AZUL Hotel & Restaurant

Complaints procedure

1. This complaint procedure regulates the method and place of the complaint, the alternative method of dispute resolution (for an amount over EUR 20) post the resolution of the complaint, and the method of making corrections when applying the complaint. It refers to hotel services and the sale of products and goods sold by the hotel to guests (consumers). Complaints are processed in accordance with such complaints procedure, in compliance with legal provisions and consumer rights defined in Act no. 250/2007 Coll. on consumer protection.
2. Complaints are handled during opening hours at AZUL Hotel & Restaurant, where the service was provided or the goods were purchased
   • AZUL Hotel & Restaurant, Nádražná 2204/8, 958 01 Partizánske.
   • Complaints are handled by: F&B manager tel. number +421 918 488 235, and the senior staff on duty.
   • Complaints for the hotel are handled by: Hotel manager tel. number +421 918 464 222 and the staff on duty.
3. For complaints, it is always necessary to present a document on the purchase of goods or the provision of a service.
4. Invoice, fiscal receipt.
5. AZUL Hotel & Restaurant provides a guarantee for the provided services, products or goods in accordance with the Commercial Code.
6. Complaints about sold goods: The warranty period begins on the day the customer receives the goods. Rights from liability for defects in perishable items must be applied no later than the day following the purchase, otherwise the rights will expire.
7. The consumer is obliged to report to the seller about defects in goods or defective service provided without undue delay after discovering the defect or defective service, by presenting the defective goods in the store or proving the defective service provided.
8. Complaints are handled during opening hours at AZUL Hotel & Restaurant, where the service was provided or the goods were purchased.
   • If the consumer was not sufficiently informed by the seller about the nature and properties of the product (food/beverage), or if the product (food/beverage) does not meet the required quality, measure and weight. The consumer has the right to have the product checked on a calibrated scale located in the hotel’s kitchen.
   • Control (measured) glasses for checking the amount of drinks are located in the hotel restaurant and the service staff is obliged to perform control measurements.
9. Complaints about accommodation services, with the exception of services provided by a third party (recreation, balloon flight, live music,…) can be made directly on the spot at the hotel reception. The receptionist verifies the complaint, the rooms, facilities or services and, after agreement with the manager, proceeds to change the accommodation unit, or to a discount on the price of the room for the stay, in accordance with the justification of the claimed defect. The consumer (guest) does not have the right to request a refund after using the service, if serious and justified deficiencies have not been detected.
10. The complaint will be dealt with as soon as possible (if justified) by exchanging the product or goods for a faultless one or by providing a replacement faultless service. If the exchange is not possible, the service staff will take the product back and return the purchase price to the customer.
11. It is not possible to make a complaint if the defect of the goods was caused by inappropriate handling on the part of the consumer, or by using it for a different purpose, or under other conditions than those stipulated.
12. The reception or service staff in the restaurant will immediately determine the legitimacy of the complaint and eliminate the deficiencies.
13. If the claim is made through means of remote communication, the seller is obliged to deliver the confirmation of the claim to the consumer without delay. At the latest, however, with confirmation of the processing of the complaint.

The complaint procedure is valid from January 11, 2018.