Terms and Conditions

These General Terms and Conditions are effective from 1 April 2023.

These General Terms and Conditions (hereinafter referred to as “GTC”) set out the terms and conditions governing the service user’s (hereinafter referred to as “Guest”/ “User”/ “Customer” / ”Client”) use of the accommodation, restaurant and other lodging services provided by Hotel Palota Lillafüred Kft. (hereinafter referred to as “Service Provider” or “Hotel”) at Hotel Palota, as well as of other services available at the www.hotelpalota.hu website (hereinafter referred to as “Website”).

Any technical information that is required for the use of the Website and is not included in these GTC is provided in other documents and texts available on the Website.

The ordering of services and booking of accommodation through the Website are governed by Act V of 2013 on the Civil Code of Hungary; Act CVIII of 2001 on Certain Issues of Electronic Commerce Activities and Information Society Services; as well as Government Decree No. 45/2014 (II.26.) on the Detailed Rules Governing Contracts Between Consumers and Companies.

Any specific conditions provided by the Service Provider to Guests are not covered by these General Terms and Conditions, but do not exclude the conclusion of separate special agreements with business clients, tour operators, and travel agents.

I. Scope of these General Terms and Conditions

The scope of these General Terms and Conditions covers the services provided by the Hotel owned and operated by Hotel Palota Lillafüred Kft. (registered office: Erzsébet sétány 1, 3517 Miskolc Hungary; company registration number: 05-09-030476; taxpayer identification number: 11893231-2-05; hereinafter referred to as „Service Provider” or “Hotel”).

1. Name: Hotel Palota Lillafüred Szállodaipari Korlátolt Felelősségű Társaság 2. Registered office: Erzsébet sétány 1, HU-3517 Miskolc, Hungary
3. Represented by: Krisztina BORDA, Managing Director
4. Company registration number: 05-09-030476

5. VAT number: 11893231-2-05
6. Court that registered the company in the Register of Companies: Registry Court attached to the

Court of Miskolc (Miskolci Törvényszék Cégbírósága)
7. Financial institution managing the company’s bank account: OTP Bank Nyrt. 8. Bank account number: 11794008 24015833 00000000
9. Telephone number: +36-46-331-411
10. E-mail address: info@hotelpalota.hu

II. Unilateral amendment of these General Terms and Conditions

The Service Provider is entitled to unilaterally amend these GTC at any time, while, at the same time, it shall publish on its Website an excerpt of the changes to the GTC as well as the amended and restated GTC at least 8 days before the amendment is scheduled to enter into force.

In addition, at least 8 days before the scheduled entry into force of the amendments to the GTC, either directly or through its authorised representative, the Service Provider shall notify – in writing or electronically (by e-mail), depending on the available contact information – Customers with already concluded and effective Individual Contracts still to be performed about the changes by sending a notice with the amendments to the GTC and the amended and restated GTC, or a link to the Hotel’s website where it can be viewed. This notice shall also include information on the right of termination to which the Customer is entitled under these General Terms and Conditions.

The Service Provider’s notification obligation under this section only exists if any service covered by the already concluded and effective Individual Contract to be performed will be provided, in part or in whole, after the entry into force of the amendments to the GTC and the parties referred to the provisions of these GTC in the Individual Contract between them.

Within 5 days from the direct notification under this section, the Customer is entitled to terminate the Individual Contract with immediate effect by means of a unilateral, written declaration sent to the Service Provider in the event that the Service Provider’s essential obligations are affected by the changes, which has an adverse impact on the Customer.

If the Customer does not exercise their right of termination with immediate effect in accordance with this section or misses the deadline set for this, the amended and restated General Terms and Conditions shall be considered accepted by the Customer.

III. How and under what conditions can services be used:

1.) Ordering a service:

Upon a Guest’s oral or written request for a quote, the Service Provider provides a written price quote. This request for a quote shall not constitute a room booking. Written price quotes are prepared based on available capacity at the time of the request. Upon the Guest’s written order, the Service Provider shall confirm the room types still available for booking.

A contract is created solely after the Service Provider’s written confirmation of the Guest’s written booking (made by e-mail, via the Hotel’s website, etc.), and is therefore considered a contract concluded in writing. The contract on the use of accommodation services is valid for a fixed period. Amendments and/or additions to the contract require a written request from the Guest and a written confirmation by the Service Provider.

The contact details of the Hotel can be found in its brochures and on the online portal available at www.hotelpalota.hu (hereinafter referred to as the “Website”). Orders shall contain the Guest’s name and address, the exact date and time of arrival and departure, the requested room type, the 3

number and age of children arriving with the adult(s), and the exact description of the required services (meals, programs).

Online booking process: You can book a room online through the www.hotelpalota.hu website. As Step 1, the start and end dates of your stay must be marked in the Calendar on the Website. After entering the number and age of adult guests and children, the system will list the room types available in the indicated period and any accommodation deals for that period. After selecting the desired room type and any optional additional services, the booking will be finalised by providing some personal data (name, address, e-mail address and telephone number) and accepting the General Terms and Conditions and the Privacy Policy. Simultaneously, a booking confirmation containing your booking code will be sent to the e-mail address you provided.

2.) The Service:

2.1. In all cases, hotel rooms can only be ordered together with the services included in the “Hotel Palota Basic Package”. Prices, deals and packages published by Hotel Palota always include the services included in the “Hotel Palota Basic Package”. The services provided as part of the “Hotel Palota Basic Package” are specified in Annex I to these General Terms and Conditions. For corporate customers and company events, the parties may agree on special terms and conditions in a separate agreement.

Guests may use the services provided by the Hotel at their own risk, in conformity with the terms and conditions published by the Hotel.

Spa and wellness services may only be used in compliance with the Hotel’s Wellness Centre Rules. These Rules are posted on the premises.

Prior reservation is required to use wellness treatments. Reserved services may be cancelled according to the published cancellation policy. Where appropriate, the Service Provider may charge a cancellation fee.

2.2. Intermediary:

When a service order is placed with the Service Provider by a third party (hereinafter referred to as “Intermediary”) on behalf of the Guest, the terms of cooperation shall be governed by the agreement between the Service Provider and that Intermediary. In this case, the Service Provider is not required to check whether the third party legally represents the Guest.

2.3. Validity of promotional offers:

Promotional or discount offers – with the exception of Daily Room Rates – are available to Guests only up to a limited room capacity.

2.4. Terms of termination, cancellation, and modification:

Guests commit to inform the Hotel in writing of any cancellation, modification or any other change of the services ordered by them before starting to use the service concerned. Individual orders may be cancelled penalty-free up to three days before arrival, unless otherwise specified in the agreement concluded with the Guest. If a Guest does not show up or fails to cancel their order by the relevant deadline, one day’s room rate as specified in the order shall be payable as penalty. For group orders or orders placed by travel agencies or companies, cancellation conditions and penalties will be set out in a separate agreement.

If a Guest made a prepayment to guarantee their booking and fails to arrive on the planned day of arrival, nor do they send a written cancellation, the Service Provider will keep the entire pre-paid amount as specified in the contract as no-show penalty.

If a Guest has not guaranteed their booking by means of a prepayment, credit card pre-authorisation, or other means specified in the contract, the Service Provider’s obligation to provide a service shall cease after 18:00 local time on the planned day of arrival, i.e. the booked room can be assigned by the Service Provider to another guest for the remaining duration, unless the Guest makes arrangements to keep the room.

The Hotel only accepts cancellations and modifications in writing. Written cancellations must be received by the Hotel by the specified deadline.

If the fulfilment of the contract is impossible due to force majeure or any other unforeseeable external events not attributable to the Customer, the Customer is entitled to withdraw from the contract without paying a cancellation fee (penalty). The Customer shall furnish credible proof of the existence of force majeure or other reasons when making the declaration of withdrawal. The Service Provider only accepts evidence from a public and official source (e.g. an official travel restriction issued by the Ministry of Foreign Affairs of the specific country, an airline’s flight cancellation notice etc., which can be independently verified by the Service Provider (i.e. a third party)).

2.5. Prices; Payment terms

The Hotel’s current prices are published on its website.

The Service Provider may change its published prices without prior notice (for example, due to introducing package deals or other discounts). If a Guest has booked accommodation and the Service Provider has confirmed it in writing, the Service Provider may no longer change the price of that accommodation. The Service Provider’s current prices are available on the Hotel’s website, price lists are available also in the Hotel’s various departments.

The Service Provider provides a “best price guarantee”. The basic condition for enforcing this guarantee is that one must have a valid and confirmed booking made through the Service Provider’s official website. If you find a lower price for the same room elsewhere, the Hotel will match the lower price under the same booking conditions as confirmed by the Hotel.

These conditions are as follows:
• The price is valid for the same hotel
• The price is valid for the same arrival and departure dates as shown in the booking • The number and age of the guests are the same
• The room type and the number of rooms are the same
• There is no difference in the quantity and content of the additional services ordered

When publishing prices, the Service Provider shall indicate any taxes (VAT, tourist tax) included in the price and the statutory tax rates at the time of making the offer. The prices published include the statutory VAT, but do not include tourist tax, which shall be paid on site. The Service Provider, with prior notification, will pass on any additional burdens due to the amendment of the applicable tax laws (regarding VAT and tourist tax) to the contracting party using its services.

The price of the services ordered can be paid in advance by bank transfer or online payment, or at the premises in cash, by bank card, by Széchenyi Recreation Card (hereinafter referred to as “SZÉP Card”) in accordance with the current legislation, or by means of a voucher issued by the Hotel.

Vouchers issued by the Hotel (so-called Value Vouchers and vouchers for two- or three-night stays) are considered multi-purpose vouchers under the VAT Act currently in force. Upon buying these payment

instruments, the buyer of the vouchers does not pay VAT, but VAT is charged when the vouchers are redeemed upon the use of the service. Vouchers cannot be paid by SZÉP Card.

Hotel Palota Lillafüred Kft. (the “Hotel”) reserves the right to request a payment guarantee before the use of the hotel service ordered by the Guest, but at the latest upon the Guest’s arrival. The following payment guarantees are acceptable: credit/debit card pre-authorisation (i.e. temporary hold of a specific amount of the available balance on the Guest’s credit/debit card), online payment using the Big Fish Payment Gateway, or payment of the ordered service on the spot in cash or cash equivalents accepted by the Hotel, or wire transferring an amount equal to the price of the ordered service to the Hotel’s bank account before starting to use the service. In case of payment by SZÉP Card, in order to use the card legitimately, the Hotel may request payment of the ordered services in advance and presentation of an identity document by the Guest (identity card, driver’s license or passport). Services can be used only after having provided proof of identity. If identification is not possible for any reason beyond the Hotel’s control, the Hotel may refuse to accept payment by SZÉP Card. The Hotel will only accept a SZÉP Card bearing the specific Guest’s name.

In the case of payment by bank transfer, unless otherwise provided by the contract concluded with the Hotel or the reservation agent, the Guest shall transfer the price of the ordered services to the Hotel’s bank account before arrival.

In the case of online payment, the price of the ordered services/booking can be paid by one of the methods indicated below. Payment of the order value becomes due when the order is confirmed by the Hotel.

Online payment by debit or credit card: OTP SimplePay
Accepted debit and credit cards: Maestro, MasterCard, Visa, Visa Electron

Online payment by SZÉP Card (Széchényi Recreation Card): SZÉP Cards issued by OTP Bank, MKB Bank and K&H Bank

Detailed information about the vouchers accepted by Hotel Palota Lillafüred Kft. is available at the Hotel’s website (https://hotelpalota.hu/ajanlataink/palota-ajandekutalvany.

By accepting these General Terms and Conditions, the Guest acknowledges and accepts that the Service Provider issues an invoice for the service fees and any other amounts paid by the Guest to the Service Provider on any grounds.

Although Guests have the option to pay in a currency other than the currency used during booking, the invoice will be issued in the currency shown in the booking.

When issuing an invoice for the amount paid/to be paid, the Service Provider uses the data provided during online booking or, where the booking is made by e-mail, the data provided in the e-mail by the person who made the booking.

The data provided there (name, address, tax number, if necessary) will be included in the “Customer” section of the invoice. Within one day of making a booking, Guests may request changes to the data provided; after this time limit, however, changes are no longer possible.

The Service Provider issues the final invoice based on the data provided at the time of booking.

If two or more Guests (or companies) would like separate invoices issued in their names, please indicate this before invoicing. After the issue of the invoice, the Service Provider is unable to modify it.

2.6. Deals / discounts

Current deals and discounts are announced on the Hotel’s website. The announced discounts always apply to individual room bookings.

The announced discounts cannot be combined with any other offer, discount, or promotion, cannot be exchanged for money, and can be unilaterally extended or withdrawn by the Service Provider.

In the case of booking a product of the Service Provider subject to special conditions, or group bookings / events, the terms and conditions will be set out in an individual contract.

If children share a room with their parents, the Hotel provides a discount for them, depending on the rates offered for the selected period.

An extra bed is only available for certain room types.

An extra bed shall be requested from the Service Provider in advance, at the time of booking. 7

2.7. Gift vouchers

Gift vouchers issued by the Hotel and/or its contracted partner:

Gift vouchers ordered in writing and fully paid in advance will be invoiced and issued after payment of the gift voucher.

Guests have the option to receive gift vouchers electronically.

After payment of the gift voucher, an invoice is issued for the voucher, and after redemption of the voucher, a final invoice is issued indicating “Voucher” in the “Payment Method” section.

Gift vouchers cannot be combined with other discounts, nor can be used in the excluded periods, even for a surcharge. Vouchers are non-refundable and cannot be exchanged for cash, either by the Hotel or by a third party. Gift vouchers are not transferable in return for payment, may not be resold, or offered on a secondary market (including sales on auction sites). After the end of the redemption period, the voucher loses its validity, unless the Service Provider extends it by means of a unilateral declaration. Vouchers cannot be purchased by SZÉP Card.

2.8. Loyalty program

The purpose of the loyalty programme is to reward our guests for their loyalty, offering them discounts and additional services based on the number of bookings and spending.

The loyalty programme is available to returning individual guests of the hotel who book individually, exclusively on the website. (An individual guest is defined as a guest who makes a booking directly on his/her own behalf, without the use of an intermediary. Intermediaries are: any accommodation intermediaries and booking systems or agencies, cooperating companies, corporate partners, Hungarian Hotel Association.)

The Frequent Guest Programme is an online interface, which is user-friendly and easily accessible by telephone and computer. The interface is connected to the booking engine via an interface connection, so that data can be easily interchanged, and the collection of bookings and the associated benefits can be easily collected and organised. The online loyalty interface allows the activity of regular customers to be tracked (booking, requesting an offer, using points, crediting). The programme activates the discount for the regular customer level based on the parameters set, credits loyalty points and offers the possibility to redeem them during the booking process.

The Palota loyalty programme will be launched on 11 December 2023 and its detailed terms and conditions can be found at www.hotelpalota.hu / OUR FAMILY, with registration required.

Check-in and check-out:
Guests can check-in from 14:00 on the day of arrival and are required to check-out by 10:00 on the day

of departure.

The availability of the room booked is guaranteed by Hotel Palota Lillafüred Kft. only in case of arrival by 18:00. In case of arrival after 18:00, the availability of the room booked is guaranteed by Hotel 8

Palota Lillafüred Kft. only if the counterparty has provided their debit or credit card details as a payment guarantee.

The condition for using the accommodation service is that Guests prove their identity in accordance with the relevant legal regulations before taking the room. No one is allowed to stay in the Hotel without registration; providing data is mandatory.

If a Guest permanently leaves their room before the end of their planned stay, the Service Provider is entitled to the full service fee specified in the contract, as well as the price of the Services used by the Guest prior to departure. The Service Provider is entitled to reallocate a room that became vacant before the planned departure date.

The prior consent of the Service Provider is required for the extension of a hotel stay initiated by a Guest. In this case, the Service Provider may require that the Guest first pay for the services already used. If a Guest fails to vacate their room by 10:00 a.m. on the day indicated as departure date upon check-in and the Service Provider has not agreed to an extension of the stay in advance, the Service Provider is entitled to invoice a stay extension fee.

Depending on the current occupancy rate of the Hotel, the Service Provider may provide the option of early check-in or late check-out for a fee. Please note that where a Guest wishes to use this service, the Hotel will confirm whether or not this is possible no earlier than 24 hours before departure.

4. Refusal to perform the contract; termination of the obligation to provide a service
4.1 The Service Provider is entitled to terminate the contract for accommodation services in writing,

with immediate effect, and thus refuse to provide the services in the following cases:

a) the advance or other guarantee is not paid by the Customer within the deadline set by the Service Provider.

b) the Guest uses the room or any of the Hotel’s facilities improperly or intentionally causes damage;

c) the Guest intentionally or grossly negligently violates the Hotel’s safety, fire protection or other rules and regulations, behaves in an objectionable, rude or threatening manner towards the Hotel’s employees or other Guests, disturbs their peace or commits public indecency, or exhibits other unacceptable behaviour, is under the influence of alcohol or drugs or suffers from an infectious disease;

d) where the Customer is a company or other entity, bankruptcy, voluntary winding-up or liquidation proceedings, compulsory strike-off (from the Companies Register) or any other proceedings related to the termination of the Customer has been initiated against it, or it becomes insolvent;

e) an event that the Customer wishes to hold at the premises of the Hotel may jeopardise the Hotel’s smooth operation, safety or reputation; 9

f) fulfilment of the contract becomes impossible due to force majeure or any other unforeseeable external event not attributable to the Customer;

g) the Guest fails to vacate their room by 10:00 a.m. on the day indicated as departure date upon check- in and the Service Provider has not agreed to the extension of the stay in advance.

4.2 Accommodation guarantee

If the Service Provider’s Hotel cannot provide the services covered by the contract through its own fault (e.g. overbooking, temporary operational problems, etc.), the Service Provider shall immediately arrange a different room for the Guest at an alternative accommodation.

The Service Provider shall provide/offer the services referred to in the contract, at the prices confirmed therein and for the period stipulated therein – or as long as the Hotel cannot accommodate the Guest – at another four-star establishment. All additional costs of providing alternative accommodation shall be borne by the Service Provider.

If the Service Provider fully complies with these obligations, or if the Guest has accepted the alternative accommodation option offered to them, the Guest may not lodge a claim for compensation subsequently.

5. Guest’s rights; complaints; complaint handling

Guests should report any complaints associated with the services rendered by the Hotel in writing before their departure at the Reception or to the manager on duty. The Hotel shall investigate any complaint and give a substantial response within three days.

Guests may submit a consumer complaint related to the Service Provider’s activities using the following contact details:

Name: Hotel Palota Lillafüred Kft.
Registered office: Erzsébet sétány 1, 3517 Miskolc, Hungary Represented by: Krisztina BORDA, Managing Director Telephone number: +36-46-331-411
E-mail address: info@hotelpalota.hu

Wherever possible, the Service Provider shall immediately remedy oral complaints. Where it is not possible to remedy an oral complaint immediately, either due to the nature of the complaint or if the Consumer disagrees with the handling of the complaint, the Service Provider shall draw up a report of the complaint and retain it for a period of 5 years, together the Service Provider’s substantive response to the complaint.

The Service Provider shall hand over to the Consumer a copy of the report drawn up of their oral complaint made on the spot or, where this is not possible, it shall act in compliance with the rules of complaint handling as described below.

In case of oral complaints made on the phone or using other means of electronic communication, Service Provider shall send a copy of the report to the User at the latest together with its substantive response.

In all other cases, the Service Provider shall act in accordance with the rules governing the handling of written complaints.

The Service Provider shall assign a unique identifier to each complaint recorded over the phone or by other means of communication, which will later simplify retrieval of the complaint.

If a complaint is rejected, the Service Provider shall inform the Consumer about the grounds for refusal and any other available remedies.

In the event that the dispute between the Service Provider and a Consumer cannot be settled through amicable negotiations, the following remedies are available to the Consumer:

- Lodging a complaint with the competent consumer protection authority. (Complaints may be filed with the Consumer Protection Department of the regional Government Office with territorial jurisdiction over the place of residence of the User or the registered office of the Service Provider. Contact information can be found here: nfh.hu/

- Initiating proceedings before a conciliation panel

Name and registered office of the conciliation panel with territorial jurisdiction over the registered office of the company: Borsod-Abaúj-Zemplén County Conciliation Panel (BAZ Megyei Békéltető Testület), Szentpáli utca 1, 3525 Miskolc, Hungary

- Initiating court proceedings.

6. Obligations of the Guest
6.1 By ordering the service, the Guest accepts the provisions of these General Terms and Conditions and

is obliged to comply with the provisions thereof.

In particular, but not exclusively, the Guest is obliged to pay the agreed price by the deadline specified in the confirmation or upon completion of the accommodation services contract.

In the event that a Guest brings food or drinks into the Hotel and consumes them in common areas, the Service Provider is entitled to charge them a fee. It is forbidden for Guests to take out food/beverage from the Hotel’s F&B establishments. Special dietary requirements can be catered for after prior consultation.

The consent of the Service Provider is required before using any electrical devices not usually used during travel and brought to the establishment by Guests.

6.2. Parking and safe deposit box

Hotel guests can park their vehicles free of charge in the Hotel’s unguarded parking facility, which is covered with CCTV cameras.

The Service Provider does not assume any liability for damage caused to vehicles and items placed in the parking lot (including, for example, but not limited to, car break-in and theft of any object in the car; theft of the vehicle; damage caused by natural phenomena; damage caused by another vehicle using the parking lot).

In the parking facility, the rules set out in the Hungarian Highway Code (KRESZ) are applicable.

In this section, the Hotel specifically informs the Guests that it assumes no liability for valuables left in the rooms and in the in-room safe, and only assumes liability for valuables handed over to the Reception staff and recorded by the staff (on a Safe Deposit Box Registration Form) item-by-item. The Hotel assumes no liability for valuables left in the wellness centre, massage rooms, or common areas. The Guest expressly accepts the General Terms and Conditions after receiving this specific information.

6.3. Garbage shall be placed in the bins located on the premises of the establishment and in the rooms. It is not possible to rearrange the furniture or take furniture out of the room or the building.

Guests shall use any equipment and furnishings in the area of the establishment at their own risk, subject to mandatory compliance with the posted user/operating instructions.

6.4. For the purpose of implementing Act XLII of 1999 on the Protection of Non-Smokers and Certain Rules for the Consumption and Distribution of Tobacco Products, smoking is prohibited in closed rooms (including guest rooms) and common areas of the Hotel. In the hotel areas required by law, signs have been posted reminding of the obligation to comply with the referenced act. Hotel employees are entitled to warn guests and any other person staying on the Hotel’s premises to comply with the law and to stop any illegal conduct. Guests and any other person staying on the Hotel’s premises are required to comply with the law and any warning to this end.

6.5. If, due to the illegal conduct of any Guest or other person staying on the Hotel’s premises, the Hotel operator is fined by the competent authority pursuant to the referenced legislation, the operator reserves the right to pass on the amount of the fine to the person who had displayed the illegal conduct, or demand payment of the fine from that person.

If it can be proven that a Guest has violated the obligations contained in the above-referenced legislation, they shall pay the fine imposed on the hotel operator. The hotel operator is entitled to charge such fine to the Guest’s room, which the Guest shall pay upon departure.

In the event of a fire, the Reception and the Hotel shall be notified immediately.

Guests who share a room and jointly use the Hotel’s common equipment and furnishings shall be jointly and severally liable for any damage caused by improper use.

Use of fireworks by hotel guests and any other activities subject to authorisation require the written consent of the Hotel, and is subject to obtaining an official authorisation by the hotel guest concerned.

Guests shall ensure that children aged 14 or less under their responsibility stay in the Service Provider's Hotel only under the supervision of an adult. Parents shall bear full liability for damages caused by their child(ren). The Guest shall be liable for all damages that the Service Provider suffers through the fault of the Guest, the Guest’s companion or other persons under the Guest’s responsibility.

Guests shall immediately report any damage to the Hotel and provide the Hotel with all the necessary data to clarify the circumstances of the damage and, where applicable, to file a report with the police and/or to initiate a police procedure.

6.6. Guests shall observe the following rules of etiquette:

• Guests are requested not to bring and/or consume food or drinks purchased outside the Hotel on the Hotel’s premises.

• Leaving towels or personal belongings as a way to reserve sun beds is only allowed during the stay in the wellness centre. Our staff will remove these items from unnecessarily reserved sun beds.

• Smoking is only allowed in designated areas.

• Please wear proper attire – depending on the event you are attending – in the various areas of our Hotel. Thank you in advance!

Please refrain from wearing swimsuits and bathrobes in our lobby bar and restaurants.

6.7. Pets

Pets are allowed in the Hotel’s area (both outdoors and indoors) only after prior agreement and they may stay only in specific ground-floor rooms. Pets are not allowed to enter the restaurants and the wellness centre.

Service Provider

1. Rights of the Service Provider:

If a Guest fails to comply with their obligation to pay a fee for the services used or those ordered under the contract but not used and subject to penalty, the Service Provider, to guarantee its claims, is entitled to a lien on the personal belongings of the Guest that the latter brought to the Hotel.

The reception staff, who constantly monitor the premises, is entitled to check the guests arriving in the establishment or leaving it, to verify their identity, and in justified cases, to inspect vehicles upon exit.

If necessary, the reception staff is authorised to control traffic in the establishment.

2. Obligations of the Service Provider:

2.1 Provision of the accommodation service and other services ordered under the contract in accordance with the applicable regulations and service standards.

Investigating any guest complaints and taking the necessary steps to deal with the problem.

2.2. Illness or death of a Guest

If a Guest falls ill during the use of the accommodation service and is unable to take care of themselves, the Service Provider shall offer medical assistance.

In the event of the illness/death of a Guest, the Service Provider will claim a compensation from the ill/deceased person’s relatives, heirs, or bill payers for any medical and procedural costs, as well as compensation for any services used by the Guest before their death and for any damage to equipment and furnishings in connection with the illness/death.

3. Security of data processing:

The rules applicable to the Service Provider’s data processing operations are set out in the Privacy Policy published by the Service Provider on its website.

4. The Service Provider’s liability for damages:

In this section, the Hotel specifically informs Guests that the Service Provider assumes liability for any damage suffered by a Guest staying at the hotel as a result of the loss, damage or destruction of their belongings, provided that the Guest had handed over the item(s) to a reception staff member of the Service Provider, whom they reasonably assumed to be entitled to take over their belongings and provided that the takeover was recorded on a Safe Deposit Box Registration Form. The Guest expressly accepts the General Terms and Conditions after receiving this specific information.

The Service Provider shall not be liable for loss events that occurred due to a force majeure event beyond the control of the Service Provider’s employees and Guests or were caused by the Guest themselves.

The Service Provider may designate specific areas in the establishment where Guests are not allowed to enter. The Service Provider shall not be held liable for any damages or injuries caused in such areas.

In this section, the Hotel specifically informs Guests that the Service Provider assumes liability for valuables, securities, and cash only if these items were expressly handed over to the Service Provider for safekeeping and this fact was recorded on a Safe Deposit Box Registration Form. The Guest expressly accepts the General Terms and Conditions after receiving this specific information.

Furthermore, the Service Provider shall not be held liable for damages resulting from improper use.

The Service Provider shall not be held liable for damages in cases where the use of the Hotel’s wellness centre or sports facilities is limited or not permitted for the duration of maintenance ordered in order to comply with emergency or health regulations.

The upper limit for compensation is twice the price payable by the Guest, unless the damage is less than this.

5. Confidentiality

In fulfilling its obligations under the contract, the Service Provider shall comply with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information.

Force majeure: Any reason or circumstance (for example, war, fire, flood, extreme weather, power shortage, strike) that is unforeseeable and beyond the parties’ control and exempts either party from fulfilling their obligations arising from the contract as long as this reason or circumstance exists.

6. Place of performance and applicable law in the legal relationship of the parties; competent court

The place of performance is the place where the Hotel providing the accommodation services is located.

Any disputes arising from the accommodation contract shall be referred to the competent court having jurisdiction over the registered office of the Service Provider.

The legal relationship between the Service Provider and the Guest is governed by the provisions of Hungarian laws.

7. Use of a digital scanner and the VIZA system

Please note that, according to the current Government Decree on the use of digital document readers, the condition for check-in and taking the room is that the Guest presents a photo ID (identity card or passport and address card) upon arrival at the Reception to confirm the personal data of the person(s) using the accommodation service and that the Hotel records a copy of these documents using a digital scanner.

To ensure identification, all Guests are required present a photo ID and proof of address upon arrival, including children.

Under the current legislation, if a Guest refuses to provide a personal identification document for scanning, the accommodation provider shall refuse to provide them with an accommodation service.

From 1 September 2021, accommodation providers are required to transfer customer data to the VIZA system.

In the event that the accommodation provider refuses to provide a room to comply with the legal requirements, the Hotel will demand payment of the penalty or cancellation / modification fee specified in the booking confirmation.

Closing Provisions

When placing an order and/or concluding an accommodation services contract, you accept that you have read and understood the above terms and conditions and agreed to them. By accepting these GTC, you further declare that the Service Provider has made it possible for you to familiarise yourself with the content of the GTC before concluding the contract and that you have received specific information about the general terms and conditions that differ significantly from the legislation or standard contractual practices and, furthermore, that after receiving this specific information, you have expressly accepted

these general terms and conditions. These GTC are available on the Hotel’s website and in the booking confirmation, and are exhibited at the Hotel’s reception.

Any matters not regulated in these GTC shall be governed by the provisions of Hungarian Act V of 2013 on the Civil Code and other Hungarian legislation in force. 16

Annex I

HOTEL PALOTA LILLAFÜRED**** BASIC PACKAGE Hotel

Hotel Palota Lillafüred****

Table of Contents

Accommodation with half board, swimming pool, adventure pool, sauna, infra-red sauna, hydrotherapy and plunge pool, steam bath, salt chamber, fitness room, outdoor Finnish sauna with cold plunge pool, bathrobe use, WIFI use, parking.

Annex II

TERMS OF USE OF THE WEBSITE (www.hotelpalota.hu)

1. By using the services available on the Service Provider’s website, the User accepts the conditions set out herein.

2. The Service Provider has made every reasonable effort to ensure that all information provided on the website is accurate at the time it was uploaded. Despite the foregoing, the Service Provider does not expressly or implicitly assume any liability or warranty for the information provided through the website and reserves the right to make changes and corrections at any time without prior notice, as well as to partially or fully eliminate the website or the information provided on the website.

3. The Service Provider does not assume any liability for any inaccuracies or deficiencies of the website. Prices shown on the website are not mandatory and binding for the Service Provider in any way. The User shall be responsible for their own decisions made based on the information on the website.

4. The Service Provider does not assume any liability for any loss or damage resulting from access to the website or any information found there, or from the failure to access or use them.

5. The Service Provider does not assume any liability for any content created, forwarded, stored, made available or published by third parties to which the Service Provider’s website is linked or to which the website refers.

6. The Service Provider does not guarantee that access to the website will be continuous or error- free. The Service Provider does not assume any liability for any damages, losses, or costs that may be incurred as a result of the use of the website or its unusability, improper operation, malfunction, unauthorised change of data by anyone, information transmission delays, computer viruses, line or system error or any other similar reason.

7. The Service Provider shall treat all information regarding the identity, data and existing business relationships of its clients, partners and other customers as a trade secret. Only the person who provided the data concerned can grant an exemption from treatment as a trade secret. The Service Provider grants all data received via the Internet the same level of protection as if the data had been made available by other means.

8. Copyright

8.1. The Service Provider's website and all visual, audio and textual content on the website, as well as their arrangement, especially names, logos and graphics, brochures, analyses and other informational materials are protected by copyright. 18

8.2. Beyond personal use, the use of all or part of the website in any form, in particular by reproduction, transfer, distribution, modification or storage, is subject to an express written permission of the Service Provider.

8.3. The entire content of the Website is owned and controlled by the Service Provider. The content of the Website is protected by copyright. Unless otherwise provided by Act LXXVI of 1999 on Copyright, no part of the Website may be copied or published without the prior written consent of the Service Provider.

8.4. For personal use, Users are permitted to store on a computer or print out the content of the Website or excerpts thereof.

8.5. The sender shall be solely responsible for the content of messages uploaded to the Website or sent to the Service Provider and for the veracity and accuracy of the information contained therein. The Website is a service provided to visitors. The Service Provider reserves the right to amend or supplement the content of the Website at any time without justification or notification. 8.6. Website use that differs from or violates the terms and conditions of the Service Provider as detailed above may result in sanctions under copyright, civil and criminal law. The Service Provider will take legal action against any infringement that comes to its attention.

9. If any of the terms or conditions set out herein is considered invalid under the current legislation, this shall not affect the validity of the remaining terms or conditions.

HOTEL PALOTA LILLAFÜRED**** BASIC PACKAGE Hotel Table of Contents

Hotel Palota Lillafüred****

Accommodation with half board, swimming pool, adventure pool, sauna, infra-red sauna, hydrotherapy and plunge pool, steam bath, salt chamber, fitness room, outdoor Finnish sauna with cold plunge pool, bathrobe use, WIFI use, parking.

TERMS OF USE OF THE WEBSITE (www.hotelpalota.hu)
1. By using the services available on the Service Provider’s website, the User accepts the conditions set out herein.

2. The Service Provider has made every reasonable effort to ensure that all information provided on the website is accurate at the time it was uploaded. Despite the foregoing, the Service Provider does not expressly or implicitly assume any liability or warranty for the information provided through the website and reserves the right to make changes and corrections at any time without prior notice, as well as to partially or fully eliminate the website or the information provided on the website.

3. The Service Provider does not assume any liability for any inaccuracies or deficiencies of the website. Prices shown on the website are not mandatory and binding for the Service Provider in any way. The User shall be responsible for their own decisions made based on the information on the website.

4. The Service Provider does not assume any liability for any loss or damage resulting from access to the website or any information found there, or from the failure to access or use them.

5. The Service Provider does not assume any liability for any content created, forwarded, stored, made available or published by third parties to which the Service Provider’s website is linked or to which the website refers.

6. The Service Provider does not guarantee that access to the website will be continuous or error- free. The Service Provider does not assume any liability for any damages, losses, or costs that may be incurred as a result of the use of the website or its unusability, improper operation, malfunction, unauthorised change of data by anyone, information transmission delays, computer viruses, line or system error or any other similar reason.

7. The Service Provider shall treat all information regarding the identity, data and existing business relationships of its clients, partners and other customers as a trade secret. Only the person who provided the data concerned can grant an exemption from treatment as a trade secret. The Service Provider grants all data received via the Internet the same level of protection as if the data had been made available by other means.

8. Copyright

8.1. The Service Provider's website and all visual, audio and textual content on the website, as well as their arrangement, especially names, logos and graphics, brochures, analyses and other informational materials are protected by copyright.

18

8.2. Beyond personal use, the use of all or part of the website in any form, in particular by reproduction, transfer, distribution, modification or storage, is subject to an express written permission of the Service Provider.

8.3. The entire content of the Website is owned and controlled by the Service Provider. The content of the Website is protected by copyright. Unless otherwise provided by Act LXXVI of 1999 on Copyright, no part of the Website may be copied or published without the prior written consent of the Service Provider.

8.4. For personal use, Users are permitted to store on a computer or print out the content of the Website or excerpts thereof.

8.5. The sender shall be solely responsible for the content of messages uploaded to the Website or sent to the Service Provider and for the veracity and accuracy of the information contained therein. The Website is a service provided to visitors. The Service Provider reserves the right to amend or supplement the content of the Website at any time without justification or notification. 8.6. Website use that differs from or violates the terms and conditions of the Service Provider as detailed above may result in sanctions under copyright, civil and criminal law. The Service Provider will take legal action against any infringement that comes to its attention.

9. If any of the terms or conditions set out herein is considered invalid under the current legislation, this shall not affect the validity of the remaining terms or conditions.

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