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DeutschGENERAL TERMS AND CONDITIONS (GTC) for accommodation bookings made via www.imperiala.cz
1. IDENTIFICATION OF THE ACCOMMODATION PROVIDER
Accommodation provider:
Imperial Apartments s.r.o.
Registered office: nábřeží Jana Palacha 922/2, 360 01 Karlovy Vary, Czech Republic
Company ID (IČO): 179 93 610, VAT ID: CZ17993610
Commercial Register: Regional Court in Plzeň, Section C, File 43350
Contact: info@imperiala.cz, +420 733 738 277
(hereinafter the “Provider”)
2. TECHNICAL OPERATION OF THE WEBSITE AND BOOKING SYSTEM (PREVIO)
For the technical operation of the website and the online booking process the Provider uses the services of a third party:
PREVIO s.r.o.
Company ID (IČO): 259 75 234, VAT ID: CZ25975234
Commercial Register: Municipal Court in Prague, Section C, File 230379
Registered office: Kolbenova 882/3a, 190 00 Praha 9
Contact: info@previo.cz, +420 251 613 924
(hereinafter the “Technical Operator”)
The Technical Operator provides the technical solution and operation of the booking platform.
The accommodation contract is, however, always concluded between the Customer and the Provider.
All enquiries, booking changes, cancellations and complaints concerning the accommodation services are handled by the Customer directly with the Provider.
3. DEFINITIONS
Customer – a person (natural or legal) who orders accommodation.
Consumer – a natural person acting outside the scope of their business or independent professional activity.
Booking – an order for accommodation made via the website (booking form) or in another agreed manner.
Booking confirmation / voucher – the confirmation sent by the Provider (typically by e-mail), which contains in particular the dates of stay, the price, the number of persons, the cancellation terms and the scope of the agreed services.
4. CONCLUSION OF THE ACCOMMODATION CONTRACT
The accommodation contract is concluded at the moment the Provider confirms the booking (by sending the confirmation/voucher) or in another demonstrable manner.
By submitting a booking the Customer confirms that they have read these GTC and agree to them.
The Customer acknowledges that for accommodation services provided on a specific date there is no right to withdraw from the contract within 14 days without giving a reason.
5. PRICE AND SCOPE OF SERVICES
The prices of accommodation and any additional services are stated on the Provider’s website and/or in the booking confirmation (voucher).
The booking confirmation/voucher is binding as to the scope of the agreed services and the price.
Prices include VAT.
Unless stated otherwise, prices are given in CZK.
6. PAYMENT TERMS
Payment for accommodation and services can be made by bank transfer or online by payment card via a secure payment gateway (according to the information given during the payment process).
A card payment is considered made at the moment of successful authorisation of the transaction in the payment gateway.
Details of the deposit, the balance or any other payments are stated in the booking confirmation (voucher) or in the booking process on the website.
A tax document (invoice) will be issued on request or according to the details entered in the order, in accordance with the law.
7. CHECK-IN / CHECK-OUT
Check-in (arrival): from 3:00 p.m.
Check-out (departure): by 10:30 a.m. at the latest.
Specific instructions for taking over the accommodation (e.g. codes, instructions) are communicated to the Customer according to the Provider’s process, typically after the booking conditions have been met (in particular payment of the price and provision of the data required for guest registration, where required by law).
Late arrival or late departure is possible only by prior arrangement and subject to the Provider’s availability; it may be charged according to the current price list.
8. ACCOMMODATION CAPACITY AND NUMBER OF PERSONS
The capacity of a specific apartment is always stated at the time of booking (in the booking process / offer) for the selected apartment.
Maximum capacity of the apartments:
Imperial Balconies Apartment: max. 4 persons
Imperial Festival Apartment: max. 4 persons
Imperial Grande Suite: max. 6 persons
Imperial Tower Apartment: max. 6 persons
Apartment Imperial Elisabeth: max. 6 persons
The Customer is obliged to state the true and complete number of persons staying when making the booking.
Accommodation above the maximum capacity of the apartment is not possible. If a higher number of persons arrives, the Provider is entitled to refuse accommodation above the capacity or (if possible and by agreement) to offer another solution.
9. LOCAL ACCOMMODATION FEE (SPA / CITY TAX)
A local accommodation fee may be charged for the stay in accordance with the applicable law and the generally binding ordinance of the city.
The fee is currently CZK 50 per person per night, unless the relevant ordinance provides otherwise. Any exemptions or reductions are governed by the applicable regulations.
The method of payment of the fee is communicated in the booking confirmation (voucher) or in the stay instructions.
10. CANCELLATION TERMS
The cancellation terms are governed primarily by the terms stated for the specific booking in the booking process and in the booking confirmation (voucher). These terms take precedence over the general wording of these GTC.
Unless stated otherwise for the specific booking, the following applies:
- free cancellation up to 14 days before arrival,
- for cancellation less than 14 days before arrival the cancellation fee is 100 % of the booking price.
A booking can be cancelled in writing by e-mail to info@imperiala.cz (the decisive moment is the delivery of the e-mail to the Provider’s mailbox).
In exceptional and documented cases (e.g. a death in the family, hospitalisation, serious illness, natural disaster) the Provider may waive the cancellation fee in whole or in part; each case is assessed individually. The Customer is obliged to document the reasons without undue delay.
11. CHANGE OR CANCELLATION OF THE STAY BY THE PROVIDER
If the Provider cannot provide the accommodation for reasons it cannot objectively influence (e.g. force majeure, breakdown, urgent defect), it will inform the Customer without undue delay and offer:
- alternative accommodation of a comparable standard (if possible), or
- another alternative solution by agreement, or
- a refund of the price already paid (or a proportionate part of it), unless the parties agree otherwise.
This article governs the procedure for exceptional situations; the Provider is not entitled to unilaterally change the essential terms of an already confirmed booking without agreement with the Customer.
12. ACCOMMODATION RULES (HOUSE RULES)
The Customer is obliged to comply with the accommodation rules (house rules) applicable to the given property.
The accommodation rules are available in the accommodation (in the apartment). On request the Provider will also provide them in advance.
The Customer is liable for damage caused by themselves, by persons staying with them and/or by their visitors, to the extent laid down by law.
13. COMPLAINTS PROCEDURE
The Customer has the right to complain about services if they are not provided in the agreed scope or quality.
We recommend making a complaint without undue delay, ideally immediately after the defect is discovered, so that it can be remedied on site.
A complaint can be made in writing by e-mail to info@imperiala.cz (please state the booking number, a description of the problem and, where appropriate, photographs).
The Provider will handle the complaint within a reasonable period; in the case of a Consumer within 30 days at the latest, unless the parties agree otherwise.
If the result of a justified complaint is a refund and the payment was made by card, the refund will be made primarily to the same payment card with which the transaction was made (unless the rules of the payment provider prevent this).
14. AVAILABILITY OF THE BOOKING SYSTEM AND TECHNICAL OUTAGES
The Provider strives for the highest possible availability of the online booking system. The Customer acknowledges that in exceptional cases the system may be temporarily unavailable due to maintenance, updates or circumstances beyond the control of the Provider and/or the Technical Operator.
If online booking is unavailable for technical reasons, the Customer may alternatively make a booking by e-mail or by telephone using the contacts given above.
15. OUT-OF-COURT DISPUTE RESOLUTION (ADR) FOR CONSUMERS
If the Customer is a consumer and a dispute arises between them and the Provider that cannot be settled by agreement, the Consumer may file a proposal for out-of-court dispute resolution with the Czech Trade Inspection Authority (ČOI):
Česká obchodní inspekce, Ústřední inspektorát – oddělení ADR
Gorazdova 1969/24, 120 00 Praha 2, Czech Republic
Web: www.coi.gov.cz, information on ADR: www.coi.gov.cz/informace-o-adr
16. GIFT VOUCHERS
A gift voucher can be used to pay for accommodation with the Provider.
The period of validity of a gift voucher is always stated on the voucher.
17. FINAL PROVISIONS
These GTC are valid and effective from 11 October 2026 (version 1.1) and replace version 1.0 of 5 January 2026.
For a specific booking the GTC effective at the moment of the booking confirmation apply, unless agreed otherwise.
Legal relations are governed by the law of the Czech Republic.
The GTC are drawn up in Czech, German and English; in the event of any discrepancy the Czech version prevails.
If any provision of these GTC is invalid or ineffective, this does not affect the validity of the remaining provisions.
