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Overbooking, is a situation in which a tourist object sells more accommodation than it has rooms.

Why and when overbooking occurs?

Generally speaking, there may be three reasons: human factor, a concious decision or an  accident.

The human factor is first and foremost all errors that employees of departments responsible for receiving reservations make. It may be caused by lack of communication between front-desk department and sales department - for example when there was a large group reservation (blocking most -or even all - the rooms) and there was not enough time or there was no information regarding rooms closure. Another mistake also falling into the category of human factor will be an incorrect setting of availability on many booking portals. Booking for a given date falls from the A and B portal, exhausting accommodation in the facility, and the lack of blocking on subsequent websites with the possibility of booking results in the fact that the C portal also enters the reservation for a specified (sold out already) date.

However, it is possible that some hoteliers allow overbooking on purpose (second reason - concious decision) Thus in order to maximize hotel's profits and minimizing possible no-shows or allowing the rule "who's the first ten better" thus allowing double-booking of the same room. We won't comment the legimitacy of this decision as it is a subject of a whole new topic.

The random factor it may sound funny, but some certain chain of events may occur in the property that no one from the crew could have foreseen. For example, when a previous Guest made a serious damage to the room and it had to be put out of service and no other room was available at a given time. Also, there may have been a flood (caused by sewers malfunction), fire, thunder strike etc.

What happens to a hotel Guest in case of overbooking??

If it appears that the all the rooms were sold out, the situation can be resolved in two ways:

1. In case the particular standard of room was sold, for example a standard double, hotel owners are obliged to make a free-of-charge upgrade into first available room for a whole period of time.

2. In case of fully occupied hotel and no rooms available, - Guest should be transferred to the facility (hotel) with a similar (not worse) standard in a closest location. It is necesarry the hotels has no worse standard, it can be equally high or provide higher standard of accomodation. Furthermore, hotel owner should cover all extra costs Guest had to incur - like transfer to another place or paying extra charge for a room in another hotel - price for room in another hotel might have been higher, thankfully, this is not Guests concern. This is especially important for Guests travelling without a car.

Wybraliśmy już naszą wymarzoną część Polski, a w niej idealny obiekt, w którym przez najbliższy czas spędzimy nasz długo wyczekiwany urlop.

Aby obyło się bez niespodzianek, warto zwrócić uwagę na kilka kwestii, które z urlopem łączą się nierozerwalnie.

Gdzie na urlop, czym na urlop?

Środek transportu, tuż za lokalizacją obiektu jest kwestię kluczową. To, czy wybierzemy się na wakacje pociągiem, samolotem czy samochodem będzie miało ogromne znaczenie podczas naszych dalszych planów na pobyt. Jest to szczególne ważne w mniejszych miejscowościach, gdzie często zdarza się, że komunikacja publiczna stanowi problem. Jeśli nie planujemy opuszczać miejsca, w którym wypoczywamy (bo obiekt zapewnia wystarczająco atrakcji lub charakter naszego wypoczynku jest nastawiony stricte na „leniuchowanie”) to kwestia ta staje się drugorzędna. Jeśli jednak w planach jest zwiedzanie, dojazd w konkretne miejsce na spotkania lub inną aktywność – należy brać pod uwagę czas dojazdu i trudności z tym związane.

Co jest w cenie noclegu?

Pozornie oczywista oczywistość, która może budzić kontrowersje. Dlaczego? Oferty wypoczynkowe charakteryzuje ogromna różnorodność: obiekty potrafią zawrzeć w cenie wszystkie podstawowe usługi, jakie mają do zaoferowania, aby Gość czuł się komfortowo już od samego progu. Dostajemy więc bezpłatny parking, śniadanie w cenie, możliwość korzystania z basenu czy sali fitness. Nie powinniśmy jednak przyjmować tego za pewnik - wiele hoteli wciąż może zażądać dodatkowych opłat, na przykład za wspomniany już parking.

Tu warto zwrócić uwagę na otrzymane potwierdzenie naszej rezerwacji. To właśnie tam takie kluczowe informacje powinny być umieszczone.

Dodatki, które ułatwiają nam urlop

Planowanie urlopu nie należy do łatwych zadań. Czasem zdarzy się czegoś zapomnieć, coś zepsuje się „po drodze”, a czasem pojawi się specjalna potrzeba w trakcie wypoczynku. W takich sytuacjach przychodzi nam z pomocą obsługa obiektu w którym jesteśmy, a do której powinniśmy się zwrócić z naszymi potrzebami. Warto pamiętać, że o takie kwestie jak specjalne dania w restauracji (bez glutenu, wegetariańskie), dodatkowe łóżeczko dla małego dziecka, przewijak czy dostęp się lodówki należy zapytać jeszcze przed pobytem, aby ułatwić sobie wypoczynek, a personelowi hotelu pracę.

Rozmiar ma znaczenie

Istnieje różnica w tym, czy wybieramy pokój dwuosobowy typu „twin” czy „double”. W przypadku tego pierwszego otrzymamy pokój z dwoma osobnymi łóżkami, a drugiego – jednym dużym dla pary. Zazwyczaj, w większych hotelach, częściej będą występowały pokoje w standardzie „twin”. Nie powinno to jednak zniechęcać do wyboru tego obiektu, bo wystarczy poprosić o połączenie łóżek. Zastosowanie nakładki łączącej powinno sprawić, że dyskomfort spowodowany dwoma osobnymi łóżkami będzie minimalny. Nazewnictwo pokoi to jednak nie wszystko – warto zapytać o rozmiary łóżek, bo te również mogą być niestandardowe.

Preautoryzacja? A co to takiego?

Przy meldunku, pracownik recepcji może zapytać nas o chęć otwarcia „kredytu hotelowego” lub rachunku, dzięki czemu możliwe będzie zamawianie usług w hotelu bez konieczności natychmiastowego płacenia, a rozliczenie wszelkich należności nastąpi na przykład przy wymeldowaniu. Nie wolno zapomnieć, że w takiej sytuacji środki na koncie są zazwyczaj blokowane, co ma zagwarantować naszą „wypłacalność”.

Zameldowanie i wymeldowanie

Godziny check-in i check-out są kluczowe dla pobytu w każdym obiekcie noclegowym, niezależnie czy jest to hotel, pensjonat, apartament czy agroturystyka. Jeżeli przyjedziemy znacząco przed czasem, to okazać się może, że pokój, który zarezerwowaliśmy nie jest jeszcze gotowy i będziemy musieli na niego czekać (przecież każdy z pokoi musi być sprzątnięty i odświeżony na przyjęcie kolejnego Gościa, prawda?). Jeśli to możliwe, personel recepcji na pewno udostępni pokój wcześniej, ale najlepiej trzymać się godzin wyznaczonych przez obiekt.

Chcąc zostać dłużej w pokoju w dniu wyjazdu, dobrą praktyką jest upewnić się z odpowiednim wyprzedzeniem (np. w przeddzień wyjazdu), że jest to możliwe. Należy mieć też na uwadze, że z późniejszym wymeldowaniem mogą wiązać się dodatkowe opłaty, a nawet kary za nie opuszczenie pokoju w określonych godzinach. Taką informację zazwyczaj znajdziemy się w regulaminie.

Posiłki

Krótki, weekendowy urlop może oznaczać wyjazd w piątek po pracy, a to z kolei – przybycie na miejsce o dość późnych godzinach. Niezależnie od tego, czy wykupiliśmy wyżywienie w pakiecie czy planujemy zamówić coś w restauracji, godziny serwowania posiłków i/lub otwarcia restauracji mogą być różne. Po pierwsze, jeśli nie znajdziemy nigdzie informacji o godzinach serwowania posiłków – warto o to zapytać, aby łatwiej zaplanować swój czas. Po drugie, jeśli okaże się, że z przyczyn niezależnych nie zdążymy na określoną godzinę dojechać na miejsce, warto zadzwonić i poinformować pracowników recepcji o zaistniałym fakcie. W takich sytuacjach często można liczyć na życzliwość personelu, który przygotuje dla nas specjalną kolację.

Rozliczenie za usługi

Aby wypoczynek nie skończył się nieprzyjemnościami, należy już na etapie rezerwacji pobytu ustalić sposób rozliczenia za pobyt. Wybierając wakacje organizowane przez pośrednika (jak na przykład biuro podróży) wiemy, że zapłacimy za urlop już w chwili rezerwacji. Gdy pobyt rezerwujemy sami elektronicznie, możemy spodziewać się, że za rezerwację będziemy mogli zapłacić kartą kredytową – wtedy pracownik przyjmujący rezerwację może dokonać sprawdzenia dostępności środków na karcie lub dokonać preautoryzacji, lub przelewem na rachunek bankowy obiektu wpłacając zadatek lub pełną kwotę (jeśli wpłaciliśmy zadatek należy uszczegółowić, czy pozostałą kwotę uregulujemy przy za- czy wymeldowaniu).

Standardy i nazewnictwo w każdym miejscu bywają różne

To, jak stopniowane są standardy pokoi w różnych hotelach, zależy w dużej mierze od osób go prowadzących. Dlatego też, nie należy zbytnio dziwić się, jeśli w hotelu X pokój „premium” jest pokojem o podwyższonym standardzie (lub wręcz pokojem najwyższej klasy) zaś w hotelu Y może okazać się zgoła czymś innym, np. pokojem podstawowym. Warto poświęcić kilka minut na dokładne sprawdzenie, jakie warunki oferuje dane miejsce i czy spełni to nasze oczekiwania.

Opinie, opinie, opinie…

Warto korzystać z doświadczenia innych, aby uniknąć nieprzyjemności - w końcu urlop to ważny czas dla każdego, a doceni go szczególnie osoba, która korzysta z wolnego nader rzadko. Nie należy jednak ograniczać się do jednego źródła pochodzenia opinii. Każda osoba opowie o danym miejscu w sposób subiektywny – niezależnie czy będą to znajomi, rodzina czy opinia w portalu turystycznym.

Trochę więcej o temacie opinii pisaliśmy TU

Pogoda

Pogoda kapryśna jest jak kobieta i lubi czasem płatać figle, zmieniając swój nastrój w najmniej odpowiednim momencie. Deszcz pokrzyżował nam ambitne plany kąpieli słonecznych na plaży? Jeżeli to tylko jeden mokry dzień – nie ma problemu. Gorzej, jeśli chmury postanowią nie rozstawać się z nami przez cały urlop. Co wtedy? Oprócz posłuchania babcinej rady, żeby zabrać ze sobą dodatkowe rzeczy na zimniejsze dni, warto rozejrzeć się jeszcze przed wyjazdem jakie atrakcje turystyczne lub formy rozrywki oferuje hotel i najbliższa okolica do której się wybieramy.

 

How to understand a hotel night or what is a halfboard? Sometimes when browsing holiday offers you can meet the terminology that is not entirely clear to us.

First of all, despite what it may seem obvious, the hotel day does not last last 24 hours. It is a period within which the Guest can use the room, determined within specific hours (although the phrase "hotel day" is used colloquially, this term may refer to any accommodation facility). In general, the hotel night is regulated by check-in and check-out hours.

Here are some practical phrases that (hopefully) will help you read the offers a bit and avoid misunderstandings:

Check-in – you can rent a room starting from a particular time of day, not earlier

Check-out -  you have to leave your room before the "check-out" time

Best Available Rate (BAR) – the best available room price. The most advantageous price available in the given accommodation facility for a given day / moment. It may be a price that is subject to certain restrictions, such as the need to pay the total amount for a stay in advance or provide your credit card details to secure your reservation.

Day Rate – payment for using the room during the day (generally at certain times). Popular in big cities when someone needs to freshen up, change clothes, take a nap, etc. before the meeting.

B&B lub BB – short for bed and breakfast. The accommodation service, which is limited to accommodation and breakfast. It does not offer any additional benefits that could be obtained (though not necessarily) in the facility, like access to wellness area, extra meals etc.

Half Board (HB) - in addition to the accommodation service, the offer also includes two meals: breakfast and half board.

Full Board (FB) – in addition to the accommodation service, the offer includes full board breakfast, lunch (lunch) and dinner. It can be confused with the all-inclusive service.

All Inclusive / All in – according to the official definition, it is the inclusion of all services provided by the accommodation facility (generally a hotel) in the price of stay, not only meals but all the extra services a particular hotel provides, like spa, minibar, entrance to private lounges, extra alcohol at the bar, sport activities, concierge service and many more. In Poland it is worth asking a receptionist how they define "all-inclusive" as it may warry depending from the hotel you are planning your stay.

Only Bed lub Room Only – a service similar to a B & B, based solely on accommodation services by the facility. No additional services (even breakfast).

A’la carte (fr) – literally "by card" - applies to serving dishes from the card or dishes to choose from the card. The concept may occur with the offer of a leisure package or promotion.

Adjoining Rooms – they are characterized by internal doors that allow connection, thus creating a larger seating space. A good idea for larger families or a group of friends.

Single use (lub Sole use)  – a double room for overnight stays for one person.

Double Room – a double room with one large bed.

Twin Room – a double room with two separate beds.

Downgrade – lowering the standard of a room or service.

Upgrade – raising the ordered service to a higher quality. Mostly it reffers to a higher class of room.

Room Service – (not to be confused with Turndown service) possibility to order meals and drinks that is brought straight to the room.

Turndown service – a service rarely found in Polish hotels. In short, means evening refreshment of the room.

Shuttle – transport service provided by the accommodation facility. It can occur in various forms depending on the services provided. Bus shuttle, vip shuttle, airport shuttle etc.

Overbooking – the accommodation facility sold out more rooms (or other services) than it has on offer.

Incentive – officially it is an English term referring to purely motivational trips, however, it can also be used for offers as presenting additional services that will be guaranteed at a given booking. It can also be information about additional benefits if you order an additional service for the current booking (such as a room upgrade)

Waiting list – the accommodation facility has already fully booked rooms or other services, but not all reservations are secure and there is a possibility that some place will be released.

Infant – a child, usually between the ages of 0-3 (although the range may vary depending on the offer and / or accommodation facility). This is the age range in which accomodation facilities do not take any charge

There are only two things certain in life: death and taxes. While we are not able to say much about the first, about the second it can be mentioned that it concerns every aspect of our lives - even holidays and rest.

Applicable in many places and added to the final invoice for the stay - local tax (colloquially - climatic), which is the tax we pay on holidays. What is the tourist tax, how much is it and where it is valid? About this below.

What is a tourist tax?

Local or spa tax - colloquially called a tourist tax is a tax that is charged on vacationers staying longer than one day in some tourist and health resorts, citing the act "on special spa, climate and landscape values". You can also meet with the term "breathing fee".

The minimal criteria for a region to be considered "healthy" is determined by The Council of Ministers in Poland (basicly, the government). The value of the tax however, is determined by every local authorities.

What is the amount of the tourist tax?

It depends on the local authorities. The fee may not, however, exceed the maximum rates set by the Minister of Finance.

In 2017, the maximum rates of the climate tax are as follows:

1. The rate of local fees in towns with favorable climatic properties, landscape values ​​and conditions enabling people to stay for these purposes may not exceed PLN 2.17 per day.

2. The local tax rate in towns with the status of a spa protection area may not exceed PLN 3.08 per day.

3. The resort fee may not exceed PLN 4.24 per day

Do I have to pay?

The following are exempt from paying the local tax and the spa fee:

- members of the staff of diplomatic missions and consular posts

- people in hospitals;

- blind people and their guides;

- property taxpayers for possession of holiday homes located in a town where a local or spa fee is charged;

- organized groups of children and school youth.

Why does such a tax apply?

The climate tax is in some sense a compensation for the lack of large industrial centers that could harm and pollute the air in such a town. If the air does not meet certain parameters - the fee is abolished.


 

First minutean offer containing a discount for early booking and / or additional bonuses in this respect

Advance reservation - reservation made before the arrival date of the hotel (often it is used instead of "First Minute" term)

Inclusive price - total price, including all other fees

ADR / Average Daily Rate - income from the sale of rooms at a certain time divided by the number of roomnights sold in the same period (net price of a room without breakfast)

Rack rate - price of accommodation without discount

Last minute – the most-priced offers appearing a dozen or so days before the event

Last second – the most-priced offers appearing a few days before the event

RevPAR / Revenue Per Available Room - revenue per one available room

Rooming list - list of expected guests of the facility and the method of their accommodation

OV/OB (only bed)/BV – offer including only accommodation, no meals

Accommodation and taxi order - voucher for passengers canceled or late flights

Airport Shuttle – a bus for hotel guests that runs on the hotel - airport route

Kategoryzacja – verification by the team of the compliance of the application submitted by the owner of the accommodation facility with the actual state of the object, in relation to the requirements contained in the Regulation of the Minister of Economy of June 13, 2001, as amended

Non-price competition – the principle according to which, competition takes place through the quality of the product and not its price

Occupancy rate / Frekwencja - information on the percentage of hotel rooms used in relation to all rooms in the building

Frekwencja hotelowa - the ratio of the number of occupied rooms to the total number of rooms in the facility expressed as a percentage

Dumping - deliberate price reduction by a producer of goods or services, often below cost, to drive out competition from the market

E-commerce - electronic trade support, one of the most popular ways to sell rooms nowdays in hotels

Miejsce noclegowe - a place prepared for rent by the Guest

Minibar - most often a refrigerator in a furniture casing equipped with drinks and alcohols in small sizes and snacks

Odpowiedzialność hotelu – responsibility for the hotel guest's property

Outsourcing - using external subcontractors

Overbooking – the number of rooms reserved exceeds the number of available rooms in the facility

Overstay – Guest extending stay in the facility

PCM / Per Calendar Month - payment for a calendar month

Agent – authorized to conclude contracts-applications with a participant of a tourist event, legal representative of a tour operator

Touroperator - tourism organizer

Animator – a person who organizes free time for children and / or adults in the facility

Incentive travel - motivational tourism for employees of the company or carried out for cognitive-training purposes

AOA / Allocated on arrival – allocating a room / lodging place by a tour operator when the guest is in a place of rest

Corporate travel - a business trip of senior company employees or contracted prices for emplyees for certain amount of room nights over a year. In exchange, hotels guarantees better prices to contractor

Excursions – trips organized by the hotel for hotel guests

IT inclusive tour, package tour, package holiday – comprehensive holiday offer including: travel or transfer to a place of rest, accommodation and meals

FO Flight only - offer of a travel agency in which the client pays only for flying

Tourist event - at least two tourist services covered by a common price, creating a single program

Innskeeer's lien - lien of the hotel guest's property in the event of non-payment of the bill for services rendered

Pilot – a person assigned to participants of group trips, responsible for the correct course of the trip

Rezydent – a person in the facility representing the organizer of the tourist event, responsible for staying guests

Optional trip - excursions not covered by the framework program of the event, organized during the stay in a holiday resort

Tourist guide - a person who professionally guides tourists or visitors to selected areas, locations and facilities and provides information about them

Package tour - a trip including all aspects of the stay

Allotment – reservation (periodic or permanent) of a given number of places in the facility, with the opportunity to cancel it within a specified period without incurring financial consequences

Concierge – personal assistant of the hotel guest, who prepares all reservations and similar upon request

Comte des cierges – the same as concierge

WTO / Word Tourism Organization - World Tourism Organization, established in 1975, based in Madrid

AIH Association Internationale de I'hôtellerie - an international hotel association

HACCP Hazard Analysis and Critical Control Point - analysis to ensure the hygienic cleanliness of food products for consumers

IH&RA International Hotel and Restaurant Association - International Association of Hoteliers and Restaurateurs

Łańcuch hotelowy (sieć hotelowa) - a group of hotels maintaining a uniform standard and scope of services, using the same sign and name, having similar functional features

TQM - Total Quality Management - management through quality, a strategy for achieving a higher quality of work, products, services provided, the aim of which is to obtain the highest satisfaction of hotel guests

Kontrakt hotelowy – contract Means any contract under which the hotelier agrees with the travel agency to provide hotel services to the traveler or group of travelers who are clients of the travel agency concerned

Rating, grading - the categorization of hotels and guest houses

Sieć hoteli - a group or group of hotels usually belonging to a specific owner

Marketing network (brand group) - a group of voluntarily affiliated hotels that conduct a common pricing and marketing policy

Stopa marży - percentage ratio of margin to raw material costs

Hotel system (hotel group) – a complex of hotel facilities supervised by the headquarters that functions according to the superior idea

Average price - revenue generated from the sale of accommodation services, per the number of roomnights sold in a given period

Hotel contract - an agreement between a guest and hotelier, in which three basic elements are agreed: room type, price, guest stay time

Multi-purpose rooms – spaces adapted to the organization of conference, banquet and other events

Housekeeper - floor service manager

Housekeeping - staff responsible for cleaning rooms and corridors in hotels

Hotelarz - a person professionally prepared to work in hotels and professionally active in them, regardless of their position

Infant – child up to 2 years old

Residential unit - a room occurring in the residence part, consisting of: living room, hall, hygienic and sanitary node (w.h.s.) and other complementary elements such as: balconies, kitchenettes, dining rooms, bedrooms, etc.

Foyer - reception hall with all the interior area

Hotel Guest / Guest - each person staying at the hotel on the basis of a hotel agreement concluded with the object

Guest staying overnight - each person staying in the hotel under the hotel contract concluded with the object

Registration card - a card confirming the registration of the Hotel Guest in accordance with the registration obligation

A residence card - a document confirming the Residence of the Guest in the hotel and authorizing to use certain services of this hotel, enables identification of the guest

Guarantee deposit - the type of payment for the reservation, which is a condition of order acceptance

Hotel deposit - a place (safe) in a hotel where guests store my valuables

Hotel day - the smallest unit of time in, for which you can rent a place to stay. Note that hotel day does not equal 24hour day time. Every hotel or any other facility offering rooms or properties for rent, defines their own hotel day by check-in time (you can rent room starting from this time, not earlier) and check-out time (the mandatory time you have to leave room). So a hotel day may last 20hours.

Balneology - a type of treatment used in sanatoria characterized by a comprehensive action on the whole body

End of the hotel day – specific time at which guests should leave the room (the have to check-out)

Currency exchange - the place where the purchase and sale of currencies takes place on the basis of the obtained concession, according to market prices

Client - a person who purchases a service or other merchandise. This is not a popular term in hotel industry, it is more often to call every "client" a Guest

Late cancellation - cancellation of reservations after the no-cost deadline

No show – A guest with a reservation who did not show up at the facility

Maid in room - room during cleaning

Maitre d'hotel - restaurant manager

Client with the status of a Hotel Guest - a person with the status of a hotel resident, not renting a room but using other services provided by a hotel facility

Hotel visitor - a person who does not use hotel accommodation, may use some of his services

Airport fee - a fee including taxes and fees set by a specific airport, added to the price of the ticket upon its purchase

Pigeon hole - a locker in the hotel reception assigned to a particular room

Piktogramy - shortcuts / directions in the form of drawings

Reception - the main point of contact of the hotel with the guest

Register - a registration book at the hotel

Hotel terms and regulation – a list of rules and rules applicable in a given hotel. It is very important you read the hotel property regulations before checking-in to avoid misunderstanding

Booking - a written or oral request with a request to keep a certain number of beds at a specific time specified by the client

Guaranteed reservation - a written or oral request with a request to detain a specified number of beds at a given time specified by the customer, confirmed by payment

Reservation on request - a written or oral request with a request to detain a specified number of beds at a given time specified by the client, to be confirmed by the hotel

Non-guaranteed reservation - a written or oral request with a request to keep a certain number of beds at a specific time specified by the client, not confirmed by the reception

Initial reservation - a written or oral request with a request to keep a certain number of beds at a specific time specified by the client, who must meet certain conditions to become a full reservation

Room service - delivering meals, snacks or drinks ordered by the guest to the room by the staff

Sous chef - deputy chef

Hotel tariff - list of hotel services prices

Transfer - displacement of tourist groups (usually at short distances) between particular stages of the journey

Turn down service – a service consisting in the evening preparation of the guest room

Viza – a document authorizing a participant of a trip to enter the territory of a given country

Walk-in - A guest who entered the hotel straight from the street without a reservation

Hotel service – temporary accommodation and catering services along with a full range of additional services that the hotel has in relation to the guest

Additional services - services enabling the fulfillment of basic functions that meet the guests' expectations

VIP / Very Important Person - persons recognized by the hotel management as important persons for whom special admission procedures are applied

Voucher – a document with a specified value issued to the customer

Usługa hotelarska – czasowe świadczenie noclegowe i gastronomiczne wraz z pełną gamą usług dodatkowych, które hotel pełni w stosunku do Gościa

Usługi dodatkowe - usługi umożliwiające dopełnienie funkcji podstawowych wychodzące naprzeciw oczekiwaniom gości

VAT / Value Addet Tax - podatek od wartości dodanej

VIP / Very Important Person - osoby uznane przez dyrekcję hotelu za ważne osobistości, wobec których zastosowane są specjalne procedury przyjęcia

Voucher – dokument o określonej wartości wydawany klientowi

Pastry chef - confectioner

Aparthotel - a hotel offering a flat for rent for a day. Unlike apartments for rent, aparthotel offers additional services that resembles hotel

Accommodation base - a set of facilities and accompanying devices providing accommodation for tourists

Apartment - a residential unit consisting of at least: a living room with an area (minimum) of 25 m2, a bedroom with a bathroom, an auxiliary entrance part with a separate toilet.

Botel - anchored facility, ship providing accommodation services

Boutique - a luxurious, intimate hotel, adapted to the individual needs of the guest

Condo-hotel – a hotel whose rooms / apartments are owner units under the management of the hotel

Hostel – an affordable property with basic equipment, often with dormitory rooms

Hotel - an object with at least 10 rooms, providing a wide range of services related to the stay of guests: such a facility must meet the categorization requirements resulting from the regulation of the Minister of Economy of June 13, 2001, as amended

Hotel biznesowy – an object adapted to receive guests as part of business tourism

A congress hotel - a hotel prepared for reception and serving a large group of people at the same time - from several to several thousand

Hotel garni - hotel offering only bed and breakfast

Pension - an object with at least 7 rooms, meeting the requirements set out in the Regulation of the Minister of Economy of June 13, 2001, as amended

Hotel facility - a building or a set of buildings whose main function is to meet the living needs of persons temporarily away from their permanent place of residence

Motel - a hotel facility located by communication routes, adapted to receive motorized guests, meeting the standard requirements specified in the Regulation of the Minister of Economy of June 13, 2001, as amended.

Campsite - a guarded facility allowing accommodation in tents and caravans, preparing meals and parking cars

Accommodation facility - real estate serving permanently or temporarily for accommodation purposes

Campground - an unsecured facility that allows you to stay in tents

Guest rooms - facilities adapted to receive guests, being part of an object with another leading function

Youth hostel - individual and group facilities for youth tourism, adapted to the self-service of guests

Excursion houses - facilities with at least 30 beds, providing a basic range of services

Extended stay hotel - hotel for extended stay

RO room only - the price includes only accommodation

Rollaway bed - folding bed

Disabled room – hotel room adapted for the disabled guests

Extra bed - an extra bed in the room (it can be a sofa bed or an additional fold-out bed)

Full en-suite - room with a fully equipped bathroom (with bath and shower)

King room – hotel room equipped with an extra large bed. Mattress sizes vary depending on the hotel, but the most common dimensions are 198 - 200 * x 203 - 210 *.

Dormitory room - room in which there are many beds rented for different guests

Connecting room - room in the building adjoining the next room, connected by an internal door

Adjoining room - a room in the building adjoining the next room without a direct connection

Queen room - hotel room equipped with one large bed measuring approximately 160 x 200cm

Insert - completing the standard room equipment with a gift for the Guest

Twin room - hotel room equipped with two single beds

Twin for sole use – price for a double room, in which only one person will stay overnight

TPL triple room - hotel room equipped with three single beds

A’la carte menu – menu card with dishes to choose from (prepared by the chef de cuisine)

AB / American Breakfast - breakfast includes juice, tea or coffee and cold cuts, eggs, cheese and toast

All Inclusive (AI lub AL) – payment for the stay is a one-off, and all hotel services are included

AP / American Plan – included in the price: accommodation and three meals a day

Catering - supply of food and drinks for the needs of specific persons or events, delivery of the order to the place together with the waiter service

CB / Continental Breakfast - continental breakfast, which includes: tea or coffee, bread with butter or jam, honey or marmalade

Chef de partie, station chef - the chef responsible for one episode of production

CP / Continental Plan - price of a room with a continental breakfast

Complimentary - free

Corporate catering - food and beverage supply for companies

Demi-pension, half-pension - price of a room with breakfast and half board

European Plan / EP - price of a room without food

Half-pension, demi pension (or HB / Half Board) - cena pokoju ze śniadaniem i obiadokolacją

Karta menu - offer of dishes in a gastronomic establishment, properly prepared, systematized and printed

Mid-party meal / MPM - meals served during the event

UAL (Ultra All inclusive) – payment for a stay is a one-time payment, and all hotel services (including premium services) are included in it

English breakfast - breakfast consisting of juice, cereals, main course (meats, fish, eggs), toasts, butter, jam and tea or coffee

Hotel breakfast - a basic meal for hotel guests served in the morning

Bermuda Plan - included in the price: accommodation and English breakfast

Full pension, full board - price of a room with three meals a day (often mistaken with all-inclusive)

Full American Plan / FAP - price of a room with three meals a day

Modified American Plan MAP - price of a room with breakfast and half board

Swedish table – buffet meal

Monika and Piotr are a young couple who run a family, three-star hotel with attractions for children in one of the most popular tourist towns in Masuria - Mikołajki. Despite their young age and their two frisky sons, they can reconcile running a hotel with family life.

(VisitOn) Hotel Santa Monica *** is quite a new object on the market in Mikołajki. Where did you get the idea for a hotel?

Monika: My parents run a boarding house in Mikołajki, an aparthotel as well as seasonal holiday homes and hospitality have always been a part of my life. From an early age, with great commitment and interest, I helped my parents in running family businesses. When I got older - family holidays meant one thing: I became a "full-fledged" member of the crew. In my home there was always the subject of hospitality.

(VisitOn) How was the construction of the building?

Piotr: Initially, our intention was a guest house, which, however, during the conversations evolved to the rank of the hotel. At first we assumed that we would open an object with a dozen or so rooms and during the operation we would put off for expansion. Somehow it happened that the construction was going quite well and thanks to the financial help of a family the hotel grew much larger ...

(VisitOn) Family business from the beginning. How about bank financing? Such capital could help in building from the very beginning ...

Piotr: At the beginning of our journey, we were unreliable for the bank as investors, so we decided to ask the family for a small loan. In this way, from the very first steps, we can say that it is a family business

(VisitOn) Let's stay with family business for a while. For you, it's hard work from morning to evening. And what do your guests gain from this?

Monika: Being from morning to evening at the hotel, we can respond to the needs of our guests, their requests and wishes. Thanks to this, we know exactly what is happening in the property and what we must pay attention to.

Piotr: Sometimes there are owners or directors of various hotels who manage a place without leaving their office or even without being there ... What can such a person say about the guests who visit it? It is not uncommon that we know our returning guests by name and surname and we know how to prepare a stay for them so that they feel like they are in a second home.

Monika: It has happened more than once that our guests have become our friends and we meet them not only in Mikołajki, but also on joint trips or at home. It is amazing in our work that we have the opportunity to meet fantastic people.

(VisitOn) You run a child-friendly hotel. Was this idea from the beginning to create a place for a family vacation? Why did you choose a children's hotel?

Monika: It is natural that you want to be in a place that works positively for you, in which you feel like in a second home. We love the family atmosphere ... Going on vacation, even without boys, we were subconsciously always looking for hotels with a family atmosphere. Unfortunately, we have not always succeeded. After the first son was born, a hotel with attractions for children was already compulsive .. And believe us or not - there are hotels that are designated as child-friendly, but in addition to a playroom (often created from another room) did not offer nothing more for kids. In such situations, rest with a child turns into a constant search for a play area.

Piotr: I think that already at the stage of our travels together, we knew in which direction our object will go - a place where everyone will come as a long-lost family, where you know that you are "at home" and from which you will not want to leave ...

(VisitOn) Do you use the experience of other hoteliers?

Piotr: We are constantly developing and improving our offer, because, as we all probably, we are looking at solutions used in other places. By bringing a new idea, we talk to our crew and analyze whether specific activities will be beneficial to our guests or not

Monika: Being constantly in one place, you lose yourself in it, so we try to leave and take a distance, while watching other hotels, including those with attractions for children. Sometimes we spot something interesting - even a new type of slide or element of decor. After one of these trips we decided that it was time to refresh the lobby at the reception. Our guests were delighted with the change. We are currently working on the reconstruction and modernization of the restaurant

(VisitOn) Guests ... Each hotelier will say that the overriding goal of its activity is their satisfaction. What is important for you, apart from that, is it still important in running a hotel every day?

Piotr: We want everyone to feel good in our family hotel. Both our guests who visit Mikołajki and our staff. We make sure that the family atmosphere also prevails in the "backoffice", that's why we listen to our employees, we work with them both in the backoffice as well as in the front. We want our crew to know that you can count on us at any moment, so it happens that we carry tables, prepare a conference or a restaurant room for the event.

Monika: We know that a good working atmosphere translates into its effects. When guests see that our waiters are smiling - because they are simply unforced joyful, they feel completely different in our hotel. When you are in a place where people feel good - you just want to be there.

(VisitOn) What are your plans for the future? Is there anything you would like to implement into the hotel?

Piotr: Our next plan, which we will be implementing in the spring, is the expansion of the restaurant with a terrace space. We talked with guests who suggested that it would take a little more space - so we act.

Monika: I am dreaming of expanding the hotel ... It is true that we are limited in space, because the plot on which the hotel stands is surrounded on all sides by ownership plots, but maybe a little on the left, by the pool? A few rooms would fit ...

(VisitOn) And is there anything that you wish to each other when nobody listens?

Piotr: We always wish one thing: that guests who come to us feel at the Hotel Santa Monica *** just like us - means like in their second home.

Monika: And that our family hotel stays forever family.

Visit Hotel Santa Monica website and check their family offer HERE

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