Complaints Procedure

Article 1 – Basic provisions

The provision of services is governed by Part VIII of Act No. 40/1964 Coll., the Civil Code, as amended, and the regulations issued for its implementation.

Article 2 – The client's right to complain

If a client is provided with services of a lower quality or lower scope at the Rentiva Apartments apartments than was agreed in advance, or than is customary, the client has the right to file a complaint.

Article 3 – Filing a complaint

If the client identifies reasons and facts that may be the subject of a complaint, they are required to file the complaint immediately, without undue delay, with the provider. To ensure the complaint is handled quickly, the client should, when filing it, submit documents evidencing the provision of the service (e.g. a copy of the order, an invoice), if such a document is available. If the nature of the service being complained about requires it, the client must also present the item whose defect they are complaining about. After a careful review, the provider is required to decide how to handle the complaint immediately, or within 3 days in more complex cases. Handling the complaint may not take longer than 30 calendar days.

Article 4 – Remediable defects in accommodation services

With respect to accommodation services, the client has the right to the free, proper and timely removal of defects, i.e. the replacement or supplementing of minor furnishings, to the extent set out in Decree of the Ministry of Economy of the Slovak Republic No. 125/1995 Coll.

Article 5 – Irremediable defects in accommodation services

If it is not possible to remedy defects of a technical nature in the apartment (e.g. a fault in the heating system, insufficient hot water supply, etc.) and the provider cannot offer the client alternative accommodation, and the apartment is nevertheless rented to the client despite these defects, the client has the right to:

• a reasonable discount on the price according to the current price list,
• cancellation of the confirmed order or contract before the overnight stay and a refund.

If, as a result of a unilateral decision by the provider, a significant change occurs in the accommodation compared to what was confirmed, and the client does not agree to the alternative accommodation, the client likewise has the right to cancel the confirmed order or contract before the overnight stay and receive a refund.

Article 6 – Cooperation in handling a complaint

The client is required to personally take part in the handling of the complaint and to provide objective information relating to the service provided. If the nature of the matter requires it, the client must allow the provider access to the space rented to them for temporary accommodation, so that the validity of the complaint can be verified.

Article 7 – Final provisions

This complaints procedure takes effect on 1 July 2026.

Under Act No. 250/2007 Coll. on consumer protection, a seller must inform the consumer, before concluding the contract or before the consumer submits an order, in a clear and comprehensible manner, of the option to turn to an alternative dispute resolution body in the cases set out in Act No. 391/2015 Coll. on alternative resolution of consumer disputes.

The seller also has the obligation, under Act No. 102/2014 Coll. on consumer protection in the sale of goods or provision of services under a contract concluded at a distance or a contract concluded away from the seller's business premises, to clearly and comprehensibly inform consumers about the option and conditions for resolving a dispute through the alternative dispute resolution system. The seller must also state on its website a link to the alternative dispute resolution platform through which a consumer may submit a request to initiate alternative dispute resolution: Online Dispute Resolution (ODR) platform

A list of alternative dispute resolution bodies can be found on the website of the Ministry of Economy of the Slovak Republic: Ministry of Economy of the Slovak Republic

This complaints procedure is valid and effective from 1 July 2026.