The hotel will issue a confirmation of reservation for each order made by a client (hereinafter customer) where specify especially range of ordered services. Hotel always require reverse confirmation by customer. The person which confirm order of services at collective, grouped and corporate events declares that is authorized to act on behalf of the company – customer. Any risk regarding this point of contract is borne by customer.

Customer commits to a solution of any complaints about quality or range of provided hotel services immediately with responsible hotel representant so that hotel could arrange correction of this fact or commented them. Any later complaints that were not soluted during events the hotel may not accepted. Authorized to act on behalf of the hotel are hotel director or sales manager. Customer agree with „General terms and conditions“ Felicity Hotels s.r.o. by confirmation of order.

In case of on line reservation the advance payment will be made via payment gateway GP WebPay.

Customer takes note by concluding the contract, that the hotel is entitled as part of events organized by hotel for accommodated customers to take photographic documentation or audiovisual recording of these events for the purpose of promoting the hotel solely in an anonymous version without giving the guest’s names or other personal information except for their portraits or expression; these materials can be use solely at the hotel profile or social networks.

If, after the conclusion of the contract, there is a change in circumstances that could not reasonably have been foreseen or influenced by the before the contract was concluded and for which performance of the contract becomes particularly disadvantageous, difficult or impossible, the contracting parties undertake to make every possible effort to the agreement to change the content of the contract so that the purpose of the contract is achieved without changing its content to a greater than necessary extent.


Hotel guarantee the reservation based on confirmation of reservation issued by hotel. Confirmation of reservation is usually exposed based on binding written order of the customer. Hotel is justified to request of deposit for provided services which is payable before start date, if not defined otherwise. Amount of deposit and its due date is given in the invoice. In case of non-payment of the invoice till its due date the hotel considers the reservation to be canceled without compensation. Hotel guarantee accommodation on the day of arrival till 18 o’clock local time. After this term is hotel justified to offer accommodation capacity to another customer. In case of previous information it is possible to extend the reservation time by agreement.

Hotel rooms are provided by way „Run of the house“, ie. in the moment of arrival to the hotel customer gets any free room within the ordered category, tidy and prepared to accept by the customer in accordance with the confirmed reservation. Hotel Grand, Pension Grand Apartments and Apartments Residence Grand Suites offer double rooms, triple rooms and apartments. Rooms are divided to categories Standard and De-Luxe.


The hotel commits to provide the services according to order in range and quality appropriate to standard and qualitative classification of the hotel and at the prices shown in order confirmation.


Customer is obliged to make all changes of reservation or cancel the reservation always by e-mail or via on-line reservation system and this change or cancel have to be confirmed by the hotel.

In case of cancel the reservation by customer hotel is justified to charge the following fees:

In the case of a bilateral agreement on the cancellation of the accommodation contract, the landlord will be entitled to charge the client an administrative fee for settlement in the amount of CZK 750, incl. VAT.


COVID 2019

Cancellation fees at cancel the reservation from 1.5.2021 till 30.9.2021:

  • till 14 days before arrival: without sanction
  • 13 – 7 days before arrival: 50 % of the total amount of accommodation incl.breakfast
  • 6 – 2 days before arrival: 80 % of the total amount of accommodation incl.breakfast
  • 2-1 days and not coming: 100 % of the total amount of accommodation incl.breakfast

Cancellation fees at cancel the reservation from 1.10.2021 till 1.5.2022:

  • till 30 days before arrival: without sanction
  • 29 – 14 days before arrival: 50 % of the total amount of accommodation incl.breakfast
  • 14 – 7 days before arrival: 80 % of the total amount of accommodation incl.breakfast
  • 7 days and not coming: 100 % of the total amount of accommodation incl.breakfast


100 % of the total amount of accommodation incl. breakfast whenever after make of reservation
Deposit of 50% and 100% is non-refundable.

In cases of special consideration can hotel desist from cancellation fees, eventual reduce their amount by agreement. Eventually shortening the length of stay or failure to use some of the ordered services (in case of possibility to use) is not the reason for refund of part of the paid payment for ordered services, if not defined otherwise.


Hotel require payment of provided services no later then the day of arrival of customer in cash, if not defined otherwise. Hotel accept credit cards.

In case of collective and grouped events hotel require payment of ordered services at least 45 days before arrival. If is in written confirmation of reservation invoice payment option hotel make an invoice up to 3 days after an event and determines the maturity of the invoice 14 days from the day of issue whereas as the decisive day is date of crediting the payment to the hotel’s account. After this date is hotel authorized to charge interest 0,1% of total price for every day of payment delay. In case of customer request for payment in foreign currency which is accepted by hotel it is considered a decisive daily rate at the hotel’s currency exchange office. At setting the price of services in a written booking confirmation in other currency than CZ /USD, EUR/ which represents the currency conversion of prices in CZK using the announced bank purchase rate in which the hotel has a foreign exchange account there is a risk of 5 %.

If occurs at change the exchange rate of CZK against EURO to exceed the set limit for exchange rate risk the hotel can change the price for the services provided.


If customer find out during the stay at the hotel some shortcomings regarding accommodation or other provided services which is possible to remove immediately, it is required to notify this fact to hotel reception or to staff providing this kind of service so that these shortcomings can be removed during the stay. In case that range or quality of provided services is lower or does not match the confirmed order and shortcoming can not be removed immediately it is required to have a written confirmation from the hotel reception that customer claimed this shortcoming and it was not removed. When customer agree with compensation for complaint it is considered as settled.


Hotel processes personal data in accordance with the European Parliament Regulation and Council of the EU 2016/679 of the 27th of April 2016, General Data Protection Regulation and other generally binding legal regulations.

Details of the processing of personal data are available in the Communication to clients on the hotel website and on request at the hotel reception.


Hotel Grand, Pension Grand Apartments and Apartments Residence Grand Suites have responsibility only for reservation and providing required services according to order, confirmation of reservation and confirmation of payment of deposit. Order of services depends on the customer’s choice, his financial capabilities, experience and recommendations.

Valid from 01. 12. 2019

Approved by: Ing. Petra Gottfried – Managing Director

Felicity Hotels s.r.o.

č. p. 155
543 51 Špindlerův Mlýn
IČ: 25933493
DIČ: CZ25933493