Cancellation of the stay must always be done as soon as possible, indicating the reservation number, the name of the customer, contact details and the date of the stay and send it in writing, or by e-mail. For determining the number of days when calculating the cancellation fee, the date and time of delivery of the written cancellation of the stay is decisive. When canceling a stay with a cancellation fee, an invoice for payment of the stay will be sent to the guest’s e-mail address and address of permanent residence by bank transfer, or funds will be withdrawn based on the data from the payment card.
In case of cancellation of the stay due to the fault of the accommodation facility, this facility is obliged to notify the customer immediately and the customer will be refunded the entire amount paid. The customer has no right to a refund for services that he did not use through his own fault.
In case of cancellation of a confirmed reservation, the following cancellation fees are charged:
1. In case of cancellation of a confirmed reservation 10 days before the first day of arrival until 3:00 p.m., Chateau GrandCastle does not apply a cancellation fee.
2. In case of cancellation of a confirmed reservation 7 days before the date of arrival until 3:00 p.m., Chateau GrandCastle has the right to charge a cancellation fee of 50% of the price of the confirmed reservation.
3. In the event of cancellation of a confirmed reservation after the date specified in point 2, Chateau GrandCastle is entitled to a cancellation fee of 100% of the price of the confirmed reservation.