For every service order made by the client (hereinafter referred to as the “customer”), Family Lorenz & Coffee House issues a written booking confirmation specifying in particular the scope of the ordered services. The order may be placed by telephone, e-mail, through the website, via the booking.com portal, or through another similar portal. Family Lorenz & Coffee House always requires a written confirmation from the customer (by e-mail). For group, collective, and corporate events, the person confirming the service order expressly declares that they are authorized to act on behalf of the company – the customer. Any risks related to this matter are borne by the customer.
The customer undertakes to address any complaints regarding the quality or scope of services provided by Family Lorenz & Coffee House immediately, without delay, with the responsible representative of Family Lorenz & Coffee House so that they can arrange corrective action or respond accordingly. Any later complaints not dealt with during the stay may not be accepted by Family Lorenz & Coffee House. Authorized to act on behalf of Family Lorenz & Coffee House in these matters are the operations managers or the owner. By confirming the order, the client agrees to the “General Reservation and Cancellation Terms of Family Lorenz s.r.o.”
For online reservations, payment is processed via the GoPay payment gateway.
Family Lorenz & Coffee House guarantees reservations based on payment received from the client. Unless otherwise stated, Family Lorenz & Coffee House is entitled to request full payment for the services, due before the check-in date. The amount and due date of the payment are stated on the invoice. If the payment is not received by the due date, Family Lorenz & Coffee House considers the reservation canceled without compensation.
Family Lorenz & Coffee House guarantees accommodation (check-in) on the day of arrival from 2:00 p.m. local time. Rooms are usually made available in accordance with the confirmed reservation; however, Family Lorenz & Coffee House does not guarantee the handover of a specific reserved room. Family Lorenz & Coffee House offers double and triple rooms.
Family Lorenz & Coffee House undertakes to provide services as specified in the booking confirmation, in the scope and quality corresponding to the standard and classification of Family Lorenz & Coffee House, and at the prices stated in the confirmation.
The client is obliged to make any reservation changes or cancellations by e-mail or through the online booking system, and such change or cancellation must be confirmed by Family Lorenz & Coffee House.
If the guest cancels a confirmed reservation, Family Lorenz & Coffee House is entitled to charge the following cancellation fees:
Up to 14 days before arrival: no charge
13–7 days before arrival: 50% of the total accommodation price
6–1 days before arrival or no-show: 100% of the total accommodation price
In exceptional cases, Family Lorenz & Coffee House may waive the cancellation fee or reduce it by mutual agreement. Any shortening of the stay or non-use of ordered services (where available) is not grounds for a refund of part of the paid amount.
In addition to the cancellation fee, Family Lorenz & Coffee House is entitled to charge an administrative fee of CZK 1,000 + VAT for processing each canceled confirmed reservation.
Unless otherwise stated, Family Lorenz & Coffee House requires payment for services provided no later than on the guest’s arrival date in cash. Family Lorenz & Coffee House accepts credit cards. For group and collective events, payment for ordered services is required no later than 30 days before arrival.
If the client discovers defects in accommodation or other provided services during the stay that can be remedied on site, they are obliged to report this immediately to the reception or operations manager of Family Lorenz & Coffee House so that the defects can be rectified during the stay.
If the scope or quality of services is lower or does not correspond to the confirmed booking, and the defects were not or could not be remedied on site, the client is obliged to obtain written confirmation from the operations manager that the complaint was made and not resolved. The client will then be offered a form of compensation for the defect that could not be eliminated. If the client agrees to the compensation, the complaint is considered settled.
Family Lorenz & Coffee House processes personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, the General Data Protection Regulation (GDPR), and other applicable legislation. Details regarding the processing of personal data are available on the website of Family Lorenz & Coffee House.
Valid from: 01/09/2024
Approved by: Kim Lorenz
Operator: Family Lorenz s.r.o.
Francouzská 312/100,
10100 Prague,
Company ID: 08178411
VAT ID: CZ08178411
email: pragerleben@gmail.com
phone: +420 775 667 816
address:
Francouzská 312/100
101 00 Prague
Czech republic
Company name: Family Lorenz s. r. o.
IČO: 08178411
