COMPLAINTS POLICY of the accommodation facility Beňovský Apartments
Operator: LUNYS, s.r.o., Hlavná 4512/96, 059 51 Poprad – Matejovce city district
IČO: 36 472 549, DIČ: 2020019518, IČ DPH: SK2020019518
This complaints policy is issued in accordance with Act No. 40/1964 Coll. Civil Code, as amended, Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, Act No. 391/2015 Coll. on alternative resolution of consumer disputes and on amendments and supplements to some
This complaint procedure applies to accommodation services ordered and purchased by the client from the operator via the website www.benovskyapartments.com
a) identification data of the facility operator
Name and address of the establishment: BEŇOVSKÝ APARTMENTS, Sobotské Námestie 1743/36, 058 01 Poprad – Spišská Sobota district
Trade name of the operator: LUNYS, s.r.o.
registered office of the operator: Hlavná 4512/96, 059 51 Poprad – Matejovce district
IČO: 36 472 549
DIČ: 2020019518
DPH: SK2020019518
Operations manager: Nikola Kaňuk
Telephone contact: +421 907 711 622
E-mail: info@benovskyapartments.com
Business manager: Nikola Kaňuková
Telephone contact: +421 918 570 570
E-mail: info@benovskyapartments.com
b) type and method of providing services
Type of services provided:
Tourism accommodation within the meaning of Regulation (EU) No. 692/2011 of the European Parliament and of the Council of 6 July 2011 and within the meaning of Decree No. 259/2008 Coll.
Method of providing services:
Services are provided in the form of short-term rental of individual apartments for domestic and foreign tourism guests all year round
Facility capacity: 38 beds
Apartment No. 101 - VISION: 4 beds
Apartment No. 102 - MOONLIGHT: 4 beds
Apartment No. 103 - ROMANCE: 4 beds
Apartment No. 104 - SUNLIGHT: 4 beds
Apartment No. 105 - HARMONY: 4 beds
Apartment No. 106 - FANTASY: 4 beds
Apartment No. 203 - PRESTIGE: 4 beds
Apartment No. 204 - LIBERTY: 4 beds
Apartment No. 300 - ROYAL: 6 beds
Method of catering in the facility:
Without own catering -> On the ground floor in the Beňovský Bistro
Additional services for clients:
Parking - free
Extra bed - free
Breakfast in the Beňovský Bistro
Airport transfer
Vehicle rental
Food purchase
A complaint is understood as the client's claim of responsibility for defects in accommodation services to the operator.
The handling of complaints is subject to the valid Complaints Procedure published on the operator's website. By sending an online reservation to the operator, the client confirms that he has read the Complaints Procedure and fully agrees with it and at the same time confirms that he has been duly informed about the conditions and method of making a complaint about short-term accommodation and accommodation services, including information on where a complaint can be made.
If the client is provided with accommodation services of lower quality or lower scope than agreed or as is usual, the client has the right to make a complaint. The client is obliged to file a complaint immediately after the defect occurs, on site with the operator or a person authorized by him according to the valid complaint procedure, otherwise this right expires. The client is obliged to send a complaint about the goods or service to the operator at the following e-mail address: info@benovskyapartments.com
The operator or a person authorized by him will issue the client with a Receipt of the complaint in a suitable form chosen by the operator, e.g. in the form of an e-mail or in paper form, in which he is obliged to precisely indicate the reasons for the complaint stated by the client and to inform him of his rights, which arise from the provisions of Act No. 108/2024 Coll. on Consumer Protection and, accordingly, from the provisions of Act No. 40/1964 Coll. Civil Code.
The operator will handle the complaint as soon as possible, preferably immediately, in more complex cases within 3 days from the start of the complaint procedure. However, the processing of the complaint may not take longer than 30 days. If the processing of the complaint takes longer than 30 days, the client has the same rights as if it were a defect that cannot be removed.
The operator will notify the client of the result of the processing of the complaint within the statutory period, in writing (by e-mail or post).
The operator will process the complaint and terminate the complaint procedure in one of the ways determined by it:
immediately by carrying out the necessary repair/modification in the apartment, if in this way it is possible to eliminate the reason for the complaint,
by paying an appropriate discount on the accommodation price,
by justifying the rejection of the complaint.
If the client is not satisfied with the way in which the operator processed his complaint or if he believes that the operator has violated his rights, he has the option of contacting the operator with a request for redress. If the operator responds negatively to the request for redress or does not respond to it within 30 days from the date of its delivery to the client, he has the right to submit a proposal to initiate alternative dispute resolution in accordance with the provisions of Section 12 of Act No. 391/2015 Coll. on alternative dispute resolution for consumers and on amendments and supplements to certain acts. The competent entity for alternative dispute resolution with the operator is the Slovak Trade Inspection, www.soi.sk, https://www.soi.sk/sk/Alternativavne-riesenie-spotrebitelskych-sporov.soi. The client has the right to choose which of the listed alternative dispute resolution entities to contact. When submitting a submission via the online platform, the client shall fill in the electronic complaint form. The information submitted must be sufficient to determine the competent alternative dispute resolution entity online. The client may attach documents to support his complaint.