These General Terms and Conditions ("GTC") govern the terms of bookings and payments for accommodation services provided by Hotel Residence Agnes, Haštalská 19, 110 00 Prague 1. The hotel is operated by Haštalská 19, spol. s r.o., company ID No. 26493624, registered at Seifertova 617/26, Prague 3, 130 00, and recorded in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 85731.
All correspondence should be sent to Hotel Residence Agnes, Haštalská 19, Prague 1, 110 00.
The operator is also the data controller of the personal data processed during the booking process.
Accommodation bookings are made via an electronic booking form on our website. Before submitting a reservation, the client has the opportunity to check and modify the entered information. By submitting a reservation, the client confirms that they have read and agree to these GTC and the Privacy Policy . The accommodation contract is concluded at the moment the hotel confirms the reservation.
There are two types of bookings available through our website:
• Standard Booking with Free Cancellation up to 48 Hours Before Arrival: Payment is made at reception upon arrival. A valid credit card is required to guarantee the booking and may be pre-authorized.
• Non-refundable Booking: Requires immediate payment through a secure payment gateway. After submitting the reservation, the client is automatically redirected to a payment gateway operated by Global Payments, where the full amount is paid instantly. This payment is non-refundable.
The method of payment depends on the type of booking selected:
• Standard Booking: Payment is made at reception. A valid credit card is required to guarantee the booking and may be pre-authorized.
• Non-refundable Booking: Payment is made immediately after being redirected to the secure payment gateway operated by Global Payments.
Online payments are processed via the secure payment gateway provided by Global Payments Europe, s.r.o.
We accept payments by:
• Visa
• Master card
• Maestro
• And other methods according to the current offer of the payment gateway
The security of payment transactions is ensured using encrypted protocols and 3D Secure 2.0 technology, which complies with the European PSD2 Directive on Strong Customer Authentication (SCA).
The payment gateway and its operator (Global Payments) are fully certified according to the PCI DSS (Payment Card Industry Data Security Standard), which sets strict rules for the secure processing of payment card data.
The hotel never has access to your payment card information – such data is processed exclusively by the payment gateway provider.
Cancellation conditions vary depending on the selected rate and are specified during the booking process:
• Standard Booking: Free cancellation is possible up to 48 hours before the planned arrival. If canceled later or in the event of a no-show, a cancellation fee equal to the first night may be charged.
• Non-refundable Booking: This booking type cannot be canceled or modified, and the amount paid is non-refundable.
All cancellations or booking modifications must be submitted in writing via email to agnes@residenceagnes.com.
8.1. If it is not possible to solve the problem on the spot, please send your complaint to agnes@residenceagnes.com no later than 14 days from the date of your stay. Your complaint will be reviewed and possible compensation will be proposed based on applicable legal regulations.
8.2. If you have any concerns about the quality of the accommodation or services provided, please try to resolve them immediately on site with our staff and allow them to rectify the situation as quickly as possible.
8.3. Dispute Resolution:
Any disputes between the guest and the operator shall be resolved primarily by mutual agreement. If no agreement is reached, the consumer has the right to contact the relevant authority for out-of-court settlement of consumer disputes:
Czech Trade Inspection Authority (Česká obchodní inspekce)
Štěpánská 567/15, 120 00 Prague 2
Website: www.coi.cz
Consumers can also use the EU online dispute resolution platform:
https://ec.europa.eu/consumers/odr
During the booking and payment process, we collect the following personal data: name, surname, email, phone number, booking details, and (for payments) the necessary payment data.
We process your data solely for the purpose of handling the reservation and in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR). Data is retained only as long as necessary and is not shared with third parties, except for trusted partners such as Global Payments acting as payment processors and contractual partners.
For full details on how we process and protect your personal data, please refer to our Privacy Policy.
For any questions, data modifications, or deletion requests, please contact us at: agnes@residenceagnes.com or +420 774 941 258
These Terms and Conditions are effective as of 21 May 2025.
We reserve the right to update or amend these Terms at any time. Any changes will be published on this page and will become effective immediately upon publication. Clients are encouraged to review this page regularly to stay informed of any updates.
