GENERAL TERMS AND CONDITIONS
Sale of stays and related services
1. Introductory provisions
1.1 These general business conditions (hereinafter referred to as "GT&C") issued by Maladinovo Ltd., with its registered office at Palúčanská 680/97, 031 01 Liptovský Mikuláš, ID number: 52 758 290, entered in the Commercial Register of the District Court of Žilina, section: Ltd, Insertion No.: 73611/L (hereinafter referred to as the "Maladinovo company" or the "Provider"), apply to the reservation of accommodation and related services (hereinafter referred to as the "Services")
1.2 The customer has the possibility to book services using:
- an online internet booking system available on the Maladinovo website
- an offline form, booking by telephone or email.
1.3 By booking the services, the customer declares that he/she has read and understood these GT&C. Maladinovo is entitled to unilaterally change these GT&C, and such change is effective for customers from the date of publication of the amended version of the GT&C, while the decisive for the customer's booking, is the wording of GT&C valid and effective on the date of booking by the customer.
2.1 Sale of stays online
2.1.1 When booking online, the customer has the possibility to search for current free accommodation capacity and types of apartments in the resort Maladinovo according to the requirements entered by the customer into the online booking system located on the Provider's website based on the following parameters:
- date of arrival, date of departure
- apartment type
- number of rooms
- number of persons and age, etc.,
The price is stated directly when booking online on the relevant website after entering the above requirements in the booking form.
2.1.2 When booking online, after selecting the basic requirements of the customer, the customer fills in all the data required in the form.
2.1.3 When booking online, the customer pays the price for the services booked using online payment (payment by card, payment via internet banking (Webpay). The customer is informed about the possibilities and conditions of online payment directly on the website through which he/she makes an online reservation.
2.1.4 After filling in all the required data in the form and after making an online payment (Webpay), the customer will be immediately sent a document "booking confirmation" with the reservation number to the email address entered by the customer. The "booking confirmation" contains, in addition to the reservation number, basic information about the stay and participants, booked and paid services, information about the accommodation facility and its services. In the form of a link to the relevant web pages and aso a link to the GT&C and cancellation conditions and other additional information (check-in, check-out, the possibility of accommodation with a pet, the possibility of additional services, etc.). At the same time, the client will receive an invoice for the received payment within 48 hours, which is the confirmation of paying the advance payment.
2.1.5 The reservation number serves as a contact information for the implementation of any other actions related to the reservation by the customer. The customer is obliged to keep the reservation number securely and to have it available, if necessary, before the stay, as well as upon arrival.
2.2 Offline booking
2.2.1 Offline email booking
22.214.171.124 When making an offline email reservation, the customer has the opportunity to contact the Provider by email using the email addresses published on the Provider's website.
126.96.36.199 It is advisable if the customer states in the email the basic requirements for services (number of persons and age of children, number of rooms, type of room, date - date of arrival and date of departure, name and surname of the customer, and any other customer requirements). Upon the receipt of the customer's email request, the Provider either contacts the customer with a request to specify and complete the sent criteria or in case of a complex request, the Provider sends a "price offer" for the services to the customer's email address. Unless a different email address is provided by the customer, the price offer is always sent exclusively to the email address from which the email request was delivered to the Provider. The reservation made in this way by the customer is the so-called non-binding reservation (see point 2.3 of these GT&C).
188.8.131.52 The validity of the price offer and the obligation to maintain the price by the Provider is 24 hours from the moment it is sent to the client. The price offer is a non-binding offer, i.e., does not represent a guarantee for the customer and the right to the services selected by him, i.e., for specific capacities and types of capacities. The customer has these conditions for the given type of price offer stated directly in its wording.
184.108.40.206 In the event that the customer chooses a specific accommodation offer in the price offer, he/she will contact the Provider by email as soon as possible with a confirmation of interest with specific information about the stay and the exact definition of the selected offer.
220.127.116.11 If by the time of the interest confirmation receipt by the customer to the Provider, the possibility of booking the selected services by the customer (due to unavailable capacity, etc.) or price change, the Provider sends a new price offer to the customer. In the event that the customer is not interested in the change, the communication between the customer and the Provider, as well as demand and supply ceases, while the customer is not entitled to any financial or non-financial compensation or damages.
18.104.22.168 If the services selected by the customer and their price until the receipt of the customer's confirmation of interest to the Provider are current and valid, or if these have changed, but the customer is also interested in changed services and / or price, the Provider will send the customer on the basis of such confirmation from the customer by email the following documents:
"Price offer", which already contains only a specific customer-selected and precisely defined offer for specific accommodation and services and an "advance invoice". Both documents contain information about the customer's selected services, name and surname of the customer, reservation number, date of arrival and departure, hotel, room type, number of guests and their age, price of stay, information on what is included within the price, and payment terms.
If the customer requests an exact price offer for a specific apartment during the initial sending of the email and requests a reservation for the stay with precisely defined parameters, the provider sends a preliminary price offer, and confirms for the customer at the same time also a preliminary reservation for this specific request. Also a pro forma invoice is sent to taxpayers. The Provider, together with these documents, also sends the customer these GT&C and the valid accommodation regulations.
22.214.171.124 The validity and obligation to maintain the price as well as the offered capacity for the price offer with a preliminary reservation by the Provider is 24 hours from the moment of its sending to the customer. The customer has these conditions for the given type of price offer stated directly in its wording.
126.96.36.199 The document "pro forma invoice" is also the basis for the implementation of payment to customers for selected services, which contains information on the due date, variable payment symbol and payment method. If the correct variable symbol number (reservation number) is not specified, it is not possible for the Provider to assign the customer's payment, and therefore the payment made in this way is considered as not carried out. The due date of the services selected by the customer is usually 1 working day from the day of receipt of the document "pro forma invoice" by the customer. The Provider reserves the right to individually determine a different due date than stated in the previous sentence in case of non-payment of the price properly and on time (in the correct amount with the correct variable symbol and within the due date), the pre-reservation is cancelled by the Provider and the customer's right to pre-reservation expires. The customer is sent an email notification of the cancellation
of the preliminary reservation, while the customer is not entitled to any financial or non-financial compensation or damages.
188.8.131.52 After the payment for the services selected by the customer, the customer is sent an email document "booking confirmation" and "invoice for the received deposit" with the reservation number. The document "confirmation of reservation" contains, in addition to the reservation number, basic information about the stay and participants, reserved and paid services, information about the hotel, information (in the form of a link to the relevant web pages) about the GT&C and cancellation conditions, and other additional information (check -in, check-out, the possibility of accommodation with a pet, the possibility of additional services, etc.). The reservation number serves as a confirmation of the reservation, as a contact information for the implementation of any other actions related to the reservation by the customer, including the application of the reservation upon arrival at the accommodation facility. The customer is obliged to keep the reservation number securely and to have it available if necessary.
184.108.40.206 The "confirmation of reservation" is sent immediately after the funds for the accommodation and related services reserved by the customer are being credited to the bank account of the Provider.
2.2.2 Offline telephone booking
220.127.116.11 When making an offline telephone reservation, the customer has the opportunity to contact the Provider by telephone at the telephone numbers stated on the Provider's website.
18.104.22.168 The provisions of clauses 22.214.171.124 to 126.96.36.199 of these GT&C shall apply similarly to the procedure for telephone offline reservations.
188.8.131.52 If the customer does not have an email address, the Provider agrees with the customer on the method of communication and delivery of documents individually.
2.3 Common provisions for reservations
2.3.1 By making a reservation, the customer declares and is responsible for being a person of legal age (age 18 and over) and capable of legal acts, i.e. able to acquire rights and assume responsibilities on their own behalf.
2.3.2 The contractual relationship between the Provider and the customer arises at the moment when the customer receives the "booking confirmation" from the Provider.
2.3.3 Until the delivery of the "booking confirmation" to the customer, the customer's reservation is not binding for either party (neither the customer nor the Provider) and the customer does not have the right to reserve the requested capacity or the price of services listed in the price offer, i.e., it is the so-called non-binding or only a preliminary reservation. The reservation becomes binding only at the moment of crediting the funds to the bank account of the Provider according to point 2.3.5 of these GT&C and delivery of the "booking confirmation".
2.3.4 In the event that the customer does not receive an email message containing the "booking confirmation" within 5 working days of payment for the services reserved by him/her, it is recommended for the customer to contact the Provider's reception by phone or email.
2.3.5 The day of payment of reserved services is considered to be the day of crediting funds in the correct (invoiced) amount to the bank account of the company Maladinovo.
2.3.6 In the case of a reservation made by the customer offline in the period of 7 or less days before the day of arrival, the Provider reserves the right to shorten the due date of selected services, which the Provider informs the customer in the "pro forma invoice".
2.3.7 When making a reservation, the customer is obliged to state the exact number of people who are to be participants in the stay booked by him, in the case of children under the age of 18 also their age. The decisive moment for determining the age of children under 18 is the day of arrival. If the customer who makes the reservation is not a participant in the stay, he is obliged to state the name and surname of the adult, email address and telephone number in whose favour the reservation will be made.
2.3.8 After confirming the reservation, the Provider guarantees the customer the type of room specified in the "booking confirmation". In case of operational or capacity
needs, the Provider or hotel reserves the right to provide the customer or participants with services in the room of the same or comparable standard as the type of room specified in the "booking confirmation" without the customer's obligation to pay additional payment.
2.3.9 In the case of a customer's request to assign a specific hotel room (for example, a specific room number, view, floor, orientation to the world side, etc.) within one and the same room type as stated in the "booking confirmation", the Provider will comply if the capacity and operating possibilities of the hotel allow it and exclusively after paying a fee for booking a specific room in the amount of 50% of the price of accommodation services for each night (overnight stay). In case of non-payment of the fee or failure to enter this requirement when booking, it is not possible on the part of the Provider to guarantee the provision of services in a specific room. In such a case, the customer or the participant of the stay is not entitled to any financial or non-financial compensation or damages, nor the right to file a complaint for this reason. The provider has the right not to demand this fee if the capacity in the resort allows it.
2.3.10 The Provider's procedure and activities are based on ethical principles and respect the customer's privacy. The Provider's reservation systems currently use state-of-the-art systems for encrypting sensitive data, which guarantee full security of the data provided when making the reservation.
3. Payment terms - general provisions
3.1 The customer is obliged to pay the price for the reserved services in full (100%) when making the reservation. If you are interested in extending your stay, you must report the request at the reception and subsequent approval by the reception is necessary. This payment is due as soon as this extension has been approved. In case of non-compliance with the accommodation within the time specified in the "booking confirmation", or in the accommodation regulations, the Provider is entitled to demand payment for the next night according to the valid price list in 100%.
3.2 The form of payment depends on the chosen method of booking services by the customer (online or offline booking). The Provider reserves the right to extend or limit individual methods of payment when booking in relation to individual methods of booking services (online or offline booking) or individual dates or offers. The customer is informed about the possibilities of the form of payment directly on the Provider's website, through which he/she makes an online reservation after filling in all required data and before paying for the services reserved and confirming the order with payment obligation, or is informed directly by the Provider's staff by email or by phone when booking offline. For offline reservations, payment is possible by non-cash bank transfer or payment through the payment gateway, unless otherwise specified by the Provider.
3.3 Bank fees associated with the payment of the price for the services reserved by the customer are borne in full by the customer.
3.4 The price for accommodation and related services also includes value added tax in accordance with applicable legislation. The price also includes local tax, which the customer is obliged to pay directly in the relevant accommodation facility according to the local tax rates valid in accordance with the relevant legislation at the time of the customer's stay in the relevant accommodation facility.
3.5 The bill for services (tax document) is issued to the customer on the day of departure directly at the hotel reception. In the event that the customer wishes to issue a tax document in the form of an invoice issued in favour of a legal entity or natural person - entrepreneur and makes the reservation online, he/she is obliged to ask the Provider before the actual payment for the stay, i.e., before paying for the reservation with a payment card (when choosing to pay by card), or before entering a bank payment order for payment (when choosing to pay by bank transfer). The customer will state their request when making an online reservation in the item "comments" in the online booking system, where they will provide accurate and correct invoicing data of the legal entity (business name, registered office, ID number, tax ID, VAT ID number, entry in the commercial register, bank details) or natural person. - entrepreneur (business name, place of business, ID number, tax ID, VAT ID number, entry in a trade license or other register, bank account) to the Provider. It is no longer possible to change billing information after the customer has made a payment with a payment card or entered a bank payment order for payment when making an online reservation! In the case of an offline reservation, it is necessary to state this requirement and accurate and correct billing data directly when making the reservation in the email addressed to the Provider or by telephone. It is no longer possible to change the billing information in the case of an offline reservation after making the payment for the stay.
3.6 The client is responsible for damages caused by him/her in full and is obliged to pay the entire amount of the damaged item without delay on the basis of a valid price list or on the basis of an estimate of the anticipated compensation for the damage. In case of any damage to the inventory / accommodation, the client is obliged to report this situation to the reception before checking out of the accommodation.
In the event that the guest refuses to pay for provable damage caused by the guest, the Provider is entitled to proceed in accordance with applicable law and resolve it in a legal manner.
3.7 Other fees
3.7.1 Additional service - a service that is not provided as standard according to the valid legislation and is not included in the valid price list, such as washing and storing kitchen utensils, moving the furniture to the original place is charged with a fee according to the current price list of additional services.
3.7.2 In the area of the resort, it is possible to stay with a pet in agreement with the Provider. The Provider has the right to allow a stay with the animal under conditions agreed in advance, after payment of a deposit, see point 3.6. and for a fee according to the current price list.
3.7.3 In the event of a breach of the provisions set out in the GT&C or in the Accommodation Regulations, the Provider is entitled to demand from the client the payment of a contractual penalty in the amount of € 50 for each individual breach of obligations.
3.7.4 Smoking of tobacco and tobacco products is prohibited in all premises of the Provider, except for places reserved for this and marked with a pictogram. It is forbidden to smoke, especially in houses, interiors and balconies that are part of the apartment houses. The violation will be resolved by a contractual penalty of € 50.
3.7.5 Reasoned departure of the security service will be charged in accordance with the valid price list of the security service.
4. Change of reservation, non-arrival, early departure from the stay, cancellation of the reservation, cancellation conditions, cancellation of the stay by the Provider
4.1 Change of reservation
4.1.1 Any changes to the reservation (change of date, change of number of persons or age categories of persons, change of the reserved services scope - restriction or extension, etc.) are possible after confirmation of reservation only if Maladinovo's operational and / or capacity possibilities allow for this. The customer has no legal right to change the reservation after confirming the reservation.
4.1.2 Any changes made to the reservation after confirmation of the reservation can be made only after entering the reservation number sent to the customer within the "booking confirmation". The customer can request a change of the booked accommodation and related services by phone or email, using the information provided in the "booking confirmation". When requesting a change to a confirmed reservation, the customer is always obliged to state the reservation number.
4.1.3 If the customer requests such a change of the confirmed reservation, which cannot be satisfied by the Provider due to capacity or other operational reasons, the Provider is not obliged to comply with the customer's request to change the confirmed reservation and the Provider has the right to reject the customer's request, whereas the customer does not have the right to compensation for damage or any other financial or non-financial settlement by the Provider.
4.1.4 The Provider reserves the right to individually assess the customer's request to change the date of reserved services, exclusively under the conditions set by the Provider, which the Provider informs the customer after the customer's request to change the date of reserved services and before confirming the change of reserved services based on customer request. In the event of a change in the date of the confirmed reservation (reserved services), the conditions set by the Provider (especially cancellation conditions) take precedence over the provisions of these terms and conditions, which the Provider informs the customer about, before confirming the change in the date of reserved services. The change of the date of the confirmed reservation is possible only in the period until the day of the Provider's right to a cancellation fee in accordance with these terms and conditions, provided that the capacity and operational capabilities of the Provider and the hotel allow it.
4.1.5 In this case, the previously issued "booking confirmation" is cancelled and the price paid by the customer for the previously booked services is considered as a payment (partial payment) of the changed reserved services. In the event that the customer's obligation to pay the price arises in connection with the customer's request to change the date of reserved services, the customer is obliged to pay the difference in the price of services to the Provider by non-cash bank transfer to the Provider's bank account and in the manner specified in the document sent to the customer by email to the email address entered when making the original reservation. Only after the payment of the surcharge to the customer is the customer sent a new "booking confirmation", and only at this moment has the customer the right to provided services reserved by him/her within the changed period. In the event that in connection with a change in the date of the customer's stay, the price of the new stay is lower than the price of the original stay, the difference between the original price and the current price is considered a transferred stay as a deposit that the clients can draw on other services during their stay.
4.1.6 It is not possible to change the date of the reserved services after the date specified in point 4.1.4 of the business conditions, resp. it is possible only on the basis of an individual assessment based on the capacity of the resort.
4.1.7 The Provider reserves the right to individually assess the customer's request for a change in the number of reserved beds, rooms or number of persons (participants), or change of persons (change of participant), only under conditions set by the Provider, which the Provider informs the customer about after the customer's request for a change. The method of applying these changes is governed by the procedures described in points 4.1.1. to 4.1.7.
4.1.8 The Provider reserves the right to individually assess and determine the eligibility of the customer's request to change the confirmed reservation for serious reasons on the part of the customer or the person to be a participant (e.g. accident, serious illness, death, etc.), and for the purposes of assessing such a request from the customer, the customer is obliged to prove to the Provider the existence and duration of serious reasons (e.g. confirmation of hospitalization, medical report, death certificate, etc.). In these cases, the customer has no legal right to provide a change or any financial or non-financial compensation.
4.2 Non-arrival, unused booked services in full
4.2.1 In case of non-use of the booked services for any reason on the part of the customer or the person who is to be a participant in the stay, or without giving reasons (non-arrival), the customer is not entitled to any financial or non-financial compensation, substitute settlement or compensation for damages.
4.2.2 In case of non-use of the booked services for any reason on the part of the customer or the person to be a participant in the stay, or without giving reasons in full (early departure, later start date), the customer is not entitled to any financial or non-financial compensation, substitute settlement or compensation for damages.
4.2.3 The Provider reserves the right to individually assess and determine the legitimacy of the customer's request for possible compensation for non-arrival or non-use of booked services in full for serious reasons on the part of the customer or the person to be a participant (e.g. accident, serious illness, death and the like), and for the purposes of assessing such a customer's request, the customer is obliged to prove to the Provider the existence and duration of serious reasons (e.g., a confirmation of hospitalization, medical report, death certificate, etc.). The customer has no legal right to compensation in these cases.
4.3 Booking cancellation, cancellation policy
4.3.1 At the time of concluding a remote contract for the provision of services, the customer is not entitled to withdraw from the contract for the provision of services in accordance with § 7 para. 6 letter k) of Act no. 102/2014 Coll., on consumer protection in the sale or provision of services on the basis of a remote contract or a contract concluded outside the premises of the seller and on the amendment of certain laws, as amended.
4.3.2 The Provider allows the customer to cancel the confirmed reservation (from the moment of contractual relationship according to point 2.3.2 of these GT&C) for any reason or without giving a reason, in writing to the address of the Provider's registered office specified in point 1.1 of these GT&C, or electronically by email reservation sent to the email address specified in the "booking confirmation" with the reservation number.
4.3.3 In the event of cancellation of the reservation according to point 4.3.2 of these GT&C, the Provider has the right to pay the cancellation fee as soon as the customer cancels the reservation as follows:
Cancellation fees valid for reservations:
The customer can cancel the reservation free of charge up to 12 days before arrival.
The customer will pay 70% of the total price in case of cancellation within 12 days before arrival.
If the customer does not show up for the stay, he/she will be charged 100% of the total price of the reservation.
OUT OF SEASON:
The guest can cancel the reservation free of charge up to 3 days before arrival.
The guest will pay 70% of the total price in case of cancellation within 3 days before arrival
If the guest does not arrive, 100% of the total price of the reservation will be charged.
The guest will pay 100% of the total price of the reservation in case of cancellation at any time after the reservation has been made.
4.3.4 The Provider determines the dates of the so-called Season, so-called Out of season and so-called Top season for the purposes of cancellation fees according to point 4.3.4 of these GT&C in advance so that the customer has the opportunity to get acquainted with the conditions in case of cancellation and are as follows:
- The last Friday in June to the first Sunday in September
- Public holidays and vacations in Slovakia, the Czech Republic and Poland
- 2nd January to the last Sunday of the Slovak spring holidays in March
- 26th December to 2nd January
- Easter / Maundy Thursday to Easter Monday
Out of season:
- The last Sunday of the Slovak spring holidays in March to the last Friday in June
- The first Sunday in September until 26th December
4.3.5 The provisions of this point 4.3.3 shall apply accordingly also in the event of partial cancellation of the reservation (shortening of stay, reduction of the number of persons, etc.). In certain cases, the Provider may decide to change the statement of cancellation conditions and seasons in points 4.3.3 and 4.3.4, in which case the client is notified during the booking process about the exact wording of the cancellation conditions for his/her chosen reservation. Likewise, the Provider has the right to create various commercial offers and special offers that will have specific cancellation conditions. The client is informed about these during the reservation process, whether offline or online, and by confirming such a reservation, he/she agrees with the stated cancellation conditions.
4.3.6 The decisive day for the application of the cancellation fee and the determination of its amount is the day of arrival for the stay (arrival day) stated in the "booking confirmation".
4.3.7 In case of cancellation or partial cancellation of the reservation or non-arrival of any of the customers or participants in the reservation, the Provider will send the customer by e-mail notification of the Provider's right to cancellation fee and its amount under these GTC within 14 days from the date of cancellation or in case of non/arrival from the date specified as the day of arrival. By booking accommodation and related services according to these GT&C, the customer agrees and acknowledges that in case of cancellation the Provider, in case of booking cancellation, is entitled to count the customer's receivable for a refund of the price of booked accommodation and related services against the Provider's claim for payment of cancellation fee stated within these GT&C, in the amount in which these receivables cover, the amount exceeding the mutual receivables of the customer and the Provider in favour of the customer shall be paid by the Provider to the customer in the same way as the payment for reserved accommodation and related services to the customer was made, according to which the customer chose, when booking the stay, within 14 days from the day following the day of cancellation or partial cancellation of the reservation or non-arrival. Bank fees associated with the refund are borne in full by the customer.
4.4 Change or cancellation of the reservation by the Provider, force majeure
4.4.1 The Provider is not obliged to provide the customer or participants of the stay with the reserved services at all or to the agreed extent in the event of circumstances excluding liability. Circumstances excluding liability are obstacles which have arisen independently of the will of the Provider which prevent him from fulfilling his obligations and it cannot reasonably be assumed that the Provider would avert or overcome this obstacle or its consequences, or that he could anticipate this obstacle at the time of the contractual relationship, i.e. obstacles called force majeure (natural disasters, strikes, wars, catastrophes, supply disruptions, etc.) which are not under the control of the Provider and which prevent or interfere with the performance of the Provider's obligations. In the event of a circumstance called force
majeure, the Provider is obliged to immediately inform the customer of this fact, also stating the expected duration. In such a case, the Provider agrees with the customer on how to resolve the situation individually, the most common way is to move the date of stay to another period in which the functional operation of the Provider is already assumed, or if it is not possible to agree otherwise, the Provider returns the full amount for the stay and related customer services. However, the customer is not entitled to compensation for any damage incurred as a result of circumstances excluding liability. In relation to reservations already made and the COVID-19 pandemic, this provision does not apply and only the provision of clause 4.1.9 of these GT&C applies.
4.5.Shortening or prohibiting stay by the Provider.
4.5.1 The Provider reserves the right to shorten the stay of clients and the right to withdraw from the contract for the provision of accommodation services before the agreed time under the provisions of the Civil Code in repeated violations of the provisions of the accommodation regulations and general business conditions (especially smoking, noise, drugs, other addictive substances etc.), while the client is not entitled to any financial or non-financial compensation, substitute settlement or compensation for damages. The Provider has the right to refuse to accommodate the client if he/she has demonstrably committed an offence in the past, resp. crime in the resort.
5. Special offer stays
5.1 The Provider is entitled to offer special offer stays (Last Minute, First Minute, other special offers, etc.). The number of rooms reserved for special offer stays is limited. The conditions of utilisation and cancellation conditions of such stays are always defined individually for the offers established in this way and are communicated to the client explicitly when offering a stay, either on the Provider's website or in offers sent by email. By confirming this offer, the customer agrees and accepts the conditions specified for the special offer stays established in this way.
5.2 The Provider is entitled to provide customers with tailored or non-tailored so-called promo codes authorizing customers to use Provider’s special offers. If the customer is interested in using the so-called promo code, when booking online, enter the so-called promo code, which entitles him/her to use the Provider’s special offer, where the customer will be informed about the period of validity and conditions of using the so-called promo code. If the specific conditions of the so-called promo code do not stipulate otherwise, it is possible to use the so-called promo code only in the case of online booking after online payment. The Provider reserves the right to change or cancel the so-called promo code or the conditions of its use or period of validity also during its period of validity. In the case of a change in the reservation of the stay using the so-called promo code, it is not possible to use the so-called promo code if the change in the reservation concerns a change in the date of stay outside the period of validity of the so-called promo code. There is no legal claim to provide or use the so-called promo code.
5.3 It is not possible to combine or accumulate discounts or any other special offers of the Provider.
6. Reservation process complaints
6.1 The Complaints Procedure contained in Article 6 of these GT&C applies exclusively to the assertion of claims for service defects provided by the Provider from the moment of starting the online or offline reservation of services to the customer until the moment of the customer's arrival at the hotel.
6.2 The customer has the right to provide services in the agreed or common scope, quality, quantity and time.
6.3 The customer is obliged to assert claims for service defects (complaint) without undue delay after finding out the reasons for the complaint, but no later than the following calendar day, otherwise the right to complain expires. The customer has the opportunity to file claims for service defects (complaints) electronically via email sent to the email address or in writing to the address of the registered office of Maladinovo within the period specified in these GT&C. In the case of a written complaint, the deadline is considered to be observed if the written complaint is delivered to Maladinovo first working day after the customer's right to file a complaint arises. In the event of the right of the customer or participant to assert claims arising from service defects during the stay in the Maladinovo resort, the customer or participant is obliged to assert this right no later than until the end of the stay (departure date) directly at the resort reception, otherwise the right to complain expires.
6.4 The customer is obliged to state the reservation number when making a complaint. Maladinovo is entitled to request a booking confirmation from the customer. After reviewing the complaint, Maladinovo will decide on the method of handling the complaint immediately, in more complex cases within 3 working days. The time limit for handling the complaint shall not exceed 30 days from the date of its application. For the purposes of handling the complaint, the customer is obliged to provide contact details, through which he will be notified of the method of handling the complaint in the event that it is not possible to handle the complaint immediately after its application. The customer is obliged to provide Maladinovo with the necessary cooperation required by Maladinovo for the proper handling of the complaint.
6.5 In the event that Maladinovo acknowledges the validity of the customer's complaint, it will provide the customer with a substitute settlement. In the event that the customer does not agree with the provision of substitute settlement, or if Maladinovo's operating and / or capacity options do not allow
the justified complaint to be settled in accordance with the previous sentence, the customer will be refunded the price paid for the booked services, resp. provided discount from the price paid by the customer for the reserved services in the amount determined by the company Maladinovo.
6.6 Maladinovo reserves the right to individually assess each case of a complaint regarding services and to assess the validity of the complaint and customer requirements.
6.7 Maladinovo is not responsible for non-provision of services and / or non-use of services by customers, or inability to use customer-reserved and paid services in full due to force majeure. Force majeure is considered to be a situation as a result of which it is not possible to fulfil the obligations arising from the legal relationship (e.g. natural disasters, permanent energy shortages, armed conflicts, state of war or emergency, war).
8. General information
8.1 The information provided to the customer in the "booking confirmation" is binding for the customer and the participants of the stay. The customer is obliged to properly check all the data in the "booking confirmation" after receiving it and in case of any ambiguities, questions or discrepancies to contact the Provider immediately in order to resolve the situation. Later detected discrepancies that the customer had or could have found about receiving the "booking confirmation" document cannot be taken into account and are not a reason to file a complaint by the customer or the participants of the stay.
8.2 In case of special requirements (cot, late check-in or check-out, early check-in or check-out, the possibility of accommodation with a pet, etc.), reservation of additional services (massages, wellness procedures, etc.), the customer is obliged contact Maladinovo reception directly. Information on additional services is available on the company's website, or is provided to the customer or participants directly through the reception or is provided in the accompanying documents when sending the "booking confirmation" to the customer. In the interest of the customer’s or participants’ satisfaction, the customer is always advised to find out about all special issues before arrival at the accommodation.
8.3 The Provider reserves the right to provide for children under 3 years of age a discount on the price of accommodation services, for children from 0 to the day preceding the day of reaching 3 years of age 100% discount on the price of accommodation services without the right to a bed or an extra bed. The Provider reserves the right to change the age category, as well as the amount of the discount provided due to age.
8.4 Neither the customer nor the participants of the stay have the right to compensation or any other financial or non-financial compensation due to the fact that for operational reasons on the part of the Provider or accommodation facility it was not possible to provide the customer or the participant with full services (e.g. restriction of the wellness centre, exclusion in the operation of spas or saunas, ...)
9. Final provisions
9.1 These GT&C, as well as all legal relations arising on the basis of them and when making a reservation under these GT&C, are governed by the law of the Slovak Republic. All legal relations not regulated by these GT&C are governed by generally binding legal regulations valid on the territory of the Slovak Republic.
9.2 Any dispute arising from these GT&C or the legal relations arising on their basis, including a dispute over the interpretation of these GT&C, in the event that the parties to the legal relationship do not reach a settlement of the dispute, will fall within the jurisdiction of the Slovak courts.
9.3 If any of the provisions of these GT&C is or becomes invalid, ineffective or unenforceable, such invalidity, ineffectiveness or unenforceability shall not affect the validity and effectiveness of the other provisions of these GT&C.
9.4 These GT&C come into force and effect on 29.12.2020.
In Liptovský Mikuláš, 29.12.2020
Central Inspectorate of the Slovak Trade Inspection, P. O. BOX 29, Bajkalská 21/A, 827 99 Bratislava,
SOI Inspectorate for the Žilina Region, P. O. BOX B-89, Predmestská 71, 011 79 Žilina 1
Maladinovo s.r.o., Pri zátoke 66/6, 031 05 Liptovský Mikuláš
ID No.: 52 758 290
Tax ID: 2121134235
VAT ID: SK2121134235
Bank account: ČSOB
IBAN: SK87 7500 0000 0040 2772 2108 SWIFT: CEKOSKBX
Register: District Court Žilina, Section: Ltd., insertion no.: 73611/L