Hotel rules and regulations
REGULATIONS
§1 THE SUBJECT MATTER OF THE REGULATIONS
1. These rules outline the guidelines for the services provided, responsibilities, and accommodation on the hotel grounds, forming an essential component of the agreement that is finalized through making a reservation and submitting a deposit.
2. The regulations apply to all individuals residing at Hotel Malinowy Potok ***.
3. Booking accommodation signifies an agreement to abide by these regulations.
§2 THE HOTEL DAY
1. The hotel room is rented for days.
2. The hotel day begins at 3:00 pm on arrival day and ends at 11:00 am the following day.
3. If the guest does not specify the time of stay it is assumed that the room has been rented for one day only.
4. Requests to extend the stay must be made at the reception by 10:00 am on the day the room rental expires. The hotel may decline extension requests if all rooms are occupied or if the guest is not following the hotel's rules.
5. The cost to extend the stay is 40 PLN per person per hour (up to 2 hours).
6. Non-residents visiting guests can stay in the hotel room only from 6:00 am to10:00 pm.
7. Keeping the room over 11:00 am is automatically treated as extending the stay.
8. The Hotel Guest cannot transfer the room to other people even if the hotel day for which he paid the fee has not expired.
§3 RESERVATION AND CHECK- IN
In the case of an early accommodation reservation, the hotel requires a deposit payment of 30% of the total booking and stay amount. The deposit payment deadline is 2 days from the reservation date. If the deposit is not paid, the reservation is canceled.
For "Last Minute" reservations, the hotel requires a deposit payment of 30% via BLIK or immediate bank transfer.
After the deposit is paid, the reservation status changes to confirmed, and a confirmation email is sent to the email address provided during booking.
Modification of an existing reservation is only possible through an individual agreement with the hotel (by phone or email). Approval or rejection of reservation modifications will be communicated via email.
In case of cancellation or modification of a reservation up to 7 days before the start of the stay, the guest may ONLY transfer the paid deposit to a stay at any time until the end of the current year (subject to pricing conditions applicable to the new stay date).
The hotel reserves the right to cancel a stay without giving a reason:
• 10 days before the start of stays lasting over 6 days,
• 5 days before the start of stays lasting 2–6 days,
• 48 hours before the start of stays lasting less than 2 days.
The hotel is obliged to promptly inform the customer by phone or email and refund the amount paid.
For cancellations made less than 7 days before the start of the hotel day, the paid deposit is forfeited and cannot be transferred to another date.
8. Failure of the guest to arrive by 10:00 am the next day also results in reservation cancellation (including through booking portals – charges will apply).
9. The guest may transfer all entitlements from the reservation to another person, with the lessor's consent, provided the new guest assumes all obligations resulting from the reservation. In this case, the hotel must be promptly notified of the change in the booking, providing the personal details of the new guest who will assume the rights and obligations from the agreement. The new guest must confirm this via email, updating the reservation with necessary personal and payment details.
No refunds are provided for unused reserved time – this mainly applies to shortened stays.
11. The hotel reserves the right to accommodate only adults (1 person per room).
12. The guest renting a room must present an identification document with a photo (ID card, passport, residence permit) at check-in for identity verification. The guest must also complete the registration card presented by the receptionist and sign it.
13. If a guest refuses to present an identification document with a photo confirming their identity, the hotel may refuse entry.
14. The hotel reserves the right to refuse entry to any guest who, in the service's opinion, poses a threat to the safety, health, life, and image of other guests, employees, or the hotel (brand).
15. Upon check-in, the hotel may pre-authorize a credit card or collect deposits equivalent to the full cost of the stay and any additional orders. If a gastronomic or massage account is opened during the hotel stay, a fiscal receipt/invoice will be issued at the hotel reception upon payment for services, no later than at check-out.
16. If a guest wishes to receive an invoice for the stay, including the deposit paid, they must inform the reception before making the deposit payment (when making an online reservation, please enter invoice details in the designated field). The deposit will be booked on the day it is received in the account, resulting in the issuance of a receipt or invoice. The final settlement will be invoiced separately on the day the stay is paid for. The deposit and final settlement will be issued on two separate documents.
§4 SERVICES
1. The hotel offers services according to the category and standard it has been awarded.
2. In case of complaints about the quality of service, please report them to the reception as soon as possible, which will enable us to respond promptly.
3. The hotel is obliged to ensure:
· full and unrestrained rest to the hotel Guests,
· safe stay, including confidentiality of Guest information,
· professional and polite attendance,
· leaning of the room and performing necessary repairs to the
· equipment in the absence of the Guest of his or her presence
· with Guest’s prior consent.
4. On request, the hotel offers the following services free of charge:
· providing information related to the stay or travel,
· luggage storage.
5. Children up to 3 years old may stay for free at the hotel provided that, while staying in the room with an adult guardian, they sleep in the existing bed.
6. The hotel has an unguarded parking lot on the premises, which guests can use free of charge. The hotel does not take reservations for parking spaces.
7. Access to the SPA area, Monkey Grove, and outdoor attractions is possible after familiarizing oneself with the regulations posted at the entrance to these attractions.
8. There is a lobby bar on the premises that guests can use during opening hours. Payment for food and beverage services ordered at the bar can be made in cash or upon check-out at the reception.
9. There is a ski storage room on the premises, which guests can use free of charge.
§5 THE GUEST’S RESPONSIBILITY
1. The hotel Guest bears full financial responsibility for any damage or destruction of the Hotel’s technical equipment and devices, caused through his/her fault, or the fault of people visiting him/her.
2. The hotel guest has a right of preservation of silence from 10:00 pm to 6:00 am the next day. The behavior of guests and individuals using the hotel's services should not disturb the peaceful stay of other guests. The hotel reserves the right to refuse further services to anyone who violates this rule.
3. Hotel Guests should inform the hotel Reception about damage immediately after the damage has occurred.
4. Minors should be in the hotel under the constant supervision of legal guardians.
5. Legal guardians are financially responsible for any damage to equipment and technical devices caused by the actions of minors under their care.
6. Due to fire safety regulations, the use of heaters, electric irons, or similar devices not provided as part of the hotel room's amenities is prohibited.
7. Smoking and the use of open flames are prohibited throughout the entire premises. Triggering a false fire alarm will result in the fire department responding and a monetary penalty (starting from 5000 PLN). Smoking is only permitted in designated outdoor areas located outside the hotel.
8. In case of a fire hazard, guests should immediately inform the reception desk or any hotel staff member.
9. The fee for a lost room key card is 50 PLN.
10. The hotel reserves the right to charge the guest's credit card after departure for any damages caused or in case of non-payment for accommodation or other services.
11. Valuables should be left in the safe provided in the room. The property is not liable for the loss or damage of items that were not left in the safe.
12. Pets are not allowed on the premises.
13. Walking in ski boots around the property and bringing ski equipment into rooms is prohibited.
§6 THE HOTEL’S RESPONSIBILITY
1. The hotel is not responsible for any damage to or loss of a guest's car or other vehicle, belongings left inside, or live animals, whether the vehicle is parked on the hotel premises or elsewhere.
2. The hotel reserves the right to refuse to accept items of high value and items that threaten security.
§7 LOST PROPERTY
1. If the Guest requests that items left behind be sent back, the Hotel will send them to the address indicated by the Guest at his/her expense.
2. By the Civil Code, if the guest does not provide instructions for the return of their left belongings, the hotel will store these items for 1 month. After this time, unclaimed items will be disposed of.
3. The hotel does not store perishable food items, medicines, or other articles that may be subject to damage or expiration.
§8 COMPLAINTS
1. In the unlikely event that a Guest is not 100% satisfied with any aspect of their stay, a complaint should be made at the earliest opportunity to the Reception staff, which will allow the Hotel
to address and rectify any issues as they arise.
2. Complaints are accepted at the hotel reception or by sending an email to: biuro@malinowypotok.pl.
3. Complaints should be submitted promptly upon noticing any shortcomings in the standard of services provided.
4. Any disputes between the client and the hotel will be resolved by Polish law by the court having jurisdiction over the registered office of Anna and Jan Koźlak Spółka Cywilna.
§9 INFORMATION ABOUT PERSONAL DATA
1. According to Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, we inform you that the administrators of personal data are Anna and Jan Koźlak Spółka Cywilna, located at ul. Szaflarska 69, 34-400 Nowy Targ.
2. Personal data is processed to make accommodation reservations and provide hotel services, and if consent is given, also for marketing purposes.
3. Data collected to provide hotel services will be processed for the period specified by law, and in the case of data collected based on consent, until such consent is withdrawn.
4. You have the right to access your data, correct it, request data portability, and obtain a copy of the personal data processed by the hotel.
5. If consent is given for processing for marketing purposes, you also have the right to withdraw your consent at any time, request restriction of processing, deletion, and the right to be forgotten.
6. Your data may be disclosed or transferred to the following categories of recipients:
· Transport and taxi companies in case of guest transportation or courier services.
· IT support service providers for the hotel.
· Legal service providers.
· Marketing service providers for the hotel
7. Contact with the person responsible for data protection is possible by sending an email to biuro@malinowypotok.pl.
8. The hotel has a CCTV surveillance system installed. The monitoring is used to improve the safety of hotel guests. CCTV data is stored for 7 days. CCTV data may be provided upon request to appropriate authorities.