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GENERAL TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES

BY HOTEL ZLATÝ ANDĚL

 

Article I

General Provisions and Subject of the General Terms and Conditions

  1. Zlatý anděl s.r.o., registered office: Náměstí Svornosti 11, 381 01 Český Krumlov, Company ID No.: 63887363, VAT ID: CZ63887363, registered in the Commercial Register maintained by the Regional Court in České Budějovice, File No. C 5583 (hereinafter referred to as the “Hotel”), issues these General Terms and Conditions, which regulate contractual relationships and define the rights and obligations of the Hotel and its Clients in connection with the provision of accommodation, catering and other supplementary services (hereinafter referred to as the “Services”).

  2. These General Terms and Conditions form an integral part of all contractual arrangements, unless the business relationship is governed individually by an Accommodation or Catering Agreement or a Booking Confirmation stating otherwise. By confirming a booking for accommodation or catering with Hotel Zlatý anděl, or by confirming an order, the Client acknowledges these General Terms and Conditions as binding for all performances related to the subject of the booking or order.

  3. These General Terms and Conditions in particular regulate relationships with individuals or partners with whom no separate contract has been concluded or for whom no different arrangements are stated directly in the booking confirmation.
    By making a reservation, Clients agree to abide by the Accommodation Rules of Hotel Zlatý anděl. The accommodated Guest accepts the Accommodation Rules as a contractual condition of the stay and is obliged to comply with their provisions. Each Guest must familiarise themselves with these Rules; ignorance of them shall not be taken into account. If the Client is an entity acting on behalf of its own customers (such as a travel agency or tour operator), the Client is obliged to ensure that its customers are made aware of the Accommodation Rules. The Accommodation Rules are published on the Hotel’s website and displayed within the Hotel premises. The Accommodation Rules are available for download HERE.

  4. Contractual relationships not governed by these General Terms and Conditions shall be governed by the Civil Code (Act No. 89/2012 Sb., as amended).

 

Article II

Ordering of Services and Reservations

  1. The Client may order accommodation, catering and other related services at the Hotel by means of an enquiry or booking form available on the Hotel’s website, by online reservation, or by e-mail at the following addresses: Accommodation: info@hotelzlatyandel.cz or
    sales@hotelzlatyandel.cz
    Catering: fbd@hotelzlatyandel.cz
    All contact details can be found on the Hotel's website: www.hotelzlatyandel.cz
    Upon duly issued, submitted and confirmed order, the Client becomes bound by the Contract.
  2. The submitted order must contain the following essential particulars:
    • first name and surname of the Client / exact company name,
    • date of birth and permanent address / registered office, Company ID No. (IČO), VAT ID No. (DIČ),
    • telephone number and contact e-mail address,
    • number of persons for accommodation / catering,
    • term and duration of stay, scope and type of accommodation and catering services,
    • time and date of catering services,
    • scope of additional services (guide, porterage, pets, transport, etc.),
    • price agreement for the ordered services and payment terms,
    • any special requirements – e.g. health or dietary restrictions.
  3. The Client placing the order is responsible for the contractual relationship of all participants (its own clients, accompanying persons, co-residents, etc.) listed in the order.
  4. The Client’s order constitutes an offer to conclude a Contract for the provision of services (accommodation and/or catering). The Contract is deemed concluded upon the Hotel’s confirmation of the order, thereby establishing a contractual relationship between the Client and the Hotel for the sale of services.
  5. By submitting the order to the Hotel, the Client confirms that he or she has read and agrees with these General Terms and Conditions. The General Terms and Conditions form an integral part of the concluded Contract and are published on the Hotel's website: www.hotelzlatyandel.cz

Article III

Rights and Obligations of the Contracting Parties

  1. Rights of the Client
    • The right to receive services in the scope and quality specified in the booking confirmed by the Hotel. The confirmation of stay or catering issued by the Hotel entitles the Client to use the ordered services.
    • The right to obtain information about all facts known to the Hotel that may affect the ordered services.
    • The right to the protection of personal data. By submitting an order, the Client grants consent for the Hotel, in accordance with Act No. 110/2019 Sb., on the Processing of Personal Data, as amended, to process the Client’s personal data, including the Personal ID number or date of birth, exclusively for purposes necessary to fulfil the Contract, for the period required for such processing, and in compliance with statutory obligations. The method of processing personal data is described in the Hotel’s Internal GDPR Directive.
    • The right to lodge a complaint or grievance, or to withdraw from the contract or order.
  2. Obligations of the Client
    • To familiarise themselves with the Accommodation Rules and to ensure possession of valid documents required for the stay (proof of identity, visa, etc.).
    • To pay for the services utilised properly and in accordance with the agreed terms and conditions.
    • To respect the agreed time and place for the provision of the services. On the day of arrival, the Client shall present at the reception desk a proof of identity, the booking confirmation issued by the Hotel, and a proof of payment for the services (unless otherwise agreed in the Contract or order). In the case of catering services, the Client shall present a voucher. The Client acknowledges that the reserved accommodation capacity is held by the Hotel until 19:00 on the day of arrival. After this time, the reserved accommodation may be released for resale. In the event of a late arrival, the Client must notify the Hotel no later than 15:00 on the day of arrival. The reserved catering capacity is held for a maximum of 30 minutes after the agreed time stated in the order, unless otherwise arranged. If the Client fails to observe the reserved time, the Client must confirm by telephone in advance whether the Hotel can provide the service at a different (later or earlier) time. The Client acknowledges that alternative times may already be booked by other guests.
    • To comply with the agreed programme and the Hotel’s regulations, including the Accommodation Rules, Fire Safety Regulations and other applicable internal rules.
    • To pay for the ordered services in full and on time, prior to their provision (unless otherwise stipulated in the Contract or order).
    • To conduct themselves so as to avoid causing harm to the health or property of other Clients, the Hotel, or service providers, and compensate any damage caused to the Hotel or other providers in connection with the use of services.
  3. Rights of the Hotel
    • Refuse accommodation to persons under the age of 18 who are not accompanied by a legal guardian.
    • Refuse accommodation to persons who have not paid for accommodation in advance, or who do not comply with the conditions set out in the Accommodation Rules (available [HERE]).
    • Provide necessary information about accommodation and the Client’s personal data to a third party where there is a legitimate legal interest (e.g. the Police of the Czech Republic, the Financial Administration, etc.).
    • Not be obliged to guarantee the reservation if the Client fails to comply with the agreed time or date and does not fulfil the obligations under Article II or fails to inform the Hotel accordingly. Charge the Client for costs incurred in connection with a late arrival, in particular for personnel waiting time.
    • In the case of a catering reservation, where the Client (or group) arrives more than 30 minutes late without prior notice and without confirming whether another time is possible, the Hotel shall not be obliged to hold the reserved capacity, especially where the capacity has already been reserved by another Client. If the Client fails to notify a late arrival in due time, the Hotel cannot be held liable for any reduction in the quality of served dishes (e.g. temperature).
    • Refuse to provide an ordered service to the Client pursuant to Article IV, paragraph 4.
  4. Obligations of the Hotel
    • Ensure that the Client or the Client’s guests listed in the order are provided with the services specified therein, in accordance with these General Terms and Conditions and generally binding legal regulations.
    • Provide services to the Client within the agreed term, scope, quantity and quality as confirmed in the order.
    • Inform the Client duly and in good time of all material facts relating to the agreed services that are relevant to the performance of the Contract and known to the Hotel.
    • When processing the Client’s personal data, ensure that the Client does not suffer any violation of rights, in particular the right to confidentiality of sensitive personal data and protection against unauthorised interference with privacy and personal life.
    • Maintain confidentiality regarding the Client or the Client’s guests.

Article IV
Payment Terms

  1. All prices for accommodation, services and catering provided by the Hotel are listed in price lists, offer sheets, or individual price agreements. The Hotel reserves the right to adjust accommodation prices during certain periods (e.g. public holidays, city festivals, etc.) during the year. Other price lists are regularly updated, usually once per year. The prices stated in the Contract or confirmed order are binding on both the Client and the Hotel. The Hotel shall be entitled to adjust prices in the event of changes in legal regulations in case of changes in legislation, particularly in taxation or fee legislation—or in the event of extraordinary circumstances (force majeure) affecting the Hotel’s operating costs.
  2. Payment for the ordered stay shall be made by the Client in the form of a 100 % advance payment for the services ordered and confirmed by the Hotel, or after completion of the stay (according to the contractual arrangement in the Contract or order). The advance payment must be made no later than 30 days prior to the commencement of the stay, unless otherwise provided for in the Contract. If the stay is booked within 30 days or less before arrival, the Client will be informed by the Hotel via e-mail upon confirmation of the booking about the method of payment for the stay.
  3. Method of payment:
    • by bank transfer:
    Oberbank AG, a.s.
    Payments in CZK
    Account number: 7000002024/8040
    SWIFT CZ 2X CASING
    IBAN: CZ02 8040 0000 0070 0000 2024
    Payments in EUR
    Account number: 7181004458/8040
    SWIFT CZ 2X CASING
    IBAN: CZ21 8040 0000 0071 8100 4458
    • in cash
    • By payment card (MasterCard, VISA, Maestro, VISA Electron, Diners Club International)
    The Client expressly agrees that, if they provide the Hotel with payment card details in the booking confirmation (and if this has been agreed with the Hotel as part of the reservation) for the purpose of paying for accommodation or catering services, the Hotel is entitled to use the card for pre-authorisation or for the direct charge of the amount for accommodation and/or catering, as specified in the booking confirmation. Credit card details are accessible exclusively to the Hotel when the Client books accommodation or catering services and may be used solely for the specific commercial transaction agreed upon.
    In the case of online accommodation reservations, payment is made by payment card via a secure payment gateway.
  4. If the advance payment for accommodation and/or catering is not paid within the period specified and agreed in the Contract (booking confirmation), the Hotel shall be entitled to withdraw from the Contract. The Hotel shall inform the Client of such withdrawal in writing (by e-mail). Should the Hotel have any outstanding receivables from the Client relating to previously provided services, the Hotel shall be entitled to refuse to provide further services, even if duly ordered, on the grounds of a legitimate doubt as to the Client’s solvency.
  5. If, for scheduling reasons, it is not possible to pay for the accommodation and/or catering in advance, payment may, by prior agreement, be made on site (by payment card or in cash). Payment for accommodation must be made at the Hotel reception prior to the provision of the first service; in the case of catering, payment must be made directly in the restaurant (particularly for group bookings), unless the catering is included in the accommodation package (e.g. half board).
  6. On the day of departure, the Hotel shall issue the Client an invoice for the services utilised, in which the Hotel shall set off any advance payment made, if applicable. The Client is obliged to settle any balance due in cash or by payment card at the Hotel reception no later than on the day of departure or on the last day of service provision, unless otherwise individually agreed.
  7. All payments shall be made in the currency stated in the booking confirmation (CZK / EUR). Prices quoted in EUR for cash payments shall be calculated at the exchange rate determined by the Hotel and valid on the date of service provision. A service shall be deemed paid once the relevant amount has been credited to the Hotel’s bank account or paid in cash.

 

Article V

Withdrawal from the Contract

  1. The Client shall have the right to cancel the Contract for accommodation and/or catering services at any time, i.e. to withdraw from the Contract for the sale of services (the booked stay and/or catering). Withdrawal from the Contract must be made in writing, and such withdrawal must be demonstrably delivered to the Hotel. The Client is obliged to inform the Hotel of the preferred method for the refund of the advance payment (e.g. bank account number).
    The Client may withdraw from the Contract prior to the agreed commencement date of accommodation and/or catering either without a cancellation fee or subject to a cancellation fee, as follows:
    Accommodation
    Group
    45–25 days prior to arrival date – 10%
    24–15 days prior to arrival date – 30%
    14–7 days prior to arrival date – 60%
    Less than 7 days prior to arrival date – 100%

    FIT (individual guests):
    - Up to 7 days prior to arrival date – no cancellation fee
    - Less than 7 days prior to arrival date – 100%
    The above provisions also apply in the event of a change in the number of persons.
    Cancellation fees are charged on the total price of the booked stay, and, where applicable, also on the price of ordered services provided by external suppliers that are subject to their own cancellation conditions (e.g. guided tours, rafting, guides, etc.).
    Catering - Up to 48 hours before the agreed date – no cancellation fee
    - Within 24 hours before the agreed date – 50% cancellation fee
    Changes to the number of persons or menu will be accepted by the Hotel only if notified by the Client at least 24 hours in advance of the agreed date. If the change in the number of persons is not notified in advance, the Hotel shall charge for the number of persons stated in the Client’s original order.

  2. The Hotel may waive the enforcement of a cancellation fee if the Client was unable to utilise the services for serious and duly substantiated reasons (such as a natural disaster or similar event).
  3. In the event of withdrawal from the Contract by the Client, the Hotel shall, no later than within 14 days from the date on which the ordered service was originally to be provided, issue a settlement of the advance payment, if one has been made, deducting the applicable cancellation fee, and shall refund any resulting overpayment to the Client. If the withdrawal from the Contract occurs during a period in which the Hotel is not entitled to charge cancellation fees, the Hotel shall refund the advance payment without undue delay, and no later than within 14 days.
  4. If the Client has not paid an advance from which the cancellation fee could be deducted, or if the cancellation fee exceeds the advance paid, the Hotel shall issue the Client an invoice for the outstanding cancellation fee, payable within 14 days.
  5. The Hotel may withdraw from the Contract in the event of a serious breach of the Client’s obligations (e.g. failure to pay the price of the booked stay and services in full and on time) as set out in these General Terms and Conditions, without any entitlement to further compensation.

Article VI

Complaints Procedure

  1. Complaints concerning services provided by the Hotel shall be governed by the Hotel’s Complaints Procedure, available here.

 

Article VII

Gift Vouchers

  1. Purchased gift vouchers are non-refundable and valid only for the period stated on the voucher. If the Client was unable to use the voucher for serious reasons, the Hotel may, at its discretion and upon the Client’s written request, extend the validity period of the voucher in exceptional cases. An extension of the validity period cannot be claimed as a right.

 

Article VIII

Final Provisions

  1. In the event of any discrepancy between the provisions of a written Contract and these General Terms and Conditions, the provisions of the Contract shall prevail.
    Should a dispute arise between the Client and the Hotel in connection with a Contract for the provision of services which cannot be settled amicably, the Client may submit a proposal for out-of-court settlement and exercise their rights before the body for alternative dispute resolution of consumer disputes:
    Czech Trade Inspection Authority
    Central Inspectorate – ADR Department (Alternative Dispute Resolution)
    Štěpánská 15
    120 00, Prague 2
    E-mail: adr@coi.cz
  2. The Hotel reserves the right to unilaterally amend or supplement these General Terms and Conditions. Should such an amendment occur, the new version of the General Terms and Conditions shall be published on the Hotel’s website at www.hotelzlatyandel.cz. If the Client does not agree with the wording of the amended General Terms and Conditions, they have the right to withdraw from the Contract without delay (no later than within 5 days of their entry into force); otherwise, it shall be deemed that the Client agrees with the amended version of the General Terms and Conditions. By ordering services, the Client expressly acknowledges and agrees with the General Terms and Conditions, the Complaints Procedure, and the Accommodation Rules of the Hotel.
  3. Should any provision of these General Terms and Conditions become invalid or unenforceable for any reason, such invalidity shall not affect the validity of the remaining provisions, unless mandatory provisions of the Civil Code stipulate otherwise.

These General Terms and Conditions shall enter into force and effect on 1 August 2025

 

Hotel Zlatý anděl

Provozovatel:
Zlatý anděl s.r.o.
Náměstí Svornosti 11
381 01 Český Krumlov
IČ:63887363
DIČ:CZ63887363
Společnost je zapsaná v OR KS v Č. Budějovicích, oddíl C, vložka 5583