MBM Tatry, s.r.o., Nám. Sv. Egídia 114, 058 01 Poprad, Operation: At our place, Sobotské nám. 27, 058 01 Poprad – Sp. Sobota COMPLAINTS POLICY - ACCOMMODATION 

To ensure a quick and correct procedure for handling complaints about services provided at the accommodation facility Doma u nas, we are issuing the following complaints procedure in accordance with the relevant provisions of Act No. 250/2007 Coll. on Consumer Protection, the Commercial Code 513/1991 and the Civil Code - Act No. 47/1992, as amended: 

Article I
Right to complain about services

If the consumer discovers that the accommodation services provided, or services related to them, have a defect, he has the right to complain about this. If the consumer discovers that the accommodation service that was provided has a defect, he must exercise his right with the manager of the operation or with an employee authorized by him without undue delay; his right shall lapse if it has not been exercised within 6 months of the provision of the service. When making a complaint, the consumer shall submit a document on the services provided, a document on payment for the services whose defect he is complaining about. 

Article II
Responsibility of the Organization

If the consumer exercises the right of liability for defects in services, the head of the establishment or an employee authorized by him is obliged to decide on the complaint immediately after a professional assessment. If it is not possible to resolve the complaint immediately or the head of the establishment or an employee authorized by him does not consider it justified, he is obliged to draw up a record of the complaint with the consumer. The record shall state the exact designation of the service and the time when it was provided, the alleged defects and the request for the resolution of the complaint. The consumer will receive a copy of the record. If it is a complex case, the head of the establishment is obliged to decide on the complaint within 3 working days. This time does not include the time needed for a professional assessment of the defect. However, the resolution of the complaint may not take longer than 30 days. After this period has expired, the consumer has the same rights as if it were a defect that cannot be removed. If the operator does not acknowledge the complaint within three working days, the operator is obliged to have the provided service professionally assessed. The operator is obliged to prove the sending or the results of the professional assessment at the request of the supervisory authority. If the consumer is not satisfied with the handling of the complaint, he or she can exercise his or her right in court. 

Article III
Irremovable defects in the service provided

Accommodation services MBM Tatry, s.r.o., Nám. Sv. Egídia 114, 058 01 Poprad, Operation: Doma u nás, Sobotské nám. 27, 058 01 Poprad – Sp. Sobota COMPLAINTS PROCEDURE - ACCOMMODATIONIf it is not possible to eliminate technical defects in the room allocated to the consumer, and if the accommodation facility cannot provide the consumer with other alternative accommodation and the room will be rented by agreement despite such a defect, the consumer has the right to

• a reasonable discount on the room price,
• cancellation of the contract, usually before the overnight stay and a refund if the money has already been paid

Article IV
Time limits for filing a complaint

The consumer is obliged to file a complaint without undue delay, no later than the end of the warranty period. This complaint procedure is valid from 01. 08.2021.