RULES OF THE Q HOTEL CLUB LOYALTY PROGRAM
I. GENERAL PROVISIONS
1. These Regulations set forth terms and conditions for the membership in the Q Hotel Club Loyalty Program (hereinafter referred to as the “Q Hotel Club Loyalty Program”) and rules regarding its operation.
2. The Q Hotel Club Loyalty Program is intended for natural persons who are Guests in one of the hotels or restaurants that form part of the Q Hotel chain, as referred to in section II item 1 below, and seeks to reward regular customers of the hotels or restaurants that form part of the Q Hotel chain by way of enabling them to benefit from the services provided by such hotels or restaurants at special rates and to be awarded rewards, as well as to get and collect points that can be exchanged for extra discounts and other bonuses during a stay at any of the hotels or a visit to any of the restaurants referred to herein.
3. The Q Hotel Club Loyalty Program is operated by Main Q Hotel Spółka z ograniczoną odpowiedzialnością with its registered office in Kraków at ul. Lea 202a, e-mail: marketing@qhotels.pl, hereinafter referred to as the Operator.
II. CONDITIONS FOR THE MEMBERSHIP IN THE PROGRAM
1. A member in the Q Hotel Club Loyalty Program can be any natural person who is of age and a Guest in any of the hotels that form part of the Q Hotel chain, i.e.:
a. Q Hotel Plus Kraków at ul. Wygrana 6, 30-311 Kraków,
b. Q Hotel Kraków at ul. Radzikowskiego 142, 31-342 Kraków,
c. Q Hotel Plus Wrocław at ul. Zaolziańska 2, 53-334 Wrocław,
d. Q Hotel Grand Cru Gdańsk at ul. Rycerska 11-12, 80-882 Gdańsk,
e. Q Hotel Plus Katowice at ul. Wojewódzka 12, 40-026 Katowice,
f. Q Hotel Wrocław Bielany at ul. Szwedzka 7, 55-040 Bielany Wrocławskie, Commune of Kobierzyce
or any restaurant that forms part of the aforementioned hotels, and who expressed its intention to become a member in the Q Hotel Club Loyalty Program by completing an e-form at the reception desk or by registering on the website www.club.qhotels.pl, and who granted the consent to the processing of personal data for the purposes related to the operation of the Q Hotel Club Loyalty Program.
2. The membership in the Q Hotel Club Loyalty Program is confirmed by the opening of an individual account as a result of the completion of an e-form at the reception desk or registration on the website club.qhotels.pl by the Guest.
3. The account is registered and may only be used by its owner, hereinafter referred to as the loyalty program member.
4. A hotel Guest may only have one account designated with a unique ID, within the loyalty system.
5. Members in the Q Hotel Club Loyalty Program may not use more than one account at a time or collect Points via more than one account.
6. Members in the Q Hotel Club Loyalty Program can log into the booking system through their own accounts and can make bookings on the website of the Q Hotel Club Loyalty Program or on the Hotel’s own website (upon verification of their participation in the program with the use of their e-mail address and password) at special rates offered only to the Q Hotel Club Loyalty Program members.
7. A discount for members in the program is applicable only to persons who during the verification process provide their e-mails and passwords and with the same e-mails make their bookings online.
8. Discounts for members in the program are not applicable to any family events, company events or conferences.
9. The program is also intended for corporate Guests, i.e. for persons who use hotel services on special terms specified in corporate agreements and who stay at the hotels selected. If a customer makes a payment independently or if the company pays for the hotel services booked, points are credited to the person who physically stays the hotel. However, such a person may not be entitled to be granted a discount under the loyalty program if the hotel services are already paid for at special rates provided for in a corporate agreement.
10. Hotel and restaurant services can be offered at a discount of up to PLN 1 +8% VAT.
11. Hotel directors may upgrade the status level of Guests who have been frequent hotel and restaurant clients of the Q Hotel chain before the Q Hotel Club Loyalty Program was introduced.
12. In keeping with the Q Hotel Club Loyalty Program, the members therein are assigned one of the following four status levels:
STATUS 1 – Bronze – is assigned after an account has been opened under the loyalty program;
STATUS 2 – Silver – is assigned after a member has been credited 1,000 points under the loyalty program;
STATUS 3 – Gold – is assigned after a member has been credited 2,000 points under the loyalty program;
STATUS 4 – Platinum – is assigned after a member has been credited 3,000 under the loyalty program.
Information concerning the current status level is visible on the Customer Panel. The status levels entitle to the following discounts:
Q Hotel Club Discount Table
Welcome drink (house wine, prosecco, juices, carbonated drinks or water)
VIP and VIP II extras – supplementary room equipment for Gold and Platinum Guests.
Early check-in – before 2 p.m.
Late check-out – after 12:00 a.m.
Free upgrade – if a higher standard room is available for the entire stay.
Availability guaranteed 3 days before arrival – a guarantee that a room will be available 3 days before arrival.
Discounts on room rates may not be combined with other special offers available on the hotel’s website.
Discounts on restaurant food may not be combined with other special offers in hotel restaurants.
III. CONDITIONS FOR SPECIAL PRICES AND POINTS:
1. The status level assigned to the loyalty program member cannot be changed to a lower one, except for when the Q Hotel Club Loyalty Program member.
2. Discounts are available to all loyalty program members and are taken into account when a member:
a. makes a booking on the qhotels.co.uk or club.qhotels.co.uk website after the verification of the membership by entering his/her e-mail address and password or by logging on to the program website.
b. makes a booking by e-mail, telephone or directly at the hotel, providing reference to membership in the program at the time of ordering.
c. uses restaurant services also by way of referring to the membership the program before ordering, both when ordering 'per room' and when paying the bill on the spot.
3. The discount is valid for bookings of up to 2 hotel rooms during a single booking. The Q Hotel Club Loyalty Program member, who makes the booking, must physically stay in one of the rooms.
4. The welcome discount of 25% is applied to standard rates listed on the hotel website and is valid on the following offers: Price of the Day, Price of the Day with breakfast, Hot Deal, Hot Deal with breakfast. It can be applied only once to the loyalty program member.
5. The 25% welcome discount is considered to have been used and cannot be used again if a booking using this discount is cancelled or the Guest does not complete the stay.
6. Discounts are not applicable when:
a. The Q Hotel Club Loyalty Program members who have made a booking through a booking system other than the website or loyalty program website.
b. The Q Hotel Club Loyalty Program members have benefited from corporate or negotiated prices.
c. The Q Hotel Club Loyalty Program member has made a booking through a travel agency or tour operator.
d. The stay for the program member is organised and paid by an external company.
e. The Q Hotel Club Loyalty Program member did not inform about the membership in the loyalty program after checking out or after closing the account.
f. The Q Hotel Club Loyalty Program member has benefited from a special offer in a restaurant other than that which is covered by loyalty discounts; the foregoing applies to all special offers available in the Q Hotel chain restaurants (information about special offers is available on the website of individual hotel restaurants).
g. The Q Hotel Club Loyalty Program member has organised a family event, a corporate event or a conference.
h. The Q Hotel Club Loyalty Program member bears the costs associated with the violation of the hotel regulations.
7. Points are awarded for each stay in a Hotel within the Q Hotel chain as follows: for every PLN 10.00 spent on hotel services and/or restaurant food members are credited 1 point, 1.25 point, 1.50 point, according to the status awarded when making a booking on the Q Hotel Club Loyalty Program website or on the hotel website, after providing the e-mail address and password that confirm the membership in the Q Hotel Club Loyalty Program, or by e-mail, phone or fax, as well as directly at the hotel or by making a reference to the membership in the loyalty program when using hotel and restaurant services.
8. Points are credited to the Q Hotel Club Loyalty Program member’s account when:
a. A member confirms his/her participation in the Program and makes use of the hotel services by staying in a hotel room – automatically after check-out (within 24 hours);
b. upon the first check-out, from the moment of his/her accession to the Q Hotel Club, after having referred to the participation in the loyalty program, a member is awarded 50 welcome points within 24 hours of the check-out from the hotel;
c. A member uses a hotel restaurant and refers to the membership in the program when ordering 'room service' - automatically after check-out;
d. A member refers to the membership in the program when paying for restaurant services;
e. A member organises a family party in the hotel restaurant. Family parties are understood to be family events for which no invoices are issued. In this case, regardless of the status level in the Loyalty Program, the points conversion rate is as follows: PLN 10 = 0.5 point;
f. The member has benefited from corporate prices or a corporate discount and is a natural person using the room;
9. The Q Hotel Club Loyalty Program member may have the points collected (which are calculated according to the rules provided for in the Q Hotel Club Benefit Table) converted into an additional discount at the payment for the hotel and/or restaurant services directly at the hotel. The minimum number of points allowing for an additional discount to be awarded is 30 points. The use of points is confirmed by the signature on the receipt.
10. Points resulting from the membership in the Q Hotel Club Loyalty Program are awarded for each booking made through the hotel's internal booking system (website, telephone, e-mail, in person, Q Hotel Club website). Points are also credited for services provided by the hotel and restaurant.
11. Points are credited from the moment the member joins the program and activates his/her individual account.
12. The current number of points can be checked by logging on to the Q Hotel Club Loyalty Program website - where the history of point collection and use is available.
13. In the event that a member of the Q Hotel Club Loyalty Program is found to be inactive for a period of 12 months (no further points collected, no points redeemed for prizes, etc.), the points credited up to that point may be deleted.
14. Points are only credited to the loyalty program member who is registered in the hotel room. No points are awarded for other people (even if they waive their discounts to another person).
15. No points are awarded if:
a. A member in the Q Hotel Club Loyalty Program has made a booking through a booking system other than the one made available on the hotel website,
b. A member in the Q Hotel Club Loyalty Program has made a booking through a travel agency.
c. A member in the Q Hotel Club Loyalty Program has not used the hotel services despite having made a booking and paid for his stay.
d. A member in the Q Hotel Club Loyalty Program fails to refer to the membership in the program at the payment for the hotel and restaurant services.
e. A member in the Q Hotel Club Loyalty Program organises events and business conferences.
f. A member in the loyalty program has not benefited from any re-invoiced services - e.g. taxi
g. The Participant of the Q Hotel Club Loyalty Program bears costs associated with the violation of the hotel regulations.
IV. COMPLAINTS PROCEDURE
1. Complaints regarding the operation of the Q Hotel Club Loyalty Program may be lodged in writing and sent to Main Q Hotel ul. Lea 202a, 30-133 Kraków or in electronic form and sent to: marketing@qhotels.pl, with the annotation "Complaint", however, this annotation is not obligatory, within 30 days from the date of the event to which the complaint refers. The date of receipt of the complaint to the address indicated herein is decisive for compliance with the time limit for lodging complaints.
2. The loyalty program members only have the right to lodge a complaint.
3. The complaint should contain the name and surname of the member, as well as a detailed description and indication of the reasons for the complaint.
4. The Operator considers complaints in keeping with these Regulations.
5. Complaints are examined within 14 days of receipt.
6. The member of the Q Hotel Club Loyalty Program is notified of the Operator's decision to the address indicated in the complaint or by e-mail (depending on the form in which a complaint is made). A member who does not agree with the Operator's decision on the complaint has the right to pursue claims before a competent common court of law.
V. LOSS OF MEMBERSHIP
1. The membership in the Q Hotel Club Loyalty Program will cease if the member revokes any of the consents granted (marketing/commercial/profiling).
2. If 12 months have passed since the points were last converted into additional discounts, the loyalty program member may be considered inactive and thus all of his/her points may be deleted.
3. If the membership in the Q Hotel Club Loyalty Program is terminated, the member's account and points are anonymised with immediate effect unless otherwise stated in these Regulations.
4. The termination of membership in the Q Hotel Club Loyalty Program, the deletion of a member's account under the Q Hotel Club Loyalty Program, as well as the deletion of points accumulated in the account do not give rise to any claim for compensation or any other benefit, unless otherwise expressly stated in these Regulations.
5. The Operator reserves itself the right to suspend the membership in the Q Hotel Club Loyalty Program, of any member in the Q Hotel Club Loyalty Program suspected of using it in a manner inconsistent with the Q Hotel Club Loyalty Program Terms and Conditions or in a manner contrary to the purpose of the Q Hotel Club Loyalty Program or any part thereof, including the parts concerning the conversion of points into additional discounts. The Operator also reserves itself the right to cancel the loyalty program member status granted to any person, with regard to whom it has reasonable grounds to suspect that:
a. they have acted in a manner inconsistent with any applicable provisions of law in force in Poland;
b. they have violated or breached any rule of the Q Hotel Club Loyalty Program, included herein;
c. they deleted their club member account and created it again in order to benefit from the preferential conditions;
d. they have committed any fraudulent or other dishonest act, theft, irregularity or misconduct in connection with the use of the account, including, but not limited to the use of prizes or other membership benefits;
e. they have engaged in abusive, fraudulent or disorderly, improper, offensive or aggressive conduct, whether physical, verbal or written, towards any Hotel forming part of the Q Hotel chain or towards its guests or employees, or towards the Q Hotel chain, its employees or contractors;
f. they have not paid any of the fees or payments due to the Q Hotel chain.
6. The cancellation of membership in the Q Hotel Club Loyalty Program may result in the loss of all the accumulated Points, benefits and privileges related to the Q Hotel Club Loyalty Program, including loss of any related membership status. In addition to the termination of the membership in the Q Hotel Club Loyalty Program, the Operator also has the right to take any such appropriate administrative and/or legal actions as it deems necessary.
VI. PERSONAL DATA
1. The personal data of members in the Q Hotel Club Loyalty Program will be processed in accordance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR), in particular, Article 5 of the aforementioned Regulation for the purposes of implementing the Q Hotel Club Loyalty Program. The controller of personal data obtained from the Q Hotel Club Loyalty Program members is MAIN Q HOTEL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Juliusza Lea 202A, 30-133 Kraków, NIP [tax identification number:] 6772397845 (hereinafter referred to as the Controller or the Company).
2. The scope of personal data processed by the Controller is as follows: name and surname, date of birth, e-mail address, address of residence and telephone number.
3. Personal data of the Q Hotel Club Loyalty Program members will be processed for the purpose of carrying out the Q Hotel Club Loyalty Program, i.e. for the purpose of providing hotel and restaurant services to the program members at dedicated, special rates in the group of hotels that form part of the Q Hotel chain, for the purpose of collecting and using points and awarding status levels, prizes and additional services during stays in the Q Hotel chain facilities.
4. The legal basis for the processing of personal data by the Controller is the consent of the data subject – Article 6 (1) (a) of the GDPR. The consent may be withdrawn at any time. The withdrawal does not affect the validity of the processing carried out before the withdrawal of the consent granted.
5. The personal data of the loyalty program members will be processed during the term of validity of the Q Hotel Club Loyalty Program.
6. The processing of personal data of the Q Hotel Club Loyalty Program for the proper operation of the Program may be delegated to the following categories of recipients:
a. companies operating hotels that form part of the Q Hotel chain;
b. service providers that supply the Controller with technical and organisational solutions which enable the implementation of the Q Hotel Club Loyalty Program, and in particular, the booking system operator, companies providing IT support services to the hotel, companies providing IT software and partners supporting marketing activities.
c. providers of legal, accounting and advisory services rendered for the purpose of ensuring the proper operation of the Q Hotel Club Loyalty Program.
7. The provision of personal data is voluntary, but necessary to take part and participate in the Q Hotel Club Loyalty Program.
8. The Q Hotel Club Loyalty Program members have the right: to be informed about the processing operations; to have access to their personal data, to rectify/complete their personal data; to erase their personal data; to restrict the processing of their personal data; to transmit their personal data; to object to the processing of their personal data and not to be subject to profiling.
9. The Q Hotel Club Loyalty Program members also have the right to lodge a complaint with a data protection supervisory authority.
10. Access to personal data is possible at the premises of the Controller. In addition, the Controller’s e-mail marketing@qhotels.pl is provided for so that the Controller can be contacted with regard to the members’ personal data (including, for the purpose of submission of a statement of withdrawal of consent).
11. The Controller does not intend to transfer personal data outside the EEA.
12. The Company makes automated decisions on the basis of personal data, including profiling (unless the consent to profiling has not been granted). Past personal data is used for profiling, and such processing results in special offers being prepared and in customers being informed about current promotions at the Hotel and restaurant.
VII. FINAL PROVISIONS
1. In matters not regulated by these Regulations, the provisions of the Civil Code shall apply.
2. The Operator has the right to add, modify, delete and change all rules, procedures, conditions, reward benefits concerning the Q Hotel Club Loyalty Program, at its sole discretion, with prior notice, even if such changes may affect the value of the points already accumulated. Changes may only be made for the benefit of the members or for technical and organisational reasons, unless the Q Hotel Club Loyalty Program member has acted in contrary to the provisions hereof and the principles of the loyalty program. Privileges acquired prior to the entry into force of the changes made are subject to the rules set out in the Regulations in the wording effective prior to the entry into force of the changes made.
3. Changes to the Regulations or termination of the Q Hotel Club Loyalty Program, or resignation of the Q Hotel Club Loyalty Program member may not affect the rights acquired by the member up to the date of the change or the program’s termination or the member’s resignation.
4. The Q Hotel Club Loyalty Program does not have a specific validity date and may continue until the Operator decides to terminate it. This may occur at any time, with prior notice of termination thereof. The Q Hotel Club Loyalty Program members will have six months from the notification date of the termination of the Q Hotel Club Loyalty Program to convert the points collected into additional discounts. This means that regardless of the scope of participation in the Q Hotel Club Loyalty Program, the right of members to collect points and convert them into additional discounts can be withdrawn by the Operator six months after the Operator's notification of the termination of the Q Hotel Club Loyalty Program.
5. Information on the planned termination of the Q Hotel Club Loyalty Program does not suspend the possibility of collecting points until the termination of the Q Hotel Club Loyalty Program.
6. Any comments on the operation of the Q Hotel Club Loyalty Program or questions related to these Regulations are to be sent to marketing@qhotels.pl
7. In the case of non-Polish language versions hereof, the Polish version will be deemed to be the binding version in case of doubt.
8. These Regulations and any legal relations arising on the basis hereof shall be governed by Polish law.
9. For information on how the Loyalty Program works, please contact the Marketing Department of the Q Hotel chain. Information will be provided promptly, but no later than within 3 working days of receipt of the inquiry. Enquiries relating to the Q Hotel Club Loyalty Program are to be sent to e-mail marketing@qhotels.pl.
1. These Regulations set forth terms and conditions for the membership in the Q Hotel Club Loyalty Program (hereinafter referred to as the “Q Hotel Club Loyalty Program”) and rules regarding its operation.
2. The Q Hotel Club Loyalty Program is intended for natural persons who are Guests in one of the hotels or restaurants that form part of the Q Hotel chain, as referred to in section II item 1 below, and seeks to reward regular customers of the hotels or restaurants that form part of the Q Hotel chain by way of enabling them to benefit from the services provided by such hotels or restaurants at special rates and to be awarded rewards, as well as to get and collect points that can be exchanged for extra discounts and other bonuses during a stay at any of the hotels or a visit to any of the restaurants referred to herein.
3. The Q Hotel Club Loyalty Program is operated by Main Q Hotel Spółka z ograniczoną odpowiedzialnością with its registered office in Kraków at ul. Lea 202a, e-mail: marketing@qhotels.pl, hereinafter referred to as the Operator.
II. CONDITIONS FOR THE MEMBERSHIP IN THE PROGRAM
1. A member in the Q Hotel Club Loyalty Program can be any natural person who is of age and a Guest in any of the hotels that form part of the Q Hotel chain, i.e.:
a. Q Hotel Plus Kraków at ul. Wygrana 6, 30-311 Kraków,
b. Q Hotel Kraków at ul. Radzikowskiego 142, 31-342 Kraków,
c. Q Hotel Plus Wrocław at ul. Zaolziańska 2, 53-334 Wrocław,
d. Q Hotel Grand Cru Gdańsk at ul. Rycerska 11-12, 80-882 Gdańsk,
e. Q Hotel Plus Katowice at ul. Wojewódzka 12, 40-026 Katowice,
f. Q Hotel Wrocław Bielany at ul. Szwedzka 7, 55-040 Bielany Wrocławskie, Commune of Kobierzyce
or any restaurant that forms part of the aforementioned hotels, and who expressed its intention to become a member in the Q Hotel Club Loyalty Program by completing an e-form at the reception desk or by registering on the website www.club.qhotels.pl, and who granted the consent to the processing of personal data for the purposes related to the operation of the Q Hotel Club Loyalty Program.
2. The membership in the Q Hotel Club Loyalty Program is confirmed by the opening of an individual account as a result of the completion of an e-form at the reception desk or registration on the website club.qhotels.pl by the Guest.
3. The account is registered and may only be used by its owner, hereinafter referred to as the loyalty program member.
4. A hotel Guest may only have one account designated with a unique ID, within the loyalty system.
5. Members in the Q Hotel Club Loyalty Program may not use more than one account at a time or collect Points via more than one account.
6. Members in the Q Hotel Club Loyalty Program can log into the booking system through their own accounts and can make bookings on the website of the Q Hotel Club Loyalty Program or on the Hotel’s own website (upon verification of their participation in the program with the use of their e-mail address and password) at special rates offered only to the Q Hotel Club Loyalty Program members.
7. A discount for members in the program is applicable only to persons who during the verification process provide their e-mails and passwords and with the same e-mails make their bookings online.
8. Discounts for members in the program are not applicable to any family events, company events or conferences.
9. The program is also intended for corporate Guests, i.e. for persons who use hotel services on special terms specified in corporate agreements and who stay at the hotels selected. If a customer makes a payment independently or if the company pays for the hotel services booked, points are credited to the person who physically stays the hotel. However, such a person may not be entitled to be granted a discount under the loyalty program if the hotel services are already paid for at special rates provided for in a corporate agreement.
10. Hotel and restaurant services can be offered at a discount of up to PLN 1 +8% VAT.
11. Hotel directors may upgrade the status level of Guests who have been frequent hotel and restaurant clients of the Q Hotel chain before the Q Hotel Club Loyalty Program was introduced.
12. In keeping with the Q Hotel Club Loyalty Program, the members therein are assigned one of the following four status levels:
STATUS 1 – Bronze – is assigned after an account has been opened under the loyalty program;
STATUS 2 – Silver – is assigned after a member has been credited 1,000 points under the loyalty program;
STATUS 3 – Gold – is assigned after a member has been credited 2,000 points under the loyalty program;
STATUS 4 – Platinum – is assigned after a member has been credited 3,000 under the loyalty program.
Information concerning the current status level is visible on the Customer Panel. The status levels entitle to the following discounts:
Q Hotel Club Discount Table
| STATUS 1 Bronze |
STATUS 2 Silver |
STATUS 3 Gold |
STATUS 4 Platinium |
|
| Welcome discount | 25% *For bookings on www.qhotels.pl or club.qhotels.pl (applicable to Special Offer, Special Offer with Breakfast, Hot Deal, Hot Deal with Breakfast) |
|||
| Discount on room rates * It may not be combined with other special offer rates | 10% (applicable to all hotel services) | 12,5% (applicable to all hotel services) | 15% (applicable to all hotel services) | 15% (applicable to all hotel services) |
| Discount on restaurant food * It may not be combined with other special offers on culinary services | 10% (applicable to all services and products, including alcohols) | 12,5% (applicable to all services and products, including alcohols) | 15% (applicable to all services and products, including alcohols) | 20% (applicable to all services and products, including alcohols) |
| Gift (one-off) | Welcome drink for all club members | Gift | Voucher for a one-off transfer from a station or an airport | Champaign at the Guest’s request |
| Additional points | 50 points for the first stay | 200 points | 300 points | 500 points |
| Points given for hotel and restaurant services (Applicable to gross prices) | PLN 10 = 1 point | PLN 10 = 1,25 points | PLN 10 = 1,5 points | PLN 10 = 1,5 points |
| Conversion of points into extra discounts | 1 point = PLN 1 | 1 point = PLN 1 | 1 point = PLN 1 | 1 point = PLN 1 |
| Family events (points are assigned, but discounts are not applicable) | PLN 10 = 0,5 points | PLN 10 = 0,5 points | PLN 10 = 0,5 points | PLN 10 = 0,5 points |
| Extra points | - Birthday – 50 points |
- Birthday – 50 points - Welcome drink |
- Birthday – 50 points - Welcome drink - VIP extras - Early check-in - Late check-out |
- Birthday – 50 points - Welcome drink - VIP II extras - Early check-in - Late check-out - Free upgrade at check- in - Availability guaranteed 3 days before arrival |
VIP and VIP II extras – supplementary room equipment for Gold and Platinum Guests.
Early check-in – before 2 p.m.
Late check-out – after 12:00 a.m.
Free upgrade – if a higher standard room is available for the entire stay.
Availability guaranteed 3 days before arrival – a guarantee that a room will be available 3 days before arrival.
Discounts on room rates may not be combined with other special offers available on the hotel’s website.
Discounts on restaurant food may not be combined with other special offers in hotel restaurants.
III. CONDITIONS FOR SPECIAL PRICES AND POINTS:
1. The status level assigned to the loyalty program member cannot be changed to a lower one, except for when the Q Hotel Club Loyalty Program member.
2. Discounts are available to all loyalty program members and are taken into account when a member:
a. makes a booking on the qhotels.co.uk or club.qhotels.co.uk website after the verification of the membership by entering his/her e-mail address and password or by logging on to the program website.
b. makes a booking by e-mail, telephone or directly at the hotel, providing reference to membership in the program at the time of ordering.
c. uses restaurant services also by way of referring to the membership the program before ordering, both when ordering 'per room' and when paying the bill on the spot.
3. The discount is valid for bookings of up to 2 hotel rooms during a single booking. The Q Hotel Club Loyalty Program member, who makes the booking, must physically stay in one of the rooms.
4. The welcome discount of 25% is applied to standard rates listed on the hotel website and is valid on the following offers: Price of the Day, Price of the Day with breakfast, Hot Deal, Hot Deal with breakfast. It can be applied only once to the loyalty program member.
5. The 25% welcome discount is considered to have been used and cannot be used again if a booking using this discount is cancelled or the Guest does not complete the stay.
6. Discounts are not applicable when:
a. The Q Hotel Club Loyalty Program members who have made a booking through a booking system other than the website or loyalty program website.
b. The Q Hotel Club Loyalty Program members have benefited from corporate or negotiated prices.
c. The Q Hotel Club Loyalty Program member has made a booking through a travel agency or tour operator.
d. The stay for the program member is organised and paid by an external company.
e. The Q Hotel Club Loyalty Program member did not inform about the membership in the loyalty program after checking out or after closing the account.
f. The Q Hotel Club Loyalty Program member has benefited from a special offer in a restaurant other than that which is covered by loyalty discounts; the foregoing applies to all special offers available in the Q Hotel chain restaurants (information about special offers is available on the website of individual hotel restaurants).
g. The Q Hotel Club Loyalty Program member has organised a family event, a corporate event or a conference.
h. The Q Hotel Club Loyalty Program member bears the costs associated with the violation of the hotel regulations.
7. Points are awarded for each stay in a Hotel within the Q Hotel chain as follows: for every PLN 10.00 spent on hotel services and/or restaurant food members are credited 1 point, 1.25 point, 1.50 point, according to the status awarded when making a booking on the Q Hotel Club Loyalty Program website or on the hotel website, after providing the e-mail address and password that confirm the membership in the Q Hotel Club Loyalty Program, or by e-mail, phone or fax, as well as directly at the hotel or by making a reference to the membership in the loyalty program when using hotel and restaurant services.
8. Points are credited to the Q Hotel Club Loyalty Program member’s account when:
a. A member confirms his/her participation in the Program and makes use of the hotel services by staying in a hotel room – automatically after check-out (within 24 hours);
b. upon the first check-out, from the moment of his/her accession to the Q Hotel Club, after having referred to the participation in the loyalty program, a member is awarded 50 welcome points within 24 hours of the check-out from the hotel;
c. A member uses a hotel restaurant and refers to the membership in the program when ordering 'room service' - automatically after check-out;
d. A member refers to the membership in the program when paying for restaurant services;
e. A member organises a family party in the hotel restaurant. Family parties are understood to be family events for which no invoices are issued. In this case, regardless of the status level in the Loyalty Program, the points conversion rate is as follows: PLN 10 = 0.5 point;
f. The member has benefited from corporate prices or a corporate discount and is a natural person using the room;
9. The Q Hotel Club Loyalty Program member may have the points collected (which are calculated according to the rules provided for in the Q Hotel Club Benefit Table) converted into an additional discount at the payment for the hotel and/or restaurant services directly at the hotel. The minimum number of points allowing for an additional discount to be awarded is 30 points. The use of points is confirmed by the signature on the receipt.
10. Points resulting from the membership in the Q Hotel Club Loyalty Program are awarded for each booking made through the hotel's internal booking system (website, telephone, e-mail, in person, Q Hotel Club website). Points are also credited for services provided by the hotel and restaurant.
11. Points are credited from the moment the member joins the program and activates his/her individual account.
12. The current number of points can be checked by logging on to the Q Hotel Club Loyalty Program website - where the history of point collection and use is available.
13. In the event that a member of the Q Hotel Club Loyalty Program is found to be inactive for a period of 12 months (no further points collected, no points redeemed for prizes, etc.), the points credited up to that point may be deleted.
14. Points are only credited to the loyalty program member who is registered in the hotel room. No points are awarded for other people (even if they waive their discounts to another person).
15. No points are awarded if:
a. A member in the Q Hotel Club Loyalty Program has made a booking through a booking system other than the one made available on the hotel website,
b. A member in the Q Hotel Club Loyalty Program has made a booking through a travel agency.
c. A member in the Q Hotel Club Loyalty Program has not used the hotel services despite having made a booking and paid for his stay.
d. A member in the Q Hotel Club Loyalty Program fails to refer to the membership in the program at the payment for the hotel and restaurant services.
e. A member in the Q Hotel Club Loyalty Program organises events and business conferences.
f. A member in the loyalty program has not benefited from any re-invoiced services - e.g. taxi
g. The Participant of the Q Hotel Club Loyalty Program bears costs associated with the violation of the hotel regulations.
IV. COMPLAINTS PROCEDURE
1. Complaints regarding the operation of the Q Hotel Club Loyalty Program may be lodged in writing and sent to Main Q Hotel ul. Lea 202a, 30-133 Kraków or in electronic form and sent to: marketing@qhotels.pl, with the annotation "Complaint", however, this annotation is not obligatory, within 30 days from the date of the event to which the complaint refers. The date of receipt of the complaint to the address indicated herein is decisive for compliance with the time limit for lodging complaints.
2. The loyalty program members only have the right to lodge a complaint.
3. The complaint should contain the name and surname of the member, as well as a detailed description and indication of the reasons for the complaint.
4. The Operator considers complaints in keeping with these Regulations.
5. Complaints are examined within 14 days of receipt.
6. The member of the Q Hotel Club Loyalty Program is notified of the Operator's decision to the address indicated in the complaint or by e-mail (depending on the form in which a complaint is made). A member who does not agree with the Operator's decision on the complaint has the right to pursue claims before a competent common court of law.
V. LOSS OF MEMBERSHIP
1. The membership in the Q Hotel Club Loyalty Program will cease if the member revokes any of the consents granted (marketing/commercial/profiling).
2. If 12 months have passed since the points were last converted into additional discounts, the loyalty program member may be considered inactive and thus all of his/her points may be deleted.
3. If the membership in the Q Hotel Club Loyalty Program is terminated, the member's account and points are anonymised with immediate effect unless otherwise stated in these Regulations.
4. The termination of membership in the Q Hotel Club Loyalty Program, the deletion of a member's account under the Q Hotel Club Loyalty Program, as well as the deletion of points accumulated in the account do not give rise to any claim for compensation or any other benefit, unless otherwise expressly stated in these Regulations.
5. The Operator reserves itself the right to suspend the membership in the Q Hotel Club Loyalty Program, of any member in the Q Hotel Club Loyalty Program suspected of using it in a manner inconsistent with the Q Hotel Club Loyalty Program Terms and Conditions or in a manner contrary to the purpose of the Q Hotel Club Loyalty Program or any part thereof, including the parts concerning the conversion of points into additional discounts. The Operator also reserves itself the right to cancel the loyalty program member status granted to any person, with regard to whom it has reasonable grounds to suspect that:
a. they have acted in a manner inconsistent with any applicable provisions of law in force in Poland;
b. they have violated or breached any rule of the Q Hotel Club Loyalty Program, included herein;
c. they deleted their club member account and created it again in order to benefit from the preferential conditions;
d. they have committed any fraudulent or other dishonest act, theft, irregularity or misconduct in connection with the use of the account, including, but not limited to the use of prizes or other membership benefits;
e. they have engaged in abusive, fraudulent or disorderly, improper, offensive or aggressive conduct, whether physical, verbal or written, towards any Hotel forming part of the Q Hotel chain or towards its guests or employees, or towards the Q Hotel chain, its employees or contractors;
f. they have not paid any of the fees or payments due to the Q Hotel chain.
6. The cancellation of membership in the Q Hotel Club Loyalty Program may result in the loss of all the accumulated Points, benefits and privileges related to the Q Hotel Club Loyalty Program, including loss of any related membership status. In addition to the termination of the membership in the Q Hotel Club Loyalty Program, the Operator also has the right to take any such appropriate administrative and/or legal actions as it deems necessary.
VI. PERSONAL DATA
1. The personal data of members in the Q Hotel Club Loyalty Program will be processed in accordance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR), in particular, Article 5 of the aforementioned Regulation for the purposes of implementing the Q Hotel Club Loyalty Program. The controller of personal data obtained from the Q Hotel Club Loyalty Program members is MAIN Q HOTEL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Juliusza Lea 202A, 30-133 Kraków, NIP [tax identification number:] 6772397845 (hereinafter referred to as the Controller or the Company).
2. The scope of personal data processed by the Controller is as follows: name and surname, date of birth, e-mail address, address of residence and telephone number.
3. Personal data of the Q Hotel Club Loyalty Program members will be processed for the purpose of carrying out the Q Hotel Club Loyalty Program, i.e. for the purpose of providing hotel and restaurant services to the program members at dedicated, special rates in the group of hotels that form part of the Q Hotel chain, for the purpose of collecting and using points and awarding status levels, prizes and additional services during stays in the Q Hotel chain facilities.
4. The legal basis for the processing of personal data by the Controller is the consent of the data subject – Article 6 (1) (a) of the GDPR. The consent may be withdrawn at any time. The withdrawal does not affect the validity of the processing carried out before the withdrawal of the consent granted.
5. The personal data of the loyalty program members will be processed during the term of validity of the Q Hotel Club Loyalty Program.
6. The processing of personal data of the Q Hotel Club Loyalty Program for the proper operation of the Program may be delegated to the following categories of recipients:
a. companies operating hotels that form part of the Q Hotel chain;
b. service providers that supply the Controller with technical and organisational solutions which enable the implementation of the Q Hotel Club Loyalty Program, and in particular, the booking system operator, companies providing IT support services to the hotel, companies providing IT software and partners supporting marketing activities.
c. providers of legal, accounting and advisory services rendered for the purpose of ensuring the proper operation of the Q Hotel Club Loyalty Program.
7. The provision of personal data is voluntary, but necessary to take part and participate in the Q Hotel Club Loyalty Program.
8. The Q Hotel Club Loyalty Program members have the right: to be informed about the processing operations; to have access to their personal data, to rectify/complete their personal data; to erase their personal data; to restrict the processing of their personal data; to transmit their personal data; to object to the processing of their personal data and not to be subject to profiling.
9. The Q Hotel Club Loyalty Program members also have the right to lodge a complaint with a data protection supervisory authority.
10. Access to personal data is possible at the premises of the Controller. In addition, the Controller’s e-mail marketing@qhotels.pl is provided for so that the Controller can be contacted with regard to the members’ personal data (including, for the purpose of submission of a statement of withdrawal of consent).
11. The Controller does not intend to transfer personal data outside the EEA.
12. The Company makes automated decisions on the basis of personal data, including profiling (unless the consent to profiling has not been granted). Past personal data is used for profiling, and such processing results in special offers being prepared and in customers being informed about current promotions at the Hotel and restaurant.
VII. FINAL PROVISIONS
1. In matters not regulated by these Regulations, the provisions of the Civil Code shall apply.
2. The Operator has the right to add, modify, delete and change all rules, procedures, conditions, reward benefits concerning the Q Hotel Club Loyalty Program, at its sole discretion, with prior notice, even if such changes may affect the value of the points already accumulated. Changes may only be made for the benefit of the members or for technical and organisational reasons, unless the Q Hotel Club Loyalty Program member has acted in contrary to the provisions hereof and the principles of the loyalty program. Privileges acquired prior to the entry into force of the changes made are subject to the rules set out in the Regulations in the wording effective prior to the entry into force of the changes made.
3. Changes to the Regulations or termination of the Q Hotel Club Loyalty Program, or resignation of the Q Hotel Club Loyalty Program member may not affect the rights acquired by the member up to the date of the change or the program’s termination or the member’s resignation.
4. The Q Hotel Club Loyalty Program does not have a specific validity date and may continue until the Operator decides to terminate it. This may occur at any time, with prior notice of termination thereof. The Q Hotel Club Loyalty Program members will have six months from the notification date of the termination of the Q Hotel Club Loyalty Program to convert the points collected into additional discounts. This means that regardless of the scope of participation in the Q Hotel Club Loyalty Program, the right of members to collect points and convert them into additional discounts can be withdrawn by the Operator six months after the Operator's notification of the termination of the Q Hotel Club Loyalty Program.
5. Information on the planned termination of the Q Hotel Club Loyalty Program does not suspend the possibility of collecting points until the termination of the Q Hotel Club Loyalty Program.
6. Any comments on the operation of the Q Hotel Club Loyalty Program or questions related to these Regulations are to be sent to marketing@qhotels.pl
7. In the case of non-Polish language versions hereof, the Polish version will be deemed to be the binding version in case of doubt.
8. These Regulations and any legal relations arising on the basis hereof shall be governed by Polish law.
9. For information on how the Loyalty Program works, please contact the Marketing Department of the Q Hotel chain. Information will be provided promptly, but no later than within 3 working days of receipt of the inquiry. Enquiries relating to the Q Hotel Club Loyalty Program are to be sent to e-mail marketing@qhotels.pl.