General terms and conditions

1. Introductory Provisions

1.1 These general terms and conditions (hereinafter also referred to as the "general terms and conditions" or the "GTC") govern the rights and obligations between the operator of accommodation services on the premises of Hotel Alfréd a Hermína at Sokolská 580/13, 779 00 Olomouc, Czech Republic, namely:

ART HOTEL SERVIS s.r.o.
Company ID (IČO): 03359182
with its registered office at Sokolská 580/13, 779 00 Olomouc
registered in the Commercial Register maintained by the Regional Court in Ostrava, Section C, Insert 59895
e-mail: info@alfredahermina.cz
phone: +420 602 553 313
(hereinafter referred to as the "Operator")

and the customer who books or uses the accommodation services of Hotel Alfréd a Hermína from the Operator (hereinafter referred to as the "Customer").

1.2 The Operator provides Customers with accommodation services consisting mainly of granting temporary use of a room, apartment or other accommodation space for a limited period of time, including related services provided as part of the Hotel's operation. Services are provided mainly on the basis of a reservation made through the Reservation System, to which the Customer may be redirected from the Operator's Website, as well as by e-mail, telephone, in person, through the Operator's contractual partners, or in another manner enabled by the Operator.

1.3 In the case of a reservation made through a contractual partner of the Operator, in particular through accommodation, reservation or intermediary portals, the reservation process, payment terms, conditions for changing or cancelling the reservation, and other related matters shall also be governed by the terms of the relevant contractual partner, with which the Customer is made familiar during the reservation process.

1.4 These GTC form an integral part of the contract concluded between the Operator and the Customer. In the case of consumer contracts, the relationship between the Operator and the Customer is governed by the Civil Code, in particular the provisions on obligations arising from contracts concluded with consumers within the meaning of Sections 1810 to 1867 of the Civil Code, as well as the provisions on accommodation, in particular Section 2326 et seq. of the Civil Code.

2. Definitions of Basic Terms

For the purposes of these general terms and conditions, the terms below have the following meaning:

Operator – means the person referred to in Article 1 of these general terms and conditions, who operates Hotel Alfréd a Hermína and provides Customers with Services under the conditions set out in these general terms and conditions.

Customer – means a natural or legal person who concludes a Contract with the Operator, in particular through the Reservation System, to which they may be redirected from the Operator's Website, by e-mail, telephone, in person, through a contractual partner of the Operator, or in another manner enabled by the Operator, and who is obliged to pay the Price for the provision of the Service.

Guest – means the Customer and, where applicable, any other person to whom accommodation is to be provided under the Contract or who is entitled to use the accommodation space together with the Customer. Unless otherwise stated in these general terms and conditions, the Customer's obligations apply mutatis mutandis to the Guest as well.

Hotel – means the accommodation facility Hotel Alfréd a Hermína, located at Sokolská 580/13, 779 00 Olomouc, Czech Republic, operated by the Operator.

Accommodation Space – means a room, apartment or other space intended for the temporary accommodation of Guests at the Hotel, which is made available to the Customer or Guest for use for an agreed period of time.

Service – means the accommodation service provided by the Operator, consisting mainly of granting the Guest temporary use of the Accommodation Space for a limited period of time, including related services provided by the Operator as part of the Hotel's operation, if agreed upon or included in the Price.

Reservation – means an order for the Service for a specific period, in particular the day of arrival and the day of departure, the number of nights, the number of Guests and the selected Accommodation Space or its category, made by the Customer through the Reservation System, to which the Customer may be redirected from the Operator's Website, by e-mail, telephone, in person, through a contractual partner of the Operator, or in another manner enabled by the Operator.

Depending on the specific conditions, a Reservation may be made as a reservation with an obligation to pay in advance, a reservation requiring payment of a deposit of up to 100% of the stay price, a reservation guaranteed by a payment card, or a reservation with payment of the price upon the Guest's arrival. The Customer is informed of the specific payment terms during the reservation process.

Reservation System means the online system, web interface or other technical means designated or accepted by the Operator for making Reservations, managing a reservation, paying the Price or part thereof, and other related actions. The Reservation System may be accessible in particular through a link located on the Operator's Website.

For the purposes of these general terms and conditions, reservation, accommodation or intermediary platforms operated by the Operator's contractual partners, in particular platforms such as Booking.com, Hotel.cz, Hotely.cz, Penziony.cz or Google Free Booking Links, are not considered a Reservation System, unless the specific context indicates otherwise. Reservations made through these platforms are also governed by the terms of the relevant contractual partner.

Contract – means the contract concluded between the Operator and the Customer, the subject matter of which is the provision of the Service. The Contract is concluded in particular by the Operator's confirmation of the Reservation, or by the Customer's confirmation of a Reservation binding them to payment and the payment of the Price or part thereof, unless otherwise specified.

Price – means the consideration for the provision of the Service, determined according to the Operator's current price list, a specific offer, a confirmed Reservation, or pricing terms published on the Operator's website, in the Reservation System, on a third-party platform, or communicated to the Customer in another suitable manner.

Website – means the Operator's website available at https://www.alfredahermina.cz/, through which information about the Hotel, Accommodation Spaces, Services, Prices, Reservations, house rules, cancellation terms and other conditions for the provision of accommodation services may be provided.

3. Reservation and Conclusion of the Contract

3.1 A Service Reservation can be made in particular through the Reservation System.

3.2 The Contract between the Operator and the Customer is concluded at the moment the Reservation is confirmed by the Operator, or at the moment the Reservation is confirmed in the Reservation System or through a contractual partner, unless otherwise specified in a particular case. If the Reservation is conditional upon payment of the Service Price, payment of a deposit, or a payment card guarantee, the Customer is obliged to fulfil the relevant payment terms specified during the Reservation process.

3.3 When making a Reservation, the Customer is obliged to provide true, complete and up-to-date information. The Operator is not liable for the impossibility of providing the Service or for any harm arising as a result of incorrect, incomplete or outdated information provided by the Customer.

3.4 Before completing the Reservation, the Customer is obliged to become familiar with these general terms and conditions, the current price list, the cancellation terms, and information on the processing of personal data. By completing the Reservation, the Customer confirms that they have become familiar with these documents.

3.5 The Operator is entitled to refuse or cancel a Reservation, in particular if the Customer provides false or incomplete information, fails to pay the Service Price, has breached these general terms and conditions in the past, or for other serious operational, technical or safety reasons.

3.6 The Customer acknowledges that the Reservation is tied to a specific day, time period and specific Accommodation Space. The Customer is not entitled to use the Service outside the agreed time period or in a space other than the one that was the subject of the Reservation, unless otherwise agreed with the Operator.

3.7 The Customer is responsible for ensuring that the Service is used only by persons entitled to do so under the relevant Reservation and these general terms and conditions. Allowing entry to an unauthorized person is considered a material breach of the contract and these general terms and conditions.

3.8 The Operator is entitled to set the maximum number of persons who may use the Accommodation Space within a single Reservation. Exceeding the specified number of persons is considered a material breach of the Contract and these general terms and conditions.

4. Price and Payment Terms

4.1 The Price of the Service is determined by the Operator's current price list, which is published in particular on the Website, in the Reservation System, or in another suitable manner.

4.2 The Customer is obliged to pay the Service Price properly and on time, in a manner enabled by the Operator. Unless expressly agreed otherwise between the Operator and the Customer, the Service Price is payable in advance, at the latest when the Reservation is made.

4.3 Payment of the Service Price can be made in particular by non-cash means through the Reservation System, by payment card, by bank transfer, through a payment gateway, or through a payment link sent by the Operator, in particular in the case of a telephone or e-mail reservation. Exceptionally, the Operator may also allow payment of the Service Price in cash, in CZK or EUR, if it accepts this method of payment in a particular case. When paying by payment card, the Service Price is charged in CZK.

4.4 A Reservation is considered binding only from the moment it is confirmed by the Operator, or from the moment the Service Price is paid, whichever occurs first, unless otherwise specified in a particular case.

4.5 If the Service Price is not paid properly and on time, the Operator is entitled not to confirm the Reservation, to cancel it, and/or to refuse to provide the Service.

4.6 In the case of payment through a payment gateway, the Customer is also bound by the terms of the relevant payment service provider. The Operator is not liable for the impossibility of making a payment caused by circumstances on the part of the Customer, their bank, the payment card issuer, or the payment gateway provider.

4.7 The Operator is entitled to unilaterally change the prices of Services and the scope of the price packages offered. A change in Price does not affect Reservations that have already been confirmed and paid for, unless otherwise agreed between the Operator and the Customer.

4.8 A tax document or other proof of payment of the Service Price will be issued to the Customer in accordance with legal regulations, in particular electronically through the Reservation System or by sending it to the e-mail address provided by the Customer.

4.10 Unless expressly stated otherwise, the paid Service Price is non-refundable if the Customer does not use the Service for reasons on their part, in particular if they fail to show up for the Reservation or arrive late.

5. Cancellation of Reservation, Change of Date and Non-Use of the Service

5.1 The Customer is entitled to cancel or change a Reservation only under the conditions set out in these general terms and conditions, the conditions of the specific Reservation, the rules of the Reservation System, the terms of the contractual partner through which the Reservation was made, or an individual agreement with the Operator.

5.2 Unless otherwise specified in the specific Reservation, in the Reservation System, in the terms of the contractual partner, or by individual agreement with the Operator, the Customer is entitled to cancel the Reservation under the following cancellation terms:

1. if the Reservation is cancelled 3 or more days before the agreed day of arrival, the Operator is entitled to a cancellation fee of 50% of the total Service Price; 50% of the paid Service Price will be refunded to the Customer;
2. if the Reservation is cancelled less than 3 days before the agreed day of arrival, the Operator is entitled to a cancellation fee of 100% of the total Service Price; the Customer is not entitled to a refund of the paid Service Price.

5.3 For the purposes of assessing whether the cancellation of the Reservation was timely, the decisive moment is when the Operator receives the Customer's notice of cancellation of the Reservation, or the moment the Reservation is cancelled through the Reservation System or a contractual partner, if such a method of cancellation is available for the specific Reservation.

5.4 If, under these general terms and conditions, part of the paid Service Price is to be refunded to the Customer, the relevant amount will generally be refunded using the same payment method as was used to pay the Service Price, no later than 14 days from the date of cancellation of the Reservation or from the date the Customer became entitled to a refund of the relevant amount, unless the Operator and the Customer agree otherwise or the payment method used or the contractual partner's terms do not allow such a procedure.

5.5 If the Guest does not show up for the stay, does not use the Reservation for reasons on the part of the Customer or the Guest, or begins the stay later or ends it earlier than agreed, the Customer is not entitled to a refund of the paid Service Price or to an alternative date, unless otherwise specified by the Operator.

5.6 Non-use of the Reservation for reasons on the part of the Customer or the Guest is considered to include, in particular, situations where the Guest does not show up for the stay, does not provide the Operator with the necessary cooperation, does not use the Service to the full agreed extent, provides incorrect or incomplete contact details, fails to meet the conditions necessary for accommodation, or is unable to use the Service as a result of a breach of these general terms and conditions, the house rules, or legal regulations.

5.7 A change of the Reservation date, a change in the length of stay, a change in the number of Guests, or a change in the category of the Accommodation Space is only possible with the Operator's consent, or under the conditions set by the Reservation System or the contractual partner through which the Reservation was made. The Operator is not obliged to comply with the requested change.

5.8 If a change to the Reservation is made at the Customer's request at a time when the Operator would already be entitled to a cancellation fee if the Reservation were cancelled, the Operator is entitled to make the change conditional upon payment of the cancellation fee, an additional payment of the Service Price, or another amount corresponding to the change of the Reservation.

5.9 The Operator is entitled to cancel or change the Reservation for important operational, technical, safety, hygiene or other similarly serious reasons, in particular due to an accident, power outage, technical unsuitability of the Accommodation Space, force majeure, measures by a public authority, or other unforeseeable circumstances preventing the proper provision of the Service.

5.10 In the event of cancellation of the Reservation by the Operator under the preceding paragraph, the Operator will offer the Customer a reasonable alternative solution, in particular an alternative date, an alternative Accommodation Space if available, or a refund of the paid Service Price or the corresponding part thereof.

5.11 The Operator is not liable for the impossibility of using the Service caused by circumstances on the part of the Customer or the Guest, in particular incorrectly entered contact details, insufficient cooperation, late arrival, early departure, failure to meet the conditions for accommodation, breach of the obligations of the Customer or the Guest, or other circumstances for which the Operator is not responsible.

5.12 The Customer acknowledges that the capacity of the Hotel and the Accommodation Spaces is limited and that a late cancellation of the Reservation, a change to the Reservation, or its non-use may cause the Operator harm, in particular by making it impossible to offer the given date to another customer. The cancellation fee under this article represents a lump-sum compensation for the harm caused to the Operator in connection with the cancellation or non-use of the Reservation.

5.13 For reservations made through the Operator's contractual partners, the cancellation terms, the terms for changing the Reservation, the terms for non-use of the stay, and the terms for refunds are also governed by the terms of the relevant contractual partner, with which the Customer is made familiar when making the Reservation.

6. Rights and Obligations

6.1 The rights and obligations of the Customer, the Guest and the Operator in the provision of accommodation services are governed by the concluded Contract, these general terms and conditions, the Hotel's house rules, the terms of the specific Reservation, and the relevant provisions of the Civil Code, in particular the provisions on the accommodation contract under Section 2326 et seq. of the Civil Code.

6.2 The Customer and the Guest are entitled to use the Accommodation Space and the common areas of the Hotel only to the extent and in a manner corresponding to their purpose, these general terms and conditions, the Hotel's house rules, the Operator's instructions, and generally binding legal regulations.

6.3 The Customer and the Guest are obliged to behave considerately at the Hotel, in particular not to disturb other guests, to observe night quiet hours, to maintain order and cleanliness, and to refrain from conduct that could cause damage to the Operator, other guests, or third parties.

6.4 The Customer and the Guest are obliged to use the Accommodation Space, its furnishings and the Hotel's facilities properly and with due care. Without the Operator's prior consent, they are not entitled to make any changes to the Accommodation Space, move furnishings, interfere with the Hotel's technical facilities, or use their own appliances if their use could pose a safety, technical or fire risk.

6.5 The Customer is liable for damage caused to the Operator by themselves, by the Guest, or by a person to whom they allowed entry to the Hotel or the Accommodation Space. The Customer is obliged to compensate the Operator for such damage in full, including the costs of repair, replacement of damaged equipment, extraordinary cleaning, or restoring the Accommodation Space to its original condition.

6.6 Only persons named in the Reservation, or persons whose accommodation has been subsequently approved by the Operator, may be accommodated in the Accommodation Space. Neither the Customer nor the Guest is entitled to allow another person to stay overnight without the Operator's prior consent.

6.7 Upon arrival, the Customer and the Guest are obliged to provide the Operator with the cooperation necessary to carry out check-in, in particular to present an identity document, to provide true and complete information required for the register of accommodated persons, and to fulfil other obligations arising from legal regulations or the Hotel's house rules.

6.8 The Customer and the Guest are obliged to observe the specified arrival and departure times, unless otherwise agreed with the Operator. The Guest is entitled to use the Accommodation Space at the earliest from the moment of check-in and is obliged to vacate it and hand it over to the Operator no later than the time specified for check-out.

6.9 At the end of the stay, the Customer and the Guest are obliged to hand over the Accommodation Space to the Operator in a condition corresponding to normal use, taking into account ordinary wear and tear. The Customer and the Guest are obliged to return to the Operator all borrowed or issued means enabling entry to the Hotel or the Accommodation Space, in particular keys, chip cards or access codes, if these were provided to them.

6.10 Smoking in the Accommodation Spaces and other indoor areas of the Hotel is prohibited, unless expressly stated otherwise by the Operator. Violation of this prohibition may be grounds for termination of the provision of the Service and for the Operator to demand payment of the costs associated with extraordinary cleaning, odour removal, repair of equipment, or other damage incurred.

6.11 The presence of animals at the Hotel is only possible with the Operator's prior consent and under the conditions set by the Operator. The Customer is liable for any damage or soiling caused by the animal.

6.12 The Operator is entitled to refuse accommodation to, or terminate the provision of the Service to, a person who violates these general terms and conditions, the Hotel's house rules, legal regulations, good morals, public order, or who, through their conduct, endangers or harasses the Operator, Hotel staff, other guests, or third parties. This does not affect the Operator's right to payment of the Service Price, the cancellation fee, or compensation for damage.

7. Protection of Personal Data

7.1. The Operator processes the personal data of Customers and Guests in accordance with legal regulations governing the protection of personal data, in particular Regulation (EU) 2016/679 of the European Parliament and of the Council, the General Data Protection Regulation (GDPR), and related legal regulations.

7.2. The Operator processes the personal data of Customers and Guests in particular to the extent necessary for making the Reservation, concluding and performing the Contract, providing accommodation services, maintaining the register of accommodated persons, fulfilling the Operator's legal obligations, protecting the Operator's rights and legitimate interests, and, where applicable, for communication with the Customer or Guest in connection with the Reservation or the provision of the Service.

7.3. The personal data processed may include, in particular, identification data, contact details, data provided when making the Reservation, data necessary for the register of accommodated persons, data on the Services provided, payment details, and other data provided by the Customer or Guest to the Operator or arising in connection with the provision of the Services.

7.4. The legal basis for the processing of personal data is, in particular, performance of the Contract, fulfilment of the Operator's legal obligations, the Operator's legitimate interest, and, in cases required by legal regulations, also the consent of the data subject.

7.5. Personal data may, to the necessary extent, be disclosed to persons involved in securing the Reservation, payments, the operation of the Reservation System, the provision of accommodation services, accounting, tax, legal, technical or other related services for the Operator, as well as to public authorities where required by legal regulations.

7.6. In the case of a Reservation made through a contractual partner of the Operator, in particular through an accommodation, reservation or intermediary portal, personal data may also be processed by this contractual partner. Such processing is governed by the privacy policy of the relevant contractual partner.

7.7. Personal data is processed only for the period necessary to fulfil the purpose of its processing, or for the period specified by legal regulations, or for the period necessary to protect the Operator's rights and legitimate interests.

7.8. Under the conditions set out by legal regulations, the Customer and the Guest have, in particular, the right to access their personal data, the right to have it corrected or erased, the right to restrict processing, the right to object to processing, the right to data portability, and the right to lodge a complaint with the Office for Personal Data Protection.

8. Out-of-Court Dispute Resolution

8.1 If the Customer is a consumer, in the event of a dispute with the Operator, they have the right to turn to the Czech Trade Inspection Authority, based at Štěpánská 567/15, 120 00 Prague 2, website: www.coi.cz, for the purposes of out-of-court resolution of a consumer dispute. This does not affect the Customer's right to turn to the competent court. The online dispute resolution platform available at http://ec.europa.eu/consumers/odr can be used to resolve disputes between the seller and the buyer arising from a purchase contract.

8.2 The European Consumer Centre Czech Republic, based at Štěpánská 567/15, 120 00 Prague 2, website: http://www.evropskyspotrebitel.cz, is the contact point under Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR).

8.3 The Seller is entitled to sell goods on the basis of a trade licence. Trade licence supervision is carried out by the relevant trade licensing office within its jurisdiction. The Czech Trade Inspection Authority carries out, within a defined scope, supervision of compliance with, among other things, Act No. 634/1992 Coll., on Consumer Protection.

9. Final Provisions

9.1 Rights and obligations of the Operator and the Customer not regulated by these general terms and conditions are governed by the laws of the Czech Republic, in particular the relevant provisions of the Civil Code and related legal regulations.

9.2 If the contractual relationships between the Operator and the Customer contain an international element, the contracting parties agree that these relationships shall be governed by the laws of the Czech Republic. However, this choice of law shall not apply to the extent that it would result in depriving a Customer who is a consumer of the protection afforded to them by mandatory provisions of the law that would otherwise apply under the relevant legal regulations.

9.3 The courts of the Czech Republic have jurisdiction to resolve disputes arising from or in connection with the contractual relationship between the Operator and the Customer, unless otherwise provided by legal regulations. The preceding sentence shall not apply to the extent that it would be to the detriment of a Customer who is a consumer and would be contrary to mandatory provisions of consumer protection legislation.

9.4 The Operator is entitled to amend or supplement these general terms and conditions, in particular due to changes in legal regulations, changes in the manner of providing Services, or changes in technical, operational or business conditions. The new wording of the general terms and conditions applies to contractual relationships arising after the date of its effectiveness, unless otherwise specified by the Operator.

9.5 An amendment to the general terms and conditions does not affect rights and obligations arising before the new wording takes effect, in particular rights and obligations arising from Reservations already confirmed, unless otherwise agreed between the Operator and the Customer or unless legal regulations provide otherwise.

9.6 If any provision of these general terms and conditions proves to be invalid, ineffective or deemed non-existent, this shall not affect the validity and effectiveness of the remaining provisions. Such a provision shall be replaced by a provision of the applicable legal regulation whose meaning and purpose most closely correspond to the intended purpose of the invalid, ineffective or non-existent provision.

9.7 The Operator strives to ensure that its Services, Website, Reservation System and related communications are, to a reasonable extent, accessible to the widest possible range of Customers, including persons with disabilities or other limitations, in accordance with the general principles of equal treatment, accessibility, and current requirements of European and national legislation.

9.8 In providing the Services, the Operator takes into account, in particular, the requirements arising from Directive (EU) 2019/882 of the European Parliament and of the Council on accessibility requirements for products and services and from Act No. 424/2023 Coll., on accessibility requirements for certain products and services, insofar as the given Service or part thereof is subject to this legislation.

9.9 A Customer who, due to their health condition, limited mobility or orientation, or other specific limitation, has special requirements regarding the use of the Service may contact the Operator before making a Reservation to verify the availability, suitability and technical possibilities of the Fitness area.

9.10 The Operator is prepared to provide the Customer with reasonable assistance in using the Service, to the extent possible given the nature of the Fitness area and its technical, structural, safety and operational capabilities. This does not affect the Customer's obligation to assess the suitability of using the Fitness area with regard to their health condition, physical capabilities, and the nature of the intended physical activity.

9.11 These general terms and conditions are drawn up in the Czech language. If the Operator provides a translation of these GTC into another language, the Czech version shall prevail in the event of any discrepancy.

9.12 These general terms and conditions become effective on 1 July 2026.