top of page

Complaints Procedure


Service provider:

Próztá pohoda s.r.o. with headquarters at Hartigova 140 ID number: 17835283

1. General provisions

The company: Naprostá pohoda s.r.o. (hereinafter referred to as the "Accommodator") hereby issues based on Act No. 634/1992 Coll., on consumer protection, as amended, and Act No. 89/2012 Coll., on the Civil Code, as amended , this COMPLAINT RULE (hereinafter referred to as "RŘ"):

The subject of this RD of the Accommodation Provider is the regulation of relations between the Accommodation Provider and the customer of services (hereinafter referred to as the "Client") arising from the title of responsibility for defects in the provided service or item. RŘ applies to accommodation services, catering services, transport services and additional sales.

2. The right of the Client to claim defective services

The lodger is responsible for the proper and timely provision of the ordered and confirmed service. The accommodation provider is obliged to inform the client correctly and completely about the scope and conditions of the services provided.

The client has the right to claim any deficiencies in the services provided and defects in the purchased goods, including the right to their removal, replacement, addition, or replacement provision of a new service or a reasonable discount from the agreed price of the services or goods paid.

3. Application of complaints

The client is obliged to file a complaint without undue delay so that a remedy can be negotiated, if possible on the spot. The Client can make a complaint either verbally or in writing. In the case of written complaint submissions, the provisions on the Complaint Protocol in point 5 apply to their content.

When making a complaint, the client presents proof of the service provided or the purchase of goods, as well as the item whose defect is being complained about. At the same time, the Client will provide all other cooperation necessary to handle the complaint, in particular provide true and complete information, allow the staff of the Accommodation Provider to enter the premises rented for accommodation in order to assess the validity of the complaint, etc.

4.1 Special provisions for certain types of services

4.1.1 Accommodation services

Complaints about deficiencies in accommodation can be lodged with the Accommodation Provider without undue delay. The right to complain about accommodation deficiencies will expire if it has not been exercised before the Client's departure.

The client is entitled to demand free, proper and timely removal of defects, usually by replacing defective or supplementing minor equipment of the apartment. If it is not possible to eliminate defects of a technical nature in the apartment assigned to the client (failure of the heating system, weak water pressure, lack of hot water, failure in the power input, etc.), and if it is not possible to offer the Client other, alternative accommodation, and if the apartment is despite these defects provided to the Client, the Client has the right to a discount from the basic price of the accommodation after mutual agreement, or to withdraw from the contract, usually before the overnight stay and to a refund of the price paid for the accommodation.

5. Processing of complaints

If the client asserts the right of liability for defects in the services provided to him or which have already been provided to him, the operator of the Accommodation Service Provider is obliged to decide on the validity of the claim immediately, in more complex cases within 10 days after the necessary examination of the factual and legal circumstances. This time does not include the time required for expert assessment of the defect. Claim settlement must be carried out no later than 30 days after the Client made the claim.

In the event of a justified complaint, the Accommodation Provider is obliged to arrange for free removal of the defect, or to provide a reasonable discount from the price of the defective service. This does not affect the Client's right to withdraw from the contract in cases provided by law.

In the event that the Accommodation Provider considers the complaint to be unjustified, it is entitled to ensure an assessment of the quality of the goods or services by an independent inspection body. If such an assessment confirms that the claim was unjustified, the costs associated with the assessment will be paid by the Client.

If the oral complaint submission is not accepted immediately, the worker  the person handling the complaint is obliged to draw up a complaint protocol with the Client (hereinafter referred to as the "Complaint Protocol"). In the Complaint Protocol, the Client's personal data, identification data of the Accommodation Provider, information about which of the Accommodation Provider's employees handles the complaint, the date of application of the complaint, the subject of the complaint and the request for the method of its handling shall be given. If the Client provides the worker with documents or other documents for handling the complaint, this fact will also be stated in the Complaint Protocol. The complaint protocol is signed by both the employee handling the complaint and the Client. The client will receive one copy of the Complaint Protocol.

6. Final Provisions

This CP is an integral part of the General Terms and Conditions of the Accommodation Provider.

This CP takes effect on April 1, 2023


bottom of page