.

Subject of complaint

Deficiencies in the quality of food and beverages intended for immediate consumption are reported by the client immediately upon discovery of the deficiency, directly to the serving employee. If the deficiencies of food and beverages intended for immediate consumption relate to quantity and weight, they must be claimed before consumption begins.

The client shall make a claim for deficiencies in other goods or services at the hotel where the goods or services were purchased immediately, without unnecessary delay, on the basis of the cash register block from the electronic cash register, in the case of goods, no later than the end of the warranty period. Without presenting proof of purchase, the hotel may not accept the claim. Complaints about deficiencies in accommodation can be made primarily to the reception staff without undue delay. The right to complain about deficiencies in the accommodation will expire if it has not been claimed within 7 days of the provision of the service at the latest.

When applying for a claim, the client submits all relevant documents about the provision of the service or the acquisition of the goods for which he complains of a defect or deficiency.

ARTICLE III.

Procedure for processing a complaint

Catering services

Food defects are considered irreversible. If there is a defect in food, meals or drinks, the client has the right to demand their replacement or return of the amount paid, or the provision of a discount.

If the correct quality, weight, measure or temperature of food and drinks is not observed, the client has the right to demand free, proper and immediate removal of the defect.

Accommodation services

The client is entitled to demand free, proper and timely removal of defects, namely:

replacement of faulty or missing small room equipment
unless it is possible to eliminate defects of a technical nature (failure of the heating system, weak water pressure, lack of hot water, etc.) and if the hotel cannot provide the client with other alternative accommodation, the client has the right to a discount from the basic accommodation price or to withdraw from the contract before overnight stays and for a refund of the price paid for accommodation.

Every complaint is accepted by the reception staff, who informs the client about the relevant manager responsible for resolving complaints. The complaint is processed by the relevant manager, who is obliged to examine the complaint, issue a written confirmation of receipt of the complaint and decide on the method of handling it.

If it is not possible to deal with the complaint by agreement, the relevant manager is obliged to write a record of the complaint with the client. In the record, the client indicates the exact designation of the service provided or the goods purchased, the time when the service was provided or the goods purchased and a description of their lack. If the client, when making a complaint, hands the hotel employee a written document about the provision of a service or the purchase of goods, this fact must be explicitly stated in the complaint record.

The director or the relevant manager will decide on the merits of the complaint immediately, in complex cases within 3 working days at the latest. If it is necessary to professionally assess the claimed deficiency, the deadline for processing the claim is 30 days.

The client will receive a copy of the record of the complaint and the method of handling it, and after 14 days they will be contacted to ascertain their satisfaction with the course of the complaint procedure.

ARTICLE IV.

Cooperation of the guest in processing the complaint

The client is obliged to provide the cooperation necessary to settle the complaint, in particular by providing true information regarding the service provided or the goods purchased.

If the nature of the claim requires it, the client will allow the hotel employee access to the space provided to him in order to verify the validity of the claim.

ARTICLE V.

Final provision

This complaint procedure takes effect on October 1, 2023

B.Sc. Andrea Kubovičová – company manager

HOTEL LIPA BOJNICE s.r.o., HOTEL LIPA s.r.o. with registered office at Sládkovičova 20, Bojnice.