Claim Rules of Thermal Park Bešeňová


Article 1
Basic enactment
Offering services is based on an enactment part VIII. of the Civil Code No 40/1964 Zb. according to later changes and supplements which change and complete them and regulations issued to realize it.

Article 2
Customer’s right to claim
In the case that the customer was offered services of lower quality or range as it was agreed before or as it is usual in some of the services of Thermal Park Bešeňová, he has the right to claim.

Article 3
Application of the claim
If the customer finds out some reasons and facts which can become the subject of the claim, he is obliged to apply for the claim immediately, without any delay at the manager of Thermal Park Bešeňová or any other responsible person. To handle the claim as soon as possible, it is necessary for the customer to produce the documents about provided services (copies of an order, invoice, bill from the cash register), if he has such a document to his disposal. If it is necessary for the subject of the claim, the customer should also provide the claimed goods. The manager or another responsible person will put down the claim of the customer to the claim protocol giving objective facts about the claim. The manager or another responsible person is obliged to look into the case very carefully and decide about the way how to handle it immediately – if the case is more complicated until 3 days. If the manager or another entrusted person will not find the claim to be reasonable, he will advance it with all necessary documents to the Executive Manager of Thermal Park who is obliged to manage the claim immediately, in more complicated case in three days. If it is not possible, he must inform the customer about the date of expiry of the claim which cannot be longer than 30 days.

Article 4
Removable faults
1.  Accommodation services
In the section of accommodation services the customer has the right to free, correct and fast removal of the shortages, e.g. to change or supply small equipment according to the valid legislation.
2. Catering services
In the section of catering services, if the right quality, weight, temperature, measure, price is not met, the customer has the right to the proper removal of failures in time and free of charge. Customer has to apply this right before tasting beverages or meal served, or after tasting (that means it must not be consumed more than ? of meal or drink) depending on the failure customer is complaining about.

Article 5
Non-removable faults
1. Accommodation services
In the case it is not possible to remove the faults of the technical character in the hotel rooms (failure of the heating system or water supply and so on) and if the hotel cannot offer the customer another accommodation and he will get the room in spite of these shortages, he has the right to:
get a proper price allowance according to the valid price list
cancel the contract before staying overnight and money refund
In case that one-sided decision will lead to the substantial change in accommodation comparing to confirmed accommodation in the contract and the customer does not agree with a compensatory accommodation, he has also the right to cancel the contract before staying overnight and money refund.
2. Catering services
In case the failure on meals or beverages cannot be removed, customer has the right to entire change of meal, eventually beverage or refund of the price paid.

Article 6
Terms to apply for the claim
The customer has to apply for the claim immediately, without any delay otherwise he will lose the right to apply for the claim.

Article 7
Customer’s partnership at the claim application
The customer has to participate personally at the claim application; he is obliged to offer all objective information concerning provided services. If it is necessary, Thermal Park reserves the right for its authorized staff to enter all the rooms rented by the customer for his temporary stay in order to inspect and make sure about the reason of the claim.

Article 8
Concluding enactment