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COMPLAINTS POLICY OF HOTEL HILLS

Art. I. Basic provisions

1. In order to ensure the correct procedure in handling complaints about defects in goods and services sold and provided at Hotel Hills, the following complaints policy is issued based on Act No. 250/2007 Coll. on Consumer Protection, as amended, and Act No. 40/1964 Coll., the Civil Code, as amended:
2. The seller is obliged to properly inform the customer about the conditions and method of complaints, including information on where the complaint can be filed, and about the performance of warranty repairs.
3. This complaints policy is in accordance with Section 18, Paragraph 1 of the Consumer Protection Act placed in a visible place accessible to the customer (at the hotel reception and the website www.hotelhills.sk)
4. By personally accepting the goods or the provided service, the consumer agrees to the complaint procedure and confirms that he has been familiarized with its content.
5. For the purposes of this complaint procedure, a complaint is understood as the application of liability for defects in the goods or service and the settlement of the complaint is the termination of the complaint procedure
   by handing over the repaired goods, exchanging the goods, refunding the purchase price of the goods or service, paying an appropriate discount on the price of the goods or service, a written invitation to accept the performance or its justified refusal.
6. The rights and obligations of the consumer and the provider are governed by the relevant legal regulations of the Slovak Republic

Art. II Right of liability for defects

In the event that the customer of the Hotel Hills is provided with goods or services of lower quality or lower scope than previously agreed or as is usual, the customer has the right to complain about any shortcomings in the services provided and defects in the purchased goods, including the right to have them removed, replaced, supplemented, or to provide a new service in lieu or an appropriate discount on the agreed price of the paid services or goods.

Art. III. Exercise of rights of liability for defects (complaints)

1. If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a possible complaint immediately without undue delay with the provider at the establishment, at the head of the center, operator or other responsible person,
   receptionist, hotel operator or other responsible person (hereinafter referred to as the “responsible person”).
2. When making a complaint, the customer shall submit all relevant documents on the provision of the service and/or the acquisition of the goods (copy of the order, invoice, receipt from the cash register, etc.) in which the defect or deficiency is alleged. Without submitting a proof of purchase, the provider may not accept the complaint. The client shall make a complaint about deficiencies in the quality of food and beverages intended for immediate consumption in the restaurant or bar immediately upon discovering the deficiency, especially directly to the service worker.
3. If the deficiencies in food and beverages intended for immediate consumption concern quantity and weight, they must be made a complaint before consumption begins.
4. The client shall make a complaint about deficiencies in other goods or services in the restaurant or bar where the goods or services were purchased immediately, or without undue delay, based on the proof of purchase. The complaint may not be accepted without submitting a proof of purchase.
5. Complaints about deficiencies in accommodation can be made primarily to the reception staff without undue delay. The right to complain about defects in the accommodation will expire if it has not been exercised by the client’s departure.
6. When making a complaint, the client shall submit all relevant documents on the provision of the service or the acquisition of the goods in which he/she complains about the defect or deficiency.

Procedure for handling a complaint

Food services
a) Food defects are considered irremovable. If a defect occurs in food, meals or beverages, the client has the right to demand their replacement or refund of the amount paid, or a discount.
b) If the correct quality, weight, measure or temperature of the meals or beverages is not maintained, the client has the right to demand free, proper and immediate removal of the defect.

Accommodation services
The client is entitled to demand free, proper and timely removal of defects, namely:
a) Replacement of defective or addition of small room equipment.
b) If it is not possible to eliminate technical defects in the room assigned to the client (heating system failure, low water pressure, lack of hot water, power failure, etc.), and the hotel cannot offer the client other, alternative accommodation, and if the room is provided to the client despite these defects, the client has the right to a discount on the basic accommodation price by mutual agreement or to withdraw from the contract before the overnight stay and to a refund of the paid accommodation price. The complaint is handled by the director or head of reception, or an employee authorized by him, who is obliged to examine the complaint and decide on the method of handling it. If it is not possible to handle the complaint by agreement, the competent person for the hotel is obliged to write a complaint record with the client. In the record, the client shall state the exact designations of the service provided or the purchased goods, the time when the service was provided or goods purchased and a description of their deficiency.

Wellness services:
a) Complaints about deficiencies in the provision of wellness services can be made to the head of the center, operator or other responsible person.
b) The customer has the right to complain about the service only during the service. The customer is not entitled to a refund or discount on the service provided if he complains about it after it has been used up.

Art. IV Deadlines for exercising rights from liability for defects

1. The customer is obliged to make a complaint immediately, without undue delay, otherwise the right to complain expires. Warranty periods are set out in the provisions of Section 620 et seq. of the Civil Code.

Art. V Customer cooperation in complaints

The customer is obliged to personally participate in the complaint procedure and is obliged to provide objective information regarding the service provided. If the nature of the matter so requires, the customer must allow workers access to the space rented to him for temporary accommodation in order to be able to verify the validity of the complaint.

Article VI Final Provision

1. This complaint procedure shall enter into force on 1.6.2021
2. The Provider reserves the right to unilaterally change or modify the complaint procedure without prior notice to the client.