FAQ
Where is the festival held?
RestaurantWeek® is held in Prague, Brno, Ostrava and Pilzno. In the future we want to invite more cities to the festival.
How to make a reservation?
Booking tables for the festival is as easy as buying a cinema ticket!
To select your desired restaurant, visit www.restaurant-week.cz, log in or create a new profile (create guest profile). Select a restaurant with a three-course menu, date, time and number of guests. If you would like to try our special festival cocktail, be sure to select this option during the booking process. Then pay for your reservation through Straal. Once payment has been made, you will receive a booking confirmation email to the email address you provided during registration.
What is the latest time I can book a table at the restaurant?
Reservations for the festival can be made the day before visiting the restaurant until 10:30 PM.
When should I pay for the reservation?
Payment can only be made at the time of booking. Once you click on the "BOOK AND PAY" button, the system will automatically redirect you to an electronic payment page where you can pay for your reservation online.
Payment for the reservation must be made within 15 minutes of submitting all reservation details. If the reservation is not paid for within this time, the reservation will be automatically cancelled and the table will be available again on the website.
If you still make a payment after 15 minutes have elapsed (e.g. when you open the payment in a new window), Straal will cancel the transaction and refund the money to your account or credit card.
Reservations cannot be paid for when visiting the restaurant. You can only book a table and pay through our system.
Why haven't I received a booking confirmation by email?
Make sure you have entered the correct email address when booking without logging in to your guest profile – this is the most common reason why you will not receive a confirmation.
If you entered the correct email address and did not receive a confirmation email, please check your Spam or other folders in your inbox.
If none of the above methods work, please have a moment of patience as you will have to wait a bit for our system to respond 🙂 If the waiting time to confirm your booking exceeds 60 minutes, please check the payment status. If the payment was successful but the confirmation is still missing – please contact our guest service via email.
I don't remember the password to my guest profile/I'm having trouble logging in. What can I do?
Make sure you have entered the correct email address and password for the guest profile.
If you still can't log in to your guest profile after entering the correct credentials, try one of these solutions:
1. Visit our site in an anonymous window
2. Use a different browser
3. Try logging in on a different device
4. Clear cookies and cache in your browser.
If you have forgotten your password, please click on the "I don't remember my password" button at the bottom of the login window. You will receive an email with a link to reset your password. Use it to set a new password for your guest profile.
Please note that the link you receive by email is only valid for one hour for security reasons. After this time the link will not work.
If you have trouble changing your password, please contact us by email. Our guest service will be happy to help you solve your problem.
NOTE: If you have created a guest profile using automatic integration with your Facebook account, reset the API settings in your Facebook account. In this case, resetting your password in our system may not help.
How do I change my reservation?
Simply log in to your guest profile and select the booking you wish to edit under the "Your reservations" tab, then click the "Edit" button on the right. The system will redirect you to the reservation details. To edit a reservation, simply enter the new details from the beginning.
Enter the details of the new reservation in the parameter selection window. Follow the same steps as for each new booking. In the "Reservation Overview" window, make sure that all the new details match. Confirm the changes to the booking by clicking on the "Save changes" button.
After confirming changes to your reservation, you will receive an email confirmation with your new details.
Please note that you can modify your reservation up to 10:30 PM the day before the reservation (visiting the restaurant). After this time, the reservation cannot be changed.
What is the latest date I can change a paid reservation?
Changes can be made to a paid reservation up to 10:30 PM the day before the reservation (restaurant visit). After this time, the reservation can no longer be changed.
What can I change in my reservation?
You can change the date, time or increase the number of guests. You cannot decrease the number of guests in a reservation.
You also cannot change the restaurant after booking. However, if you really want to change the restaurant, you can cancel the reservation and create a new one :).
If you want to invite more guests, set the new required parameters while editing the reservation - select the desired number of guests and specify the menu for each of them. The system will then redirect you to the "Reservation Overview" window. If everything is in order, click on the "BOOK AND PAY" button. The system will redirect you to the electronic payment page. Once payment has been made, you will receive an email confirmation of your booking including the changes you have made.
How do I cancel my reservation? Will I get my money back?
Simply log in to your guest profile, select the booking to be cancelled under the "Your booking" tab and click on the "Edit" button on the right. Our system will redirect you to the booking details window. The "Cancel booking" button is located at the top of the screen.
Please note that cancellations are final. If you cancel your reservation, you will not be able to renew it.
If you cancel your reservation, you will receive an email from us confirming the cancellation. If you have cancelled your reservation but have not received a cancellation confirmation, please check that the booking is visible when you log in to your guest profile. If you can still see your reservation, please contact our Guest Services.
The refund depends on when you cancel the reservation.
If you cancel your reservation less than 1 day before the reservation date, we will refund 100% of the ticket value.
In accordance with the Terms and Conditions, if you wish to cancel your reservation on the day of your reservation or later than 10:30 PM the day before your visit, we will not refund the funds as the restaurant will be ready for your visit.
Please note that if you reschedule your reservation, the cancellation period will be calculated from the original date. For more information, see the RestaurantWeek® Festival Terms and Conditions at https://restaurant-week.cz/regulations.
Your money will be refunded within 7 days of cancellation.
Refunds are made via the electronic payment system in the same way as the payment (card/transfer).
What should I do if I accidentally cancel my reservation?
Cancellation is an irreversible process. If you have cancelled your reservation, it cannot be reinstated. If you have cancelled your reservation by mistake, please contact our Guest Services.
Is punctuality necessary and what happens if I'm half an hour late?
Please be punctual :). You have 90 minutes from the start of your reservation to taste the menu. After this time, other guests will be waiting for their reservations. We want all guests to be able to enjoy their three course menu in peace.
If you are more than 15 minutes late, the restaurant has the right to refuse to serve the menu and may refuse to process your reservation without refund or date change.
When and how do I receive my VAT invoice?
It is the restaurant's job to fiscalize receipts from the festival menu, so if you need an invoice for your festival reservation, ask the restaurant staff for an invoice at the beginning of your dining experience.
About discount codes
Apply the code in the payment window at the end of the booking. Each discount code (including codes sent by email) has a limit of use. To check the usage limit of your code, please contact our Guest Services.
We don't have a universal code that works for all the events we organize.
Codes are valid only for the festival for which they were awarded.
Codes cannot be returned or exchanged for money.
Only one code can be used per booking.
Code cannot be combined with other promotions/codes.
*PLEASE NOTE! If you have made a reservation and have not entered the discount code in your reservation, you will not be able to receive the equivalent discount in any other form. The discount cannot be obtained in any other way, you must enter the correct code during the booking process.
How does the "eighth free guest" event work?
The "Eighth Guest Free" promotion is only valid when booking a table for eight (8). This discount cannot be combined with other discounts and codes.
During the booking process for eight (8) people, enter the code OSMY-ZDARMA in the booking overview after clicking the box and the amount of seven (7) people will be automatically charged for payment.
Discount cannot be applied when booking 2 x 4 persons (4) or 2 x 3 persons (3) + 1 x 2 persons (2) or when booking for 7 persons (7).
If you wish to make a reservation for more than 8 people, please contact our Guest Services at [email protected]
*PLEASE NOTE! If you have made a reservation and have not entered the discount code in your reservation, you will not be able to receive the equivalent discount in any other form. The discount cannot be obtained in any other way, you must enter the correct code during the booking process.
ABOUT THE FESTIVAL
What is the main idea of the festival?
The idea of the team and co-creators (restaurants, partners, patrons, institutions supporting the event) of RestaurantWeek® is to promote and support the development of the restaurant scene through a cyclical, carefully prepared presentation of its activities to festival guests. Our aim is to bring guests closer to individual restaurants and guests closer to restaurants. We want to break down the barriers that prevent guests from spending time in restaurants. RestaurantWeek® is a unique opportunity to get to know the best restaurants in their amazing festival setting.
Restaurants participating in the festival are carefully selected based on the high quality of the food and products offered, the level of the original menu, and the level of service - restaurants without service do not participate in the festival.
How many cities participate in the festival and how often is it held?
RestaurantWeek® is held in Prague, Brno, Ostrava and Pilzno. In the future we want to invite more cities to the festival.
RestaurantWeek®, the festival of the best restaurants, is held twice a year - in spring and autumn.
How to attend the festival and how much does a ticket cost?
Simply visit the festival website, make your reservation and payment, and on the date indicated on your reservation confirmation, go to the restaurant and enjoy a three-course dining experience.
The price for the festival menu and a gift from the sponsor is 490/790 CZK + reservation fee of 49 CZK (excluding VAT) for each guest.
GUEST PROFILE
What is the purpose of a guest profile?
By registering with RestaurantWeek® and creating a guest profile, you can edit your reservation details - change the date, time, menu, increase the number of people or cancel your reservations and view your dining experience. You will also see all your reservations in your guest profile.
In addition, you do not have to fill in your details each time you make a booking after logging into your guest profile, as the system will automatically fill them in for you. Thanks to this solution, you can avoid typos in your email and be sure that your booking confirmation and booking reminder will be sent to the correct address.
The first time you book without logging in, the system will automatically create a new guest account. You will receive a welcome email and password to log in to your guest account at the email address provided at the time of purchase.
In the welcome email, we will also ask you to confirm your registration in the system.
Please note: If you do not confirm your registration within 24 hours, you will not be able to regain access to your guest account. If you do not regain access to your guest account, you will not be able to make any changes to your paid reservations.
I don't remember the password to my guest profile/I'm having trouble logging in. What should I do?
Make sure you have entered the correct email address and password for the guest profile.
If you still can't log in to your guest account after entering the correct credentials, try one of these solutions:
1. Visit our site in an anonymous window
2. Use a different browser
3. Try logging in on a different device
4. Clear cookies and cache in your browser.
If you have forgotten your password, please click on the "I don't remember my password" button at the bottom of the login window. You will receive an email with a link to reset your password. Use it to set a new password for your guest profile.
Please note that the link you receive by email is only valid for one hour for security reasons. After this time the link will not work.
If you have trouble changing your password, please contact us by email. Our guest service will be happy to help you solve the problem.
PLEASE NOTE: If you created a guest account using the automatic integration with your Facebook account, reset the API settings on your Facebook account. In this case, resetting your password in our system may not help.
BOOKING PROCESS
How to book a table?
Booking tables for the festival is as easy as booking a cinema ticket!
To select your desired restaurant, visit www.restaurant-week.cz, log in or create a new profile (create guest profile). Choose a restaurant with a three-course menu, date, time and number of guests. If you would like to sample our special festival cocktail, be sure to select this option during the booking process. Then pay for your reservation through the Straal system. Once payment has been made, you will receive a booking confirmation email to the address you provided during registration.
What is the latest time I can book a table at the restaurant?
Reservations for the festival can be made the day before visiting the restaurant until 10:30 PM.
Can I book a table for 1 person?
This option is not available.
Why haven't I received a booking confirmation by email?
Make sure you have entered the correct email address when booking without logging into your guest account - this is the most common reason why you will not receive a confirmation.
If you have entered a valid email address and have not received a booking confirmation email, please check your Spam or other folders in your email.
If none of the above methods work, please have a moment of patience as you will have to wait a bit for our system to respond 🙂 If the waiting time to confirm your booking exceeds 60 minutes, please check the payment status. If the payment was successful but the confirmation is still missing - please contact our guest service via email.
CHANGE OF RESERVATION
What is the latest date I can change a paid reservation?
Changes can be made to a paid reservation up to 10:30 PM the day before the reservation (restaurant visit). After this time, the reservation can no longer be changed.
I want to change my reservation. How can I do this?
Simply log in to your guest profile and select the booking you wish to edit under the "Your Reservations" tab, then click the "Edit" button on the right. The system will redirect you to the booking details. To change your reservation, simply enter the new details from the beginning.
Enter the details of the new reservation in the parameter selection window. Follow the same steps as for each new booking. In the "Reservation Overview" window, make sure that all the new details match. Confirm the changes to the booking by clicking on the "Save changes" button.
After confirming changes to your reservation, you will receive an email confirmation with your new details.
Please note that you can modify your reservation up to 10:30 PM the day before the reservation (by visiting the restaurant). After this time, the reservation cannot be changed.
What can I change in my reservation?
You can change the date, time or increase the number of guests. You cannot decrease the number of guests in a reservation.
You also cannot change the restaurant after booking. However, if you really want to change the restaurant, you can cancel the reservation and create a new one :).
If you want to invite more guests, set the new required parameters during the booking editing process - select the desired number of guests and specify the menu for each of them. The system will then redirect you to the "Reservation Overview" window. If everything is in order, click on the "BOOK AND PAY" button. The system will redirect you to the electronic payment page. Once payment has been made, you will receive an email confirmation of your booking including the changes you have made.
CANCELLATION OF RESERVATION
How do I cancel my reservation? Will I get my money back?
Simply log in to your guest profile, select the booking to be cancelled under the "Your Reservations" tab and click on the "Edit" button on the right. Our system will redirect you to the booking details window. The "Cancel Reservation" button is located at the top of the screen.
Please note that cancellations are final. If you cancel your reservation, you will not be able to renew it.
If you cancel your reservation, you will receive an email from us confirming the cancellation. If you have cancelled your booking but have not received a cancellation confirmation, please check that the booking is visible when you log in to your guest profile. If you can still see your reservation, please contact our Guest Services.
The refund depends on when you cancel the reservation.
If you cancel your reservation less than 1 day before the reservation date, we will refund 100% of the ticket value. In accordance with festival rules, we do not refund the booking fee of 49 CZK (excluding VAT) per Guest.
In accordance with the Terms and Conditions, if you wish to cancel your reservation on the day of your reservation or later than 10:30 PM the day before your visit, we will not refund the funds as the restaurant will be ready for your visit.
Please note that if you reschedule your reservation, the cancellation period will be calculated from the original date. For more information, see the RestaurantWeek® Festival Terms and Conditions at https://restaurant-week.cz/regulations.
Your money will be refunded within 7 days of cancellation.
Refunds are made via the electronic payment system in the same way as the payment (card/transfer).
What should I do if I accidentally cancel my reservation?
Cancellation is an irreversible process. If you have cancelled your reservation, it cannot be renewed. If you have cancelled your reservation by mistake, please contact our Guest Services.
I have a reservation for tonight, but I can't make it to the restaurant.
Reservations cannot be cancelled on the same day for which they were purchased.
If you cannot make it to the restaurant, you can give the reservation to someone else as a gift. Your friends or family must then provide name and surname you provided during the booking process when visiting the restaurant.
IN THE RESTAURANT
Do I have to provide my reservation at the restaurant?
You don't need to print your booking confirmation - you can display it on your phone screen when you arrive at the restaurant, or report the name you gave during booking (guest profile owner).
Is punctuality necessary and what happens if I'm half an hour late?
Please be punctual :). You have 90 minutes from the start of your reservation to taste the menu. After this time, other guests will be waiting for their reservations. We want all guests to be able to enjoy their three course menu in peace.
If you are more than 15 minutes late, the restaurant has the right to refuse to serve the menu and may refuse to process your reservation without refund or date change.
How do I rate my impression of a restaurant?
Log in to your guest profile and click on the "Your Reservations" tab. Click "Rate" on the reservation you want to rate. Once you have confirmed the details, the rating will be saved and you will not be able to edit it afterwards. Remember, the restaurant cares about your honest rating!
PAYMENT
When should I pay for the reservation?
Payment can only be made at the time of booking. Once you click on the "BOOK AND PAY" button, the system will automatically redirect you to an electronic payment page where you can pay for your reservation online.
Payment for the reservation must be made within 15 minutes of submitting all reservation details. If the reservation is not paid for within this time, the reservation will be automatically cancelled and the table will be available again in the menu with other guest reservations.
If you still make a payment after 15 minutes have elapsed (e.g. when you open the payment in a new window), Straal will cancel the transaction and refund the money to your account or credit card.
Reservations cannot be paid for when visiting the restaurant. You can only book a table and pay through our system.
What payment methods are available?
Reservations can be paid for using the Straal electronic payment system.
As part of its services, Straal provides the option to pay online by bank transfer, debit or credit card or electronic wallets (Google Pay, Visa Checkout, Masterpass).
The payment link cannot be generated and sent by email.
I wanted to make a reservation, but the system stopped working during payment. How can I check if my reservation was successful?
Log in to your guest profile and check that your reservation is visible in the "Your reservation" section. If your reservation is displayed correctly, it means that the payment was successful and the reservation is active. If you do not see the booking in your guest profile, it means that a system suspension has prevented the payment from being completed and you need to make the booking again.
VOUCHERS AND DISCOUNT CODES
About discount codes
The code will be applied in the payment window at the end of the reservation. Each discount code (including codes sent by email) has a limit of use. To check the usage limit of your code, please contact our Guest Services.
We don't have a universal code that works for all the events we organize.
Codes are valid only for the festival for which they were awarded.
Codes cannot be returned or exchanged for money.
Only one code can be used per booking.
Code cannot be combined with other promotions/codes.
*PLEASE NOTE! If you have made a reservation and have not entered the discount code in your reservation, you will not be able to receive the equivalent discount in any other form. The discount cannot be obtained in any other way, you must enter the correct code during the booking process.
How does the "8th Guest Free" discount work?
The "8th Guest Free" promotion is only valid when booking a table for eight (8).
During the booking process for eight (8) people, enter the code OSMY-ZDARMA in the booking overview when you click on it and the amount of seven (7) people will be automatically charged to the payment.
Discount cannot be applied when booking 2 x 4 persons (4) or 2 x 3 persons (3) + 1 x 2 persons (2) or when booking for 7 persons (7).
If you wish to make a reservation for more than 8 people, please contact our Guest Services at [email protected].
*PLEASE NOTE! If you have made a reservation and have not entered the discount code in your reservation, you will not be able to receive the equivalent discount in any other form. The discount cannot be obtained in any other way, you must enter the correct code during the booking process.
Why is the discount code I received for RestaurantWeek® not working?
Make sure you enter the code in the correct place (last step of booking after clicking the "Discount code" box).
If you see the required field, please double check the code you are entering (upper and lower case, no spaces or additional characters). It is most convenient to use the copy/paste tool.
Discount codes consist of alphanumeric characters, i.e. numbers from 0 to 9 and letters of the Latin alphabet.
Discount codes are valid only for the festival year for which they are intended. Please make sure that the discount code is for the edition of the festival during which you wish to redeem it.
*PLEASE NOTE! Some codes have a usage limit. If you want to check the code limit, please contact our guest service.
How to redeem the discount code?
Choose the date, time and restaurant you want to visit and the number of people - in other words, make a classic reservation. 🙂
Once you have selected and confirmed all the details of your booking, a button will appear on the summary screen which you must click and expand the code entry box ("Add discount code"). Click the button and then enter the discount code in the box that appears next to it. Once the code is entered correctly, the amount of the discount applied and the value of your order after the discount will appear in your booking summary. If everything is correct, click on the "BOOK AND PAY" button. In the next step, the system will redirect you to payment. The payment will successfully complete your reservation. You will receive a confirmation of your reservation to the email address you provided during registration.
COMPLAINTS
How can I file a complaint and what should the complaint contain?
If your reservation at the restaurant was not to your liking, you have the right to make a complaint. Complaints should be sent to [email protected]
Make a complaint about the restaurant's menu or service as soon as possible, but no later than 3 (three) days from the date of your visit to the restaurant.
Your complaint should include information that will help us identify the guest (name, surname, email address, booking number).
In the next section, describe your comments and reservations about your visit to the restaurant. If we need more information, we will send you a request to clarify your complaint.
How do we handle complaints?
If the complaint relates to the restaurant's menu or service, we will contact the restaurant upon receipt of the complaint to clarify the circumstances described in the complaint. How the complaint is handled in this case is always up to the individual restaurant.
If the complaint relates to the operation of the booking system, a code, a voucher or our guest services, upon receipt of the complaint we will investigate the circumstances described in the complaint and find a way to resolve the complaint.
When will I receive a reply to my complaint?
Once we have investigated the circumstances and received a response from the restaurant, we will contact you within 14 days of receiving the complaint. You will receive a reply to the email address from which the complaint was sent. Once the complaint has been accepted, we will refund 100% of the ticket value and the booking fee of 49 CZK (excluding VAT) per Guest.
CONTACT
If you need help and want to contact us:
If you would like to contact us, please send us an email. We are at your disposal!
E-mail address: [email protected] or via chatbot (click on “English” button for our helpdesk in English)
Opening hours of the guest service:
During the sale of reservations:
Monday to Friday from 9 AM to 5 PM
During the festival:
Weekdays and weekends from 9 AM to 9 PM