Consumer protection

Booking and the contract

You can book online using the booking form, by phone or by e-mail.

By sending an online booking you place a binding order for accommodation. We will e-mail you a summary right away. The accommodation contract is concluded when we confirm your booking; for bookings with a deposit, once the deposit has reached our account.

You can check your booking status, payment details and cancellation options at any time via the link in the confirmation e-mail.

Prices and payment

Prices on the website are final, per person and night depending on the season and meal plan. Prices for children and toddlers are listed under accommodation.

• A binding booking requires a deposit of CZK 3,000 per person.
• Pay the deposit by bank transfer, most easily by scanning the QR code in your mobile banking app. You will see the payment details and QR code right after sending the booking and we will also e-mail them to you.
• The deposit must be paid within 2 days of booking. If it does not arrive by then, the booking is cancelled automatically and the dates are released to other guests.
• The remaining price of the stay is paid on arrival.
• The local tourist tax is paid on site according to the regulation of the municipality of Stachy.

We will issue a receipt for every payment on request.

Cancellation policy

You can cancel your booking via the link in the confirmation e-mail, by phone or by e-mail. The cancellation fee is calculated from the deposit paid, depending on how many days before arrival you cancel:

• more than 31 days before arrival: free of charge, we refund your deposit
• 31 to 11 days before arrival: 50 % of the deposit
• 10 days or less before arrival: 100 % of the deposit

If you leave early or do not arrive, the amount paid is not refunded. If we have to cancel your booking, we refund the full amount paid.

Withdrawal from the contract

Please note that under Section 1837 (j) of the Czech Civil Code, an accommodation contract concluded at a distance (online, by phone, by e-mail) cannot be withdrawn from within 14 days, because it concerns accommodation services provided on fixed dates.

Cancellations are therefore governed by the cancellation policy above.

Gift vouchers

• You can buy a gift voucher on the Gift voucher page. It is valid for 12 months from payment; the expiry date is printed on the voucher.
• Redeem the voucher by entering its code when booking online, or by phone. The stay must start on the last day of validity at the latest.
• Any unused value remains on the voucher until it expires. The voucher cannot be exchanged for cash.
• Unpaid voucher orders are cancelled after 7 days.

Withdrawal: you may return a voucher bought online without giving a reason within 14 days of payment, provided it has not been redeemed. Simply e-mail us at the address above and we will refund the money within 14 days to the account it was paid from.

Arrival, departure and your stay

• Your room is ready in the afternoon on the day of arrival; please vacate it in the morning on the day of departure. We will gladly tell you the exact times when you book.
• On arrival, please present an ID document for the statutory guest register.
• Guests are liable for any damage they cause in the guesthouse.

Complaints

If anything is not to your satisfaction, please tell us right away on site so we can put it right as soon as possible.

You can make a complaint about our services in person, by phone or by e-mail, without undue delay after discovering the defect. We will handle your complaint without undue delay, within 30 days at the latest, and give you written confirmation.

Out-of-court dispute resolution

If we cannot resolve a dispute by agreement, you as a consumer have the right to out-of-court dispute resolution. The competent body is:

Czech Trade Inspection Authority
Štěpánská 567/15, 120 00 Praha 2
coi.gov.cz/informace-o-adr

A request for out-of-court resolution can be filed within 1 year of the day you first asserted your claim with us.

Supervisory authorities

• Compliance with consumer protection law is supervised by the Czech Trade Inspection Authority (coi.gov.cz).
• Compliance with the trade licence is supervised by the competent Trade Licensing Office.
• Data protection is supervised by the Office for Personal Data Protection, see our privacy policy.