Our Policies

By using our services/making a reservation on the website www.luxe-living.eu, by any portal, email or by phone, guests accept LUXE LIVING REGULATIONS below

1. Apartments are rented on a per night basis

• Check-in is from 15:00-21.00 on the day of arrival. Late check-in is available on request and may incur extra cost (see LATE CHECK-IN FEES below)
• Check-out is by 11:00 on day of departure. Late check-out may be available depending on availability, requiring Host approval and may incur extra cost

2. Key collection on arrival at the apartment. Upon departure, keys should be returned to the property manager or left in the apartment.
3. Payment Terms:

• 50% of total reservation price when making reservation (non-refundable)
• 50% of total reservation price 30 days prior to arrival date
• 100% of total reservation price, if reservation made within 30 days of arrival date
• 100% must be settled no later than 21 days prior the arrival. If not paid this may result in the cancellation of the reservation
• Cancellation Refunds: Please refer to Refunds/Terminations Policies below

4. A one-time service fee for preparing the apartment is added to the cost of the reservation and is displayed when making the reservation and automatically added to the booking price.
5. A security deposit is required for each reservation. The amount required will be displayed at the time of making the reservation and included in the reservation confirmation email. Deposit may be in the form of cash on arrival or bank transfer and will be agreed with the Host prior to the arrival date. Refund of the security deposit will be via bank transfer to the bank account of the Lead Guest
6. Change of Reservation Dates may occur anytime up to date of arrival depending on availability. Change of date will incur an admin fee of 100pln payable prior to arrival.
7. A confirmation e-mail containing all details of the apartment, price and dates of stay will be sent on completion of the reservation.
8. Guests are expected to adhere to all Luxe Living House Rules (see below). Serious breach may result in termination of the stay, after which Guests will be required to leave the apartment. Any costs for repairs will be paid to the Host.
9. The apartment is rented for the number of guests stated on the reservation. In any case number of guests must not exceed the maximum displayed on the Luxe Living website. Any change to number of guests must be approved by the Hosts.
10. ALL Guests are obliged to take care of the Apartment and common areas within the apartment building. Failure to do so and/or any damage caused, or costs incurred by the Hosts due to actions by any guest may incur loss of deposit in whole or part thereof. Any damage or otherwise must be reported to the Hosts immediately.
11. After departure, the Lead Guest will have 48 hours to report any damages resulting any guest during the stay. This notification may be in the form of WhatsApp. SMS, telephone or e-mail and will be acknowledged by the Hosts to agree resolution.
12. Luxe Living reserves the right to charge the credit / debit card provided by the Guest during the booking process. In the absence of card details, the Guest is obliged to pay an invoice issued by Luxe Living to cover the damage. The amount of the damage is determined on the basis of the valuation or invoices presented to the Guest.
13. Guest Arrival:

• Lead Guest will be required to show valid ID or Passport to confirm identity of the booker to gain entry and have keys handed over
• The Hosts or Property Manager reserves the right to refuse entry or hand over keys to the guests in the event that the Guest does not have a document confirming identity
• The Hosts or Property Manager reserves the right to refuse entry or hand over if any guest in the group appears to be under the influence of alcohol or intoxicants or behaves aggressively.

14. All sets of Keys to the apartment should be kept secure. In the event of any loss, Guests will be charged with the cost of replacing the lock insert.
15. Luxe Living is not responsible for damage or loss of any property of the Guests lost during the stay or left in the premises on departure.
16. Period of stay may be extended. All requests to be approved by the Hosts and will be dependent on availability and agreement of price between the parties.

LATE CHECK-IN POLICY

Arrival 21:00 – 22:30 Late check-in fee 50 pLn

Arrival 22:31 – midnight Late check-in fee 100 pln

Arrival 00:01 – 01:00 Late check-in fee 150 pln

Arrival After 01:00 Keys in lock box or collect direct from Property Manager

  (formal check-in will take place later same day)

HOUSE RULES:

1. Strictly no smoking or taking of illegal substances in the apartment or common areas of the building
2. Keep the noise to a minimum between 10pm and 8am (if very noisy, neighbours may call the police)
3. Absolutely NO parties or events
4. We request that Guests follow the EU Garbage Segregation Rules, which are clearly displayed in the kitchen area and on the apartment bins provided. Guests should place full garbage bags in the designated bins outside to the rear of the building
5. Please Lock the apartment door with keys at all times when leaving.

CANCELLATION POLICY:

1. Cancellations received at least 14 days prior to arrival will result in refund of all fees paid to date
2. Cancellations received within 14 days of arrival and before 7 days prior to arrival 50%
3. Cancellations with 7 days 100%
4. Extenuating circumstances causing cancellation (eg COVID-19) will be considered on a case by case basis. Guests should contact the Hosts direct in this instance

TERMINATION OF CONTRACT/RESERVATION

1. If Reservation cost has not been paid 21 days before arrival the Host reserves the right to cancel the reservation. In such a case 50% of cost of reservation will be refunded
2. The Host may cancel the reservation if, for objective reasons (force majeure – see below), it is not possible to use the reserved Premises. In such a case a full refund or credit for future use will be offered
3. In the event of unforeseeable circumstances, the effects of which cannot be immediately eliminated by standard means, Luxe Living reserves the right to offer the client a replacement Apartment similar to the Apartment originally booked in the same or another facility.
4. In the event of a serious breach of House Rules, Luxe Living reserves the right to terminate the contract with immediate effect. In such a case no refund will be given.

FORCE MAJEURE

In no event shall the Host be responsible or liable for any failure or delay in the performance of its obligations arising out of or caused by, directly or indirectly, forces beyond its control, including, without limitation, strikes, work stoppages, accidents, acts of war or terrorism, pandemic, civil or military disturbances, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services; it being understood that the Host shall use reasonable efforts to resolve such issues as is normal practice.

LUXE LIVING COMPANY DETAILS:

Luxe Living Hanna Bartyzel
ul. Worcella 10/4
31-154 Kraków
NIP: 6442854127
REGON: 146900650

COMPLAINTS RELATING TO LUXE LIVING SERVICES

1. A complaint is deemed to be all requests, complaints and grievances relating to:
       a. Existing conditions of the stay in the rented apartment differing from the standard specified in the catalog or published information;
       b. Defects or deficiencies in the equipment of the apartment deviating from the standard specified in the catalog or published information;
       c. Guest service standards by Luxe Living.
       
2. Complaints should be reported to Luxe Living and submitted in writing or in an equivalent electronic form addressed to Luxe Living within 7 days from the occurrence of the situation related to the complaint.
3. Guest submitting the complaint should provide their personal data along with the current mailing address, e-mail address, contact telephone number and reservation number.
4. Complaint should include the designation of the apartment occupied by the advertiser and a complete description of the situation subject to the complaint, as well as a precise definition of the claim.
5. Complaints of the required form and content will be considered within 14 working days from the date of their submission.
6. Correspondence that does not meet the conditions set out in point. 3 and 4 will not be considered.

ONLINE PAYMENTS HANDLING

Electronic payments are handled by PayPro SA (PayPro) with its registered office in Poznań, Kanclerska 15 (60-327), entered into the register of entrepreneurs of the National Court Register kept by the District Court Poznań Nowe Miasto & Wilda, 8th Commercial Division of the National Court Register under the number KRS 0000347935, NIP number 7792369887, with a share capital of PLN 4,500,000.00, fully paid up and to the register of domestic payment institutions kept by the Polish Financial Supervision Authority under the number UKNF IP24 / 2014.

COMPLAINTS RELATING TO PAYMENT PROCESSING

The Payer's complaint relating to processing by PayPro may be submitted in the form of an electronic message sent to the address serwis@przelewy24.pl or via the electronic contact form available on the website at: https://www.przelewy24.pl/kontakt/reklamacja. The claimant may also submit a complaint in writing by post to the following address: PayPro SA, ul. Kanclerska 15, 60-327 Poznań, or directly at the organizational unit indicated by PayPro where the Customer Service Office is located. Complaints submitted verbally are also considered: by phone or in person for the record during the advertiser's visit at PayPro.