Terms and Conditions of the VLRZ, p.o. Spa Facilities
(VLL Karlovy Vary – Sadový Pramen)
for the provision of accommodation, catering and other services
Vojenská lázeňská a rekreační zařízení, příspěvková organizace
Magnitogorská 1494/12, 101 00 Praha 10 – Vršovice, Company ID No.: 00000582
The organisation is registered with the Trade Licensing Department of the Prague 10 Municipal District Authority.
1 Subject Matter of the Terms and Conditions
1. These Terms and Conditions (hereinafter the “Terms”) govern accommodation, catering and other services from the offer of the hotel and spa facilities of VLRZ, p.o. (hereinafter the “Facility”) that have been duly ordered and paid for in advance, to the extent specified in the Client’s order (see Article 2(1)(b)).
2. The Facility is obliged to provide the services to the agreed extent and quality and to inform the Client without undue delay of any change in the services provided. Changes and deviations in individual services from the agreed scope, including their early termination, are permissible in particular for reasons of force majeure, i.e. circumstances which the Facility could not prevent even after making every reasonable effort. Such circumstances also include a decision by the founder to change the use of accommodation capacity within the Facility’s principal or other activities and the occurrence of a state of crisis pursuant to Act No. 240/2000 Coll., the Crisis Act, as amended.
2 Parties to the Contractual Relationship
1. The parties to the contractual relationship are:
a) Vojenská lázeňská a rekreační zařízení, příspěvková organizace (hereinafter the “Facility”);
b) natural persons or legal entities (hereinafter the “Client”).
3 Establishment of the Contractual Relationship
1. The contractual relationship between the parties is established after the Client orders the services, at the moment the Facility confirms them.
2. Where a reservation requires an advance payment, the reservation becomes binding for VLRZ, p.o. only after the payment has been credited to the Facility’s account.
4 Prices of Services
1. Prices of services are contractual and are stated in the current price list, which the Client can find on the website of the relevant Facility or in the Facility’s reservation and ordering system after entering the specific date of stay and the Client’s configuration, or in the concluded contractual relationship.
2. On the basis of the order and at the Facility’s request, the Client is obliged to pay, prior to the commencement of the stay, an advance payment amounting to 50–100% of the total price of the services ordered.
5 Changes to Ordered Services
1. The Client is entitled to cancel services ordered in writing provided that the Client pays the Facility compensation (hereinafter the “cancellation fee”), the amount of which is determined according to the period in which the ordered services are cancelled and the type of services ordered.
2. In the case of a “flexible” booking, i.e. a booking at a “refundable rate”, the following cancellation fees apply:
a) change or cancellation of accommodation and ordered services up to the 30th day before the Client’s arrival: no cancellation fee;
b) 29 to 15 days before the Client’s arrival: 30% of the total price of accommodation (including breakfast);
c) 14 to 8 days before the Client’s arrival: 50% of the total price of accommodation (including breakfast);
d) 7 to 1 day before the Client’s arrival: 60% of the total price of accommodation (including breakfast);
e) on the day designated as the Client’s arrival date: 100% of the total price of accommodation (including breakfast) and the price of the catering ordered for the first day of the stay (lunch and dinner).
3. In the case of a group booking, i.e. a booking of 5 or more rooms, different cancellation fees may be agreed in writing.
4. When booking accommodation at a “non-refundable rate”, the Client waives the possibility of cancelling or changing the reservation, and the amount paid for the ordered services and stay is forfeited in full in favour of the Facility.
5. Where accommodation is booked on the basis of a commercial contract, cancellation fees are determined by that commercial contract.
6. Where conference facilities and other hotel services are ordered, cancellation fees are determined on the basis of a written order or contract.
7. If the Client fails to arrive at the accommodation Facility by 6:00 p.m. at the latest, the Facility is entitled to provide the unoccupied accommodation to another Client. An exception applies only if the Client informs the Facility of a late arrival no later than two hours before the specified arrival time.
8. The Facility reserves the right, during significant tourist periods, particularly New Year’s Eve and Easter, to stipulate different cancellation fees in the written order for bookings made at a refundable rate.
9. The parties may agree in writing that cancellation fees will not be charged (in the case of a documented illness of the Client). In the event of the Client’s death, cancellation fees will not be charged. In the case of medical treatment stays at VLL (VRÚ), the Facility may, subject to its approval, waive the cancellation fee in the event of the Client’s illness and subsequent acceptance of an offered alternative date of stay. The Client is obliged to provide a medical certificate confirming that their current state of health prevented them from undertaking the stay on the booked date.
10. No financial compensation is provided for ordered services not used or for changes to ordered services during the stay (accommodation, catering).
11. The Facility shall send written confirmation of its acceptance of the Client’s cancellation of services to the contact address provided by the Client.
12. In the event of the Client’s early departure, a cancellation fee amounting to 100% of the remaining price of the stay will be charged.
6 Accommodation Rules
1. The Client is obliged to comply with the Facility’s Accommodation Rules, which are available on the website of the relevant Facility or directly at its reception. The Czech-language version takes precedence over any translated language versions.
2. If a breach of the Accommodation Rules results in damage to the Client, the Facility shall not be liable for such damage unless otherwise provided by applicable legislation.
3. The Facility is entitled to accommodate only a duly registered Client. For this purpose, immediately upon arrival, the Client shall present to the relevant Facility employee a valid identity card or passport, or another document provided for this purpose by Section 103 of Act No. 326/1999 Coll., on the Residence of Foreign Nationals in the Territory of the Czech Republic and on Amendments to Certain Acts, as amended.
4. The Facility is entitled to prevent entry and refuse to provide ordered services to a Client who is under the influence of alcohol or narcotic substances.
5. If the Client is aware that they have, or displays symptoms of, an infectious disease, or suspects that they may be suffering from such a disease, the Client is obliged to inform the relevant Facility employee immediately and acknowledges that the Facility may subsequently refuse to allow the Client to continue their stay and use the services.
7 Complaints
1. The Client has the right to make a complaint about services if they find that the services provided by the Facility are defective.
2. Complaints concerning services are governed by the Complaints Procedure of VLRZ, p.o., which is available at the Facility and on the website www.volareza.cz.
3. If a consumer dispute arises between the Client and VLRZ, p.o. which cannot be resolved by mutual agreement, the Client may submit a proposal for out-of-court settlement to the designated alternative dispute resolution body, namely the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2. The proceedings are free of charge and are initiated upon the Client’s application, which must be submitted no later than one year from the date on which the Client first asserted the right that is the subject of the dispute. Further information is available on the website of the Czech Trade Inspection Authority at www.coi.cz. Given the possibility of purchasing services online, the online dispute resolution platform may also be used to resolve a potential dispute. Further information on the conditions of online dispute resolution is available at http://ec.europa.eu/consumers/odr/.
8 Final Provisions
1. Any disputes arising in connection with the provision of accommodation by the Facility shall be governed by the laws of the Czech Republic and shall be resolved by the court of general jurisdiction competent for the Facility, regardless of the Client’s registered office/place of residence.
2. The Facility and the Client shall primarily seek to resolve all disputed matters through personal or written contact and shall regard court proceedings as a last resort.
3. VLRZ, p.o. fully respects and complies with all requirements concerning the protection of personal data under Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR). Information on the processing of personal data is published on the VLRZ, p.o. website in the “Užitečné informace” section.
4. These Terms enter into force on 1 November 2024 and apply to stays taking place from 3 January 2025.
