BASIC PROVISIONS
In accordance with the Act (§18 of Act 250/2007 of the Collection of Laws) on consumer protection and to ensure the correct procedure for handling complaints by employees of the Hotel Modena***, this complaint policy has been issued. The subject of its wording is the procedure for making a complaint about goods and services provided by the Hotel Modena***. The stated complaint policy is equally binding for the provider as well as for the guest.
CUSTOMER´S RIGHT TO COMPLAIN
In the case that the guest is provided with services of a lower quality or lower extent than previously agreed in one of the facilities of the Hotel Modena***, the client has the right to make a complaint.
CLAIMING
If the guest finds out the reasons and facts that may be the subject of a complaint, he/she is obliged to file a possible complaint immediately without undue delay with the responsible employee in the operation in which the service was provided. In order for the complaint procedure to run quickly, it is necessary for the guest to submit documents on the provision of the service (copy of the order, invoice, etc.) when making a complaint. If required by the nature of the claimed service, i tis necessary for the guest to submit the matter of which he or she complains about. The head of the operation or an employee authorized by him/her is obliged to decide on the method a of handling the complaint immediately or within a specified period of time after a careful examination of the complaint or grievance.
MALFUNCTIONS WHICH CAN BE REPAIRED
1. CATERING SERVICES
In the field of catering services, if the quality, weight, temperature, rate, or price is not correct, the customer has the right to ask for a free, proper and timely mannered removal of an error. In such cases, the customer applies the complaint in advance of the first tasting of food and drinks or after tasting (not eating more then ¼ of a portion of a meal or drink) dependig on which error the customer claims.
2. ACCOMMODATION SERVICES
In the field of accommodation services, the customer has the right to ask for a free, proper and timely elimination of deficiencies, i. replacement or addition of equipment within the scope of Decree of MHSR no. 125/1995 Coll. If the guest does not notify the receptionist about detected defect until his departure from the accommodation facility, the right to make a complaint expires. Removable errors are considered to be the replacements or additions of defective small room equipment.
3. WELLNESS AND SPA SERVICES
In the field of wellness and SPA services, the customer has the right to ask for a free, proper and timely mannered removal of an error, which will be reported immediately to the reception staff.
MALFUNCTIONS WHICH CAN´T BE REPAIRED
1. CATERING SERVICES
In case the food and beverage problem can not be eliminated, the customer has the right to complete meal or beverage change or a full refund.
2. ACCOMMODATION SERVICES
In the case that it is not possible to remove technical malfunctions in the hotel room (failure of the heating system, weak water pressure, etc.), and if the hotel can not providethe guest with other alternative accommodation, and if the room is provided to the guest despite these defects, the guest has the right to:
In the case of a major change in accommodation, compared to the confirmed accommodation on the contract, due to unilateral decision of the establishment and the customer does not agree with the alternative accommodation, customer has the right to cancel the confirmed order or contract before overnight stay and refund of the money.
3. WELLNESS AND SPA SERVICES
In the case that it is not possible to remove the error that the guest is complaining about, guest is entitled to a reasonable discount on the price of the service provided, or a refund. If the guest uses the provided service and complains about the service only after its full use, the hotel will not accept the complaint.
TIME LIMITS FOR CLAIMS
The guest is obliged to personally participate in the handling of the complaint and provide information regarding the service provided. If required by the nature of the matter, the guest must allow the hotel staff access to the space provided for temporary accommodation in order to ascertain the justification of the complaint.
ALTERNATIVE DISPUTE RESOLUTION
The authority for alternative dispute resolution is:
* Slovak Trade Inspection
* Central Inspectorate
* Department for international relations and alternative resolution of consumer disputes
Prievozská 32, 827 99 Bratislava 27
Address for submitting submissions in electronic form: ars@soi.sk
The consumer can also use the website of the Ministry of Economy of the Slovak Republic www.mhsr.sk to submit a proposal for the initiation of out-of-court dispute resolution and to obtain information on the out-of-court resolution of consumer disputes (including cross-border disputes).
Conditions for resolving a dispute through the system of alternative dispute resolution at the SOI, if they are not met, the SOI may reject the proposal:
-the consumer must use all options given by law before turning to the competent body for alternative dispute resolution, e.g. asserts his right in the complaint procedure;
-the consumer must submit a proposal within one year from the date of delivery of the seller's negative response to the consumer's request for rectification or the futile expiration of the 30-day period from the day the consumer sent the submitter a request for rectification to which the seller did not respond;
-the quantifiable value of the dispute must exceed the amount of €20;
-the subject of alternative dispute resolution may reject the proposal if the matter to which the proposal relates has already been dealt with and the consumer has been informed of the details of its submission, while the proposal does not contain any new facts and alternative dispute resolution would be clearly inexpedient considering all the circumstances;
-the subject of alternative dispute resolution may reject the proposal if, in view of all the circumstances, it is clear that alternative dispute resolution could only be conducted with the development of disproportionate effort;
-alternative dispute resolution is free of charge.
FINAL PROVISION
This complaint policy takes effect from 1.1.2013