Welcome to the online reservation system intended for the clients of the Kongres Hotel ROCA (hereinafter the “reservation system”). The terms “we”, “our” and “ROCA” refer to BUILDINGS CITY, s.r.o., registered at Južná trieda 117, 040 01 Košice, Company ID: 45254389, a company entered in the Commercial Register of the District Court Košice I, Section: Sro, File No. 24561/V (hereinafter the “operator”). The term “You” refers to the user of the reservation system, the customer, or a person acting in a business relationship as a customer through the reservation system online or offline (telephone customer service).

The use of the reservation system and all its integral components is conditioned by your acceptance of the General Terms and Conditions for the use of the service (hereinafter the “terms”). By accessing this reservation system, you unconditionally agree to the terms. Please carefully read the terms for your own benefit. If you do not agree with all of the terms, please do not use this site. Make sure that if you use the reservation system frequently, you have read the current version of the applicable terms. We reserve the right to change or otherwise modify the terms at any time at our sole discretion without prior notice, and by accessing the system you express your consent to the current terms.

By using the reservation system, you guarantee that you are over 18 years of age, or otherwise legally capable of acting on your own behalf under applicable law, that you are legally responsible for yourself, that you are authorized to create a legally binding contractual obligation under these terms, and that you use and will use this site only in accordance with the terms for your own needs, or for the needs of other persons, if such relationship is based on the currently valid legislation. We reserve the right, at our sole discretion, to refuse access to anyone to this reservation system and to deny associated services without giving a reason, especially — but not exclusively — in cases of violation of these terms.

These terms apply equally to all non-binding inquiries as well as to binding hotel reservations made through the global reservation system. Additional information and details, due to their uniqueness, will be provided and approved separately during individual reservation dialogues.

The reservation system of the website www.hotelrocakosice.sk respects your privacy. Except for disclosure of data required by law in any relevant jurisdiction and disclosure of information about your name, email address, and your credit card for completing the reservation, we will not disclose your personal data to third parties without your consent. The reservation system currently uses the most modern data encryption systems for sensitive information. A standard reservation is generally held by the hotel until 22:00 local time. Even in the case of an obligation to prepay for accommodation by credit card, failure to arrive by 22:00 local time may give rise to a fee; in such a case, attention must be paid to the hotel’s notice regarding late arrival provided during the reservation dialogue. If this situation occurs without apparent communication with the hotel or with the operator’s reservation department, the right to accommodation expires without compensation.

In case of cancellation, it is in your own interest to perform it immediately and without delay. It is necessary to personally or by phone contact the reception of the Kongres Hotel ROCA at tel.: +421 917 120 120, or by e-mail: info@hotelrocakosice.sk, or by fax at: +421 55 6854 007 and request the cancellation. The reception will confirm the cancellation and contact you by e-mail (to the email address you provided for this purpose), confirming the cancellation. Cancellation must be requested by 12:00 noon of the previous day before the day for which the cancellation is requested; in such a case no cancellation fee is charged. If the reservation is cancelled after 12:00 noon of the previous day before the day for which the cancellation is requested, the operator charges a cancellation fee of 100% of the reservation price for one calendar day. In the case of advance payment, the operator charges 100% of the price of the ordered services or of the cancelled part of the ordered services, regardless of when the cancellation occurs. In case of cancellation of the reservation directly at the hotel, the operator disclaims responsibility for any discrepancies arising from this. The date and time of cancellation by the user or the customer is the date and time when this information was delivered to the operator of the reservation system.

If the booking customer wishes to change an already made reservation and contacts the ROCA hotel reception in person or by phone at +421 55 6854 127, or by e-mail at info@hotelrocakosice.sk, or by fax at +421 55 6854 007, the operator is entitled to store the customer’s personal data for the purpose of confirming these changes by the hotel via e-mail. If changes to the reservation are not confirmed by the operator via e-mail, the operator disclaims responsibility for any resulting discrepancies. The operator is responsible only for requested changes confirmed by e-mail, which were clearly and evidently communicated in a time adequate for implementing the change. The operator makes changes according to availability and disclaims responsibility for any failure to carry out changes.

The operator reserves the right to cancel reservations that are not backed by a valid credit card, as well as reservations containing incomplete, questionable, or clearly incorrect data of the reserving person. All reservations are cancelled after prior contact; however, we reserve the right in special cases to cancel such reservation without prior notice. This right also applies to persons who have repeatedly “no-showed” in the past (failed to check in without cancellation). In none of these cases does any right arise for reinstating the reservation.

The standard international hotel classification according to stars is three stars, indicating the hotel standard based on the hotel’s own assessment. Similarly, all information about the hotel and descriptions are based on the hotel's own data, suppliers' data, and in clearly identified cases, the reservation system operator’s data. All prices are current favourable daily rates. Prices are highly competitive. All prices in the www.hotelrocakosice.sk system are prices per room for your entire stay and are displayed including fees and taxes. The hotel reserves the right to cancel duplicate reservations.

For personal reservations, telephone reservations, email reservations, and fax reservations, it is necessary to provide personal data (name and surname, email address) and in all cases a credit card number.

Personal reservation, telephone reservation, email reservation, and fax reservation are conditioned by acceptance of the terms.

Creation of reservations, their cancellation, and changes based on authorization by third parties are not allowed.

The operator or the system uses cookies for the proper functioning of some integral parts of the system. They are generated when the site is opened to verify the identity of the user during activity in the reservation system.

The consumer has the right to out-of-court dispute resolution through SOI and through the ODR platform.

Alternative Dispute Resolution

If a customer — a consumer, a natural person who, when concluding and fulfilling the consumer contract, does not act within the scope of his business activity, employment, or profession — is not satisfied with the way the operator as the seller handled his complaint or believes that the operator violated his rights, the customer has the right to contact the operator as the seller with a request for remedy. If the operator responds to the customer’s request under the previous sentence by rejecting it, or does not respond within 30 days from the date the request was sent, the customer has the right to submit a proposal to initiate alternative dispute resolution to a subject of alternative dispute resolution pursuant to § 12 of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts.

The competent subjects for alternative dispute resolution with the operator as the seller are:
a) The Slovak Trade Inspection, which may be contacted for this purpose at the address:
Ústredný inšpektorát SOI, Prievozská 32, P.O. Box 29, 827 99 Bratislava
or electronically at adr@soi.sk, or
b) another competent authorized legal entity listed in the Register of Subjects of Alternative Dispute Resolution maintained by the Ministry of Economy of the Slovak Republic (the list is available at: http://www.mhsr.sk/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov/146987s), whereby the customer has the right to choose which alternative dispute resolution subject to contact.

The customer may use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr/index-en.htm to submit a proposal for alternative resolution of his consumer dispute. More information about alternative dispute resolution can be found on the website of the Slovak Trade Inspection:
http://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi.

Slovak law applies.

Complaint Procedure

**Article 1

Basic Provisions**

The provision of services is governed by the provisions of Part VIII of the Civil Code No. 40/1964 Coll., as amended, and regulations issued for its implementation.

**Article 2

Customer’s Right to File a Complaint**

If a customer is provided services of lower quality or lower extent than previously agreed, or than usual, at any of the operations of the KONGRES Hotel Roca, the customer has the right to file a complaint.

**Article 3

Submitting a Complaint**

If a customer discovers reasons and facts that may be subject to a complaint, he is required to submit the complaint immediately without undue delay to the hotel manager or another responsible employee at the place where the service was provided. For efficient handling of the complaint, it is advisable that the customer presents proof of service (copy of order, invoice, etc.) if such proof is available. If the nature of the service requires it, the customer must also present the item in which he identifies a defect.

Without proof of purchase, the hotel may refuse to recognize the complaint. Complaints about accommodation deficiencies must be submitted primarily to reception staff without undue delay. The right to claim accommodation deficiencies expires if the guest did not claim the deficiency in time and without delay during the stay. Complaints after the stay or after departure will not be recognized because the hotel no longer has the opportunity to correct the deficiencies.

The hotel manager or another responsible employee enters the complaint into the complaint protocol, including objective circumstances of the complaint. The manager or assigned employee must decide on the method of handling the complaint immediately or, in more complex cases, within 30 days.

**Article 4

Removable Defects**

1. Food Services

In the area of food services, the customer has the right to complain about the quality, quantity, temperature, measure, or price of food or beverages if these do not correspond to the order or usual standards. The customer must submit the complaint immediately after noticing the defect:

• before the first tasting of the food or beverage, or

• after tasting, if the defect can only be detected after tasting (e.g., bad taste, smell, temperature), provided that no more than 10% of the portion has been consumed.

The complaint must be submitted to the serving staff, who must assess the situation and depending on the defect:

• ensure free, proper, and timely correction (e.g., replace the food or beverage),

• or, after agreement with the customer, reduce the price or refund the amount paid.

A complaint is not recognized if the customer consumed most of the food or beverage, or if the defect arose after acceptance due to the customer’s own actions.

2. Accommodation Services

In accommodation services, the customer has the right to free, proper, and timely correction of deficiencies, i.e., replacement or addition of small equipment as defined by the Decree of the Ministry of Economy of the Slovak Republic No. 125/1995 Coll.

**Article 5

Irremovable Defects**

1. Food Services

If a defect in the food or drink cannot be removed, the customer has the right to a full replacement or refund of the amount paid.

2. Accommodation Services

If technical defects in the hotel room (e.g., heating failure, poor hot water supply) cannot be removed and the hotel cannot provide alternative accommodation, and the room is rented to the customer despite these deficiencies, the customer has the right to:

• an appropriate discount based on the price list,

• cancellation of the confirmed booking or contract before overnight stay and refund of money.

If, due to a unilateral decision of the hotel, a major change in accommodation occurs compared to the confirmed reservation and the customer does not agree with the alternative accommodation, the customer likewise has the right to cancel the confirmed booking or contract before overnight stay and obtain a refund.

Each complaint is received by the reception employee, who informs the client about the manager responsible for handling complaints. The competent manager must examine the complaint, issue written confirmation of receipt, and decide on the manner of handling it.

If the complaint cannot be resolved by agreement, the manager must prepare a written record with the client. The record must include precise identification of the service or product, time of provision or purchase, and description of the defect. If the customer submits written proof of the service or purchase, this must be explicitly stated in the record.

**Article 6

Deadlines for Submitting Complaints**

The customer must personally participate in the handling of the complaint and provide objective information regarding the service provided. If necessary, the customer must allow hotel employees access to the accommodation area to verify the validity of the complaint. The director or responsible manager decides on the validity of the complaint immediately or in complex cases within 3 working days. If expert assessment is required, the handling period is 30 days.

**Article 7

Final Provisions**

Under Act No. 250/2007 Coll. on Consumer Protection, the seller must inform the consumer before the conclusion of the contract, or before the consumer submits the order, clearly and understandably about the possibility of turning to an entity for alternative dispute resolution in cases defined by Act No. 391/2015 Coll.

The obligation to clearly and understandably inform the consumer about the possibility and conditions of dispute resolution through alternative dispute resolution entities also applies to the seller pursuant to Act No. 102/2014 Coll. on Consumer Protection in distance and off-premises contracts. The seller must also place on his website a link to the alternative dispute resolution platform:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage
through which the consumer may submit a proposal for dispute resolution.

The seller must also inform consumers that the list of ADR entities is available on the website of the Ministry of Economy of the Slovak Republic: http://www.mhsr.sk/.

This complaint procedure enters into force on 1 January 2025.