Terms and conditions
Hotel Stupka Tále
General Terms and Conditions
Valid from 01. 05. 2021
Tále 100, 97701 Horná Lehota
Business ID: 36 028631
VAT reg. no.: SK2020083956
Registered in the Commercial Register of the District Court of Banská Bystrica, Section Sa, Insert No. 478 / S
Provider: Tále, a.s. – hotel Stupka – a provider of accommodation, catering, congress, and relaxation services to a customer (guest) for a fee (hereinafter referred to as “hotel” or “supplier”).
Customer: The customer of services who concludes a contract with the hotel about the provision of accommodation, catering, wellness, as well as other services on the basis of the customer’s request (hereinafter referred to as “customer” or “guest”). By concluding a contract with the hotel, these General Terms and Conditions become binding for both the hotel and the customer and are part of the contract.
2. Reservation of Services
2.1 The reservation may be made by the customer in his own name or for a third party.
2.2 The reservation is confirmed to the customer (guest) by the hotel upon receipt of the order in following forms:
▪ by phone
▪ in writing
2.3 The order must include:
▪ name and surname of the guest, in the case of a legal entity its name and business ID
▪ date of use of hotel services
▪ contact details: telephone number, guest address, email
▪ method of payment for services, in the case of a legal entity or a natural person entrepreneur, billing information
▪ scope and type of ordered services
2.4 The hotel is obliged to process the order within 24 hours or on the next working day for group bookings, by confirming the order/reservation or by rejecting it.
2.5 Based on the order confirmation, the hotel will issue a booking confirmation, which will confirm the scope of services to the guest in writing or electronically. By confirming the order by the hotel, the contract regarding confirmed services between the hotel and the customer (guest) is concluded, but the provision of point 3.9 of these General Terms and Conditions is not affected (the hotel’s obligation to provide services occurs only after payment of deposit).
3. Prices and payment terms
3.1 The hotel provides the guest with prices based on currently valid price lists on the day of order confirmation/reservations.
3.2 The hotel reserves the right to change the price of services provided throughout calendar year.
3.3 The price stated in the booking confirmation is binding.
3.4 The customer does not receive the right to a price reduction if the special price of the accommodation was published after confirming the reservation.
3.5 Discounts and promotions cannot be combined or cumulated.
3.6 On the day of departure, the guest is obliged to pay for all used hotel services and accommodation, either in cash at the reception, by credit card or debit card.
3.7 The form of payment must be agreed in advance.
3.8 Guarantee of a reservation made by telephone, in person or by e-mail: The hotel has the right to request the customer to pay a deposit of 50% of the price of the ordered services due at the time of booking. The reservation becomes binding when the deposit is paid to the hotel account and confirmed by the supplier. In the case of a reservation 3 days before arrival and later, the debit card details – debit card number, cardholder’s name, and validity – are given to guarantee the reservation. In case of booking 3 days before the start of the stay, the reservation is guaranteed by withdrawing a 50% deposit from the debit card to the hotel account.
3.9 Online booking guarantee: If the reservation is guaranteed by a debit card, a 50% deposit will be withdrawn from the customer’s debit card on the day of the booking.
3.10 Deposit for groups and events
3.10.1 The hotel issues a deposit invoice from the estimated and agreed price for all accommodation, catering and additional services according to the order with a maturity of 7 days from the date of deposit issue in the amount of 50% of the ordered services as a booking confirmation. No later than 3 days before the start of the services, a deposit of 50% of the total ordered services must be paid to the hotel’s account.
3.10.2 All ordered services must be paid for no later than on the day of arrival at the hotel; if all ordered services are not paid, the hotel is not obliged to provide any services.
3.10.3 The order is confirmed by and binding for the hotel when the deposit is credited to the hotel account kept in Slovenská sporiteľňa, a.s., IBAN: SK02 0900 0000 0003 0179 8298, SWIFT: GIBASKBX. The date of the service is considered reserved from the time of receipt of the customer’s order until the due date of the deposit invoice. The deposit paid will be settled in the proper tax document (invoice) after the end of the stay. If the customer pays the deposit properly and on time, the hotel is entitled to cancel the reservation and not provide the ordered services.
3.11 The deposit can be paid in one of the following ways:
– in cash or by debit card at the hotel reception
– by transfer to the account in Slovenská sporiteľňa, a.s., IBAN: SK02 0900 0000 0003 0179 8298, SWIFT: GIBASKBX, where the customer uses the reservation number or invoice number as a variable symbol
– by payment card in the form of online reservation
4. Cancellation policy
4.1 Cancellation policy for individual reservations
The hotel is entitled to request cancellation fees if the guest cancels their reservation in writing, by phone or electronically within the following periods:
- from 14 to 8 days before the agreed date 50% of the total amount of reserved services,
- from 7 to the day of arrival 100% of the total amount of booked services,
- in case of early departure, the hotel will charge 100% of the confirmed remaining stay,
- for Christmas, New Year’s Eve and Easter stays, 100% cancellation applies to bookings cancelled 21 days or less before the confirmed check-in.
4.2 Cancellation policy for group reservations
All order cancellations must be in writing and must be demonstrably and clearly dated. When cancelling the order, the service provider charges the following contractual penalty in case of partial or full cancellation of the order services by the customer.
– 59 to 40 days before arrival, the cancellation fee is 30% of the confirmed services
– 39 to 20 days before arrival, the cancellation fee is 60% of the confirmed services
– 19 to 10 days before arrival, the cancellation fee is 80% of the confirmed services
– 9 to 1 days before arrival, the cancellation fee is 100% of the confirmed services
4.3 In case of early departure or non-use of ordered services, the customer pays the service provider the full price of all ordered services (even uncollected) except in cases where early departure or non-use of services were caused by non-provision of these services by the service provider.
4.4 The customer and the service provider have agreed on the dates when the required accommodation capacity is specified and when it can be unilaterally reduced by the service provider or the customer.
4.5 By booking accommodation and related services according to these General Terms and Conditions, the Client agrees and acknowledges that the Provider is entitled in case of cancellation or partial cancellation or non-arrival to unilaterally set off the customer’s claim to return the price paid by the Client and related services against the receivable of the supplier for the payment of a cancellation fee in the amount specified in these General Terms and Conditions, in the amount in which these receivables cover.
4.6 In the case of group bookings of catering services, the customer is obliged to order/specify the number of meals at least three days in advance. If the actual number of meals taken and agreed in writing by the customer is greater, the actual number of meals taken will be charged. If the total number of ordered meals is not taken, the total number of ordered meals will be charged. In case of cancellation of the catering services on the day for which the provision of catering services was ordered, the hotel charges the customer all ordered meals in accordance with the written order, which forms an integral part of the contract concluded between the hotel and the customer. The sum of all ordered meals calculated in this way in accordance with the customer’s order represents a contractual penalty to which the hotel’s right arises as a result of a breach of contractual obligations by the customer to take the agreed number of meals.
4.7 In case of cancellation of the procedure on the day less than 2 hours before the procedure, the customer is charged a cancellation fee in the amount of 100% of the price of the ordered procedure. The stated cancellation fee of 100% is charged to the guest even if the guest does not show up for the ordered procedure. In case of cancellation of the procedure on the day more than 2 hours before the procedure, the customer is charged a cancellation fee in the amount of 30% of the price of the ordered procedure. For group bookings (2 or more people) a cancellation fee of 100% will be charged if the procedure is cancelled on the day.
4.8 Procedure of the Contracting Parties in the case of Force Majeure
4.8.1 Force majeure is a special legal fact, consisting in an extraordinary, unpredictable, and unavoidable event. Force majeure will create an impediment to the performance of contractual obligations, independently of the will of either party. For the purposes of these General Terms and Conditions, an obstacle means a natural event, a war, a revolution, a terrorist activity, an epidemic of diseases, facts of a national nature (national strikes, legislative measures). In such a case the hotel does not have the obligation to provide the customer with the agreed services at all or only to the extent individually agreed to the extent and the customer does not have the obligation to use the ordered services within the reserved period.
4.8.2 It is the obligation of the contracting parties to notify this fact to the other contracting party without undue delay.
4.8.3 Force majeure is the reason for possible non-fulfilment of obligations arising from the contractual relationship.
4.8.4 In the event of an obstacle to the fulfilment of contractual obligations on the part of the hotel or the customer due to force majeure, the parties are obliged to agree on alternative performance of the subject of the contract (new scope of services, new date of provision or use of the service). this obligation is fulfilled by enabling, within its capacity, the customer to use the services provided by the hotel at the originally agreed value (price) within 12 months from the originally agreed date of commencement of the use of services by the customer; if the customer does not use the hotel services within the specified period of 12 months, it is valid that the customer cancelled his order in its entirety with a cancellation fee of 100% of the price of the ordered services. The customer is not entitled to compensation for any damage incurred because of force majeure or other circumstances excluding liability.
5. Services provided
5.1 The guest can be accommodated on the day of arrival at 3.00 pm, unless otherwise agreed in advance. Early check-in can be confirmed in advance at a rate of 50% of the current room rate. Early check-in can only be confirmed free of charge on the day of arrival.
5.2 The guest is obliged to release the accommodation capacity by 11.00 am on the day of departure. If the guest does not vacate the room by 11.00 am, the hotel is entitled to charge the guest for the next day’s stay, unless otherwise agreed. Later check-out is possible, if the hotel’s accommodation capacity allows it, as follows:
– until 4.00 pm for a fee of 50% of the current room price
– after 4.00 pm for a fee of 100% of the current room price
Guests are kindly requested to inform the reception in advance of their request for a later check-out. Otherwise, the hotel cannot guarantee the guest the opportunity to stay in the room after 11.00 am.
5.3 The hotel is liable for damage caused to items brought in or stored, while items brought in were handed over to one of the hotel’s employees for this purpose. The hotel is not responsible for jewellery, money or other valuables stored outside the hotel safe. In any case, the hotel recommends using the built-in safe in the hotel room, but preferably at the hotel reception.
5.4 Guests are not allowed to consume their own food and drinks on the hotel premises. Unless otherwise agreed in writing in advance, consuming one’s own food and beverages is considered a material breach of contract and the General Terms and Conditions, allowing the hotel to immediately terminate the contract with the guest (withdraw from the contract) without refund.
5.5 Guests are not allowed to use their own electrical appliances in the hotel, except for the shaver, hair dryer, personal hygiene equipment and the like.
5.6 The hotel may extend the guest’s stay only if the hotel has free capacity.
5.7 The contractual relationship between the guest and the hotel ends on the day of his departure by paying the final bill. The guest is obliged to settle the account on the spot in cash or by credit card.
5.8 In the event that the guest terminates their stay earlier than agreed in the booking, the hotel has the right to charge the guest for the entire agreed stay.
5.9 The guest is responsible for all damages caused by them during the stay. If the damage was caused by a child, the child’s legal guardian is responsible.
5.10 The hotel is entitled to terminate the guest’s stay and withdraw from the contract with immediate effect and without the guest’s right to a refund of any money, even if:
▪ the guest intentionally or negligently damages the property of the hotel, behaves in violation of the principles of decent social behaviour and morality,
▪ the guest harasses other guests with their behaviour,
▪ the health condition of the guest endangers the health of other guests and staff,
▪ due to force majeure.
5.11 In case of complaints, the guest is obliged to report this fact immediately and without delay. Complaints are governed by the hotel’s valid Complaints Procedure.
5.12 The hotel is entitled to check the guest’s room during his stay and ensure the cleaning of the room according to hygiene regulations.
5.13 If the hotel discovers damage to the hotel’s inventory, failure to report consumption or theft of hotel property after the guest’s departure, the hotel is entitled to charge these claims of the hotel arising from the above facts after notification to the guest’s credit card or by issuing and sending an account to the guest.
5.14 The guest is obliged to follow the valid accommodation rules of the hotel.
6. Liability for damage
6.1 In the event of a breach of an obligation, the contracting party is obliged to compensate the damage caused to the other party, unless it proves that the breach of duty was caused by circumstances excluding liability.
6.2 The customer is fully liable for damage caused by devaluation, damage or destruction of the hotel equipment and property by persons participating in the event ordered by the customer at the hotel.
7. Other sanctions and fines
7.1 In case of triggering a false alarm due to non-compliance with fire safety measures such as smoking in the hotel, starting a smoke screen for events, use of open fire in the hotel, the hotel may charge a fee of up to 2,000 Euros.
8.1 The Provider in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and Act no. 18/2018 Coll. on the protection of personal data does everything necessary to ensure compliance with these legislation and the customer declares that he has been acquainted with the rights and obligations relating to the collection and processing of personal data under this Act. At the same time, the customer grants the provider consent to the processing of personal data specified in the order for the purpose of securing and providing the ordered services and for fulfilling obligations imposed by the above law, for the time necessary to secure rights and obligations arising from legal relations between the customer and the provider. Withdrawal of this consent may be made in writing with or without giving a reason. The customer, as the person concerned, declares that he is aware of his rights. The rights of the customer in relation to the protection of personal data are specified in the document Personal data protection accessible on the website www.hotelytale.sk.
9. Dispute settlement and final provisions
9.1 In matters not regulated by these general terms and conditions or individual contracts or agreements between the supplier and the customer, the contractual relationship is governed by the relevant provisions of the Commercial Code, unless otherwise provided by applicable law. In the event of a conflict between the arrangements set out in the specific contract or agreement and these general terms and conditions, what is stated in the contract or agreement shall prevail.
9.2 Any disputes that arise from the contractual relationship, the parties undertake to resolve preferentially amicably. In the event that an out-of-court settlement of the matter is not possible, both the supplier and the customer acknowledge that any disputes that may arise between them will be governed by the law of the Slovak Republic under Slovak law in the relevant courts of the Slovak Republic.
9.3 Should individual provisions of these general terms and conditions become ineffective or invalid, this does not affect the validity and effectiveness of the other provisions.
Tále 01. 05. 2021