AZUL Hotel & Restaurant

Payment and Contractual Terms

• Company headquarters: Tomášikova 23/C, 821 01 Bratislava (Ružinov borough)
• Company ID: 47358114
• Tax ID: 2023843778
• VAT ID: SK2023843778
• Company registered in the Commercial Register of the District Court Bratislava I, Section Sro, Entry No. 143185/B.
• Operation: AZUL Hotel & Restaurant, Nádražná 2204/8, 958 01 Partizánske, +421 38 762 7020, recepcia@azul.sk

Our company AZUL s.r.o. prides itself on transparency. Below you’ll find detailed information about our payment, complaint, and cancellation policies. All listed prices for accommodation and additional services are in euros (EUR) and are final. We are VAT payers.

1. Payment Terms

The price for accommodation is paid according to the current price list or the price confirmed in your online reservation form.

• Accommodation Deposits:
  • Group reservations (5 or more rooms): Full deposit payment is required two weeks in advance, unless otherwise agreed.
  • Individual reservations (by phone/email): No deposit is required.
  • Reservations via our website or booking portal: The full amount must be paid within three days of the online accommodation booking.
• Fees beyond the accommodation price:
  • Accommodation prices do not include local tax or catering services. These fees are paid on-site upon check-in. However, you can also order breakfast online in advance.o Accommodation prices do not include local tax or catering services. These fees are paid on-site upon check-in. However, you can also order breakfast online in advance.
• On-site payment options (at check-in/check-out):
  • Payment is possible by card via our terminal or in cash.
  • If we agree to payment at check-out, you will be asked to provide credit card details and consent to the possible settlement of the stay amount.
  • Payments by invoice, bank transfer, or proforma invoice are only possible after prior agreement with the Hotel Azul reception.
• Online payments for reservations:
  • When booking accommodation online, you can pay the deposit cashless by payment card (we support VISA, VISA ELECTRON, MASTERCARD, MASTERCARD ELECTRON, GPay, Apple Pay) directly during the booking process or immediately after submitting the order.
  • Other fees can be paid on-site in cash or by payment card.

2. Secure Online Payments

Your cashless online payments are processed by our payment gateway Global Payments s.r.o.

• Online card payment process:
  • Select the card payment option.
  • Fill in the required payment card details.
  • Confirm the payment.
  • After submitting the order, you will be redirected to the secure pages of the payment gateway, where you will pay the amount online in EUR.
  • After successful card payment, we will confirm your reservation by email. In case of payment problems, we will contact you.

3. Processing of Personal Data During Payments (Global Payments)

With your consent, Global Payments s.r.o. (with registered office at Vajnorská 100/B, 831 04 Bratislava – Nové Mesto, Company ID: 50 010 301) may process your identification (first name, last name) and contact details (email, phone number, address). This data is intended for providing information about products and services of their business partners via mail, phone/SMS (excluding automated calls), email, and other electronic means.

• Your consent is voluntary. You have the right to withdraw it or limit its scope at any time. Withdrawal of consent does not affect the lawfulness of processing carried out prior to withdrawal.
• Your personal data may also be processed for other purposes defined in the GP Personal Data Processing Principles, for which consent is not required.
• More information about the processing of your personal data, including your rights and how to withdraw consent, can be found in the current version of the Principles on the Global Payments website in the GDPR section.
• By completing this form (online reservation), you confirm that the information is truthful, you agree to the General Terms and Conditions for the acceptance of Global Payments payment cards and to the processing of personal data according to the stated Principles. You also agree to the possible creation of a copy of your identity document.

4. Complaint Policy

If you find that our services do not meet the agreed quality or scope, you have the right to file a complaint. Our complaint policy governs the method, place, and procedure for resolving complaints. It applies to all hotel services and goods purchased in our hotel. When handling complaints, we proceed in accordance with Act No. 250/2007 Coll. on Consumer Protection.

• Where and when to complain:
  • We handle complaints during opening hours directly at AZUL Hotel & Restaurant (Nádražná 2204/8, 958 01 Partizánske), where the service was provided or the goods purchased.
• Contact for complaint resolution:
  • Hotel Manager: +421 918 464 222.
  • Duty managerial staff.
• Procedure for filing a complaint:
  • Immediate notification: If you notice a reason for a complaint, report it immediately, without undue delay, to the responsible employee at the establishment.
  • Proof of defect: If the nature of the complained service or goods requires it, also present the specific item to which the defect relates.
  • Proof of purchase: It is always necessary to present proof of purchase of goods or provision of service (invoice, cash receipt, order). If the complaint is resolved immediately on site, our staff will handle it.
  • The head of the establishment or authorized employee is obliged to decide on the method of resolving the complaint without delay, or within the specified period.
• Warranty and defects:
  • We provide a warranty for services and goods in accordance with the Commercial Code.
  • In the case of perishable goods, rights arising from liability for defects must be claimed no later than the day following the purchase, otherwise the rights expire.
• Quality control (food and beverages):
  • If you were not sufficiently informed about the nature of the product (food/beverage) or service, or if the product does not meet the required quality, measure, or weight, you have the right to complain.
  • When complaining about food or beverages, you have the right to have the product re-weighed on a calibrated scale (in the hotel kitchen) or to have the volume of beverages checked using calibrated glasses (in the hotel restaurant). Our staff is obliged to perform such measurement.
• Complaints about accommodation services (excluding third-party services):
  • Complaints about accommodation services (with the exception of services provided by third parties, e.g., recreation, hot air balloon ride, live music) can be made directly at the hotel reception. The receptionist will verify the complaint and, in agreement with the responsible employee, may proceed to change the accommodation unit or provide a discount on the room/stay price, proportionate to the discovered defect.
  • After using the service, you do not have the right to request its reimbursement, unless serious and justified shortcomings have been found.
• Method of handling complaints:
  • Justified complaints are handled immediately, if possible, by exchanging the product/goods for a fault-free one, or by providing a replacement fault-free service. If exchange is not possible, the staff will refund the purchase price.
  • A complaint cannot be made if the defect arose from improper handling by the consumer or use for a different purpose/under different conditions than specified.
• Resolution of unresolvable defects in accommodation services:
  • Removable defects: You have the right to free, proper, and timely removal of minor shortcomings (e.g., replacement of small equipment) within the scope of Decree of the Ministry of Economy of the Slovak Republic No. 277/2008 Coll.
  • Irremovable defects: If it is not possible to remove technical defects in the room (e.g., hot water problem) and the hotel cannot provide alternative accommodation, but still rents the room, you have the right to: A reasonable discount on the price / Cancellation of the confirmed order/contract before overnight stay and a refund.
  • If a significant unilateral change in accommodation occurs (compared to the confirmed contract) and you do not agree to alternative accommodation, you also have the right to cancel the order/contract and receive a refund.
• Communication and record-keeping of complaints:
  • The reception or restaurant staff will immediately ascertain the validity of the complaint and rectify the shortcomings.
  • For a complaint submitted by remote communication (e.g., email), we will promptly deliver confirmation of its receipt, but no later than together with confirmation of its resolution.
  • If it is not possible to resolve the complaint immediately on site, the reception or restaurant staff will draw up a complaint form in two copies, one of which will be given to the consumer and the original will be filed in the records. The hotel management will inform you in writing about the method of handling the complaint no later than 30 days from its filing.
• Customer obligations when complaining:
  • You are obliged to personally participate in the handling of the complaint and provide objective information about the service provided.
  • If necessary, you must allow our staff access to the rented room so they can verify the validity of the complaint.

5. Cancellation Policy

All changes or cancellations of ordered and confirmed services must be communicated to the hotel in writing. You have the right to cancel your stay and agreed services within the cancellation period. In case of cancellation, the hotel reserves the right to charge cancellation fees as compensation for financial loss:

• Cancellation of 1 room:
  • We do not charge a cancellation fee if the cancellation is reported by 2:00 PM on the day of arrival.
• No-show:
  • If you do not report the cancellation at all, we will charge 100% of the agreed service price as a “no-show” fee.
• Group bookings of min. 5 rooms:
  • For cancellations made up to 14 business days before arrival, the hotel may charge a cancellation fee of 50% of the price of the agreed services.
  • If you cancel later than 14 business days before arrival, the hotel is entitled to 100% of the order price.
• Shortening of stay:
  • If you shorten your agreed stay, we have the right to charge you the full price for the originally booked length of stay.
• Advance payment and no-show:
  • If you have paid an advance payment, we will hold the reservation until 10:00 PM. If you do not arrive even after this time, we are not obliged to refund the advance payment, and the cancellation policy will apply.

6. Methods of Payment Return

If we need to issue a refund to you – whether due to an accepted complaint, an erroneously made payment, or another approved refund – we proceed as follows:

• For card payments:
  • We will refund the money back to the original payment card from which you made the transaction. After instructing the payment service provider, processing and crediting the funds to your account typically takes up to 3 business days. In cases where the payment or deposit was received directly by our partner (third party), the refund will be governed by their own terms and conditions.
• For bank transfers or online payment gateway payments:
  • Online payment via payment gateway: After approval of the refund, we initiate the refund through the payment gateway. The money will be returned to the same payment method (card or bank account) from which the payment was originally sent. The actual transfer to your account usually takes 3 to 10 business days, depending on the speed of banks and payment systems.
  • Payment by classic bank transfer: If you paid directly by bank transfer, we will ask you to provide your bank account details. Our finance department will then refund the payment directly to this account via internet banking. The money will arrive from our company account held at Slovenská sporiteľňa, a.s., with account number SK31 0900 0000 0051 7608 3084.

7. Alternative Consumer Dispute Resolution

If, as our customer, you believe that we have violated your rights, or you are not satisfied with how we handled your complaint, you have the right to ask us for rectification.

• When can you use ADR?

  If we have rejected your request for rectification of a violation of your rights, or if we have not responded to it for more than 30 days, you can submit a proposal to initiate alternative dispute resolution. This resolution takes place through specialized ADR entities and is governed by Act No. 391/2015 Coll. on alternative consumer dispute resolution.

• Where can you find ADR entities?

  A list of all authorized entities for alternative dispute resolution is publicly available on the website of the Ministry of Economy of the Slovak Republic: https://www.mhsr.sk/.

• Dispute resolution for online purchases (ODR platform):

  When purchasing goods or services via the internet or outside our regular business premises, you also have the right to contact us with a request for rectification (for example, via email at stez@stez.sk). If you consider our response to this request unsatisfactory, or if we do not respond to it within 30 days of its dispatch, you can submit a proposal to initiate alternative dispute resolution. For this purpose, the online dispute resolution (ODR) platform can be used, which you can find at: https://ec.europa.eu/consumers/odr/.

• Important information regarding the ADR process:
  • Alternative dispute resolution can exclusively address disputes that directly arise from or are closely related to our contract with you as a consumer.
  • Disputes defined in § 1 par. 4 of Act No. 391/2015 Coll. are excluded from this process, as are disputes whose value does not exceed €20.
  • A proposal to initiate ADR is submitted to a specific ADR entity (according to § 3 of the aforementioned Act) via a specific online platform or a designated form.
  • Please note that the ADR entity has the right to demand a fee for initiating the procedure, but its maximum amount is limited to €5 including VAT.
• Your other legal options:

  In addition to alternative dispute resolution, you always have the right to turn to the materially and locally competent general or arbitration court.