Complaints Procedure

Issued in accordance with Act No. 250/2007 Coll. on Consumer Protection and Act No. 40/1964 Coll., the Civil Code

Article I

Purpose and Scope

This document outlines the procedure and conditions for lodging complaints regarding accommodation services provided at the Villa Cherry apartment house. It applies to every guest who has properly booked and paid for the services. By submitting an online reservation, the guest confirms that they have been informed of the complaint policy and fully agree to its terms.

A complaint may be filed if the agreed-upon services were not provided at the expected level or scope.

Article II

How to File a Complaint

The guest is required to report any deficiencies without undue delay, ideally immediately after discovery, directly to the accommodation provider. It is recommended to present any relevant booking or payment documents (e.g., invoice, payment confirmation) if available.

The provider will prepare a brief written record of the complaint and issue an acknowledgment specifying the subject of the complaint and the chosen method of resolution. This confirmation will be delivered by email.

For simple cases, the provider will decide on the resolution immediately. In more complex situations, the guest will be informed about the expected resolution period, which must not exceed 30 days. The result will be delivered to the guest in writing (via email).

To facilitate reporting, guests may use the emergency contact number (“SOS number”) available on the provider’s website.

Article III

Remediable Deficiencies

If issues arise that can be resolved—such as minor technical problems or missing apartment equipment—the guest has the right to have them addressed promptly, properly, and free of charge.

Article IV

Irremediable Deficiencies

If a defect in the assigned apartment cannot be corrected and no alternative accommodation can be offered, the guest may choose one of the following options:

  • receive an appropriate discount from the standard price, or
  • cancel the contract prior to the first overnight stay and receive a refund for unused nights.

Article V

Guest Obligations

The guest is required to cooperate during the complaint process by providing accurate and objective information about the service in question. If necessary, the guest must allow authorized staff to access the rented premises to verify the complaint’s validity.

Article VI

Alternative Dispute Resolution

If the guest is dissatisfied with the handling of the complaint, they may contact the accommodation provider with a request for correction. If the provider rejects the request or fails to respond within 30 days, the guest has the right to initiate alternative dispute resolution under Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes.

The competent authority for alternative dispute resolution is:

Slovak Trade Inspection (SOI)
Bajkalská 21/A, 827 99 Bratislava
www.soi.sk

Alternatively, the guest may contact another authorized legal entity listed in the register of dispute resolution bodies maintained by the Ministry of Economy of the Slovak Republic (www.mhsr.sk).

In cross-border cases, the guest may also contact the European Consumer Centre, which will provide relevant contact details for the responsible authority.

Before pursuing alternative dispute resolution, the guest is required to exhaust all available means with the provider, including submitting a formal complaint.

Article VII

Final Provisions

This Complaints Procedure enters into force on July 1, 2025, and is available on the official website of Villa Cherry.