Poland – Travel agency and similar services – Usługa rezerwacji i sprzedaży miejsc noclegowych w hotelach krajowych i zagranicznych na potrzeby Instytutu Adama Mickiewicza w latach 2026-2029

The subject of the contract is the service of booking, selling and managing domestic and international hotel (accommodation) services for the needs of the Adam Mickiewicz Institute. 1. Scope of the contract 1. Searching for offers of hotel facilities. 2. Booking hotel services (accommodation) in Poland and abroad. 3. The service will be provided for 36 months from the date of signing or until the maximum contract value is exhausted. 4. Acting as an intermediary in the sale of hotel services, including making payments. 5. Acting as an intermediary in cancellations and changes to bookings and handling refunds. 6. Providing the Contracting Authority with detailed information about the booking, including: check-in, check-out, meals, city tax and other charges. 7. Representing the Contracting Authority in complaints regarding hotel services. 8. Ensuring 24/7 service, including on non-working days. 9. Regularly updating the available offer. 10. Caring for the Contracting Authority's interests, in particular informing about events that may affect the implementation of the contract. 11. The Contractor will provide a service office in Poland (headquarters or branch) open for at least 5 days a week (Mon-Fri) from 8:00-18:00 and a 24/7 helpline enabling bookings and changes to be made outside office hours. 12. Assigning a Client Care Manager and at least three dedicated staff to serve the Contracting Authority. 13. Providing an online booking system enabling bookings to be made and modified by authorised staff of the Contracting Authority. The system must: • work in the latest main browser versions, • contain the full range of hotels available from the Contractor, • have filters (min.: standard, price, location, meals, internet), • enable map search, • enable the generation of vouchers in PL and EN, • enable a full history of booking changes (audit trail), • enable the export of booking data and change history (PDF/XLSX). 14. The system must enable access to the Contracting Authority's special rates along with cancellation conditions. 15. The system must enable the generation of reports (number of persons, turnover, detailed data by hotel, guest and period). 2. Important information 1. Estimated number of bookings: approx. 12,600, including: • 8,000 international • 4,600 domestic 2. At the disposal of the Contracting Authority: 1-, 2-, 3-person rooms in 2–5 star standards. 3. Booked services must meet international quality and safety standards. 4. Geographical scope: Poland and abroad, in particular the EU, the United Kingdom, the USA, China, Japan, South Korea, Scandinavian countries. 5. Bookings for representatives of cultural institutions – a high standard of service is required. 6. The quantities are estimated and may change within the contract value. 7. The Contractor provides support in case of problems at the place of service provision. 3. Booking procedure 1. The Contracting Authority sends an email request. 2. Specifies requirements (location, budget, preferences). 3. The Contractor presents a minimum of 3 available offers meeting the requirements (if available). 4. Response time: maximum 1 hour from receipt of the request (during operating hours; outside these hours – according to the SLA 24/7). The offer contains: • information about the hotel including address and category • information about the type of room (sgl, dbl, twin, trpl, smoking/non-smoking) • information whether breakfast is included in the room price • information whether internet use is included in the room price • cancellation conditions • distance from the location specified by the Contracting Authority. • price in PLN – only for bookings of hotel accommodation in Poland, • for international bookings the price in currencies in accordance with the Regulation of the Minister of Family and Social Policy of 25 October 2022, amending the regulation on the entitlements of an employee employed in a state or local government budgetary unit in the sphere of public administration arising from business travel • information whether the traveller will be obliged to incur additional temporary costs, e.g. in the form of a refundable deposit, local tax, information about deposits and additional charges. 5. The Contracting Authority's choice is made by email or telephone (confirmed by email). 6. The Contractor makes the booking immediately upon acceptance. 7. The Contractor informs about all booking changes. 8. The Contractor provides the most economically advantageous option meeting the Contracting Authority's requirements 9. In the event of fewer than 3 offers – the Contractor provides a justification and a smaller number of proposals. 10. In the event of no matching offers – alternatives (different standard/location) are allowed after acceptance by the Contracting Authority. 11. The Contractor takes into account hotels preferred by the Contracting Authority. 12. The Contractor enables the takeover of bookings made by the Contracting Authority or other entities. 13. The Contracting Authority may change guest data in accordance with the hotel's policy. 14. It is possible to book multiple rooms under one name or institution name. 15. Possibility to change dates up to 24h before arrival (in accordance with the hotel's policy). 16. The Contractor sends confirmations in the form of a voucher. 17. Implementation of additional hotel requirements (if available). 18. The transaction fee applies to one booking. 19. The VAT invoice contains data: • guest's first and last name, • first and last name of the ordering person • stay period, • hotel and location, • price and discount, • transaction fee, • average exchange rate (NBP). 20. Double exchange is prohibited – conversion directly at the average NBP rate on the date of service commencement. 4. CHANGE TRACKING SYSTEM The system must provide a full history of booking changes (audit trail), including: • date and time of change, • user making the change, • scope of change (date, price, hotel, guest data), • values before and after the change, • change channel (system / email / telephone / 24/7), • no possibility of overwriting history.