General Terms and Conditions

for the provision of accommodation, spa, wellness and related services

Hotelis s.r.o.
Operator / Provider: Hotelis s.r.o.
Registered office: Krále Jiřího 1087/5, 360 01 Karlovy Vary
Company ID / VAT ID: 09365508 / CZ09365508
Intended for: guests, clients, ordering parties of services and business partners
Effective date: 1 January 2024

Introductory provisions
Definition of basic terms
Reservation and creation of the contractual relationship
Prices, payment terms and currency
Deposits, guarantees and pre-authorisation
Cancellation terms, reservation changes and no-show
Consumer’s right to withdraw from the contract
Arrival, departure and accommodation
Spa, wellness and health-related services
Meals and dietary requirements
Pets, smoking and safety
Parking and guests’ belongings
Guest’s liability for damage
Claims and complaints
Out-of-court settlement of consumer disputes
Personal data protection
Force majeure and operational restrictions
Final provisions

1. Introductory provisions

1.1 These General Terms and Conditions govern the rights and obligations between Hotelis s.r.o. as the provider of accommodation, spa, wellness, gastronomy and related services and the guest, client or ordering party of such services.

1.2 These Terms apply in particular to reservations made directly with the hotel, via the company’s websites, by e-mail, by telephone, through the reservation system, the sales department or another direct communication channel of Hotelis s.r.o.

1.3 If a reservation is made through a third party, for example a travel agency, tour operator, online booking portal or another business partner, the terms and conditions of that partner may also apply to the reservation. In the event of any discrepancy between these Terms and the terms stated in the reservation confirmation, the reservation confirmation and the terms of the specific sales channel shall prevail.

1.4 These Terms form part of the contractual relationship between the Provider and the guest or ordering party of the services. By submitting a reservation, paying a deposit, commencing the stay or using the services, the guest confirms that they have read and agree to these Terms.

2. Definition of basic terms

For the purposes of these Terms, the following terms shall have the meanings below:Provider Hotelis s.r.o., or a hotel operated by this company. Guest a natural person using accommodation, spa, wellness, gastronomy or other services. Ordering party a person who arranges or pays for a reservation, even if the services are used by another person. Reservation an order for accommodation, a stay package or another service confirmed by the Provider. Reservation confirmation a document or e-mail containing in particular the dates of stay, number of persons, room type, price, payment terms and cancellation terms. Stay package a package of services that may include accommodation, meals, spa or wellness treatments and other additional services. Cancellation fee an amount charged in the event of cancellation of the reservation or failure to arrive for the stay in accordance with the confirmed reservation terms.

3. Reservation and creation of the contractual relationship

3.1 A reservation becomes binding upon confirmation by the Provider. Confirmation may be made by e-mail, through the reservation system, in writing or in another demonstrable manner.

3.2 The Provider is entitled to make the validity of the reservation conditional upon payment of a deposit, a payment card guarantee or another form of payment security. If the guest or ordering party does not pay the required deposit by the specified deadline, the reservation may be cancelled without any further entitlement of the guest to have the capacity held.

3.3 The guest or ordering party is obliged to check the accuracy of the details stated in the reservation confirmation, in particular the dates of stay, number of persons, room type, scope of services, price, payment terms and cancellation terms. Any discrepancies must be reported to the Provider without undue delay.

3.4 Special requests of the guest, for example preferred floor, room location, view, adjoining rooms, parking space, early arrival, late departure or specific treatment times, are taken into account by the Provider subject to operational possibilities. However, they are not guaranteed unless expressly confirmed in writing.

4. Prices, payment terms and currency

4.1 The price of the services is stated in the reservation confirmation, in the Provider’s offer or in the reservation system. The price may vary depending on the date, occupancy, room type, length of stay, selected package, sales channel and current commercial offer.

4.2 The price includes only the services expressly stated in the reservation confirmation. Services beyond the confirmed reservation, for example parking, minibar, beverages, additional treatments, room service, laundry service, pet fee or other additional services, may be charged separately.

4.3 Unless stated otherwise, the price does not include local fees, spa or recreation fees and other statutory or local charges that the guest is obliged to pay under applicable regulations.

4.4 Payment may be made in particular by payment card, bank transfer, cash at the reception or another method approved by the Provider. Specific payment methods may vary depending on the hotel, type of reservation or sales channel.

4.5 If payment is made in a currency other than the Czech crown, the exchange rate of the bank, payment gateway or card company may be applied. Any exchange rate differences or bank charges shall be borne by the guest or ordering party.

5. Deposits, guarantees and pre-authorisation

5.1 The Provider may require a deposit of up to the total price of the reservation, in particular for stay packages, medical spa stays, group reservations, special offers, non-refundable reservations or reservations during highly occupied periods.

5.2 Payment of the deposit is considered confirmation of the reservation by the guest or ordering party. The deposit will be offset against the total price of the stay or services.

5.3 The Provider is entitled to pre-authorise a payment card for the purpose of verifying its validity, guaranteeing the reservation, securing the balance of the price or securing any additional services and damages.

5.4 In the event of cancellation of the reservation, change of the reservation or failure to arrive for the stay, the deposit may be offset against a cancellation fee or another claim of the Provider in accordance with the confirmed reservation terms.

6. Cancellation terms, reservation changes and no-show

6.1 The cancellation terms are always stated in the reservation confirmation, in the offer, in the terms of the specific package or in the terms of the sales channel. These specific terms take precedence over the general rules set out below.

6.2 Unless different cancellation terms are stated in the reservation confirmation, specific offer, package terms or sales channel terms, the general cancellation terms below apply according to the type of stay booked.

6.3 General cancellation terms by type of stay:

Wellness stay / accommodation with breakfast

Cancellation more than 3 days before arrival is free of charge.
Cancellation 3 days or less before arrival, or in the event of no-show, is charged at 90% of the total price of the stay.

Bed & Breakfast

Cancellation more than 3 days before arrival is free of charge.
Cancellation 3 days or less before arrival, or in the event of no-show, is charged at 100% of the price of the first night of the stay.

Spa stay with comprehensive services

Cancellation 15 days or more before arrival is free of charge.
Cancellation 14 to 8 days before arrival is charged at 30% of the price of the stay.
Cancellation 7 to 4 days before arrival is charged at 50% of the price of the stay.
Cancellation 3 days or less before arrival, or in the event of no-show, is charged at 90% of the price of the stay.

Stays under Komplexní lázeňská péče (Comprehensive Spa Care) or Příspěvková lázeňská péče (Contributory Spa Care)

Cancellation terms are governed by the terms of the specific reservation, the stay confirmation, the rules of the relevant health insurance company and the Provider’s operational rules.

6.4 Failure to arrive for the stay (no-show) means that the guest does not arrive for the stay and does not cancel the reservation in advance. No-show is charged according to the cancellation terms set out in clause 6.3 or according to the specific terms stated in the reservation confirmation or sales channel terms.

6.5 A change of date, number of persons, room type, length of stay or scope of services is possible only after confirmation by the Provider. The Provider is not obliged to accept the change, in particular if this is not possible due to occupancy, treatment capacity, price availability or the terms of the original offer.

6.6 In the case of serious reasons on the guest’s side, in particular documented health reasons, the Provider may individually assess the possibility of changing the date, issuing a voucher or making a partial refund. However, there is no automatic legal entitlement to such solution unless it has been expressly agreed.

7. Consumer’s right to withdraw from the contract

7.1 If the contract is concluded by means of distance communication, the guest acknowledges that for contracts for accommodation, catering or leisure services provided on a specific date or during a specific period, the standard fourteen-day consumer right of withdrawal generally does not apply.

7.2 The possibility of cancelling the reservation or changing the date is therefore governed primarily by the cancellation terms stated in the reservation confirmation, the specific offer, these Terms or the terms of the sales channel.

8. Arrival, departure and accommodation

8.1 Check-in and check-out are governed by the information stated in the reservation confirmation or in the hotel information of the specific hotel. Unless confirmed otherwise, early check-in and late check-out are not guaranteed and may be subject to a fee.

8.2 Upon arrival, the guest is obliged to present a valid identity document and provide the details necessary for accommodation, guest registration and fulfilment of the Provider’s statutory obligations. This obligation also applies to minor guests. For minor guests who are not citizens of the Czech Republic, a valid passport or another valid identity document must be presented, enabling verification of identity and the details required for statutory registration.

8.3 The Provider is entitled to refuse accommodation to a person who does not present the required documents, refuses to pay the price or deposit, is visibly under the influence of alcohol or narcotic substances, behaves aggressively, disturbs public order or may endanger the safety, health, property, peace of the hotel or other guests.

8.4 The guest is obliged to use the room and the hotel’s common areas properly, considerately and in accordance with the accommodation rules, operating rules, safety instructions and instructions of the staff.

8.5 The Provider reserves the right to change the assigned room to a room of the same or a higher category if required for operational reasons. Such change does not give rise to a claim for compensation if the guest receives a room corresponding to the agreed category or a higher category.

9. Spa, wellness and health-related services

9.1 Spa and wellness services are provided according to the type of reservation, capacity possibilities, operating hours, the guest’s health condition and any recommendations of a doctor or professional staff.

9.2 Before using treatments, the guest is obliged to inform the Provider of all circumstances that may affect the safe provision of the service, in particular health restrictions, contraindications, allergies, pregnancy, acute difficulties, infectious diseases, mobility limitations or medication taken, if relevant to the treatment.

9.3 The Provider may refuse or modify the provision of a treatment if its performance could endanger the health of the guest, employees or other persons, or if the guest does not follow the staff’s instructions.

9.4 Treatment times are scheduled according to the operational possibilities of the hotel. A change of treatment time is possible only by agreement with the Provider. Failure to attend a treatment without timely apology may be considered a used service without entitlement to replacement.

9.5 If the guest, by their own decision, does not use a service included in the package, they do not automatically become entitled to a refund of a proportional part of the price, unless agreed otherwise in advance. A treatment also does not have to be provided if its performance is not suitable with regard to the guest’s health condition, health restrictions or contraindications. Basic contraindications are listed on the Provider’s website; the final assessment of the suitability of a specific treatment is always made by the Provider’s professional staff.

10. Meals and dietary requirements

10.1 The scope of meals is stated in the reservation confirmation. Meals may be provided in the form of breakfast, half board, full board, menu, buffet or another form according to the offer of the specific hotel.

10.2 Dietary, allergen-related, vegetarian, vegan or other individual requirements must be communicated by the guest in advance. The Provider will try to arrange them subject to operational possibilities, but is not obliged to guarantee fulfilment of all individual requirements unless expressly confirmed.

10.3 Unused meal services are not compensated or refunded unless agreed otherwise in advance.

11. Pets, smoking and safety

11.1 Accommodation of pets is possible only in hotels and rooms where the Provider allows it and only after prior confirmation. A fee may be charged for a pet. The guest is responsible for damage, soiling or disturbance of other guests caused by the animal.

11.2 Smoking is permitted only in designated areas. Breach of the smoking ban in the room or inside the hotel may be sanctioned by a fee for special cleaning, compensation for damage or loss caused by the room being unavailable for further sale.

11.3 The guest is obliged to comply with the hotel’s fire, safety, hygiene and operational instructions. Tampering with fire detectors, fire extinguishing equipment, safety systems or other technical equipment of the hotel is prohibited unless it is an actual emergency.

12. Parking and guests’ belongings

12.1 Parking is provided according to the capacity possibilities of the specific hotel. Unless expressly confirmed otherwise, a parking space is not an automatic part of the reservation and may be subject to a fee.

12.2 The guest is obliged to take care of the protection of their personal belongings and valuables. We recommend storing valuables, cash, jewellery, documents and electronics in the hotel safe, if available.

12.3 The Provider is liable for guests’ belongings only to the extent stipulated by applicable legal regulations. The Provider is not liable for damage caused by the actions of the guest, a third party, force majeure or failure to follow the hotel’s instructions.

13. Guest’s liability for damage

13.1 The guest is liable for damage caused to the property of the Provider, other guests or third parties if caused by the guest, a person accommodated with the guest, the guest’s visitor, child, animal or a person whom the guest allowed to enter the hotel.

13.2 In the event of damage to the room, equipment, textiles, electronics, keys, cards, hotel facilities or extraordinary soiling, the Provider is entitled to claim compensation for the actual damage, costs of repair, cleaning, replacement or costs associated with taking the room out of operation.

13.3 The guest is obliged to report damage without undue delay to the reception or the responsible hotel employee.

14. Claims and complaints

14.1 The guest is obliged to make any claim or complaint without undue delay, ideally immediately during the stay, so that the Provider can examine the situation and arrange a remedy.

14.2 A claim may be made at the reception, by e-mail, in writing or in another demonstrable manner. The claim should include the guest’s identification, dates of stay, reservation number, description of the problem and any evidence, such as photographs or communication.

14.3 The Provider will handle the claim within a reasonable period according to its nature and complexity. Consumer claims will be handled in accordance with applicable legal regulations.

14.4 If the guest does not report a defect in the service in time and the Provider has no opportunity to remedy it during the stay, the subsequent assessment of the claim may be limited.

15. Out-of-court settlement of consumer disputes

15.1 If a consumer dispute arises between the Provider and the guest as a consumer and cannot be resolved directly, the consumer has the right to contact the competent body for out-of-court settlement of consumer disputes.

15.2 The body for out-of-court settlement of consumer disputes is usually the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Štěpánská 15, 120 00 Prague 2, website: adr.coi.cz.

15.3 The European Online Dispute Resolution (ODR) platform was discontinued as of 20 July 2025; therefore, this document does not contain a link to its use.

16. Personal data protection

16.1 The Provider processes personal data of guests and ordering parties to the extent necessary for the conclusion and performance of the contract, keeping guest records, fulfilling statutory obligations, protecting the Provider’s rights, communicating with the guest and, where applicable, for marketing communication if there is a legal basis or consent.

16.2 Detailed information on personal data processing is provided in a separate document, Personal Data Processing Policy / GDPR, which is available on the Provider’s website or upon request from the Provider.

17. Force majeure and operational restrictions

17.1 The Provider is not liable for the impossibility or limitation of providing services caused by circumstances that it could not reasonably influence, in particular a natural event, accident, power outage, decision of a public authority, epidemic, security risk, strike, technical failure or another force majeure event.

17.2 In the event of a significant operational restriction, the Provider will attempt to offer the guest a reasonable alternative solution, change of date or another solution according to the nature of the situation and the possibilities of the hotel.

18. Final provisions

18.1 These Terms are governed by the laws of the Czech Republic.

18.2 If any provision of these Terms proves to be invalid or ineffective, this shall not affect the validity of the remaining provisions. The invalid or ineffective provision shall be replaced by a provision that most closely corresponds to the purpose of the original intention.

18.3 The Provider is entitled to amend or supplement these Terms. For a specific reservation, the Terms valid at the time of its confirmation are decisive, unless agreed otherwise with the guest.

18.4 These General Terms and Conditions become effective on the date of publication or on the date of approval by the Provider, whichever occurs later.