1. General provisions
These Terms and Conditions govern bookings and the provision of accommodation and related services by KARLIN HOUSE s.r.o. The company is registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 448908.
2. Booking and conclusion of the contract
Guests may book through the booking system on this website, by telephone or by e-mail. Before submitting a booking, the guest can see the selected room, dates, number of guests, final price and the terms of the specific offer. The accommodation contract is concluded when the operator confirms the booking.
The guest is responsible for the accuracy of the information provided and must read the conditions of the selected rate before confirming the booking.
3. Delivery and payment
Current prices are displayed in the booking system. The price and currency binding for a specific booking are always shown before it is submitted; online payments are normally processed in EUR. The booking summary states the included services, taxes and any additional charges.
Payment can be made using the methods offered by the booking system, in particular by payment card or online bank transfer. For card payments, the guest follows the secure Comgate gateway, enters the card details and may confirm the payment using 3D Secure. For an online bank transfer, the guest selects a bank and follows the gateway instructions, such as continuing to online banking or using payment details or a QR code.
Comgate payments
Online payments are processed by the Comgate payment gateway. Provider: Comgate a.s., Gočárova třída 1754/48b, Hradec Králové, Czech Republic. Payment enquiries and complaints: podpora@comgate.cz, +420 228 224 267.
4. Delivery terms and provision of accommodation
The booking confirmation is delivered electronically to the e-mail address supplied by the guest. The accommodation service is provided by making the booked room available on the confirmed dates and to the confirmed extent at the hotel premises. No physical goods are delivered and no shipping fee is charged.
Guests must comply with the hotel’s operating and safety rules, protect its equipment and avoid disturbing other guests. Children are welcome. Pets are not permitted.
5. Changes and cancellation
Cancellation conditions and any non-refundable payment are governed by the rate selected at the time of booking. The binding wording is displayed before the booking is submitted and subsequently in the booking confirmation. Requests for changes or cancellation may be made by e-mail or telephone.
If the selected cancellation conditions entitle the guest to a refund, the operator will issue it without undue delay, usually via the same payment method. If the operator cancels a confirmed stay without offering an acceptable alternative, the amount paid will be refunded.
6. Complaints
The guest should report any defect in the accommodation without undue delay, ideally during the stay, so that it can be remedied. Complaints may be submitted by e-mail, telephone or at the hotel premises. Guests should provide the booking number, a description of the defect and the requested remedy. Complaints will be resolved as soon as possible and no later than 30 days unless the parties agree otherwise.
7. Consumer withdrawal
For accommodation booked for specific dates, consumers do not have a statutory right to withdraw without giving a reason within 14 days. Cancellation is therefore governed by the cancellation conditions of the selected rate.
8. Privacy policy
The controller of personal data is KARLIN HOUSE s.r.o., Company ID 29584981, with registered office at Na staré cestě 18/8, Krč, 140 00 Prague 4, Czech Republic. Data is processed to the extent necessary to handle bookings, perform the contract, maintain statutory records, protect the operator’s rights and communicate with guests. Necessary data may be shared with the Better Hotel booking-system provider, the Comgate payment gateway, accounting and IT suppliers or public authorities where required by law.
Data is retained for the duration of the contract and subsequently for the period required by law. Data subjects may request access, rectification, erasure or restriction of processing, object to processing or lodge a complaint with the Czech Office for Personal Data Protection. Requests may be sent to info@karlinhouse.cz.
9. Alternative dispute resolution
The Czech Trade Inspection Authority, Štěpánská 44, 110 00 Prague 1, Czech Republic, is competent for the out-of-court resolution of consumer disputes. Further information is available at coi.gov.cz.
10. Final provisions
Legal relations are governed by the laws of the Czech Republic. Any different arrangements stated in the booking confirmation take precedence over these Terms and Conditions. These Terms and Conditions are effective from 15 August 2026.