Nasze obiekty
Nasze obiekty
We include the most frequently asked questions and answers regarding your reservation in the event of a COVID-19 threat
My holiday has been canceled - the hotel/recreation center is closed. What now?
Out of concern for your safety, as well as the safety of our employees and their families, we have limited or suspended operational activities in our facilities. We make every effort to allow you to come to our facilities as soon as possible and safe.
However, in accordance with the Act of March 31, 2020 on special solutions related to the prevention, counteracting and combating of COVID-19, other infectious diseases and crisis situations caused by them, we have prepared three alternative options for you:
flexible change of departure date (you can choose any date in any facility of the NAT hotel and recreation center chain),
refund of the funds paid in the form of a voucher to be used within one year from the first day of the planned trip,
refund of funds paid after 180 days from the date of resignation.
Of course, the choice in this situation is yours, however, we strongly encourage you to support the tourism industry by considering joining campaigns supporting Polish tourist brands initiated by the Polish Chamber of Tourism and the Polish Tourist Organization - #ZostańWdomu #ZmieńTerminDon'tcancel #SupportTourism.
I have a trip planned in June/July/August... I'm afraid that due to the current situation, I won't be able to take part in the trip. Can I apply for a refund of the advance payment?
We are aware that in the current situation you may have doubts about your holidays and you may worry about your trips. The NAT management board makes decisions dynamically and responds to the changing political conditions related to the epidemic. All decisions are made without any harm to you, so please be patient when going on holiday. Your well-being and safety comes first.
If the epidemic situation continues and it is planned to suspend the operations of tourist facilities again, we will inform you in advance about planned changes related to the operation of the facilities.
At this point, we hope that holiday stays will take place, which was also confirmed by the information provided last week by the Government regarding the restoration of tourist facilities in the second stage of "unfreezing the Polish economy".
We kindly ask you not to make hasty decisions. The situation related to the epidemic is very dynamic, we make every effort to keep you informed about the progress of reservations made.
If you are considering canceling the trip, we recommend that you read the General Terms and Conditions of Participation attached to each contract. They indicate what costs are incurred by the Participant at the time of resignation - they vary depending on the date of submission of the resignation. Up to a month before departure, cancellation costs amount to 20% of the event value - which is exactly the amount of the advance payment collected when signing the contract.
Taking into account your well-being and concern for the funds paid, we suggest that you postpone the decision to cancel until one month before your stay (according to the General Terms and Conditions, until then, the cancellation costs are the same as 2-3 months before departure, i.e. 20% of the holiday price ), because when the Customer resigns well in advance - when there is no specific decision yet regarding the closure of the facility (e.g. in June, July, August...), he is obliged to bear the cancellation costs. If the epidemic still prevents us from opening facilities, the Act of March 31, 2020 on special solutions related to the prevention, counteracting and combating of COVID-19, other infectious diseases and crisis situations caused by them shall apply, pursuant to which The customer may apply for a cost-free refund of all funds paid.
I have Cancellation Insurance (Signal Iduna), can I apply for a refund of the funds paid in the current situation due to the ongoing epidemic?
Customers with KIT Signal Iduna insurance are covered when they are diagnosed with SARS-CoV-2 coronavirus infection, which prevents them from traveling - they are then subject to the same protection as in the case of other sudden diseases. However, the insurance does not cover situations where, due to the risk of infection, the Customer applies for a refund of the funds paid. Due to the above, you can only apply for an insurance refund if the Client falls ill with Covid-19.
I'm booked to stay at the end of May/beginning of June. When will I find out if the trip will take place?
All your reservations to be made in the near future are monitored by our employees. The Management Board's decisions are based on current government regulations, but are made dynamically, depending on current regulations and restrictions.
If the trip is impossible, our employees will contact you to propose alternative solutions. We contact you by e-mail and telephone in the order in which the planned trips begin - from the nearest one.
In some of our seasonal facilities, operational activities are suspended until June 1, but we will make every effort to extend the season until the end of October.
We offer all our guests favorable conditions for changing their stay. We hope that the situation will be under control and all of you will be able to relax in our hotels and recreation centers.
I resigned from my holiday because the resort I was supposed to go to would be closed due to the current epidemiological situation. I requested a refund, but I still haven't received it. Why do you have to wait so long?
In the light of current regulations, waiting for a refund requires a certain amount of patience, as we can wait up to 194 days for the transfer (180 days is an additional time for making a refund, specified in the Act of March 31, 2020 on specific solutions related to the prevention, counteracting and combating COVID-19, other infectious diseases and crisis situations caused by them, in turn, according to the General Conditions of Participation attached to the Agreement, the Organizer has 14 days to transfer the refund in connection with the termination of the agreement).
Therefore, we kindly ask you to reconsider your decision regarding a cash refund and, therefore, consider a refund in the form of a voucher, for which the waiting time is much shorter and thus gives you the opportunity to use the voucher earlier, for example when the epidemiological situation calms down. and you would like to go on holiday during the holidays.
Can I change my departure date if my trip has been/will be canceled?
Of course, as one of the largest national chains of hotels and resorts operating under the NAT brand, we guarantee you flexible options for changing the date and place of departure. If you are concerned about an upcoming week-long trip to the seaside, you can, for example, transfer the payment towards an autumn weekend stay in the mountains.
In the actions taken in connection with the epidemic, we promote the nationwide campaign #ZmieńTerminNieCancel, and therefore - we try to enable you to take advantage of your desired vacation at a later date in the most advantageous way possible.
For this purpose, until April 30 this year. We have also launched a promotion aimed at enabling our customers who are already dreaming of a holiday but cannot plan it yet, to benefit from a special discount. When purchasing a voucher worth PLN 900 to be used in any NAT hotel or resort, the customer receives: an additional discount on the purchase of PLN 100 and the possibility of redeeming the voucher extended to 2 years. This way, people who are not planning a vacation yet, but are thinking about it, will not have to worry that they will not be able to use the voucher, and can additionally take advantage of an attractive promotion and plan their vacation at a later date.
I canceled my trip before the epidemic was announced, now it turns out that it would not have taken place anyway due to the closure of tourist facilities. Will I get a refund of the withheld funds?
Unfortunately, at the time of resignation, the General Conditions of Participation attached to the contract applied. Only resignations submitted after the announcement of the state of epidemic and the Act of March 31, 2020 on special solutions related to the prevention, counteracting and combating of COVID-19, other infectious diseases and crisis situations caused by them, received a basis for requesting a cost-free refund of the funds paid after 180 days from the date of resignation or use of addit
Which of the solutions proposed in the special act is the most beneficial for me? Change of date, voucher or cash refund?
In the actions taken in connection with the epidemic, we are committed to promoting the nationwide #ChangeTerminDon'tCancel campaign, and therefore we try to enable you to take advantage of your desired vacation at a later date in the best possible way. For this reason, we encourage you to relax at a later date in any NAT network facility.
In the case of canceled Easter stays, we also offer you to take advantage of the price stability guarantee at the time of booking for Christmas, New Year's Eve or Easter stays next year.
The voucher offer is also attractive, because for each stay booked with the voucher we offer you additional insurance against cancellation costs completely free of charge. We encourage you to support Polish tourism and thus the condition of the national economy.
A cash refund is a solution that in some cases is considered first, which of course we understand and do not deny. However, in the light of current regulations, this solution requires a certain amount of patience, as we can wait up to 194 days for the transfer (180 days specified in the Act of March 31, 2020 on special solutions related to the prevention, counteracting and combating of COVID-19 and other diseases infectious diseases and crisis situations caused by them, and an additional 14 days specified in the General Terms and Conditions of Participation attached to the Agreement), therefore we kindly ask you to reconsider your decision regarding a cash refund and thus consider a refund in the form of a voucher, the waiting time for which is definitely long. shorter (via e-mail – in the same week, via traditional mail – the following week).
How can I get a refund of funds paid from a canceled trip?
In order to obtain a refund of the funds paid, a written withdrawal from the contract must be submitted to the Organizer. However, we would like to draw your attention to the current regulations (Act of March 31, 2020 on special solutions related to the prevention, counteracting and combating of COVID-19, other infectious diseases and crisis situations caused by them), under which refunds will be made after 180 days. days from the date of resignation. Therefore, we recommend that you familiarize yourself with the alternative solutions proposed by NAT.
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