Regulations
Lake Hill Resort & Spa
§1 Subject of the Regulations
The Regulations define the scope of services provided, responsibilities, and rules for staying on the premises of the Hotel and constitute an integral part of the agreement, which is concluded by signing the registration card as well as by performing conclusive (procedural) actions, in particular by making a reservation and/or paying a deposit or the full amount for the stay at the Hotel. By performing the actions mentioned in the previous sentence, the Guest confirms that they have read and accept the terms of the Regulations.
The Regulations apply to all persons staying on the premises of
LAKE HILL RESORT & SPA
ul. Tyrolska 2G, 58-564 Sosnówka
The Regulations are available for review at the Hotel reception and on the website.
The Guest's point of contact is the Hotel Reception.
§2
Check-in and Check-out time
The hotel room is rented for hotel days.
The hotel day lasts from 4:00 PM to 11:00 AM the next day.
If a Guest wishes to extend their stay beyond the period specified on the day of arrival, they must notify the reception no later than 8:00 PM on the day before the scheduled check-out. The hotel will consider the request for an extension based on room availability.
The hotel reserves the right to refuse an extension of the Guest’s stay if full payment for the previous stay has not been made or if the Guest has failed to comply with the hotel regulations.
§3
Reservation & Check-in
The basis for the Guest's check-in is the presentation of a valid photo ID at the Reception and the obligation to complete and sign the registration card. If the Guest refuses to present an identification document in a manner that allows check-in, the receptionist has the right to deny access to the room key/card.
The hotel Guest may not transfer the room to other persons, even if the period for which they have paid has not yet expired.
Visitors who are not hotel guests may stay in the hotel room as guests from 6:00 AM to 10:00 PM. Due to the current epidemiological situation in the country, hosting non-hotel guests in the Resort is not permitted.
The hotel may refuse to accommodate a Guest who has grossly violated the Regulations during a previous stay, particularly by causing damage to hotel or Guest property, harm to other Guests, hotel staff, or other persons staying in the hotel. The hotel reserves the right to collect a cash deposit or block funds on a debit/credit card in the amount of the total stay cost plus an additional 100 PLN per day for extra services.
If the Guest decides to shorten their stay after checking in, the hotel is not obligated to refund the fee for the remaining hotel day(s).
§ 4
Services and Additional Services
The hotel provides services in accordance with its category and standards.
If the Guest has any concerns regarding the quality of services, they are requested to report them to the Hotel Reception immediately, allowing the staff to respond and improve the standard of services provided.
The Hotel is committed to ensuring:
- Conditions for complete relaxation;
- Safety during the stay, including confidentiality of Guest information;
- Professional and courteous service in all areas of the Hotel’s operations;
- Disinfection of rooms and common areas;
- Cleaning of the Hotel and necessary repairs of equipment during the Guest’s absence, or in their presence only upon request;
- Proper technical service, and in case of any issues that cannot be resolved immediately, the Hotel will make every effort to offer a room change or mitigate any inconvenience.
Additionally, upon request, the Hotel provides the following services:
- Providing information regarding the stay and travel;
- Wake-up calls at a specified time;
- Luggage storage – the Hotel may refuse to accept luggage for storage outside the Guest’s stay dates or items that do not qualify as personal baggage;
- Room cleaning during the stay, including linen and towel changes, vacuuming, and disinfection;
- Housekeeping service is available once per day upon request, in accordance with the instructions available in the room, between 9:00 AM and 7:00 PM (not available on the check-in day);
- Taxi booking.
§ 5
Guest Responsibility
Children under the age of 16 must be under the constant supervision of their legal guardians while on the Hotel premises. Legal guardians are financially responsible for any damages to furnishings and technical equipment caused by the children’s actions.
The hotel guest bears full financial responsibility for any damage or destruction of hotel furnishings and technical equipment resulting from their actions, the actions of their visitors, or the visitors of those guests. The Hotel reserves the right to charge the Guest’s credit card for any damages incurred after their departure. The Hotel also reserves the right to assess damage costs individually, based on the necessary repair work.
In case of a violation of the Hotel’s Regulations, the Hotel may refuse to provide services to the person responsible. Such a person is required to immediately comply with the Hotel’s requests, settle any charges for damages, and leave the Hotel premises.
For safety reasons, each time a Guest leaves the room, they should turn off the TV, switch off the lights, close the water taps, and ensure the door is securely locked.
The Guest assumes responsibility for the issued room key card, which also serves as confirmation for additional services billed at the reception, including those from the Lake Hill Resort & SPA Restaurant and the Lobby Bar. In case of loss or damage to the key card, a fee of 100 PLN will be charged.
If a Guest unjustifiably triggers the manual fire alarm (ROP) located in the hotel corridor, a penalty of 3,000 PLN will be imposed.
Accessing the wellness area outside of operating hours is strictly prohibited. Failure to comply with this rule will result in a fine of 2,000 PLN.
§6
Hotel Responsibility
The Hotel is responsible for the loss of items brought onto its premises by Guests using its services, within the scope defined by the provisions of the Civil Code.
The Guest must notify the Reception of any damage immediately after discovering it.
The Hotel is not responsible for any damage to or loss of a Guest's car or other vehicle, including items left inside or live animals, regardless of whether the vehicle was parked in the hotel parking lot or any other area on the Hotel premises.
§7
Return of Left Items
Personal items left behind by a departing Guest in the hotel room will be sent to the address provided by the Guest, at their expense. If no such instructions are received, the Hotel will store these items for a period of 40 days, after which they will become the property of the Hotel.
The Hotel is not responsible for food left in the room and is not obligated to store it after the Guest's departure.
§8
Quiet Hours
The Hotel enforces quiet hours from 10:00 PM to 6:00 AM the following day.
§9
Child Policy
- Children aged 0–4 years stay at the hotel free of charge.
- Extra bed for children aged 4 to 12 years – according to the price list.
- Extra bed for persons over 12 years old – according to the price list.
- Baby cot – free of charge.
- Requests for a baby cot should be made at the time of booking. The number of baby cots is limited.
§10
Pet Policy
The hotel accepts pets in accordance with the current price list and a separate set of regulations available at the hotel Reception for guests with pets.
Key information:
The Guest should notify the hotel of their intention to bring a pet at the time of booking.
The hotel does not accept dog breeds considered aggressive. A list of aggressive dog breeds based on the Regulation of the Minister of Internal Affairs and Administration dated April 28, 2003 includes: Pit Bull Terrier, Mallorcan Mastiff, American Bulldog, Argentine Mastiff, Canary Mastiff, Tosa Inu, Rottweiler, Akbash Dog, Anatolian Karabash, Moscow Watchdog, and Caucasian Shepherd.
Only healthy pets with a health booklet, current vaccinations, and proof of deworming will be accepted. The Hotel Reception may require the health booklet upon arrival, and if vaccinations are not up to date, the hotel has the right to refuse the pet from staying in the hotel or on the premises for the safety of other Guests.
The pet owner must provide appropriate equipment for the pet, such as leash, collar, muzzle, bed, litter box, food and water bowls, litter, and waste bags. The hotel provides food and water bowls, though they are limited in number.
It is not allowed to use hotel towels and bedding for pets. The hotel does not allow pets on beds or sofas, nor the animal to relieve itself within the room or other hotel areas.
The pet owner is responsible for the costs of repairs or cleaning if the pet soils the room’s interior (including carpets, mattresses, or other furnishings). The cost will be assessed by the Hotel Management.
Pets are allowed only in designated areas, where they should be kept on a leash, and animals that could pose a threat to the environment should also wear a muzzle and be under the control of an adult guardian. Pets are prohibited in the SPA area, Kids Club, and playroom. The only exception is a guide dog.
The pet owner is fully financially and legally responsible for any damage caused by their pet to other people, hotel property, or Guests.
§11
Complaints
Guests have the right to file complaints if they notice any deficiencies in the quality of services provided.
All complaints should be submitted to the Reception.
The complaint should be made immediately after noticing any issues with the standard of services provided.
§12
Additional Provisions
Smoking Policy: Smoking tobacco and e-cigarettes is strictly prohibited in the Hotel, except in designated areas. Violation of this policy will result in a charge of 500 PLN.
Prohibited Items: Dangerous goods, firearms, ammunition, flammable, explosive, or illuminating materials are not allowed in the hotel rooms.
Sales and Solicitation: The Hotel prohibits any type of door-to-door sales, distribution of promotional or electoral materials, as well as any gambling activities.
Room Modifications: Guests are not allowed to make any changes to the furniture or equipment in the hotel rooms.
Risky Devices: Guests are not permitted to use devices or items that may pose a risk of damage to hotel property or other Guests, especially those that could cause a fire or flooding. The use of kettles and other room equipment provided by the Hotel is allowed.
Wellness Area: The Wellness Zone is available for adults only between 8:00 PM and 10:00 PM.
Tourist Tax: Please note that starting from January 1, 2024, a tourist tax of 3 PLN will apply, in accordance with the Act on local and health resort fees in the Podgórzyn Municipality. This tax applies to guests booking stays of more than one night. The fee for stays exceeding two nights is charged from the first night and must be settled during check-in.
§13
Personal Data
The administrator of personal data is Lake Hill Hotel Sp. z o.o. Sp. komandytowa, based at 58-564 Sosnówka, Ul. Tyrolska 2G, registered in the National Court Register of Entrepreneurs kept by the District Court for the Capital City of Warsaw in Warsaw, XII Economic Department of the National Court Register, under the number KRS: 0000651524, NIP: 5252687387.
Detailed information regarding the processing of personal data can be found on the hotel card at the Reception.
Management of Lake Hill Resort & Spa
Voucher Regulations
§1
General Provisions
This regulation defines the rules for the sale and use of vouchers.
The issuer of the vouchers is Lake Hill Hotel Spółka z ograniczoną odpowiedzialnością spółka komandytowa, located at Ul. Tyrolska 2G, 58-564 Sosnówka, registered under the NIP: 5252687387.
The issuer offers the following types of vouchers:
- monetary vouchers,
- stay vouchers.
Vouchers are registered by the issuer, and each voucher has its own unique identification number.
The validity period is specified on the voucher. The expiration date of the voucher cannot be extended. Vouchers may have restrictions regarding availability, particularly for stays during long weekends, Christmas holidays, New Year's Eve, New Year's Day, and Easter holidays.
The voucher can only be used in full and in one transaction.
Vouchers are non-refundable and cannot be exchanged for cash.
§2
Terms of Use for the Voucher
The voucher can be used at the issuer's facilities, Lake Hill Resort & SPA and Lake Hill Apartments.
The issuer is not responsible for the loss or damage of the voucher from the date it is handed over to the purchaser.
The purchaser is required to make a reservation in advance. The basis for the service to be provided by the issuer is the prior presentation of the voucher or the provision of its unique identification number.
The purchaser is not entitled to receive a refund for any unused portion of the voucher.
If the cost of the service exceeds the value of the voucher, the purchaser or voucher holder is required to pay the difference.
The issuer has the right to refuse to honor the voucher in the following cases:
- Expiration of the voucher's validity period
- Damage to the voucher that makes it impossible to read its unique identification number
- Failure to make a prior reservation as stipulated in clause 3.
§3
Final Provisions
By receiving the voucher, the purchaser declares that they have read the content of the regulations and accept its provisions.
The issuer reserves the right to amend these regulations.
In matters not regulated by these regulations, the relevant provisions of the Civil Code shall apply.
Standards for Protecting Minors
