TERMS AND CONDITIONS

ACCOMMODATION RULES
GRANDHOTEL PUPP KARLOVY VARY, A. S.

including the car park rules and SPA FRANZISKA etiquette

1. PURPOSE, SCOPE AND BASIC INFORMATION

These Accommodation Rules set out the rules for the provision of accommodation and related services at Grandhotel Pupp. They govern, in particular, the conditions for entering into an accommodation contract, the use of rooms and common areas, the liability of guests and the accommodation provider, car park operations and basic etiquette at SPA FRANZISKA.

These Accommodation Rules are binding on all staying guests, persons accompanying them, visitors and any other persons whom a guest allows into the accommodation or common areas. In the event of a conflict between these Rules and mandatory provisions of Czech law, the law shall prevail.

The accommodation provider is GRANDHOTEL PUPP Karlovy Vary, a. s., with its registered office at Mírové náměstí 316/2, 360 01 Karlovy Vary, Company ID No.: 00022004.

2. ACCOMMODATION CONTRACT, RESERVATIONS AND GUEST IDENTIFICATION

Grandhotel Pupp provides services appropriate to its classification and standards. The specific type of accommodation, length of stay, price and other terms are determined by the confirmed reservation, contract, reservation rate conditions or registration card.

An accommodation contract is concluded when the hotel accepts a reservation, confirms a booking in writing or by email, when a registration card is completed, or in another verifiable manner demonstrating the parties’ intention to enter into an accommodation contract. The guest must pay for accommodation and services within the period specified in the reservation, contract, price list or these Accommodation Rules.

On arrival, the guest must present a valid identity document, in particular an identity card or passport, and provide the information necessary for registration, the statutory guest register and fulfilment of the accommodation provider’s obligations. Foreign nationals must comply with the obligations imposed by legislation governing the residence of foreign nationals.

The hotel may refuse accommodation to a guest who fails to present a valid identity document, refuses to provide the necessary information, refuses to sign the registration card or another legally required document, is visibly under the influence of alcohol or narcotic substances to an extent that compliance with the Accommodation Rules cannot be assured, or whose stay could disrupt the safety, peace or operation of the hotel.

The hotel provides services without discrimination and with respect for guests’ dignity. Refusal of accommodation or restriction of a service must have a specific legal, safety, health or operational reason and must be proportionate to the circumstances.

Guests under 18 may stay only when accompanied by an adult or subject to conditions approved by the hotel in advance and in accordance with the law.

Standard check-in is from 15:00.

Standard check-out is by 12:00 on the last day of the stay.

Unless otherwise agreed in writing, the room is reserved until midnight on the day of arrival.

Early check-in before 15:00 or late check-out after 12:00 is subject to availability and may incur a charge under the current price list.

The guest is not entitled to a specific room number unless it has been expressly confirmed in writing. For operational reasons, the hotel may provide a room of the same or a higher category.

3. RESERVATION GUARANTEE, DEPOSIT, PAYMENTS AND PRICING TERMS

The specific form and amount of the reservation guarantee are stated in the booking confirmation. At check-in, the hotel normally pre-authorises a payment card or accepts a cash deposit of CZK 2,500 for stays of 1 to 3 nights and CZK 5,000 for stays of 4 nights or more, unless otherwise stated in the booking confirmation. The guarantee covers the accommodation price, incidental expenses and other hotel claims related to the stay.

A payment card pre-authorisation is a temporary hold on funds, not a payment. The hotel releases the hold at check-out once the account has been settled; the guest’s bank usually makes the funds available within 1 to 3 working days. The exact period depends on the guest’s bank and the payment service provider’s rules.

Accommodation prices, stay packages, additional services, parking, SPA FRANZISKA services, cancellation charges and compensation for damage are governed by the current price list, confirmed reservation, contract or special terms of the particular offer.

For longer stays, the guest must settle interim bills at least once a week unless otherwise agreed with the hotel. Before departure, the guest must check out properly and settle all amounts owed to the hotel.

4. PERSONAL DATA PROCESSING AND STATUTORY GUEST REGISTRATION

Guests’ personal data are processed primarily for the purposes of entering into and performing the accommodation contract, fulfilling the hotel’s legal obligations, protecting the hotel’s rights and legitimate interests, and ensuring the safety of persons and property. The guest’s consent is not required where processing is necessary for the performance of a contract or compliance with a legal obligation.

The hotel maintains guest records to the extent required by law, particularly in connection with the local accommodation tax and the accommodation provider’s obligations to report foreign nationals to the Police of the Czech Republic.

Detailed information on personal data processing, its purposes, legal bases, retention periods and guests’ rights is available at reception. Requests concerning personal data may be submitted at reception or in writing to the hotel’s registered office.

Selected entrance, common and operational areas of the hotel may be monitored by CCTV to protect persons and property and ensure operational safety. Signs identifying the monitored area must be displayed before a person enters the camera’s field of view. Detailed information on the data controller, the scope of monitoring, recording retention periods and the rights of persons concerned is available at reception.

5. CANCELLATION TERMS, NO-SHOW AND EARLY DEPARTURE

Cancellation terms are governed primarily by the confirmed reservation, reservation rate conditions, contract or the terms of the particular package. Unless otherwise agreed, a reservation may be cancelled free of charge no later than 12:00 on the day before arrival.

Different terms may apply, in particular, to non-refundable rates, stay packages, group bookings, conferences, weddings, events, travel agency bookings or reservations made through third parties.

If the guest fails to arrive without having cancelled the reservation in advance, the hotel may charge a cancellation fee in accordance with the reservation terms, normally at least the price of the first night unless otherwise agreed.

If the guest ends the stay early, the final bill is governed by the confirmed reservation, contract and applicable law. The hotel may require payment for services already provided and for any costs or damage resulting from the early termination of the stay to which it is entitled under the contract or the law.

For accommodation contracts covering a specific date or period, the general fourteen-day consumer right to withdraw from a distance contract does not apply where the law so provides.

6. USE OF ROOMS AND COMMON AREAS; VISITORS

The guest may use the room, common areas and services associated with the stay properly, safely and for their intended purpose. Without the hotel’s prior consent, the guest must not make any structural, technical or other alterations in the room or common areas, move fixed furnishings, interfere with installations, connect unauthorised equipment or use the premises for purposes other than accommodation.

The guest must not allow anyone who is not duly registered as a staying guest to stay overnight or use the room for accommodation. Guests may receive visitors in common areas. Visitors may be received in rooms only with reception’s consent, normally between 08:00 and 22:00.

From 22:00 to 07:00, guests must observe quiet hours throughout the hotel, including rooms, corridors, common areas, the car park and the hotel’s immediate surroundings.

Conduct appropriate to the standards of Grandhotel Pupp is required in common areas. The hotel may draw a guest’s attention to inappropriate attire or behaviour and, in justified cases, restrict access to common areas.

Consumption of guests’ own food and drinks in shared restaurant, bar, conference or lounge areas is not permitted without the hotel’s prior consent.

Room cards, electronic keys and guest passes are intended solely for the guest to whom they were issued.

The guest must report the loss of a room card or key to reception immediately.

On re-entering the hotel, the guest must provide proof of their entitlement to stay when requested by an authorised employee.

Children under 11 must not be left without adult supervision in rooms or common areas.

Sports equipment, particularly bicycles, skis and larger items, may be stored only in places designated by the hotel.

The hotel provides guests with complimentary wireless internet access. Guests must not use the network for unlawful activities, to compromise security, bypass safeguards or engage in activities that restrict other users. The hotel does not guarantee uninterrupted availability or connection speed; guests are responsible for the security of their devices and data.

7. SAFETY, FIRE PROTECTION AND ELECTRICAL EQUIPMENT

The guest must comply with the law, these Accommodation Rules, hotel employees’ instructions, fire regulations, evacuation instructions and instructions in hotel information materials. Evacuation plans are displayed in the hotel and by room entrance doors or in corridors.

When leaving the room, the guest must turn off taps and lights, close windows and switch off electrical equipment that will not be used during their absence. Portable electronic devices may be charged only while the guest is present in the room and must be disconnected from the mains once charging is complete.

Guests may use only undamaged, technically safe electrical equipment for ordinary personal use bearing the CE conformity marking. Electrical equipment also includes chargers for phones, tablets and computers, as well as batteries or chargers for electric bicycles, scooters, drones and similar devices. Charging traction batteries and high-capacity lithium batteries in rooms and common areas is prohibited; guests must arrange safe storage with reception in advance.

The use of hotplates, portable electric heaters, open flames, candles, incense sticks, fireworks, explosive or hazardous substances, and equipment that could cause a fire, explosion, smoke, leakage or other damage is prohibited in rooms and all other hotel areas. The ban on fireworks also applies in the hotel’s immediate surroundings.

Bringing weapons into the hotel is prohibited. Exceptions are possible only in exceptional and justified circumstances, such as the protection of state officials, and only with the approval of the hotel’s top management.

The guest must immediately report to reception any defect, injury, illness, loss, damage, suspected fire, smoke, water leak or other emergency and follow staff instructions. In immediate danger, the guest must call the single emergency number 112; the ambulance service on 155, the fire and rescue service on 150 or the Police of the Czech Republic on 158.

In a medical emergency, contact reception; an automated external defibrillator (AED) is located at Riverside reception.

8. SMOKING AND PROHIBITED ACTIVITIES

Smoking is prohibited in all indoor hotel areas, rooms, bathrooms, corridors, common areas and areas designated as non-smoking. Unless the hotel specifies otherwise, the ban also applies to electronic cigarettes, vaporisers, heated tobacco products and similar devices.

Smoking is permitted only in places expressly designated by the hotel. Guests must follow staff instructions and hotel signs.

If the smoking ban is breached, the hotel may seek reimbursement of the costs of additional cleaning, disinfection, deodorisation, taking the room out of service and restoring the area to its original condition. The indicative charge for additional cleaning is CZK 5,000 under the current price list; this does not affect the hotel’s right to claim full compensation for the actual damage.

If a guest’s actions cause a false fire alarm or a call-out of the fire and rescue service or another service, the hotel may seek reimbursement of reasonably incurred costs and compensation for damage.

9. PETS

Dogs and other animals may stay at the hotel only under conditions confirmed by the hotel in advance and for a fee under the current price list, unless otherwise agreed. The hotel reserves the right to refuse an animal if it could compromise the safety, hygiene, peace or comfort of other guests.

The guest is responsible for the animal throughout the stay and for any damage, soiling, additional cleaning or injury caused by it. An animal must not be left unattended if it could disturb other guests or cause damage.

Dogs must be kept on a short lead in common areas; the hotel may require a muzzle for larger dogs or where otherwise justified. Other animals must be transported in a suitable closed carrier.

Animals are not permitted in the Grandrestaurant, Becher’s Bar, SPA FRANZISKA, the pool and sauna areas, or any other areas designated by the hotel for hygiene or operational reasons. This restriction does not apply to assistance dogs accompanying a person with a disability. No fee is charged for an assistance dog, and access is permitted to areas the guest needs to enter unless specific restrictions are required by law or by immediate hygiene or safety considerations; the hotel will discuss individual arrangements with the guest in advance.

10. THE ACCOMMODATION PROVIDER’S LIABILITY FOR GUESTS’ BELONGINGS AND LOST PROPERTY

The hotel is liable for guests’ belongings to the extent required by law. Guests must take steps to protect their belongings against loss, damage and theft and use the places designated by the hotel for this purpose, particularly the room or hotel safe and the safekeeping service at reception.

Guests must offer jewellery, money, valuables and other high-value items to the hotel for safekeeping if they require enhanced protection. The hotel may require such items to be handed over in a closed or sealed container.

A claim for compensation for damage to an item brought into the hotel must be made to the hotel without undue delay, no later than 15 days after the guest became aware of the damage, unless the law provides otherwise.

The hotel is not liable for vehicles, items left in vehicles or live animals to the extent that such liability is not expressly imposed by law or does not arise from the hotel’s express acceptance of an item for safekeeping.

The hotel records forgotten and found items in its lost property register and attempts to contact the owner using the information available. The hotel will hand over or otherwise deal with unclaimed items in accordance with the law; identity documents, payment cards, weapons, narcotic substances and other dangerous items will be handed over immediately to the competent authority or issuer. The hotel may dispose of food and items that are perishable, unhygienic or immediately dangerous.

11. DAMAGE CAUSED BY GUESTS AND RELATED CHARGES

The guest is liable for damage to hotel property, room furnishings, common areas, the car park or third-party property caused by the guest, persons staying with them, their visitors, persons accompanying them or an animal for which they are responsible.

If the hotel discovers damage to a room, furnishings, inventory, textiles, technical equipment, common areas or other property, it may document the damage, assess it according to the current compensation price list or actual costs and charge it to the guest.

The compensation price list serves to determine the usual amount of damage or reasonably incurred costs. This does not affect the hotel’s right to seek compensation for the actual amount of damage, particularly where it exceeds usual costs or requires specialist intervention.

The hotel may request payment for damage on the spot, include it in the guest’s bill or collect it using a payment method provided by the guest if this has been agreed between the parties, expressly authorised or permitted by the applicable payment terms.

If the guest disputes the damage or the amount charged, the matter will be referred to a supervisor or the Manager on Duty for assessment. This does not affect the hotel’s right to pursue its claim by lawful means.

12. HOTEL ACCESS TO ROOMS

The guest must allow persons designated by the hotel to enter the room for cleaning, maintenance, technical inspections, necessary repairs, addressing a safety situation or fulfilling a legal obligation.

In urgent cases, particularly where there is suspected fire, a water leak, a threat to life or health, serious damage, unauthorised room use or a breach of the law, the hotel may enter the room without the guest’s prior consent, in a proportionate manner and for the purpose of preventing imminent harm.

13. INJURIES, HEALTH LIMITATIONS AND EMERGENCIES

The guest must report to reception without undue delay any injury, illness, health complication or other extraordinary incident occurring on hotel premises and provide the cooperation necessary to establish the circumstances.

In the event of an injury or health complication, the hotel will arrange for the necessary assistance to be called. The costs of medical and related services are borne by the guest unless the law or insurance provides otherwise.

The guest may voluntarily inform reception of a health limitation, reduced mobility, visual or hearing impairment or any other circumstance that may be relevant to providing assistance or ensuring safe evacuation. Such information will be processed only to the extent necessary to protect the guest’s life, health and safety.

Guests must take particular care in SPA FRANZISKA, wellness facilities, the pool, saunas, on stairways, wet or slippery surfaces, in the car park and in other areas with an increased risk of injury.

14. DEPARTURE FROM THE HOTEL

The guest must vacate the room by 12:00 on the last day of the agreed stay unless otherwise arranged with the hotel in advance. Late check-out is subject to availability and may incur a charge under the current price list.

On departure, the guest must turn off taps and lights, close windows, lock the door and return the room card or key to reception.

If the guest fails to vacate the room on time, the hotel may charge a late check-out fee or the price of an additional night according to the current price list and operational circumstances. If the room is reserved for another guest and the departing guest is absent or fails to comply with the hotel’s request, the hotel may, in the presence of authorised persons, inventory, pack and store the guest’s belongings in a secure place so that the room can be prepared for the next guest.

Before departure, the guest must settle the bill for accommodation, additional services, parking, any damage and other charges related to the stay. At the guest’s request, the hotel will issue or send a tax invoice in accordance with the law.

15. CONSIGNMENTS, ITEMS FOR GUESTS AND DELIVERIES

Luggage accepted by the hotel for safekeeping is labelled with a unique code, and the guest receives a claim ticket. Luggage is released against this ticket; if the ticket is lost, it is released only after verification of the guest’s identity, room number, and the description and number of items. The guest must expressly identify valuable or fragile luggage when handing it over.

Subject to its operational capacity, the hotel may accept a delivery for a staying or arriving guest. The delivery must be clearly labelled with the guest’s name, arrival date and, ideally, reservation number. The hotel is not obliged to accept cash-on-delivery consignments, oversized, dangerous or perishable deliveries, or deliveries with no clear connection to a staying guest.

The guest must collect the delivery without undue delay. Unless the law provides otherwise, the hotel is not responsible for its contents or condition, or for damage caused by unsuitable packaging or the nature of the consignment.

16. COMPLAINTS, CLAIMS AND OUT-OF-COURT DISPUTE RESOLUTION

Guests may submit comments, complaints or service claims at reception, to the Manager on Duty or in writing using the contact details on the Grandhotel Pupp website. The hotel will issue confirmation of the date of submission, its content and the remedy requested, followed by confirmation of how and when it was resolved. Consumer claims will be resolved without undue delay, no later than 30 days after submission, unless the hotel and guest agree on a longer period.

The hotel handles claims and complaints objectively, professionally and in accordance with the law. Where necessary, it will request the guest’s cooperation, for example a description of the situation, the time of the incident, the room number, photographs or other supporting material.

If a consumer dispute cannot be resolved directly between the guest and the hotel, the competent body for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority.

Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Praha 2.

Website: www.coi.cz.

17. TERMINATION OF A STAY FOR BREACH OF THE RULES

Guests must comply with these Accommodation Rules, the law, accepted standards of decency, rules of polite conduct and the instructions of authorised hotel employees.

In the event of a serious or repeated breach of obligations, particularly disturbance during quiet hours, threats to safety, damage to property, unauthorised accommodation of third parties, refusal to pay, aggressive behaviour, misuse of services or a serious breach of accepted standards of decency, the hotel may take action in accordance with the law, including terminating accommodation without notice where the statutory conditions are met. This does not affect the hotel’s right to payment for services already provided or to compensation for damage.

18. CAR PARK RULES

18.1. Introduction and scope

These Car Park Rules govern the use of the car park associated with Grandhotel Pupp. They are binding on everyone using the car park, particularly staying guests, their visitors, drivers, accompanying persons and other car park users.

The car park is intended primarily for staying guests and their visitors. It is open to the public only where the hotel expressly permits this. Parking is subject to capacity, is permitted only in designated spaces and must follow the instructions of hotel or car park staff.

Parking is charged according to the current price list.

The hotel may refuse to admit a vehicle to the car park for operational or safety reasons.

Each guest may normally park one vehicle unless otherwise agreed.

Vehicles may be parked only in spaces and zones designated by the hotel.

18.2. Parking rules and traffic safety

Users must comply with traffic signs, hotel employees’ instructions and safe driving rules. Once parked, the vehicle must be secured against unintended movement, locked and free from fluid leaks.

A parking space reserved for persons with disabilities may be used only by a vehicle displaying a valid disability parking permit. In the event of unauthorised parking, the hotel will instruct the driver to vacate the space immediately and may call the municipal police, depending on the circumstances. A vehicle may be removed only in the manner and under the conditions prescribed by law.

Repairs, washing, cleaning, adjustments, handling fuel or oils, and other activities that could compromise safety, cleanliness or the free flow of traffic are not permitted in the car park.

Charging electric vehicles from the hotel’s ordinary power sockets is prohibited. Charging is permitted only using equipment expressly designated by the hotel and in accordance with staff instructions.

18.3. Liability for vehicles and items left in vehicles

The car park is neither a guarded garage nor a vehicle safekeeping facility unless the hotel expressly accepts a vehicle for safekeeping or a special service is agreed. The hotel is not liable for vehicles, items left in vehicles or their damage, loss or theft to the extent that liability does not arise under the law or from the hotel’s express acceptance of the item.

Guests must not leave valuables, identity documents, money or electronic devices in vehicles. When using valet parking, the guest voluntarily hands the keys to an authorised employee for the purpose of taking charge of, parking or bringing the vehicle to the guest, and must explain any particular features, security systems, alarm, dimensions, operating instructions or technical limitations. The hotel will label the keys and store them in a designated secure place; the vehicle will not be used for any other purpose.

18.4. CCTV and car park incidents

The car park may be monitored by CCTV to protect persons and property and ensure operational safety. Signs identifying the monitored area must be displayed before a person enters the camera’s field of view. Detailed information on the data controller, the scope of monitoring, recording retention periods and the rights of persons concerned is available at reception.

In the event of an accident or damage to a vehicle, the driver must stop, secure the scene, provide first aid where possible, immediately inform reception and call the Police of the Czech Republic where required by law. Those involved must exchange identification and insurance details, record the positions of the vehicles, visible damage and witnesses’ contact details, and must not leave the scene without a serious reason. Before documentation is completed, a vehicle may be moved only if necessary for safety, to restore traffic flow or on police instructions.

A hotel employee will document the incident, inform the Manager on Duty and, if the incident is within CCTV coverage, ensure that the relevant recording is preserved in accordance with personal data protection rules.

18.5. Hotel rights and consequences of breaches of the Car Park Rules

The hotel may issue parking-related instructions to users, collect parking fees under the price list, and refuse or terminate parking for a vehicle that endangers safety, cleanliness, operations or the property of the hotel or third parties.

A breach of the Car Park Rules may result in refusal of further parking, charges for damage caused, removal of the vehicle in accordance with the law or another proportionate measure necessary to protect safety and operations.

19. SPA FRANZISKA – ETIQUETTE

19.1. Reservations, arrival and treatments

To ensure the highest quality of service and a peaceful environment for other guests, treatments at SPA FRANZISKA should be booked well in advance. Guests must observe the agreed treatment time and should arrive at spa reception preferably 10 minutes before the start.

If a guest arrives late, the treatment may be shortened to avoid disrupting other guests’ schedules. A shorter treatment due to the guest’s late arrival does not automatically entitle the guest to a price reduction.

Before treatment, guests must inform staff of any health limitations, allergies, pregnancy, medication, recent procedures or other circumstances that may affect the suitability of the treatment. If in doubt, guests should consult their doctor about the treatment.

19.2. Treatment etiquette and guest comfort

Most treatments require clothing to be removed. The therapist will always cover the guest with a sheet, leaving only the area being treated exposed. Guests may wear swimwear but acknowledge that it may come into contact with oils, creams and other products.

Guests may inform the therapist of their preferences at any time, for example regarding massage pressure, room temperature, music, fragrance or the products used. The aim of the treatment is a safe, dignified and enjoyable experience.

Guests may stop a treatment at any time. The therapist may end a treatment immediately if the guest behaves in a sexually inappropriate, aggressive, harassing or otherwise dangerous manner; the incident will be referred to the SPA Manager or Manager on Duty and recorded internally. Charges for a terminated treatment are governed by the SPA’s agreed cancellation and operating terms.

After treatment, guests are advised to allow time to relax and drink sufficient fluids. Alcohol consumption and excessive exposure to direct sunlight are not recommended during therapeutic and relaxation treatments.

19.3. Pool, sauna and common areas of SPA FRANZISKA

SPA FRANZISKA is open to both men and women. Swimwear conforming to European standards must be worn in the pool. The sauna is used without swimwear; sheets or towels available by the pool or in the sauna area may be used for covering the body.

The sauna area is open to persons over 16. Children under 12 may enter the spa centre only when accompanied by an adult and only until 18:00, unless the hotel specifies otherwise.

Guests must use the pool, sauna, wellness and related facilities only for their intended purpose, in accordance with their state of health and staff instructions. Jewellery, valuables and electronic devices should not be brought into the spa; guests are advised to leave them in their room safe.

Guests must shower before entering the pool or sauna and follow hygiene instructions. Entry is not permitted to persons visibly under the influence of alcohol or other addictive substances, with an acute infectious disease, an open wound or any other condition that could endanger them or others. Glass, food and unapproved drinks must not be brought into the pool or sauna areas. Children must remain under direct adult supervision at all times.

19.4. Conduct at SPA FRANZISKA

Silence and tranquillity are part of the spa experience. Guests must be considerate towards others and refrain from loud conversation, use of speakers, phone calls, and photographing or filming other people without their express consent.

Smoking is prohibited throughout SPA FRANZISKA. Strong perfumes are discouraged. Guests must follow staff instructions and must not adjust equipment, saunas, technical systems or safety features.

20. EFFECTIVE DATE AND FINAL PROVISIONS

These Accommodation Rules take effect on the date of approval by the General Manager. Previous versions of the Accommodation Rules and Car Park Rules cease to apply on the same date unless otherwise specified.

The hotel may amend these Accommodation Rules only with prospective effect. The version that the guest had the opportunity to review when entering into the contract applies to that particular contract. The hotel may introduce safety or legally required instructions with immediate effect during a stay, provided it informs the guest appropriately and does not restrict the guest’s mandatory rights. The current version is available at reception and on the Grandhotel Pupp website.