Complaints and Alternative Dispute Resolution

This document describes how to file a complaint regarding accommodation services provided by Business system s. r. o. (full identification details are on the Contact page) and how to proceed if you are not satisfied with the way it is handled.

1. Where and how to file a complaint

Please report any service deficiency during your stay if possible, so that we can remedy it immediately:

• by telephone at +421 903 788 711,
• by email at business.system.sro@gmail.com,
• in writing to Business system s. r. o., Bystrická 27, 841 07 Bratislava – Devínska Nová Ves city district.

In your notification, please provide the reservation number, the apartment and the dates of stay, a description of the deficiency, the requested method of remedy, and if possible a photograph or other evidence.

2. Deadlines and complaint handling procedure

Receipt of the complaint will be confirmed without undue delay. The complaint will be handled as soon as possible, typically immediately during your stay, and in more complex cases no later than 30 days from the date of filing. You will be informed of the method of remedy on a durable medium (by email).

3. Methods of remedy

Depending on the nature of the deficiency, we will provide:

• free elimination of the deficiency,
• provision of comparable alternative accommodation,
• appropriate price reduction, or
• refund of the price for the part of the service not provided.

Your statutory rights to damages remain unaffected. An approved refund will be made using the same payment method, unless agreed otherwise, typically within 14 days.

4. Alternative dispute resolution (ADR)

If you are not satisfied with the method of complaint handling or if we have not responded to your request for remedy within 30 days, you have the right as a consumer to file a request for alternative dispute resolution in accordance with Act No. 391/2015 Coll.

The competent body is in particular the Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Consumer Dispute Resolution, Bajkalská 21/A, P.O. Box 29, 827 99 Bratislava 27 — www.soi.sk. A request may also be filed with another body registered in the list of ADR bodies maintained by the Ministry of Economy of the Slovak Republic. Filing a request is typically free of charge.

The European Commission's Online Dispute Resolution (ODR) platform is no longer available — it stopped accepting new submissions on 20 March 2025 and ceased operations on 20 July 2025.

The right to bring an action before the competent court of the Slovak Republic remains unaffected.

5. Supervisory authority

Supervision of compliance with obligations towards the consumer is exercised by the Slovak Trade Inspection, SOI Inspectorate for the Bratislava Region, Bajkalská 21/A, 827 99 Bratislava.