TonyResort

Internal rules of procedure

1. Basic concepts

Event Customer is a natural or legal person who orders accommodation, catering, space (indoor and outdoor) rental services, outdoor and indoor entertainment provided by TonyResort Hotel for conferences, private, business and other events and celebrations and signs a service contract or confirms the order of agreed services by advance payment.

A Hotel Guest is a natural or legal person who orders accommodation, catering services and indoor and outdoor entertainment provided by TonyResort Hotel.

A Restaurant Guest is a natural or legal person who orders catering services.

These Rules and Regulations set out the terms and conditions of service and the rights and obligations of guests at the TonyResort Entertainment and Leisure Complex (hereinafter referred to simply as the Hotel).

2. Procedure for making and confirming a reservation

Reservations for the Hotel for the provision of services must be made on the website www.tonyresort.lt or sent by e-mail [email protected] or verbally by calling +37061144445;

When making a reservation with the Hotel, the guest must specify the number of guests arriving, his/her name and surname, contact information (email and mobile phone number), the type of room requested, the number of rooms, the arrival and departure dates.

Upon receipt of the reservation (by one of the methods indicated above), the Hotel shall provide the Guest with detailed information about the services of the Hotel to be reserved, indicating the requested reservation fee for the reserved services of the Hotel - and informing the Guest of the methods by which the Guest may pay the reservation fee.

Booking fee - 100% of the cost of the services booked. Except in exceptional cases.

Upon receipt of the Guest's reservation fee for the reserved services provided by the Hotel, the Hotel confirms the reservation by e-mail.

3. Cancellation procedure

In case of cancellation of the reservation by the individual guest at least 72 hours before the arrival date specified in the reservation confirmation, the reservation fee paid by the guest according to the pre-paid invoice for the reserved services provided by the Hotel shall be refunded to the guest's bank account specified by the guest.

In case of no-show and advance arrival of an individual guest (at least 72 hours before the day of arrival) without informing the Hotel, a charge equal to one day's room rate for the type of room booked will be levied for the actual downtime of the Hotel room.

Cancellation procedure for groups (10 rooms or more):

- If the Hotel is notified of the cancellation of a group accommodation and/or catering reservation 30 calendar days prior to the arrival date specified in the reservation, the Hotel will not charge a cancellation fee;

- If the cancellation of a group accommodation and/or meal reservation is notified more than 30 calendar days before the arrival date specified in the Hotel's Service Reservation, a cancellation fee of 25 % of the total price of the accommodation and/or meal reservation as specified in the Hotel's Service Reservation is charged;

- If the cancellation of a group accommodation and/or meal reservation is notified more than 14 calendar days before the arrival date specified in the Hotel's service reservation, a cancellation fee of 50 % of the total price of the accommodation and/or meal reservation as specified in the Hotel's service reservation is charged;

- If the cancellation of a group accommodation and/or meal reservation is notified more than 14 calendar days before the arrival date specified in the Hotel's Service Reservation, a cancellation fee of 100% will be charged for the total price of the accommodation and/or meal reservation as indicated in the Hotel's Service Reservation.

4. Guest arrivals / accommodation services

Check-in is from 15:00 and check-out is until 12:00.

Guests and persons accompanying them are required to present a valid ID upon arrival at the Hotel.

Upon arrival at the Hotel, the Guest(s) shall be provided with a Guest Card, which shall be filled in with the details of a valid personal document (passport, ID card), or the Hotel Administrator shall use the details of the document provided by the Guest when registering the Guest and return the personal document to the Guest upon the completion of the registration. The Hotel Administrator reserves the right not to accept for check-in persons who refuse to provide the required identity documents.

The guest must pay the bill on the day of arrival, unless, in exceptional cases, 100% of the reservation has been paid in advance.

Individuals can pay with cash (EUR), bank credit cards or a valid Gift Voucher.

An extra seat is available for the accompanying person(s) at an extra charge, upon request. For extra bed rates, please contact the hotel reception.

Guests staying less than 24 hours are charged the full daily rate, regardless of the check-in time.

Late departures are available upon request and subject to additional charges, depending on the desired departure time. The availability of late check-out is clarified on the day of departure.

Guests who have paid for the services provided by the Hotel but decide not to use them will not receive a refund. If the Guest leaves the Hotel earlier than the time stipulated in the reservation, i.e. without having stayed for the full period of time, the Guest will not be refunded the money for the time not spent.

The hotel is open 24 hours a day, every day. From 22:00 in low season (1 October to 30 April) and from 23:00 in high season (1 May to 30 September), the entrance to the reception building is locked, but guests are greeted by a receptionist as soon as they press the call button on the door or call the reception on +37061144445.

The hotel is pet-friendly. Guests with pets must inform the property in advance. Pets are subject to an additional charge at the time. Please contact the property for details.

The Hotel reserves the right to refuse entry to unwanted persons in accordance with the Hotel's internal rules of procedure and other local or national regulations.

Persons under the influence of alcohol, narcotic drugs or psychotropic substances are not allowed to visit the hotel premises and endanger the safety of themselves or others. Guests suspected of being under the influence of alcohol, narcotic drugs or psychotropic substances, whose behaviour is inappropriate, may disturb the peace of other guests, endanger the safety of other guests, contravene morality and other socially accepted norms of behaviour, may be asked by the staff to leave the territory of the Hotel or, in case of a conflict, to call the police or other competent authorities, in addition to the refund of the service fee paid.

In the event of loss or damage to the Hotel's equipment, the perpetrators will be liable to pay for the damage caused. If the damage prevents other guests from being accommodated, the full room rate will be paid for the duration of the damage.

Parents/guardians or accompanying adults are fully responsible for the health, safety, proper behaviour and compliance with these rules of children under 18 years of age and disabled persons staying in the Hotel. The Hotel is not responsible for children left without adult supervision.

For all services/goods purchased/used by the Hotel's guests, but for some reason left unpaid, the Hotel will send an invoice by email detailing the unpaid services and their prices. If the guest fails to pay the invoice within the time limit specified in the invoice, the Hotel has the right to contact the relevant law enforcement authorities and/or debt collection service providers to collect the debt.

Filming and photography in the hotel's grounds and premises is subject to written permission from the management.

For your security, the hotel has CCTV cameras in the common areas.

5. Responsibility and storage of items

Guests are required to keep valuables in the in-room safe. If there is no safe in the room, please leave valuables in the safe at reception. The hotel is not responsible for items left outside the safe.

Hotel staff will return items left behind to their owners immediately if possible. Items lost by guests or found in the rooms are kept for a maximum of 3 months. Items belonging to a guest stored at the Hotel may be sent by post or otherwise transferred if the guest agrees to pay in advance the cost of postage or other delivery of the item(s).

Guests are directly responsible for the security of their valuables and other belongings. The Hotel shall not be liable for any personal belongings left in the common areas of the Hotel and/or any damage caused to them, or for any loss and/or damage caused by the Guest while using the services properly provided by the Hotel.

6. Prohibitions and recommendations

All items in the rooms or other areas on the premises are the property of the Hotel. Therefore, guests are not allowed to take away any items other than disposable hygiene products.

In rooms and common areas, it is forbidden to move furniture or carry it to other rooms, or to write on or otherwise damage walls, furniture and other equipment.

It is forbidden to accommodate more persons in a hotel room than instructed by the receptionist or to bring unauthorised persons without prior notice to the receptionist.

It is forbidden to leave small children unattended in rooms or other areas of the property.

In the event of equipment failure, please do not immediately notify the management.

Please do not leave electrical appliances switched on.

The storage of flammable, combustible, hazardous, odour-causing, chemical or other substances, any dangerous equipment, devices, materials, etc., in the rooms and other areas of the Hotel is strictly prohibited.

The use of blankets, towels and bed linen for outdoor activities and the removal of towels, bathrobes and other textiles in the room is prohibited.

Fireworks can be set off in the Hotel/Complex only during the Ordered Events, when ordered by the official fireworks service providers and only with written permission from the Hotel/Complex administration and Trakai District Municipality. The use of fire/other lights, balloons, confetti or other airborne pollutants is also prohibited. Violation of these rules is subject to a fine of up to EUR 1000.

The use of electrical appliances is prohibited, except where such appliances have been removed from the administration and the administration has been warned in advance of the use of such appliances. The use of various chargers: computers, telephones, shavers, hairdryers is not allowed.

It is forbidden to keep pets in the rooms without prior notification to the management.

It is forbidden to keep aggressive animals that may cause harm to other guests of the Hotel.

It is forbidden to disturb the enjoyment of other guests of the Hotel. If you notice that your stay is being disturbed, please inform the Hotel reception.

If the guest(s) violates the Lithuanian rules on noise restriction (control) during the evening and night, the person who violated the rules or the person(s) responsible for him/her/their (parents, guardians) is liable.

Smoking is strictly forbidden in the hotel rooms and on the terraces of standard rooms. The fine is EUR 50. Smoking is only allowed on the terraces of the private houses (Family Apartments and Suites) and in designated areas marked with appropriate signs.

It is forbidden to leave small children unattended in the rooms, restaurant and outdoor areas. Parents or guardians of minor children are responsible for their children's safety in the Hotel.

Bring tools, weapons or other instruments dangerous to health and life into the Hotel premises. Bring, use, store or consume any narcotic or other psychotropic substances. In all such cases, the management shall call the police.

It is forbidden to insult, humiliate, film or photograph staff and guests without their consent.

Bonfires (for cooking/cooking or other purposes) are not allowed on the property.

It is forbidden to damage the plants on the terraces of the chalets or on the hotel's grounds and outside the hotel grounds.

The hotel has a deep body of water (trout pond). Climbing, swimming, throwing rubbish or any objects into the pond is strictly prohibited.

It is forbidden to feed the fish in the pond with food you have brought with you.

Climbing and walking on the pond edges is forbidden, except in designated passageways.

7. Accommodation with pets

Pets can only be walked on leashes in the entire territory of the Hotel, and it is strictly forbidden to let pets run free in the territory of the recreation complex.

It is strictly forbidden to allow pets to defecate on ornamental plants and flowers on the grounds. Pet owners must immediately pick up all faeces from their pets. The Hotel Management may impose additional charges for non-compliance with the rules set out in this point.

Clients acknowledge that they are aware that rodent control measures are used in the maintenance of the premises and grounds, and therefore accept full responsibility for any damage to the health of, or injury to, clients or their pets, and agree that TonyResort Leisure & Entertainment Complex will not be held liable for any civil liability.

Arrivals with pets are subject to an additional charge, based on the size/weight of the pet, at the time.

8. Rules for the area of the hotel on Lake Gilušio

It is forbidden to swim in a disorderly manner, disturbing other holidaymakers.

Littering or other environmental pollution is prohibited.

It is forbidden to leave children unattended, both in the water and by the water.

The hotel's beach is subject to a cleanliness fee for guests staying outside the hotel. Guests staying at the Hotel are not charged a cleanliness fee from 15:00 on the day of arrival until 12:00 on the day of departure.

The hotel is not liable for valuables left unguarded, lost and/or damaged.

It is strictly forbidden to enter the water under the influence of alcohol or other psychotropic substances.

It is forbidden to cross the eco-nets on your own and to fish without a Fisherman's Ticket.

9. Saunas

Before choosing a sauna, guests are advised to have a health check and to consult their doctor to make sure they are in good health to use the sauna services. The Hotel accepts no responsibility for the guest's state of health and shall not be liable for or compensate the guest for any damage to his/her health and life, whether material or immaterial.

Bringing and using your own infusions and extracts is forbidden.

It is forbidden to pour water or other liquids on the stones yourself (in the electric baths), and the Hotel may charge additional fees if you violate these rules.

In wood-fired saunas, only natural water can be poured over the stones, without any additional impurities/additives.

It is forbidden to adjust the appliances in the sauna rooms.

It is forbidden to bring your own food and drinks purchased outside the Hotel premises.

10. Guests of TonyResort Hotel must

Comply with the Hotel's general rules of use.

Payment must be made in full for all services rendered (exceptions may apply in individual cases, subject to discussion with the Hotel).

Upon departure from the Hotel, hand over the key to the door, return the equipment provided by the Hotel to the receptionist, make sure that all the services have been paid for, and hand over the room booked to the receptionist.

Strictly comply with fire safety rules.

When leaving the room, make sure all electrical appliances are switched off properly: lights, TV, etc.

Remember to check that all hot and cold water taps are turned off tightly.

When you leave, make sure the room is securely locked and no unauthorised person can enter.

In case of any malfunction in the Hotel, you must immediately notify the Hotel Management.

A duplicate room key can only be issued upon presentation of proof of identity. A fine of EUR 15 applies if the room key is lost or damaged.

If the Guest does not vacate the room by 14:00 and cannot be contacted, or if the Guest maliciously fails to pay for the services rendered and does not vacate the room at the request of the Administration, the Administration reserves the right to move the items in the room to the Hotel's secure premises.

In case of emergency, guests must first contact the reception by phone +370 611 44445 or by short number from room 100.

Persons who do not agree to abide by these rules shall not be provided with the services of the Hotel and shall be required to leave the Hotel immediately.

11. Fire regulations

In the event of a fire, the guest must:
- Immediately notify the Hotel reception, tel. 100 or +37061144445 and the Fire and Rescue Service, tel. 112;
- Move away from the danger zone and act in accordance with the instructions of the Hotel staff or the fire brigade.
- All rooms in the complex have floor plans and evacuation diagrams indicating the location of the room and the nearest emergency exits. Guests must leave their room after closing windows and doors; if corridors and stairwells are smoke-filled and it is not possible to leave, guests should remain in their room with windows wide open. A tightly closed door can provide long-term protection against dangerous temperatures. To avoid smoke poisoning, it is recommended that the guest cover the cracks and ducts of the ventilation system with towels or bed linen moistened with water;
- Make every effort to inform the Hotel staff of your whereabouts by telephone and other means;
- When the firefighters arrive at the scene, go to the window and call for help.

12. Guest service and housekeeping at TonyResort Hotel

Breakfast is served daily from 08:00 to 11:00. From 11:00 to 12:00 There is a technical break in the hotel restaurant.

Room service is available from 08:00 to 20:00.

Towels and bathrobes are changed daily in the living rooms, and bed linen every 3 days.

Cleaning in living rooms takes place after 14:00 (unless otherwise requested by the guest).

For security reasons, the Hotel staff has the right to enter the rooms of the Hotel without prior warning.

Hotel staff can carry out minor repairs to rooms and equipment, as well as exterior work, without disturbing guests' rest.

13. Cars

Guests arriving by car and leaving their cars in the hotel car park are required to provide the car number when checking in at the hotel, in case of need to maintain general order.

Vehicles must be parked in designated parking spaces.

Parking is free of charge for hotel guests during their stay.

It is forbidden to leave the car or other motor, mechanical and electric vehicles after leaving the territory of the Hotel by other transport. The Hotel does not provide vehicle storage services. In case of violation of these rules, additional charges may be applied by the Hotel Management.

It is forbidden to park your car (or any other motorised, mechanical or electric vehicle) on the lawn or in any other parking space not provided. Failure to comply with the rules set out in this point shall be subject to a fine of EUR 50 for each offence.

The guest is responsible for any damage caused by his/her transport and for paying for it. For each case of damage caused (e.g. grease stains left behind), the guest is subject to a fine of EUR 30.

Hotel guests can charge their electric cars free of charge (charging time up to 2 hours).After 2 hours of charging, please grab your electric cars and pass the charging to other guests.

14. Catering

Breakfast is served at the hotel on all days (I-VII) from 08:00 to 11:00.

Breakfast can be provided in the room for an extra charge.

A takeaway breakfast box is available for guests checking out before 08:00 and upon request. Guests must inform the Hotel reception the day before 08:00 for early departures before 08:00.

Consumption of food and beverages brought by guests is only allowed in the rented rooms of the Hotel. Each guest is responsible for the quality of the food/beverages he/she brings. The guest is responsible for the consequences of inadequate food quality. The Hotel is not obliged to take care of the serving and storage of the food and beverages brought with it.

15. Terms and conditions for the purchase and use of hotel gift vouchers

Hotel gift vouchers can be purchased at the Hotel reception, on the website www.tonyresort.lt or by contacting the reception on the contact number or by email. Purchase of a gift voucher requires immediate payment.

The Hotel has the right to amend and supplement these rules for the purchase and use of gift vouchers at any time. The rules in force at the time of purchase of the gift voucher shall apply. The purchaser and/or holder of the gift voucher agrees to the Hotel's terms and conditions for the purchase and use of gift vouchers.

The Hotel accepts no risk and assumes no liability for any loss or damage suffered by the purchaser of the gift voucher and/or the holder of the gift voucher as a result of not having read these rules.

If there is a difference between the purchaser of the gift voucher and the user of the gift voucher, it is the responsibility of the person who paid for the gift voucher to ensure that the holder of the gift voucher is aware of these rules.

The gift voucher is only valid when booking directly, by phone +37061144445 or by email [email protected]

Upon booking any of the Hotel's services, the Gift Voucher Holder is deemed to have read the Hotel's Terms and Conditions and agrees to be bound by them.

Guests must inform the Hotel in advance (at the time of booking and prior to the start of the Service) if they wish to pay for the Service with a gift voucher. Reservations are subject to availability of the Hotel.

The gift voucher is non-refundable and non-exchangeable.

Services specified in the gift voucher are not exchangeable for other services. No refunds will be given if they are not used.

The gift voucher must be used once.

If the cost of the selected Hotel services exceeds the amount indicated on the gift voucher, the difference must be paid locally by the voucher holder. If the price of the Hotel services chosen is less than the amount stated on the gift voucher, the difference is not refundable.

If a guest wishes to stay in a room category other than the one indicated on the gift voucher, surcharges will be applied according to the prices in force on that day.

The gift voucher is valid only on the dates indicated on the voucher. If the gift voucher is not used within the validity period, it becomes invalid and no refund is given. The gift voucher is not renewable.

A gift voucher with a monetary value is multifaceted. The VAT invoice for this voucher is issued after the service has been provided, to the person to whom the services are actually provided.

Dovanų čekis laikomas panaudotu, kai svečiai rezervuoja paslaugas ir neatvyksta. Rezervavus Dovanų kupone nurodytas paslaugas, jas atšaukti, neprarandant galimybes panaudoti Dovanų kupono kitą kartą, galima jei paslaugų rezervacija atšaukiama mažiau nei 72 valandoms iki jų rezervavimo duomenų ir apie paslaugų atšaukimą pranešama el. paštu: [email protected]

16. Final provisions

Any guest who causes damage to the hotel, guests' property and/or health shall be liable in accordance with the procedure established by the laws of the Republic of Lithuania. Parents or guardians of minors are liable for damages caused by minors. The amount of damage caused to the Complex by guests or persons invited by them shall be determined by the Hotel administration.

In case of any comments or complaints about the quality of the rooms, facilities, furniture, bed linen, guests are advised to immediately contact the Hotel reception.

The hotel administration shall not be liable for any claims made by guests and shall not be liable for any material and/or non-material damage suffered by guests in the event of non-compliance with these rules and guidelines by the guest or the persons accompanying the guest.

Guests are informed that the Holiday Complex is considered a public place where, for marketing purposes, the Hotel Management has the right to take photographs of the area of the Holiday Complex, including the guests present at the time. Each Guest visiting the Holiday Home shall be deemed to have consented to being photographed in the Holiday Home and agrees that such photographs may be made public.

The liability of the parties for non-performance of the contract for the services provided by the Hotel in the event of FORCE MAJEURE circumstances shall be governed by Article 6.212 of the Civil Code of the Republic of Lithuania.

All information that the Hotel and the Guest have learned in the course of cooperation is confidential and may not be passed on or otherwise disclosed to a third party without prior written agreement, except where disclosure of the information is required by the laws of the Republic of Lithuania and other legal acts.

When collecting, processing and storing the data and information provided by the guest, the Hotel shall be guided by the Personal Data Protection Law of the Republic of Lithuania and other legal acts regulating the procedure for collecting, processing and storing personal data.

Any disputes arising between the Hotel and guests must be settled by negotiation. If the dispute cannot be resolved by negotiation, the disputes shall be settled in accordance with the procedure established by the laws of the Republic of Lithuania in the competent court according to the place of the Hotel's registered office, as indicated in the Register of Legal Entities. Article 30(11) of the Civil Code of the Republic of Lithuania provides that an action in respect of consumer contracts may also be brought at the place of residence of the consumer.

The hotel's management accepts guests' requests and suggestions on how to improve the quality of service. Written suggestions and complaints shall be considered at periodic meetings of the Hotel Management.

Persons who do not agree to abide by these rules shall not be provided with the services of the Hotel and shall be required to leave the Hotel immediately..

Have a peaceful and enjoyable rest. You are always welcome at the TonyResort Hotel !