1. General Provisions

1.1. The General Terms and Conditions contained in this agreement are valid from 1 November 2025. Any changes may be made only in writing and by mutual agreement of both contracting parties. All contractual relationships with you are concluded in accordance with the legal system of the Czech Republic; legal matters not expressly governed by this agreement and the terms and conditions are subject to the Civil Code and the Consumer Protection Act, as amended. Agreements are concluded in the Czech language.

1.2. The contracting parties are Lucie Horáčková, nám. Svornosti 446, 542 24 Svoboda nad Úpou, Company ID: 88515834, registered in the Trade Register maintained by the Municipal Office Trutnov under ref. no. Ž/477/12/St/1005385/4, as the operator of Penzion Měšťanský Dům (hereinafter the “operator”), and the user of the operator’s services (hereinafter the “client”).

1.3. The operator’s services include recreational or business stays (accommodation in the guesthouse) and related services provided by the operator or contractual partners. The exact specification of the stay is included in the confirmation issued by the operator, which the client receives after the reservation has been confirmed. The subject of the agreement is to provide the stay, rental, and services to the client to the agreed extent and according to the presentation on these pages or on the website of the accommodation provider.

1.4. The guesthouse is an accommodation facility in which the client is accommodated based on an order—a concluded agreement. The agreement is concluded upon confirmation of the order and payment of the required deposit. An order may be placed by phone, by email at ubytovani@mestanskydum.cz, via the contact form at www.mestanskydum.cz, or through the online reservation system. The reservation and order form always contains information about you and the service you are ordering. The agreement is concluded when you submit your order (not only after it is confirmed). By submitting the order, you confirm that you agree to the use of remote communication for contract conclusion, that you have been informed in advance of all contractual terms, that you have read the Terms and Conditions which form an integral part of the purchase agreement, and that you agree with them. The information you provide in the order is considered accurate. Acceptance of an offer containing amendments or deviations is excluded. By using the provided services, the client agrees to the full wording of these Terms and Conditions (TC). If the client disagrees with any part of the TC, they are not entitled to use the service. The operator reserves the right to amend the TC. Any amendment will be published at least 15 calendar days in advance.

1.5. The client must not use a false name when using the services. A client acting on behalf of a third party is responsible for the accuracy of the data provided.

  1. Time Framework

The contractual relationship between the operator and the client arises upon confirmation of the stay order by phone, email, or via the order form—particularly regarding the arrival time provided by the client and approved by the operator if it falls outside the standard check-in time of 3:00 p.m.—and upon payment of the stay or deposit in accordance with the payment terms. The contractual relationship ends after the stay, by 10:00 a.m. on the day of departure, once the period for lodging complaints has expired.

  1. Booking the Stay

The client may book a stay electronically at www.mestanskydum.cz or by email at ubytovani@mestanskydum.cz. For electronic bookings, the operator undertakes to notify the client within 48 hours of acceptance and issue the required documents (stay confirmation, invoice in electronic form). The client may also book electronically through an intermediary’s website. When using an intermediary, the reservation confirmation is issued by the intermediary. Other contractual terms are governed by the operator’s Terms and Conditions.

  1. Personal Data Protection

Protecting your privacy when processing personal data is an important matter for us, and we take it into account in our business processes. Personal data collected during visits to our website is processed in accordance with Act No. 101/2000 Coll. on Personal Data Protection.

4.1. The seller fully respects the confidential nature of the data you enter into the order and provide to Lucie Horáčková. The data is secured and protected against misuse. We use it to process the entire transaction, including necessary accounting operations, issuing tax documents, identifying your payments, and communicating with you—that is, for all customer administration. This data is stored in a securely protected database and is not provided to third parties. It is not used for marketing purposes.

4.2. Upon request, Lucie Horáčková will inform you in writing and as soon as possible whether and what personal data about you is recorded. If any information proves incorrect despite our efforts to keep it accurate and up to date, it will be corrected upon request. If you have any questions regarding the processing of your personal data, you may contact ubytovani@mestanskydum.cz, where we are available both for information requests and for suggestions or complaints. We are bound by confidentiality.

4.3. Collection and processing of personal data: When you visit our website, our servers automatically record your IP address assigned by your internet provider, the website from which you access us, the pages you visit on our site, and the date and length of your visit. Personal data is only recorded when you voluntarily provide it, for example during registration or contract execution. Transfer of personal data to state authorities occurs only within the limits of binding legal regulations.

4.4. Consent to personal data processing: By completing the order form, the customer agrees to the inclusion of the personal data provided in the database of Lucie Horáčková, nám. Svornosti 446, 542 24 Svoboda nad Úpou, Company ID: 88515834, registered in the Trade Register maintained by the Municipal Office Trutnov, as the data controller.

  1. Price of the Stay

The price of the services is listed on the seller’s selected online platform. Payment for the stay may be made through the online reservation system or, by agreement, via an invoice—tax document—or by credit card or cash. The final price is based on the client’s requirements and the operator’s current pricelist. The operator reserves the right to adjust prices if legislative or tax changes or other “force majeure” circumstances occur between price determination and the stay.

  1. Payment Terms

6.1. The client receives a stay confirmation, confirmation of payment from the online reservation system, or—by agreement—an invoice, which must be paid by the due date (usually within 14 days) or settled in cash or by card on-site. If the invoice is not paid within the specified time, the order is automatically cancelled. The variable symbol is listed on the invoice. For all non-cash payments, the entitlement to use services arises only when payment is credited to the operator’s account or paid in cash upon arrival.
AVAILABLE PAYMENT OPTIONS:
online reservation, bank transfer based on invoice,
in exceptional cases cash payment on-site or credit card payment

6.2. Payment is one-time. The client must pay using the correct variable symbol; otherwise, the seller may not be able to identify the payment and provide the required services in time.

6.3. The invoice is due within 14 days from contract conclusion (invoice date), or by the check-in date if it occurs earlier, unless stated otherwise. The client’s payment obligation is fulfilled when the amount is credited to the seller’s account.

6.4. In case of late payment of any amount (accommodation price), the reservation will be cancelled.

  1. Client Obligations

7.1. Provide the operator with all necessary information and documents required for proper provision of services, in particular truthfully and fully complete the stay order and provide proof of identity (ID card or passport).

7.2. Pay for the stay within the set deadline—by paying the invoice, deposit, or surcharge upon check-in.

7.3. The client is obliged to follow the operator’s accommodation rules as listed below:

  • Smoking is prohibited throughout the guesthouse.
  • Parking near the guesthouse is available free of charge.
  • Use of the accommodation is permitted only for persons without infectious diseases.
  • The guest may use the room for the period agreed upon arrival. Unless otherwise agreed, check-in is from 3:00 p.m. to 6:00 p.m. (after 6:00 p.m. the stay is cancelled and the apartment may be offered to another client unless a later arrival is agreed in advance); on the last day, the guest must vacate the room by 10:00 a.m. If the guesthouse operation allows, a later check-out may be arranged.
  • Night quiet hours must be observed from 10:00 p.m. to 7:00 a.m.
  • The guest must not move furniture or equipment, carry out repairs, or tamper with electrical or other installations without the owner’s consent.
  • The use of personal electrical appliances (such as kettles, cookers, toasters, etc.) is not allowed—only appliances provided by the guesthouse may be used. Exceptions include shavers, massage devices, hairdryers, curling irons, and chargers. The guest is liable for any damage caused by permitted appliances.
  • It is prohibited to cover radiators in any way.
  • When leaving the room, the guest must turn off water taps, switch off lights and TV, close the windows, and return the key upon check-out.
  • For safety reasons, children may not be left without adult supervision in the room or any other area of the guesthouse. Parents are responsible for their children’s safety.
  • The guest is fully liable for any damage caused to the guesthouse property.
  • Small pets may be accommodated only with the owner’s consent.
  • The pet owner must prove the pet’s good health by presenting a valid vaccination certificate.
  • Pets may not be left in the room without the owner’s supervision.
  • Pets may not lie on beds or other guest furniture; they must have their own bedding.
  • Showers or sinks may not be used for washing or bathing animals.
  • Guest equipment may not be used for feeding animals.
  • The pet owner is responsible for observing quiet hours from 10:00 p.m. to 7:00 a.m.
  • Walking dogs in the guesthouse premises is prohibited; for safety reasons, dogs must be kept on a leash.
  • The guesthouse is not responsible for items brought in by the guest or for damage to stored items. The guesthouse is liable for money and valuables only if they have been accepted for safekeeping against a receipt.
  • The guest must arrive at the time their reservation begins. If the guest fails to arrive on time and does not arrange alternative terms with the operator, the reservation for that date expires.
  1. Cancellation of the Stay

8.1. Cancellation of the stay (i.e., “stay cancellation”), or cancellation of the stay order, must be made in writing and accompanied by the relevant part of the binding application and proof of payment. These documents must be delivered to the operator in person, by registered mail, or electronically. The decisive date for calculating the cancellation fee is the date the operator receives the cancellation—email send date for electronic cancellations, or the date of receipt for postal cancellations.

8.2. In case of cancellation by the client, the operator charges cancellation fees (contractual penalties). Cancellation fees are charged per registered person and expressed as a percentage of the total stay price. In case of cancellation, the deposit is forfeited to the guesthouse and is non-refundable.
Cancellation fees:
If the guest cancels the stay:
2–0 days before arrival – fee 100% of accommodation price
7–2 days before arrival – fee 50% of accommodation price

8.3. No fee is charged for a change of guest name.

8.4. If the client cancels the stay, the operator must refund the amount paid minus the applicable cancellation fee within 14 days of receiving the documents listed in section 8.1. Refunds are made by bank transfer to the account provided by the client. Transaction costs related to the refund are borne by the client.

  1. Exclusion of the Client

A client who violates Czech law, disregards the accommodation rules, refuses to follow justified instructions from the operator, verbally abuses staff, damages the accommodation property, or otherwise restricts the operator’s rights may be expelled from the stay without entitlement to compensation for unused services.

  1. Withdrawal from the Agreement by the Seller

The seller is entitled to withdraw from the purchase agreement without undue delay if they find that the other party has materially breached the agreement. For the purposes of this agreement, a material breach includes:

  • the client’s delay in paying the purchase price
  • failure to honour the reserved date
  1. Changes to Agreed Services

11.1. If extraordinary circumstances or circumstances arising from “force majeure” occur, the operator may cancel or, with the client’s agreement, change the stay (date, price). If the client’s stay has already begun, the operator is entitled to payment for services already provided.

11.2. If the operator cancels the stay, the operator must inform the client immediately, refund the full amount within 5 days, and—if requested by the client—give them priority for another available stay of their choice.

11.3. In the event of significant changes—such as a change of stay date or a price increase of more than 10%—the operator must request the client’s consent and set a reasonable deadline for their response. In such cases, the client may withdraw without cancellation fees and without any financial claims against the operator. If the client does not respond within the set deadline, the change is considered accepted.

  1. Complaints Procedure

12.1. In case of a complaint, the client must raise their claim regarding defects without undue delay directly with the service provider’s representative during the stay, ideally at check-in, so that the issue can be resolved immediately. If this is not possible, a written complaint report must be prepared with the operator. This report forms the basis for handling the complaint. It is usually prepared in two copies (one for the operator and one for the client) and must be signed by both parties.

12.2. If the complaint is not submitted immediately or as soon as reasonably possible, the client’s entitlement to compensation for later damages—which could have been prevented by timely submission—may be reduced or forfeited. In accommodation services, damages or losses caused by the client or through their fault are not considered grounds for complaint.

12.3. If the client does not use the ordered services for subjective reasons, they are not entitled to compensation or a discount.

12.4. Complaints regarding the contractual relationship between the client and the provider are handled by the provider; complaints may be submitted to ubytovani@mestanskzdum.cz. If the complaint constitutes a claim, it will be handled as a claim. Clients may also contact supervisory authorities, such as the Czech Trade Inspection Authority or the Office for Personal Data Protection. All legal disputes arising in connection with the purchase agreement will be resolved before the general courts of the Czech Republic. The consumer is also entitled to out-of-court dispute resolution; the authority for such procedures under Act No. 634/1992 Coll. on Consumer Protection is the Czech Trade Inspection Authority. Details regarding out-of-court resolution are available at www.coi.cz.

  1. Final Provisions

If a relationship related to the use of the website or a legal relationship arising from the purchase agreement contains an international element, the parties agree that the relationship shall be governed by Czech law. This does not affect consumer rights arising from mandatory legal regulations. The seller reserves the right to specify additional rights and obligations for selected products, beyond these terms. These will always be listed on the relevant product’s website and take precedence over these Terms. The purchase agreement and the Terms are archived electronically and are not publicly accessible. If any provision of the Terms proves invalid, this does not affect the validity of the Terms as a whole. The legal relationship between the client and the operator is governed by Act No. 513/91 Coll., the Commercial Code, as amended. These Terms and Conditions are displayed on the operator’s website. The current wording is valid from 1 November 2025. Thank you for taking the time to read the Terms and Conditions. Information for buyers: in case of a change to the Terms, the version valid at the time of purchase applies.
Lucie Horáčková, nám. Svornosti 446, 542 24 Svoboda nad Úpou, Company ID: 88515834, ubytovani@mestanskydum.cz.cz, phone: 606345771