TERMS AND CONDITIONS
TERMS AND CONDITIONS
For rent or usage of the hotel capacities - GRAND PLAZA HOTEL
****Terms and Conditions can be different in the message window while paying for services via website T&C (cancellation,...).
1. GENERAL PROVISIONS
1.1. These General Terms And Conditions and instructions for rent and use of hotel capacities (renting hotel rooms, congress halls and boardrooms); hereafter referred to as Terms and Conditions are an integral part of the contract, concluded between Zlatarna Celje, d. o. o., Business Unit GRAND PLAZA HOTEL, Slovenska cesta 60, 1000 Ljubljana, mat. št.: 5048192091, davčna št.: SI 23281715 (hereafter referred to as provider ) and the person, who placed an order for rent of hotel capacities and other services, provided by the provider (hereafter referred to as guest) and are valid for rent and usage of hotel capacities at Grand Plaza Hotel and other services provided by the provider.
1.2. »Guest« is every person who placed a valid order for usage/rent of provider services in oral, written or electronic form (hereafter referred to as reservation/order), who is renting the capacities, used hotel services or paid for a service. Any third party who placed an order for a guest is also considered a »Guest«.
1.3. Guest with placing a reservation complies with the General Terms and Conditions and confirms, that he was made aware of its' content when placing a reservation and that he understands it. Guest can be made aware of the contents of General Terms and Conditions at the website www.grandplazahotel.si and at the hotel reception.
1.4. All information on websites brochures and other promotional material published by the provider are considered invite-to-place offers and do not bind the guest. Provider is not responsible for any damage, that may occur as a result of the published information.
1.5. General Terms and Conditions are valid for all services by the provider, which includes renting a hotel room, boardroom, conference hall, using restaurant services, bar services, event organisation services and all other services by the provider (any additional services, benefits) – hereafter common term »Services« is used for all above.
1.6. An integral part of these General Terms and Conditions is also an applicable price list.
1.7. The provider will always provide the following information to the customer:
• Company identity (Name, headquarters and company registry number)
• Contact information, which enables the guest to communicate with the hotel quickly and efficiently (e-mail, telephone)
• Essential characteristics of goods and services
• Final price of goods or services (including taxes and transportation costs or the method of price calculation, if due to the nature of goods, services or digital content, it is not possible to calculate in advance (the latter especially applies to investment gold, whose value depends on stock market price). Prices must be clearly displayed, which also applies to taxes and transportation costs.
• Information of any additional transportation charges, delivery charges, mailing charges or a warning, that these costs can occur, even if they cannot be calculated in advance.
• Terms of items delivery or performance of services (method, place and deadline of delivery)
• Method of payment and delivery
• Time validity of special offers
• Period in which the guest can withdraw from the contract and conditions of withdrawal, consequences of withdrawal and with it associated costs
• Information about the appeal procedure with the provider
• Farmilization with the legal guarantee for conformity of goods, services or digital content
Zlatarna Celje, d.o.o.
Business unit GRAND PLAZA HOTEL,
Slovenska cesta 60,
telephone: +386 1 243 01 00
Registration number: 5048192
Celje Disctrict Court nr. of registration: 10183900
2. RESERVATIONS AND PAYMENT
2.1. Inquiries and orders/reservations are sent to the provider via post at the address GRAND PLAZA HOTEL, Slovenska cesta 60, 1000 Ljubljana, via a website form, reservation booking platforms (ex.: booking.com, trivago.si, etc.) or via email at email@example.com. Reservations made via these means of communication are binding for the guest. The provider is obligated to confirm the inquiry/reservation.
2.2. Guest is required to provide information of name, surname and address, number of guests, period of rental and of the selected type of service and guarantees for their accuracy and credibility. In case credible information is not provided, the guest is responsible for all costs and consequences that arise due to inaccurate data.
2.3. Contract of the performance of the provider's services is concluded between the guest and the provider when the guest receives a written confirmation of the reservation by the provider.
2.4. Upon payment of the full amount of the service price, the provider issues an invoice to the guest.
2.5. Reservation of services in a time period is binding for the guest. The guest can cancel the reservation only in accordance with the provisions on cancellation by the guest (5. point in General Terms and Conditions).
2.6. In addition to an explicit written application or reservation any order/reservation transmitted in oral or written form, which contains the name and surname of the guest and other participants, payment for accommodation or part of it, is considered a binding reservation.
2.7. Payment of the invoice is possible with cash (EUR) and debit and credit cards (BA, Maestro, Mastercard, Visa, Diners).
2.8. When the provider provides certain benefits for groupo reservations or groups, a group is considered to be at least 10 people who benefit from the provider's services on the basis of one confirmed reservation or contract with the provider.
3. CITY TAX
3.1. In accordance with article 23 of the Act on the Promotion of Tourism Development (Official Gazette of the Republic of Slovenia, No. 2/04 as amended), the guest is obliged to pay the tourist tax together with the payment for accommodation. Pursuant to Article 27 of the Act on the Promotion of Tourism Development (Official Gazette of the Republic of Slovenia, No. 2/04 as amended and supplemented), the following are exempt from paying the city tax: children up to the age of 7, persons on the basis of submission of a photocopy of the decision of the competent authority, from which it is clear that the insured person (hereinafter referred to as: the insured) has a disability or a physical impairment, or a photocopy of a certificate or an expert opinion of the competent commission on the determination of disability or a physical impairment, or on the basis of a membership card of a disability organization, children and young people on a basis on submission of a photocopy of the decision concerning the classification and guidance of children with special needs, foreign citizens who are exempt from paying the city tax according to international regulations and agreements.
3.2. Young people between the ages of 7 and 18 have a 50% discount when paying the city tax.
4. SERVICE PRICE
4.1. A valid price list of the provider's services in euros is published on the website www.grandplazahotel.si and is available at the hotel reception. Published prices include VAT.
4.2. Prices do not have a predetermined validity. The provider reserves the right to change the published prices of its services at any time. The prices of the services for the guest and the provider are valid on the day the reservation is submitted.
4.3. Various payment methods are available to guests, namely:
• With cash at the hotel reception,
• Via bank transfer to the provider's account (according to the offer/provisional invoice),
• With a credit card.
5. GUEST'S RIGHT TO CHANGES AND CANCELLATIONS
5.1. The guest has the right to cancel the reservation. In the event that the guest cancels the reservation, the provider, regardless of the reason for the cancellation, has the right to reimburse costs due to the cancellation (compensation), in accordance with these general terms and conditions. The guest must notify the provider in writing of the cancellation. If the cancellation is not made in writing, it is considered that the guest has not cancelled the reservation.
5.2. The amount of compensation due to the cancellation or cancellation of the reservation, which the guest is obliged to pay, depends on the time in which the guest submitted the written cancellation, namely if the guest submits the cancellation:
• up to 30 days before the expected arrival, the cancellation of the reservation is free of charge, without payment of compensation;
• between 29 days and 24 days before the expected arrival, the guest is obliged to pay compensation in the amount of 50% of the total amount of the reservation;
• between 23 days and 19 days before the expected arrival, the guest is obliged to pay compensation in the amount of 80% of the total amount of the reservation;
• less than 19 days before the expected arrival, or if the guest does not cancel, he is obliged to pay compensation in the amount of the full (100%) amount of the reservation.
5.3. If the guest does not arrive for the reserved service - does not report to the provider's reception by the end of the day of the expected arrival - (so-called "no show"), the reservation is considered cancelled and the cancellation costs are calculated in accordance with the previous point, and the provider can release the booked capacities and use them freely. The provisions of the previous sentence do not apply when the guest informs the provider in time about the delay. In case of delay, the guest is obliged to settle the entire value of the confirmed reservation.
5.4. If the guest terminates the stay prematurely, or does not take advantage of all the benefits or services from the package offer, due to reasons beyond the provider's control (illness of the guest, change of itinerary, bad weather conditions, etc.), the guest does not have the right to reimbursement of the costs of the services or the purchase price and is obliged to settle the services for the entire reservation period. In the event of cancellation of the reservation during the term of the reservation due to force majeure, without there being any reason for this on the part of the provider, the lessee has no right to request any compensation or reduction of the rental price.
5.5. In the event that the amount of compensation due to cancellation, which the guest is obliged to pay based on the point of this article, is lower than the advance payment already made, the difference will be returned to the guest without interest within 8 days, after the end of the reservation period.
5.6. After the reservation, the guest can change the name or the number of persons who will benefit from the service, provided that such change does not exceed the total number of persons permitted for each room or hall and if this does not affect the scope of the provider's services, as defined in the provider's price list.
5.7. The guest has the right to partially cancel the reservation, and the provider, regardless of the reason for partial cancellation, has the right to reimbursement of costs due to partial cancellation (compensation) in accordance with these general conditions. In particular, but not exclusively, a reduction in the number of reserved rooms or other range of services is considered a partial cancellation, if the conditions according to the previous points of this article are not met (full cancellation or "no-show"). The guest must notify the provider in writing of a partial cancellation. If the cancellation is not in writing, it is considered that the guest has not cancelled the reservation.
5.8. The amount of compensation due to the partial cancellation of the reservation, which the guest is obliged to pay, depends on the time in which the guest submitted the written cancellation, namely if the guest submits a partial cancellation:
• up to 30 days before the expected arrival, cancellation is free of charge, without payment of compensation;
• between 29 days and 24 days before the expected arrival, the guest is obliged to pay compensation in the amount of 50% of the amount of one day of the cancelled night or the daily price of the cancelled service;
• between 23 days and 19 days before the expected arrival, the guest is obliged to pay compensation in the amount of 80% of the amount of one day of the cancelled night or the daily price of the cancelled service;
• less than 19 days before the expected arrival, he is obliged to pay compensation in the amount of the full (100%) amount of one day of the cancelled night or the daily price of the cancelled service;
5.9. The provisions of this article on the payment of compensation apply regardless of the reason for the guest's delay and/or changes to the reservation by the guest.
6. PROVIDER'S RIGHT TO CHANGES AND CANCELLATIONS
6.1. In accordance with the applicable legislation, the provider reserves the right to cancel or change the reservation if extraordinary circumstances occur before or during the performance of the service that could not be expected, removed or avoided, and for the provider, these circumstances constitute a valid reason not to conclude the contract, if they existed at the time of the conclusion of the contract.
6.2. The provider may terminate the contract or withdraw from the contract and demand reimbursement of damages from the guest who violates the provisions of the contract, general conditions or other binding regulations.
6.3. In case of cancellation of the contract by the provider according to the previous point, the guest is not entitled to reimbursement of accommodation costs and is obliged to settle the entire value of the confirmed reservation.
6.4. In the event that, due to objective circumstances or force majeure, which is considered to be all unexpected and unforeseen events that occur independently of the will of the contracting parties and which the contracting parties could not foresee at the time of concluding this contract and in any way affect the performance of the contractual obligations, the provider cannot provide the service from the confirmed reservation, the provider can cancel the reservation or withdraw from the contract. In this case, the guest has the right to a full refund of the advance payment, or, in the case of a partially performed service, to a refund of a proportional part of the value of the reservation. The guest is not entitled to reimbursement of any other damages or costs.
6.5. In the event that the room or conference hall from the confirmed reservation is not available in the selected period, the provider can offer the guest another comparable room or conference hall. A room in the same or another hotel in Ljubljana that is of the same or greater size, quality and price as the originally selected room counts as such. Such an exchange is not considered a breach of contract and the guest is obliged to accept it and has no right to withdraw from the contract.
7. OBLIGATIONS AND RIGHTS OF THE GUEST
7.1. The guest undertakes to use all devices and equipment in the hotel (hotel room, conference hall, or other premises) in accordance with the general conditions and with the diligence of a good owner. In the event of intentional or negligent damage to the provider's devices, equipment or facilities, the guest is obliged to reimburse the entire resulting damage. In the event that injuries occur in the hotel, the guest must immediately notify the provider. In addition to the guest, all users of the hotel room or other service booked or used by the guest are responsible for all contractual obligations and compensation for any damage.
7.2. Upon arrival at the hotel, the guest is obliged to present valid personal documents to the provider at the reception and hand over a receipt for the paid service, a reservation receipt or a voucher.
7.3. Smoking is prohibited in the hotel premises. Smoking is allowed on terraces, balconies and in specially marked smoking rooms.
7.4. Persons who are not previously announced in the reservation or registered at the hotel reception are not allowed to stay in the rooms. In the case of the stay or overnight stay of unregistered persons, the guest must pay for each unregistered person an additional night according to the price list, the costs of the city tax and compensate the provider for any other damage caused as a result of the overnight stay of unregistered persons (possible fines in misdemeanour, inspection and other procedures).
7.5. The night order and peace in the rooms and the hotel complex is valid between 10 pm and 6 am. Night curfew does not apply in the event of emergency maintenance interventions and force majeure. In the event of a violation of night order and peace, the Act on the Protection of Public Order and Peace (ZJRM-1) is taken into account, and the provider also reserves the right to prematurely terminate the contract or the provision of services to the violator. The guest is not entitled to payment of compensation or a reduction in the price of the service (discount) due to disturbances of night peace and order.
7.6. In the event of the intervention of the provider or other service provider, due to the intentional activation of active fire protection systems when there is no reason for this, or if the alarm is triggered due to smoking or incorrect/negligent use of heating devices, or due to a violation of the night's peace, the guest is obliged to settle the resulting damage in the amount of the costs of such an intervention.
7.7. The provider undertakes to take care of the safety of the guests and their property with the diligence of a good owner.
7.8. The guest is obliged to take care of his own safety and the safety of other people in the hotel, as well as the safety of his property, and to properly control the machines and devices he brings with him.
7.9. The provider, except for damage caused by its gross negligence, is not responsible for any direct or indirect damage, destruction, theft or loss of guests' property or personal injuries to guests or users of the provider's services that occur in any way during the use or stay in the hotel. In no case can the provider's liability for damages exceed the contractual value.
8. RESERVATION AND PAYMENT ON THE WEBSITE
8.1. Reservation of services on the provider's website begins with the guest choosing the desired service in the online store by clicking on the "add room and go to checkout" button.
In the next stage of the reservation, the guest enters the guest information, otherwise, he must enter following information:
•name and surname,
• credit card information
The guest must enter credible and accurate information.
Furthermore, the guest must choose one of the payment methods provided above.
If the guest wants to add a comment to the order, there is a special field available for this. Comments are informative in nature and do not constitute part of the offer, order or concluded contract and do not bind the provider.
The website displays information about the entire order, which contains information about the selected services, their quantity and price, and tax, i.e. the total cost of the reservation.
After submitting the reservation, the system notifies the guest that the reservation has been completed. The guest receives an email from the provider to the email address he provided when making the reservation. The placed order fully binds the guest.
When the provider processes the order, the guest receives an email confirming the reservation and then a sales contract for the ordered services is concluded between the guest and the provider. A link to these General Terms and Conditions is also provided to the guest when the confirmation message about the service reservation is sent. The provider suggests that the guest either print them or save them on a suitable permanent data carrier. In the aforementioned e-mail, the provider informs the guest about where he can send his objections, comments, claims and statements, and also instructs the user-consumer that he does not have the option of withdrawing from the contract.
The concluded sales contract between the guest and the provider and copies of invoices are archived at the provider's headquarters.
By submitting a reservation on the provider's website, you expressly confirm:
• that you are at least 18 years old,
• that you are familiar with the provisions of regulations in the field of consumer protection and personal data protection,
• that you have provided true information that enables us to correctly execute the order and deliver it to the selected address, and otherwise you assume responsibility for incorrect completion and the resulting damage,
• that you will notify us immediately if you discover any errors in the execution of the order (e.g. written errors in the order submission or order confirmation message, in particular, an incorrectly stated delivery or item address) or the products.
The buyer, who is considered a consumer in accordance with the regulations in the field of consumer protection, in accordance with Article 135 of the Consumer Protection Act (ZVPot-1), does not have the right to withdraw from the contract for the provision of the provider's services.
9. GUEST ARRIVAL AND DEPARTURE
9.1. Guests can be accommodated after 3 PM on the day of arrival.
9.2. On departure day, the guest must vacate the room and check out at the reception no later than 12AM. In case of incompliance, the guest will be charged:
• 35€/room for check out by 3 PM
• 50% of the daily rate according to the valid price list for check-out after 3 PM
10. PROTECTION OF PERSONAL DATA
10.1. The provider undertakes to protect all obtained data about the guest in accordance with the regulations on the protection of personal data.
10.2 The provider uses the guests' personal data in its databases for the purposes of order execution and statistical processing, and the personal data may, in order to provide the ordered services, be disclosed or forwarded to other contractual partners of the provider who are properly registered for the processing of personal data and with whom the provider has concluded appropriate contracts on the processing of personal data, all for the purpose of correct execution of the order and ensuring the completion of contractual services.
10.3. Only in case of express consent, we will also use your data to inform you about the introduction of new or changes to existing services or products, special offers, prize games and useful information about our services or products, to prepare an individual offer or an offer adapted to your habits, or other marketing activities. This consent is not a condition for using the services.
10.4. The guest has the following rights regarding the processing of his personal data:
• The right to request information about whether and which personal data we process;
• The right to request that incorrect personal data be corrected, supplemented or changed;
• In certain circumstances, you have the right to request the deletion of personal data or restriction of the processing of your personal data. The latter applies in particular to data that we process on the basis of your consent, but we have no legal interest, legal obligation, or are not necessary for the fulfilment of contractual obligations;
• You can revoke your consent to the processing and use of your personal data in whole or in part at any time, all with effect for the future. The revocation of consent therefore affects the legality of data processing, which was carried out on the basis of consent until revocation;
• The right to obtain your personal data in a structured, commonly used and machine-readable format and to forward this data to another controller,
• To contact our personal data protection officer with questions, comments, complaints or requests related to these Regulations or the processing of your personal data,
• You also have the right to complain to the competent supervisory authority if you believe that the processing of your personal data violates regulations. In the Republic of Slovenia, the competent supervisory authority is the Information Commissioner: https://www.ip-rs.si.
11. RESOLVING CLAIMS OR COMPLAINTS
11.1. The guest undertakes to immediately report any irregularities or deficiencies in the provider's services to the provider to the email address: firstname.lastname@example.org by mail to the address: Zlatarna Celje d.o.o., GRAND PLAZA HOTEL, Slovenska cesta 60, 1000 Ljubljana.
11.2. In any case, the amount of possible compensation for the payment of which the provider would be responsible from any point of view is limited to the amount of the contractual value of the provider's services.
Within 5 working days, the provider will provide the user with a confirmation of the submitted complaint and inform the customer about the procedure for settling his complaint. The provider will endeavour to provide a substantive response to the consumer's complaint within 15 working days, or within this period inform the user of the reasons for extending the response deadline.
The provisions of Section 11 shall apply to resolve issues of product non-conformity and material defects.
12. OUT OF COURT RESOLUTION OF CONSUMER DISPUTES
In case of disputes arising from business dealings with consumers, the provider will try to resolve the matter quickly and amicably, taking into account consumer legislation and good business practices.
In accordance with the Act on out-of-court settlement of consumer disputes, the guest has the option of online out-of-court dispute resolution at the following link:
The Provider does not recognize any provider of out-of-court resolution of consumer disputes as competent for the resolution of a consumer dispute that the consumer may initiate in accordance with the Act on Out-of-Court Resolution of Consumer Disputes.
13. FINAL PROVISIONS
13.1. All possible disputes are resolved by the locally and factually competent court using Slovenian law without applying conflict of laws rules.
13.2. The General Terms and Conditions have the character of a contract and are an integral part of the contract on the execution of the provider's service.
Ljubljana, on 01/03/2024
Last revision: 03.01.2024