House rules and complaint conditions at the Casa Žabka resort. This English translation is provided for convenience only – the Slovak version is legally binding.
Apartment houses Casa Žabka I and Casa Žabka II
Company: Žabka d.o.o.
OIB: 64686057060
PDV: HR64686057060
Address: Zatoglav 22A and Zatoglav 6A, Rogoznica 22203
e-mail address: apartments@casazabka.com
Only guests duly registered for accommodation may stay in the apartment house and the individual apartments. At check-in, the guest must present a valid identity document – an identity card, passport or other valid proof of identity – unless checking in by so-called self check-in. In that case, the responsible manager will arrive at the earliest possible time to complete all the necessary legal formalities and collect any outstanding payments in cash.
Persons under 18 years of age may stay and use the accommodation services only when accompanied by a person over 18.
The rights and obligations set out in these Accommodation Rules apply accordingly to the guest as well as to accompanying persons.
The private accommodation provides guests with services within the scope of the relevant category.
Accommodation in the apartment is permitted only to persons who do not suffer from an infectious disease.
The guest may use (occupy) the apartment during the time agreed with the provider. If the accommodation time was not agreed in advance, the guest shall check out by 10:00 a.m. on the last day of the stay, vacate the apartment by that time and return the keys (entry cards) to the provider in the agreed manner. If the guest fails to do so by 11:00 a.m., the provider is entitled to charge the guest for the following day as well.
The guest may check in on the day of arrival after 4:00 p.m., or earlier in exceptional cases by agreement with the provider. A guest who checks in before 6:00 a.m. pays the accommodation price for the entire preceding night.
The number of guests (adults and children) must correspond to the number of persons stated on the reservation form. The number and type of animals must correspond to the number stated on the reservation form.
The guest pays the accommodation price according to the valid price list published on this website. The accommodation price is paid in advance before check-in, in accordance with the General Terms and Conditions and the price list published on the website and agreed as part of the reservation.
The guest is liable for damage to the property of the apartment or the building according to the actual prices of the apartment/building inventory. The inventory list is available on this website.
Damage to immovable property, such as visibly damaged plaster, a scratched or stained wall and all other damage of a similar type, is subject to a fine of up to €500. The right to compensation for damage remains unaffected. The provider decides on the amount of damage and the fine. The guest will then be charged the relevant amount and issued an invoice and a receipt for the fine.
In the event of any damage caused by careless handling of items located on the premises or of its furnishings, the guest is required to report the damage and to bear, as appropriate, the costs incurred by the provider in remedying it.
At check-in, the guest pays a refundable deposit of €200 or CZK 5,000 per apartment against destruction of items or damage to the apartment. On the guest's departure, the provider inspects the accommodation in the guest's presence. If the furnishings are in the same condition and extent as at check-in, the deposit is returned to the guest on departure. If any furnishings are damaged or missing, their value is deducted from the deposit, or an additional payment up to the actual value may be requested in accordance with these Accommodation Rules.
The provider or a person authorised by them hands the guests the keys (card) to the apartment house/building and the apartment at check-in, or informs the guest how to collect and return the apartment keys.
The provider is required to hand over the apartment to the guest in a condition fit for proper use and an undisturbed stay as agreed.
For security reasons, the guest is required to lock the entrances to the building. Loss of a key/card will be settled from the deposit, or an additional payment up to the actual value may be requested.
The exterior of the property is secured by a CCTV system. The cameras are located outside the interiors of the property. Quiet hours apply from 10:00 p.m. to 8:00 a.m. and guests are required to observe them.
Smoking, handling open flames and using candles are strictly prohibited in the property. Breaching this prohibition is fined €200. Outdoor areas (the terrace) are designated for smokers. In this case, please bear in mind the increased fire risk and liability for any resulting damage to property and equipment. Fire regulations are displayed in a visible place accessible to guests. Guests must follow these fire regulations during their stay and observe all safety measures relating to the operation of individual facilities (e.g. the outdoor fire pit); otherwise they are liable for damage caused by failing to do so.
The operator of the property is not liable for money or belongings brought by guests into the building, the accommodation areas or storage areas.
The provider reserves the right to terminate the guest's stay without any right to a refund if the guest behaves contrary to good morals or otherwise breaches the Accommodation Rules in any way.
In exceptional cases, the provider may offer the guest accommodation other than that agreed, provided it does not differ substantially from the confirmed order.
If the guest requests an extension of their stay, the provider may offer them a different apartment from the one originally occupied.
The guest agrees that during their stay the provider, maintenance staff, cleaning staff or other persons authorised by the provider may enter the apartment in order to perform their duties.
The guest must inform the provider in advance of any visitors to the apartment; visits are only permitted with the provider's consent and are allowed between 8:00 a.m. and 10:00 p.m. The provider may request an identity document from any visitor and may refuse a visit. Under no circumstances may a visitor stay overnight in the apartment without the provider's consent and payment according to the current price list. In the apartment, as in other areas of the property, the guest must not move furniture or equipment, carry out repairs or interfere in any way with the electrical or other installations. All damage of this kind is subject to a fine of up to €200. The right to compensation for damage remains unaffected.
Guests are not permitted to use their own electrical appliances in the property, and in particular in the apartment. This does not apply to personal computers, mobile phones and electrical appliances used for the guest's personal hygiene.
For safety reasons, children under 12 should not be left unattended by adults, either in the apartment or in other areas of the property. In all circumstances, the person with whom the child is registered is responsible for the child.
Guests are not allowed to take sports equipment or other items (e.g. prams) into the rooms if another place is designated for their storage.
Guest complaints and any suggestions for improving the operation of the property are received by the operator by e-mail at apartments@casazabka.com. The Complaints Rules are available on the provider's website.
If the guest books a stay and has to leave suddenly for any reason, the booked services will be charged in full even if they are not used.
One parking space is reserved per apartment; it is monitored by CCTV and unguarded.
The provider is not liable for loss of or damage to items kept in the apartment or anywhere in the building. The provider does not take items into safekeeping. The provider is not liable for loss of or damage to the guest's motor vehicle or items left in it.
On departure, the guest shall switch off the lights and all electrical appliances used, close the water valves (if instructed by the landlord) and all doors, and hand over the key/card to the provider or a person authorised by them. The guest is required to carry out basic tidying of the apartment (rubbish).
A guest staying in the apartment is required to observe the provisions of these Accommodation Rules. In the event of a serious breach, the provider has the right to terminate the contractual relationship immediately and to seek compensation. The seriousness of the breach is assessed by the provider.
Rubbish is collected every Monday and Thursday.
By sending an online reservation to the provider and by concluding the accommodation contract, the guest confirms that they have read the Accommodation Rules and agree with them in full, and that they have been duly informed of the conditions, rights and obligations set out in these Accommodation Rules.
These Accommodation Rules are effective from 1 July 2023.
Apartment houses Casa Žabka I and Casa Žabka II
Company: Žabka d.o.o.
OIB: 64686057060
PDV: HR64686057060
Address: Zatoglav 22A and Zatoglav 6A, Rogoznica 22203
e-mail address: apartments@casazabka.com
To ensure a fast and correct procedure for handling complaints about services provided at the Casa Žabka apartment houses, these Complaints Rules are issued in accordance with the relevant provisions of Slovak Act No. 250/2007 Coll. on Consumer Protection, as amended, and Act No. 40/1964 Coll., the Civil Code, as amended:
These Complaints Rules apply to accommodation services ordered and purchased by the guest from the provider. A complaint means the guest (hereinafter also "customer" or "guest") asserting liability for defects of the accommodation services with the provider. Complaints are handled in accordance with the valid Complaints Rules published on the provider's website. By sending an online reservation, the guest confirms that they have read the Complaints Rules and agree with them in full, and that they have been duly informed of the conditions and manner of raising complaints about accommodation services, including where a complaint may be raised.
If the services provided to the customer in the apartment house are of lower quality or lesser scope than previously agreed, the customer has the right to complain.
If the customer discovers grounds or facts that may be the subject of a complaint, they must raise the complaint immediately, without undue delay, with the accommodation provider. To speed up the complaints procedure, the customer should present documents relating to the service (a copy of the order, invoice, proof of payment, etc.) if available. The right to complain about accommodation defects expires if the complaint is not raised before the guest's departure or if sufficient evidence is not provided.
The provider draws up a record of the complaint, stating its objective circumstances. The provider must issue the customer with confirmation that the complaint has been raised. The provider, or a designated person, issues the guest with written confirmation of the complaint (by e-mail), in which they must precisely state the reasons for the complaint given by the guest and inform the guest of their rights under Slovak Act No. 250/2007 Coll. on Consumer Protection and, as appropriate, under Sections 622 and 623 of the Civil Code.
The provider, or a designated person, must determine the manner of handling the complaint within the meaning of Section 2(m) of Slovak Act No. 250/2007 Coll. on Consumer Protection immediately, and handle the complaint without delay once the manner has been determined. The provider will promptly issue the guest with written confirmation of the outcome (by e-mail).
After careful examination, the provider must decide on the manner of handling the complaint immediately, or in more complex cases inform the customer of the deadline for handling the complaint, which may not exceed 30 days.
To simplify the complaints process or the reporting of defects, guests have access to a so-called SOS number, published on the provider's website.
The customer has the right to request the free, proper and timely remedy of defects, namely the replacement of faulty or the addition of missing minor apartment equipment, and the remedy of technical defects in the apartment assigned to the customer.
If technical defects in the apartment assigned to the customer cannot be remedied and the provider cannot offer the customer alternative accommodation, and the apartment is nevertheless provided to the guest, the guest is entitled to:
The guest is required to take part in the handling of the complaint in person and to provide objective information about the service provided. If the nature of the matter so requires, the guest must allow the accommodation staff access to the rented premises so that the justification of the complaint can be verified.
These Complaints Rules take effect on 1 July 2023.
Pursuant to Section 3(6) of Slovak Act No. 250/2007 Coll. on Consumer Protection, every consumer has the right to turn to an alternative dispute resolution body to protect their consumer rights. During alternative dispute resolution, the consumer/guest cooperates with the body in the interest of a swift resolution. In the case of a cross-border dispute, the consumer/guest has the right to contact the European Consumer Centre, which will provide them with the delivery address, e-mail address or telephone contact of the alternative dispute resolution body competent to resolve their dispute.
If the guest is not satisfied with the way the accommodation provider handled their complaint, or believes that the provider has violated their rights, they may contact the provider with a request for redress. If the provider rejects the request or does not respond within 30 days, the guest has the right to initiate alternative dispute resolution pursuant to Section 12 of Slovak Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes. The competent alternative dispute resolution body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, 827 99 Bratislava 27, www.soi.sk, or another authorised legal entity registered in the list of alternative dispute resolution bodies kept by the Ministry of Economy of the Slovak Republic (the list is available at http://www.mhsr.sk). The guest may choose which of these bodies to contact. The guest must exhaust all legal options, e.g. exercise their rights in the complaints procedure, before contacting the competent alternative dispute resolution body.