General Terms and Conditions

Complaints Procedure

1. General Provisions
These General Terms and Conditions (hereinafter referred to as "GTC") issued by INVEST - TATRA, s.r.o., with registered office at Robotnícka 258, 017 01 Považská Bystrica, ID No.: 36 346 799, registered in the Commercial Register of the District Court of Trenčín, Section: Sro, Insert No.: 15931/R (hereinafter referred to as "INVEST - TATRA, s.r.o." or just "operator"), refer to the reservation of accommodation services (hereinafter referred to as "services") provided by INVEST - TATRA, s.r.o. in the Hotel Panorama operated by it (hereinafter referred to as "hotel"), the use of the online reservation system operated by INVEST - TATRA, s.r.o, and the offline reservation system (telephone and e-mail reservations), payment terms, cancellation terms, as well as all other rights and obligations arising from the legal relationship of reservation of services.

The customer has the opportunity to book the services provided in Hotel Panorama, Strbské Pleso. The customer has
the possibility to book the services through the online internet booking system available on the website www.hotelpanorama.sk or by telephone or e-mail booking.
By booking the services, the customer declares that he/she has read and understood these GTC. INVEST - TATRA, s.r.o. is entitled to unilaterally change these GTC, such change being effective against the customer from the date of publication of the changed version of the GTC, whereby the version of the GTC valid and effective on the date of the customer's reservation is decisive for the customer's reservation. The Customer is advised to familiarise themselves with the currently valid and effective version of the GTC, which is available on the website www.hotelpanorama.sk, before making any individual reservation. At the Customer's request, the currently valid and effective version of the GTC may be sent by the Operator to the Customer by means of an e-mail message containing a link to the currently valid and effective version of the GTC to the Customer's e-mail address provided by the Customer when first contacting INVEST - TATRA, s.r.o. when making a reservation under these GTC.

Reservation
2.1. Online reservation
When making an online reservation, the customer has the opportunity to search for the current available accommodation capacities in the hotel according to
requirements entered by the customer in the online reservation system (e.g. arrival date, departure date, room type, number of rooms, number of persons and age composition, additional services, etc.) located on the operator's website www.hotelpanoarma.sk at the prices indicated directly during the online booking on the website after entering the customer's requirements in the form located there.
During the online booking, after selecting the customer's basic requirements (arrival date, departure date, room type, number of rooms, number of persons and age composition, additional services, etc.), the customer fills in all the data required in the form.

When booking online, the customer pays the price of the services booked by online payment (card payment) or online bank transfer. The Operator reserves the right to extend or restrict the various methods of online payment for booking in relation to individual dates. The customer is informed of the online payment options directly on the website through which he/she makes the reservation, after filling in all the required data and before paying for the services booked and confirming the order with the obligation to pay.

After filling in all the required data in the form and after making the online payment (payment by card),
will immediately send the customer a confirmation of the reservation to the email address provided by the customer when making the reservation
. The confirmation contains basic information about the stay and the participants of the stay,
services booked and paid for, information about the hotel, information (in the form of a link to the relevant website) about the GTC and cancellation conditions and other additional information (check-in, check-out, options for additional services, etc.).

2.2. Offline booking
a) Email booking
For email booking, the customer has the option to contact the operator by email to the email address recepcia@hotelpanorama.sk.

In the e-mail, the customer is obliged to specify the basic requirements for the services (number of persons and age of children, number of rooms, type of room, date - arrival date and departure date, name and surname of the customer, any additional requirements of the customer, additional services, etc.). Upon receipt of the customer's e-mail enquiry, the operator shall either contact the customer with a request to clarify the criteria sent by the customer or to complete the necessary information or, in the case of a complex enquiry, the operator shall send the customer, at the customer's e-mail address from which the operator received the e-mail enquiry to book the services, a quotation for the services drawn up in accordance with the customer's requirements specified in the e-mail.

The validity of the quotation is 24 hours from the moment of its creation by the operator and is a quotation
non-binding, i.e. it does not constitute the customer's right to the services (capacity) and price selected by him.

In case the customer chooses one of the quotations sent by the operator, he/she contacts the operator by e-mail within 24 hours to confirm his/her interest with specific data about the stay and its conditions of the booked services (arrival and departure date, room type, number of rooms and their occupancy, number of participants and their age, catering services, etc.). If, by the time the customer's confirmation of interest is received by the operator, the possibility of booking the services selected by the customer (capacity, etc.) or a change in price has been made, the operator shall send the customer a new quotation and, if the customer is not interested in the change, the communication between the customer and the operator, as well as the request and the quotation, shall cease, without the customer being entitled to any financial or non-financial compensation or damages. If in the meantime the services selected by the customer have been paid for, the operator shall reimburse the customer for the amount paid by the customer within 14 days of the date of termination of the request and offer, by wire transfer to the customer's bank account from which the payment was made. In the event that the services selected by the customer and/or their price are up-to-date and valid by the time the operator receives confirmation of the customer's interest, or if the customer, in the event that these have changed, also expresses interest in the changed services and/or price, the operator shall send the customer by e-mail information about the provisional reservation containing information about the services selected by the customer, the customer's name and surname, the date of arrival and departure, the type of room, the number of guests and their age, the price of the stay, information on what is included in the price of the stay, payment terms, cancellation terms, etc.

The pre-booking information is also the basis for the payment of the services selected by the customer, which contains information on the due date, the variable symbol of payment and the method of payment. If the price is not paid properly and on time (in the correct amount with the correct variable symbol and within the due date), the provisional booking is cancelled by the operator and the customer's right to the provisional booking is terminated and the customer is notified by e-mail of the cancellation of the provisional booking, without the customer being entitled to any financial or non-financial reimbursement or compensation for damages.

After the customer has paid for the selected services, a confirmation of the reservation is sent to the customer by e-mail. The booking confirmation contains basic information about the stay and the participants of the stay, the services booked and paid for, information (in the form of a link to the relevant website) about the GTC and cancellation conditions, and other additional information (check-in, check-out, options for additional services, etc.).
The booking confirmation is sent to the customer by e-mail to the e-mail address provided by the customer at
during the booking process, immediately after the funds for the accommodation and related services booked by the customer have been credited to the bank account of the operator.

b) Telephone booking
When making a telephone booking, the customer has the opportunity to contact the operator by telephone at the telephone numbers published on the operator's website and at the times specified by the operator and published on the operator's website, in order to obtain a quotation for the services selected by the customer.

The telephone conversation may be recorded for the purpose of controlling and improving the quality of services provided by the operator.

The provisions of point 2.2 (a) of these GTC apply to the procedure for telephone booking otherwise. If the customer does not have an e-mail address, the operator shall agree with the customer on the method of communication and delivery of documents individually.

2.3 Common provisions for reservations
By making a reservation, the customer declares and is responsible for the fact that he/she is an adult (18 years of age or older) and is legally capable of performing legal acts, i.e. is capable of acquiring rights and assuming obligations on his/her own behalf.

The contractual relationship between the operator and the customer arises at the moment when the customer receives a booking confirmation from
operator.

Until the moment of delivery of the booking confirmation to the customer, the customer's booking is not binding for any of the parties (neither for the customer nor for the operator) and the customer does not have the right to reserve the requested capacity (type of room, number of persons, number of rooms, etc.) or the right to the price of the services stated in the price offer, i.e. it is a so-called non-binding reservation. The reservation becomes binding only when the funds are credited to the operator's bank account and the confirmation of the reservation is received.

An e-mail message shall be deemed to have been received at 9.00 a.m. on the day following the day on which it is sent, unless a message stating that delivery is not possible is received by the sending party within this period. In the event that the customer does not receive the e-mail message containing the booking confirmation within 5 working days of payment of the price of the services booked by him, the customer is advised to contact the operator's booking department by telephone or e-mail.

The day of payment of the booked services is the day of crediting the funds in the correct
(invoiced) amount to the bank account of INVEST - TATRA, s.r.o..

In the case of offline bookings made by the customer 7 days or less prior to the arrival date, service bookings can be made only if the capacity and operational possibilities of the operator allow it. The operator reserves the right to shorten the due date of the services selected by the customer, which the operator informs the customer about in the pre-booking information.

When making a reservation, the customer is obliged to specify the exact number of persons who are to be a participant in the reserved stay, in the case of children under the age of 18 also their age. The decisive moment for determining the age of children under 18 is the day of arrival. If the customer making the reservation is not the participant of the stay, he/she is obliged to indicate the name and surname of the adult person, e-mail address and telephone number for whose benefit the reservation will be made.

The operator guarantees the customer the type of room specified in the
booking confirmation after the booking has been confirmed. In the event of an operational or capacity need, the operator reserves the right
to provide the customer or participants with the provision of services in a room of the same or comparable standard as the room type indicated in the booking confirmation without incurring the obligation of the customer to pay the additional price of the accommodation services.

In the event of a customer's request for a specific room in the hotel (e.g. a specific room number, view, floor, orientation to the world, etc.) within one and the same room type as indicated in the booking confirmation, the operator will comply with the request if the hotel's capacity and operational possibilities allow it and only upon payment of a booking fee for a specific room in the amount of 50% of the price of the accommodation services for each one night (overnight stay). In the event of non-payment of the fee or failure to specify this request when booking, the operator cannot guarantee the provision of services in a specific room. In this case, the customer or participant is not entitled to any financial or non-financial compensation or damages, nor is he/she entitled to make a claim on this account.

3. Payment terms
The customer is obliged to pay the price for the booked services in full (100%) at the time of booking, unless otherwise agreed with the operator.

The form of payment depends on the customer's chosen method of booking services (online or offline booking). The Operator reserves the right to extend or restrict individual payment methods for booking in relation to individual methods of booking services or individual dates. The customer is informed of the payment options directly on the operator's website, after filling in all the required data and before paying for the services booked and confirming the order with the obligation to pay, or is informed directly by the operator's employee by e-mail or by telephone when making an offline booking. For offline bookings, payment can be made by wire transfer or payment through a payment gateway, unless otherwise specified by the operator. The customer is obliged to comply with the payment method specified by the operator.

Bank charges associated with the payment of the price for the services booked by the customer shall be borne in full by the customer.

The price for accommodation and related services also includes value added tax in accordance with the relevant
legislation. However, the price does not include local tax, which the customer is obliged to pay directly to the hotel according to the local tax rates applicable under the relevant legislation at the time of the customer's stay at the hotel.

The bill for services (tax receipt) is issued to the customer on the day of departure directly at the hotel reception. If the customer wishes to have a tax document issued in the form of an invoice issued in favour of a legal entity or a natural person - entrepreneur and makes the reservation online, he/she is obliged to request this from the operator before the actual payment for the stay, i.e. before he/she pays for the reservation by credit card (in the case of the credit card payment option) or before he/she enters a bank payment order for payment (in the case of the bank transfer payment option). When making an online reservation, the customer shall indicate his/her request in the "comments" field in the online reservation system, where he/she shall provide the exact and correct billing details of the legal entity (business name, registered office, business registration number, VAT number, VAT number, registration in the commercial register, bank connection) or the natural person - entrepreneur (business name, place of business, business registration number, VAT number, VAT number, registration in the trade or other register, bank connection) to the operator. It is no longer possible to change the billing data after the customer has made a payment by credit card or entered a bank payment order during the online booking. In the case of an offline booking, this request and the exact and correct billing details must be indicated directly when making the booking in an email to the operator or by telephone. Changing the billing details in the case of an offline booking after payment for the stay has been made is no longer possible.

Reservation changes, non-arrival, early departure, cancellation,
cancellation conditions
4.1.Reservation changes
Any changes to the reservation (change of dates, change of the number of persons or age categories of persons, change of the scope of the reserved services - limitation or extension, etc.) are possible after the confirmation of the reservation only if the operational and/or capacity possibilities of the operator allow it. The customer has no legal right to make changes to the reservation after confirmation of the reservation.

The customer can request a change of the booked accommodation and related services by phone or email through the reservation department of the operator.

If the Customer requests a change to a confirmed reservation that cannot be accommodated for capacity or other
operational reasons on the part of the Operator, the Operator shall not be obliged to accommodate the Customer's request for a change to a confirmed reservation and the Operator shall have the right to refuse the Customer's request, without the Customer being entitled to any compensation or any other financial or non-financial consideration from the Operator.

The Operator reserves the right to individually assess the Customer's request to change the date
of the booked services, exclusively under the conditions set by the Operator, about which the Operator informs the Customer after the Customer's request to change the date of the booked services and before confirming the change of the date of the booked services based on the Customer's request. In the event of a change of the date of a confirmed reservation, the terms and conditions established by the Operator, of which the Operator informs the Customer before confirming the change of the date of the booked services, shall prevail over the provisions of these Terms and Conditions. A change of the date of the confirmed reservation is only possible within the period up to the date of the Operator's entitlement to a cancellation fee under these terms and conditions, provided that the capacity and operational possibilities of the Operator and the Hotel allow it. In this case, the previously issued booking confirmation shall be cancelled and the price paid by the customer for the services previously booked shall be deemed to be payment (partial payment) for the changed booked services. In the event that the customer's obligation to pay the price arises in connection with the granting of the customer's request to change the date of the booked services, the customer is obliged to pay the difference in the price of the services on the changed date compared to the originally booked date to the operator by wire transfer to the operator's bank account and in the manner specified in the confirmation sent to the customer by e-mail to the e-mail address provided by the customer when making the original booking. Only after the customer has paid the balance is a new booking confirmation sent to the customer, and only at this point does the customer have the right to the provision of the services booked on the changed date. In the event that there is no increase in the original price paid by the customer in connection with the granting of the customer's request to reschedule the booked services, the price previously paid by the customer for the services shall be deemed to be the price of the services on the rescheduled date. The rescheduling of the booked services is not possible after the date specified in the third sentence of this clause of the Terms and Conditions.

The operator reserves the right to individually assess the customer's request for a change in the number of reserved beds, rooms or number of persons, or change of persons (change of participant stay), exclusively under the conditions set by the operator, which the operator informs the customer after the customer's request for a change in the date of the booked services and before confirming the change in the date of the booked services based on the customer's request. In the event of such a change to the confirmed reservation (booked services), the terms and conditions set out by the Operator shall prevail over the provisions of these Terms and Conditions, of which the Operator shall inform the Customer prior to confirming the change of the date of the booked services. A change to a confirmed reservation may only be made up to the day prior to the day of arrival, provided that the capacity and operational possibilities of the Operator and the Hotel so permit. The customer has no legal right to such a change. In the event that the customer is obliged to pay the price in connection with the granting of the customer's request for a change pursuant to this clause of the GTC, the customer is obliged to pay the difference in the price of the services compared to the original price to the operator
in the manner specified in the confirmation sent to the customer by e-mail to the e-mail address provided by the customer when making the original reservation. Only after the customer has paid the additional amount is the customer sent a confirmation of the reservation with the change, and only at this moment the customer is entitled to the provision of the services booked by him in the changed scope. In the event that there is no increase in the price originally paid by the customer in connection with the granting of the customer's request to change the scope of the services booked, the price previously paid by the customer shall be deemed to be the price of the services in the changed scope.

The Operator reserves the right to individually assess and determine the validity of the customer's request to change the confirmed reservation for serious reasons on the part of the customer or the person who is to be
a participant of the stay (e.g. accident, serious illness, death, etc.), and for the purpose of assessing such a customer's request, the customer is obliged to prove to the Operator the existence and duration of the serious reasons (e.g. certificate of hospitalization, medical report, death certificate, etc.). The customer is not legally entitled to a change or any financial or non-financial compensation in these cases.

4.2 Failure to check-in, failure to use the booked services in full
In the event of failure to use the booked services for any reason whatsoever on the part of the customer or the person who is to be a participant in the stay, or for no reason whatsoever (failure to check-in), the customer shall not be entitled to any financial or non-financial compensation, compensation or damages.
In the event of non-use of the booked services for any reason whatsoever on the part of the customer or the person to be accommodated, or without stating the reasons in full (early departure from the stay, late arrival date), the customer shall not be entitled to any financial or non-financial compensation, compensation or indemnity.

The Operator reserves the right to individually assess and determine the legitimacy of the request of the customer
regarding the provision of any compensation for non-arrival or non-use of the booked services in their entirety due to serious reasons on the part of the customer or the person who is to be a participant in the stay (e.g. For the purpose of assessing such a request from the customer, the customer is obliged to prove to the operator the existence and duration of the serious reasons (e.g. certificate of hospitalization, medical report, death certificate, etc.). The customer is not legally entitled to compensation in these cases.

4.3 Cancellation, cancellation
At the moment of conclusion of the distance contract for the provision of services, the customer is not entitled to withdraw from
the contract for the provision of services within the meaning of § 7 (6) (k) of Act No. 102/2014 Coll. on consumer protection in the sale or provision of services under a distance contract or a contract concluded outside the seller's business premises and on amendment and supplementation of certain acts, as amended.

The Operator allows the Customer to cancel a confirmed reservation (from the moment of the contractual relationship) for any reason or no reason, in writing to the Operator's registered office address specified in clause 1 of these GTC, or electronically by e-mail cancellation notification sent to the e-mail address specified in the reservation confirmation.

In the event of cancellation of a reservation according to the previous sentence, the Operator shall be entitled to the payment of a cancellation fee according to the currently valid cancellation conditions specified for the specific reservation at the moment of cancellation of the
reservation by the customer.

The provisions of this clause 4.3 of the GTC shall also apply mutatis mutandis in the event of partial cancellation of the reservation (shortening of the stay, reduction of the number of persons, etc.).

In the event of non-arrival of the customer or participants or any of them for the booked stay according to point 4.2 of these GTC, the customer is obliged to pay a cancellation fee of 100% of the price of the booked and confirmed services.

For the application of the cancellation fee and the determination of its amount, the date of arrival (day of arrival) indicated in the booking confirmation is decisive. In the event of cancellation or partial cancellation of the reservation or non-arrival of the customer or participants or any of them, the operator shall send the customer by e-mail a notice of the operator's claim to the cancellation fee and its amount in accordance with these GTC according to the currently valid conditions of the reservation from the date of cancellation or partial cancellation of the reservation or in the case of non-arrival from the date specified as the day of arrival for the stay. By booking accommodation and related services according to these GTC, the Customer agrees and acknowledges that the Operator is entitled to unilaterally set off the Customer's claim for a refund of the price paid by the Customer for the booked accommodation and related services against the Operator's claim for payment of the cancellation fee in the amount specified in these GTC, in the amount of
in the event of cancellation or partial cancellation of the booking or non-arrival, to the extent that these claims are overlapping, whereby the amount exceeding the mutual claims of the Customer and the
Operator in favour of the Customer shall be reimbursed by the Operator to the Customer in the same manner as
payment for the booked accommodation and related services was made by the Customer, depending on the form of payment chosen by the Customer when booking the stay, within 14 days of the day following the date of cancellation or partial cancellation of the booking or non-arrival. The bank charges associated with the refund shall be borne in full by the customer.

The operator reserves the right to individually assess the cancellation or partial cancellation of the reservation by the customer in the event of serious reasons on the part of the customer or one of the participants of the stay (e.g. accident, serious illness, death, natural disaster, etc.) and the customer is obliged to prove to the operator the existence and duration of the serious reasons.

4.4 Change or cancellation by the operator, force majeure
In the event that for reasons on the part of the operator or the hotel (operational reasons, capacity reasons, etc.), the operator shall immediately inform the customer of this fact by e-mail to the e-mail address provided by the customer at the time of booking or by telephone, and at the same time, depending on the capacity and operational possibilities of the hotel, shall submit a proposal for the use of the services on a different date, without the customer being obliged to pay the additional fee for the services so provided.

If the customer accepts the operator's offer, the customer shall not be entitled to any further financial or non-financial compensation or damages.

In the event that the customer does not accept the operator's offer, the customer's reservation is cancelled and the operator will refund the customer the price paid for the booked services in the same way as the payment for the booked services was made by the customer, depending on the form of payment chosen by the customer when booking the stay, according to the currently valid cancellation conditions of the reservation from the day following the date of cancellation.

The operator shall not be obliged to provide the customer or the participants of the stay with the booked services at all or to the agreed extent in the event of the occurrence of circumstances that exclude liability. Circumstances precluding liability are obstacles which have arisen independently of the Operator's will and which prevent the Operator from fulfilling its obligations and it cannot reasonably be assumed that the Operator would have been able to avoid or overcome the obstacle or its consequences, nor that the Operator could have foreseen the obstacle at the time of the contractual relationship, i.e. force majeure (natural disasters, pandemics, epidemics, strikes, war conflicts, catastrophes, supply disruptions, etc.) beyond the control of the operator and which prevent or impair the performance of the operator's obligations. In the event of the occurrence of circumstances of so-called force majeure, the operator is obliged to immediately inform the customer of this fact, including an indication of the expected duration of the force majeure. In such a case, the operator shall agree with the customer individually on how to resolve the situation. However, the customer shall not be entitled to compensation for any damages resulting from circumstances excluding liability.

5. Complaints Procedure
The complaints procedure contained in Article 5 of these GTC applies exclusively to claims arising from defects in the services provided by the operator from the moment of the commencement of the reservation of services by the customer until the moment of the customer's arrival at the hotel.

The provision of services by INVEST - TATRA, s.r.o. is governed by the relevant provisions of Act No.
40/1964 Coll. of the Civil Code, as amended, in conjunction with the relevant provisions of Act No. 250/2007 Coll. on Consumer Protection and on Amendments to the Act of the Slovak National Council No. 372/1990 Coll. on Offences, as amended, and other generally binding legal regulations.

The customer has the right to the provision of services in the agreed or usual scope, quality, quantity and time.

The customer is obliged to claim for defects in the services (claim) without undue delay after discovering the reasons for claiming, but no later than the next calendar day, otherwise the right to claim expires. The Customer has the possibility to make claims for service defects (claims) electronically via e-mail sent to the e-mail address recepcia@hotelpanorama.sk or in writing to the address of the registered office of INVEST - TATRA, s.r.o. within the time limit set out in these GTC. In the case of a written complaint, the time limit is deemed to be observed if the written complaint is delivered to INVEST - TATRA, s.r.o. on the first working day after the Customer's right to make a complaint arises. In the event of the customer's right to claim for service defects during the stay in the hotel, the customer or the participant is obliged to make this claim no later than the end of the stay (by the day of departure) directly at the reception of the hotel concerned, otherwise the right to claim expires.

When making a claim, the customer is obliged to provide details of the confirmed reservation, while INVEST - TATRA, s.r.o. is entitled to request from the customer the confirmation of the reservation itself. INVEST - TATRA, s.r.o. will, after examining the claim, decide on the method of handling the claim immediately, in more complex cases within 3 working days. The time limit for processing the complaint shall not exceed 30 days from the date of its application. For the purpose of handling the complaint, the customer is obliged to provide contact details through which he/she will be informed of the method of handling the complaint in the event that it is not possible to handle the complaint immediately after it has been submitted. The customer is obliged to provide INVEST - TATRA, s.r.o. with the necessary assistance required by INVEST - TATRA, s.r.o. for the proper handling of the complaint.

If INVEST - TATRA, s.r.o. accepts the validity of the customer's complaint,
will provide the customer with an alternative (the possibility of accommodation in another room of the same or higher standard on the same or alternative date). If the customer does not agree with the provision of the substitute service or if the hotel's operational and/or capacity possibilities do not allow the handling of the justified complaint in the manner according to the previous sentence, the customer will be refunded the price paid by the customer for the booked services in the case of a justified complaint, or a discount from the price paid by the customer for the booked services will be provided in the amount determined by INVEST - TATRA, s.r.o...

INVEST - TATRA, s.r.o. reserves the right to individually assess each case of service complaint and to assess the legitimacy of the complaint and the customer's requirements.

INVEST - TATRA, s.r.o. shall not be liable for failure to provide services and/or failure to use the services of
by the customer, or inability to use the services booked and paid for by the customer to the full extent due to reasons of force majeure. Force majeure is defined as a situation that makes it impossible to fulfil the obligations arising from a legal relationship (e.g. natural disasters, pandemic, epidemic, permanent energy shortage, armed conflicts, state of war or emergency, war).

Alternative Dispute Resolution
If the customer - consumer, a natural person who does not act within the scope of his/her business activity, employment or profession when concluding and performing a consumer contract, is not satisfied with the manner in which the operator as a seller has dealt with his/her complaint or believes that the operator has violated his/her rights, the customer has the right to contact the operator as a seller with a request for redress. If the operator responds to the customer's request pursuant to the preceding sentence in a negative manner or fails to respond to such request within 30 days from the date of its dispatch by the customer, the customer shall have the right to submit a proposal for the initiation of an alternative dispute resolution to the alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution of consumer disputes and on amendment and supplementation of certain acts. The competent entity for alternative dispute resolution of consumer disputes with the operator as a seller is a) the Slovak Trade Inspection Authority, which can be contacted for the above purpose at the Central Inspectorate of the SOI, Prievozská 32, mail folder 29, 827 99 Bratislava or electronically at adr@soi.sk or b) another competent authorised legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of authorised entities is available at http://www.mhsr.sk/list-of-subjects-of-alternative-resolution-of-consumer-disputes/146987s), while the customer has the right to choose which of the above-mentioned alternative dispute resolution entities to turn to. The customer may use the online alternative dispute resolution platform available at http://ec.europa.eu/consumers/odr/index en.htm to submit a proposal for alternative dispute resolution of his consumer dispute. For more information on alternative dispute resolution for consumer disputes, please visit the website of the Slovak Trade Inspection Authority: http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi.

6. Privacy Policy
Information regarding the protection of personal data is set out in the Privacy Policy and is published on the website www.hotelpanorama.sk.

7. General Provisions
The information provided to the customer in the booking confirmation is binding for the customer and the participants of the stay.
The customer is obliged to check all the information in the booking confirmation properly after receiving it and in case of any ambiguities, questions or discrepancies, to contact the operator immediately in order to resolve the situation. Discrepancies subsequently discovered which the customer should or could have discovered after receipt of the booking confirmation cannot be taken into account and are not grounds for a complaint by the customer or the participants.

The operation of the hotel depends on the operator's decision and information about the current product and service offers, possible restrictions in the operation of the hotel, additional services (catering, wellness) as well as other services provided by the operator at the hotel location, as well as information about possible restrictions in the operations are available daily on the operator's website www.hotelpanorama.sk or at the reception of the hotel.

The customer and the participants acknowledge that the check-in and check-out time is determined individually by the hotel depending on its capacity and operational possibilities. Unless otherwise stated in the booking confirmation or subsequently in the operator's accommodation regulations, check-in is possible on the day of arrival according to the booking from 14.00 and check-out is on the day of departure according to the booking until 10.00.

In case of special requests (baby cot, late check-in or check-out, early check-in or check-out, reservation of additional services (massages, wellness, parking services, etc.), the customer is obliged to contact the hotel reception directly. Information about additional services at the hotel is available on the hotel's website or is provided directly to the customer or the participant via the hotel reception. In the interest of customer satisfaction, it is always recommended to enquire about any special matters prior to arrival at the hotel.

Neither the customer nor the participants of the stay have the right to compensation or any other financial or non-financial compensation due to the fact that for operational reasons on the part of the operator or the hotel it was not possible to provide the customer or the participant of the stay with additional services in full (e.g. limitation of wellness, increased noise due to the organization of a party in the hotel premises, etc.).
The hotel operator reserves the right to require the customer or participant to provide a security deposit in the form of a pre-authorisation on the customer's or participant's payment or credit card or other form of financial security, whereby by indicating the security deposit on the registration form or a separate form, the customer or participant gives consent to the security deposit and its use for the purpose of payment by the customer or participant of the services used and not paid for (e.g. consumption from the minibar, consumption in the bar, unpaid services, etc.) or compensation for damage caused by the customer or participants during their stay in the hotel to the property of the operator or the hotel.

8. Final Provisions
These GTC, as well as all legal relations arising on the basis of these GTC and in the course of making a reservation under these GTC, are governed by the laws of the Slovak Republic. All legal relations not governed by these GTC shall be governed by generally binding legal regulations in force in the territory of the Slovak Republic.
Any dispute arising out of these GTC or legal relations arising out of them, including a dispute over the interpretation of these GTC, in the event that no amicable settlement of the dispute is reached between the parties to the legal relationship, shall be subject to the jurisdiction of the Slovak courts.

If any provision of these GTC is or becomes invalid, ineffective or unenforceable,
the validity and effectiveness of the remaining provisions of these GTC shall not be affected by such invalidity, ineffectiveness or unenforceability.

These GTC shall come into force and effect on 1.9.2022.

In Považská Bystrica, on 1.9.2022

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