Terms and Conditions

1. Scope of the Terms and Conditions

  1. The lessor of the rooms is hereinafter referred to as the “Hotel,” while the tenant of the room is referred to as the “Guest.”
  2. The Terms and Conditions define the scope of services, liability, and rules of stay at the Hotel and constitute an integral part of the agreement, which is concluded by signing the registration card as well as by making a reservation and/or paying a deposit or the full amount for the stay at the Hotel. By performing these actions, the Guest confirms that they have read and accepted the Terms and Conditions.
  3. The Terms and Conditions apply to all persons staying on the premises of Wroclaw Hotel.
  4. The Terms and Conditions are available for review at the Hotel reception and on the Hotel’s website at:
  5. The Guest’s point of contact at the Hotel is the Reception, ext. 555

2. Check-in and check-out times

  1. Rooms at the Hotel are rented on a daily basis.
  2. The hotel day starts at 3:00 PM and ends at 11:00 AM the following day.
  3. The Guest should request an extension of their stay at the reception no later than 8:00 AM on the day of departure. The Hotel may refuse the request if all rooms are occupied or if the Guest has not complied with the Terms and Conditions.
  4. The Hotel reserves the right to refuse a Guest’s request to extend their stay if full payment for the current stay has not been made in advance, or in case of inappropriate behavior towards other Guests or the Hotel staff.

3. Reservation

  1. Reservations can be made through online travel agencies, travel agencies, directly via the hotel’s website, by phone, or by email.
  2. After making a direct reservation, the Guest receives a preliminary reservation agreement by email, which includes the reservation conditions and payment information for the booking.
  3. If the reservation is not guaranteed in accordance with the information provided in the preliminary reservation, the agreement is considered not concluded, and the Hotel reserves the right to cancel the reservation.
  4. After a guaranteed reservation is made, the Hotel reserves the right to pre-authorize the payment card or charge it for the amount of the entire stay or the first night, depending on the reservation conditions specified in the agreement.

4. Reservation Cancellation

Free cancellation of a direct reservation: 

The guest may cancel free of charge at any time specified in the reservation, and the cancellation must be made in writing or by email to be valid.

  1. Email correspondence from the Guest will be treated as a booking order and will be subject to the applicable reservation cancellation policies.
  2. In the event that the Guest leaves the Hotel earlier than the date specified in the non-refundable guaranteed reservation agreement, the difference in the cost of the stay will not be refunded.
  3. W przypadku nieprzybycia Gościa do Hotelu w uzgodnionym terminie, rezerwacja jest ważna do godziny 11:00 następnej doby. Przekroczenie tej godziny jest równoznaczne z odstąpieniem od umowy przez Hotel z prawem zachowania płatności zgodnych z warunkami anulacji rezerwacji zamieszczonych w umowie:
    • Guaranteed reservations are charged for the first night, and the room may be rented out.
    • Non-refundable guaranteed reservations are charged 100% of the booking cost, and after the first night, the Hotel reserves the right to terminate the agreement without refund, and the room may be rented out.
    • Group Reservation for more than 10 people, in accordance with the information provided in the reservation confirmation.
  4. If the Guest arrives at the Hotel on the second day of the reserved stay (after prior notification of the hotel reception), the Guest will still be charged for the first night in accordance with the guaranteed reservation agreement.

5. Check-in and Stay at the Hotel

  1. The basis for admitting the Guest is presenting a photo ID to the reception staff and signing the registration card. Otherwise, the Hotel reserves the right to refuse admission.
  2. The hotel Guest may not transfer the room to third parties, even if the period for which the stay has been paid has not yet expired.
  3. The Hotel reserves the right to refuse admission to a Guest who has seriously violated the hotel regulations during a previous stay.
  4. The Hotel reserves the right to refuse admission to a Guest without providing a reason.
  5. Additional charges arising from the stay must be settled by the Guest no later than on the day of departure.
  6. The Hotel reserves the right to inspect rooms at least once every 24 hours to ensure maximum comfort and safety for Guests.
  7. In the event that the Guest shortens their stay, the Hotel does not refund payment for the already commenced hotel day.
  8. Unregistered persons may stay in the hotel room as guests of a registered Guest between 7:00 AM and 10:00 PM.
  9. The Hotel’s public areas are under surveillance.

6. Smoking of Tobacco and Electronic Products

In the Hotel premises, including guest rooms, smoking of tobacco products and electronic cigarettes is strictly prohibited. In case of violation, the Guest is required to pay a penalty of 700 PLN, which will be added to the hotel bill. If the fire alarm is triggered, for example by smoking in the room, the Guest will bear the full costs of emergency response and evacuation.

7. PETS (DOGS AND CATS)

The hotel is pleased to welcome guests traveling with pets (DOGS and CATS). For the comfort and safety of all persons on the premises, we kindly ask you to follow the rules below:

General rules for pets staying at the Hotel
  1. Guests are required to maintain constant supervision of their pets and ensure that they do not pose a threat or nuisance to other people.
  2. Outside the hotel room, pets must be kept on a leash; they are not allowed to roam freely around the hotel.
  3. The owner is required to clean up after their pet both inside the hotel and on the hotel’s outdoor premises.
  4. For the safety of the staff and Hotel Guests, guests traveling with pets are required to inform the Hotel staff at the time of making the reservation. If such information was not provided at the reservation stage, the Hotel reception must be informed no later than at check-in.
  5. In the event that additional cleaning is required, the Hotel will charge the Guest accordingly.
  6. The Guest bears full financial responsibility for any damage caused by their pet.
  7. The Hotel reserves the right to refuse or shorten a stay if the presence of a pet poses a threat to the safety or comfort of other Guests.
Pets in the restaurant area
  1. The Hotel does not apply strict size criteria for pets; however, if the staff has concerns regarding the safety or comfort of other Guests, an alternative seating area in the restaurant, away from the main hall, may be offered.
  2. Pets may stay only at their owner’s table. Pets are not allowed on chairs, sofas, or any other furniture.
  3. In areas designated for food service (e.g., buffets, coffee breaks), pets are not allowed. They must remain at their owner’s table.

8. SERVICES OFFERED

  1. The Hotel provides services in accordance with its category and standard. In case of any concerns, please report them immediately to the reception.
  2. We guarantee a safe, comfortable stay, professional service, and room cleaning (bed linen and towels are changed every 3 days for longer stays or upon request).
  3. Complimentary services: wake-up calls, luggage storage, taxi booking, baby cot, pet stay, access to the sauna and gym (after reviewing the regulations), safe in each room (the hotel is not responsible for items left in the safe or in the rooms).
  4. Paid services: parking (according to separate regulations), minibar (according to the price list), breakfast (according to the price list)
  5. The Hotel is not responsible for items left in common areas or in room safes.
  6. Items left behind after check-out will be stored for 3 months or returned at the Guest’s expense.
  7. The Hotel is under video surveillance (recordings are stored for 30 days and made available only to state authorities).

9. GUEST LIABILITY

  1. Guests and persons staying on the hotel premises are required to observe quiet hours (10:00 PM–6:00 AM) and respect the peace of others. They are financially and legally responsible for any damage caused by themselves, their children, pets, or invited persons. In the event of damage, the Hotel may charge the Guest for repair costs as well as for the period during which the room is unavailable for sale.
  2. The use of unauthorized electrical devices, storage of hazardous materials, door-to-door sales, solicitation, and gambling are also prohibited. The Guest is responsible for the loss or failure to return the key card.

10.  COMPLAINTS

  1. Guests may submit complaints regarding the quality of services by email: hotel@wroclawhhotel.pl, in person at the Reception, or directly to the Operations Manager or the Manager on Duty.
  2. A complaint should be submitted as soon as possible after noticing the irregularity and must include the Guest’s contact details along with a description of the reported issue.
  3. Each complaint will be reviewed within 14 days from the date of receipt.