Hotel Regulations

Hotel Regulations

§1

General Provisions

1. The Regulations have been drawn up by Sante Sp. z o.o. with its registered office in Warsaw (03-301), at ul. Jagiellońska 55A, entered into the Register of Entrepreneurs of the National Court Register kept by the District Court for the Capital City of Warsaw, XIV Commercial Division under KRS number: 0000950564, NIP 5241006610, REGON 010827252, BDO number: 000091736, with share capital of PLN 1,000,000 (hereinafter referred to as “Hotel Sante”), and define the rules of the hotel’s operation and the provision of hotel services.
2. The Guest is obliged to comply with the provisions of these Regulations from the moment they begin using the Services provided by Hotel Sante. The provision of Services and the Guest’s stay in the hotel shall take place in accordance with the rules set forth in the Regulations.

§2

Definitions

1. Guest – Any natural person, only an adult with full legal capacity; a legal person; an organizational unit without legal personality, or a natural person authorized to act on behalf of a legal person or an organizational unit without legal personality, who has created a profile in their name or on behalf of such an entity using their Account previously created in the Service.
2. Services – Any service provided by Hotel Sante, including, in particular, hotel services.
3. Service – A website enabling online hotel room reservations via the booking system, i.e., www.hotelsante.pl.

§3

Type and Scope of Offered and Provided Services

1. Hotel Sante provides hotel services in accordance with the Act of August 29, 1997, on Tourist Services, which include, in particular, the rental of hotel rooms.
2. The possibility of booking a hotel room is available:
   • Online – via the booking system on the website – an interactive form provided by third parties, enabling the reservation of a hotel room in compliance with the terms of electronic service provision.
   • By phone or email.
   • In person – at the hotel reception.
3. The hotel provides services in accordance with the category and standard assigned to the hotel. Guests are requested to report any concerns about service quality to the hotel reception during their stay to allow Hotel Sante to react promptly.
4. Upon Guest request, Hotel Sante offers the following additional services:
   • Providing information related to the stay and travel;
   • Storing valuable items in a safe during the Guest’s stay in accordance with applicable Civil Code provisions;
   • Storing luggage (the hotel may refuse to store luggage outside the Guest’s stay dates or refuse items not considered personal luggage).
5. Any services not listed in the reservation conditions are subject to additional fees per the current price list.
6. Hotel Sante does not accept pets.
7. Hotel Sante accepts children over 12 years old.

§4

Hotel Day

1. A hotel room is rented per day. The hotel day begins at 2:00 PM on the day of arrival and ends at 12:00 PM on the day of departure. If the Guest does not specify the duration of their stay, it is assumed that the reservation is for one day.
2. Upon Guest request and subject to availability, Hotel Sante may:
   • Extend the hotel day for an additional fee in line with the current price list;
   • Delay Guest check-out for an additional fee of 15% of the daily rate for the room in the non-refundable offer published on www.hotelsante.pl.
3. Requests for stay extensions, hotel day extensions, or delayed check-out must be made at the reception by 10:00 AM on the original departure day. Hotel Sante will accommodate such requests based on availability.
4. If the Guest fails to vacate the room by the end of the hotel day, Hotel Sante reserves the right to pack the Guest’s belongings in the presence of at least two representatives of Hotel Sante, one of whom must be a hotel employee. The packed items will be stored in the hotel’s depository and available for collection at the reception.
5. Any request to shorten the stay must be reported to the hotel reception by 12:00 PM the day before the planned shortened stay. Otherwise, the next hotel day will be deemed commenced.
6. If the Guest does not vacate the room on the reserved departure date, Hotel Sante reserves the right to charge an additional fee per the hotel’s current price list.

§5

Hotel Rooms

1. Items left in the hotel room after the Guest’s departure or in cases where items are not collected as per §4, section 4 of the Regulations, will be sent to the address provided by the Guest, at their request and cost.
2. If the Guest does not express their intention to retrieve the items, Hotel Sante will store the items for 24 hours (for food and perishable goods) or 3 months from the day of their packing.
3. The Guest may not transfer the room to other persons without prior registration of those persons at the hotel reception. Hotel Sante has the right to charge the Guest a fee according to the current price list for failing to register such persons.
4. Unregistered persons may stay in the room only after notifying the hotel reception and only between 6:00 AM and 10:00 PM.
5. Upon check-in, the hotel has the right to request that the Guest present an identity document (passport, ID card). If the Guest refuses to present the document, the hotel reserves the right to charge a refundable deposit of PLN 400. The deposit will be refunded in full on the day of departure if the room is returned in proper condition without damage. Should damages caused by the Guest occur, these will be deducted from the deposit. If damages exceed the deposit amount, the Guest must pay the difference.
6. Upon check-in, the Guest should familiarize themselves with the room’s equipment and maintain it in an undamaged state. Any damages noticed should be immediately reported to the hotel reception.
7. If damages or malfunctions in the room are not reported to the reception promptly, the Guest may be held financially liable for the damage.
8. The Guest is responsible for any damage to hotel property caused by themselves, persons for whom they are responsible, or visitors.
9. Hotel Sante is liable for the loss or damage of items brought by the Guest within the scope defined by the relevant provisions of the Civil Code.
10. Valuables, money, and documents should be stored in the room’s safe or in the deposit at the reception.

§6

Stay

1. The Guest must pay for their stay during check-in and settle all charges for ordered or used services and goods no later than during check-out.
2. Quiet hours are observed in the hotel from 10:00 PM to 6:00 AM.
3. The behavior of Guests and individuals using hotel services should not disturb the peaceful stay of other Guests or the activities at Hotel Sante. The hotel may refuse further service to anyone violating this principle.
4. Smoking is prohibited in the hotel. Violation of this rule may result in a contractual penalty of PLN 500 per violation, as well as reimbursement for costs arising from unwarranted emergency service calls triggered by the fire alarm system.
5. The Guest must secure the room each time they leave, preventing access by third parties. Windows and doors must remain closed during the Guest’s absence.
6. For fire safety reasons, the use of appliances not included in the room’s standard equipment (e.g., heaters, electric stoves) is prohibited.
7. The Guest is responsible for retaining the hotel card, which is used to open and lock the room doors. In case of card loss, the Guest must pay a fee according to the current price list.
8. In case of a lost hotel card or malfunctioning door, the Guest must notify the hotel reception immediately.
9. Upon Guest request, hotel staff will allow access to the room only after verifying the Guest’s identity based on an appropriate document. A lost card will be deactivated, and a new card will be issued.

§7

Right of Withdrawal from a Distance Contract

1. The right to withdraw from a distance contract does not apply to agreements for accommodation services, other than for residential purposes, transport of goods, car rental, gastronomy, leisure services, entertainment, sporting or cultural events, where the contract specifies the date or period of service provision, pursuant to Article 38, paragraph 1, point 12 of the Consumer Rights Act of May 30, 2014. The right to withdraw from a distance contract does not apply to consumers as defined by the Civil Code and the Consumer Rights Act or to non-consumers.
2. The absence of the right to withdraw from a distance contract does not apply to refundable bookings if Hotel Sante has explicitly provided for this possibility in the offer on its website.

§8

Complaints

1. Complaints regarding Services may be submitted to Hotel Sante by email or traditional mail. The complaint should include the Guest’s details (name, reservation number), the subject of the complaint specifying the claim, and all circumstances justifying the complaint. Hotel Sante will respond to complaints within 14 days of submission. The Guest will be informed of the decision by email or traditional mail. Complaints should be submited to reklamacje@hotelsante.pl.
2. Consumers may use out-of-court procedures for resolving complaints and pursuing claims. Information on access to such procedures is available at the offices and websites of municipal or county consumer ombudsmen, social organizations focused on consumer protection, Provincial Inspectorates of Trade Inspection, and the Office of Competition and Consumer Protection.
3. Consumers may resolve complaints and claims through:
   • Mediation conducted by Provincial Trade Inspectorates;
   • Permanent consumer arbitration courts at Provincial Trade Inspectorates.
4. Mediation activities, in accordance with Article 36 of the Act of December 15, 2000, on Trade Inspection, are available upon submission of a request by the Consumer to the competent Provincial Trade Inspector for the amicable resolution of a dispute between the Consumer and Hotel Sante. Information on the rules and procedures of mediation conducted by the Provincial Trade Inspector is available at the offices and on the websites of the respective Provincial Trade Inspectorates.
5. Permanent consumer arbitration courts, as referred to in Article 37 of the Act of December 15, 2000, on Trade Inspection, are available upon submission of a request by the Consumer for the resolution of a dispute arising from the concluded agreement by the competent permanent consumer arbitration court. The organization and operation rules of such courts are specified by the relevant legal act.
6. Consumers may also seek assistance from municipal (county) consumer ombudsmen or social organizations whose statutory tasks include consumer protection (e.g., Federation of Consumers, Polish Consumers Association). These entities may intervene on behalf of the Consumer with Hotel Sante. The Federation of Consumers provides free advice via its consumer hotline.
7. According to EU Regulation No. 524/2013 on online consumer dispute resolution, Consumers are entitled to resolve disputes with traders offering online contracts for goods or services through out-of-court mechanisms using the EU’s online platform. Complaints may be submitted via a form available at: http://ec.europa.eu/consumers/odr/.
8. Hotel Sante notes that the above procedure may not be available for Consumers in certain EU Member States due to applicable local laws.
9. The provisions of this section are for informational purposes only and do not constitute Hotel Sante’s consent to participate in out-of-court complaint resolution or dispute resolution (arbitration).
10. If a complaint filed by a Consumer does not resolve the dispute, Hotel Sante will inform the Consumer, in its response to the complaint, whether it agrees to participate in an out-of-court dispute resolution or does not agree to such participation. Lack of such information automatically signifies Hotel Sante’s consent to participate in the out-of-court resolution. If consent is given, Hotel Sante must promptly inform the Consumer of the entity authorized to resolve such disputes.

§9

Provisions Concerning Entrepreneurs

1. This section of the Regulations applies solely to Guests who are not Consumers.
2. Hotel Sante reserves the right to withdraw from a contract concluded with a Guest within 14 calendar days from the date of its conclusion.
3. Withdrawal from the contract in such a case does not require justification and does not entitle the Guest to any claims against Hotel Sante.
4. Hotel Sante reserves the right to limit available payment methods, including requiring partial or full prepayment regardless of the payment method chosen by the Guest or the conclusion of the Agreement.
5. Pursuant to Article 558 § 1 of the Civil Code, the Seller’s liability under the warranty is excluded in relation to the Guest.
6. Hotel Sante may terminate the agreement with immediate effect and without justification by delivering an appropriate statement to the Guest.
7. Hotel Sante will not be liable to the Guest for any damages (damnum emergens) or lost profits (lucrum cessans), including claims for compensation. The total liability of Hotel Sante arising from the agreement is limited, both for individual claims and cumulative claims, to the amount of remuneration received from the Guest.
8. Any disputes arising between Hotel Sante and a Guest who is not a Consumer shall be subject to the jurisdiction of the court competent for the seat of Hotel Sante.

§10

Final Provisions

1. In matters not regulated by these Regulations, the provisions of the General Data Protection Regulation (EU Regulation 2016/679 of April 27, 2016), the Consumer Rights Act of May 30, 2014, the Act of August 29, 1997, on hotel and tourist services, and the Civil Code shall apply.
2. The rules and conditions for processing personal data are available in the Privacy Policy at: https://hotelsante.pl/en/privacy-policy/.
3. Hotel Sante reserves the right to amend the Regulations for valid reasons, such as changes in legal provisions, payment methods, or product characteristics, as long as these changes affect the implementation of the provisions of these Regulations.
4. For continuous contracts concluded based on these Regulations, the amended regulations will bind the Guest if the requirements set out in Articles 384 and 384[1] of the Civil Code are met. This means that the Guest must be properly informed of the changes and has not terminated the contract within 14 calendar days from the notification date.
5. These Regulations are effective as of December 31, 2024.