General Terms & Conditions (GTC)

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:

• direct reservations made through the Hotel website, reservation system, e-mail, telephone or in person
• reservations made through online booking portals and distribution partners (e.g. Booking.com, Expedia, Google Hotels and related partner platforms)
• individual, corporate, group and long-term stays
• 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.

1.4

The supervisory authority is the Slovak Trade Inspection Authority (SOI), Inspectorate for the Bratislava Region, Bajkalská 21/A, P. O. BOX 5, 820 07 Bratislava, Slovakia; www.soi.sk.

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. Exceptions apply to specially trained assistance dogs accompanying persons with disabilities to the extent required by applicable legal regulations.

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.

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.

Accommodation tax (city tax) is a local tax. Whether it is included in the price of a particular reservation, its amount and how it is paid are stated in the reservation conditions and before the booking is bindingly confirmed. Where payable locally, it is displayed separately from the amount payable in advance.

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:

• payment cards
• bank transfer
• proforma invoice
• 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.

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:

• non-refundable reservations
• flexible reservations
• free cancellation reservations
• corporate, group or individual reservations
• 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.

4.9

For a contract concluded at a distance or away from the Hotel’s business premises for accommodation services for purposes other than residential purposes, to be provided on a specifically agreed date or during a specifically agreed period, the Guest acting as a consumer has no statutory right to withdraw from the contract without giving a reason within 14 days, pursuant to Section 19(1)(l) of Slovak Act No. 108/2024 Coll. This does not affect the ability to cancel or amend the reservation under the agreed reservation and cancellation conditions, or any other rights of the Guest under applicable law.

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.

6.1

The Hotel may provide 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. Parking included with direct reservations is governed by clause 6.2.

6.2

Parking for one car per apartment is included at no additional charge with every direct reservation made through the Hotel website, reservation system, e-mail, telephone or in person. No separate parking reservation or written confirmation is required. For reservations made through booking portals or other third parties, parking is governed by the conditions of the relevant reservation.

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.

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:

• aggressive, inappropriate or dangerous conduct
• violation of the GTC, Accommodation Rules or applicable legislation
• damage to Hotel property
• disturbance of public order or quiet hours
• conduct under the influence of alcohol, narcotic or psychotropic substances
• endangering persons or property
• 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.

Liability for items left in common Hotel areas is determined under the law and clause 8.2 of the GTC; leaving an item unattended does not in itself exclude the Hotel’s statutory 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 is liable for damage to items brought into the Hotel or deposited there under Sections 433 to 436 of the Slovak Civil Code. Items brought in are items brought by or for the Guest into premises designated for accommodation or storage, or handed to the Hotel or its worker for that purpose. The Hotel is liable for damage to such items unless the damage would have occurred in any event. Where an activity normally involves depositing items, statutory liability also extends to items deposited in a designated place or a place where they are usually deposited.

For jewellery, money and other valuables, the Hotel is liable up to EUR 332 under Section 434(1) of the Civil Code and Section 1c of Government Regulation No. 87/1995 Coll. This limit does not apply if the damage was caused by those working at the Hotel or if the items were accepted into safekeeping; in those cases, compensation is payable without that limit under Section 434 of the Civil Code.

The Guest may ask reception to accept valuables into safekeeping and explain the handover procedure. Acceptance into safekeeping must be agreed with the Hotel; use of an in-room safe alone does not constitute acceptance of the items into safekeeping by the Hotel. Failure to deposit items into safekeeping does not exclude the Hotel’s statutory liability.

Under Section 436 of the Civil Code, the Guest must assert a claim for damage to items brought in or deposited with the Hotel without undue delay and no later than the fifteenth day after the day on which the Guest learned of the damage; otherwise that right expires. The Guest may assert the claim at reception or through the Hotel’s contact details.

Statutory liability for items brought in or deposited cannot be excluded by a unilateral declaration or agreement. No provision of the GTC or Accommodation Rules excludes or limits that statutory liability.

8.3

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

• force majeure
• technical failures
• interruption of utilities, internet or telecommunication services
• actions of public authorities
• acts of third parties
• 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.

9.1

The Guest may submit a complaint in person at the Hotel reception, by e-mail to recepcia@rosethotel.sk or in writing to T&H Management, s.r.o., Štúrova 10, 811 02 Bratislava, Slovakia. We recommend including the reservation details, a description of the issue and the requested remedy.

The Hotel recommends reporting deficiencies promptly after discovering them, preferably during the stay, so that it can remedy them. Departure from the Hotel or failure to complain during the stay does not in itself exclude the Guest’s right to submit a complaint within the statutory time limits.

9.2

The Hotel handles complaints in accordance with Slovak law, in particular Act No. 108/2024 Coll. on Consumer Protection.

After the Guest acting as a consumer reports a service defect, the Hotel will promptly provide written confirmation of the reported defect and the deadline for remedying it; that deadline must not exceed 30 days from the date the service defect was reported. If the Hotel rejects liability for service defects, it will notify the consumer in writing of the reasons for rejection.

9.3

When assessing a complaint, the Hotel will consider the agreed scope and quality of services, the nature of the issue, the circumstances in which it arose and the available evidence. Conduct by the Guest or third parties and extraordinary circumstances are assessed under applicable law; these circumstances do not in themselves exclude the Guest’s statutory rights.

9.4

The Guest’s rights to a remedy, an appropriate price reduction, a refund or compensation for damage are assessed under applicable law and the circumstances of the case. An inability to verify or remedy an issue during the stay is not an automatic ground for rejecting a claim. Statutory time limits remain applicable, including the special deadline under Section 436 of the Civil Code stated in clause 8.2 of these GTC.

9.5

If the Guest acting as a consumer is dissatisfied with the handling of a complaint or believes that the Hotel has violated their rights, the Guest has the right to ask the Hotel for a remedy.

If the Hotel rejects that request or does not respond within 30 days from the date it was sent, the consumer has the right to submit an application for alternative dispute resolution to a competent body under Act No. 391/2015 Coll. The right to bring proceedings before a court is unaffected.

9.6

The competent alternative consumer dispute resolution body is the Slovak Trade Inspection Authority (SOI), Central Inspectorate, Department for International Relations and Alternative Consumer Dispute Resolution, Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava 27, Slovakia; e-mail: adr@soi.sk. Information and the application form are available at https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov.

The consumer may also choose another competent body from the list of alternative dispute resolution bodies maintained by the Slovak Ministry of Economy, available at https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1.

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.

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 08.10.2026.