GENERAL SERVICE PROVISION TERMS OF THE HOTEL “VANAGUPE” These General Hotel Service Provision Terms (hereafter called the Terms) define the order and terms of services provided by the Ltd. ,ESKOM’ ,Vanagupe’ hotel (hereafter called the Hotel) located at 31 Vanagupe Street, Palanga.
1. The services provided by the Hotel Under these Terms the ,Hotel Service Provision’ refers to the Guest accommodation and catering services,lease of the Hotel premises for organising conferences and/or other events.
2. The order of making and confirmation of a reservation
2.1 Service reservations shall be sent to the Hotel by fax or e-mail.
2.2 Individual Guests in their service reservation shall indicate the number of arriving guests, their names, surnames, the category (kind) of a requested room or rented premices, arrival and departure dates as well the mode of payment for the services;
2.3 If the Hotel has got a ‘Hotel Service Provision agreement’ or any other individual Agreement with a physical or legal person, such person shall indicate the code of the ‘Hotel Service Provision Agreement’ or any other individual agreement while presenting the reservation.
2.4 If the person defined in Cause 2.3 of these Terms, do not indicate the information required by the clause, the Hotel is not liable to provide the services at the terms and costs indicated in the ,Hotel Service Provision Agreement’ or any other individual agreement;
2.5 Having received the reservation of the hotel services by fax, e-mail or at the Reservation Office, the Hotel shall present complete information to the Guest on the Hotel services requested to be reserved (prepayment invoice), indicating the advanced payment for the reserved Hotel services and the due date of the prepayment;
2.6 On receipt of the prepayment for the reserved Hotel services, the Hotel shall confirm the reservation of the Hotel services by fax, e-mail or at the Reservation Office and give a confirmation number to every reservation. (The confirmation number , which is given to the guest who has reserved the Hotel services, is a number confirming the reservation of the Hotel services). The reservation with an assigned confirmation number is considered as a guaranteed reservation. In exceptional cases defined by the Hotel, partially paid reservations can be regarded as guaranteed. The reservation of Hotel services can be guaranteed by a credit card, prepayment or an agreement with the Hotel.
2.7 A non-guaranteed reservation is a reservation of the Hotel services without an assigned confirmation number. Non-guaranteed reservations of the Hotel services are considered as such since the moment when the guest makes a reservation in any way stated in the Terms till 2 p.m. of the day indicated in the prepayment invoice for the advanced payment. On the expiration of this period the Hotel is entitled to cancel/cancels the Guest’s non-guaranteed reservation.
3. Contracts for Hotel services
3.1 A contract for hotel services is considered concluded since the guest makes a prepayment for the reserved Hotel services indicated by the Hotel and/or the Hotel confirms the reservation by assigning it a confirmation number;
3.2 Any prior verbal agreement between parties comes into force only after a written confirmation;
3.3 Conclusion of the contract for the Hotel services cancels all previous agreements on the terms and order of the Hotel services and obliges the Parties to comply with the contract;
3.4 In the event of invalidation of one of the clauses of the ,Hotel Service Provision Contract’, other clauses of the said contract shall be in force.
4. Order of reservation cancelling and penalties
4.1 For accommodation and catering services to individual Guests:
4.1.1 The individual guest/guests can cancel the guaranteed accommodation and catering contract without a penalty at the latest in 7 days prior to the Guest’s arrival indicated in the reservation; in this case the deposit paid according to the advance payment invoice for the reservation of the Hotel services is repaid to the Guest;
4.2 The procedures of group (10 or more rooms) accommodation and catering reservation cancelling:
4.2.1 If the Hotel is informed about the cancellation of the Group accommodation and/or catering service reservation in 30 ( for 10-30 room reservation), 60 (for 31-50 room reservation) and 90 (for 51-98 room reservation) calendar days prior to the arrival day indicated in the Hotel service reservation, the Hotel does not require any penalty fee;
4.2.2 If the notice of the cancellation of the Group accommodation and catering service reservation is received:
126.96.36.199 later than in 30 (for 10-30 room reservation), 60 (for 31-50 room reservation) and 90 (for 51-98 room reservation) calendar days prior to the arrival day indicated in the Hotel service reservation – the penalty fee is 25% of the total accommodation and/or catering price stated in the Hotel service reservation;
188.8.131.52 later than in 14 (for 10-30 room reservation), 60 (for 31-50 room reservation) and 90 ( for 51-98 room reservation) calendar days prior to the arrival day indicated in the Hotel service reservation – the penalty fee is 50% of the total accommodation and/or catering price stated in the Hotel service reservation;
184.108.40.206 later than in 24 hour prior to the Group arrival or in case the Group fails to arrive on to the arrival day indicated in the Hotel service reseration- the penalty fee is 100% of the total accommodation and/or catering price stated in the Hotel service reservation.
4.3 For the lease of the premises for organising conferences or other events: 4.3.1 The reservation of the conference hall/or other Conference Centre premises can be cancelled penalty fee free not less than 7 (seven) days prior to the service order day, indicated in the Hotel service provision reservation;
4.3.2 If the reservation is cancelled later than the date indicated in the clause
4.3.1 of the Terms, the penalty fee paid to the Hotel is as follows: 220.127.116.11 50% of the total sum indicated in the confirmation of the Hotel service provision reservation if the reservation is cancelled less than 7 (seven) days but not less than 3 (three) calendar days before the service order day, indicated in the Hotel service provision reservation;
18.104.22.168 100% of the total sum indicated in the confirmation of the Hotel service provision reservation if the reservation is cancelled less than 3 (three) days before the event starting day, indicated in the Hotel service provision reservation, or if the Guest/ Guests fail to arrive on the arrival day;
4.4 The penalties intended in Clauses 4.2 and 4.3 of the Terms are only applied in cases when the changes in reserved Hotel provided services make up more than 20% of the sum, indicated in the reservation of the Hotel services, and such changes are made in less than 24 hours prior to the day when the Hotel provided services are due.
4.5 The Hotel is entitled to cancel the confirmed Guest accommodation and/or catering provision reservation in not less than 14 (fourteen) calendar days prior to the ordered fulfilment day without any penalty incurred;
4.6 If the Hotel cancels the confirmed Guest accommodation and/ or catering provision reservation in less than 14 (fourteen) calendar days prior to the ordered fulfilment day, it is obliged: -to accommodate the Guests in another hotel of similar or better conditions at a price not higher than stated in the Hotel service reservation; -to transfer the to be accommodated Guests to another hotel at the Hotel expenses if the Guests do not have their own transport, -to provide the Guest one free phone call (of not more than 2 min. duration) if requested;
4.7 In case there is the ‘ Hotel Service Provision Contract’ or other individual agreements, the negotiated Hotel service cancelling order and terms are valid.
5. Responsibility and protection of the items
5.1 The order of the protection of the Guest’s items at the Hotel is regulated by Clause 6.865 of the Civil Code of the Republic of Lithuania
5.2 The Hotel Guests are liable for compensation for the damage to the Hotel incurred by the Guest or their guests invited to the Hotel;
5.3 The Guest/ Guests are responsible for their own safety while using the services of the Hotel “Fitness Centre” and have to obey the rules of the “VanaGym” Fitness Centre.
5.4 Children under 12 (twelve) years are not allowed to use the gear and training equipment of the Hotel ,Business Centre’ and the ,Fitness Centre’, children from 12 to 16 years old can use the gear and equipment only under the surveillance of the parents or accompanying adults; parents or accompanying adults are responsible for the behaviour of the 12-16 year-old children at the Hotel ,Business Centre’ and the, Fitness Centre’;
5.5 If the Hotel Guest breaches the undertaken obligations and/or uses the accommodation, catering services or conference premises not in a way agreed with the Hotel, the hotel is liable to unilaterally terminate the contract for the provision of the Hotel services without a prior notice and require to pay 100% of the due sum for the all services indicated on the confirmed reservation.
6. Force majeure
6.1 The liabilities of the Parties for breach of the obligations under the Hotel service provision contract due to force majeure are regulated by Clause 6.212 of the Civil Code of the Republic of Lithuania.
7. Arrival and departure
7.1 The Hotel Guests can arrive at the Hotel since 15.00 hours on the day indicated in the reservation.
7.2 The Guests receive electronic key/keys of the room/ rooms after chek-in at the Reservation Office.
7.3 On the departure day the Hotel Guests have to check out up to 12.00 hours.
7.4 If the Guest requests to depart after 12.00 hours he/she has to inform the Hotel Rservation Office so that it could possibly prolong the validity of the electronic key of the Guest’s room.
7.5 If the Guest departs later than 12.00 hours he/she has to inform the Hotel Reservation Office orally so that it would prolong the validity of the electronic key of the Guest’s room.
7.6 If the Guest departs not later than till 18.00 p.m., he/she shall pay 50% of the agreed one day accommodation service price; if the Guest departs after 18.00p.m. he/she shall pay 100% of agreed one day accommodation service price;
7.7 In case there is the ‘Hotel Service Provision Contract’ or any other individual agreement, the negotiated arrival and departure order and terms are valid.
7.8 If the number of Guests accommodated in the room is more than it is indicated in the confirmation of the Hotel reservation all extra Guests are extra charged according to the agreement between the Parties.
8. Prices and Payments
8.1 The Hotel prices (with VAT) and the payment order and terms are determined in the Hotel Service Provision Contract, individual agreements abd offers, the Hotel Service Provision Contract, individual agreements and offers, the Hotel webpagewww.vanagupe.lt and other official Hotel promotion and information issues;
8.2 The Hotel services can be paid in cash, by credit card or a bank transfer;
8.3 If not agreed otherwise, the Hotel services shall be fully paid after the provision of servoces. In case there is the ‘Hotel Service Provision Contract’ or any other individual agreement, the negotiated order and terms of Payment for the Hotel services are valid;
8.4 If the number of Guests accommodated in the room is more than it is indicated in the confirmation of the Hotel reservation all extra Guests are extra charged according to the agreement between the Parties.
8.4.1 The reserved, confirmed and prepaid services which were not used by the Guests shall not be compensated. Gift cards cannot be returned, it is not refunded or exchanged and has to be used until the expiry date indicated on the gift card.
8.5 The amounts of deposits and deposit payment terms and order are indicated in the Hotel Service Provision Contract, individual agreements and offers and are presented in the deposit payment invoices issued by the Hotel;
8.6 The Hotel service price stated in the confirmation of the Hotel Service Provision Reservation can be changed only by a written agreement between the parties.
8.7 The Hotel Service price can be changed without a prior written notice only in cases when the change of the state tax rate or the tax payment order is changed according to the Law, the Government resolutions or other legislation acts.
9. Other terms
9.1 The Hotel is obliged to keep the Guest’s items found or behind for the period of 3 months after the Guest’s departure and shall not use the kept items during the whole storage period;
9.2 At the Guest’s requested the Guest’s items stored at the Hotel can be posted or otherwise delivered to him/her, if the Guest agrees to pay for the postal or other costs incurred to the Hotel by the item storage;
9.3 The Hotel Guests should properly use the Hotel items and equipement and immediately inform the Hotel about the noticed breakdown of the objects and refund the losses have they occurred due to the Guest’s fault;
9.4 During an organised event at the Hotel it is strictly forbidden to use catering services provided by other persons or enterprises, or drink alcohol brought by themselves or received during the event
9.5 Breach of the terms defined in Clause 9.4 violates Part 1 of Clause 6.38 and Part 1 of Clause 6.200 of the Civil Code of the Republic of Lithuania and Part 2 of Clause 6 of the ‘Rules of Retail Trade in Alcoholic Beverages at Trading and Public Catering Enterproses’; therefore the Hotel is not responsible for the consequences incurred by default of the contractual obligations of the event participants during or after the event organised at the Hotel;
9.6 All items in the rooms and other premises of the Hotel are the Hotel property, therefore, the Guests cannot take them while leaving the Hotel, except the single use hygiene means;
9.7 From 24.00 till 6.00 the Guests are requested not to make noise at the Hotel or Hotel premises, i.e. not to play loud music and play musical instruments, sing and dance loudly, whistle or or otherwise misbehave). If the Guest/ Guests does not comply with this prohibition and thus disturb the peace and other Hotel Guests or the staff he/ she shall be liable for the actions in compliance with the Law.
9.8 If the Hotel Guest/Guests intends to bring a pet to the Hotel, he/ they have to arrange this in advance and inform the Hotel while placing the order. The Hotels charges an additional fee for every pet brought by the Guest; the master of the pet is responsible for the pet staying at the Hotel and is liable for all the damage to the Hotel made by the pet.
9.9 Smart casual or evening dress code is required at the Hotel restaurant. If the Guests fails to comply with this requirement he/she may be not alloved to the restaurant;
9.10 The Hotel Guest having ordered a beauty treatment procedure/ procedures at the SPA Centre may withdraw the ordered procedure without any penalty fee in not less than 3 (three) hours before the procedure is due. In case the materials for the procedure are to be prepared in advance, the order can be cancelled without any penalty fee in not less than 12 (twelve) hours before the procedure is due. If the Guest delays to cancel the beauty procedure, he/ she has to pay 60 (sixty) precent of the price of the service.
9.11 The Hotel Guest having reserved the tennis court with the couching services, may withdraw the reservation without any penalty fee in not less than 3(three) hours before the service is due. If the Guest delays to cancel the tennis court reservation with couching services, he/she has to fully compensate the couching fee according to the Hotel price list for the complete tennis court reservation time;
9.12 Any disputes between the Hotel and the Guests shall be settled by negotiation;
9.13 If the dispute could not be solved by negotiation, it is settled in accordance with the Law of the Republic of Lithuania according to the Hotel location. The 30th article of the Paragraph 11 of the Civil Code of the Republic of Lithuania declares that claims related to the consumer contracts may also be made on the basis of the Guest’s place of residence.
9.14 The application / complaint regarding the services purchased on the Hotel website can be submitted to the State Consumer Rights Protection Authority (Vilniaus str. 25, 01402 Vilnius, e-mail email@example.com, phone +370 5 2626751, website www.vvtat.lt), as well as to the territorial departments of the State Consumer Rights Protection Authority or fill out an application form on the EGS platform http://ec.europa.eu/odr/.
9.15 All the information which has become known to the Hotel or the Guest during the communication is confidential and cannot be passed or otherwise revealed to Third Party without a prior written consent of the Parties, except for the cases when it is required by the Law of the Republic of Lithuania and other legal regulations..
9.16 The Hotel Guest by entering his/ her personal information and data in the , Hotel Guest’s Registration Card’ agrees and allows the Hotel to collect, use and handle the information and data for commercial and promotional purposes (hotel room reservation, checking-in of the Guests, prevention of financial losses, protection against insolvent customers, direct marketing) and for the management of the Hotel internal statistics. The Hotel Guest shall have the right to object to the Hotel handling his/her personal information and data by expressing his/her objection in the ,Hotel Guest’s Registration Card’. The objection to the Hotel handling the presented Guest’s personal information and data shall not have any legal effect and shall not be the basis to refuse to provide the Hotel services to the Guest. The Hotel takes precautions to ensure the safety of the collection, transfer, management and keeping of Guest’s/ Guests’ personal information and data, however it assumes no liability for incorrect or inaccurate information and data provided by the Hotel Guest/Guests and the consequences of usage of such information and data or direct or indirect harm caused to the quest by such information. During the Check-in to the Hotel, the Guest fills out a ,Hotel Guest’s Registration Card’ and indicates his/her name, surname, address, the name and number of a personal identity document, arrival and departure dates, payment mode and other data needed to the establishment and signs. During the Check-in the Hotel may require the Guest to present a personal identification document: – To make sure the Guest seeking to get the Hotel services has presented the correct and complete personal information and data in the , Hotel Guest’s Registration card’ and to ensure the correctness of the presented information and data; -To check the identity of the holder of the payment means, the validity and legality of the payment and other related transactions. The Hotel collects, handles and keeps the data and information presented by the Guest in compliance with the Law of Personal Data Protection of the Republic of Lithuania and other legal acts, regulating the order of the personal data collection, management and keeping.