GENERAL TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS (GTC)

These General Terms and Conditions govern the rights and obligations between Roset Hotel & Residence and the Guest in relation to the provision of accommodation and related services.

I. GENERAL PROVISIONS

1.1. Roset Hotel & Residence, operated by T&H Management, s.r.o., with its registered office at Štúrova 10, 811 02 Bratislava, Slovak Republic, Company ID No.: 53570219, registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, File No. 150463/B (hereinafter referred to as the “Hotel” or the “Operator”), provides accommodation, breakfast and ancillary services. Restaurant, bar and other food and beverage services may be provided by independent operators.

These General Terms and Conditions (hereinafter referred to as the “GTC”) govern the rights and obligations between the Hotel and the guest, customer or any other person using the Hotel services (hereinafter referred to as the “Guest”).

1.2. These GTC apply to all reservations and services provided by the Hotel, in particular:

a) direct reservations made through the Hotel website, reservation system, e-mail, telephone or in person

b) reservations made through online booking portals and distribution partners (e.g. Booking.com, Expedia, Google Hotels and related partner platforms)

c) individual, corporate, group and long-term stays

d) ancillary services including transfer, limousine and related services

1.3. Relations not governed by these GTC shall be governed by the laws of the Slovak Republic, the Hotel Accommodation Rules and other internal Hotel regulations.

II. RESERVATION CONDITIONS

2.1. The Hotel provides services within the scope and under the conditions valid at the time the reservation is made.

2.2. Reservations may be made through the Hotel website, reservation system, electronically, by telephone, in person or through online booking portals and distribution partners.

A reservation shall become binding upon confirmation by the Hotel or fulfilment of reservation conditions, in particular payment, credit card guarantee or another method specified by the Hotel.

2.3. The Guest is responsible for the accuracy of all information provided during the reservation process. The Hotel shall not be liable for consequences arising from incorrect or incomplete information provided by the Guest.

2.4. Special Guest requests (e.g. room preference, floor, view, early check-in, late check-out, baby cot, extra bed or other requests) are subject to availability and are not guaranteed unless otherwise confirmed by the Hotel in writing.

2.5. The Hotel reserves the right to reasonably change room allocation if required by operational, technical, safety or extraordinary circumstances while maintaining a comparable accommodation category.

2.6. The Hotel reserves the right to refuse a reservation or provision of services in cases of violation of these GTC, the Hotel Accommodation Rules, applicable laws or inappropriate, aggressive, dangerous or unlawful conduct.

2.7. Pets are not permitted in the Hotel.

2.8. The Hotel is a non-smoking property. Smoking is permitted exclusively in the designated area located on the terrace between the 1st and 2nd floors.

In the event of violation of the smoking prohibition in guest rooms or interior areas of the Hotel, the Hotel is entitled to charge a penalty fee of EUR 500.00 without prejudice to its right to claim damages.

III. PAYMENT CONDITIONS

3.1. Prices for services provided by the Hotel shall be governed by the valid price list, offer and conditions applicable at the time of reservation.

Prices may include or exclude local accommodation tax according to the conditions of the specific reservation.

3.2. Reservations may be subject to advance payment, credit card pre-authorization, credit card guarantee or full prepayment according to the selected reservation type, cancellation conditions or rate conditions.

3.3. The Hotel accepts in particular the following methods of payment:

a) payment cards

b) bank transfer

c) proforma invoice

d) other payment methods accepted by the Hotel

3.4. For reservations guaranteed by deposit or prepayment, the Guest shall make payment within the deadline specified by the Hotel.

If payment is not made within the specified period, the Hotel reserves the right to cancel the reservation.

3.5. For reservations made through online booking portals and distribution partners, payment conditions shall be governed by the conditions of the relevant platform unless otherwise specified by the Hotel.

3.6. The Hotel reserves the right to perform pre-authorization or verification of the payment card prior to Guest arrival in accordance with reservation conditions.

3.7. In the event of outstanding Guest liabilities, damage caused by the Guest or violation of these GTC, the Hotel is entitled to assert claims in accordance with applicable legislation.

3.8. Tax documents and invoices shall be issued in accordance with the applicable laws of the Slovak Republic.

The Guest shall provide billing details no later than at the time of reservation or check-in.

3.9. The Hotel reserves the right to require a credit card guarantee or financial deposit upon arrival to cover ancillary services, damages or outstanding obligations.

3.10. The Hotel reserves the right to assert claims against the Guest arising from unpaid services, damages, cancellation fees, penalty fees or unauthorized payment chargebacks in accordance with applicable legislation.

IV. CANCELLATION, NO-SHOW AND EARLY DEPARTURE

4.1. Cancellation conditions, reservation amendment conditions, payment conditions and refund conditions shall be governed by the booked rate, reservation type, confirmed reservation or conditions published at the time of reservation.

4.2. Reservations may be made as:

a) non-refundable reservations

b) flexible reservations

c) free cancellation reservations

d) corporate, group or individual reservations

e) reservations made through online booking portals and distribution partners

4.3. For reservations made through online booking portals, distribution partners or third parties, cancellation conditions, refunds and amendment conditions may be governed by the relevant platform.

In the event of conflict between Hotel conditions and third-party conditions, the relevant platform conditions shall prevail for the respective reservation.

4.4. In case of Guest no-show without prior reservation cancellation, the Hotel is entitled to charge fees according to the booked rate conditions or confirmed reservation.

4.5. Early termination of stay, early departure, unused services or shortened stay do not automatically establish entitlement to refund or price reduction.

4.6. Any request to amend a reservation, stay dates, room type or scope of services is subject to availability and may result in price or reservation condition changes.

4.7. Refunds, where applicable under reservation conditions or applicable law, shall be processed using the same payment method unless otherwise determined by the Hotel.

The Hotel reserves the right to consider fees related to payment transactions, banking operations or payment intermediaries where permitted by law.

4.8. The Hotel shall not be liable for inability to provide services or service limitations caused by force majeure, extraordinary events, technical failures, decisions of public authorities or other circumstances beyond the Hotel’s reasonable control.

V. CHECK-IN, STAY AND CHECK-OUT

5.1. Upon arrival, the Guest shall present a valid identification document in accordance with the laws of the Slovak Republic for registration, stay records and fulfilment of the Hotel’s legal obligations.

The Hotel also processes personal data for fulfilment of legal obligations relating to registration and reporting of Guest stays.

The Hotel is entitled to request information necessary for stay registration and fulfilment of reporting obligations.

5.2. Accommodation of minors without accompaniment of a legal guardian or authorized person is subject to special conditions and the Hotel reserves the right to request written consent from the legal guardian.

5.3. Standard check-in time is from 3:00 p.m. unless otherwise specified by the Hotel.

Early check-in is subject to availability and may be charged according to the current Hotel price list.

5.4. Standard check-out time is until 11:00 a.m. unless otherwise specified by reservation conditions.

Late check-out is subject to availability and may be charged according to the current Hotel price list.

5.5. Guests are required to comply with the Hotel Accommodation Rules, safety regulations and instructions of Hotel employees.

The Hotel reserves the right to terminate the stay or refuse further provision of services in case of serious breach of these obligations.

5.6. Room capacity and maximum occupancy are determined according to room type.

All persons including children count toward maximum room occupancy.

5.7. Conditions relating to children, room occupancy, baby cots and extra beds are governed by reservation conditions and conditions published during reservation.

5.8. The Hotel may require a credit card guarantee or financial deposit upon arrival to cover ancillary services, damages or outstanding obligations.

If the Guest does not provide a payment card, the Hotel may request a cash deposit.

5.9. Upon completion of the stay, the Guest shall settle all outstanding services, fees or damages incurred during the stay.

VI. PARKING, TRANSFERS AND ANCILLARY SERVICES

6.1. The Hotel may provide parking, transfer, limousine and other ancillary services according to the current offer and availability.

The provision of ancillary services is subject to availability and Hotel conditions.

6.2. Parking is provided exclusively subject to current parking space availability unless otherwise confirmed by the Hotel in writing.

Reservation of a parking space is not guaranteed unless expressly confirmed by the Hotel.

6.3. Parking of Guest vehicles is provided exclusively as an ancillary service and does not establish a contract for safekeeping, supervision, custody or acceptance of the vehicle for storage.

The Hotel shall not be liable for loss, theft, damage or deterioration of vehicles, their accessories or items left inside vehicles unless otherwise required by applicable legislation.

6.4. Guests are required to properly lock and secure their vehicles and shall not leave valuables, cash, electronics, documents or other valuable items inside vehicles.

The Hotel shall not be liable for items left inside vehicles.

6.5. Transfer, limousine and ancillary transport services may be provided directly by the Hotel or through contractual partners.

The Hotel shall not be liable for delays, traffic restrictions, actions of third parties, force majeure, traffic incidents or circumstances beyond the Hotel’s reasonable control.

6.6. The Hotel shall not be liable for damage arising from non-provision, delay or limitation of ancillary services caused by circumstances beyond the Hotel’s reasonable control.

6.7. Ancillary services not used by the Guest do not automatically establish entitlement to a refund.

6.8. The Hotel reserves the right to refuse, modify or cancel ancillary services for operational, safety, technical or organizational reasons.

VII. GUEST CONDUCT AND LIABILITY FOR DAMAGE

7.1. Guests shall behave during their stay in a manner that does not restrict, disturb or endanger other Guests, Hotel employees or third parties.

Guests are required to comply with the Hotel Accommodation Rules, safety regulations and instructions of Hotel employees.

7.2. The Hotel reserves the right to refuse services, terminate the stay or remove a Guest from the Hotel premises without entitlement to a refund in the event of:

a) aggressive, inappropriate or dangerous conduct

b) violation of the GTC, Accommodation Rules or applicable legislation

c) damage to Hotel property

d) disturbance of public order or quiet hours

e) conduct under the influence of alcohol, narcotic or psychotropic substances

f) endangering persons or property

g) other unlawful conduct

7.3. Guests are liable for damage caused to Hotel property, room equipment, facilities or other Hotel assets.

The Hotel is entitled to claim compensation including repair costs, cleaning costs, reinstatement costs or operational losses.

7.4. The Hotel is entitled to offset damages, unpaid services, penalty fees or other claims against any provided deposit, pre-authorization or other form of guarantee.

7.5. Items forgotten or left by Guests shall be stored for the period determined by the Hotel internal rules or applicable legislation.

The Hotel shall not be liable for items left unattended in common Hotel areas.

VIII. HOTEL LIABILITY AND LIMITATION OF LIABILITY

8.1. The Hotel shall provide services in the scope and quality corresponding to the confirmed reservation, applicable legislation and internal Hotel regulations.

8.2. The Hotel shall not be liable for loss, theft, damage or deterioration of items left unattended, freely deposited or stored outside areas designated by the Hotel.

8.3. The Hotel shall not be liable for loss, damage or service limitations caused by:

a) force majeure

b) technical failures

c) interruption of utilities, internet or telecommunication services

d) actions of public authorities

e) acts of third parties

f) extraordinary or unforeseeable circumstances beyond the Hotel’s reasonable control

8.4. The Hotel shall not be liable for interruption, limitation or unavailability of ancillary services, third-party services or external systems.

8.5. The Hotel shall not be liable for inability to use reserved services caused by circumstances attributable to the Guest.

8.6. The Hotel shall not be liable for indirect damages, loss of profit, consequential damages or damages arising indirectly in connection with the provision of services unless otherwise required by applicable legislation.

8.7. In necessary operational, technical, safety or extraordinary circumstances, the Hotel reserves the right to modify room allocation, scope of services or organizational arrangements while maintaining a reasonable standard of services.

8.8. The Hotel reserves the right to temporarily limit services due to maintenance, repairs, technical interventions or operational requirements.

8.9. The Hotel shall not be liable for temporary limitation or unavailability of services caused by maintenance, repairs, modernization works or technical interventions provided these are carried out within a reasonable scope.

IX. COMPLAINTS AND ALTERNATIVE DISPUTE RESOLUTION

9.1. The Guest shall notify the Hotel without undue delay of any deficiencies, defects or complaints relating to the services provided so that the Hotel may take reasonable corrective measures.

The Hotel recommends submitting complaints during the stay or immediately after identifying the issue.

9.2. The Hotel handles complaints in accordance with the applicable laws of the Slovak Republic.

When assessing complaints, the Hotel shall take into account in particular the nature of the services provided, circumstances of the case, reasonableness of the request and the possibility of verifying the claimed facts.

9.3. The Hotel shall not be liable for deficiencies, defects or service limitations caused by:

a) actions or omissions of the Guest

b) non-use of services by the Guest

c) circumstances beyond the Hotel’s reasonable control

d) actions of third parties

e) force majeure or extraordinary events

9.4. The Guest shall not be entitled to compensation, refund or price reduction if the Hotel did not have an objective opportunity to verify or remedy the claimed circumstances.

9.5. If the Guest acting as a consumer is dissatisfied with the manner in which the complaint was handled or believes that the Hotel has violated their rights, the Guest has the right to contact the Hotel with a request for remedy.

If the Hotel responds negatively to such request or fails to respond within 30 days from its delivery, the Guest is entitled to submit a proposal for alternative dispute resolution pursuant to Act No. 391/2015 Coll.

9.6. The competent body for alternative consumer dispute resolution is the Slovak Trade Inspection Authority (www.soi.sk).The Guest may also use other registered alternative dispute resolution entities listed by SOI.

X. PERSONAL DATA PROTECTION

10.1. The Hotel processes personal data in accordance with the applicable laws of the Slovak Republic and the European Union.

Detailed information regarding personal data processing, rights of data subjects, use of cookies and monitoring of Hotel premises by CCTV is provided in the Hotel Privacy Policy and Cookie Policy published on the Hotel website.

XI. FINAL PROVISIONS

11.1. These GTC and legal relationships arising therefrom shall be governed by the laws of the Slovak Republic.

11.2. Legal relationships not governed by these GTC shall be governed by the applicable laws of the Slovak Republic.

11.3. If any provision of these GTC becomes invalid, ineffective or unenforceable, the validity and effectiveness of the remaining provisions shall remain unaffected.

11.4. The Hotel reserves the right to reasonably amend or supplement these GTC.

The current version of the GTC shall always be published on the Hotel website.

11.5. These GTC together with the Accommodation Rules, Privacy Policy, Cookie Policy and other Hotel documents form the set of rules governing the provision of Hotel services.

11.6. These GTC become effective on 20.05.2026.