General Terms & Conditions
General Terms & Conditions
Hotel Elizabeth, ul. gen. M. R. Štefánika 2, 91101 Trenčín,
SYNOT GASTRO SLOVAKIA, s.r.o., Company ID: 36 690 805
Tel.: +421 32 6506 111, Email : recepcia@hotelelizabeth.sk, web: www.hotelelizabeth.sk.
Article I
Introductory Provisions, Purpose and Validity
1. These General Terms and Conditions (hereinafter referred to as the "GTC") are effective as of 1 April 2026 and apply to Hotel Elizabeth**, located at Gen. M. R. Štefánika 2, 911 01 Trenčín, Slovak Republic (hereinafter the "Hotel"). The Hotel is operated by SYNOT GASTRO SLOVAKIA, s.r.o., with its registered office at Gen. M. R. Štefánika 2, 911 01 Trenčín, Company ID (IČO): 36 690 805, registered in the Commercial Register maintained by the District Court of Trenčín, Section Sro, File No. 17175/R (hereinafter the "Hotel Operator").
2. The purpose of these GTC is to establish the legal framework governing the relationship between the contracting parties and to define their respective rights and obligations, namely the Hotel Operator as the provider of hotel services on the one hand and the client as the purchaser of such services, who enters into an agreement with the Hotel Operator for the provision of hotel services based on the client's request (hereinafter the "Client"), on the other hand. These GTC also serve to inform the Client of the conditions governing the provision of the Hotel's services.
3. These GTC apply to all services provided by the Hotel, including accommodation, food and beverage services, wellness services, conference services and other ancillary services (hereinafter collectively referred to as the "Hotel Services").
4. These GTC form an integral part of every agreement or order under which the Hotel Operator undertakes to provide the Client with specific Hotel Services and the Client undertakes to use such services properly and to pay the agreed price together with the applicable value added tax (VAT) effective at the time the services are provided.
5. The full version of these GTC is available on the Hotel's website at www.hotelelizabeth.sk (hereinafter the "Hotel Website").
6. These GTC become binding upon the Hotel on the date of their publication and upon the Client at the moment the Client orders any Hotel Services.
7. The provision of Hotel Services shall be governed by the generally binding laws of the Slovak Republic, these GTC and the relevant Hotel Services Agreement or confirmed order (hereinafter collectively referred to as the "Terms and Conditions"). By ordering any Hotel Services, the Client accepts these GTC as contractual terms and undertakes to comply with their provisions. By making a reservation or placing an order for Hotel Services, the Client confirms that they have read, understood and accepted the Terms and Conditions, including these GTC and their appendices, and agree to be bound by them.
Article II
Reservation of Accommodation Services
1. The Client may make a reservation or order accommodation services either in their own name or on behalf of a third party through the Hotel's online reservation system available on the Hotel Website at www.hotelelizabeth.sk, or by submitting a written order via e-mail.
2. A reservation or accommodation order shall include the following information:
• the Client's full name (or, in the case of a legal entity, its business name and Company ID), and where the reservation is made on behalf of a third party, the full name of such third party;
• the scope and type of the requested Hotel Services;
• the requested dates for the use of the Hotel Services;
• contact details, including telephone number, address and e-mail address;
• the Client's payment card details, which may be used by the Hotel Operator to settle payment for the ordered Hotel Services as well as any compensation for damages or contractual penalties, should the Client fail to make such payment in accordance with these GTC.
3. Upon receipt of the accommodation order, the Hotel Operator shall send the Client an authorisation form by e-mail. The Client shall complete the form, provide the required payment card details, which will be used to settle payment for the Hotel Services, and return the completed form to the Hotel Operator. The Hotel Operator shall process the completed authorisation form and either confirm or reject the reservation request. Where the Client makes the reservation through the Hotel's online reservation system, the authorisation form shall not be sent separately, as the required payment card details shall be entered directly into the reservation system.
4. Provided that all conditions for confirming the reservation have been met, the Hotel Operator shall issue a reservation confirmation electronically by e-mail specifying the scope of the ordered Hotel Services. The reservation confirmation shall only be issued after the Hotel Operator has received the required payment card details, which may be used to settle payment for the ordered Hotel Services, any compensation for damages or contractual penalties pursuant to these GTC, and after receipt of an advance payment equal to 100% of the total price of the ordered Hotel Services.
5. Upon issuance of the reservation confirmation by the Hotel Operator, an agreement regarding the confirmed Hotel Services shall be deemed concluded between the Hotel Operator and the Client (Guest). However, confirmation of the reservation shall always be conditional upon payment of an advance equal to 100% of the total price of the ordered Hotel Services, unless the contracting parties expressly agree otherwise in a particular case.
6. Upon confirmation of the reservation and conclusion of the agreement, the Hotel Operator undertakes to provide the Client with the agreed Hotel Services in the agreed scope, quality and time. At the same time, the Client undertakes to pay the agreed price (including the applicable VAT), compensate the Hotel Operator for any damage incurred in connection with the ordering and/or use of any Hotel Services, and pay any contractual penalty agreed for breach of the Client's contractual obligations. The Hotel Operator shall not be liable for failure to perform its contractual obligations in the event of unforeseeable circumstances and shall be entitled to offer the Client an alternative solution, including an alternative date for the provision of the agreed Hotel Services.
Article III
Terms and Conditions for the Provision of Accommodation Services
1. The Hotel Operator shall make the reserved room(s) available to the Client from 3:00 p.m. on the agreed date of arrival in a condition suitable for proper use. Upon arrival at the Hotel, the Client and all persons to be accommodated shall register at the Hotel reception and present a valid identity document, such as an identity card, passport or other valid proof of identity complying with the applicable legal regulations. In the case of minors, a passport or, for citizens of the Slovak Republic, the child's health insurance card shall be accepted. A Client or guest who is neither a citizen of the Slovak Republic nor a citizen of a Member State of the European Union shall, in accordance with the applicable legislation governing the residence of foreign nationals, complete and submit the official foreign guest registration form at the Hotel reception and present a valid passport. All required information must be completed accurately and truthfully.
2. The Client shall only be entitled to take possession of the reserved room(s) before the time specified in paragraph 1 of this Article (early check-in) where such request has been expressly agreed with the Hotel Operator and confirmed by the Hotel Operator in writing or by e-mail. Where the room is made available before 3:00 p.m. on the day of arrival, the Hotel Operator shall be entitled to charge an early check-in fee equal to 50% of the published room rate according to the Hotel's valid price list.
3. Unless otherwise agreed in advance, the Client shall vacate and leave the room no later than 10:00 a.m. on the agreed departure date. Where the Client requests a late check-out, the Hotel Operator shall be entitled to charge:
• 50% of the published room rate if the room is vacated by 2:00 p.m., or
• 100% of the published room rate if the room is vacated after 2:00 p.m.
4. If the Client fails to check in despite having a confirmed reservation (no-show), the Client shall remain liable for payment of the accommodation services in the full amount specified in the reservation. Should the Client terminate the stay earlier than originally booked, the Client shall likewise remain liable for the full price of the reserved accommodation services and shall not be entitled to any refund or compensation for the unused portion of the stay. Unused nights may not be transferred to another date.
5. Where, at the Client's request and with the Hotel Operator's consent, the Client checks into the Hotel before 6:00 a.m., the Client shall pay the accommodation charge for the entire preceding day.
6. The Client shall promptly notify the Hotel reception of any defects, deficiencies, complaints concerning the Hotel Services, or any damage to the room or its furnishings immediately upon discovery. Should the Hotel Operator discover, during or after the Client's stay, any damage to the room or its inventory that was not reported by the Client, the Client shall reimburse the Hotel Operator in full for the resulting damage immediately upon request. For this purpose, the Hotel Operator shall be entitled to charge the amount of the damage to the Client's payment card provided during the reservation process.
7. The Hotel Operator shall not be liable for items brought onto the Hotel premises by the Client or for damage to deposited property except as expressly provided in these GTC. The Client shall store valuable items in the in-room safe, properly locked and secured with a personal access code in accordance with the operating instructions. Should the Client fail to use the in-room safe, the Hotel Operator shall not be liable for any loss, theft, misuse or damage to such valuables. The Client shall keep all personal belongings inside the room and ensure that the room is properly locked when unattended.
8. The Hotel Operator shall not be liable for any failure to provide the Hotel Services where such failure is caused by force majeure. Force majeure means any extraordinary, unforeseeable and unavoidable event beyond the reasonable control of either contracting party which prevents the performance of contractual obligations.
9. In exceptional circumstances, the Hotel Operator reserves the right to provide accommodation different from that originally booked, provided that accommodation of an equivalent or higher standard is offered.
10. The Client may receive visitors in the hotel room only with the prior consent of the Hotel reception staff and under the conditions determined by the Hotel Operator. Visitors shall present a valid identity document and must leave the hotel room no later than 10:00 p.m.
11. Persons under 18 years of age may stay at the Hotel only if accompanied by an adult. Children under 10 years of age must not be left unattended anywhere on the Hotel premises.
12. Dogs and other companion animals are not permitted in the Hotel.
13. The Client shall behave in a considerate manner and shall not disturb other guests or Hotel staff beyond what is reasonable under the circumstances. Quiet hours shall be observed daily between 10:00 p.m. and 7:00 a.m.
14. The Client shall not move furniture or equipment, make alterations to the room or interfere with any electrical, plumbing or other installations. The use of personal electrical appliances is prohibited, except for appliances intended for personal hygiene and personal electronic devices such as mobile phones, tablets, laptops and their chargers. Bicycles, electric bicycles, scooters and electric scooters are not permitted inside hotel rooms. The use of open flames anywhere within the Hotel is strictly prohibited. Any breach of the obligations set out in this paragraph shall entitle the Hotel Operator to impose a contractual penalty of EUR 250 for each individual breach, without prejudice to the Hotel Operator's right to claim compensation for any damage exceeding such amount.
15. Before leaving the room, the Client shall switch off all lights and electrical appliances, turn off all water taps and ensure that the room door is properly closed.
16. All hotel rooms and all other indoor areas of the Hotel are strictly non-smoking, including the use of electronic cigarettes and similar devices. Any breach of this prohibition shall entitle the Hotel Operator to charge the Client a contractual penalty of EUR 250 for each individual violation, without prejudice to the Hotel Operator's right to recover any additional damage incurred.
17. The Client shall comply with all generally binding regulations concerning the protection of life, health, property and the environment, as well as all fire safety regulations and internal safety rules issued by the Hotel Operator. The Client shall be liable for any damage caused to the Hotel Operator through failure to comply with such regulations.
18. The Client shall refrain from any conduct that may damage the Hotel, its facilities or any other property of the Hotel Operator and shall act in a manner that prevents damage to the Hotel premises and equipment.
19. Complaints, comments and suggestions concerning the Hotel or the Hotel Services shall be submitted to the Hotel reception, where they shall be handled in cooperation with the Hotel management.
20. Should the Client breach any obligation set out in this Article of the GTC, the Hotel Operator shall be entitled to terminate the accommodation agreement with immediate effect before the agreed departure date. In such event, the Hotel Operator shall be entitled to charge the Client 100% of the total value of the remaining confirmed stay.
Article IV
Accommodation Rates and Payment Terms
1. The Hotel Operator shall provide the Hotel Services at the prices specified in the Hotel's price list valid on the date of confirmation of the reservation or order. The current price list is available on the Hotel Website. The accommodation rate does not include the local accommodation tax, which shall be payable in the amount determined by the generally binding ordinance of the City of Trenčín governing local taxes and municipal waste charges. The Hotel Operator reserves the right to amend the prices of the Hotel Services during the calendar year.
2. The price of the Hotel Services stated in the reservation confirmation shall be binding. However, should there be a substantial increase in the Hotel Operator's operating costs, including but not limited to energy, utilities, goods, labour or media (such as electricity, gas, heating, supplies and similar costs), or should new tax, administrative or other mandatory charges be introduced, resulting in a material increase in the cost of providing the Hotel Services, the Hotel Operator shall be entitled to increase the agreed prices, provided that more than sixty (60) days remain before the scheduled commencement of the booked stay at the time the revised price list becomes effective.
3. Unless otherwise agreed, the Hotel Operator shall require the Client to pay an advance payment equal to 100% of the total price of the ordered Hotel Services. Should the advance payment not be received within the specified time, the Hotel Operator shall be entitled to reject or cancel the reservation. In such case, the Hotel Operator's obligation to provide the Hotel Services shall arise only upon receipt of the advance payment. Until such payment or any other agreed consideration has been received, the Hotel Operator shall not be bound by any reservation, order, request or instruction submitted by the Client.
4. Where payment has not been made in advance (for example, in the case of walk-in guests without a prior reservation), the Client shall pay the full price of the ordered Hotel Services no later than upon check-in at the Hotel reception.
5. During the reservation process or at check-in, the Hotel Operator shall require the Client to provide the details of a valid credit or debit card (hereinafter referred to as the "Payment Card"). By providing the Payment Card details, the Client expressly authorises the Hotel Operator to:
• perform a pre-authorisation (temporary hold) on the Payment Card to secure payment for the Hotel Services;
• charge the Payment Card for the price of the Hotel Services;
• charge any compensation for damage, contractual penalties or other amounts due under these General Terms and Conditions, should the Client fail to make such payments directly.
The Hotel Operator's obligation to provide the booked Hotel Services shall arise only after the Client has provided the Payment Card details and granted the above authorisations. Until such information and authorisations have been provided, the Hotel Operator shall not be bound by any reservation, order, request or instruction submitted by the Client.
6. The Hotel Operator reserves the right to process additional charges against the Client's Payment Card after departure where outstanding amounts are identified, including, but not limited to, minibar consumption, compensation for damage caused by the Client, contractual penalties or other unpaid charges. By making the reservation, the Client expressly authorises such post-departure charges. In such event, the Hotel Operator shall notify the Client in writing of the additional charge and the reasons for it.
7. If the advance payment equal to 100% of the total price of the ordered Hotel Services has not been received, or if payment has not been made at check-in in accordance with these GTC, the Hotel Operator shall be entitled to refuse accommodation.
8. The Hotel Operator may require a Payment Card guarantee or collect a deposit for Hotel Services that have not yet been used. Any unused deposit shall be settled, or the pre-authorisation on the Payment Card released, on the Client's departure date after all Hotel Services used during the stay have been paid in full.
9. Upon check-out, the Client shall settle all outstanding charges for Hotel Services used during the stay and shall also pay any compensation for damage and/or any contractual penalties arising from a breach of these GTC. Payment shall be made by Payment Card or in cash, unless another method of payment has been agreed in advance.
10. Discounts, promotional offers and special rates offered by the Hotel Operator may not be combined. If, after the Client's reservation has been confirmed, the Hotel Operator introduces a promotional rate for the same period, the Client shall not be entitled to a reduction of the agreed accommodation price.
11. Children under three (3) years of age staying in the same room as their parents shall be accommodated free of charge. Charges for a baby cot or an extra bed are specified in the Hotel's current price list. A maximum of one baby cot or one extra bed may be provided per room.
Article V
Cancellation Policy for Accommodation Services
1. The Hotel Operator shall be entitled to charge the following cancellation fees where the Client cancels a reservation in writing (by post or e-mail) or in person:
a) cancellation 12 or more days before the scheduled arrival date:
0% of the total value of the cancelled Hotel Services;
b) cancellation 11 to 6 days before the scheduled arrival date:
50% of the total value of the cancelled Hotel Services;
c) cancellation 5 days or less before the scheduled arrival date, including the scheduled arrival date:
100% of the total value of the cancelled Hotel Services;
d) cancellation or failure to arrive (no-show) in the case of a Non-Refundable Reservation, which may be booked no earlier than 14 days before arrival:
100% of the total value of the cancelled Hotel Services;
e) where the Client terminates the stay before the agreed departure date, the Hotel Operator shall charge a cancellation fee equal to 100% of the total value of the remaining confirmed stay.
2. By making a reservation for accommodation and related Hotel Services, the Client acknowledges and agrees that, in the event of cancellation, partial cancellation or failure to arrive, the Hotel Operator shall be entitled to apply the cancellation fees specified above.
For the avoidance of doubt, cancellation fees shall always be calculated on the total value of the cancelled Hotel Services, and not merely on any individual component thereof. For example, where accommodation is cancelled, the cancellation fee shall be calculated on the accommodation charge for the entire booked stay, rather than on the rate applicable to a single night.
The Hotel Operator shall be entitled to set off any claim of the Client for a refund of amounts already paid against the Hotel Operator's claim for payment of the applicable cancellation fee, to the extent that such claims correspond.
The Hotel Operator shall also be entitled to satisfy the cancellation fee by using the Payment Card guarantee and applying any pre-authorised amount to cover the applicable cancellation charges.
Article VI
Gift Vouchers
1. The Hotel Operator offers gift vouchers for purchase through the Hotel Website at www.hotelelizabeth.sk, as well as at the Hotel's main reception and wellness reception.
A Gift Voucher ("Voucher") entitles its holder to use the specific Hotel Services purchased. Vouchers are transferable, and any lawful holder may redeem them. By purchasing a Voucher, the purchaser expressly confirms acceptance of these General Terms and Conditions.
2. A Voucher may not be exchanged for cash or any other financial compensation and is non-refundable and non-cancellable.
3. Unless otherwise specified by the Hotel Operator, the validity period of a Voucher shall be:
• 12 months from the date of purchase for an Accommodation Voucher;
• 3 months from the date of purchase for a Gastro Voucher;
• 6 months from the date of purchase for a Wellness Voucher.
The validity period of a Voucher cannot be extended under any circumstances.
Any change to the reservation date for the Hotel Services covered by the Voucher shall only be permitted within the Voucher's validity period.
The Hotel Operator reserves the right to designate certain periods during the calendar year during which Vouchers may not be redeemed.
Where the value of the Hotel Services used is less than the value of the Voucher, the unused balance shall not be refunded.
4. Where the value of the Hotel Services used exceeds the value of the Voucher, the Voucher holder shall pay the difference in price.
Reservations for Hotel Services covered by a Voucher shall be made by telephone or e-mail using the contact details published on the Hotel Website.
Article VII
Liability for Damage to Property Brought onto or Deposited at the Hotel
1. The Hotel Operator shall be liable for damage to property brought onto the Hotel premises by accommodated guests or on their behalf, unless the damage would have occurred irrespective of the Hotel Operator's actions or omissions. Property shall be deemed to have been brought onto the Hotel premises if it has been brought into areas designated for accommodation or for the storage of guests' belongings, or if it has been entrusted for such purpose to an authorised employee of the Hotel. The Hotel Operator shall not be liable for any personal belongings left unattended in the public areas of the Hotel.
2. The Hotel Operator shall be liable for jewellery, cash and other valuables only up to the maximum amount prescribed by the applicable legislation and only where such valuables have been deposited and securely locked in the Hotel safe. Any claim for compensation shall lapse unless asserted on the day the Client became aware of the damage, and in any event no later than the Client's departure from the Hotel.
3. Lost property found on the Hotel premises shall be stored by the Hotel Operator in designated storage facilities for a maximum period of one (1) week from the date it is found. This shall not apply to perishable items, particularly food, or to any items that may endanger the safety of guests, interfere with the Hotel's operations, or adversely affect the Hotel Operator's reputation.
4. The Hotel Operator shall not be liable for the loss of or damage to any motor vehicle parked in the Hotel car park. The provision of a parking space does not create a contract of safekeeping, custody or any similar obligation on the part of the Hotel Operator with respect to the Client's vehicle. The Hotel car park is not supervised, although it is monitored by a CCTV system. In the event of damage to or theft of a vehicle, CCTV recordings may be released solely to the competent authorities of the Police Force of the Slovak Republic upon a court order or another lawful request issued by the competent public authority.
5. The Hotel Operator shall not be liable for personal injury, accidents or damage to the health of any individual arising in connection with the use of the accommodation or any other Hotel Services, unless such damage has been caused by the Hotel Operator through gross negligence or wilful misconduct.
Article VIII
Client's Liability for Damage
1. Where the Client breaches any obligation arising under the generally binding laws of the Slovak Republic, these General Terms and Conditions, the relevant Hotel Services Agreement, a confirmed reservation or order, or the Hotel's internal health and safety and fire protection regulations, the Client shall compensate the Hotel Operator for any resulting damage, unless the Client proves that the breach was caused by circumstances excluding liability.
2. The Client shall be fully liable for any damage resulting from the deterioration, damage or destruction of the Hotel's equipment, furnishings or other property. Where such damage is caused by a minor, liability shall be borne by the minor's legal representative.
Article IX
Personal Data Protection
1. Personal data provided by the Client during the reservation process, in connection with the provision of the Hotel Services, or otherwise in relation thereto, shall be processed in accordance with the applicable data protection legislation, in particular Act No. 18/2018 Coll. on Personal Data Protection, as amended, and Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (General Data Protection Regulation - GDPR).
The personal data provided shall be processed within the Hotel Operator's information systems for the purposes of:
• processing reservations for Hotel Services;
• preparing and administering reservations and orders;
• issuing reservation confirmations and, where applicable, entering into agreements;
• providing the Hotel Services;
• invoicing and processing payments for the Hotel Services.
Personal data may be disclosed to or processed by third-party processors engaged by the Hotel Operator for the administration, operation, maintenance or support of the systems used in connection with the provision of the Hotel Services.
Personal data processed for the above purposes shall be processed without the data subject's consent where such processing is necessary for the performance of a contract or for the implementation of pre-contractual measures, in accordance with the applicable data protection legislation.
Further information regarding the processing of personal data and the rights of data subjects is available in the Privacy Policy (GDPR) published on the Hotel Website.
2. The Hotel Operator may process the Client's personal data for marketing purposes only where the Client has given their explicit consent, which may be granted by completing the relevant consent form or selecting the appropriate consent option during the reservation process.
Article X
Final Provisions and Alternative Dispute Resolution
1. Any legal relationships arising between the Hotel Operator and the Client in connection with the provision of the Hotel Services and governed by these General Terms and Conditions shall be subject to the laws of the Slovak Republic.
2. Any disputes arising out of or in connection with these General Terms and Conditions or the provision of the Hotel Services shall fall within the exclusive jurisdiction of the competent courts of the Slovak Republic.
3. If the Client is dissatisfied with any Hotel Service provided, the Client may submit a written complaint to the Hotel Operator, including by e-mail.
Where the Client is a consumer and is dissatisfied with the manner in which the Hotel Operator has handled the complaint, or believes that the Hotel Operator has infringed the Client's rights, the Client shall have the right to submit a written request for redress to the Hotel Operator, including by e-mail.
4. If the Hotel Operator rejects the Client's request for redress or fails to respond within thirty (30) days from the date on which the request was submitted, the Client shall be entitled to initiate alternative dispute resolution (ADR) in accordance with Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes, as amended.
5. The competent ADR entity for disputes involving the Hotel Operator is the Slovak Trade Inspection (Slovenská obchodná inšpekcia - SOI), Central Inspectorate, Department of International Relations and Alternative Dispute Resolution, Bajkalská 21/A, P.O. Box 29, 827 99 Bratislava, Slovak Republic, e-mail: ars@soi.sk or adr@soi.sk.
Alternatively, the Client may choose any other authorised ADR entity included in the official register maintained by the Ministry of Economy of the Slovak Republic.
The current list of authorised ADR entities is available on the website of the Ministry of Economy of the Slovak Republic.
6. Should any provision of these General Terms and Conditions become invalid, unenforceable or ineffective, such invalidity, unenforceability or ineffectiveness shall not affect the validity or enforceability of the remaining provisions.
7. By making a reservation or ordering any Hotel Services, the Client confirms that they have read, understood and accepted these General Terms and Conditions.
The Hotel Operator reserves the right to amend these General Terms and Conditions unilaterally. Any amendments shall become effective on the date of their publication on the Hotel Website.
8. These General Terms and Conditions shall become effective on 1 July 2026.
