General business conditions

Dear customer,

below you will find the general terms and conditions, complaint policy and accommodation policy.

The operator of the resort Resort Lúčky:

ID: 55 757 618

IBAN: SK5011000000002942269176

A company registered in the Commercial Register of the Municipal Court Bratislava III, section: Ltd., file no. 172762/B (hereinafter referred to as the “Operator”)

Identification data of the operator:

Resort Lucky Ltd.

Pribinová 38/A

Bratislava 811 09

Slovakia

Company ID: 55 757 618

Tax ID: 2122092049

VAT ID: SK2122092049

1. Introductory provisions

• The provision of accommodation, catering and other services to clients and the accommodation of clients in the Resort Lúčky resort is governed by generally binding legal regulations valid in the territory of the Slovak Republic and these General Terms and Conditions (hereinafter referred to as “GTC”), which contain the complaints procedure and are also the accommodation procedure. The client accepts the GTC as a contractual condition for accommodation in the Resort Lúčky resort and the use of services provided by the Operator and is obliged to comply with their provisions.
• The GTC are published at the reception of the Resort Lúčky and on the resort’s website.
• The operator reserves the right to unilaterally change the provisions of the GTC, with the change to the GTC being effective from the date of their publication on the website and at the resort’s reception.
• The client is a natural or legal person who has concluded a contract with the Operator or has ordered and uses the ordered services from the Operator, as well as a person who uses these services based on the order of the customer. The client is also a third party who has ordered services from the Operator but does not use the ordered services of the accommodation facility, while the latter is jointly and severally liable together with the accommodated guests for all obligations arising from the contract. If the contract is concluded by a natural person who, when concluding and fulfilling the contract, does not act within the scope of his business activity, employment or profession, the client is a consumer.

2. General terms and conditions

• These GTC apply to contracts for the accommodation of persons in the Resort Lúčky, contracts for the rental of accommodation facilities and other facilities in the Resort Lúčky for events and for the execution of events for rent, as well as for all other services provided to the client by the Operator. Other commercial and contractual conditions shall apply to the relationship between the Operator and the client only if they have been previously agreed in writing between the contracting parties.
• The accommodation contract between the Operator and the client is established by a written confirmation of the client’s orally or in writing submitted request for accommodation reservation in the Resort Lúčky. The accommodation contract is concluded for a fixed period.
• The contracting parties are the Operator and the client. In the case of an order for accommodation or other services by a third party, this party is jointly and severally liable with the client to the Operator for all obligations arising from the contract.
• Any sublease or further lease of rooms or facilities of the Resort Lúčky, as well as their use for purposes other than accommodation or other than contractually agreed, requires the prior written consent of the Operator.

3. Conditions for providing accommodation services to clients

• The Operator may accommodate in the resort only a client who is duly registered for accommodation. The client registers at the resort’s reception immediately upon arrival. For registration, the client is obliged to present to the responsible reception staff their identification document – ​​ID card, passport, or other valid identity document in accordance with Act No. 253/1998 Coll. on the reporting of residence of citizens of the Slovak Republic in the population register, as amended, and in accordance with Act No. 18/2018 Coll. on the protection of personal data, as amended.
• Every client who is not a citizen of the Slovak Republic is obliged, in accordance with Act No. 404/2011 Coll. on the residence of foreigners, to fill out and submit to the responsible reception staff an official form for reporting residence for the foreign police, provided to the client upon arrival.
• The client is obliged to provide all required information truthfully, completely, and accurately.
• A reservation can be made in the client’s own name or on behalf of a third party; registration and issuance of room keys are possible only in the presence of the person in whose name the reservation is registered.
• In exceptional cases, the Operator may offer the client accommodation different from what was agreed upon, provided it does not differ significantly from the accommodation confirmed in the order.
• Unless otherwise agreed with the client, the reserved accommodation in the resort is available to the client from 14:00 for apartments on the agreed day of the client’s arrival. The client has no legal right to use the reserved accommodation earlier.
• In the event of deficiencies in the provided accommodation or additional services, the consumer shall exercise the right to file a complaint without undue delay in accordance with the complaint procedure pursuant to Article 7 of the GTC. After the warranty period expires, the right to file a complaint expires. (When filing a complaint, the consumer shall present proof of payment for the services being complained about.)
• The accommodation used by the client must be vacated and handed over to the Operator by the client no later than 10:00 on the agreed day of departure.
• The accommodation is considered vacated and handed over to the Operator by the client after the client removes all their belongings, hands over the accommodation keys to the responsible reception staff, and notifies them of checking out. The Operator reserves the right to inspect the room’s inventory, payment, and any consumption by the client no later than one hour after the room is vacated and handed over by the client. The price list for damages and inventory is available at the reception. In case of loss of the entry card/keys to the accommodation, a fee of €5.00 per item will be charged.
• The reserved type of accommodation, which the client has not occupied by 20:00 on the agreed day of arrival, may be rented by the Operator to a third party. This does not apply if a later arrival was expressly agreed between the Operator and the client. In the case of a pre-agreed arrival after 20:00, the Operator has the right to charge the client a late arrival fee of €15.
• If the client requests an extension of the agreed accommodation period, the Operator may offer a different type of accommodation at a different price than the one in which the client was originally accommodated. The client has no right to accommodation in the type of accommodation in which they were originally accommodated or in another type of accommodation in the resort if, due to capacity or operational reasons, it is not possible to provide accommodation to the client.
• The client is entitled to use the resort’s services only if they agree to the GTC. It is recommended that the client familiarize themselves with these GTC in their own interest before making a reservation. When repeatedly using the resort’s services, the client is obliged to always familiarize themselves with the current version of the GTC. By confirming the reservation, the client confirms that they have read the General Terms and Conditions and their annexes, agrees with them, and undertakes to comply with them.

4. Payment for provided services

• The price list of services provided by the Operator is available for inspection at the resort’s reception and on the Operator’s website.
• The price of a recreational stay at Resort Lúčky includes: accommodation price, Wi-Fi connection, and a camera-monitored area.
• The price of a recreational stay at Resort Lúčky does not include: accommodation tax / local spa fee – payable at the reception upon arrival, €2 per night per adult and child over 12 years.
• The prices of additional services are available for inspection at the reception.
• Upon binding registration, the Operator is entitled to require the client to pay a deposit in the amount of 100% of the total amount, payable within 24 hours of the reservation confirmation. At the latest, 48 hours before the start of the stay, the payment must be credited to the Operator’s account.
• The Operator accepts both cash and non-cash payments (bank transfer or payments via terminal).
• Account number – IBAN of the Operator: SK5011000000002942269176
• The client is obliged to pay the agreed contractual prices for accommodation and other services used according to the price list.
• If the client shortens their agreed stay in the resort, the Operator has the right to charge the client the full amount of the agreed price for the entire duration of the agreed stay.
• In the event that, after paying the deposit, the stay is canceled by the Operator, the Operator will refund the paid deposit in accordance with the cancellation conditions pursuant to Article 6 of these GTC.
• For accommodation, a refundable deposit of €100 (payable only in cash) per accommodation unit is required in advance. After inspecting the accommodation unit, if no damage has occurred and the accommodation is left in the condition specified in point t. of section 5 of the General Terms and Conditions, the deposit will be refunded to the client upon termination of the stay.
• If the Operator does not receive payment for the stay from the client by the due date, or a written statement regarding a change in the due date, the stay reservation will be canceled.

5. Responsibility of the client and the Operator

• The Operator is not liable for damage to items brought in and stored by the client in the premises and area of the Resort. The Operator is not liable for jewelry, money, and other valuables.
• The Operator is not responsible for items forgotten or lost by the client in the premises and area of the Resort. Found items are sent to the client by mail based on the client’s written request, with the client covering all related costs. Found items are stored at the reception for a period of one month.
• The Operator is not liable for any injuries during the stay. In case of illness or injury of the client, the Operator will ensure the provision of necessary medical assistance or transport to a hospital.
• It is the client’s obligation to always behave in a manner that does not endanger their health or the health of other guests.
• The client is responsible for damages caused by them in full and is obliged to pay the full amount of the damaged item immediately.
• In case of gross violation of the accommodation conditions, including vulgarity, violence, or inappropriate behavior, the client may be requested to immediately leave the premises without a refund for the paid stay.
• In the accommodation facility, the Resort’s premises, and the entire area, the client may not move the Operator’s equipment or make any modifications or interventions to the Operator’s equipment without the Operator’s consent.
• In the accommodation facility, other Operator’s premises, or the Resort’s area, the client may not use their own electrical appliances without the Operator’s consent.
• For safety reasons, the client is not allowed to leave children under 10 years of age without adult supervision in the accommodation facility or other premises and areas of the Resort. The parent/responsible person is responsible for the safety and damages caused by children in the accommodation facility or other premises and areas of the Resort.
• The client is not allowed to bring weapons or ammunition into the Resort’s area or accommodation facilities.
• From 23:00 to 06:00, the client must strictly observe quiet hours throughout the entire area and in the accommodation facility.
• Accommodation of animals (dog, cat, rabbit and other animals in a cage): €50 per stay
• Arrival with a pet must be reported in advance. The pet must have a valid vaccination certificate upon arrival and must not have fleas.
• The animal may move around the area only on a leash and with a muzzle. The movement of the animal is not permitted in the restaurant or on playgrounds. If the animal soils the resort area with excrement, the animal’s owner/responsible person is obliged to immediately remove it.
• The animal’s owner/responsible person is responsible for damages and contamination caused by the animal, as well as for the animal itself. Bathing the animal in the apartment is prohibited.
• Smoking and the use of any narcotic or psychotropic substances are strictly prohibited in the accommodation and common areas of the resort. The Operator is entitled to charge a fee of €100 for violating this prohibition. Smoking is allowed only in designated areas.
• If the client is provided with a parking space for their motor vehicle in the Resort’s area, the Operator is not liable for the loss or any damage to the client’s motor vehicle or items contained in the vehicle.
• Parking in the area is permitted only in designated spaces!
• Visitors of accommodated guests/clients are recorded in the Visitors’ Book at the reception. Visitors must be reported immediately upon arrival at the reception. Visitors are required to leave the Resort’s area by 23:00. In case of non-compliance with this regulation, visitors or accommodated guests will be charged a fee for the night according to the applicable price list.
• The client is responsible for damages caused by their visitors in the accommodation facility.
• Under Act No. 219/1996 Coll., the staff is prohibited from selling or serving alcoholic beverages to persons under 18 years of age or to visibly intoxicated persons.
• Lighting fires, fire pits, barbecuing, or any handling of fire is prohibited throughout the entire resort area.
• Complaints from clients and any suggestions for improving the Operator’s activities are accepted in writing by the responsible reception staff.
• Upon arrival at the accommodation, the client is obliged to check the condition of the accommodation unit and inventory according to the inventory list located in the accommodation unit. Any damages or discrepancies must be reported immediately to the reception.
• The client is obliged, when leaving the room, to close water valves, turn off electric lighting and other appliances (radio, television, etc.) in the room and adjacent areas, and lock the doors. The Operator is not liable for damages caused by failure to comply with this obligation.
• The accommodation must be handed over in the same condition as it was received = without damage to structures and equipment, with the inventory and room equipment in the same place and quantity as upon arrival, with kitchen utensils washed, dried, and stored in the appropriate place. In case of non-compliance with these conditions, the Operator reserves the right to charge an additional fee for services beyond those agreed upon. Additional service – washing and storing kitchen utensils or moving furniture back to its original place is charged a one-time fee of €20. In case of any damage to the inventory/accommodation, the client is obliged to report this situation to the reception before checking out.
• The client is not allowed to bring sports equipment or items to the room for which a designated storage area is provided.
• If the guest causes damage to the Resort’s property, the Resort is entitled to financial compensation for the damage on the spot. The amount will be specified based on the price list available at the reception or based on the acquisition cost. If the Resort and the guest do not agree immediately and voluntarily on the spot, the Operator has the right to call the police to resolve the damage.
• In case of violation of the obligations and prohibitions listed in this article of the General Terms and Conditions/Accommodation Regulations, the Operator is entitled to demand from the client payment of a contractual penalty of €100 for each individual violation.

6. Withdrawal, change, or cancellation of the order and cancellation policy

• The client has the right to withdraw from the contract at any time before the start of accommodation by written notification to the Operator. Any change to the confirmed order (number of persons, change in the scope of reserved services, reduction or extension, etc.) must be reported no later than 48 hours before the start of the stay. Such changes are possible only if the operational or capacity possibilities of Resort Lúčky allow it.
• The stay period during the SEASON is considered to be from 01.07. to 01.09. of the given year and from 26.12. to 31.03. of the given year.
• The stay period during the OFF-SEASON is from 01.04. to 30.06. of the given year and from 01.09. to 23.12. of the given year.
• The cancellation conditions for stays at Resort Lúčky are as follows:
  SEASON:
  o For events with up to 50 persons, Resort Lúčky is entitled to charge the following cancellation fees:
  – Cancellation between the 15th and 30th day before the planned start of services or event ………………………….. 30% of the estimated price;
  – Cancellation between the 7th and 14th day before the planned start of services or event ………………………….. 50% of the estimated price;
  – Cancellation 6 or fewer days before the planned start of services or event …………………………………. 100% of the estimated price.
  o For events with more than 50 persons, Resort Lúčky is entitled to charge the following cancellation fees:
  – Cancellation between the 31st and 60th day before the planned start of services or event ………………………….. up to 30% of the estimated price;
  – Cancellation between the 14th and 30th day before the planned start of services or event ………………………….. up to 50% of the estimated price;
  – Cancellation 14 or fewer days before the planned start of services or event …………………………………. up to 100% of the estimated price.
  o For individual clients, Resort Lúčky is entitled to charge the following cancellation fees:
  – Cancellation between the 21st and 14th day before the planned start of the stay ………………………………………… up to 50% of the accommodation price;
  – Cancellation between the 13th and 7th day before the planned start of the stay ………………………………………… up to 75% of the accommodation price;
  – Cancellation between the 6th and 0th day before the planned start of the stay ………………………………………… up to 100% of the accommodation price.
• OFF-SEASON:
  o Cancellation conditions apply to events regardless of the number of persons and to individual clients as follows:
  – The client may cancel the reservation free of charge up to 7 days before the planned start of the stay;
  – Cancellation of accommodation within 7 days before the planned start of the stay ………………………………………… 70% of the accommodation price;
  – If the client does not arrive for the stay, they will be charged 100% of the total reservation price.

7. Complaint procedure

To ensure a quick and correct procedure for handling complaints regarding services provided at Resort Lúčky, this complaint procedure is issued in accordance with the relevant provisions of Act No. 250/2007 Coll. on consumer protection, as amended, and Act No. 40/1964 Coll. Civil Code, as amended:

• The complaint procedure applies to accommodation services ordered and purchased by the client at the resort. A complaint is understood as the assertion of liability for defects in accommodation services at the resort by the accommodated client. By submitting an online reservation to the Operator, the client confirms that they have read the complaint procedure in its entirety, agrees with it, and confirms that they have been duly informed about the conditions and method of filing a complaint for accommodation services, including information on where a complaint can be filed.
• If the services provided to the client are of lower quality or scope than previously agreed between the contracting parties or as is customary, the client is entitled to file a complaint regarding any deficiencies in the provided services, including the right to have defects rectified, the right to replacement or supplementation of services, or, where applicable, the provision of a new service or a reasonable discount on the agreed price of the paid services.
• If the client identifies reasons and circumstances that may be the subject of a complaint, they are obliged to file any complaint immediately, without undue delay, with the Operator. For the efficient handling of the complaint, it is advisable for the client to present proof of the service provided (copy of the order, invoice, proof of payment, etc.). The right to file a complaint regarding accommodation deficiencies expires if it was not exercised by the time of the accommodated client’s departure and sufficient evidence for assessing the situation was not provided.
• The client is entitled to demand free, proper, and timely rectification of accommodation service deficiencies, depending on whether the defects are:
  o Removable: the client has the right to free, proper, and timely rectification of removable defects (replacement of faulty apartment equipment or supplementation of minor apartment equipment); if the defect can be rectified, the client has the right to have it rectified free of charge, in a timely and proper manner. The Operator is obliged to rectify the removable defect without undue delay, while the client may, instead of rectification, demand replacement of the service or, if the defect concerns only a part of the service, replacement of the part, provided this does not incur disproportionate costs for the Operator relative to the price of the service or the severity of the defect.
  o Non-removable: if, due to a unilateral decision by the Operator, there is a significant change in the accommodation compared to the confirmed accommodation under the contract, and the client does not agree with the alternative accommodation, the client also has the right to cancel the contract before staying overnight and receive a refund. In the case of a defect that cannot be rectified and prevents the service from being used properly as a defect-free service (heating system failure, low water pressure, lack of hot water, power supply failure, etc.), the client has the right to replacement of the service or to withdraw from the contract. If there are other non-removable defects and the client agrees, the client is entitled to a reasonable discount on the service price (accommodation discount).
• The complaint is handled by an authorized person at the resort. The authorized person records the client’s complaint in a complaint protocol, including all relevant circumstances of the complaint.
• The authorized employee is obliged to decide on the method of handling the complaint immediately after reviewing the reasons for the complaint and, in complex cases, no later than three working days from the date of filing the complaint, or in justified cases, especially if a complex assessment of the service’s condition is required, no later than thirty days from the date of filing the complaint. Pursuant to Section 18(4) of the Consumer Protection Act, the handling of a filed complaint must not take longer than 30 days. After the expiration of the aforementioned period for handling the complaint, the client has the right to withdraw from the accommodation contract concluded with the Operator.
• The client is obliged to personally participate in the handling of the complaint and is obliged to provide all necessary cooperation to the Operator. If necessary, the accommodated client is obliged to allow the Operator’s employees access to the space rented as temporary accommodation to verify the validity of the complaint.
• The client – consumer has the right to contact the Operator with a request for redress if they are dissatisfied with the way the Operator handled their complaint or if they believe that the Operator violated their rights. If the Operator responds to this request negatively or does not respond within 30 days of its submission, the client – ​​consumer has the right to submit a proposal for initiating alternative dispute resolution to an alternative dispute resolution entity (hereinafter referred to as the ARS entity) pursuant to Act No. 391/2015 Coll.
• ARS entities are authorities and authorized legal entities pursuant to Section 3 of Act No. 391/2015 Coll. The consumer may submit a proposal in the manner specified under Section 12 of Act No. 391/2015 Coll. The competent entity for alternative resolution of consumer disputes with the accommodation provider is the Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava 27, www.soi.sk, or another competent authorized legal entity listed in the register of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list of such entities is available at http://www.mhsr.sk).
• This complaint procedure takes effect together with the effectiveness of these GTC.

8. Personal data protection

• The client, in accordance with the provisions of Act No. 18/2018 Coll. on personal data protection, as amended, declares that they have been informed of the rights and obligations related to the collection and processing of personal data by the Operator under this Act.
• The Client grants the Operator consent to the collection, processing and storage of the Client’s personal data specified in the application for booking accommodation at the Resort or in the order, for the purpose of ensuring and providing the Client with the ordered services by the Operator and for the fulfillment of the Operator’s obligations imposed by law, for the necessary period of time.
• The Client grants the Operator consent to the collection and processing of personal data also for the purposes of the Operator’s marketing activities, in particular for participation in the Operator’s loyalty and similar programs, for the period during which these activities are carried out.
• By providing personal data, the client consents to their storage in the company’s database and information system. To ensure the protection of personal data, the Operator has developed security documentation. Only persons instructed in accordance with the law work with personal data.
• All personal data collected during a visit to the Resort’s website is processed in accordance with the law.
• The operator declares that it does not sell, trade or in any other way provide the client’s personal data to third parties.
• To increase the safety of guests, the resort area is monitored by a camera security system 24/7 in accordance with the above-mentioned Personal Data Protection Act.
• The client’s consent can be revoked in writing with or without giving a reason.

9. Final provisions

• If any provision of these GTC is or becomes invalid or unenforceable, this shall not affect the legality, validity or enforceability of the remaining provisions of these GTC, except if the importance or other circumstances relating to the invalid provision of these GTC mean that the provision in question cannot be separated from the remaining provisions of these GTC.
• These GTC and legal relationships arising on their basis are governed by the laws of the Slovak Republic.
• These GTC enter into force and effect on July 30, 2025.
• By delivering the reservation, confirming it and subsequently paying the deposit for the services, the client confirms that he is familiar with the general terms and conditions and that he agrees with their content.

10. Closing statements

• Our company Resort Lúčky rejects discrimination based on gender, race, religion or sexual orientation. We also reject child, forced or other illegal labor.