Article I

Introductory provisions

1. To ensure the correct procedure in applying claims for deficiencies in services and goods sold and provided at the Tourist Hostel Osada Liptovská Osada No.325, by FER PLACE, s.r.o. (hereinafter referred to as the “Accommodation Facility, Service Provider”), issues these Complaints Procedure Rules pursuant to Act No. 250/2007 Z.z. on Consumer Protection, as amended,. and Act no. 40/1964 Coll., Civil Code, as amended.

Article II.

Right and place of claim

1. The client has the right to provide services included in the price of the stay and agreed upon when ordering and subsequently confirming the order when arranging the stay. If it finds that these services are deficient in the quality or scope of the services provided or do not correspond to the agreed services or the level of services presented on the accommodation website, it has the right to make a complaint.
2. The Client is obliged to make a complaint in a timely manner without undue delay so that the remedy can be remedied, if possible on the spot.
3. The Client is obliged to exercise the right to remove the erroneously provided service immediately after its discovery, at the place of residence, with the service provider, so that the claimed defect can be remedied without undue delay. The client is obliged to make a written record of the exercise of the right of complaint in cooperation with the service supplier – Complaint Protocol, in which he is obliged to state:
a. indication of stay – at least by place and date of stay
b. identification of the complainant,
c. what the client claims (eg free remedy, substitute provision of service, if possible according to the nature of the service, reasonable discount on the price of the faulty service) d. signature of the customer and the supplier of the service or competent person
The complaint protocol serves as a basis for the complaint investigation. It must be made in two copies, one received by the client and the other by the service provider.
This document serves as a confirmation of the claim. The Client is also entitled to exercise the right of complaint additionally, but no later than 3 months after the end of the stay or, if the stay was not made, from the day when the stay was to be terminated under the contract. In such a case, the Client is obliged to make a complaint in writing, with the same information as in the Complaint Protocol and deliver it to the registered office of the accommodation facility. The Client is obliged to provide true information concerning the complaint about the shortcomings of the provided service, to provide assistance in handling the complaint, in particular to supplement the required facts, to provide information and explanations, and to submit documents proving the actual state. If the client fails to exercise his / her right within the set complaint deadlines or fails to comply with the complaint procedure, his / her entitlement to the complaint expires. If the Client does not use all or part of the ordered, paid and secured services for circumstances whose occurrence, course and consequence is not dependent on the activity and procedure of the service provider or the circumstances on the part of the Client, nor claim for reimbursement or discount. The accommodation does not bear any responsibility and does not guarantee the level, quality, scope, price, or damage incurred for services that are not provided by it, but are provided or organized by other entities that the client uses during their stay in the accommodation. The property is not responsible for damage caused by a client, third party or irreversible event, which could not be prevented even with every effort or as a result of unusual and unforeseeable events. The property is not responsible for possible delays in transport due to impaired road and border crossings, bad weather, or sudden technical failure, or a change in the route of the means of transport in order to maintain passenger safety.

Article III.

Procedure and handling complaints

1. The merits of the complaint shall be decided by the supplier of the service or by another competent person.
2. If the complaint is filed directly at the place of stay with the service provider, the customer is entitled to decide on the complaint immediately, in complex cases within three days, provided that the client’s requirements can be met.
3. If the complaint cannot be settled on the spot itself, the complaint shall be settled no later than 30 days from the date of the complaint with all required data, unless the client and the service provider agree on a longer period.
4. In the event that it is necessary to process the complaint longer than 30 days, especially in order to secure documentation in cooperation with third parties or abroad, the service provider will inform the client of this fact and the status of the investigation of the complaint.
5. The client will be informed in writing about the complaint handling.
6. In the case of a well-founded complaint, the service provider

Article IV.

Final provisions

1. These Complaints Procedure shall enter into force and effect on 1.1.2019.