General terms and conditions

General Terms and Conditions

1. Provider's Details
   DENTAL-PANNONIA Gyógyidegenforgalmi Zrt. (hereinafter: Provider or Hotel) Registered Office: 9400 Sopron, Várkerület 75. Company Registration Number: 08-10-001687 Tax Number: 11463762-2-08 EU Tax Number: HU11463762

2. General Rules
   2.1. These "General Terms and Conditions" govern the use of the Provider's accommodation facility, the Pannonia Hotel, and its services. 2.2. Special, individual conditions do not form part of the disclosed General Terms and Conditions but do not exclude the conclusion of separate agreements with travel agents, organizers, occasionally with different conditions appropriate to the type of business. Contracting Party

3. 
   3.1. The services provided by the Provider are used by the Guest. 3.2. If the order for the services is placed directly by the Guest with the Provider, then the Guest is the Contracting Party. The Provider and the Guest together - upon fulfillment of the conditions - become contractual parties (hereinafter Parties). 3.3. If the order for the services is placed by a third party (hereinafter Intermediary) on behalf of the Guest with the Provider, the terms of cooperation are governed by the contract concluded between the Provider and the Intermediary. In this case, the Provider is not obliged to verify whether the third party lawfully represents the Guest. Formation of the Contract, Booking Method, Modification, Notification Obligation

4. 
   4.1. Upon the Guest's verbal or written request for a quote, the Provider sends a quote. If no specific order is received within 48 hours of sending the quote, the Provider's obligation to honor the quote ceases. The Provider is entitled to waive the quote in writing, withdraw it in writing prior to a written order, or specify individual conditions. 4.2. The Contract is formed upon the Provider's written confirmation of the Guest's verbal or written booking, and thus qualifies as a contract concluded in writing. The above is substituted if the Guest arrives at the hotel, occupies the room under the given booking conditions, or receives the key card. Verbal bookings, agreements, modifications, or the Provider's verbal confirmation thereof do not have contractual value. 4.3. The Contract for the use of accommodation services is for a specified period. 4.3.1. If the Guest permanently leaves the room before the expiration of the specified period, or cancels it in writing, or cancels it verbally and the Provider confirms it in writing, the Provider is entitled to 100% of the value of the services stipulated in the Contract, including all ancillary services, but excluding the local tourist tax.
   The Provider is entitled to resell the room vacated before the expiration date. In this case, the Provider has no obligation for refund or compensation. 4.3.2. The extension of the use of accommodation services initiated by the Guest requires the Provider's prior consent. In this case, the Provider may stipulate the reimbursement of the fee for the services already provided. 4.4. Modification and/or supplementation of the Contract requires a written agreement signed by the Parties. Cancellation Conditions

5. 
   5.1. Unless otherwise specified in the hotel's offer (including information on its own website), there is no possibility for penalty-free cancellation of accommodation services. If the Contracting Party has not secured the use of accommodation services with advance payment, credit card guarantee, or other method specified in the Contract, the Provider's service obligation does not exist.
   If the Contracting Party has secured the use of accommodation services with advance payment, credit card guarantee, or other method specified in the Contract, and does not arrive by 22:00 local time on the arrival day without prior notification of a later arrival, the Provider is entitled to sell the room for that day and charge the full amount of the paid advance specified in the Contract as a penalty.
   The Provider may specify individual conditions deviating from the above in its written offer and/or confirmation.
   If the Guest reschedules an existing booking to a later date with the Provider's consent, the Guest is entitled to further services based on the contractual conditions valid at the time of rescheduling and the confirmation received at that time.
   Regarding the use of services, the Guest may not make statements prior to arrival based solely on probable facts.
   In the case of subsequent settlement, the price in the channel manager for the given day and room type is applicable.
   5.2. In the case of no-show guests without prior notification, 100% of the booked services will be charged as a penalty in all cases. 5.3. The conditions specified on the websites of travel agents, particularly online travel agents, are only applicable if they are in harmony with the conditions set by the hotel. In case of discrepancy, the hotel's own website for similar offers, or in the absence thereof, these general terms and conditions shall apply.

6. Prices
   6.1. Current room rates are available on the hotel's website at https://pannoniahotel.com. Price lists for other services are available in the respective hotel departments; upon written request, the hotel will send the current price list. 6.2. The Provider may freely change its advertised prices without prior notice. 6.3. When announcing prices, the Provider indicates whether the given price includes taxes (VAT, tourist tax) at the rate specified in the applicable Hungarian legal regulations. 6.4. Current discounts, promotions, and other offers are advertised on www.pannoniahotel.com. 6.5. For bookings of products with special conditions, event bookings, or bookings of more than 5 rooms (group bookings), the Provider may establish conditions and surcharges deviating from the above, recorded in an individual contract. 6.6. The Provider provides quotes exclusively in writing. Verbal information is for informational purposes only and does not bind the Provider, especially since the conditions for using and availing hotel services cannot be detailed verbally. 6.7. Offers given via instant messaging services or other online platforms are not comprehensive; they bind the Hotel at most for one calendar day regarding the matters explicitly mentioned therein. For unmentioned matters, the hotel's general offers or these general terms and conditions apply.

7. Payment Method, Guarantee
   7.1. The Provider claims the consideration for the services provided to the Contracting Party no later than at the start of use, upon arrival at the hotel, but may allow subsequent payment under an individual written agreement. In the absence of other provisions, the value of bookings is due within 72 hours of the Provider's confirmation. 7.2. To guarantee the contractual use of the service and the settlement of the consideration, the Provider may: request a credit card guarantee, whereby the value of the ordered and confirmed services may be blocked on the credit card,
   request advance payment for part or the full amount of the participation fee.
   7.3. The Contracting Party's invoice is issued as follows: The invoice is issued in Hungarian Forints in accordance with Hungarian tax regulations. The price of services in Euros may be converted at the Provider's bank's daily exchange rate on the day of the guest's arrival.
   Currencies accepted for cash payment: HUF, EUR
   In addition to cash payment, the Provider accepts prior bank transfers, SZÉP cards (OTP, MKB, and K&H – from all three sub-accounts), and the following credit cards: Visa, EC/MC, Maestro, American Express.
   For online bookings on the hotel's website, the value of the booking can be settled as follows:

   • Online credit card payment: OTP SimplePay or Stripe.
   • Accepted credit cards: Maestro, MasterCard, Visa, American Express
   • Online payment with SZÉP card: OTP SZÉP card, MKB SZÉP card, K&H SZÉP card
     7.4. Any costs associated with the application of any payment method are borne by the Contracting Party.

   7.5. Unless the Contracting Party declares otherwise, the Provider issues the invoice electronically, which is sent to the email address provided by the Contracting Party.

8. Method and Conditions of Using the Service
   8.1. The Guest may occupy the hotel room at the time designated by the hotel on the day of arrival (Check-in) and must vacate it by the published time on the day of departure (Check-out). 8.2. Without prior notification, the Guest may not admit third parties to the hotel room who have not checked in at the Hotel reception. Violation of this provision entails a penalty payment obligation of HUF 100,000 per day, which does not affect other liabilities. The Guest is fully and jointly liable for damages or injuries caused by persons arriving without prior check-in. 8.3. The Guest may engage in sales activities in the hotel only with prior written permission. 8.4. The Guest may receive business guests in the hotel's public areas only with prior written permission. Violation of this provision entails a penalty payment obligation of HUF 100,000 per day, which does not affect other liabilities. The Guest is fully and jointly liable for damages or injuries caused by persons arriving without prior check-in. 8.5. The Guest must obtain prior written permission from the Hotel for receiving more than two persons simultaneously or consecutively in public areas. Violation of this provision entails a penalty payment obligation of HUF 100,000 per day, which does not affect other liabilities. The Guest is fully and jointly liable for damages or injuries caused by persons arriving without prior check-in. 8.6. If an unregistered guest stays in the Guest's room who has not been registered at the hotel reception in accordance with legal regulations - particularly considering the Hotel's obligation to register every guest in accordance with state regulations, with severe sanctions for failure to do so - the Guest is obliged to pay a penalty of EUR 400 per unregistered guest night.

9. Pets
   9.1. Pets are generally allowed in the Provider's accommodation facilities and may be kept in the hotel room under the Guest's supervision. They may use common areas to access the rooms, but other areas (restaurant, fitness, wellness, etc.) may not be visited with pets. 9.2. The Guest is fully responsible for damages caused by the pet. In the case of a pet staying in the Hotel, the Parties presume that characteristic damages caused by animals in the room (e.g., chewing chair legs, tearing fabric, soiling carpet) were caused by the pet, which the Guest is obliged to compensate. 9.3. Guide dogs are permitted. 9.4. The Provider charges a separate fee for pets. 9.5. The Parties declare that if the fee for the pet has not been paid upon arrival in advance, it must be presumed that the pet is staying in the Hotel without permission. 9.6. Violation of this provision entails a penalty payment obligation of HUF 100,000 per day, which does not affect other liabilities. 9.7. If the pet's behavior causes significant additional cleaning tasks or is incompatible with good taste (e.g., animal urine or feces in the room, bathroom, etc.), the owner is obliged to pay a penalty of HUF 20,000 per room night.

10. Refusal of Contract Performance, Termination of Service Obligation
    10.1. The Provider is entitled to terminate the accommodation service Contract with immediate effect, thereby refusing to provide services, if: The Guest does not use the provided room or facility as intended,
    The Guest fails to comply with the accommodation's security regulations or house rules, behaves objectionably or rudely towards its employees, is under the influence of alcohol or drugs, exhibits threatening, offensive, or other unacceptable behavior,
    The Guest suffers from an infectious disease or fails to comply with legal regulations or protective measures introduced by the Provider in a pandemic situation,
    The Contracting Party fails to fulfill its advance payment obligation specified in the Contract by the specified date,
    The Guest threatens to damage the Provider's good reputation, despite lacking a justified basis under the contractual rights and obligations,
    The Guest has placed a group booking via any online platform. A group booking is defined as more than 4 rooms.
    10.2. Termination for the above reasons is attributable to the Guest's conduct, so in this case, the Provider is entitled to the full booking value. 10.3. If the Contract between the parties cannot be performed due to "force majeure" reasons, the Contract terminates. 10.4. If the Provider has any refund obligation towards the Guest, it is entitled to deduct the commission amount invoiced by third parties (e.g., intermediaries (Szállás.hu, Booking.com)) from the refundable amount. 10.5. If the Service is rescheduled or terminated at the Guest's request or due to reasons within the Guest's sphere of interest, the Provider is entitled to charge an administrative fee of HUF 5,000, but the administrative fee may not exceed 20% of the total booking value.

11. Accommodation Guarantee
    11.1. If the Provider is unable to provide the services specified in the Contract due to its own fault (e.g., overbooking, temporary operational issues, etc.), it is obliged to inform the Guest without delay. 11.2. The Provider is obliged to assist in booking accommodation at another facility if the Guest requests it. 11.3. If the Provider fully complies with this obligation or the Guest accepts the alternative accommodation offered, the Contracting Party may not claim subsequent compensation. 11.4. The Guest is not obliged to accept another hotel offered by the Provider and may withdraw from the booking without further legal consequences. The condition for the service is that the applicable governmental measures allow the provision of hotel services.

12. Guest's Illness, Death
    12.1. If the Guest becomes ill during the period of using the accommodation services and is unable to act in their own interest, the Provider offers medical assistance. 12.2. In the event of the Guest's illness/death, the Provider claims cost compensation from the patient's/deceased's relative, heir, or bill payer; for any medical and procedural costs, the value of services used prior to death, and any damages to equipment and furnishings related to the illness/death. 12.3. If the authorities order home quarantine for the guest, the Guest is obliged to pay the service fee related to any extension of the booking to the Provider.

13. Rights of the Contracting Party
    13.1. Under the Contract, the Guest is entitled to the proper use of the ordered room and the facilities of the accommodation that are part of the usual service scope and not subject to special conditions. 13.2. The Guest may file a complaint regarding the performance of services provided by the Provider during the stay at the accommodation. The Provider undertakes to handle complaints submitted in writing (or recorded in a protocol by it) during this period. 13.3. The Guest's right to complain ceases after departure from the accommodation.

14. Obligations of the Contracting Party
    14.1. The Contracting Party is obliged to settle the consideration for the services ordered in the Contract by the date and in the manner specified in the Contract. 14.2. The Guest ensures that children under 18 years of age under their responsibility stay in the Provider's hotel only under adult supervision. 14.3. The Guest may not bring their own food or drinks into the hotel's catering units. 14.4. The Guest is obliged to comply with the Provider's house rules. 14.5. The Guest and prospective Guest are obliged, in the absence of an express written provision to the contrary, to report and pay for any service use before commencing it. 14.6. In view of data protection regulations and the data protection policy, the Guest is obliged to regularly check their valuables and report any observations in writing without delay so that the Provider can handle complaints promptly and effectively in case of issues. This particularly applies to checking valuables upon returning to the room or regularly inspecting the condition of vehicles left in the garage, at least daily.

15. Liability for Damages of the Contracting Party
    15.1. The Guest is liable for all damages and disadvantages suffered by the Provider or third parties due to the fault of the Guest, their companion, or other persons under their responsibility. This liability exists even if the injured party has the right to claim compensation directly from the Provider. 15.2. To secure compensation, the Provider is entitled to prevent the removal of movable items (including vehicles) brought to the Accommodation. In this regard, it must proceed in accordance with the rules of responsible custody. 15.3. The Guest expressly acknowledges that the hotel is a non-smoking hotel and acts in accordance with the provisions of the law on the protection of non-smokers. The entire hotel area, including open areas under the sky such as the roof, is non-smoking. In case of violation of the smoking ban, the Guest is obliged to pay compensation/penalty equivalent to EUR 400 in Hungarian Forints each time the rule is violated. The Hotel may unilaterally reduce the amount, but in case of non-payment of the reduced amount by the deadline, the Hotel may claim the original amount. Rights of the Provider
    If the Guest fails to fulfill their obligation to pay the fee for used or ordered but unused penalty-bound services in the Contract, the Provider is entitled to a lien on the Guest's personal property items brought to the hotel to secure its claims.
    To secure its monetary claim, the Provider is entitled to restrict access to the hotel room until the Guest fulfills their payment obligations.
    The Provider is entitled to restrict, suspend, or modify certain services due to the pandemic caused by the coronavirus crisis. In this case, if the value of the service is negligible compared to the total booking value, the Guest is not entitled to compensation. If the value of the service exceeds 10% of the booking value, the Guest is entitled to compensation for the price of the specific service not used fully or partially.

16. 
    On areas owned by DENTAL-PANNONIA Zrt., the operator, the Provider is entitled to prevent the removal, driving away, or movement of items on the premises due to failure to pay the parking fee, even using physical means such as barriers or chains, until the fee and penalty are paid.

17. Obligations of the Provider
    17.1. The Provider is obliged to: perform the accommodation and other services ordered under the contract in accordance with applicable regulations and service standards.
    investigate the guest's written complaint and take the necessary steps to handle the problem, which must be recorded in writing.

18.  Liability for Damages of the Provider
    18.1. The Provider assumes liability for any damage suffered by the Guest within its facilities due to the fault of the Provider or its employees. 18.1.1. The Provider's liability does not extend to damage events caused by unavoidable reasons outside the scope of the Provider's employees and guests, or caused by the Guest themselves. 18.1.2. The Provider may designate areas in the hotel where the Guest may not enter. The Provider assumes no liability for any damage or injury occurring in such places. 18.1.3. The Guest must report the damage suffered immediately at the hotel and provide all necessary data to the hotel for clarifying the circumstances of the incident, possibly for police protocol recording/police procedure. 18.2. The Provider also assumes liability for damage suffered by the guest due to the loss, destruction, or damage of their property if placed in a place designated or generally intended for that purpose by the Provider, or in the room, or handed over to an employee of the Provider whom the Guest could consider authorized to receive property. 18.2.1. For valuables, securities, and cash, the Provider is liable only if it expressly accepted them for safekeeping, or if the damage occurred for a reason for which it is liable under general rules. In this case, the burden of proof lies with the Guest. 18.2.2. The Hotel operates an automatic key reader and camera system. The Guest is obliged to keep their room locked at all times, ensure that the room is locked when leaving, and that the door is properly closed and does not open with minor force. 18.3. The amount of compensation is at most twenty times the daily room rate under the Contract, unless the damage is less, and the maximum amount of compensation may not exceed HUF 1,000,000 per room. 18.4. In individual cases, local laws apply. 18.5. The Parties declare that the claim for damages automatically lapses on the 14th calendar day following departure from the hotel. The Guest must initiate legal enforcement proceedings in writing before a court or other authority within 7 calendar days to interrupt the statute of limitations. 18.6. The Parties declare that notification of the claim to the Hotel in writing or otherwise does not interrupt the statute of limitations for the damage claim. 18.7. The Guest declares that they waive their right to enforce claims if it can be reasonably assumed that witness statements or video recordings available for a short time would be accessible regarding their claim, but they do not report the claim in writing without delay, at least within two calendar days after departure. In view of data protection rules, the limited availability of such evidence, particularly potential video recordings, the failure to report disproportionately hinders proof, so both Parties acknowledge that they limit the right to enforce such claims in time. 18.8. In accordance with data protection rules, the Guest may request in writing the preservation of any relevant evidence concerning themselves, such as video recordings, in which case the waiver of the right to enforce claims under section 18.7 does not apply. 18.9. If the Guest does not settle their outstanding invoice upon departure, and there is no prior written agreement to the contrary between the Parties, the Guest is obliged to pay a penalty of HUF 50,000, which does not affect their payment and other obligations.

19. Confidentiality
    The Provider acts in accordance with the provisions set forth in its Data Processing Policy.

20. Force Majeure
    In the event of a cause or circumstance (for example: war, fire, flood, adverse weather, power outage, occurrence of a previously unknown epidemic) over which the party has no control (force majeure), any party is exempt from fulfilling its obligations under the Contract as long as such cause or circumstance exists. The parties agree to do everything possible to minimize the likelihood of such causes and circumstances and to remedy the damage or delay caused thereby as soon as possible. If the force majeure situation leads only to the impossibility of certain services, the Provider is entitled to remuneration for services not affected by the force majeure, provided it does not affect the accommodation service. The pandemic situation caused by COVID-19 does not count as force majeure, as it is now foreseeable that epidemiological measures may occur at the time of booking.

21. Applicable Law in the Parties' Legal Relationship, Competent Court
    The legal relationship between the Provider and the Contracting Party is governed by the laws of Hungary. Any legal dispute arising from the service contract shall be conducted by the court with jurisdiction according to the location of the service.

22. Last modified: 2022.03.31.