REGULATIONS FOR ONLINE BOOKING OF ACCOMMODATION SERVICES
(hereinafter referred to as the “Regulations”)

1. PRELIMINARY PROVISIONS

1.1 These Regulations define the type, scope, conditions, and principles of making, canceling, modifying, and settling reservations for hotel services via the online booking platform on the website www.family-holiday.pl.

1.2 The Regulations apply to reservations made online on the website www.family-holiday.pl by users referred to as “Guests.”

1.3 The entity providing the accommodation services is Family Holiday Sp—z o.o., with its registered office in Świnoujście, ul. Krzywa 14A, 72-600 Świnoujście, entered into the Register of Entrepreneurs of the National Court Register under number 0001010454, REGON: 524016952, NIP: 8551605565, with a share capital of PLN 1.3 million.

1.4 A reservation covers the rental of accommodation units at the Family Holiday SPA & Resort in Dziwnówek, hereinafter referred to as the “Resort.”Available accommodation options are listed on the Resort’s website in the section www.family-holiday.pl/noclegi.

1.5 Making a reservation via the online system constitutes full acceptance of the provisions of these Regulations. The Guest agrees to comply with them when using the services offered by the Resort.

1.6 The Regulations are available on the Resort’s website in the section www.family-holiday.pl/regulamin. All inquiries may be directed to the email address biuro@family-holiday.pl or by phone at +48 600 100 204.

2. DEFINITIONS

The terms used in these Regulations shall have the following meanings:

2.1 Guest – any individual staying at the Resort based on registration, using accommodation services at the Resort, including the person making the reservation, being a natural person;

2.2 Service Provider/ Resort – Family Holiday Sp. z o.o., the owner of the Family Holiday SPA & Resort. The Resort, operated by the Service Provider, is a complex of rental facilities and accompanying infrastructure.

2.3 Price List – a schedule of current rates for rental and additional services, available on the website and at the Resort, which also specifies all charges imposed pursuant to the provisions hereof. The Price List governs the pricing of accommodations, products, services, and additional charges. All prices referenced in these Regulations are gross prices.

2.4 Cost of Stay – the total amount payable by the Guest for staying at the Resort, including: accommodation price (cost of accommodation for selected nights), utilities fee (in the case of cottages), local tax, and the cost of any additional services ordered by the Guest in connection with the reservation. Irrespective of the stay cost, the Guest is obliged to pay a deposit.

2.5 Deposit – an amount specified in the Price List, intended to secure the Service Provider’s claims, including for any damages caused;

2.6 Advance Payment – a specified percentage of the total price, constituting confirmation of the reservation;

2.7 Cottage – a facility located within the Resort, most of which have access to a private garden and allow for the registration of between 2 and 8 persons (depending on the season and cottage type);

2.8 Room and Apartment – facilities located in the main brick building of the Resort, allowing for the registration of between 2 and 6 persons (depending on room type);

2.9 Reservation Agreement – a distance agreement between the Guest and the Service Provider for the provision of accommodation services, concluded under an organized system without the simultaneous physical presence of both parties, using means of distance communication up to and including the moment of contract conclusion;

2.10 Preliminary Reservation – a reservation not yet confirmed by an advance payment;

2.11 Confirmed Reservation – a reservation confirmed by the Guest’s payment of the advance;

2.12 Force Majeure – an external event beyond the control of the parties, preventing the execution of the agreement;

2.13 Payment Operator – an entity operating a system enabling electronic payments.

3. TECHNICAL REQUIREMENTS

3.1 Making a reservation via the booking system requires the Guest to meet the following conditions:
✔️ possessing a device enabling access to the Internet, such as a computer, tablet, or smartphone;
✔️ensuring a stable Internet connection that guarantees the proper operation of the booking platform and uninterrupted data transmission;
✔️having an active email account used to receive booking confirmations and to communicate with the Resort regarding reservations.

3.2 The booking system is compatible with current versions of commonly used web browsers.

3.3 Any technical issues related to the operation of the booking platform should be reported directly to the Resort via email at biuro@family-holiday.pl or by phone at +48 600 100 204.

4. GENERAL TERMS OF BOOKING

4.1 A reservation is considered valid once the Resort sends an email to the Guest confirming the booking. If the confirmation email is not received, the Guest should contact the Resort to clarify the situation or check their SPAM folder.

4.2 To make a reservation, the Guest must:
✔️ read and accept the Regulations;
✔️ provide true personal and contact details;
✔️ consent to the processing of personal data for the purpose of handling the reservation;
✔️ Properly complete the booking form.

4.3 The booking process includes the following steps:
✔️ selecting the date of stay, number of adults and children, including their ages;
✔️ entering the required contact details (first name, last name, email address, phone number);
✔️ confirming familiarity with and acceptance of the Regulations;
✔️ receiving confirmation of the reservation by email;
✔️ making the advance payment on the same business day as the reservation is made.
✔️ Once the payment is completed, the reservation status becomes "confirmed reservation."

5. PAYMENTS

5.1 Payments related to the reservation may be made via traditional bank transfer or through online payment systems operated by Paynow (mBank).

5.2 The bank account number and payment amount will be provided in the booking confirmation message.

5.3 Failure to make the advance payment within the required time frame will result in the cancellation of the reservation.

6. CHANGES AND CANCELLATION OF RESERVATION

6.1 Reservation changes may be made by contacting the Resort via email or phone.

6.2 Requests for changes to the reservation are considered up to 21 days before the planned arrival date.

6.3 The inability to change a reservation does not automatically result in its cancellation.

6.4 In the event of cancellation, the conditions for refunding the deposit are in accordance with the facility's cancellation policy and regulations. Information on cancellation conditions is also sent via email.

6.5 In exceptional cases (e.g., force majeure), the Service Provider may refund the advance payment or offer an alternative stay date.

7. LIABILITY OF THE SERVICE PROVIDER AND THE GUEST

7.1 The Resort and the booking engine provider are not liable for:
✔️ interruptions in access to the booking system due to technical failures of independent systems;
✔️ interruptions in the reservation process where the Guest did not complete the process. In such cases, the reservation form must be filled out again.
✔️ incorrect data entered by the Guest during the booking process;
✔️ damages or lost benefits resulting from third-party actions beyond the control of the Resort;
✔️ damages or lost benefits resulting from force majeure, including natural disasters, infrastructure failures, or other events beyond the Resort’s control;
✔️ The execution of payments through the Online Payment System, which remains the responsibility of the respective payment service providers.

7.2 The Guest is obliged to use the system in accordance with applicable law and rules for Internet usage.

7.3 The Guest bears full responsibility for any damages caused on the premises of the Resort, both to the Service Provider’s property and that of other Guests.

7.4 In the event of violation of the Resort’s regulations, the Service Provider reserves the right to refuse further provision of services without the obligation to refund the cost of stay.

7.5 Early departure before the booked check-out date does not affect the total price and is treated as a charge in accordance with the booking terms. The Guest is obliged to settle all additional fees in accordance with the current Price List.

8. COMPLAINTS

8.1 Complaints regarding reservations and the stay must be submitted in writing or via email to the following address: biuro@family-holiday.pl.

8.2 The complaint must include the Guest’s full name, correspondence address, email address provided during the booking, reservation number, and a detailed description of the issue forming the basis of the complaint.

8.3 The Resort will review the complaint within 14 business days and inform the Guest of its decision in the same manner in which the complaint was submitted (either in writing or via email).

9. PERSONAL DATA AND PRIVACY

The rules for the processing of personal data and the terms of privacy protection are defined in the Privacy Policy available on the Resort’s website.

10. RIGHTS AND OBLIGATIONS OF THE GUEST AND THE RESORT

10.1 The Guest undertakes to:
✔️ comply with the Resort Rules and all other policies and guidelines applicable at the Resort, including those arising from legal regulations or issued by relevant authorities or services;
✔️make timely payments of all amounts due in connection with the reservation and the stay at the Resort;
✔️provide true and up-to-date personal data, to which they are lawfully entitled and authorized to use.

10.2 The Guest undertakes to refrain from any actions that:
✔️violate generally applicable legal provisions;
✔️are contrary to principles of social coexistence and good manners;
✔️may compromise the safety, comfort, or privacy of other Guests or the Resort’s staff.

10.3 The Resort undertakes to:
✔️ provide services in accordance with the terms of the reservation and the provisions outlined in these Regulations;
✔️ ensure adequate standards of safety and quality of services provided;
✔️ safeguard the Guest’s personal data in compliance with applicable legal regulations.

11. STAY AT THE RESORT

11.1 The terms and conditions of the stay at the Resort are outlined in the Resort Rules, available on the website: http://www.family-holiday.pl/regulamin

11.2 The booking conditions are sent via email together with the booking confirmation.

12. FINAL PROVISIONS

12.1 The Resort reserves the right to amend these Regulations. Any changes shall take effect upon publication on the booking platform.

12.2 For reservations made before the implementation of such changes, the version of the Regulations accepted by the Guest at the time of booking shall remain applicable.

12.3 If actions violating the law or the provisions of these Regulations are observed, the person noticing such actions is obliged to inform the Resort immediately. Notifications may be submitted in writing, by phone, or via email using the contact details provided on the Resort’s website.

12.4 In matters not regulated herein, the provisions of Polish law shall apply.

12.5 These Regulations are effective as of the date of publication on the website of Family Holiday SPA & Resort and shall apply to all reservations made after March 17, 2025.