COMPLAINTS POLICY of the accommodation facility Chamois Apartments
This complaints policy is issued in accordance with Act No. 40/1964 Coll. Civil Code, as amended, Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain
This complaints policy applies to accommodation services ordered and purchased by the client from the operator via the website www.chamoisapartments.com.
a) identification data of the facility operator
Name and address of the establishment: CHAMOIS APARTMENTS, Starý Smokovec 18097, 062 01 Vysoké Tatry
Trade name of the operator: TANAWA, s.r.o.
Registered office of the operator: Starý Smokovec 18097, 062 01 Vysoké Tatry
IČO: 36 450 961
DIČ: 2020017362
IČ VAT: SK2020017362
Operations manager: Nikola Kaňuk
Telephone contact: +421 907 751 051
E-mail: info@chamoisapartments.com
b) type and method of providing services
Type of services provided:
Tourist accommodation facility within the meaning of Regulation (EU) No. 692/2011 of the European Parliament and of the Council of 6 July 2011 and within the meaning of Decree No. 259/2008 Coll.
Method of providing services:
Services are provided in the form of short-term rental of individual apartments for domestic and foreign tourism guests all year round
Facility capacity: 12 beds
Apartment No. 101 - CASTOR: 3 beds
Apartment No. 102 - POLLUX: 3 beds
Apartment No. 103 - RAINER: 3 beds
Apartment No. 104 - XANTUS: 3 beds
Method of providing meals in the facility:
Without meals in the facility
Additional services for clients:
Parking - free
Extra bed - for a fee
Airport transfer
Vehicle rental
Purchase/import of food
A complaint is understood as the client's assertion of responsibility for defects in accommodation services with the operator.
The handling of complaints is subject to the valid Complaints Procedure published on the operator's website. By sending an online reservation to the operator, the client confirms that he has read the Complaints Procedure and fully agrees with it and at the same time confirms that he has been duly informed about the conditions and method of making a complaint about short-term accommodation and accommodation services, including information on where a complaint can be made.
If the client is provided with accommodation services of lower quality or lower scope than agreed or as is usual, the client has the right to make a complaint. The client is obliged to make a complaint immediately after the defect occurs, on site with the operator or a person authorized by him according to the valid complaints procedure, otherwise this right expires. The client is obliged to send a complaint about goods or services to the operator to the following e-mail address: info@chamoisapartments.com
The operator or a person authorized by him will issue the client with a Document of receipt of the complaint in a suitable form chosen by the operator, e.g. in the form of an e-mail or in a written form, in which he is obliged to precisely indicate the reasons for the complaint stated by the client and to inform him of his rights arising from the provisions of Act No. 108/2024 Coll. on Consumer Protection and, accordingly, from the provisions of Act No. 40/1964 Coll. Civil Code.
The operator shall handle the complaint as soon as possible, preferably immediately, in more complex cases within 3 days from the start of the complaint procedure. However, the handling of the complaint may not take longer than 30 days. If the handling of the complaint takes longer than 30 days, the client has the same rights as if it were a defect that cannot be removed.
The operator shall notify the client of the result of the handling of the complaint within the statutory period, in writing (by e-mail or post).
The operator will handle the complaint and terminate the complaint procedure in one of the ways determined by it:
immediately by carrying out the necessary repairs/modifications in the apartment, if this way it is possible to eliminate the reason for the complaint,
by paying an appropriate discount on the accommodation price,
by rejecting the complaint with a reason.
If the Client is not satisfied with the manner in which the Operator has handled his complaint or if he believes that the Operator has violated his rights, he has the option of contacting the Operator with a request for redress. If the Operator responds negatively to the request for redress or does not respond to it within 30 days of its delivery to the Client, he has the right to submit a proposal to initiate alternative dispute resolution pursuant to the provisions of Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the Operator is the Slovak Trade Inspection, www.soi.sk, https://www.soi.sk/sk/Alternattivne-riesenie-spotrebitelskych-sporov.soi. The Client has the right to choose which of the listed entities for alternative dispute resolution of consumer disputes to contact. When submitting a submission via the online platform, the Client fills out an electronic complaint form. The information submitted must be sufficient to identify the relevant online alternative dispute resolution entity. The client may attach documents to support their complaint.