House rules

This is a translation for information. In case of any doubt, the Polish version is binding.

HOUSE RULES OF TOP GARDEN APARTHOTEL
POLSKIEGO CZERWONEGO KRZYŻA 7
87-100 TORUŃ

These house rules set out: the booking rules, the rules for carrying out the stay, the use of the services provided by Otro Investments under the TOP Garden Aparthotel brand, and they apply to everyone staying on the premises.

Making a booking or starting a stay means accepting these house rules.

Booking and stay – general provisions

An apartment may only be used for accommodation and by the number of people stated in the booking – any change in the number of people must be reported to the staff without delay and the charge resulting from the difference must be paid. Making the apartment available to third parties without the Property’s consent is prohibited.

The Guest is obliged to use the apartment, its equipment and all of the Property’s facilities as intended, also bearing in mind the safety rules and these house rules.

Animals cannot stay as part of a booking, regardless of their species, size or the way they are carried. The only exception is assistance dogs – within the meaning of the applicable law, in particular guide dogs and assistance dogs for people with disabilities.

Access to the Property

Check-in is self-service, after completing the formalities and confirming identity (for this purpose the Guest is obliged to use true data to which they are entitled) and following the instructions sent to the Guest after the booking is made. Check-in is possible from 15:00. The Property does not offer a staffed reception desk.

The entrance to the building is through the café and is open to the public from 8:00 to 21:00. Outside the café’s working hours, entry is only possible with an individual access code sent to the Guest on the day of arrival in the instructions.

Access codes – both for the building and for the apartment – are intended only for the people included in the booking and must not be shared with third parties. They are active for the duration of the stay – i.e. from the day of check-in from 15:00 until the day of check-out until 11:00. If there are problems with access, the Guest should contact the staff without delay.

Use of the Property’s shared facilities

Guests may use the available shared areas of the Property as intended and during their opening hours.

Rooftop garden

Available to Guests only, from 8:00 to 22:00; access is from the 3rd floor.

Laundry room

Available to Guests 24 hours a day, on the staircase on the 1st floor. The equipment must be used according to the instructions available on site. Moving the laundry equipment to other parts of the Property is prohibited.

Café

The space is available from 8:00 to 21:00. Outside its opening hours, please do not use its equipment.

The Property is not liable for items left unattended in the shared areas.

Garage and parking spaces

The garage may only be used by Guests who have booked a parking space and paid the required fee – charged per vehicle. A parking booking entitles the Guest to use it only during the hotel day.

Vehicles with a maximum height of 1.9 m may enter the garage, and entry with vehicles fitted with an LPG system is prohibited – the Guest is obliged to check before arrival whether the vehicle meets these requirements.

Guests are obliged to follow the signs, instructions and general safety rules when using the garage. The parking area is covered by video surveillance. Parking space number 13 and the garden around the building are permanently excluded from parking and are not available for Guests’ cars.

Peace and quiet

Strict quiet hours apply at TOP Garden Aparthotel, covering the hours 22:00–6:00. Organising parties, receptions, events and gatherings that cause excessive noise or disturb the peace and comfort of other Guests is prohibited. If the peace and comfort of other Guests is disturbed, the Property reserves the right to refuse to continue the stay, with immediate effect.

The Guest is fully responsible for the behaviour of visitors whom they allowed into the apartment or the Property.

The Property is under 24-hour protection – on every floor and in the public areas (the surveillance cameras do not cover the interiors of the apartments). Video surveillance serves only to ensure safety; if a situation requiring intervention occurs, security may be called to take action on the premises.

Smoking and safety

Smoking cigarettes and e-cigarettes and using other products that produce smoke is prohibited in the apartments and shared areas. Using open flames, e.g. candles, incense, flares and fireworks, is prohibited. Interfering with the technical and fire safety installations and equipment on the premises is prohibited. For safety reasons, the following must not be blocked: escape routes, staircases, emergency exits or other places intended for evacuation. In situations of direct danger to life or health, contact the emergency number 112 immediately and then inform the Property.

Damage

The Guest is fully liable for damage, breakage and missing equipment caused through their fault or the fault of people whom they allowed into the apartment or the Property. The staff may charge the Guest reasonable costs of repairing damage, replacing missing equipment, extra cleaning or removing the effects of breaching the rules of stay, and reserve the right to inform the platform through which the booking was made about breaches.

All damage and faults must be reported to the Property as soon as they are noticed.

Check-out

The apartment must be vacated by 11:00 at the latest on the last day of the stay (vacating also includes completely removing luggage and personal belongings, as well as leaving the garage). At the end of the stay, the Guest is obliged to leave the apartment in a condition that allows it to be prepared for the next Guest in the standard way. Extending the stay requires prior agreement with the staff and is treated as an extra service. Leaving the apartment after the agreed time without the Property’s consent may result in a penalty charge.

Items left behind

The Guest is obliged to take all private belongings before the end of the stay – the Property is not liable for items left behind, subject to liability arising from the law.

Items found at the aparthotel are kept by the Property for a maximum of 14 days – after that time, if the Guest has not been in touch, they may be disposed of.

At the Guest’s request, items may be sent to an address provided – the cost of postage and packaging is borne by the Guest. The Property does not provide special storage conditions, in particular for items requiring a certain temperature, humidity or other specialised conditions (this applies, among others, to medicines or food products).

Complaints

If an irregularity concerning the apartment, its equipment or the services provided is found, the Guest should inform the Property of this without delay, if possible still during the stay – to allow full verification of the report and the necessary action to be taken to remove the problem the report concerns. If a problem is not reported during the stay, the Property may take this into account when considering the complaint, in particular if reporting it earlier would have made it possible to remove the irregularity or its effect on the comfort of the stay.

A formal complaint must be sent to the e-mail address: hello@topgardenaparthotel.com – without delay after the irregularity is found, but no later than 14 days after the end of the stay at the Property, or, for a booking that was not used – 14 days after the date on which the stay was due to start.

The report should include:

• the details of the person who made the booking, i.e. first name, surname and contact details, i.e. phone number and e-mail address,
• the booking number and dates,
• information on which Property and apartment the report concerns,
• a description of the irregularity,
• the compensation expected,
• photos or other material supporting the report (where possible).

The Property replies to a complaint within 14 days of receiving it; if considering it requires additional information from the Guest, this period may also be extended by the time spent waiting for it.

Making a complaint does not suspend the obligation to pay the amount due for the booking and for the extra services purchased. Any compensation for an accepted complaint is settled separately. The Property reserves the right not to accept a complaint if the alleged shortcomings in the services result from causes on the side of the customer or of people for whom the customer is responsible.

Personal data

Guests’ personal data is processed to carry out bookings, provide services and meet obligations arising from the law. Detailed information on the processing of personal data can be found in the TOP Garden Aparthotel Privacy Policy, available at: https://www.topgardenaparthotel.com/en/privacy-policy/.

Breaches of the house rules

In the event of a serious or repeated breach of these house rules (in particular organising parties, breaking the quiet hours, smoking or causing damage), the Property may take action, including requiring the Guest to leave the Property or charging the Guest the costs resulting from the breaches.

Financial penalties under these house rules:

• breaking the smoking ban: PLN 1000
• breaking the ban on organising parties and events: PLN 1000
• using parking spaces without a booking: PLN 500
• documented disturbance of the quiet hours or of other Guests’ peace: PLN 500
• not leaving the Property in line with prior arrangements: set individually based on the late check-out price list + the cost of taking the apartment out of use, if any
• damage to or theft of hotel linen (i.e. bed linen or towels): PLN 300
• extra cleaning: set individually
• serious damage: set individually based on the cost estimate for removing the damage + the cost of taking the apartment out of letting for the duration of the repair work

Liability

The Guest is obliged to follow the safety and fire protection rules and to use the Property’s equipment and facilities as intended and according to the instructions available.

A stay at TOP Garden Aparthotel does not include insurance for the Guest, their belongings and the people accompanying them. The Guest may arrange suitable insurance for the stay themselves.

The Property is not liable for the loss of or damage to the Guest’s belongings, except where such liability arises from the applicable law.

TOP Garden Aparthotel is not liable for interruptions or limitations in the provision of services resulting from causes beyond its control, in particular breakdowns, force majeure or decisions of the competent authorities.

Children

Minors may stay at the Property only in the care of adults, and the Property has the right (e.g. during the online identity check before check-in) to require the child’s details and confirmation of kinship.

The charges for children’s stay and breakfast depend on their age. The following rules apply:

• children aged 0–3 – the stay and breakfast are free of charge,
• children aged 4–10 – the charge for the stay and breakfast is 50% of the adult rate,
• people aged 11 and over – are treated as adults for charging purposes and pay the full rate for the stay and breakfast.

The child’s age is determined on the first day of the stay.

Final provisions

Matters not covered by the house rules are governed by the applicable law.

The house rules are made available to the Guest before the stay begins and remain available for inspection for its duration.

Starting the stay means that the Guest undertakes to follow the house rules.

The Property may change the house rules – however, changes will not apply to stays that began before they were introduced.

These house rules apply from 27.10.2026.