×

Cancellation Policy

At Hotel Marie Luisa, we strive to accommodate the needs of our guests while ensuring the smooth operation of our facility. The following cancellation policy is designed to protect the interests of all parties involved.

Cancellation more than 14 days before arrival:

Cancellation is free of charge. Any deposits paid will be fully refunded.

Cancellation 14 to 7 days before arrival:

A fee of 30% of the total reservation cost will be charged.

Cancellation 7 days to 48 hours before arrival:

A fee of 50% of the total reservation cost will be charged.

Cancellation less than 48 hours before arrival:

A fee of 100% of the total reservation cost will be charged.

No-show on the day of arrival:

A fee of 100% of the total reservation cost will be charged.

Shortening the stay after arrival:

If the stay is shortened after arrival, no refund will be given for unused nights.

Cancellation procedure:

Cancellation can only be made via email to: hotel@marieluisa.cz. Please provide your name, reservation number, and arrival date when canceling.

Special conditions:

In the case of special offers or packages, the cancellation policy may vary. You will be informed of these conditions at the time of booking.

Contact:

If you have any questions or need further information, please do not hesitate to contact us at: hotel@marieluisa.cz.

Thank you for your understanding, and we look forward to welcoming you to Hotel Marie Luisa!

×

Terms & Conditions

(valid for Hotel Marie-Luisa, www.marieluisa.cz)

1. Operator

Company Name: Caravan Company s.r.o.
ID No. (IČ): 25736469
VAT No. (DIČ): CZ25736469
Phone: +420 286 851 738
E-mail: hotel@marieluisa.cz
Website: www.marieluisa.cz
Registered / Operating Address: Krnská 350, 197 00 Prague 9 – Kbely

These Terms & Conditions (hereinafter referred to as the “Terms”) govern the mutual rights and obligations between the Operator and the customer (hereinafter also referred to as the “Guest”) who uses the accommodation and related services provided via the website www.marieluisa.cz or through other agreed communication channels (phone, e-mail, in person).

2. Reservations and Formation of the Contractual Relationship

Methods of Reservation
Accommodation reservations (and any additional services such as breakfast, wellness, parking) can be made via the website www.marieluisa.cz, by telephone, or by e-mail.
When making a reservation, the Guest must provide truthful and complete information (name, contact details, dates of stay, number of persons, etc.).

Confirmation of Reservation
A reservation becomes binding once confirmed by the Operator (by e-mail, telephone, or other agreed method). By sending the reservation, the Guest acknowledges that they have read and fully agree to these Terms.

Payment Terms
The prices for accommodation and other services are listed on www.marieluisa.cz or in the reservation confirmation e-mail.
The Operator may require payment of a deposit or the full amount in advance (credit card, bank transfer, or another form) as indicated in the reservation confirmation.

3. Cancellation Policy

Guest’s Reservation Cancellation
The conditions for cancelling a reservation and any applicable cancellation fees are detailed in the Cancellation Policy section.
If the conditions for free cancellation are not met, a cancellation fee may be charged according to the stated rules.

Cancellation of Reservation by the Operator
The Operator reserves the right to cancel the reservation for technical or operational reasons (e.g., breakdown, room unavailability, force majeure). In such a case, the Guest will be informed without delay (by e-mail or telephone) and will be offered an alternative solution or a refund of any payments already made.

4. Guest’s Rights and Obligations

Accommodation and Use of Services
The Guest is entitled to use the assigned room and the hotel’s common areas in accordance with the hotel regulations. The Guest must observe the night-time quiet hours and comply with the safety and fire regulations set by the Operator.

Liability for Damage
The Guest is liable for any damage caused to the Operator’s property if it occurred due to their negligence or the negligence of the persons staying with them. The Operator is entitled to claim compensation for any resulting damage.

Arrival and Departure
Check-in and check-out times are stated either on the website or in the reservation confirmation. If the Guest does not adhere to the agreed departure time without prior arrangement, an additional fee for an extra stay may be charged.

5. Complaints

Service Complaints
If the Guest finds any deficiencies or defects (e.g., equipment malfunction, undelivered ordered service), they must promptly notify the reception staff so that remedial action can be taken. A complaint can also be submitted in writing by e-mail to hotel@marieluisa.cz.

Complaint Resolution
The Operator undertakes to resolve complaints within a reasonable time, no later than 30 days from the date of the complaint, unless agreed otherwise with the Guest.

6. Personal Data Protection (GDPR)

The Operator processes the personal data of Guests in accordance with applicable legislation, particularly Regulation (EU) 2016/679 (GDPR) and related Czech laws. Detailed information about the scope and purpose of personal data processing, the period of data retention, and the rights of Guests (data subjects) can be found in the separate document Privacy Policy, published on www.marieluisa.cz.

7. Out-of-court Dispute Resolution

In the event of a consumer dispute between the Operator and the Guest that cannot be resolved by mutual agreement, the Guest may submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (www.coi.cz).

8. Final Provisions

These Terms are valid and effective as of the date of their publication on www.marieluisa.cz. The Operator reserves the right to change or supplement these Terms at any time, with effect from the date of their publication on the website.

By sending the reservation (or concluding the accommodation contract), the Guest confirms that they have read, understand, and agree to these Terms.

Thank you for choosing Hotel Marie-Luisa.
If you have any questions or comments, please do not hesitate to contact us.