Sales Terms and Conditions
- Definitions
- Website operator – PUHIT Kraków Sp. z o.o., responsible for managing and operating the hotel website.
- Hotel – Hotel Felix**, providing accommodation and other guest services.
- Customer – a natural or legal person making a reservation or purchasing hotel services.
- Reservation – the process of ordering a hotel service, confirmed by the Hotel.
- Hotel day – the period during which the Customer may use a hotel room, as specified in the regulations.
- Hotel services – services provided by the Hotel, including accommodation, catering and other additional services, settled under separate VAT regulations.
- Hotel Regulations – the regulations of Hotel Felix**, which the Customer agrees to observe upon checking in. Available at Hotel Reception.
- General provisions
- These regulations set out the rules for booking, purchasing and using hotel services offered by Hotel Felix**.
- Services may be booked and purchased in person, by phone, e-mail, via the Hotel website or an external booking portal.
- Making a reservation, including booking a room via the website, constitutes acceptance of these regulations.
- Prices are gross and stated in Polish zlotys (PLN) or euros (EUR).
- Booking and purchasing hotel services
- An agreement for hotel services may be concluded electronically by e-mail or by phone directly with the Hotel. The Agreement is concluded upon submitting a declaration of intent to conclude a sales agreement, when the Hotel confirms the order by e-mail or phone.
- Reservations may be made via:
- the Hotel website,
- an external booking portal,
- by phone,
- by e-mail,
- in person at Hotel Reception.
- A reservation requires personal data and may require prepayment or credit card details to guarantee it.
- The Hotel may reject a reservation if no rooms are available or for other significant reasons.
- If the required deposit is not paid on time and the Customer does not contact the Hotel, the agreement for electronic services is terminated and no Agreement is concluded.
- For phone, e-mail or in-person reservations, acceptance of the regulations takes place when the Hotel confirms the reservation.
- Cancellation and refund terms
- Individual service offers may require a non-refundable prepayment of up to 100% of the ordered service value.
- The Customer may cancel or change an order by contacting Hotel staff by e-mail at felix@hotelfelix.pl, by phone or via an external booking portal.
- If cancellation entitles the Customer to a prepayment refund, it will be made using the original payment method (e.g. card payment to the card account; bank transfer to the account from which it was sent) within 14 days of the Hotel’s approval of the cancellation.
- Refunds depend on the reservation type (non-refundable, refundable, etc.).
- If a reservation is not cancelled by the specified deadline, the Hotel may charge the Customer according to the reservation terms.
- Complaints, if any, are reviewed individually within a maximum of 14 days.
- Rules for using hotel services
- The hotel day begins at 16:00 and ends at 12:00 the following day.
- The Customer agrees to follow the rules set by the Hotel in the Hotel Regulations, including caring for Hotel property and observing quiet hours.
- The Hotel may refuse to provide services in the event of a breach of the Hotel Regulations or sales regulations.
- Online sales
- The Hotel offers booking and purchase of services via its website.
- Online payments are processed through secure payment systems.
- The Customer receives reservation confirmation at the provided e-mail address after payment or credit card guarantee has been made.
- Sales for organised groups
- A reservation for an organised group requires a non-refundable deposit not exceeding 30% of the total stay price, confirming the reservation.
- The final number of participants and the range of ordered meals (lunches, dinners, suppers, lunch boxes and special meals accounting for allergies, intolerances and diets) must be reported no later than 3 days before arrival. The price of special meals is agreed individually with the catering manager. After this deadline, changes are not possible; preparation and settlement will follow the original order.
- The total stay price must be credited to the Company’s account no later than 1 business day before the group’s arrival. In exceptional cases, the Hotel may agree to payment of the balance at check-in, provided the total amount due does not exceed PLN 15,000.
- Coach parking is included in the stay price.
- Depending on the transaction value, the Hotel may grant discounts and rebates.
- The Hotel may change the room arrangement in unforeseen circumstances.
- A refund for cancellation is possible only until the deposit is paid. After that, only the stay date may be changed or the deposit forfeited.
- A date may be reserved by e-mail at: felix@hotelfelix.pl.
- Submitting a price offer does not constitute the Hotel’s acceptance of the reservation. Acceptance occurs only after written confirmation from the Hotel.
- The hotel day may be extended subject to availability, for an additional fee agreed individually with Hotel management.
- Complaints, if any, are reviewed individually.
- Personal data protection and communication confidentiality
- The Hotel processes personal data in accordance with applicable data protection laws, Article 23(1)(3) and (5) of the Personal Data Protection Act, and Article 8(1)(1) of the Act of 18 July 2002 on the provision of electronic services.
- The Customer has the right to access, correct and request deletion of their data.
- The Hotel ensures communication confidentiality, including information transmitted via the website and data entered by Customers who are consumers. This information is stored solely in the Hotel’s ICT system unless: – it is publicly available, – disclosure is necessary for proper service provision, – applicable law or a legitimate request by a public authority requires disclosure.
- Final provisions
- The Hotel reserves the right to amend these regulations.
- Matters not covered by these regulations are governed by Polish law.
- All disputes will be resolved by the court competent for the Hotel’s registered office.