Complaints Policy

1. Introductory Provisions

1.1. This Complaints Policy governs the procedure for asserting rights arising from defective performance between Hotel Analytics s.r.o., Company ID: 06723756, with registered office at Krakovská 582/23, 110 00 Prague 1 (hereinafter referred to as the "Provider”), and business entities using the Best Guest service (hereinafter referred to as the "User").

1.2. This Complaints Policy applies exclusively to contracts concluded between business entities (B2B).

2. Assertion of Rights from Defective Performance

2.1. The User is obliged to notify the Provider of any defect in the Service without undue delay after discovering it, or after it could have been discovered with due care.

2.2. The complaint must include a description of the defect and evidence of its occurrence, and may be submitted via e-mail to support@bestguest.cz.

2.3. The right to assert claims arising from defective performance shall lapse if not exercised without undue delay after the defect has been discovered.

3. Complaint Resolution

3.1. The Provider will address complaints within a reasonable period, taking into account the nature of the asserted defect.

3.2. If the Provider finds the complaint justified, it shall remedy the defect without undue delay or provide an appropriate discount on the service price.

4. Limitation of Liability

4.1. The Provider shall not be liable for defects or damages caused by improper use of the Service by the User or a third party, nor for defects resulting from force majeure or circumstances beyond the Provider’s control.

4.2. The Provider is not liable for any damage exceeding the value of the ordered Service.

5. Final Provisions

5.1. This Complaints Policy is effective as of June 28, 2025.
5.2. Any rights and obligations not regulated in this Policy are governed by applicable laws of the Czech Republic.