Hotel Regulations

HOTEL REGULATIONS

The Milo Hotel is a three-star accommodation facility. The aim of the Milo Hotel is to provide Guests with a comfortable and safe stay. The regulations specify the rules for using the services and facility of the Hotel as well as the responsibilities of Guests. By booking a stay at our Hotel, you have made a commitment to obey the regulations.

 1

Subject of the Regulations

1. The regulations are an integral part of the agreement, which is concluded, among other means, by making a reservation and/or signing the registration card and/or paying a deposit or the entire stay cost at the Milo Hotel. By taking the above-mentioned actions, the Guest confirms that they have read the content of the regulations and accept their provisions. The conclusion of an agreement on terms different from those specified in the regulations excludes the application of the regulations only to the extent governed differently in this agreement.
2. The operator of the Milo Hotel is TRES-D Sp. z o.o., located in Gdańsk, at 211 Juliusza Słowackiego Street, registered in the National Court Register under number: 0000955163, TIN: 5842815538, National Business Registry Number: 521501724 (hereinafter referred to as the ‘Hotel’).
3. Payments are processed by “Polskie ePłatności” limited liability company (formerly “Paylane” sp. z o.o.), with its registered office in Rzeszów, address: Al. Tadeusza Rejtana 20B, 35-310 Rzeszów, Poland, entered into the National Court Register (KRS) under number 0000227278, Tax Identification Number (NIP): 5862141089, and National Business Registry Number (REGON): 220010531.
4. The Regulations apply to all individuals staying on the premises of the Milo Hotel.
5. The Regulations define the rules for providing services, the scope of responsibilities for Guests and the Hotel and the rules for staying on the premises.
6. The Regulations are available at the main reception and in the hotel room information folder.
7. The fees for services provided at The Milo Hotel or by the Hotel are specified in the Price List for services and charges, which is available at the Hotel reception.

2

Hotel Night

1. Hotel rooms are rented for hotel nights.
2. If the Guest does not specify the duration of their stay when renting a room, it is assumed that the room has been rented for one night.
3. The hotel stay period starts at 2:00 p.m. on the day of arrival and ends at 12:00 p.m. the following day.
4. In the case of early arrival, the Guest can use the common areas, such as the hotel lobby and lounge area while waiting for room availability or leave their luggage under the supervision of the reception.
5. If a hotel Guest wishes to extend their stay beyond the period indicated at the time of booking or on the day of arrival, they should inform the hotel reception no later than 9:00 a.m. on the day when the room rental period expires. Subject to room availability and operational capacity, the hotel will take into consideration any requests for extending the stay.
6. Late check-out will result in an additional fee which is half of the value of the started day of the stay. Charging this fee does not exempt the Guest from the obligation to check out and vacate the room before the next guest arrives.
7. The room cannot be transferred or shared with third parties, even if the paid rental period has not expired.

3

Hotel Services

1. The Hotel provides services in accordance with its category, standard, and the information contained in the hotel room information folder.
2. Upon the guest’s request, the hotel provides the following services free of charge:
3. Providing information related to the stay and travel.
4. Wake-up calls at the specified time.
5. Free access to the safe at the hotel reception for the secure storage of valuables.
6. Luggage storage of a size and quantity suitable for the hotel’s capabilities, at the discretion of the reception; the hotel may refuse to accept luggage on dates other than the guest’s stay or for items that do not qualify as personal luggage.
7. Making reservations at another hotel.
8. Providing tourist information.
9. Complimentary Wi-Fi access in the hotel rooms.

4

Reservation and Registration

1. Reservations can be made through the Hotel’s website, booking portals, by phone (tel. no.: +48 505 340 341), by email (rezerwacje@hotelmilo.pl), or in person at reception.
2. During the reservation process, the Guest will be informed of the payment conditions and cancellation policies. Making a reservation is synonymous with accepting its terms.
3. The reservation is valid upon receipt of confirmation and compliance with the payment conditions assigned to the specific reservation.
4. The Hotel has the right, during the reservation process but no later than during registration, to pre-authorize the credit card or collect a cash deposit equal to the amount of the stay charges. The hotel reserves the right to collect the total value of the reservation costs (if payment has not been settled before arrival) at the time of check-in, as well as additional services ordered by the Guest at the time of placing the order.
5. A reservation becomes guaranteed after the payment of the deposit specified in the reservation confirmation within the specified time.
6. In the event of a Guest’s cancellation during the hotel day, the hotel does not refund the fee for the started day.
7. The basis for registering the Guest is presenting a photo ID to the reception staff and signing the registration card. The Hotel informs that Guest identity documents are not photocopied or scanned.
8. The Hotel reserves the right to refuse registration to a Guest who refuses to present a photo ID.
9. The Hotel may refuse to admit a Guest who has blatantly violated the hotel regulations during a previous stay.
10. The Hotel may refuse to admit a Guest under the influence of alcohol, drugs, displaying verbal or physical aggression.
11. The Hotel reserves the right to change the prices of services or special offers at any time; however, the prices established for confirmed reservations will not change.

5

Guest Responsibilities

1. Guests and individuals using the Hotel’s services should not disturb the peace of other Guests during their stay. If this rule is violated, the Hotel may refuse further services to the respective individual.
2. On the hotel premises, individuals who do not have full legal capacity should be under the constant supervision of their legal guardians. Legal guardians are responsible for the individuals under their care, including responsibility for any damage caused by these individuals, particularly to equipment and/or facilities.
3. The Guest, individuals accompanying the Guest, or individuals present on the hotel premises with the Guest’s consent bear full responsibility for any damage or destruction of the Hotel’s equipment and technical facilities caused by their fault. In case of such incidents, the Guest, individuals accompanying the Guest, or individuals present on the hotel premises with the Guest’s consent are required to pay a contractual penalty to the Hotel for the damage (regardless of the extent of the damage) to the equipment and/or technical facilities as specified in the Price List available at the hotel reception. The Hotel reserves the right to seek compensation exceeding the contractual penalty. If a specific item of equipment is not listed in the Price List, the Guest is obligated to pay the Hotel an amount corresponding to the extent of the damage.
4. Any damage occurring within the Hotel should be reported to the hotel reception immediately.
5. The Hotel has the right to charge the Guest’s credit card for any damages incurred, including additional fees or contractual penalties as specified in the Price List, even after their departure. The same principle applies in the event of the Guest’s unwarranted activation of the fire alarm or failure to comply with the no-smoking policy.
6. The Hotel has the legal right of retention on items brought by the Guest to the Hotel in case of delayed payment for the stay and services rendered.
7. Quiet hours are observed from 10:00 p.m. to 7:00 a.m.
8. Each time the Guest leaves the room, they should ensure the door is properly closed. The reception provides a duplicate magnetic card for room access based on the stay card and ID.
9. In the event of a lost or misplaced magnetic card allowing room access, the Guest must report this immediately to the reception. The Hotel reserves the right to charge a fee for each lost or unreturned magnetic card as specified in Attachment 1 to the Regulations.

6

Hotel Liability

1. The Hotel is liable for the loss or damage of items brought by individuals using its services within the scope defined by the provisions of the Civil Code.
2. The Guest should promptly notify the reception of any damage, no later than 24 hours after its occurrence.
3. The Hotel is responsible for the loss or damage of money, securities, valuables or items of scientific or artistic value solely if these items are handed over and accepted for safekeeping in the hotel’s safe at reception.
4. The Hotel reserves the right to refuse to accept items of significant value, large sums of money exceeding the safe’s storage capacity, or other items that, due to their value or nature, cannot be deposited in the hotel safe.
5. The Hotel is not responsible for damage or loss of the Guest’s, Guest’s companions’ or individuals staying on the hotel premises with the Guest’s consent, vehicle or other mode of transportation, items left within, and live animals, whether these vehicles are parked in the underground hotel parking or in the front hotel parking.
6. The Hotel is not responsible for any disruptions in the supply of electricity, water access, or other public services resulting from causes beyond the control of the hotel, including events of force majeure.
7. In the event of technical failures at the hotel, the hotel takes all possible actions to rectify the fault as soon as possible. However, the Hotel is not liable for any losses incurred by Guests due to these failures, including any lost profits or benefits.
8. In unforeseen circumstances that may affect the course of a Guest’s stay, the Hotel will take all possible steps to minimize inconveniences.
9. The Hotel is not liable for the non-performance of services or damage resulting from events of force majeure.

7

Room

1. For fire safety reasons, the use of non-permanent room equipment is prohibited. This does not apply to chargers and power adapters for electronic devices.
2. Guests are prohibited from taking outside the hotel’s premises any items that are part of the Hotel’s equipment.
3. Unregistered individuals may visit the hotel room as guests between 8:00 a.m. and 10:00 p.m.
4. If there are unregistered guests in the room after 10:00 p.m., it implies that the registered Guest in the room agrees to pay for the accommodation of these individuals. The cost for accommodating each person will be based on the current rates available at the reception.

8

Items Left and Deposit

1. Items left in the Hotel will be sent at the Guest’s expense to the address specified by the Guest, if it is possible to determine the owner of the left item and the Guest’s contact information.
2. In the absence of instructions, the Hotel will store left items for 3 months, after which they will be donated to charitable purposes or for public use. Perishable food items and opened cosmetics will be promptly discarded.
3. The service of storing items of special value or significance in the hotel safe is available to hotel Guests free of charge.
4. The Guest is required to report items of special value or significance to the hotel reception for secure storage in the hotel safe.
5. The reception staff will prepare a document confirming the acceptance and storage of the specified items in the hotel safe. The document includes the Guest’s name, room number, date, time, and a description of the stored items.
6. The Guest signs the document confirming the storage of items in the safe. A copy of the document is provided to the Guest.
7. To retrieve stored items from the safe, the Guest must visit the hotel reception with a copy of the document confirming the storage of items in the safe. After verifying the Guest’s identity, the reception staff will provide the Guest with the items and receive a written confirmation of the handover.
8. In the event of the Guest not collecting the items from the safe, the procedure specified in paragraphs 1 and 2 of this section will be followed.

9

Complaints & Refunds

1. The Hotel provides services in accordance with its standard and applicable laws. If the Guest has any concerns regarding the quality of the services provided, they are kindly requested to report them without delay, preferably during their stay, which will allow the Hotel to take corrective action.
2. A complaint should be submitted promptly after any irregularities are noticed, but no later than 14 days from the end of the stay.
3. Complaints may be submitted:
   1. in writing at the hotel reception,
   2. electronically via the Hotel’s email address,
   3. by post to the Hotel’s registered address.
4. The complaint should include information enabling identification of the reservation (Guest’s name, dates of stay, reservation number), a description of the concerns raised, and the expected resolution.
5. The Hotel will review the complaint without undue delay, no later than 14 days from the date of receipt. In matters requiring additional clarification, this period may be extended, of which the Guest will be informed.
6. If the complaint is accepted, the Hotel may propose:
   1. rectification of deficiencies during the stay,
   2. a reduction in the price of the service,
   3. other forms of compensation appropriate to the situation.
7. Refunds are issued only in cases provided for in the reservation terms or under applicable law.
8. In the case of reservations with flexible cancellation terms, the Guest has the right to cancel the reservation free of charge within the period specified in the offer or booking confirmation. In such cases:
   1. any prepayments will be refunded in full,
   2. the refund will be made using the same payment method used for the original transaction, unless otherwise agreed.
9. In the case of non-refundable reservations, cancellation or shortening of the stay does not entitle the Guest to a refund, unless otherwise required by law.
10. In the event of early departure or failure to use part of the reserved stay for reasons attributable to the Guest, the Hotel is not obliged to refund payment for unused services, unless the reservation terms state otherwise.
11. Any disputes arising from complaints shall be resolved in accordance with Polish law.
12. Complaints should be submitted without undue delay after the irregularities are noticed.
13. All written complaints are accepted by the hotel reception.
14. The complaint will be reviewed promptly upon receipt by the Hotel, and in the case of disputes, it will be handled in accordance with generally applicable laws.

10

Pets in the Hotel

1. Pets are not allowed in the Hotel.

11

Additional Provisions

1. In selected areas of the hotel, monitoring is conducted to ensure safety and order, as well as to protect individuals and property.
2. Smoking is strictly prohibited throughout the entire hotel premises, except in designated smoking areas. This prohibition also applies to electronic cigarettes.
3. In the event of hotel staff discovering smoking by a Guest in the room, the Guest is obliged to pay an additional fee covering room cleaning and ventilation, additional laundry, and cleaning of room equipment, as specified in Attachment No. 1 to this Regulation. Payment of the additional fee does not exempt the hotel’s right to seek full compensation for the violation of the smoking ban mentioned in point 1 above.
4. The Hotel does not allow the storage of dangerous cargoes, weapons, ammunition, flammable materials, explosives, or illuminating materials.
5. Due to fire safety, the use of candles, heaters, and other devices not constituting room equipment is prohibited in hotel rooms.
6. The Hotel does not provide foreign currency exchange services.
7. The Hotel does not store Guests’ food for sanitary and epidemiological reasons.
8. Solicitation and street vending are strictly prohibited on hotel premises.