Regulamin

General Terms and Conditions of Accommodation Reservations at Willa Carlton

We do not accept guests organising hen or stag parties.

  1. Willa Carlton accepts reservations made via:
    • telephone
    • fax
    • the reservation form available on the website
    • e-mail
  2. When making a reservation at Willa Carlton in Zakopane via fax, reservation form, or e-mail, the following information must be provided:
    • full name
    • telephone number
    • e-mail address
    • dates of stay
    • number of rooms
    • number of guests

Reservation Procedure

  1. Making a reservation
    • The first step is to submit a reservation request using one of the contact methods listed above.
    • A reservation accepted by Willa Carlton is considered a preliminary reservation.
    • Submitting a reservation request means that the room is available at the time of enquiry and will be provisionally held until a deposit payment (30%) or full payment (eligible for a discount) is received.
    • If the deposit is not received by the agreed deadline, the reservation will be automatically cancelled.
  2. Reservation confirmation
    • To confirm a reservation, a deposit of 30% of the total stay value (but not less than PLN 100) or full payment of the stay (non-refundable discounted offer) must be paid. The reservation becomes confirmed once the payment has been credited to our account.
    • The payment date is considered to be the date on which the funds are credited to the bank account (account details are available on the Contact page).
    • Room charges apply from the agreed arrival date. If a guest fails to arrive on the scheduled date, the reservation will be cancelled after the hotel day has expired.
    • For international guests, the following additional information is required:
      • Payment card type
      • Credit card number
      • Credit card expiry date
      • CVV / CVC code
    • Once the amount has been agreed and approved by the Guest, the payment will be charged to the credit card.
    • Due to fluctuating exchange rates, please note that all cashless transactions are processed in the currency of the card used.
  3. Check-in
    • Check-in is available between 3:00 PM and 8:00 PM.
    • Failure to arrive by 8:00 PM on the day of arrival (without prior notice of a later arrival) will result in cancellation of the reservation.
  4. Reservation cancellation
    • 30% refundable offer – the deposit is refunded in full if the cancellation is made more than 7 days before arrival.
    • 50% non-refundable offer – the deposit is non-refundable.
    • No deposit refunds are granted for cancellations made less than 7 days before arrival.
    • Full payment made in exchange for a discounted rate is non-refundable and cannot be refunded in the event of cancellation or withdrawal from the reservation at any time.
  5. Provision of services
    • Willa Carlton reserves the right to relocate guests to another room of the same category if the reserved room is unavailable for the entire duration of the stay.

House Rules at Willa Carlton

  • Upon check-in, guests are required to complete and sign a registration card.
  • At check-in, guests receive a set of keys consisting of a room key, a front door key, and a room card. The room card also activates the electricity supply and must be inserted into the designated slot located next to the room entrance door.
  • Please do not detach the cards from the keys and do not leave them in the power slot when leaving the room.
  • Please do not separate the keys. Lost keys will incur a fee of PLN 100.
  • When leaving the building, keys may be taken with you or left at Reception. Please hand them directly to the receptionist. If Reception is unattended, please use the dedicated key drop slot rather than leaving keys on the counter.
  • Quiet hours apply between 10:00 PM and 6:00 AM. Disturbing the peace may result in police intervention and, in extreme cases, removal from the property.
  • Smoking is strictly prohibited in all rooms. Rooms are equipped with smoke detectors that automatically notify the Fire Brigade. Any costs resulting from a false alarm will be charged to the Guest.
  • Smoking is permitted on balconies and outside the building.
  • Please do not throw cigarette butts over balcony railings.
  • Any defects or damage noticed in the room should be reported to Reception immediately. Delayed reporting may result in repair costs being charged to the Guest.
  • Pet owners are responsible for any damage caused by their animals.
  • Guests are responsible for valuables left in their rooms. A safe deposit box is available at Reception.
  • We make every effort to ensure that room equipment is complete. However, if a towel, toilet paper, or light bulb is missing or defective, please inform Reception and the issue will be resolved promptly.
  • Card payments are processed in the currency of the payment card by default.
  • We reserve the right to relocate guests to another room of the same category if the reserved room is unavailable for the entire stay.
  • In addition to accommodation charges, guests are required to pay a local tourist tax of PLN 2 per person per night.
  • Paid parking is available on site. Guests using the car park must provide their vehicle registration number on the registration card. The parking fee is PLN 20 per night.
  • Room temperature is controlled automatically. Information regarding this system is displayed on labels attached to the radiators.
  • Radiators operate until the target temperature is reached and then switch off automatically. Please report heating issues only if the room feels noticeably cold.
  • Opening a window automatically disables the heating system.
  • Please do not adjust the radiator valves, as this may affect the heating system and result in a PLN 100 penalty.
  • To help protect the environment, towels and bed linen are changed at scheduled intervals. More frequent replacement is available for an additional fee upon request at Reception.
  • Complimentary towel replacement takes place every 3 days. Additional replacements cost PLN 10 per set.
  • Complimentary bed linen replacement takes place approximately every 5 days (depending on the length of stay). Additional replacements cost PLN 20 per set.
  • Full board is available for an additional charge.
  • Requests for lunch, half board, or dinner must be made no later than 11:00 AM on the day of the meal.
  • A complimentary coffee and tea set is provided in every room.
  • To access free Wi-Fi, guests must connect to the Social WiFi network using a social media account or e-mail address.

Final Provisions

Making a reservation through any booking channel constitutes acceptance of these Terms and Conditions.
Lack of familiarity with these Terms and Conditions does not exempt guests from the obligation to comply with them.