General Terms and Conditions

1. Service Provider Details

• Name: Hévízi Szent András Reumakórház és Gyógyfürdő (St. Andrew Hospital for Rheumatology and Medicinal Spa Hévíz)
• Registered Office: 8380 Hévíz, Dr. Schulhof Vilmos sétány 1.
• Tax Number: 15813729-2-20
• EU VAT Number: HU15813729
• Bank Account Number: Hungarian State Treasury 10049006-00333087-00000000
• IBAN: HU50 100490060033308700000000
• SWIFT: HUSTHUHB / MANEHUHB

2. General Rules

2.1 These "General Terms and Conditions" govern the use of the Service Provider's accommodation and its services.

2.2 Special, individual terms do not form a part of these published General Terms and Conditions, but they do not preclude entering into separate agreements with travel agencies or organizers under different conditions tailored to the specific type of business.

3. Contracting Party

3.1 The services provided by the Service Provider shall be used by the Guest.

3.2 If the Guest places the order for services directly with the Service Provider, the Guest qualifies as the Contracting Party. The Service Provider and the Guest jointly become contracting parties upon the fulfillment of the conditions (hereinafter: Parties). The scope of these GTC also extends to all Guests who use the Service Provider’s services together with the Guest who concluded the contract.

3.3 If a third party (hereinafter: Intermediary) places the order for the services on behalf of the Guest, the terms of cooperation shall be governed by the contract concluded between the Service Provider and the Intermediary. In this case, the Service Provider is not obliged to verify whether the third party legally represents the Guest.

3.4 In the event of using healthcare services, the Guest is obliged to inform the Service Provider of their medical condition, and the Service Provider is obliged to draw attention to potential health risks.

4. Contractual Relationship

4.1 Upon the Guest's verbal or written request for an offer, the Service Provider shall send an offer. Rooms are sold subject to availability; the Service Provider confirms bookings in the order they are received. The guest may also book the selected room type and other services directly on the hotel's website without a prior request for an offer.

4.2 The Contract is established upon the Service Provider's written confirmation of the Guest's verbal or written booking, and thus constitutes a Contract concluded in writing. Verbal confirmation by the Service Provider, without written confirmation, does not constitute a valid contract.

4.3 The content of the contract covers: the object, location, duration, and price of the service. It also includes the payment, cancellation, and modification terms.

4.4 Any modification or amendment to the contract is valid only on the basis of a written agreement signed by both Parties. 

5. Core Services of the Hotel

5.1 Accommodation Services

The Service Provider guarantees the booked room type or a higher category in all cases. Bookings for specific room numbers are not possible.

Types of Hotel Accommodation:

5.1.1 Classic Twin/Double Room:

• Bedroom with two twin beds pushed together 90x200 cm for 2 persons,
• bathroom (sink, shower, toilet), without a balcony.
• Extra beds cannot be added. 17-22 m².

5.1.2 Classic Twin Room for Disabled Guests:

• Bedroom with two separate twin beds (cannot be pushed together) for 2 persons,
• bathroom (lowered sink, shower with handrails and a fold-down seat, toilet with handrails), without a balcony.
• Extra beds cannot be added. 23 m².

5.1.3 Classic Twin/Double Room with Balcony:

• Bedroom with two twin beds pushed together for 2 persons,
• bathroom (sink, shower, toilet), balcony, facing the park (lake) side.
• Extra beds cannot be added. 20 m².

5.1.4 Classic Economy Twin/Double Room:

• Bedroom with two twin beds pushed together 90x200 cm for 2 persons,
• bathroom (sink, shower, toilet).
• Extra beds cannot be added. 18-23 m².

5.1.5 Classic Economy Suite:

• Bedroom with a living room, sofa, two twin beds pushed together 90x200 cm separate sleeping area (not separated by a door) with 2 non-joinable 90x200 cm beds,
• separate TV, bathroom (sink, shower, toilet).
• 51 m².

5.1.6 Classic Single Room:

• Bedroom with one bed 90x200 cm for 1 person,
• bathroom (sink, shower, toilet), without a balcony.
• Extra beds cannot be added. 18 m².

5.1.7 Standard Twin/Double Park (Lake) Side Room:

• Bedroom with two twin beds pushed together for 2 persons, bathroom (sink, shower, toilet), balcony, facing the park (lake) side.
• This room is subject to a surcharge. Extra beds cannot be added.
• 18-23 m².

5.1.8 Standard Twin/Double Forest Side Room:

• Bedroom with two twin beds pushed together for 2 persons, bathroom (sink, shower, toilet), balcony, facing the forest side, located on an upper floor.
• Extra beds cannot be added.
• 17-23 m².

5.1.9 Standard Twin/Double Ground Floor Forest Side Room:

• Bedroom with two twin beds pushed together for 2 persons, bathroom (sink, shower, toilet), balcony, facing the forest side, located on the ground floor.
• Extra beds cannot be added.
• 23-27 m².

5.1.10 Standard Twin/Double Ground Floor Park (Lake) Side Room:

• Bedroom with two twin beds pushed together for 2 persons, bathroom (sink, shower, toilet), balcony, facing the park (lake) side, located on the ground floor, without a surcharge.
• Extra beds cannot be added.
• 23-27 m².

5.1.11 Standard Suite:

• Bedroom with a living room, sofa, two twin beds pushed together 90x200 cm,
• separate sleeping area (separated by a door) with 2 non-joinable 80x200 cm beds, separate TV, bathroom (sink, bathtub, toilet), with balcony, facing the forest or park (lake) side.
• 44-49 m².

5.1.12 Standard Room Amenities:

LED TV, safe, telephone, secure electrical outlets, minibar, hairdryer, towels, bathrobes for adults.

The use of electric cooking appliances, hotplates, grills, toasters, immersion heaters, electric space heaters, electric scooter chargers, electronic cigarettes, etc., is prohibited in the rooms.

Only appliances in flawless technical condition and complying with Hungarian Standards are permitted. The socket for electric shavers must only be used in accordance with regulations. Wi-Fi is available in the rooms. All accommodation units are non-smoking, including electronic cigarettes.

5.1.13 Housekeeping:

Hotel maids perform room cleaning daily from 8:00 AM to 2:00 PM. The guest can indicate by placing the information signs found in the room onto the doorknob that staff should not knock, disturb, or enter the room, or that they do not request daily cleaning. If the staff does not perform the daily cleaning at the guest's request, the guest cannot claim a price reduction or compensation for this reason.

5.2 Catering

5.2.1 As half-board service, the hotel provides a hybrid breakfast and dinner for hotel guests during the specified opening hours. Food and beverages must be consumed on-site; taking food or drinks out of the restaurant is only possible for an additional charge.

5.2.2 The hotel offers limited buffet choices for breakfast and dinner for guests with gluten, lactose, milk protein, egg, and soy sensitivities. Beyond the buffet selection, custom food orders are available only by prior arrangement and for an extra fee. In case of food intolerance, prior consultation with the chef or their deputy is recommended.

5.2.3 Bringing external food and drinks into the Hotel restaurant is not permitted – only food and drinks purchased in the hotel restaurant may be consumed there.

5.2.4 Casual but elegant attire is recommended in the restaurant. Slippers, tracksuits, shorts, tank tops, swimwear, and bathrobes are explicitly discouraged.

5.3 Wellness Services

5.3.1 Spa services can be used in compliance with the rules and regulations of the hotel's wellness department. The house rules are posted on-site.

5.3.2 Prior appointment booking is required for spa treatments and cosmetic services. Booked services can be cancelled up to 24 hours before the appointment; after this, the Service Provider may charge a 50% cancellation fee.

5.3.3 Depending on hotel occupancy, and with the exception of peak periods, national holidays, and school holidays, non-hotel guests may also use the hotel's wellness and fitness department for a fee. Information regarding availability and prices can be requested at the hotel reception before arrival.

5.4 Leisure Services

5.4.1 The hotel provides animation programs for guests. Detailed information is available on the bulletin board next to the reception and in the wellness department. The hotel reserves the right to change the programs.

5.5 Parking

The hotel provides a parking space for one vehicle per booking, for a fee. The parking lot is unattended. Parking is permitted only in designated parking spaces. Fire engine access routes must be kept clear. The hotel assumes no financial liability for damages resulting from parking in non-designated areas.

6. Prices

6.1 Hotel room rates (Rack Rate) are posted at the hotel reception.

6.2 Price lists for other services are available in the respective hotel departments (restaurant, therapy, wellness).

6.3 Hotel Spa Hévíz may freely change its advertised prices without prior notice, unless it has undertaken an obligation for a specific period.

6.4 The Service Provider applies dynamic pricing based on occupancy and demand. This means that prices are reviewed and may be modified multiple times a day. The offer sent by the Service Provider states the validity of the offer and the prices contained therein.

6.5 Prices include the legally regulated rate of Value Added Tax (VAT) applicable at the time of the offer, and a service charge in the case of catering services. Hotel Spa Hévíz will pass on any additional financial burdens arising from amendments to the effective tax laws (VAT) to the Contracting Party, subject to prior notice.

6.6 The tourist tax is payable extra, in addition to the accommodation fee.

6.7 Current discounts, promotions, and other offers are advertised on the www.hotelspaheviz.hu website.

7. Payment Terms

7.1 Room reservations become guaranteed upon payment of the deposit specified in the confirmation. Payment can be made online or via bank transfer. A copy of the deposit payment voucher (indicating name, address, order number, and, if a VAT invoice is requested, the tax number and billing address) must be sent to the Service Provider. Processing payments may take 1 to 4 banking days.

7.2 The remaining amount for the ordered services shall be settled by the guest at the reception upon arrival. If the payment has not been processed by the day of the Guest's departure, the Service Provider may request the completion and signature of a letter of commitment, alongside presenting a copy of the payment receipt.

7.3 For short-term bookings, or to cover expected on-site consumption, the hotel may request a credit card guarantee.

7.4 In the case of special offers, the payment, modification, and cancellation terms may vary, which will be specified in the written confirmation.

7.5 In the event of non-payment, the room reservation will be cancelled.

7.6 Accepted payment methods: cash, bank transfer, credit/debit card, Széchenyi Leisure Card (SZÉP Card).

7.7 All costs arising from the application of the chosen payment method shall be borne by the Contracting Party, including fees related to the use of SZÉP cards or credit cards. Travel Agencies / Tour Operators / OTAs / Cooperation Partners: The contract concluded with the service provider contains the individual payment terms.

7.8 Gift Voucher:

Gift vouchers purchased on the hotel's website can be used within the validity period and up to the amount indicated on them. The full value of the voucher must be paid in advance. After the expiry date, the voucher becomes invalid; however, it may be extended in justified cases.

8. Modification of the Order

8.1 Any modification to the booking must always be requested in writing.

8.2 Shifting an already finalized and confirmed booking to another date, or modifying the number of guests or room type, is possible up to the 2nd day before arrival, subject to currently applicable prices and free capacity, upon payment of the following fees. For modification requests within 2 days of arrival, the cancellation conditions will apply (GTC Section 9.4).

• Up to 21 days before arrival: Free of charge.
• From the 20th day to the 7th day before arrival: HUF 10,000 / occasion.
• From the 6th day to the 2nd day before arrival: The full amount of the paid deposit will be charged as a modification fee.

9. Cancellation Conditions

9.1 Cancellation of the order must always be notified in writing.

9.2 The reservation can be cancelled without any penalty up to the 21st day before arrival.

9.3 From the 20th day to the 7th day before arrival, the paid deposit can be converted into a hotel voucher, which can be used within 1 year from issuance. A HUF 10,000 handling fee will be deducted from the deposit amount for issuing the voucher. If the customer does not wish to accept the voucher, the paid deposit is non-refundable according to the contractual terms.

9.4 In case of cancellation from the 6th day before arrival, the total amount of the paid deposit will be charged as a penalty.

9.5 If the guest arrives on a later date or leaves earlier within the confirmed stay period, they are obliged to pay 100% of the confirmed total amount due for the entire booked period.

9.6 If the Contracting Party has secured the accommodation services via a deposit, credit card guarantee, or other means specified in the Contract, and does not arrive by 6:00 PM local time on the day of arrival, or does not notify in advance that they will arrive at a later time, the Hotel will enforce the penalty specified in the Contract. In this case, the accommodation will be held for the Guest until 10:00 AM on the day following the arrival date, after which the Service Provider's obligation to perform ceases.

9.7 Unexpected situations (illness, accident, family events, adverse weather conditions, transport obstacles, etc.) can occur before and during travel; therefore, guests are recommended to take out trip cancellation insurance with a commercial insurance company of their choice on the day the booking is recorded.

9.8 Cancellation Conditions – Unique and Promotional Offers:

In the case of unique and promotional offers, cancelling the booking is only possible in accordance with the terms specified in the given offer. By submitting the booking, the guest accepts the cancellation rules included in the offer, including any payment obligations and cancellation deadlines. The hotel reserves the right to apply the terms for unique or promotional offers according to the rules in force at the time of booking, and these may differ from the hotel's general cancellation conditions. The guest acknowledges that breaching the terms set out in the offer may result in a payment obligation upon cancellation. For unique and promotional offers, cancellation conditions will follow the terms stated in the offer.

9.9 There is no possibility for a monetary refund for services (accommodation, meals, treatments, etc.) that were booked and paid for but not used or modified during the Guest's stay at the hotel.

9.10 For bookings of the Service Provider's products tied to special conditions, group travel, or events, the Service Provider may establish different conditions laid down in an individual Contract.

9.11 The conditions for withdrawal by the Contracting Party apply in accordance with the provisions of Government Decree No. 45/2014 (II.26.) on the detailed rules of contracts between consumers and businesses. The Contracting Party is obliged to present their identification document required for using the service for registration in the NTAK (National Tourism Data Supply Center) system and consent to its scanning. If the Contracting Party fails to comply with this obligation, the business is entitled to refuse to provide the service. 

10. Method and Conditions of Using the Service

10.1 The Guest can occupy the hotel room from 2:00 PM on the day of arrival (Check-in) and must vacate it by 11:00 AM on the last day of the stay (Check-out). Upon arrival, the Guest must verify their identity prior to occupying the room or suite in accordance with legal regulations as described in point 9.11.

10.2 The hotel does not accept guests suffering from infectious diseases.

10.3 Simultaneously with checking in, the Guest accepts and is obliged to observe the General Terms and Conditions of Hotel Spa Hévíz as well as the local house rules (wellness department, therapy). Necessary information during the stay can be found in the house rules posted in the respective departments. In addition, the hotel reception is at the guests' disposal 24 hours a day.

10.4 The hotel assumes no liability for injuries attributable to the Guest's fault. Costs arising from intentional damage may be charged to the guest by the hotel.

10.5 The entire area of the hotel is non-smoking. The indoor spaces of the hotel are equipped with smoke detectors. In the event of smoke or fire, the hotel sends a direct alarm to the Keszthely Disaster Management Directorate; therefore, the hotel will charge the guest for costs incurred due to an alarm triggered by smoking.

10.6 If the Guest wishes to occupy the room before 11:00 AM on the day of arrival, an early check-in fee will be charged.

10.7 After 11:00 AM, the Hotel charges a room extension fee. Information on the amount of this fee can be found on the www.hotelspaheviz.hu website.

11. Pets

11.1 The Hotel does not accept pets in the hotel rooms and suites.

12. Refusal to Fulfill the Contract, Termination of the Service Obligation

12.1 The Service Provider is entitled to terminate the accommodation service Contract with immediate effect, and thus refuse to provide services, if:

12.1.1 the Guest does not use the provided room or facility for its intended purpose;

12.1.2 the Guest behaves objectionably or rudely regarding the security and order of the accommodation or towards its employees, is under the influence of alcohol or drugs, or displays threatening, insulting, or otherwise unacceptable behavior;

12.1.3 the Guest suffers from an infectious disease;

12.1.4 the Contracting Party fails to fulfill their deposit payment obligation specified in the Contract by the designated date.

12.2 If the Contract between the parties cannot be fulfilled due to "force majeure" reasons, the contract shall terminate. 

13. Placement Guarantee

13.1 If the Service Provider cannot provide the services specified in the Contract due to its own fault (e.g., overbooking, temporary operational problems, etc.), it is obliged to arrange for the Guest's accommodation immediately.

13.1.1 The Service Provider is obliged to:

13.1.1.1 provide/offer the services specified in the Contract, at the price confirmed therein, for the duration stipulated there – or until the hindrance ceases – at another accommodation of the same or higher category. All additional costs of providing the substitute accommodation shall be borne by the Service Provider.

13.1.1.2 provide free telephone calls for the Guest to communicate the change of accommodation.

13.1.1.3 provide a free transfer for the Guest to move to the offered substitute accommodation and for any subsequent move back.

13.1.2 If the Service Provider fully complies with these obligations, or if the Guest has accepted the substitute accommodation option offered to them, the Guest cannot claim subsequent compensation. 

14. Illness or Death of the Guest

14.1 If the Guest falls ill during the period of using the accommodation service and is unable to act in their own interest, the Service Provider will offer medical assistance.

14.2 In the event of the Guest’s illness or death, we proceed in accordance with legal regulations and the internal procedures in force at the Institution. The Service Provider claims cost compensation from the relative, heir, or invoice payer of the sick/deceased person regarding potential medical and procedural costs, the counter-value of services utilized prior to death, and any potential damage caused to equipment and furnishings in connection with the illness/death.

15. Rights of the Contracting Party

15.1 Under the Contract, the Guest is entitled to the proper use of the ordered room and those facilities of the accommodation that are included in the standard range of services and are not subject to special conditions.

15.2 The Guest may lodge a complaint regarding the performance of services provided by the Service Provider during their stay at the accommodation. The Service Provider undertakes to handle complaints delivered to it in writing with proof (or recorded by it in minutes) during this period.

15.3 The Guest may exercise their right to complain based on Act XXV of 2023 on Complaints, Public Interest Disclosures, and Rules Related to the Reporting of Abuses, Act CLIV of 1997 on Healthcare, and Act CLV of 1997 on Consumer Protection. 

16. Obligations of the Contracting Party

16.1 The Contracting Party is obliged to settle the counter-value of the services ordered in the Contract by the date and in the manner specified in the Contract.

16.2 The Guest shall ensure that children under 18 years of age under their responsibility stay in the Service Provider's hotel only under adult supervision.

16.3 Guests are not permitted to bring their own food or drinks into the catering units of the hotel. 

17. Liability of the Contracting Party for Damages

17.1 The Guest is fully liable for all damages and disadvantages suffered by the Service Provider or a third party arising from the behavior, omission, or other unlawful acts of the Guest, their companion, or other persons under the Guest's responsibility. The Guest is obliged to fully indemnify the Service Provider for all damages caused by them or by persons under their responsibility, including any indirect damages, loss of profit, and other financial disadvantages.

17.2 The Guest's liability and obligation to compensate do not depend on whether the injured party claims the restoration of damage directly from the Service Provider; the Guest is obliged to fully compensate the Service Provider in this case as well. The Guest acknowledges that the Service Provider is entitled to enforce the compensation for damages through judicial channels if voluntary payment of the compensation does not occur.

17.3 The hotel's liability exists for damages occurring to items that the guest has placed in designated or generally intended locations within the hotel, or in their room, or which they handed over to an employee of the hotel whom they could reasonably consider authorized to take custody of their things. Under the hotel's liability, the maximum amount of compensation is fifty times the daily room rate. Any limitation or exclusion of liability exceeding this is null and void. The hotel is liable for securities, cash, and other valuables if the hotel took the item into custody for safekeeping, or refused to take it into custody. The hotel's liability for items placed in this manner is unlimited [Civil Code – Act V of 2013, Section 6:369 (1)-(2)]. 

18. Rights of the Service Provider

If the Guest fails to comply with their obligation to pay the fee for services utilized, or for services ordered in the Contract but not utilized and subject to a penalty, the Service Provider shall have a right of lien to secure its claims on the personal property that the guest brought with them into the hotel. 

19. Obligations of the Service Provider

The Service Provider is obliged to:

19.1 perform the accommodation and other services ordered on the basis of the contract in accordance with the effective regulations and service standards;

19.2 investigate written complaints from the guest and take the necessary steps to handle the problem, which must also be recorded in writing.

20. Liability of the Service Provider for Damages

20.1 The Service Provider assumes liability for any damage occurring to the Guest within its facilities that is due to the fault of the Service Provider or its employees.

20.2 The Service Provider's liability does not extend to damage events that occurred due to unavoidable causes outside the scope of the Service Provider's employees and guests, or which were caused by the guest themselves. The use of the hotel's pool and wellness department is at the guest's own risk; there is an increased risk of slipping in areas close to water, and the hotel assumes no liability for accidents resulting from this.

20.3 The Service Provider may designate areas in the hotel where the Guest may not enter. The Service Provider assumes no liability for any damage or injury occurring in such places.

20.4 The Guest must report any damage suffered immediately at the hotel and must make all necessary data available to the hotel required to clarify the circumstances of the damage event, or possibly for recording a police report / police procedure.

20.5 The Service Provider is liable for valuables, securities, and cash only if it explicitly took the item into custody for safekeeping.

20.6 The Service Provider assumes no liability for personal items left in the common areas or rooms of the Service Provider (including items and objects placed in the room safe).

20.7 The Service Provider assumes no liability for valuables left in vehicles parked in the Service Provider's parking lot; however, the Service Provider will investigate the occurrence of damages to parked vehicles and, if the damage was caused by negligence attributable to it, will compensate for it.

20.8 The amount of compensation is the amount of the damage incurred, but at most fifty times the daily room rate according to the Contract.

20.9 The guest acknowledges that the Hotel is obliged to perform the ordered service in accordance with the effective legal and official regulations and the service standards undertaken by it. The guest acknowledges that the Hotel is not liable for any damage resulting from certain services being unavailable or available only to a limited extent due to official restrictions. The Guest acknowledges that in these cases they are not entitled to a price reduction or monetary refund. 

21. Items Left Behind in the Hotel

21.1 The service provider excludes its liability regarding valuables, money, or other items left behind in the hotel by guests, and is under no obligation to forward them. The service provider keeps found items for 3 months and releases them to the owner upon proof of ownership. The service provider may charge for its storage and forwarding costs. After the 3 months have elapsed, the hotel will donate the found items for charitable purposes.

22. Consumer Protection, Data Protection

22.1 During its activities, the Service Provider considers the protection of personal data to be of paramount importance. It handles personal data provided to it in compliance with effective legal regulations in all cases, ensures their security, takes the technical and organizational measures, and establishes the procedural rules necessary to comply with the relevant legislation.

22.2 The Service Provider summarizes its guidelines regarding data processing in the institutional Privacy Policy, which it makes continuously available on the https://hotelspaheviz.hu/en/privacy-policy website, and recognizes its contents as binding upon itself. The Privacy Policy also contains information regarding individual data processing operations.

22.3 Professional supervisory rights over the service activities of the service provider are exercised by the Notary of the Town of Hévíz and the Technical Licensing Department of the Department of Transport, Technical Licensing, and Consumer Protection of the Zala County Government Office.

22.4 VIZA (Guest Information Closed Database): On January 1, 2021, the amendment to Act CLVI of 2016 on the State Tasks of the Development of Tourism Areas entered into force, which obliges accommodation providers to record the data specified by law of those using accommodation services in the storage space provided by the hosting provider designated by the Government for the purpose specified by law. The hosting provider designated by the Government is the Hungarian Tourism Agency (MTÜ). The service provider is obliged to refuse service to any guest who is unable or unwilling to hand over their identity document for data recording purposes. The service provider is not obliged to compensate the guest for any damage resulting from this.

23. Force Majeure

Any cause or circumstance (for example: war, fire, flood, adverse weather conditions, power outage, occurrence of a strike) over which the party has no control (force majeure) shall exempt either party from fulfilling their obligations under the Contract for as long as this cause or circumstance exists. The parties agree that they will do everything in their power to reduce the possibility of such causes and circumstances occurring to the lowest possible level, and to remedy the damage or delay caused thereby as soon as possible.

24. Amendment of these GTC

The Service Provider is entitled to unilaterally amend these General Terms and Conditions, with the obligation to publish them on its website at the latest when the amendment takes effect. Amendments to the GTC must not conflict with legal regulations and must not contain unfair terms. 

25. Applicable Law and Jurisdiction in the Legal Relationship of the Parties

The provisions of the Hungarian Civil Code shall govern the legal relationship between the Service Provider and the Contracting Party. For any legal dispute arising from the service contract, the court corresponding to the place of service shall have jurisdiction. 

Hévíz, 19 February 2026