Complaint Procedure

To ensure the proper handling of complaints about defects in goods and services sold and

provided at Penzión PATRIOT & RESTAURANT*** and DEPENDANCE PATRIOT, based

on Act No. 250/2007 Coll. on Consumer Protection, this complaint procedure is issued:

ARTICLE I.

Right to Complain

The client has the right to complain about possible defects in the provided services and

defects in purchased goods, including the right to their removal, replacement,

supplementation, or alternatively to receive a substitute new service or an appropriate

discount on the agreed price of the paid services or goods.

ARTICLE II.

Subject of Complaint

Defects in the quality of food and beverages intended for immediate consumption must be

complained about immediately upon discovering the defect, directly to the serving staff. If the

defects concern quantity or weight, the complaint must be made before consumption begins.

Complaints about defects in other goods or services must be made by the client at the

accommodation facility where the goods or services were purchased immediately, without

unnecessary delay, based on a receipt from the electronic cash register; in the case of goods,

no later than the end of the warranty period. Without presenting proof of purchase, the

accommodation facility may refuse to acknowledge the complaint. Complaints about defects

in accommodation services can primarily be made to the reception staff without unnecessary

delay. The right to complain about defects in accommodation expires if not exercised no later

than 6 months from the date of service provision.

When filing a complaint, the client must provide all relevant documents related to the

provision of the service or purchase of the goods for which the defect or shortcoming is

claimed.

ARTICLE III.

Procedure for Handling Complaints

Food and Beverage Services

Defects in food are considered irremovable. If a defect occurs in food, meals, or beverages,

the client has the right to request a replacement or a refund of the paid amount or a discount.

If proper quality, weight, measure, or temperature of meals and beverages is not met, the

client has the right to demand free, proper, and immediate removal of the defect.

Accommodation Services

The client is entitled to demand free, proper, and timely removal of defects such as:

 Replacement of defective or supplementation of missing minor room equipment.

If it is not possible to remove technical defects (e.g., heating system failure, low water

pressure, lack of hot water, etc.) and the hotel cannot provide alternative accommodation, the

client has the right to a discount on the basic accommodation price or to withdraw from the

contract before overnight stay and to receive a refund of the paid accommodation fee.

All complaints are accepted by the reception staff, who informs the client about the relevant

manager responsible for handling the complaint. The complaint is handled by the relevant

manager, who must review the complaint, issue a written confirmation of complaint receipt,

and decide on the method of handling it.

If it is not possible to resolve the complaint by agreement, the responsible manager must

prepare a written record of the complaint with the client. The record must include the exact

description of the provided service or purchased goods, the time when the service was

provided or goods purchased, and a description of the defect. If the client provides a written

proof of service or purchase to the hotel staff, this must be explicitly mentioned in the

complaint record.

The justification of the complaint is decided by the director or the responsible manager

immediately, or in complex cases within 3 working days. If expert assessment of the defect is

needed, the deadline for complaint handling is 30 days.

The client receives a copy of the complaint record and information about its resolution and is

contacted after 14 days to check satisfaction with the complaint process.

ARTICLE IV.

Client’s Cooperation in Complaint Handling

The client is obliged to provide the cooperation necessary to handle the complaint, especially

by giving truthful information related to the provided service or purchased goods.

If the nature of the complaint requires, the client must allow the hotel staff access to the

provided space to verify the legitimacy of the complaint.

ARTICLE V.

Final Provision

This complaint procedure comes into effect on April 1, 2019.

M. Pobjecký

Director of BAR.BAR s.r.o.