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:
4.2.2.1 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;
4.2.2.2 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;
4.2.2.3 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:
4.3.2.1 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;
4.3.2.2 100% 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 must inform the Hotel in advance, while placing the order. The Hotels charges an additional fee for every pet brought by the Guest; the pet’s owner is responsible for the pet staying at the Hotel and is liable for any damage to the Hotel or any third party made by the pet. The pet’s owner must follow the “Rules of accommodation with pets at the Hotel Vanagupe” (a copy of these rules is provided during check-in). A failure to follow the rules results in a penalty.
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 service@vvtat.lt, 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.
