Legal Info


1.CONTRACTING PARTIES (Contractor and customer)

Contractor: Wellness hotel Astra ***Superior, Bedřichov 10 543 51 Špindlerův Mlýn – the provider of accommodation, catering, relaxation services.


The hotel is operated: ASTRASERVIS, a.s. V Hájích 289/57 149 00 Praha 4 – Háje,

B 20670 vedená u Městského soudu v Praze IČ: 46505105 DIČ: CZ46505105

The Customer: “the Guest” – the ordering party of the services



2.1. The ordering party can make a reservation in their own interest, or in favour of a third party.

2.2. After the Hotel receives the Guest‘s order, it confirms it in a following form: by phone / in writing / by e-mail.

2.3. The order must contain: the Guest‘s name and surname / the period of the accommodation / contact data: telephone number, the guest‘s address, e-mail address / method of payment for the services / the number of the ordered “guests” specifying the number of adults and children, including their age / the kind of the services ordered.


3.1. The Hotel shall charge to the Guest prices according to the current price

3.2. The price stated in the reservation confirmation is binding.

3.3. The Guest shall not be entitled to a reduced price in the case that a special offer price for the accommodation was published after the reservation had been confirmed.

3.4. Special offers and discounts cannot be combined.

3.5. On the day of termination of the accommodation, the Guest is obliged to pay in cash or by credit card at the reception for all used hotel services.

3.6. Payment for the services by money transfer is only possible upon a written order sent in advance, which is confirmed by the reservation department. The invoice due date is 14 days from the day of the invoice issuance

3.7. The advance can be paid in the following manners: in cash or by credit card at the reception / by money transfer to the account based on an advance invoice or the invitation to pay stated in the price offer / by credit card without the client‘s presence, after stating the card number and validity. 3.8. Based on the request, the hotel will make a price offer and after ordering the particular services will send to the client the pro forma invoice in the amount of 30%-100% of the total price of accommodation. The rest is to be paid at the reception

3.9. The advance must be paid in 3 days unless otherwise stated or agreed. Upon the payment of the advance, the reservation becomes binding and the Guest shall receive the reservation confirmation within 3 working day

3.10. In the case that the Guest does not pay the advance within the stipulated period, the Hotel is entitled to cancel the reservation. If the reservation is cancelled, the advance passes to the Hotel and the entitlement to a refund thus expires. The reservation becomes binding at the moment when the advance has been credited to the Hotel account.

3.11. Cancellation policy: When cancelling or changing the reservation from the part of client we proceed in accordance with the following cancellation policy, unless agreed otherwise.

180 – 61 days prior to arrival forfeit fee at the rate of 30% of the accommodation price

60 – 31 days prior to arrival forfeit fee at the rate of 50% of the accommodation price

30 – 0 days prior to arrival forfeit fee at the rate of 100% of the accommodation price


3.12. In the case that the Guest terminates their accommodation earlier than it was agreed, the Hotel is entitled to charge to the Guest the amount equalling the price of the whole accommodation


4.1. In the case of making the room dirty or smoking inside it, a fee in the amount of CZK 1.000 shall be charged to the Guest (even repeatedly). Other damage shall be charged according to its

4.2. The Guest bears the full responsibility for all damage caused during the period of their accommodation. In the case that damage has been caused by a child, the responsibility is borne by a legal representative

4.3. The Guest holds the responsibility for all damage caused by their animal within the period of accommodation.


5.1. On the day of arrival, the Guest cannot accommodate earlier than at 2.00 p.m. unless otherwise agreed.

5.2. In the case that the Guest has paid the advance, the Hotel must keep the room reservation by 8.00 p.m. In the case that the Guest did not use their right to the booked services within the specified time, the full amount of the paid advance passes to the Hotel unless otherwise agreed.

5.3. On the day of departure, the Guest is obliged to leave the room by 10.00 a.m. (check out). In the case that the Guest does not leave the room by 10.00 a.m., the Hotel is entitled to charge the Guest a fee for the prolonged check out by 2.00 p.m., i.e. in the amount of 50 % of the price per night. From 2.00 p.m. another day of accommodation shall be charged according to the current rack rates.

5.4. In the case that the Guest has only a telephone order, not a written one, it is necessary to check in by 6.00 p.m. unless otherwise agreement is made by the Guest. If the Guest does not check in, the Hotel can count on this capacity. In the case that the Guest checks in early in the morning – e.g. at 6.00 a.m., the Hotel is entitled to charge another started night.

5.5. In exceptional cases, the Hotel reserves the right to offer to the Guest other accommodation than the accommodation previously agreed on.

5.6. The Hotel bears no responsibility for valuables unless they are kept at the hotel safe at the reception.

5.7. In the hotel common area, the guests are not allowed to consume their own food and drinks. It is considered a breach of the General Terms and Conditions of the contract on the basis of which the Hotel may terminate the contractual relation with the Guest without any entitlement to a refund. 5.8. For safety reasons, the Guest is only allowed to use the electrical appliances which serve for their personal hygiene as well as notebook computers and small electronic devices.

5.9. Domestic animals can only be accommodated for a fee paid according to the current price list. In the case that the Guest leaves their animal unattended in the room, the Guest is obliged to pin up the Do Not Disturb sign on the door so that the hotel staff will not be endangered. Domestic animals are not allowed in the restaurant.

5.10. On the Guest‘s request, the Hotel shall arrange provision of medical attention, or, as the case may be, transport to a hospital. The related costs shall be paid by the Guest.

5.11. The contractual relation between the Guest and the Hotel shall be terminated on the day of the departure by settling the hotel bill.

5.12. The Hotel is entitled to terminate and withdraw from the contract with immediate effect and without any entitlement of the Guest to a refund if: it is clear that the Guest is under the influence of alcohol or other addictive substances / the Guest intentionally or neglectfully damages the hotel property, or if the Guest‘s behaviour is in contradiction with the principles of good manners / the Guest‘s behaviour is disturbing for the other hotel guests / the Guest‘s state of health endangers the health of the other hotel guests and staff / on the grounds of Force Majeure.

5.13. If the Hotel discovers any damage to the room equipment, any undisclosed consumption from the minibar or stealing of the hotel property upon the Guest‘s departure, the Hotel is entitled to issue an additional invoice and settle the invoice subsequently by the guest‘s payment card or to send the invoice to the Guest‘s address.

5.14. The Guest is obliged to abide by the current accommodation rules of the Hotel.


6.1. Pursuant to Act No. 428/2002 Coll. on Personal Data Protection, the Customer declares that it has become acquainted with the rights and duties related to acquiring and processing personal data according to this Act. At the same time, the Customer gives to the Provider their consent to processing the personal data stated in an order for the purpose of ensuring and providing the ordered services and performing the duties imposed by the law, for a period needed for ensuring the rights and duties that follow from the business relations between the Customer and the Provider. The Customer gives their consent to acquiring and processing the particular personal data also for the purpose of the Provider‘s marketing activity, in particular, for the loyalty programme of the Hotel (Provider) for a period in the course of which the activity is being performed. Retraction of the consent is only possible upon the previous agreement of both contracting parties, or upon a written request sent by the Customer to the Provider.

In Špindlerův Mlýn, on 01.10.2022