General Terms and Conditions
1. Operator Identification
Company name: CK HOTELS a.s.
Company ID: 29154936
VAT ID: CZ29154936
Registered office: Široká 77, Vnitřní Město, 381 01 Český Krumlov
Registered in the Commercial Register maintained by the Regional Court in České Budějovice, section B, file 2380
Place of business: Hotel Ebersbach, Široká 77, 381 01 Český Krumlov
E-mail: info@hotelebersbach.cz
Phone: +420 725 596 564
(hereinafter referred to as the "hotel")
These general terms and conditions (hereinafter the "Terms") govern the relationship between the hotel and the guest (hereinafter the "customer") when booking and using accommodation and additional services. The Terms are valid from 1 January 2025.
2. Reservations and Their Confirmation
Reservations can be made via the website form, by e-mail or by telephone. In the case of an online reservation, the customer acknowledges that by submitting the order they undertake the obligation to pay the reservation price in accordance with these Terms. The accommodation contract is concluded at the moment of written confirmation of the reservation by the hotel, which the hotel will send by e-mail to the address provided by the customer.
The hotel distinguishes between two types of reservations:
- Guaranteed reservation – a more favourable rate confirmed by the hotel. Only this type of reservation is recorded and bindingly confirmed by the hotel.
- Non-guaranteed reservation – a reservation without a guarantee. If the guest does not arrive by 18:00 local time on the day of arrival and does not cancel the reservation in advance, the hotel reserves the right to allocate the room to another guest. A non-guaranteed reservation expires upon the lapse of this deadline.
If the customer requests a non-refundable rate, this is expressly highlighted during the booking process. For non-refundable rates, a 100% cancellation fee applies regardless of the cancellation date.
3. Withdrawal from the Contract
The customer acknowledges that pursuant to Section 1837(j) of Act No. 89/2012 Coll., the Civil Code, they have no right to withdraw from the accommodation contract within the 14-day period under Section 1829(1) of the Civil Code, as this is a leisure-time contract that is performed at a specified date. Cancellation of a reservation is therefore governed exclusively by the cancellation conditions set out in these Terms.
4. Cancellation Policy – Individual Guests
In the event of cancellation, the customer is required to contact the hotel no later than 3 days before the planned arrival date by 18:00 local time.
If this deadline is met, no cancellation fee applies. If the reservation is cancelled after the specified deadline or in the case of a no-show, the hotel reserves the right to charge a cancellation fee equal to the price of the first night.
Non-refundable rates are an exception – for these, a 100% cancellation fee applies to the entire reservation regardless of the cancellation date (see section 2).
5. Cancellation Policy – Groups
A group reservation is considered to be a reservation of more than 10 rooms. Cancellation of group reservations is governed by a separate agreement concluded with the hotel's sales department.
For more information, please contact the sales department: sales@hotelebersbach.cz
6. Prices and Payment Terms
Prices are quoted including VAT. The hotel reserves the right to require a deposit or advance payment upon arrival.
Online card payments are processed via the secure Comgate payment gateway operated by Comgate Payments, a.s. The hotel accepts Visa and Mastercard payment cards. Card data is not provided to the hotel — it is entered directly on the secure pages of the Comgate gateway.
The local accommodation fee (according to the relevant municipal ordinance) is not included in the displayed price and is paid separately by the customer at reception upon arrival or departure. The current amount of the fee is available at reception and on the hotel's website.
If a reservation for which an online card payment has already been made is cancelled, the hotel will refund the relevant amount (reduced by any cancellation fee under these Terms) by non-cash transfer back to the payment instrument from which the payment originated, no later than within 14 days of the customer's cancellation notice. No right to a refund of the price paid arises for non-refundable rates as per sections 2 and 4 of these Terms.
7. Arrival and Departure
Hotel Ebersbach has its own reception in the main building at Široká 77, Český Krumlov. The reception is open daily from 07:00 to 19:00 local time; arrivals after 19:00 are only possible by prior arrangement with reception.
The standard check-in time is from 14:30 local time. The standard check-out time is by 11:00 local time. Earlier check-in or later check-out is possible by arrangement with reception and may be subject to a fee.
8. Customer Rights and Obligations
The customer is required to use the assigned room and hotel premises in a manner that does not damage hotel property or disturb other guests. In the event of a serious breach of these Terms, the hotel is entitled to terminate the customer's stay without any right to a refund of the price paid.
Smoking is permitted only in designated areas. In the event of breach of the smoking ban in non-smoking rooms, the hotel is entitled to charge a special cleaning fee according to the current price list of additional services, which is available at the hotel reception.
9. Liability for Items Brought in by Guests and for Valuables
The hotel is liable for items brought into the hotel by the customer in accordance with Section 2946 et seq. of Act No. 89/2012 Coll., the Civil Code. The hotel's statutory liability for damage to such items is limited to the amount set by law (generally up to one hundred times the price of one day's accommodation).
We recommend that customers store valuables, cash and documents in the hotel safe. If the customer does not use the safe and damage occurs due to their own negligence, compensation may be reduced or excluded. The hotel is not liable for damage caused by circumstances that could not be prevented even with all due care.
In accordance with Section 2949 of the Civil Code, the right to compensation for damage to items brought in must be asserted with the hotel without undue delay, at the latest within 15 days of the day on which the customer became aware or should have become aware of the damage; otherwise the right expires.
10. Personal Data Protection
Customers' personal data are processed in accordance with EU Regulation 2016/679 (GDPR) and applicable Czech legislation. Detailed information on the processing of personal data is available in a separate Privacy Policy document on the hotel's website.
11. Complaints
The customer is entitled to file a complaint about defects in the services provided. The hotel recommends that complaints be filed without undue delay, ideally directly during the stay at the hotel reception, so that the issue can be remedied immediately. The customer's statutory rights are not affected.
Complaints can be submitted in person at reception or in writing by e-mail to: info@hotelebersbach.cz. The hotel will issue the customer with a written confirmation stating when the complaint was filed, what its content is and what method of settlement is requested, and subsequently a written confirmation of the date and manner of handling the complaint. The hotel will handle complaints without undue delay, no later than within 30 days of receipt.
12. Out-of-Court Dispute Resolution (ADR)
If the customer is not satisfied with the handling of a complaint or with the hotel's procedure, they have the right to turn to a body for the out-of-court resolution of consumer disputes. This body is the Czech Trade Inspection Authority (ČOI), with its registered office at Štěpánská 15, 120 00 Praha 2, website: www.coi.cz.
The customer may also use the online dispute resolution platform operated by the European Commission, available at: https://ec.europa.eu/consumers/odr.
The hotel is required to participate in the out-of-court dispute resolution.
13. Final Provisions
These Terms are governed by the laws of the Czech Republic. Any disputes arising in connection with these Terms that cannot be settled amicably will be decided by the competent court in the Czech Republic.
The hotel reserves the right to amend these Terms at any time. The current version is always available on the hotel's website. Changes to the Terms do not affect reservations that have already been concluded and confirmed.