1. Identification of the Provider 

Accommodation services under the Adrez brand are provided by the following companies of the Adrez Group (hereinafter the “Provider”): 

Company/ Reg. No. (IČO)/ Registered Office /Commercial Register:

1) Adrez Group a.s. / 097 23 684 /Registered Office: Žatecká 55/14, 110 00 Prague 1 / Municipal Court in Prague, File No. B 26648

2) Adrez CZ Alfa s.r.o./ 109 97 989/ Žatecká 55/14, 110 00 Prague 1 / Municipal Court in Prague, File No. C 397377

3) Adrez CZ Beta s.r.o. / 272 13 358 / Žatecká 55/14, 110 00 Prague 1 / Municipal Court in Prague

4) Adrez CZ Gama s.r.o. / 196 62 173 / Žatecká 55/14, 110 00 Prague 1 / Municipal Court in Prague

Contact: booking,adrezliving,com | +420 222 743 781 | www.adrezliving.com

The provider of each specific accommodation service is always the company within the group that operates the accommodation facility specified in the booking confirmation.

2. Definitions

Accommodation Service: provision of temporary accommodation in Adrez apartments, including all services associated with the stay.

Customer (Guest): a natural or legal person who has entered into an accommodation agreement with the Provider.

Booking: a binding order for accommodation confirmed by the Provider.

Booking Confirmation: written confirmation from the Provider containing the essential terms of the agreement (dates, price, cancellation policy, contact details).

Accommodation Agreement: the contract for the provision of accommodation services concluded between the Provider and the Customer upon confirmation of the Booking. 

Modification: any change to a confirmed Booking requested by the Customer, including change of dates, room type, or shortening of the stay.

3. Formation of the Accommodation Agreement

The accommodation agreement is concluded upon confirmation of the booking by the Provider. A booking may be made via:

1. website: www.adrezliving.com
2. email: booking,adrezliving,com
3. phone: +420 222 743 781

After making a booking, the Customer will receive a booking confirmation containing details of the accommodation facility, stay dates, price, applicable cancellation policy and further information.

Self-Check-In: Adrez operates primarily self-service check-in. Follow-up mailing after the Booking Confirmation will contain a link for self-registration and after completion of this process access instructions including access codes are provided. Where a staffed reception is available at a specific property, this will be noted in the Booking Confirmation. References to “reception” in these Terms apply only where a staffed reception is available at the relevant property.

Right of withdrawal notice: Accommodation services are excluded from the 14-day right of withdrawal for distance contracts pursuant to Section 1837(j) of Czech Act No. 89/2012 Coll. (Civil Code).

4. Prices and Payment Terms

4.1 Prices

All prices shown on the website and in the booking confirmation are inclusive of VAT. The local accommodation fee (místní poplatek z pobytu) is included in the price. All credit card transactions are settled in CZK, even if prices are displayed in a different currency during the booking process.

The Customer’s bank or card issuer may apply a foreign exchange conversion fee when settling the CZK charge in another currency. This conversion is outside the Provider’s control and is not reflected in the price quoted by the Provider.

4.2 Payment

Payment is made in accordance with the terms specified in the booking confirmation, but no later than at check-in. We accept payment by credit card and selected additional payment methods.

5. Cancellation Policy

Cancellation terms are governed by the rate (tariff) selected by the Customer at the time of booking. The specific cancellation deadline and charging terms are always clearly stated in the booking confirmation.

5.1 Refundable Rates

The conditions of the selected rate always specify the deadline by which the booking may be cancelled free of charge (e.g. 7 days before arrival). The full stay amount will be charged to the Customer’s credit card at the moment the reservation becomes non-refundable, i.e. after the cancellation deadline has passed. If the Customer cancels the booking before this deadline, no charge will be made. In the event of a no-show, the full stay price will be charged.

5.2 Non-refundable Rates

For rates marked as “Non-refundable”, the full stay price is charged to the Customer’s credit card immediately on the day the booking is made. In the event of cancellation, the amount paid will not be refunded regardless of the reason for cancellation.

5.3 How to Cancel

A booking may be cancelled:

1. online via the link in the confirmation email
2. by emailing booking,adrezliving,com
3. by phone at +420 222 743 781
4. Through the booking platform used to make the reservation

5.4 Modifications

Requests to modify a confirmed Booking (including change of dates or room type) are subject to availability and any applicable rate difference. Shortening a stay under a Non-refundable Rate does not entitle the Customer to a partial refund for unused nights. Shortening a stay under a Refundable Rate is treated as a partial cancellation subject to the applicable cancellation deadline. Modification requests should be submitted via the channels listed in Section 5.3.

5.5 Early Departure

If the Customer departs before the scheduled check-out date, no refund will be payable for unused nights under a Non-refundable Rate. For Refundable Rates, the cancellation policy applicable at the time of departure applies. The Customer must notify the Provider of early departure as soon as reasonably practicable.

6. Check-in and Check-out

Standard check-in and check-out times are specified in the booking confirmation and on the website of the relevant accommodation facility.

6.1 Late Check-out Fee

Guests who do not vacate the room by the designated check-out time will be charged a fee of EUR 10 (or the CZK equivalent at the current Czech National Bank exchange rate) for each hour of delay.

The total late check-out fee shall not exceed the equivalent of one full night’s accommodation at the rate paid for the stay. Late check-out without this fee may be arranged in advance via the contact channels in Section 5.3, subject to availability.

6.2 Lost Keys and Access Devices

Loss or damage of keys or key cards if provided must be reported to the Provider immediately. The Customer will be charged the cost of replacement, typically EUR 50–100 (or the CZK equivalent), depending on the property and type of device. The Provider will provide a written breakdown of replacement costs upon request.

7. Security Deposit

7.1 Amount and Purpose

The Provider is entitled to require a refundable security deposit at check-in in the amount specified in the booking confirmation (typically EUR 100–300 or the CZK equivalent). The deposit serves to secure any potential claims of the Provider against the Customer, in particular:

1. compensation for damage to the apartment furnishings
2. excessive soiling requiring extraordinary cleaning (charges for extraordinary cleaning typically range from EUR 100 to EUR 300 depending on the extent of soiling; a detailed breakdown will be provided on request)
3. outstanding charges for services consumed beyond the scope of the booking
4. replacement cost of lost keys or access devices (see Section 6.2)

7.2 Form of the Deposit

A deposit where charged is typically collected as a pre-authorisation on the Customer’s credit card. In justified cases, a cash deposit may be required.

7.3 Return of the Deposit

The deposit (or its unused portion) will be released to the Customer within 7 business days of check-out by releasing the credit card pre-authorisation.

If the pre-authorisation cannot be released due to technical reasons (e.g. expired or replaced card), the Provider will contact the Customer within the same 7-business-day period to arrange an alternative method of return.

7.4 Making a Claim from the Deposit

If the Provider makes a claim from the deposit (e.g. for damage), it is obliged to:

1. notify the Customer in writing (by email) of the reason and amount of the deduction no later than 7 business days after check-out
2. document the damage with photographs or other suitable evidence
3. provide the Customer with a detailed cost breakdown upon request

If the damage exceeds the deposit amount, the Customer is obliged to pay the difference. In the event of a dispute regarding the legitimacy or amount of the claim, the Customer has the right to file a complaint under the Complaint Procedure (Section 11) and to contact the Czech Trade Inspection Authority (ČOI).

8. Damage and Liability

The Customer is obliged to report any defects or damage to the apartment immediately upon arrival. The Customer is liable for all damage caused by them or by persons to whom they granted access to the apartment during the stay.

The Provider is not liable for damage to items brought into the apartment by the Customer, except where the damage was caused by the Provider’s fault. The Provider’s insurance does not cover the Customer’s personal property.

9. House Rules

The Customer is required to observe the following rules:

1. keep the apartment in proper condition
2. observe the no-smoking policy in all indoor areas; a contractual penalty of EUR 200 (or the CZK equivalent at the current Czech National Bank exchange rate) will be charged for any violation
3. refrain from disruptive behaviour, especially during quiet hours (22:00–06:00)
4. accommodate pets only with prior consent of the Provider
5. not tamper with furniture, appliances or technical equipment
6. use the apartment exclusively for accommodation purposes

In the event of a noise complaint or disturbance, the Provider will as a first step issue a verbal warning to the Customer. Repeated or serious disturbances may result in a charge against the security deposit. A serious or persistent breach may result in immediate termination of the accommodation agreement as set out below.

In the event of a serious breach of the house rules, the Provider is entitled to terminate the accommodation agreement with immediate effect without the Customer being entitled to a refund for unused nights. A serious breach includes, but is not limited to: smoking indoors, holding parties or events in the apartment, illegal activity on the premises, physical or verbal aggression toward Provider staff or other guests, or causing significant damage to the property.

10. Data Protection

The Provider processes the Customer’s personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Czech Act No. 110/2019 Coll. Detailed information on data processing is available in our Privacy Policy at www.adrezliving.com/en/privacy-policy/.

11. Complaint Procedure

11.1 Rights in Case of Defective Performance

The Customer is entitled to accommodation services of the quality agreed in the contract and in accordance with the applicable legislation, in particular Czech Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

11.2 Filing a Complaint

The Customer is required to file complaints without undue delay:

1. in person at the reception of the accommodation facility (where reception is available)
2. in writing by email to booking,adrezliving,com
3. by post to the registered office of the relevant company

When filing a complaint, the Customer shall provide: their name, contact details, booking number, description of the defect and the remedy sought. The Provider shall issue a written acknowledgement of receipt of the complaint.

11.3 Resolution of the Complaint

The Provider shall decide on the complaint immediately, or in more complex cases within 3 business days. The total time limit for resolving the complaint, including rectification of the defect, shall not exceed 30 days from the date of filing, unless the Provider and Customer agree on a longer period. Upon expiry of this period without resolution, the Customer shall have the same rights as in the case of a material breach of contract.

11.4 Remedies

In the event of a justified complaint, the Customer is entitled to:

1. free rectification of the defect (e.g. repair, replacement of equipment, relocation to another apartment)
2. a reasonable price reduction
3. withdrawal from the contract in the case of a material breach

11.5 Customer’s Cooperation

The Customer is obliged to provide the cooperation necessary for the proper resolution of the complaint, including granting access to the apartment for the purpose of verifying the defect.

12. Out-of-Court Dispute Resolution

In the event of a dispute between the Customer (consumer) and the Provider that cannot be resolved directly, the Customer has the right to apply to the out-of-court dispute resolution body:

Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI)

Štěpánská 567/15, 120 00 Prague 2, www.coi.cz

The Online Dispute Resolution platform established by the European Commission is available at: https://ec.europa.eu/consumers/odr

13. Force Majeure

The Provider shall not be liable for the non-fulfilment of its obligations caused by circumstances of force majeure, i.e. extraordinary, unforeseeable and insurmountable obstacles (e.g. natural disasters, epidemics, armed conflicts, governmental orders). For the duration of the force majeure event, the Provider’s obligations affected by such circumstances shall be suspended.

Where a force majeure event prevents the Provider from fulfilling the accommodation service in full or in part, the Customer shall be entitled to an alternate date for the performance of the accommodation service within a time period specified by the Provider. There is no automatic full refund of amounts paid for the affected nights. Full refunds are at the discretion of the Provider. The Provider will notify the Customer of a force majeure event and its expected duration as soon as reasonably practicable.

14. Governing Law and Jurisdiction

These General Terms and Conditions and all legal relationships arising therefrom shall be governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll. (Civil Code). The competent court shall be the general court of the Provider, unless otherwise stipulated by law.

This clause does not limit the mandatory consumer protection rights of Customers who are residents of EU member states. Such Customers may also bring proceedings before the courts of their country of habitual residence in accordance with Regulation (EU) No 1215/2012 (Brussels I Recast).

15. Final Provisions

These General Terms and Conditions shall take effect upon their publication on the Provider’s website. The Provider will publish any amendments on its website at least 14 days before they take effect, identifying the nature of the change. Amendments shall not apply to bookings already confirmed at the time of publication.

By entering into an accommodation agreement, the Customer confirms that they have read and agree to these General Terms and Conditions.

In the event of a conflict between these terms and individual arrangements in the booking confirmation, the individual arrangements shall prevail.