Demänovská Valley · Jasná · Low Tatras
Documents
General Terms and Conditions, Complaints Procedure and House Rules of Resort Lúčky.
This translation is provided for your convenience. In the event of any discrepancy, the Slovak version of the General Terms and Conditions shall prevail.
Dear Customer,
below you will find the General Terms and Conditions, the Complaints Procedure and the House Rules.
Operator
Rezort Lucky s.r.o.
Pribinová 38/a
Bratislava 811 09
Slovakia
Company ID (IČO): 55 757 618
Tax ID (DIČ): 2122092049
VAT ID (IČ DPH): SK2122092049
IBAN: SK5011000000002942269176
A company registered in the Commercial Register of the Bratislava III Municipal Court, Section: Sro, Insert No. 172762/B (hereinafter the “Operator”)
The provision of accommodation, catering and other services to clients and the accommodation of clients at Resort Lúčky are governed by the generally binding legal regulations in force in the Slovak Republic and by these General Terms and Conditions (hereinafter the “GTC”), which contain the complaints procedure and also serve as the house rules. The client accepts the GTC as a contractual condition of accommodation at Resort Lúčky and of the use of services provided by the Operator, and is obliged to comply with their provisions.
The GTC are published at the reception of Resort Lúčky and on the resort's website.
The Operator reserves the right to amend the provisions of the GTC unilaterally; any amendment of the GTC takes effect on the day of its publication on the website and at the resort's reception.
A client is any natural or legal person who has concluded a contract with the Operator or has ordered and uses services ordered from the Operator, as well as any person who uses these services on the basis of an order placed by the orderer. A client is also a third party who has ordered services from the Operator but does not use the ordered services of the accommodation facility; such a party 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 performing the contract, is not acting within the scope of their business activity, employment or profession, the client is a consumer.
These GTC apply to contracts for the accommodation of persons at Resort Lúčky, to contracts for the rental of accommodation facilities and other facilities at Resort Lúčky for events and for holding events against payment of rent, and to all other services provided to the client by the Operator. Other business and contractual terms shall apply to the relationship between the Operator and the client only if agreed in writing in advance between the contracting parties.
The accommodation contract between the Operator and the client is concluded upon written confirmation of the client's oral or written request to reserve accommodation at Resort Lúčky. The accommodation contract is concluded for a fixed term.
The contracting parties are the Operator and the client. Where accommodation or other services are ordered by a third party, that party is liable to the Operator, together with the client, as a joint debtor for all obligations arising from the contract.
Any subletting or further letting of rooms or facilities of Resort Lúčky, as well as their use for purposes other than accommodation or other than those contractually agreed, requires the prior written consent of the Operator.
The Operator may accommodate at the resort only a client who has been duly registered for accommodation. The client registers at the resort's reception immediately upon arrival. To register, the client must present to the responsible member of reception staff their identity document – identity card, passport or other valid identity document – pursuant to Act No. 253/1998 Coll. on the reporting of residence of citizens of the Slovak Republic and the register of residents of the Slovak Republic, as amended, and pursuant to 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, pursuant to Act No. 404/2011 Coll. on the residence of foreigners, to complete and hand over to the responsible member of reception staff the official form reporting their stay to the Foreign Police, which is presented to the client on arrival.
The client is obliged to provide all required information truthfully, completely and accurately.
A reservation may be made in the client's own name or for the benefit of a third party; registration and the handing over of room keys are possible only in the presence of the person in whose name the reservation is recorded.
In exceptional cases, the Operator may offer the client accommodation other than that agreed, provided that it does not differ substantially from the accommodation agreed in the confirmed order.
Unless otherwise agreed with the client, the reserved accommodation at 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 entitlement to earlier use of the reserved accommodation at the resort. In the case of a pre-arranged arrival before 14:00, the Operator is entitled to charge the client an early arrival fee of 40 €.
If there are defects in the accommodation or additional services provided, the consumer shall exercise the right to make a complaint without undue delay in accordance with the complaints procedure under Article 7 of the GTC. The right to make a complaint expires once the warranty period has elapsed. (When making a complaint, the consumer shall present proof of payment for the services whose defects are the subject of the complaint.)
On the agreed day of the client's departure, the accommodation used by the client must be vacated and handed over by the client to the Operator by 10:00 at the latest.
The accommodation is deemed to have been vacated and handed over by the client to the Operator once the client has removed all their belongings, returned the keys to the responsible member of the resort's reception staff and informed them that they are checking out. The Operator reserves the right to check the room inventory, payment and any consumption by the client no later than one hour after the room has been vacated and handed over by the client. A price list of damages and inventory is available at reception. If an entry card/accommodation key is lost, a fee of 5.00 € per item will be charged.
If the client has not moved into the reserved type of accommodation by 20:00 on the agreed day of arrival, the Operator may let it 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-arranged arrival after 20:00, the Operator is entitled to charge the client a late arrival fee of 40 €.
If the client asks the Operator to extend the agreed period of accommodation, the Operator may offer the client a different type of accommodation, at a different price, from the one in which the client was originally accommodated. The client is not entitled to accommodation in the type of accommodation originally occupied, or in any other type of accommodation at the resort, if for capacity or operational reasons the resort is unable to provide accommodation to the client.
The client is entitled to use the resort's services only if they agree to the GTC. In their own interest, the client is advised to read these GTC before making a reservation. When using the resort's services repeatedly, the client must always familiarise themselves with the current version of the GTC. By confirming the reservation, the client confirms that they have read the Terms and Conditions and their annexes, agree with them and undertake to comply with them.
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 holiday stay at Resort Lúčky includes: the price of accommodation, Wi-Fi connection and grounds monitored by a CCTV system.
The price of a holiday stay at Resort Lúčky does not include: the accommodation fee / local tourist tax – payable at reception on arrival, 2 € per night per adult and per child over 12.
Prices of additional services are available for inspection at reception.
Upon binding registration, the Operator is entitled to require from the client an advance payment of 100% of the total amount, payable within 24 hours of confirmation of the reservation. In any event, the payment must be credited to the Operator's account no later than 48 hours before the start of the stay.
The Operator accepts both cash and cashless payments (bank transfer or card terminal payments).
Operator's account number – IBAN: SK5011000000002942269176
The client is obliged to pay the agreed contractual prices for accommodation and other services used, in accordance with the price list.
If the client shortens their agreed stay at the resort, the Operator is entitled to charge the client the full agreed price for the entire length of the agreed stay at the resort.
If, after the deposit has been paid, the stay is cancelled by the Operator, the Operator shall refund the deposit already paid in accordance with the cancellation terms, see Article 6 of these GTC.
A refundable security deposit of 100 € per accommodation unit (cash only) is payable in advance for the accommodation. After the accommodation has been inspected, the deposit will be returned to the client at the end of the stay, provided that nothing has been damaged and the accommodation has been left in the condition specified in Part 5 of the General Terms and Conditions.
If the Operator does not receive payment for the stay from the client by the due date, or a written statement regarding a change to the due date, the Operator will cancel the reservation.
The Operator is not liable for damage to items brought in and left by the client on the premises and grounds of the Resort. The Operator is not liable for jewellery, money or other valuables.
The Operator is not responsible for items forgotten or lost by the client on the premises and grounds of the Resort. Found items will be sent to the client by post on the basis of the client's written request, with the client covering all associated costs. Found items are stored at reception for one month.
The Operator is not liable for any injuries during the stay. In the event of illness or injury to the client, the Operator will arrange for necessary medical assistance or transport to hospital.
The client is obliged to behave at all times in such a way that their conduct does not endanger their own health or the health of other guests.
The client is liable in full for any damage they cause and is obliged to pay the full amount for the damaged item without delay.
In the event of a gross breach of the accommodation terms, including vulgarity, violence or inappropriate behaviour, the client may be asked to leave the grounds immediately without any entitlement to a refund of the stay already paid for.
In the accommodation facility, on the Resort's premises and anywhere on the grounds, the client may not move the Operator's furnishings or make any alterations or interventions to the Operator's facilities without the Operator's consent.
The client may not use their own electrical appliances in the accommodation facility, in the Operator's other premises or on the Resort's grounds without the Operator's consent.
For safety reasons, the client may not leave children under 10 years of age unsupervised by an adult in the accommodation facility or in other premises and grounds of the Resort. The parent/responsible person is liable for the safety of children and for any damage caused by children in the accommodation facility or in other premises and grounds of the Resort.
The client may not bring weapons or ammunition onto the Resort's grounds or into the accommodation facilities.
Between 23:00 and 6:00 the client must strictly observe night-time quiet throughout the grounds and in the accommodation facility.
Accommodation of animals (dog, cat, rabbit and other caged animals): 15 € / night
Arrival with a pet must be announced in advance. On arrival, the pet must have a valid vaccination record and must be free of fleas.
Animals may move around the grounds only on a lead and muzzled. Animals are not permitted in the restaurant or on the children's playgrounds. If an animal fouls the resort grounds, the owner/responsible person must remove the excrement immediately.
The owner of the animal/responsible person is liable for damage and soiling caused by the animal, as well as for the animal itself. Bathing animals in the apartment is prohibited.
Smoking and the use of any narcotic and psychotropic substances are strictly prohibited in the resort's accommodation and communal facilities. The Operator is entitled to charge 100 EUR for any breach of this prohibition. Smoking is permitted only in designated areas.
If the Operator provides the client with a parking space for the client's motor vehicle on the Resort's grounds, the Operator is not liable for the loss of, or any damage to, the client's motor vehicle and items inside it.
Parking on the grounds is permitted only in designated spaces!
Visitors of accommodated guests/clients are recorded in the visitors' book at reception. Visitors must report to reception immediately on arrival. Visitors must leave the Resort's grounds by 23:00. If this rule is not observed, the visitors or the accommodated guests will be charged the price of a night according to the applicable price list.
The client is liable for damage caused by the client's visitors present on the premises of the accommodation facility.
Under Act No. 219/1996 Coll., staff are prohibited from selling and serving alcoholic beverages to persons under 18 years of age and to persons visibly under the influence of alcohol.
Lighting fires, building fireplaces, barbecuing or handling fire in any way is prohibited throughout the resort grounds.
Clients' complaints and any suggestions for improving the Operator's services are accepted in writing by the responsible member of reception staff.
On arrival, the client is obliged to check the condition of the accommodation unit and the inventory against the inventory list placed in the accommodation unit. Any damage or discrepancies must be reported to reception without delay.
When leaving the room, the client is obliged to turn off the water taps, switch off the electric lighting and other appliances (radio, television, etc.) in the room and adjoining areas, and close the door. The accommodation provider is not liable for damage caused by a breach of this obligation.
The accommodation must be handed over in the condition in which it was taken over = without damage to the structure or furnishings, with the room inventory and equipment in the same place and in the same quantity as on arrival, and with the kitchenware washed, dried and put away in its proper place. If these conditions are not met, the Operator reserves the right to charge an additional fee for services beyond those agreed. The additional service – washing and putting away kitchenware, or moving furniture back to its original position – is subject to a one-off fee of 20 €. In the event of any damage to the inventory/accommodation, the client is obliged to report it to reception before checking out.
The client is not permitted to take sports equipment and items for which a designated storage area is provided into the room.
If a 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 determined on the basis of the price list freely available at reception or on the basis of the purchase price. If the Resort and the guest do not reach an immediate and voluntary agreement on the spot, the Operator has the right to call a police patrol to settle the damage.
In the event of a breach of the obligations and prohibitions set out in this article of the General Terms and Conditions/House Rules, the Operator is entitled to require the client to pay a contractual penalty of 100 € for each individual breach.
The client has the right to withdraw from the contract at any time before the start of the accommodation by giving written notice to the Operator. Any change to a confirmed order (number of persons, change in the scope of reserved services, reduction or extension, etc.) must be notified no later than 48 hours before the start of the stay. Such changes are possible only if the operational or capacity options of Resort Lúčky allow.
The HIGH SEASON period of stay is 1 July – 1 September and 26 December – 31 March of the given year.
The LOW SEASON period of stay is 1 April – 30 June and 1 September – 23 December of the given year.
The cancellation terms for stays at Resort Lúčky are as follows:
HIGH SEASON
For events of 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 the event
30% of the estimated price
Cancellation between the 7th and 14th day before the planned start of services or the event
50% of the estimated price
Cancellation 6 days or fewer before the planned start of services or the event
100% of the estimated price
For events of 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 the event
up to 30% of the estimated price
Cancellation between the 14th and 30th day before the planned start of services or the event
up to 50% of the estimated price
Cancellation 14 days or fewer before the planned start of services or the event
up to 100% of the estimated price
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
LOW SEASON
The cancellation terms 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
To ensure that complaints about services provided at Resort Lúčky are handled quickly and correctly, this complaints 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., the Civil Code, as amended:
The complaints procedure applies to accommodation services ordered and purchased by the client at the resort. A complaint means the assertion by an accommodated client of liability for defects in the accommodation services at the resort. By sending an online reservation to the Operator, the client confirms that they have read the complaints procedure and agree with it in full, and also confirm that they have been duly informed of the terms and method of making complaints about accommodation services, including information on where a complaint can be made.
If the client is provided with services of lower quality or of a smaller scope than agreed in advance between the contracting parties, or than is customary, the client has the right to complain about any shortcomings in the services provided, including the right to have defects in the services remedied, the right to have services replaced or supplemented, or to have a new service provided as a substitute, or to a reasonable discount on the agreed price of the services paid for.
If the client identifies reasons and facts that may be the subject of a complaint, they are obliged to make the complaint to the Operator immediately and without undue delay. To ensure that the complaint is dealt with quickly, the client should submit documents evidencing the provision of the service (a copy of the order, invoice, proof of payment, etc.) when making the complaint. The right to complain about shortcomings in the accommodation expires if it is not exercised before the guest's departure and if sufficient evidence to assess the facts has not been provided.
The client has the right to demand the free, proper and timely remedy of shortcomings in the accommodation services, depending on whether the defects are:o Remediable: the client has the right to the free, proper and timely remedy of remediable defects (replacement of faulty apartment equipment or the supply of minor apartment equipment); if the defect is remediable, the client has the right to have it remedied free of charge, in a timely and proper manner. The Operator is obliged to remedy a remediable defect without undue delay, whereby the client may, instead of having the defect remedied, request the replacement of the service or, if the defect concerns only part of the service, the replacement of that part, provided this does not cause the Operator unreasonable costs in view of the price of the service or the seriousness of the defect. o Irremediable: if, by unilateral decision of the Operator, there is a substantial change to the accommodation compared with the accommodation confirmed under the contract and the client does not agree to the substitute accommodation, the client also has the right to cancel the contract before the overnight stay and to a refund. In the case of a defect that cannot be remedied and that prevents the proper use of the service as a defect-free service (heating failure, low water pressure, lack of hot water, power outage, etc.), the client has the right to the replacement of the service or to withdraw from the contract. In the case of other irremediable defects, and if the client agrees, the client is entitled to a reasonable discount on the price of the service (a discount on the accommodation).
Complaints are handled by an authorised person of the resort. The authorised person records the client's complaint in a complaint report, stating all the relevant circumstances of the complaint.
After examining the reasons for the complaint, the authorised employee is obliged to decide on how the complaint will be handled immediately, in complex cases no later than three working days from the date the complaint was made, and in justified cases, in particular where a complex assessment of the condition of the service is required, no later than thirty days from the date the complaint was made. Pursuant to Section 18(4) of the Consumer Protection Act, the handling of a complaint may not take longer than 30 days. After the above deadline for handling the complaint has expired, the client has the right to withdraw from the accommodation contract concluded with the Operator.
The client is obliged to take part in person in the handling of the complaint and to provide the Operator with all necessary cooperation. If necessary, the guest is obliged to allow the Operator's employees access to the space let to them as temporary accommodation so that the validity of the complaint can be checked.
A client who is a consumer has the right to contact the Operator with a request for redress if they are not satisfied with the way in which the Operator handled their complaint or if they believe that the Operator has violated their rights. If the Operator rejects this request or fails to respond to it within 30 days of its dispatch, the consumer client has the right to submit a proposal to initiate alternative dispute resolution to an alternative dispute resolution entity (hereinafter the “ADR entity”) pursuant to Act No. 391/2015 Coll.
ADR entities are the authorities and authorised legal persons pursuant to Section 3 of Act No. 391/2015 Coll. The consumer may submit a proposal in the manner set out in Section 12 of Act No. 391/2015 Coll. The competent entity for the alternative resolution of consumer disputes with the accommodation provider is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava 27, www.soi.sk, or another competent authorised legal person entered in the list 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 complaints procedure takes effect together with these GTC.
In accordance with the provisions of Act No. 18/2018 Coll. on the protection of personal data, as amended, the client declares that they have been informed of the rights and obligations relating to the collection and processing of personal data by the Operator under this Act.
The client gives the Operator consent to the collection, processing and storage of the client's personal data stated in the request to reserve an accommodation facility at the Resort or in the order, for the purpose of arranging and providing the services ordered by clients from the Operator and for fulfilling the Operator's obligations imposed by law, for the necessary period.
The client also gives the Operator consent to the collection and processing of personal data for the purposes of the Operator's marketing activities, in particular for participation in the Operator's loyalty and similar programmes, for the period during which these activities are carried out.
By providing personal data, the client consents to its storage in the company's database and information system. The Operator has drawn up security documentation to ensure the protection of personal data. Personal data are handled only by persons instructed in accordance with the law.
All personal data collected during visits to the Resort's website are 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 grounds are monitored 24/7 by a CCTV security system in accordance with the above-mentioned Personal Data Protection Act.
The client may withdraw their consent in writing, with or without giving a reason.
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, unless the importance of, or other circumstances relating to, the invalid provision of these GTC mean that the provision cannot be separated from the remaining provisions of these GTC.
These GTC and the legal relationships arising from them are governed by the laws of the Slovak Republic.
These GTC come into force and take effect on 30.7.2025.
By submitting a reservation, confirming it and subsequently paying the deposit for the services, the client confirms that they are familiar with the General Terms and Conditions and agree with their content.
Our company, Resort Lúčky, rejects discrimination on the grounds of gender, race, religion or sexual orientation. We equally reject child, forced or any other illegal labour.
