Cancellation policy

The accommodation provider allows the customer to cancel a confirmed reservation (from the moment the contractual relationship arises pursuant to these GTC) for any reason or without giving any reason, namely electronically by e-mail notification of cancellation of the reservation sent to the e-mail address stated in the “reservation confirmation” document, stating the reservation number.A cancellation fee means an agreed contractual penalty payable by the accommodated person in the event that the accommodated person cancels the reservation of the stay, or fails to take up the stay, even without prior cancellation of the reservation.In the case of cancellation of the reservation of the stay, the accommodation provider is entitled, against the accommodated person, to a cancellation fee in the amount of 100% of the price of the accommodation. The accommodation provider is also entitled, against the accommodated person, to a cancellation fee in the amount of 100% of the price of the accommodation in the event that the accommodated person did not take up the stay, even without the accommodated person having cancelled the reservation of the stay. The accommodation provider is entitled, against the accommodated person, to a cancellation fee in the amount of 100% of the price of the accommodation for the period of unused accommodation reservation in the event that the accommodated person did not use the reserved accommodation in full (e.g. in case of early departure from the stay, later check-in date), even without the accommodated person having cancelled the reservation (whether in part or in full). To settle the cancellation fee, the accommodation provider is always entitled to set off the amount of the cancellation fee against the price paid for the accommodation.In the case of serious reasons for cancellation of the reservation on the part of the accommodated person, based on notification and submission of credible evidence of the cause of the serious reasons to the accommodation provider, the cancellation fee may be reduced or waived. However, the accommodated person has no legal claim to the waiver or reduction of the fee. The accommodation provider reserves the right to withdraw from the reservation order or from a confirmed reservation in the case of an obvious error in the price of the ordered/reserved services (i.e. a price obviously different from the customary price for such type of service). An obvious error in the price is considered to be, in particular but not exclusively, the case of an incorrect number of digits, an obviously low price (e.g. 50% lower than the usual price for that kind and type of service), an error in the indication of currency and other obvious errors in writing, calculation or any technical errors in stating the price of services in the online reservation system or during the ordering or reservation of services (including the reservation confirmation). The accommodation provider is not obliged to provide services to the accommodated person at such an obviously erroneous price, even if the customer has been sent a reservation confirmation or payment details for the payment. In such a case, the accommodation provider shall contact the accommodated person without undue delay in order to agree on further procedure. In the event that the obviously erroneous price has already been paid by the accommodated person, the price paid shall be refunded in the same manner in which the accommodated person made the payment, in the shortest possible time taking into account the payment method and the conditions of the accommodated person’s payment service provider (if possible within 14 days from the date of withdrawal from the order/reservation by the accommodation provider). This also applies if the correct price of the services (reservation) was stated, but during the processing of the reservation any technical error of the accommodation provider’s online reservation system occurs and the accommodated person receives a reservation confirmation with an incorrect price.In the case of non-use of the reserved services for any reasons on the part of the accommodated person or the person who is to be a participant of the stay, or without giving any reasons (failure to take up the stay), the accommodated person is not entitled to any financial or non-financial compensation, substitute performance or damages.In the case of non-use of the reserved services for any reasons on the part of the accommodated person or the person who is to be a participant of the stay, or without giving any reasons in full (early departure from the stay, later check-in date), the accommodated person is not entitled to any financial or non-financial compensation, substitute performance or damages.The accommodation provider is not obliged to provide the accommodated person or the participants of the stay with the reserved services at all or in the agreed scope in the event of circumstances excluding liability. Circumstances excluding liability are obstacles that arose independently of the accommodation provider’s will, prevent the fulfilment of the accommodation provider’s obligations, and it cannot be reasonably expected that the accommodation provider could avert or overcome such obstacle or its consequences, or that the accommodation provider could foresee such obstacle at the time of the conclusion of the contractual relationship, i.e. obstacles of so-called force majeure (natural disasters, strikes, war conflicts, catastrophes, supply interruptions, epidemics, etc.) that are beyond the control of the accommodation provider and that prevent or disrupt the fulfilment of the accommodation provider’s obligations. In the event of a force majeure event, the accommodation provider is obliged to inform the accommodated person of this fact without undue delay, including the estimated duration of such event. In such a case, the accommodation provider shall agree with the accommodated person on the manner of resolving the situation individually. However, the accommodated person is not entitled to compensation for any damage incurred as a result of circumstances excluding liability.