Consumer InformationIn accordance with Act No. 634/1992 Coll., on Consumer Protection, we are required to inform our guests of the following:
A. Alternative Dispute Resolution
Guests who are consumers have the right to submit a proposal for the out-of-court settlement of consumer disputes to the designated Alternative Dispute Resolution (ADR) body:
Czech Trade Inspection Authority (ČOI)
Central Inspectorate – ADR Department
Štěpánská 15
120 00 Prague 2
Czech Republic
E-mail: adr@coi.cz
Website: https://adr.coi.cz
The Czech Trade Inspection Authority is the supervisory body responsible for consumer protection under Act No. 64/1986 Coll., as amended, and other applicable legislation. Further information is available at www.coi.cz.
B. Right of Withdrawal
Pursuant to Section 1837(j) of Act No. 89/2012 Coll., the Czech Civil Code, guests are not entitled to withdraw from an accommodation contract if the accommodation provider performs the agreed services within the specified period.
1. Reservations & Cancellation Policy
A. Flexible Reservations
Flexible reservations must be guaranteed with a valid credit card. The cardholder must be one of the arriving guests. Otherwise, a Credit Card Authorization Form must be requested from the Reservations Department (rezervace@arteviniresort.cz), completed, signed, and returned together with copies of both sides of the payment card. The credit card provided as a guarantee may be pre-authorized for an amount up to the total reservation value to verify the validity of the card and ensure sufficient funds are available. A pre-authorization is not a final payment and will be released according to the issuing bank’s policies. Please contact your card issuer for more information regarding pre-authorizations.Reservations may be cancelled at least 72 hours before the scheduled arrival time (2:00 PM local time in Prague on the day of arrival).If a reservation is cancelled after this deadline or in the event of a no-show (the guest neither cancels the reservation nor arrives by midnight on the day of arrival without informing the hotel of a late arrival), the hotel reserves the right to charge the cost of the first night’s accommodation as a cancellation fee.Please note that the accommodation provider’s contact details can also be found in your booking confirmation email.
B. Non-Refundable ReservationsReservations booked under the Non-Refundable Rate require a 100% prepayment, which will be charged to the guest’s credit card on the day the reservation is made.In the event of cancellation, modification, or no-show, the full reservation amount will be retained as a cancellation fee. No refunds will be granted under any circumstances.By confirming a Non-Refundable reservation, the guest acknowledges that there is no legal entitlement to reimbursement, including in cases of changed travel plans or force majeure.Important Notice:
All invoices are issued in Czech Koruna (CZK) using the Czech National Bank exchange rate valid on the payment date.
2. Accommodation Terms & House RulesCheck-in & Check-out
Check-in is available from 2:00 PM on the day of arrival. Check-out is by 11:00 AM on the day of departure.Late check-out is subject to availability, must be approved by the hotel in advance, and may incur an additional charge.
Payment Card Verification
Upon arrival, guests are required to present the physical payment card used to make the online reservation.The same card must be used to settle the accommodation charges and the local accommodation tax upon check-in.If the card cannot be presented, the hotel reserves the right to cancel the reservation without compensation.
Identification Requirements
A valid government-issued photo ID is required for all guests, regardless of age.Accepted identification includes:National ID cardPassportGuests under the age of 18 may only stay when accompanied by a parent or legal guardian.If a guest arrives without the required identification, the hotel reserves the right to refuse accommodation to all members of the reservation. In such cases, the reservation remains non-refundable.If a child cannot be properly identified, the accommodation provider is legally obliged to notify the Police of the Czech Republic.Guests travelling with a minor must provide documentation proving their relationship to the child. This may include a birth certificate, guardianship documents, or other official documentation.If the accompanying adult is neither the parent nor legal guardian, official documentation authorising care of the child during the stay must be presented.If the required documentation is not provided, the hotel reserves the right to cancel the accommodation for all guests and/or notify the relevant authorities. In such cases, the reservation remains fully non-refundable.Thank you for your understanding and cooperation.
Smoking Policy
All indoor areas of ARTEVINI Resort & Winery are strictly non-smoking.Smoking is permitted only in designated outdoor areas.Smoking inside guest rooms or other indoor areas will result in a EUR 250 cleaning fee to cover specialised cleaning costs.
Damages
Guests are responsible for any damage caused to the room or hotel property during their stay and agree to cover the costs of repair, replacement, or additional cleaning.Any damage discovered upon arrival must be reported to Reception immediately. Damage reported later may not be accepted as pre-existing.
Additional Charges
Guests are responsible for settling all charges incurred during their stay unless otherwise specified in their reservation.By signing the registration form, guests authorise ARTEVINI Resort & Winery to pre-authorise their payment card for incidental expenses incurred during their stay and not settled upon departure (including minibar consumption, damages, additional services, etc.).
Accommodation Agreement
ARTEVINI Resort & Winery provides guests with temporary accommodation in a hotel room or accommodation unit.The assigned room or unit number is stated on the registration card.The accommodation price and all applicable conditions are specified in the reservation confirmation.
Quiet Hours
Quiet hours are observed daily between 10:00 PM and 6:00 AM.Guests are kindly requested to respect the comfort of others by avoiding excessive noise, including loud televisions, music, conversations in rooms or corridors, or any other disruptive behaviour.Serious violations of the quiet hours policy may result in:a fine of up to EUR 300, and/orintervention by the Police of the Czech Republic where necessary.
Pets
Dogs and other pets are welcome only in designated pet-friendly rooms.
3. Privacy Policy
ARTEVINI Resort & Winery, operated by Expandia Hotels s.r.o., processes personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (General Data Protection Regulation – GDPR).
Personal Data We ProcessLegal Obligations
To comply with applicable legal requirements, ARTEVINI Resort & Winery processes the following personal data provided by the guest:Full nameDate of birthPassport or travel document numberVisa details (where applicable)NationalityPermanent addressThis processing is carried out in accordance with Czech legislation, including Act No. 326/1999 Coll., as amended, and Act No. 314/2015 Coll.
Reservation Processing
For the purpose of managing reservations, ARTEVINI Resort & Winery processes:Email addressTelephone numberSpecial requests and preferences provided by the guest.
Payment Processing
For payment purposes, ARTEVINI Resort & Winery processes the guest’s payment information necessary to complete the transaction.
How We Process Your Data
Personal data is processed both manually and electronically by authorised employees of ARTEVINI Resort & Winery and by carefully selected third-party data processors acting under data processing agreements.Personal data may be shared with:Banks and payment service providers for payment processingInsurance companies in the event of damage claimsPublic authorities where required by law.
Data Retention Periods
Your personal data is retained only for as long as necessary:
Legal obligations - 6 calendar years, Reservation Management - 2 calendar years, Payment processing - 2 calendar years
Your Rights
Under the GDPR, you have the right to:
- Access your personal data
- Request correction of inaccurate data
- Request deletion of your personal data where applicable
- Request restriction of processing
- Object to processing where legally permitted
- Receive your personal data in a structured, commonly used, machine-readable format and transmit it to another controller where technically feasible
This right to data portability does not apply to data processed solely in paper form. Requests regarding personal data must be submitted exclusively by email to:info@arteviniresort.czRequests may be submitted in either Czech or English.
CCTV Monitoring
Public areas of ARTEVINI Resort & Winery are monitored by CCTV cameras for the purposes of security and property protection.All recordings are processed in accordance with applicable European legislation and our Privacy Policy.
Complaints
If you believe your personal data has been processed unlawfully, you have the right to lodge a complaint with the competent supervisory authority. In the Czech Republic, this authority is :Office for Personal Data Protection (ÚOOÚ) www.uoou.cz
Contact
For any questions regarding personal data processing, please contact:
ARTEVINI Resort & Winery
info@arteviniresort.cz
We wish you a pleasant stay.
