Frequently Asked Questions

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Travel agency for Prague hotels
Frequently Asked Questions - FAQ

1. How shall I proceed if I want to make a reservation?
2. What are the criteria for making a choice of my hotel?
3. Is the reservation procedure complicated?
4. I filled in and sent out my reservation form - what is to be done now? Reservations form can not be sent out, what is to be done now?
5. Do I have to confirm reservation after sending the booking form out?
6. Is possible to make a reservation just via your e-mail address?
7. Is my reservation binding as soon as the form was filled in and send out?
8. How to make a reservation for a group? Is there any discount available?

1. Is it possible to make a booking without using my credit card as a guarantee?
2. What kind of credit card do you accept?
3. What expiry date of my credit card is accepted in the time of my booking?

1. To whom, when and which way I will pay reserved stay in the hotel?
2. Will I pay any deposit from my credit card?
3. Will be my credit card data delivered into the hotel I´ve made a reservation?
4. Will I pay any fee for making of the reservation?
5. What will happen if I forget cancell the reservation in time and if I not arrive into the hotel?
6. Is possible to pay for accommodation in cash as well?

1. Is reservation safe enough? Is there any posibillity of misusage of my credit card data?

1. May I change my reservation?
2. Will I pay for changing reservation?
3. From what reason is handling fee for changing of reservation and cancellation paid?
4. What confirmation concerning my reservation will I get?

5. What is an „Accommodation Voucher“ and what information are stated in it? Binding document about confirmed reservation

1. Which way is possible to cancel reservation?
2. Is necessary to cancel reservation if I didn´t obtain an Accommmodation voucher?

1. Are Cancellation Conditions obligatory for me?
2. What is exact wording of the Cancellation Conditions?

1. Is possible to check-in earlier then is ussual? How often is room cleaning done?
2. May I leave the hotel later then is usual? Is usual check-out time after breakfast, untill 11 a.m?
3. What is frequency of cleaning and changing bed linen?
4. What rules take control of norm of the hotels in the Czech Republic?
5. Are the fire precautions held in the hotels?

1. What is VAT means? Is VAT included in the price list?
2. What does exactly hotel Rack rate means?
3. What is special offer?
4. Is breakfast included in the price list?

Which way will be returning of money on my bank account realized if some error happens
and if I am wrongfully penalized?

1. I am interested in hotel booking via website www.arteuz.com but I don´t have sufficiency of information about this company. Where can I find these information?
2. What does Arteuz.com deal with?

Reservations procedure? How choice appropriate hotel? How confirm reservation?

We recommend to start with reading our cancellation conditions at the following address: https://secure.arteuz.com/csrv/terms_conditions.php

Get acquainted with different levels of -czech hotels and their equipments. They are similar to those in other European Union countries - „THE OFFICIAL STANDARD CLASSIFICATION OF ACCOMMODATION FACILITIES IN THE CZECH REPUBLIC“.

You will find the necessary piece of information on the website as follows: http://www.hotelstars.cz/?lng=en

Where to find a necessary piece of information about hotel´s facilities and provided service. Different hotel categories are to be seen at the following website: http://arteuz.com/prague_hotels.php „List of Hotels“.

Your choice of a hotel according to following criteria mentioned further is to be found at this home page: http://www.arteuz.com

Choice of a hotel following its name.
Choice of a hotel following the place.
Choice of a hotel following the category 1 to 5 stars.
Choice of a hotel following the availability.
Choice a hotel following the accommodation charge.
Choice of a hotel following a special offer.

Our webpage www.arteuz.com provides hotel facilities information for each hotel. It is recommended to choose at least 2 hotels in the case of no vacancies in demanded hotel (order is on request).

Reservation procedure is easy, feasible in these steps:

1. First step - Reservation form
2. Second step - Rooms selection
3. Third step - Customer information

1. The first and the second step is easy and you will manage it without problems. You are navigated during the reservation procedure to make things easy for you.

2. The third step – „Reservation form and Customer Information“. If you come across warning “You are about to enter a protected zone“ you have to click OK in order to get on last page " Reservation form". All data provided on this page are protected against abuse.

3. Do not forget to tick the box (please, check it before proceeding any further). „I have read and accept the terms and conditions, otherwise it is impossible to send the form out. Having done that, send the form off clicking at “Make Reservations!“

Your order was sent out but it is not yet binding. You will not be penalized in the case of learning your order without answer. The data concernig your credit card data provided by you will be deleted automatically. After sending your reservation form, all credit card data provided by you will be check up with by software automatically.

Mistake - when you click at “Make Reservations“ the order is not sent out! Instead a read colour explanation appear asking for adding any missing information.

Do it and click again at „ Make reservation“ send out the form. It can also happen to you to give by mistake some wrong identification numbers when using your credit card for filling out the reservation form and send it out with your order. You will be asked later to correct it. If you come across any problem when sending your order form out, contact kindly our operator through email reservations@arteuz.com .

Yes, you have to. A few of minutes after sending it you will automatically receive an email confirming your reservation. It is not yet obligatory, however. You have to wait for an email from the Arteuz.com operator „The Price Acceptance“. It will contain “Booking ID“ and furher quidance. You will be also asked to enter the webpage: https://secure.arteuz.com/cres/.

Clicking this webpage give you an access to booking - identification code BID. You will fill it in, including your surname, then click “View Reservation“. Our Webpage „ View Reservation“ gives you an access to the following procedures:

Clicking „Confirm the Reservation“ means you agree with it. As a result an „Accommodation Voucher“ will be sent to your email address. Get a print of it and hand it in to the receptionist when checking in.

You can reject second choice hotel offered by operator by clicking it.

Reservations can be cancelled clicking here, under conditions specified in „Terms & Conditions : https://secure.arteuz.com/csrv/terms_conditions.php Once you receive an „Accommodation Voucher“, then you are obligatory to pay handling charge 15EUR.

It is possible to review your original order - Voucher by clicking on this heading. If the reservation was confirmed yourself and you want to change hotel aftewards, you will be charged a handling fee 15 EUR.

You can make a reservation via our e-mail address reservations@arteuz.com

You should send data about your credit card by fax. It is much safer way then sending by e-mail.

Contact via email you make reservation on this address: reservations@arteuz.com .

No, it is not, because you did not proceed to the second stage involving your agreement with the price and the reservation and, as a result, did not receive yet your accommodation Voucher. Filling in the reservation form is divided into three stages - pages. Even if you send off the last third part of the reservation form including the credit card data the booking is not validated yet. Unless you keep in touch, your credit card data will be automatically deleted and cannot be renewed.

For a group reservation you can use our e-mail address. By „Group reservation“ is meant order more then 10 rooms in a hotel. The best way how to make order is via „Booking form“ where data transfer is encrypted. Sending by e-mail is not safe enough. It is the most suitable way because of safeness of data transfer about your credit card. The other important information and requirements you can fill in the reservation form to column „Remarks“. Forexample: No. of rooms, room types, max. prices level and hotel category, etc. Our operator will offer the best vacancies according your preference. If you decide for a bindig reservation, you will be asked to pay a deposit corresponding to one night charge for each one hotel room. During top terms the deposit may be increased.

Discount per group accommodation offers most of the hotels. Even if the price list does not mention any discount, our operators will try their best to achieve it for you. There is a possibility of special arrangement for a group leader with a hotel. It is a subject of each hotel and our operator may try to achieve special advantage for you.

Guaranteed bookings

Bookings which are not guaranteed by credit card are not valid! This measure limits overburdening of our booking system by unreliable reservations . All credit card data must be entered into our reservation form. Without these details your reservation will not be accepted and, as a result you will be unable to send it off.

Arteuz.com and most of the hotels accept all main types of credit cards. List of all credit cards you can find on Web page Arteuz.com. Keep in mind, that not every credit card is valid for inernet payment. Before filling the reservation form, make sure that your credit card is allowed for internet payment.

Validity of your credit card is stated on your card (expiry date). Credit card must have validity at least 1 week after hotel check out.

Payment policy

All the ammount for reserved stay is in most of cases paid by guest after the arrival or after the stay termination directly in the hotel. No deposit is paid by you from credit card without your agreement. Exception is making of the reservation to the luxury hotels or if you book more then one room in the hotel. In these cases deposit may be required. The rate of deposit is mostly one night in the hotel for each booked room.

No, your credit card data are not delivered into the hotel. Data are not accessible to anyone.

No charge for making of the reservation is paid by you to Arteuz.com. No money will you pay from credit card without your agreement with the exception of sanction if the cancellation conditions are not held. More information about „Cancellation conditions“ you can find on the following web site: https://secure.arteuz.com/csrv/terms_conditions.php

If the cancellation is made 3 or less working days (excluding Saturday, Sunday) prior to the his/her arrival, clients will be charged for one night rate per room only inclusive of handling fee of 15 euro. And it is the same case if they will not arrive.

If the cancellation is made at more than 3 working days (excluding Saturday, Sunday) before his/her arrival, clients will be charged only the handling fee of 15 euro.
You will be notified about any card debit by e-mail

Yes it is possible. It is standard practice in Prague hotels.

I am afraid transmit credit card data via internet.

Reservation and transmition of my credit card data is safe. Reservation form and credit card data are protected during the transmition process (The SSL encryption process). Your credit card data are not delivered to anyone. Detailed information you can find on web site: https://secure.arteuz.com/csrv/credit_card.php Your credit card data are consequently sent to the automatic electronic verification. It is common process all over the world.

Modify an existing booking. Binding document about confirmed reservation.

What is an „Accommodation Voucher“ and what information are stated in it?
Binding document about confirmed reservation.

Yes you can.

Changing reservation is possible for handling charge of 15 EUR if reservation was approved by you or if you´ve obtained Accommodation Voucher. In other cases it is free of charge. Renewal of reservation is possible. Recommended procedure is to fill in the reservation form and send again to the reservation department on email address: reservation@arteuz.com

Confirmation of your reservation is called an „Accommodation Voucher“. It is a document - „Accommodation Voucher“ for staying in the hotel you have booked. You will obtain this document by e-mail once your reservation has been approved by you. The only thing you have to do is print this Voucher out and hand in personally at the hotel reception on day of your arrival.

There are stated all important data on an Accommodation Voucher, e.g. your name, check in, check out, addresss and hotel name, telephone number into the reception. Voucher is generated from reservation form which have been filled in and sent by you to the reservation department.

Cancelling an existing booking

First option of cancelling an existing reservation is posle to do via webpage https://secure.arteuz.com/cres/

We prefer this process. As soon as you enter to the next page just click on "Cancel the Reservation". Second, not very convenient option issib cancellation by email. In this case you will state your booking ID, your name, chec-in, check out, date of order making, name of the hotel. "Terms and Conditions" determine rules for possible penalization. If you didn´t approve reservation and didn´t get voucher you don´t pay any cancellation fee even if your reservation hasn´t been cancelled. Bear in mind that it is necessary to cancell reservation in time. In working days it is more then 72 hours before arrival into the hotel. Otherwise you will be penalized according to "Cancel Conditions"

Cancellation Condition

Cancellation Conditions are rules which are necessary to follow if you need cancel the reservation. In accordance with legal point of view it is two-sided contractual relations – client & Tourist Service Standard, s.r.o. – Arteuz.com. These rules are obligatory for both parties to a contract. In the reservation form you have to confirm by ticking that you have read "Cancellation Conditions". By this operation the contract will take effect. If you don´t tick the check box, reservation form won´t be possible to send.

Note: This wording is default and usual with most of travel agencies in the world.
1. You will be charged just if you confirm reservation and price and receive Voucher.
2. If the cancellation is made 3 or less working days (excluding Saturday, Sunday) prior to the his/her arrival, clients will be charged for first (one) night rate per room, only inclusive of handling fee of 15 euro. And it is the same case if they will not arrive.
3. If the cancellation is made at more than 3 working days (excluding Saturday, Sunday) before his/her arrival, clients will be charged only the handling fee of 15 euro. You will be notified about any card debit by e-mail.
4. The arrival time is set at 2 o´clock P.M. of the hotel time (Central European). This time is binding on cancellation conditions. Beware! You are not supposed to cancel your reservation directly in the hotel reception.

Hotel standard specification ? Rules and practical information? Check-in time? Check-out time

Check-in and Check-out time is similar in all Prague hotels. However, there are some small variations in each hotel. It is possible to arrive into the hotel earlier and leave the hotel later then is usual time but it is necessary to consult this matter in advance in the hotel you have chosen.

Usual accommodation time: Check-in is approximately between 12:00 – 14:00. You have to count with possible later check-in by the hotels with lower capacity, mostly at 2 p.m. sometimes even a bit later. Regarding apartments & suites cleaning may take a longer time so it is necessary to count with later check-in.

General hotel practice is check-out in the hotel reception not later then at 11 a.m.

Frequency and range of cleaning and changing bed linen is stated by standard specification in accordance with hotel category: " THE OFFICIAL STANDARD CLASSIFICATION OF ACCOMMODATION FACILITIES IN THE CZECH REPUBLIC" you can see at web page: http://www.hotelstars.cz/?lng=en

In the Czech Republic there is a rule "THE OFFICIAL STANDARD CLASSIFICATION OF ACCOMMODATION FACILITIES IN THE CZECH REPUBLIC". Information about this is available on following webpage: http://www.hotelstars.cz/?lng=en This rule is optional for the present.

This means that it is not reclaimable but it is generaly used. Level of the hotel service in Prague is comparable with level of service in EU countries. Operation of the hotels further clarify „The Trades Licensing Act“, which determine the rules for enterprise and travel business. There is taken control of keeping of the rules of „The Trades Licensing Act“. Trades Licensing Office has competence of sanction for breach of the law, in some case withdrawal of „The Trades Licensing Act“ which is necessary for running of the hotel.

There is a very good system of fire prevention in the Czech Republic. Each hotel must have approved plan of evacuation in case of fire. Part of evacuation is a plan of escape ways. For example room doors must have special fire protection, there must be special marking of escape ways, emergency separate lighting and other precautions. Function of fire-extinguisher is controlled every year and there are practised regular controls of observance of the fire rules.

Rack rate, VAT and breakfast

VAT is tax provided by law. VAT is added to the price of goods and to the services. There is a reduced rate 5% for hotel services currently. Basic rate 19% concern about alcoholic drinks or cigarettes for example. Foodstuffs are mostly in 5% tariff. Some of smaller hotels are not taxpayers. All rates stated in Arteuz price list on websites www.arteuz.com are inclusive of VAT.

Rack rate is price for accommodation which you pay if you book a room directly via hotel.

In section „Special offers“ on websites www.arteuz.com you can find reduced prices than are hotel rack rates, eventually various packages. There is always some advantage for a hotel guest in comparison with standard rates and services.

In most of price lists on websites www.arteuz.com is breakfast included in the price of accommodation. In each of price lists there is stated if is breakfast included in the price or not

Reclamation of the reservation

You have to make reclamation via e-mail address reservations@arteuz.com Herein write into an email your Name, booking ID No., etc. and description reclamation problem.

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