Accommodation Regulations

1. Requirements for Concluding an Accommodation Contract

  1. Guest accommodation in Hotel Thermal at I. P. Pavlova 2001/11, Karlovy Vary takes place on the basis of the accommodation contract concluded pursuant to the provisions of Section 2326 et seq. of Act No. 89/2012 Coll., the Civil Code, on the basis of which THERMAL-F, a.s., Company ID: 254 01 726 (hereinafter referred to as the ‘Accommodation Provider’) provides temporary accommodation to the accommodated person for an agreed period of time or for a period of time resulting from the purpose of the accommodation in a facility designated for that purpose, and the accommodated person (hereinafter referred to as the ‘Guest’) undertakes to pay the Accommodation Provider for the accommodation and for the services related thereto within the period of time specified in these Accommodation Regulations (hereinafter referred to as the ‘Contract’).
  2. To comply with the terms of concluding the accommodation contract, it is sufficient to provide at least written confirmation of the order or reservation.
  3. The rights and obligations of the contracting parties not expressly regulated by the Contract are regulated by these Accommodation Regulations, the General Terms and Conditions of the Accommodation Provider and the price list of the Accommodation Provider’s services. If the Contract is different from these Accommodation Regulations, the General Terms and Conditions of the Accommodation Provider and/or the Accommodation Provider’s price list, the Contract shall prevail.
  4. If the Guest fails to comply with the obligations arising from the Contract and the attached Accommodation Regulations, the General Terms and Conditions of the Accommodation Provider and/or the Accommodation Provider’s price list, or otherwise violates good manners in the hotel (hereinafter referred to as ‘misconduct’), the Accommodation Provider is entitled to terminate the Contract before the expiry of the agreed period, even without a notice period, if the Guest has been notified by the hotel of the Guest’s misconduct in accordance with the procedure set out in Section 2331 of the Civil Code.

2. Arrival to the Hotel

  1. The Guest must report their arrival at the hotel reception to the staff member in charge.
  2. Unless otherwise agreed, registration and accommodation of arriving guests takes place between 2 p.m. and 12 midnight.
  3. At the reception desk, the Guest presents their ID card or passport, according to which the authorised employee of the Accommodation Provider verifies the identity of the Guest and completes the ‘Registration Card’, which also serves as the house book.
  4. The Guest confirms the accuracy of their personal data and the duration of stay by signing the Registration Card of the Accommodation Provider.
  5. A Guest staying for a spa treatment will receive the ‘Information for the Attending Physician’ form upon arrival, along with the Registration Form. With the completed form, the Guest will go to the health department on the 2nd floor where they will be admitted by a nurse and receive information about the spa treatment.
  6. The assignment of a specific room within the booked category is made exclusively by the hotel. Guest requests are not binding for the hotel but can be accommodated subject to availability.
  7. The Accommodation Provider is entitled to require a cash deposit of CZK 2,500 or EUR 100 per room upon check-in. The deposit is refundable upon departure in full or in a reduced amount under the terms and conditions set out in Article 7 of these Accommodation Regulations.
  8. The Guest confirms with their signature that they agree to abide by the Accommodation Regulations, which are available at the reception desk or www.thermal.cz
  9. The number of room occupants corresponds to the number of persons registered for accommodation. The Guest agrees to provide the exact number of occupants upon check-in.
  10. The duration of accommodation is agreed upon at the latest when the Guest checks in and is recorded in the Check-in details. The period of accommodation can only be extended or shortened with the consent of the Accommodation Provider and must be supported by an entry in the PMS system in the computer by the receptionist.
  11. The Guest hereby gives consent to the Accommodation Provider to process and store their personal data, within the scope of the data provided, for the purpose of providing accommodation and registering guests within the meaning of Act No. 565/1990 Coll., on local fees, and Act No. 326/1999 Coll., on the stay of foreigners in the Czech Republic and amendments to certain acts. Further obligations of the Guest and the Accommodation Provider regarding the maintenance of the register or the house book are set out in the aforementioned legislation.

3. General Accommodation Regulations

  1. The Guest has the right to use the space reserved for their accommodation as well as the common areas of the Accommodation Provider and to use the services associated with the accommodation.
  2. The Accommodation Provider is obliged to hand over to the Guest the premises reserved for their accommodation in a condition suitable for proper use and to ensure the undisturbed exercise of their rights associated with the accommodation.
  3. Upon check-in the Guest will receive a room chip card (hereinafter referred to as the ‘Key’). The Guest is obliged to prevent the loss, destruction, or damage of the Key, as well as access to the Key by third parties who are not a direct party to the respective Contract agreed between the Guest and the Accommodation Provider.
  4. The Guest is obliged to:
    • familiarise themselves with the Accommodation Regulations and to abide by them;
    • pay the agreed price for accommodation and other services;
    • properly use the premises intended for accommodation and maintain order and cleanliness in all designated accommodation areas;
    • protect the equipment in the accommodation facilities against damage;
    • immediately report any damage or loss caused by the Guest or persons staying with the Guest on the premises of the Accommodation Provider;
    • observe night-time quiet hours from 10 p.m. to 7 a.m.;
    • close the water taps in the room, turn off the lights, turn off the TV and other electrical appliances that are not related to operation and close the windows/balcony door when leaving the room;
    • disconnect electrical appliances and other electrical equipment from the mains after active use or charging;
    • only use or charge electrical appliances or other electrical equipment in the Guest’s presence;
    • allow access to the room upon request;
    • hand over the room key at the reception desk upon departure from the accommodation facility.
  5. Without the consent of the Accommodation Provider, the Guest must not:
    • make substantial changes to the accommodation facility (moving furniture, moving equipment, etc.);
    • remove any equipment and facilities from the accommodation facility;
    • let another person use the accommodation facility;
    • receive visitors in the accommodation facility. It is only possible to receive visitors with the consent of the Accommodation Provider, based on proper registration in the Guest Book, which is located at the hotel reception desk. Without this registration, Guests can only receive visitors in the common areas of the property;
    • bring pets into the premises. The owner is obliged to report the pet to the reception desk, present a valid vaccination certificate and pay a fee according to the current price list. Pets are not allowed in Suite Superior rooms. The Accommodation Provider is entitled to prematurely terminate the stay in case of excessive noise made by the pet. The animal is allowed in the reception area, Hotel corridors and in the room. Pets are not allowed in the restaurant and spa, except for assistance dogs;
    • in the event of damage or soiling (increased wear and tear) due to the accommodation of a pet, the Accommodation Provider reserves the right to charge the Guest for all costs associated with the repair of the damage caused;
    • the owner of the assistance dog must provide proof that the dog is an assistance dog and present a vet-certified health certificate for the dog; the dog must wear an assistance dog harness for the duration of the stay;
    • list the address of the hotel as their place of business.
  6. Within the accommodation facility, the Guest is also not allowed to:
    • bring in weapons, ammunition and explosives or otherwise keep them in a state allowing for their immediate use;
    • possess, produce or keep narcotic or psychotropic substances or poisons, unless they are medicines prescribed by a doctor;
    • smoke – all the hotel areas are non-smoking. In case of non-compliance, a fine of CZK 5,000 will be charged. Smoking is only allowed in the designated outdoor areas; electronic cigarettes are only allowed in the Film Café lobby bar;
    • use an open flame;
    • cook in the rooms for safety and hygiene reasons;
    • use electrical appliances, such as cookers, microwaves, irons, etc., in the rooms;
    • use their own heat, gas, electrical or other appliances (except for undamaged and properly marked with the CE conformity mark – Conformity Europe, small electrical appliances used for personal hygiene and office work, such as shavers, hair dryers, and chargers for consumer electronics) within the hotel;
  7. if during the Guest’s stay there is an irreparable fault in the room, the Accommodation Provider reserves the right to provide the Guest with accommodation of the same or higher category.
  8. For safety reasons it is not allowed to leave children under 13 years of age without adult supervision on the premises of the Accommodation Provider.
  9. Only persons who are not undergoing treatment for an infectious disease are permitted to use the facilities of the Accommodation Provider.
  10. In case of illness or injury of the Guest, the Accommodation Provider will provide medical first aid or transport to the Karlovy Vary regional hospital. The fee for transport and treatment shall be paid by the Guest.
  11. The Accommodation Provider monitors public areas with a camera system.
  12. An extra bed is an additional bed that is used to accommodate another person in the room. This is a folding bed or folding chair that is less comfortable than a standard bed. Accommodation with an extra bed is only available in selected rooms and charges apply. The extra bed can only be booked for hotel accommodation, not for spa or wellness stays.

4. Guest Stay

  1. Freely available hotel services can usually be purchased at the hotel reception desk.
  2. If the Guest is staying for spa treatment, they are obliged to:
    • consistently fill out the ‘Information for the Attending Physician’ form;
    • familiarise themselves with the contraindications to spa treatment before the stay, which are available on the hotel’s website;
    • arrive with the completed form on the 2nd floor, door number 202; the nurse will receive the Guest and provide them with the name of the doctor and the time of the initial medical examination, which must be attended at the given time;
    • inform the doctor if the Guest needs a certificate for the health insurance company; this service requires a fee according to the valid price list;
    • get further information about the treatment from the nurse, based on the doctor’s advice;
    • come to the Balneo reception desk (also on the 2nd floor) to receive the Schedule of Treatments:
      • the Schedule of Treatments is based on the doctor’s prescription;
      • the first change in the Schedule of Treatments requested by the Guest is free of charge, each subsequent change requires a fee according to the valid price list;
    • After the last treatment, collect the ‘Final Report’ from the nurse in person
      • under the Data Protection Act (GDPR), it is not permissible to release the report to another person or send it via mail, e-mail or any other electronic means.
  3. The following applies to Guests using the treatment and wellness facilities:
    • for treatments prescribed by a doctor, observe the time specified for the medical examination;
    • arrive on time for the treatment; if you arrive no more than 5 minutes late, the treatment shall be shortened by this time; if you arrive later, the treatment shall be forfeited without refund;
    • cancellation of the treatment is possible no later than 2 hours before the start of the treatment; otherwise, it shall be forfeited without refund;
    • treatments included in the package cannot be changed and are forfeited without refund if not used;
    • the treatment will only be performed after the original Schedule of Treatments is presented, not the mobile preview;
    • it is necessary to observe personal hygiene before each treatment.
    • The Guest will attend the treatment:
      • wearing a robe or other appropriate clothing that can be easily removed; the Guest arrives for lymphatic drainage wearing long pants and socks;
      • in person, accompanying children are not allowed;
    • during treatments, as well as on the premises of the health department, it is obligatory to keep quiet, not to have a mobile phone set to loud listening – the use of headphones is allowed;
    • based on hygiene regulations, it is not allowed to bring pets to the health department and wellness centre;
    • comply with the Operating Regulations of the wellness centre – these Regulations are available for review before entering the wellness centre;
    • children under three years of age are not allowed in the wellness centre; children over three years of age using nappies must be wearing a swimming nappy.
    • bring a towel for swimming, wear indoor shoes in the pool area;
    • at the Balneo reception desk on the 2nd floor, it is possible to buy treatments if there is an available capacity.
  4. Guests using the catering service are obliged to:
    • show their hotel card upon entering the restaurant;
    • not to bring luggage, suitcases or other baggage into the restaurant;
    • adhere to the prescribed dress code (formal civilian clothes); loungewear or dressing gowns are inappropriate;
    • coats must be left in designated areas;
    • for hygiene reasons it is forbidden to wear coats and other outer clothing around the buffet tables;
    • it is forbidden to take dishes and food away from the restaurant due to hygiene regulations;
    • pets are not allowed in the restaurant.

5. End of the Guest’s Stay

  1. If the accommodation period is not agreed in advance, the Guest must check out no later than 12 p.m. on the last day of accommodation and vacate the room at the same time. If the Guest fails to do so within the time limit, the Accommodation Provider reserves the right to charge the accommodation fee for the following day.
  2. At the end of the stay the Guest shall check and properly close the room. They shall return the key to the reception desk.
  3. The Guest can withdraw from the Contract before the end of the agreed period of stay. The Guest or third party is obliged to pay the charges incurred by the Accommodation Provider by early cancellation of accommodation or other ordered services, according to the terms and conditions set out in the reservation confirmation.
  4. The Accommodation Provider may withdraw from the Contract before the expiry of the agreed accommodation period if the Guest in the accommodation facility, despite a warning, grossly violates good manners or otherwise grossly violates the provisions of these Accommodation Regulations.

6. Accommodation Provider’s Liability for Guest Belongings

  1. Each hotel room includes a safe, which Guests can use free of charge for the duration of their stay. The Accommodation Provider is not responsible for valuables or cash stored in this safe. Guests are required to leave the safe open at the end of their stay.
  2. Upon Guest request the Accommodation Provider will take custody of cash, jewellery or other valuables.
    The Accommodation Provider requires that the items be handed over for safekeeping in a closed or sealed box.
    The Accommodation Provider has the right to refuse to take custody of items if they are dangerous or disproportionate in value and scope for the accommodation facility.
  3. A request for compensation for damage to the property of the Guest can only be notified to the Accommodation Provider within 15 days of the damage being discovered. Damage will not be compensated if the Guest or a person accompanying them caused the damage.
  4. If a Guest leaves their belongings in the room at the end of the stay and the accommodation fee is not paid, the Accommodation Provider reserves the right to remove the belongings from the room and store them in a safe place to prevent damage. Items will be released to the Guest upon payment of the amount due for the accommodation.

7. Safety, Guest Liability for Damage Caused

  1. Guests are obliged to familiarise themselves with the Accommodation Provider’s evacuation plan in case of fire. This plan can be reviewed in each hotel room and at the hotel reception.
  2. The Guest shall act in such a manner as to avoid unreasonable harm to the liberty, life, health or property of another.
  3. If the Guest causes damage to the property of the Accommodation Provider, the damage will be covered by the deposit according to Article 4(2) of the Accommodation Regulations. If the damage incurred exceeds the deposit, the Guest will be obliged to pay the difference to the Accommodation Provider.

8. Complaints, Claims, Comments

  1. Any complaints and suggestions for improvement are received by the Accommodation Provider or their designated receptionist.
  2. There is also a wish and complaint book at the hotel reception where Guests can record any observations aimed at improving the service provided, as well as comments or complaints related to their stay.
  3. After the end of the stay a satisfaction questionnaire is sent to the Guest’s e-mail address provided on the reservation.
  4. Complaints related to billing, which should be sent by e-mail to fakturace@thermal.cz, are dealt with by the reception desk manager or a representative of the financial department.

9. Information on the Handling of Personal Data

  1. The hotel processes personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, the General Data Protection Regulation.
  2. The personal data processed by the Accommodation Provider’s camera system is stored within a time loop depending on the intensity of the movement of people.
  3. For the purpose of the Contract and related facts, the following personal data / categories of personal data are processed: name and surname, titles before the name, title after the name, date of birth, nationality, travel document number, visa or residence permit number, permanent residence address, telephone number, e-mail, company seat, company name, company ID number, and VAT number. Also information about the payment for the stay.
  4. For spa treatment stays, information on the patient’s health status is kept in the health department; in accordance with Archiving Act No. 499/2004, it is archived and subsequently shredded.
  5. In the case of membership in the hotel’s loyalty programme/club, the data is processed further:
    • The details of this membership as stated in the loyalty programme/club application form, together with details of the benefits used.
  6. Personal data is processed manually and automatically by the Accommodation Provider directly through its authorised employees and through processors authorised by the Accommodation Provider on the basis of personal data processing contracts.
  7. The list of subjects/categories of recipients to whom the Guest’s personal data may be disclosed is based on the legal standards governing the Accommodation Provider.
  8. The Accommodation Provider shall process the personal data for a period of 6 years, or for the period required by the relevant applicable legislation (e.g. Act No. 326/1999 Coll., on the residence of foreigners in the Czech Republic).
  9. The Guest has the right to access their personal data processed by the Accommodation Provider, have it corrected or deleted, or to restrict processing, as well as the right to object to processing.
  10. The Guest also has the right to obtain from the Accommodation Provider the personal data concerning the Guest that the data subject has provided to the Accommodation Provider. The Accommodation Provider shall provide the data subject with the data in a structured, commonly used and machine-readable format without undue delay upon request of the Guest or shall provide the data to another clearly identified controller upon request of the Guest. This right does not apply to personal data that is not processed by automated means.
  11. If a Guest believes that their personal data is being processed unlawfully, they may register a complaint with the supervisory authority, which for the Czech Republic is the Office for Personal Data Protection (www.uoou.cz).
  12. For questions regarding data protection, you can send a specific question by e-mail – gdpr@thermal.cz
  13. If you have any questions please consult:
    • Hotel reception staff
    • Hotel website – www.thermal.cz
    • Specific questions can also be asked by calling: 359 002 251

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