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Refund and cancellation policy

Refund and cancellation policy

To ensure the correct procedure of handling complaints issued of shortages in goods and services provided in the Hotel Ďumbier according to the Law no. 634/1992 Zb. as amended and to Law no. 40/1964 Zb., Civil Code, as amended:

Article I.

The right to claim

The hotel guest has the right to claim any shortcomings of provided services and any defects of purchased goods, including the right to remove them, change them, provide a new service or the right to get a discount on the agreed price of services or goods.

Article II.

The subject of the complaint

  1. The Deficiencies in food and beverages quality are claimed by the hotel guest immediately after the finding of shortage to the hotel personnel.

 

  1. If the deficiencies in food and beverages relate to the quantity and weight, they must be claimed before the start of consummation.

 

  1. The hotel guest has the right to claim other deficiencies in goods and services in the hotel, where the product or services were purchased. The proof of payment is required for the recognition of the claim.

 

  1. The complaint of defects in accommodation may be applied to the hotel reception personnel promptly. The rights to claim deficiencies in accommodation disappear unless have been applied before the hotel guest’s departure.

 

  1. The hotel guests have to submit all documents of the provided services and purchased goods, which have deficiencies to claim them.

Article III.

The procedure for settlement of claims

Food Services

a)        The deficiencies in food are unrecoverable. If the defect is detected in food, the hotel guest has the right to require their replacement or refunds of the amount paid are rebate.

b)        In the case the right quality, weight, temperature of food or beverages is not kept, the hotel guest has the right to request a free, appropriate and immediate elimination of defect.

 

Accommodation

The hotel guest has the right to require the free, appropriate and immediate elimination of defects, namely:

a)        The replacement of defective on the addition of small equipment in the room.

 

b)        If is not possible to remove technical defects in the room (failure of the heating system, weak water pressure, lack of hot water, a fault in electrical power, etc.) and if the hotel is unable to offer other room to client and in spite of these defects the room is provided to the hotel guest, the hotel guest has right to a rebate of price of accommodation or withdrawal before sleeping in the hotel and the return of the price paid for accommodation.

 

c)        The complaint is dealt by hotel provider or another responsible person who is obliged to examine the complaint and make decision about the procedure of settlements of the claim. If you can not equip claim agreement, the hotel provider or another responsible person shall write up the record of the complaint. The hotel guest record shall contain the exact identification of provided service or purchased goods, the information about time when the services were provided and the goods were purchased, and a description of deficiencies in goods and services.

Article IV.

The cancellation fees

The cancellation fee is the agreed contractual penalty.

  1. The cancellation of the booked services – accommodation

a)        In the case of the cancellation of the reservation:

 

–  1-5 days prior to arrival the cancellation fee is 100 % of the price of the ordered services or the price of the cancelled part of the ordered services, which is mentioned in the booking reservation

 

–  6 – 14 days prior to arrival the cancellation fee is 50 % of the price of the ordered services or the price of the cancelled part of the ordered services, this is mentioned in the booking reservation

 

b)        Without the cancellation fee, if the reservation is cancelled more than 14 days before the date of the first transaction.

 

  1. The cancellation of the group reservation (ordering 4 or more rooms):

 

a)        In the case of the cancellation of the group reservation:

–  1-14 days prior to arrival the cancel the cancellation fee is 100 % of the price of the ordered services or the price of the cancelled part of the ordered services, this is mentioned in the booking reservation

 

–  15-21 days prior to arrival the cancellation fee is 70 % of the price of the ordered services or the price of the cancelled part of the ordered services, which is mentioned in the booking reservation

 

–  22-30 days prior to arrival the cancellation fee is 50 % of the price of the ordered services or the price of the cancelled part of the ordered services, this is mentioned in the booking reservation

 

  1. There is no cancellation fee if the group reservation is canceled more than 30 days prior to the arrival at the hotel.

The cancellation of the reservation shall be performed by a written notification to the hotel provider.

The cancellation of the reservation applies even if the customer has not notified the cancellation of the reservation and the ordered services was not used.

Notification about the cancellation of the reservation should be sent to: recepcia@hoteldumbier.sk

Article V.

Payment policy

  1. The accommodation reservation (reservation of less than 10 rooms)

 

–  The advance payment 7 days prior to arrival. You pay 50 % of the price of the ordered services to the hotel provider´s account.

 

  1. The group reservation (reservation of 10 rooms or more)

– The advance payment 14 day prior to arrival. You pay 50 % of the price of the ordered services.

If the advance payment is not paid at a specific time under the payment conditions or the customer doesn’t start to use ordered services on the first day of accommodation to 24:00, or other agreed time, the reservation contract is death without any cancellation fees.