The right to make a complaint

1. If the guest discovers a defect, he is entitled to file a complaint. The guest reports the defect immediately to the employee who provided the service to the guest. An authorized employee of the accommodation provider will decide on the applied claim. If necessary, a complaint protocol will be drawn up, in which it will be stated what the defect is. After the assessment, the authorized worker is obliged to decide on the claim immediately, in complex cases within 7 days.
2. The guest applies the complaint at the reception. If the nature of the service being complained about requires it, the guest must also present the item for which the defect is being complained about when making a complaint.
3. When providing accommodation services, the guest has the right to request the removal of a defect related to the suitability and equipment of the room. If the defect cannot be removed, a replacement service will be provided. If it is not possible to provide replacement performance, a discount will be provided from the prices of the service.
4. When providing catering services, the guest can request free, proper and timely removal of the defect if the correct: quality - weight - measure - temperature or price are not observed.
5. Complaints due to the quality and temperature of food and drinks are made by the guest after tasting and directly to the restaurant staff.
6. Complaints due to measures and weights are made by the guest before consumption. Defects in food and dishes are considered irreparable defects.
7. If there is a defect in the food and dishes, the guest has the right to apply for an exchange or refund from the payment of the amount directly to the restaurant staff.
8. When making a complaint, the consumer submits proof of payment for the services whose errors he is complaining about.

These Complaints Rules entered into force and effect on June 1, 2018.

For Hotel Avion

Name: Aleš Malina

Position: Company executive