Complaints procedure

Warranty and complaints procedure of ALEXANDRA HOTEL, s.r.o. prepared in accordance with the Civil Code and the Consumer Protection Act.

ALEXANDRA HOTEL, s.r.o.
Dvory 581, 020 01 Púchov
Company ID: 36 845 981 · VAT ID: SK2022463003
registered in the Commercial Register of the District Court Trenčín, Section: Sro, Insert No. 18354/R

Establishment: Alexandra Sport Hotel***, 1. mája 899, 020 01 Púchov.

Updated: 19 October 2026
Operator: ALEXANDRA HOTEL, s.r.o. · Company ID: 36 845 981 · VAT ID: SK2022463003

Art. I. General provisions

This procedure governs complaints regarding goods and services sold by ALEXANDRA HOTEL, s.r.o. (the “provider”) at Alexandra Sport Hotel*** in Púchov to consumers (the “buyer” or “consumer”).
It is binding on all employees of the provider and on the consumer (a natural person not acting within their trade or business when concluding and performing a consumer contract).
By taking delivery of goods or concluding a service contract, the consumer agrees to this procedure and confirms they have been informed of its content.
A complaint means asserting liability for defects; handling a complaint means ending the procedure by delivery of repaired goods, replacement, refund, a reasonable price reduction, a written invitation to take delivery, or a reasoned rejection.

Art. II. Consumer rights

Every consumer has the right to goods and services of good quality, to complain, to compensation for damage, to education and information, to protection of health, safety and economic interests, and to submit suggestions to supervisory authorities and the municipality. Consumers are also protected against unfair contract terms.
The consumer may seek court protection of their rights against breach of statutory consumer-protection duties.

Art. III. Seller’s duties

The seller must sell goods in the correct weight, measure or quantity; provide goods and services of usual quality; charge agreed prices correctly; ensure hygiene; observe storage rules; demonstrate the product where possible; and sell/provide services safely.

The seller must not impose obligations without legal ground, deny rights under Art. II and § 3 of Act No. 250/2007 Coll., refuse to sell displayed goods or provide an available service, tie sale to purchase of another product (except where legal conditions are not met), or mislead the consumer.

Reserved and paid goods must be marked with the reservation deadline; goods/services must be delivered on the agreed date or within the contractual period.

Art. IV. Liability for defects

The seller is liable for defects present when the buyer takes delivery.
The buyer must inspect the goods or familiarise themselves with the service after the risk of damage passes.
If the buyer fails to inspect, claims for obvious defects require proof that the defect already existed then.
For used goods the seller is not liable for defects from use or wear; for goods sold at a lower price, not for the defect for which the lower price was agreed.
Except for rapidly perishable or used goods, the seller is liable for defects arising within the warranty period.
Obvious defects must be reported immediately; later complaints of this type are not accepted.
The seller is not liable if the buyer knew or must have known of the defect; caused it; accepted a discount for it; or if it arose from normal wear, misuse, broken seals, unauthorised intervention, natural disaster, or after the warranty/life expired.

Art. V–VI. Warranty period (goods)

The warranty period is generally 24 months from taking delivery (not ending before any stated use-by date). Used goods may have a shorter warranty of at least 12 months. Rights for rapidly perishable goods must be asserted no later than the day after purchase. Time spent on warranty repair does not count toward the warranty period; replacement restarts the warranty.

Art. VII. Remediable defects

The consumer is entitled to free, timely and proper remedy. Instead of repair, replacement may be requested if costs are not disproportionate. In catering, defects of quality, weight, temperature, measure or price must be claimed before tasting or after consuming at most half a portion. In accommodation, the guest is entitled to free remedy of deficiencies (replacement/supplement of equipment under Decree MH SR No. 277/2008 Coll.).

Art. VIII. Irremediable defects

If an irremediable defect prevents proper use, the consumer may demand replacement or withdraw. The same applies to remediable defects that reappear or are numerous. Other irremediable defects entitle the consumer to a reasonable discount or an extra service. In catering, replacement or refund applies if the meal/drink cannot be remedied. In accommodation, if a technical room defect cannot be fixed and no substitute is available, a reasonable discount or cancellation before overnight stay with refund applies; likewise if the HOTEL unilaterally makes a material change and the guest refuses the substitute.

Art. IX. Discounted goods

For goods/services sold at a lower price, used goods or services with a defect for which the seller is liable, the customer may claim a reasonable discount or equivalent extra service instead of replacement. Warranty also covers sale/discount goods, except the specific defect for which the discount was given.

Art. X–XI. Lodging a complaint

Complaints are lodged with the seller where the goods were bought or the service provided. The seller must inform about conditions and place of complaint, keep this procedure available, accept complaints in any suitable establishment, have a staff member present during opening hours, and issue a confirmation. The consumer must report defects without undue delay, complete a complaint protocol with contact details, and present proof of purchase/warranty. Lawfully lodged complaints are handled free of charge — immediately, in complex cases within three working days (excluding expert assessment time), and at latest within 30 days. After that period the consumer has the same rights as for an irremediable defect.

You may also complain by e-mail to recepcia@alexandrasporthotel.sk or by phone at [+421 42 463 1451]+421424631451.

Art. XII. Alternative dispute resolution (ADR)

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

Supervisory authority: SOI Inspectorate for the Trenčín Region, Hurbanova 59, 911 01 Trenčín.

Art. XIII. Final provisions

This procedure is updated and takes effect on 19 October 2026.
The seller reserves the right to amend this procedure without prior notice.

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