Terms and conditions

General terms and conditions of ALEXANDRA HOTEL, s.r.o. governing accommodation, catering and additional services at Alexandra Sport Hotel***.

Valid from: 19 October 2026
Operator: ALEXANDRA HOTEL, s.r.o. · Company ID: 36 845 981

These General Terms and Conditions are issued by ALEXANDRA HOTEL, s.r.o., with its registered office at Dvory 581, 020 01 Púchov, Slovak Republic, Company ID: 36 845 981, Tax / VAT ID: 2022463003 / SK2022463003, registered in the Commercial Register of the District Court Trenčín, Section: Sro, Insert No. 18354/R (hereinafter the “HOTEL”), which operates Alexandra Sport Hotel***, 1. mája 899, 020 01 Púchov.

Article I. Subject matter

These General Terms and Conditions (hereinafter also “GTC”) govern the legal relationships arising between the HOTEL and clients (hereinafter also the “parties”) in the provision of HOTEL services and form the basic contractual framework for those relationships.
A client may be a domestic natural person, a foreigner under the conditions set by special regulations, or a legal entity – intermediary that enters into rights and obligations as a client.
A legal relationship between the parties arises:

on the basis of a contract or other bilateral legal act,
on the basis of a written, telephone, fax or e-mail order confirmed by the HOTEL,
on the basis of payment of the price for ordered services or an agreed deposit,
on the basis of a voucher issued by the HOTEL with the HOTEL’s confirmation of the possibility to use the services on the given date.

These relationships are governed primarily by individual contracts between the parties, these GTC, the current HOTEL price list, the current offer of stays and services, and other legally relevant facts.

Article II. Services

The HOTEL provides accommodation, catering and additional services for a fee according to the current price list. Texts in catalogues, brochures and on alexandrasporthotel.sk, as well as on partner portals, are for information only.
By confirming a binding order or signing a contract, the HOTEL undertakes to provide the agreed services in the agreed scope and quality.
Conditions for a stay at Alexandra Sport Hotel*** include:

payment of the stay price set in the confirmed order or contract,
presentation of the confirmed order, voucher or stay certificate at reception,
payment of local fees (accommodation tax under the generally binding regulation of the City of Púchov), unless included in the stay price,
adult accompaniment and supervision for guests under 15 years of age.

Client rights

to receive the services included in the stay price purchased directly from the HOTEL or its trading partner,
to receive all information about services, prices and scope,
to withdraw from the contract at any time before the start of the stay, without stating a reason, subject to cancellation conditions,
to lodge a complaint or grievance and have it handled under these GTC and the separate complaints procedure.

Client obligations

to provide reasonable cooperation and truthful information needed to arrange the stay,
to observe the House Rules available in each room and at reception,
to pay duly and on time for ordered services and to collect documents entitling the use of services,
to refrain from material breach of contract, gross breach of good manners, harassment or endangerment of other guests or staff, or causing damage to HOTEL or third-party property,
to compensate the HOTEL for damage caused by wrongful conduct contrary to the contract, GTC or generally binding law.

HOTEL rights

to unilaterally amend these GTC,
to change the scope, content or conditions of offered services,
to change the price list and contracted service conditions under Article V,
to withdraw from the contract if the client breaches obligations under Article III point 2 or other statutory duties – unused paid services are then treated as a contractual penalty,
to charge a cancellation fee under Article VI.

HOTEL obligations

to provide agreed products and services properly and on time,
to provide all information about services, prices and changes,
to respect the client’s legally protected interests, in particular personal data protection (Regulation (EU) 2016/679 and Act No. 18/2018 Coll.),
to handle complaints and grievances under Article VII and the separate complaints procedure.

Article IV. Prices and payment

Prices in the official HOTEL price list apply unless changes occur due to devaluation, tax rate changes or other unforeseeable influences. The HOTEL must promptly inform the client of any change that increases the price.
The HOTEL may grant a discretionary discount under internal rules; a discount is not a legal entitlement of the client.
Unless otherwise agreed, if the client does not pay the full price for ordered services by the start date, the HOTEL may refuse to provide services without compensation.
Payment is considered made when funds are credited to the HOTEL account or paid in cash at reception.
Special Last Minute or promotional discounts for a specific date are not cumulative with other HOTEL discounts.

Article IVa. Online card and bank transfer payments

A stay booked online must be paid in full via Cardpay, Tatrapay, Trustpay or bank transfer against an invoice.
By confirming the reservation the client authorises the HOTEL to collect the full payment. The booking system uses modern encryption. The HOTEL may verify card details with the issuing bank or company.
Offline bank transfer creates a non-binding reservation; capacity and price are guaranteed only after payment is credited. If sold out in the meantime, the HOTEL will offer an alternative (e.g. another room category or another Alexandra Complex property). If the client declines, they may withdraw and receive a refund within 14 days to the originating account. Unpaid reservations may be cancelled without compensation.
The HOTEL may limit or exclude offline payment in specified cases, with prior notice before confirmation (e.g. Last Minute, promo codes).

Article V. Changes to agreed services

The HOTEL may change agreed services if circumstances prevent performance under the original conditions, and must promptly notify the client and propose a solution.
The client may withdraw and receive a full refund without cancellation fees:

if the HOTEL cancels the stay,
in the event of a material change of accommodation, date or price. A change of accommodation at the same destination with the same category and scope of services, or replacement in a higher-category hotel, is not a material change.

Article VI. Cancellation

If the client cancels or withdraws for reasons on their side, a cancellation fee applies as a contractual penalty.
Cancellation must be notified in writing; the HOTEL confirms receipt in writing.
The amount and deadlines of the cancellation fee are stated in the reservation confirmation or package conditions and communicated before binding confirmation.
No-shows, exclusion, voluntary non-use of services or reasons on the participant’s side give no refund; the HOTEL may claim the cancellation fee under point 3.
Any surplus after the cancellation fee is refunded within 30 days of valid termination of the contract.

Please check cancellation conditions for your date and package before booking — reception: [+421 42 463 1451]+421424631451, recepcia@alexandrasporthotel.sk.

Article VII. Complaints

If the scope, content or quality of services differs from what was agreed, the client may lodge a complaint under the HOTEL complaints procedure available at reception and on this website.
Complaints must be lodged without delay:

in person – by recording the complaint at the place of service,
in writing – by post to the HOTEL management (no later than 7 calendar days after the service),
by e-mail to recepcia@alexandrasporthotel.sk (no later than 7 calendar days).

Late or incorrectly filed complaints need not be considered.
If upheld, the HOTEL must promptly remedy the defect, repeat the service, provide a substitute or grant a price reduction.
If immediate resolution is not possible, the HOTEL informs the client of the outcome within 30 calendar days.
Dissatisfaction without a claim for compensation may be submitted as a grievance handled under applicable law and internal rules.

Article VIII. Force majeure

Neither party is liable for failure to perform due to force majeure — an unforeseeable and unavoidable objective circumstance (natural disaster, strike, war, earthquake, etc.). Subjective or personal/economic circumstances of a party do not qualify as force majeure.

Article IX. Questionnaires and contests

By completing a questionnaire, entering a contest and providing data, the person grants written consent to use those personal data for promotional offers of the HOTEL and the ALEXANDRA COMPLEX group by post or e-mail.
Providing data is voluntary. E-mail and mobile numbers are anonymised from identifying data; name, surname and address are kept separately for postal mailings.
Data are not provided to third parties and serve solely for the operator’s marketing purposes.
Consent is granted for 5 years and may be withdrawn at any time by registered letter to the registered office or by e-mail to recepcia@alexandrasporthotel.sk. Details are in the Privacy policy.

Article X. Supervisory authority and ADR

Supervisory authority:

SOI Inspectorate for the Trenčín Region, Hurbanova 59, 911 01 Trenčín.
Society for Consumer Protection (S.O.S.) Poprad, Bajkalská 2335/3, 058 01 Poprad, tel.: 052 286 1300, 0944 533 011, sospotrebitelov.sk.

Consumer disputes may be resolved via alternative dispute resolution (ADR) under Act No. 391/2015 Coll. Online: ec.europa.eu/consumers/odr, or via a Slovak ADR body (e.g. SOI). Before filing, the client must first try to resolve the matter with the HOTEL; resolution should follow within 90 days; ADR applies to consumer contracts with a dispute value over €20.

Article XI. Final provisions

These GTC enter into force on 19 October 2026. Special contractual terms may be set out in a separate contract with ALEXANDRA HOTEL, s.r.o.

Púchov, 19 October 2026 · ALEXANDRA HOTEL, s.r.o.