Complaints Procedure

1. Basic provisions

The provision of services is governed by the provisions of Part VIII of the Civil Code, Act No. 40/1964 Coll., as amended and supplemented, and by the regulations issued for its implementation.

2. The customer's right to complain

If services of lower quality or smaller scope than previously agreed or than is customary are provided to the customer at the Villa Severka premises, the customer has the right to lodge a complaint.

3. Lodging a complaint

If the customer discovers reasons and facts that may be the subject of a complaint, they are obliged to lodge any complaint immediately, without undue delay, with the manager of the Villa Severka premises or another responsible employee, at the premises where the service was provided. For a swift handling of the complaint, it is advisable that the customer present documents proving the provision of the service (a copy of the order, an invoice, etc.) when lodging the complaint, if they have such a document available.

If the nature of the service complained about requires it, the customer should also present the item whose defect they are claiming. The manager of the premises or another responsible employee will record the customer's complaint in the complaints log, stating the objective circumstances of the complaint.

After careful examination, the manager of the premises or an employee authorised by them is obliged to decide on how the complaint will be handled immediately, or in more complex cases within 3 days.

4. Remediable defects — accommodation services

In the area of accommodation services, the customer has the right to the free, proper and timely remedy of shortcomings, i.e. the replacement or supplementing of minor equipment within the scope of Decree of the Ministry of Economy of the Slovak Republic No. 125/1995 Coll.

5. Irremediable defects — accommodation services

If technical defects in the room/apartment cannot be remedied (a fault in the heating system, weak hot-water flow, etc.) and Villa Severka cannot provide the customer with alternative accommodation, and the room is nevertheless let to the customer despite these shortcomings, the customer has the right to:

• a reasonable discount on the price according to the valid price list,
• cancellation of the confirmed order or contract before the overnight stay and a refund.

If, as a result of a unilateral decision by the Villa Severka premises, there is a significant change in the accommodation compared with the accommodation confirmed in the contract, and the customer does not agree to the alternative accommodation, they also have the right to cancel the confirmed order or contract before the overnight stay and to a refund.

6. Deadlines for lodging complaints

The customer is obliged to take part in person in the handling of the complaint and to provide objective information regarding the service provided. If the nature of the matter requires it, the customer must allow Villa Severka staff access to the area let to them for temporary accommodation, so that the justification of the complaint can be verified.

7. Final provision

This Complaints Procedure takes effect on 1 March 2012.