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General Terms and Conditions of Hotel MAXIM

1. Introduction

These General Terms and Conditions (hereinafter “GTC”) regulate the rights and obligations between HOTEL FLORA ML s.r.o., Company ID: 02307952, VAT ID: CZ02307952, with registered office at Purkyňova 128/1, 353 01 Mariánské Lázně, operating Hotel Maxim, Nehrova 141, 353 01 Mariánské Lázně (hereinafter “hotel”) and the customer (hereinafter “guest”) in relation to the provision of accommodation, catering, and other services offered by the hotel.

Accommodation and additional services are sold via the website www.hotelmaxim.cz or directly through the hotel’s sales department and/or reception.

2. Reservation and Contract Conclusion

Reservations or bookings can be made:

  • online via the hotel website,

  • in writing by post,

  • by e-mail at: info@hotel-maxim.cz or maxim@hotel-maxim.cz,

  • by telephone, only as an informational preliminary reservation to check availability (non-binding for both parties).

The contract between the guest and the hotel is concluded upon confirmation of the reservation or booking by the hotel (by e-mail or in writing).
The hotel reserves the right to refuse a reservation or booking without giving reasons, especially if the requested capacity or service cannot be guaranteed.

3. Prices and Payment

  • Prices are stated inclusive of VAT and apply for the specific period and type of service.

  • Payment can be made:

    • online (credit card, bank transfer),

    • upon arrival at the hotel reception (cash or card).

  • The hotel reserves the right to require a deposit or advance payment for the reservation or booking.

4. Cancellation and Cancellation Fees

  • Guests may cancel reservations/bookings according to the conditions provided at the time of booking.

  • In case of cancellation, a cancellation fee may be charged according to the hotel’s current cancellation policy, unless otherwise stated:

    • up to 30 days before arrival – no cancellation fee,

    • 29–19 days before arrival – 15% of the booking price,

    • 18–8 days before arrival – 50% of the booking price,

    • 7–2 days before arrival – 80% of the booking price,

    • less than 2 days before arrival or in case of no-show – 100% of the booking price.

  • Cancellation fees do not apply to date changes made more than 30 days before the confirmed booking date, exclusively by agreement with the hotel and if availability allows. Changes less than 30 days before the confirmed date are treated as cancellations and are subject to the respective cancellation fees.

5. Guest Obligations

  • Guests must behave considerately toward other guests and hotel property.

  • Guests are liable for damage caused to the hotel or third parties.

  • Guests must comply with the Hotel House Rules, which are published on the website and displayed at the hotel reception.

  • The hotel reserves the right to request a deposit or withhold payment for any damages caused.

6. Hotel Obligations

  • The hotel is obliged to provide the services agreed in the contract (accommodation, catering, spa, balneotherapy, and additional services).

  • The hotel ensures guest safety and protection of their property, including lockable areas (if available).

7. Liability

  • The hotel is not liable for damages caused by force majeure (e.g., natural disasters, pandemics, governmental restrictions).

  • The hotel is not liable for loss or damage of guest belongings if not stored in the hotel safe or a secure lockable area.

8. Data Protection

  • The hotel processes guests’ personal data in accordance with the GDPR and Czech data protection legislation.

  • Guests have the right to access, correct, delete, restrict processing, and portability of their personal data.

  • Details are provided in the Privacy Policy available on the hotel website.

9. Complaints

  • Guests may submit complaints about services immediately at the hotel reception during their stay.

  • Complaints will be processed without undue delay, no later than 30 days after submission.

10. Out-of-Court Dispute Resolution

  • Guest and hotel undertake to settle any disputes arising from these GTC or the service contract amicably through mutual negotiations.

  • If no agreement can be reached, the guest may use out-of-court dispute resolution for consumers in the Czech Republic under Act No. 634/1992 Coll., on consumer protection, and Regulation (EU) No. 524/2013 (Online Dispute Resolution, ODR).

  • Competent authority: Czech Trade Inspection Authority (ČOI). Information about ODR is also available at: https://ec.europa.eu/consumers/odr.

  • This agreement applies only to disputes between the hotel and guests who are consumers within the meaning of § 419 of the Civil Code.

11. Final Provisions

  • These GTC are effective from 01.03.2025 and apply to all reservations made after this date.

  • The hotel reserves the right to update the GTC at any time; the current version is always published on the hotel website.

  • The GTC are governed by Czech law.