Terms and Conditions

1. General Terms and Conditions of LH Hotels & Resorts s.r.o.

1.1

These General Terms and Conditions govern reservations made through the websites of hotels operated by LH Hotels & Resorts s.r.o.

1.2

By visiting, browsing, using our website, and making a reservation, you confirm that you have read, understood, and accepted these Terms and Conditions.

1.3 Service Provider

Accommodation and related services under these Terms and Conditions are provided by:

LH Hotels & Resorts s.r.o.

Římská 103/12

Vinohrady

120 00 Prague 2

Czech Republic

Company ID (IČO): 06341969

VAT ID: CZ06341969

Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 280561

(hereinafter referred to as "LHHR").

1.4

LH Hotels & Resorts s.r.o. (hereinafter "LHHR") is registered at the above address. All correspondence should be sent to this address.

1.5

By making a reservation through the LHHR hotel websites, you enter into a direct and legally binding contractual relationship with LHHR.

By completing a reservation, you confirm and declare that:

you are legally competent to enter into contracts;

you are at least 18 years of age;

you accept responsibility for all payments made in your name or using your credit/debit card;

all information you provide is true, complete and accurate.

1.6

Any reservation you submit shall be deemed an expression of your intention to purchase the selected services offered by LHHR hotels.

Your reservation shall become contractually binding only after it has been confirmed by the hotel or LHHR's reservations department and after either:

payment of the required advance invoice has been received; or

the reservation has been guaranteed by a valid credit/debit card, where applicable.

2. Types of Reservations

2.1

Two types of reservations are available through the hotel websites:

a) Standard Flexible Reservation

A reservation that may be cancelled free of charge up to 24 hours before arrival, subject to the applicable cancellation policy.

b) Non-Refundable Reservation

A discounted reservation that cannot be cancelled or refunded.

2.2

Flexible reservations may be modified or cancelled in accordance with the applicable cancellation conditions for the selected rate and stay dates.

2.3

Non-refundable reservations may be modified or cancelled; however, any payments already made are non-refundable.

Compared to standard reservations, non-refundable bookings are offered at a discounted rate. This discounted price is conditional upon immediate prepayment by the guest's credit or debit card at the time the reservation is made.

3. Online Reservation Process

3.1

To make an online reservation through the LHHR hotel websites, you must complete the reservation form with all required information relating to your stay, including:

selected hotel,

arrival and departure dates,

number of guests,

number of rooms,

promotional code (if applicable).

After clicking BOOK NOW, you will be redirected to a page where you can select your preferred room type according to the available rates and payment conditions.

In the next step, you will be asked to complete the reservation form with your personal details and provide your credit or debit card information.

Two payment options are available:

a) Non-Refundable Rate

A discounted rate requiring immediate prepayment by credit or debit card at the time the reservation is made.

b) Standard Flexible Reservation

Payment is made at the hotel upon arrival. Credit or debit card details are requested solely to guarantee the reservation.

Once the reservation has been confirmed and submitted, you will receive a reservation confirmation containing all details of your booking.

3.2

If you choose immediate prepayment by credit or debit card, the hotel will charge the total reservation amount to the card provided during the booking process.

If the reservation is to be paid using a third party's credit or debit card (i.e. the cardholder will not be staying at the hotel), please contact the hotel's reception by email. We will send you a secure payment link through which the payment can be completed safely.

3.3

Once the payment has been successfully authorised, you will receive a confirmation email together with your reservation confirmation and invoice.

If you do not receive the confirmation email, or if you have any questions regarding your reservation, please contact the reservations department or the reception of the respective hotel.

Contact details for all hotels can be found on the individual hotel websites.

4. Reservation Changes

4.1

Any changes to an existing reservation, including but not limited to:

guest name,

stay dates,

hotel,

room type,

or any other reservation details,

must be requested in writing by email and sent to the reception of the respective hotel.

Contact details are available on each hotel's website.

You will receive written confirmation once the requested modification has been processed.

If the requested modification cannot be accommodated, you will be informed by email.

5. Prices

5.1

Our websites always display:

the average room rate per night; and

the total price of the stay.

During the reservation process, you may choose your preferred payment currency.

We accept payments in Czech Koruna (CZK) and Euro (EUR).

For payments in any other currency, please contact the hotel reception directly.

5.2

Payments made by credit or debit card may be processed in CZK or EUR.

If you wish to pay in another currency, please contact the respective hotel before making your reservation.

5.3

Exchange rates are updated daily and are based on the official exchange rates published by the Czech National Bank (CNB).

The exchange rate used and the final amount charged in Czech Koruna (CZK) will always be stated on the invoice attached to your reservation confirmation email.

6. Payment Terms

6.1

The payment method depends on the type of reservation selected. The applicable payment conditions are always specified during the reservation process.

6.2 Standard Flexible Reservations

For standard reservations with free cancellation up to 24 hours before arrival, payment is made directly at the hotel upon arrival.

To guarantee the reservation, guests are required to provide a valid credit or debit card number, including the card's expiry date.

The card is verified by means of a pre-authorisation for the amount of CZK 1.

A pre-authorisation is a temporary hold placed on the card for approximately 14 days (the exact duration depends on the card issuer's policies). This is not an actual charge and no funds are withdrawn from the guest's account.

6.3 Non-Refundable Reservations

For non-refundable reservations, immediate prepayment by the guest's credit or debit card is required.

The accommodation amount will be charged by the respective hotel's reception using the hotel's secure payment terminal.

7. Cancellation Policy

7.1

By making a reservation, you accept the applicable cancellation policy in the event of cancellation, late cancellation, or failure to arrive (no-show).

7.2

All cancellations and reservation changes must be submitted in writing by email to the reception of the respective hotel.

Your cancellation or modification request will be confirmed in writing.

Where applicable, the confirmation will also specify the contractual cancellation fee in accordance with the applicable cancellation policy.

7.3 Standard Flexible Reservations

For standard reservations with free cancellation up to 24 hours before arrival and payment at the hotel:

If the reservation is cancelled no later than 6:00 PM, at least 24 hours before the scheduled arrival date, no cancellation fee will be charged.

If the reservation is cancelled after this deadline, or in the event of a no-show, the hotel is entitled to charge a cancellation fee equal to 100% of the accommodation price and any additional services booked for the first night of the stay.

7.4 Non-Refundable Reservations

For non-refundable reservations requiring immediate prepayment:

In the event of:

cancellation,

modification of the reservation,

or failure to arrive (no-show),

the hotel is entitled to charge 100% of the total reservation value.

Group Cancellation Policy

Unless otherwise agreed in writing, the following cancellation fees apply:

Time before arrival Cancellation fee

More than 7 days No cancellation fee

5–7 days 50% of the total reservation price

2–4 days 75% of the total reservation price

1 day before arrival 100% of the total reservation price

No-show 100% of the total reservation price

8. Complaints and Compensation

8.1

If you are dissatisfied with the quality of your accommodation or any of the services provided, we kindly ask you to report the issue immediately to the hotel reception or hotel management.

This enables us to resolve the matter as quickly and effectively as possible during your stay.

8.2

If the issue cannot be resolved during your stay, please submit your complaint by email to:

reception@grundresort.cz

within 10 days of your departure.

Your complaint will be investigated and, where appropriate, compensation will be offered in accordance with the applicable laws and regulations.

LH Hotels & Resorts s.r.o. reserves the right to amend these Terms and Conditions at any time.

Guests are responsible for reviewing the current version of these Terms and Conditions before making each reservation and for familiarising themselves with any amendments.

Prague, 1 January 2021