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This English version is a translation provided for information. In case of any discrepancy, the Slovak version prevails.
STEZ – Správa telovýchovných zariadení Spišská Nová Ves
municipal contributory organisation
Za Hornádom 15, 05201 Spišská Nová Ves
Complaints Procedure for Hotel Preveza
In order to ensure the correct procedure for handling complaints about deficiencies in goods and services sold and provided at Hotel Preveza, this complaints procedure is issued on the basis of Act No. 634/1992 Coll., as amended, and Act No. 40/1964 Coll., the Civil Code, as amended:
The client has the right to complain about any deficiencies in the services provided and defects in the goods purchased, including the right to have them remedied, replaced or supplemented, or alternatively to have a new service provided in substitution or to receive a reasonable discount on the agreed price of the services or goods paid for.
The client shall complain about deficiencies in the quality of food and beverages intended for immediate consumption in the restaurant immediately upon discovering the deficiency, primarily directly to the serving staff
If deficiencies in food and beverages intended for immediate consumption concern quantity and weight, they must be claimed before consumption begins.
The client shall make a complaint about deficiencies in other goods or services primarily at the hotel where the goods or service were purchased, immediately or without undue delay, on the basis of the proof of purchase. Without presentation of the proof of purchase, the complaint need not be accepted.
Complaints about deficiencies in the accommodation may be made primarily to the reception staff without undue delay. The right to complain about deficiencies in the accommodation expires if it has not been exercised before the client’s departure.
When making a complaint, the client shall present all relevant documents relating to the provision of the service or the acquisition of the goods in which they claim a defect or deficiency.
Complaint handling procedure
Catering services
Defects in food are considered irremediable. If a defect in food, meals or beverages occurs, the client has the right to request their replacement or a refund of the amount paid, or a discount.
If the correct quality, weight, measure or temperature of meals or beverages is not maintained, the client has the right to request a free, proper and immediate remedy of the defect.
Accommodation services
The client is entitled to request a free, proper and timely remedy of deficiencies, namely:
Replacement of defective, or replenishment of missing, small room equipment.
If technical defects in the room assigned to the client cannot be remedied (failure of the heating system, low water pressure, lack of hot water, power supply failure, etc.), and if the hotel cannot provide the client with other, substitute accommodation, and if the room is nevertheless provided to the client despite these defects, the client is entitled to a discount on the basic accommodation price by mutual agreement, or to withdraw from the contract before staying overnight and to a refund of the price paid for the accommodation.
The complaint is handled by the manager of the establishment, or an employee authorised by them, who is obliged to examine the complaint and decide how it will be settled. If the complaint cannot be settled by agreement, the manager or the employee authorised by them shall draw up a complaint record with the client. In the record, the client shall state the exact designation of the service provided or the goods purchased, the time when the service was provided or the goods were purchased, and a description of their deficiency.
In Spišská Nová Ves on 1.1.2022
Ing. Vladimír Hovaňák
Director of the organisation
Documents in English: General Terms and Conditions · GDPR and Cookies · Alternative Dispute Resolution · Accommodation Rules · Complaints Procedure