Complaints Rules

BERNOV Zátiší s.r.o., Bernov 36, 362 21 Nejdek, IČ 06828213

Email:, phone:  +420 608500478

  1. Subject

1.1 These Complaints Rules are regulated by Act No. 89/2012 Coll., The Civil Code, as amended, and by Act No. 64/1992 Coll. on Consumer Protection, as amended, the scope, conditions and method of exercising the customer’s rights arising from the liability of RS BERNOV Zátiší based in Bernov 36, 362 21 Nejdek (hereinafter referred to as the “RS”) for defects of provided RS services accommodation and their handling (hereinafter referred to as “complaints”).

  1. Making claims

2.1. The guest has the right to exercise the rights from liability for defects of services provided by the RS, which were agreed in the accommodation contract, in person in RS, eventually in writing to the RS address or by e-mail to the above mentioned address.

2.2. The guest is obliged to make a complaint in a timely manner without undue delay so that remedy can be arranged, if possible on the place. Applying the claim on the place will enable the defect to be rectified immediately.

2.3. The guest must exercise the rights arising from the liability for defects of the provided services without undue delay, but no later than within 7 days from the date of the completed stay.

2.4. When making a claim, the customer is obliged to state his / her name, surname, address, date of the content of the claim, what method of handling the claim, duly substantiate his claim and, if possible, substantiate factually (eg photographic documentation). purchased goods, or goods whose defects claim, such as an order, invoice, confirmation of payment, etc. and sign the claim.

  1. Complaints handling

3.1. When submitting a complaint, the RS is obliged to make a record with the guest when the guest filed the complaint, what is the content of the complaint, how the complaint is handled, and the deadline for settling the complaint, or in writing.

3.2. If the guest raises a complaint, the RS is obliged to examine the complaint immediately after the necessary examination of the factual and legal circumstances, in complex cases within three working days. The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the complaint by the guest, unless a longer period is agreed with the guest. In the case of an oral complaint, the employee of the RS is obliged to write a report of the complaint with the guest. In the report, the guest shall state when the complaint was filed, the guest’s personal data, what is the content of the complaint, what method of handling the complaint the guest requires, the date and method of handling the complaint. The guest receives a copy of this document and confirms his / her consent with its content and acceptance.

  1. Guest’s cooperation in handling complaints

4.1. The guest is obliged to provide the cooperation necessary to settle the claim, in particular, to provide information. If required by the nature of the matter, the guest must allow the employees of the RS access to the space provided to him for accommodation, etc., in order to be able to verify that the complaint is justified.

  1. Method of handling complaints

5.1. In cases where the complaint is considered to be wholly or partly justified, the complaint shall consist in the removal of the defect-free of charge or, where possible, in the provision of substitute service. Otherwise, the RS shall provide a reasonable discount on the price of the faulty service.

5.2. In cases where the complaint is considered unfounded, the guest is informed in writing of the reasons for rejecting the complaint.

5.3. If circumstances arise whose origin, course and eventually the consequence does not depend on the RS’s will, activity and action, or circumstances which are on the guest’s part, by virtue of which the guest does not fully or partially use the ordered, paid and provided services, the guest is not entitled to a refund or discount.

  1. Other provisions

6.1. Otherwise, the provisions of generally binding legal regulations, in particular the Civil Code and the Consumer Protection Act, apply.

6.2. In accordance with the provisions of Section 14 of the Consumer Protection Act, the guest has the possibility to resolve any disputes arising from contracts concluded with the RS through the out-of-court settlement of consumer disputes, the Czech Trade Inspection, with its registered office at Štěpánská 567/15, Prague 2, 120 00 or at its regional offices), the Internet address

  1. Final provisions

7.1. These Complaints Rules enter into force and effect on 1.5.2019.

7.2. This complaint procedure is posted in RS BERNOV Zátiší and also on the RS website –