General terms and conditions

1. Service Provider Information

DENTAL-PANNONIA Medical Tourism Ltd. (hereinafter: Service Provider or Hotel)

Registered office: 9400 Sopron, Várkerület 75.

Company registration number: 08-10-001687

Tax ID: 11463762-2-08

EU Tax ID: HU11463762

2. General Provisions

2.1. These “General Terms and Conditions” govern the use of the Service Provider’s accommodation, the Pannonia Hotel, and its services.

2.2. Special, individual terms and conditions are not part of these General Terms and Conditions, but do not preclude the conclusion of separate agreements with travel agencies, tour operators, or, in some cases, other parties, under conditions appropriate to the nature of the transaction.

3. Contracting Party

3.1. The Guest utilizes the services provided by the Service Provider.

3.2. If the Guest places an order for the services directly with the Service Provider, the Guest is the Contracting Party. The Service Provider and the Guest jointly become contracting parties—provided the conditions are met—(hereinafter referred to as the “Parties”).

3.3. If an order for the services is placed with the Service Provider by a third party (hereinafter referred to as the “Intermediary”) on behalf of the Guest, the terms of the collaboration are governed by the contract concluded between the Service Provider and the Intermediary. In this case, the Service Provider is not obligated to verify whether the third party lawfully represents the Guest.

4. Conclusion of the Contract, Method of Reservation, Modification, and Notification Obligations

4.1. The Service Provider shall send an offer in response to the Guest’s request for a quote, whether submitted verbally or in writing. If no specific order is received within 48 hours of the offer being sent, the Service Provider’s obligation to honor the offer shall cease. The Service Provider is entitled to decline the offer in writing, to withdraw it prior to receipt of a written order, or to specify individual terms and conditions.

4.2. The Contract is formed upon the Service Provider’s written confirmation of the Guest’s reservation, whether made in writing or verbally, and thus constitutes a Contract entered into in writing. The following replaces the above provisions: . If the Guest arrives at the hotel, occupies the room under the applicable booking terms, or receives the key card, the Contract is deemed to have been concluded.

Verbal reservations, agreements, modifications, or verbal confirmations thereof by the Service Provider do not constitute a contract.

4.3. The Contract for the provision of lodging services is valid for a specified period.  

4.3.1. If the Guest permanently vacates the room before the end of the specified term, or cancels the reservation in writing, or cancels it verbally and the Service Provider confirms this in writing, then the Service Provider is entitled to 100% of the consideration for the services stipulated in the Contract, including all ancillary services, but excluding the local tourist tax.
The Service Provider is entitled to resell any room that becomes vacant before the expiration date. In such cases, the Service Provider shall have no obligation to provide a refund or compensation.

4.3.2. Any extension of the accommodation service initiated by the Guest requires the Service Provider’s prior consent. In such cases, the Service Provider may require reimbursement for services already provided.

4.4. Any amendment and/or supplement to the Contract requires a written agreement signed by both Parties.

5. Cancellation Terms

5.1. Unless otherwise specified in the hotel’s offer (including information on its own website), the Guest may not cancel the accommodation services without incurring a cancellation fee.

1. If the Contracting Party has not secured the use of the accommodation services by means of an advance payment, a credit card guarantee, or any other method specified in the Contract, the Service Provider shall have no obligation to provide the services.
2. If the Guest made a reservation by phone with a penalty-free cancellation option or a last-minute reservation—including reservations made through intermediaries (e.g., Booking.com, Expedia, szallas.hu)—the Hotel is entitled to cancel the reservation prior to arrival.
3. If the Guest booked accommodation at a price that is clearly the result of a pricing error even to a layperson (e.g., a price expected for a four-star hotel in Sopron, or a price that differs by more than 60–70% compared to other accommodations), then the Hotel is not obligated to provide the service, provided that it has brought this to the Guest’s attention prior to arrival.
4. If the Contracting Party has secured the use of accommodation services by means of an advance payment, a credit card guarantee, or another method specified in the Contract, and fails to arrive by 10:00 p.m. local time on the day of arrival without providing advance notice of a later arrival time, the Service Provider is entitled to sell the room for that day and to charge the full amount of the advance payment specified in the Contract as a penalty.
5. The Service Provider may specify individual terms and conditions that differ from the above in its written offer and/or confirmation.
6. If the Guest reschedules an existing reservation to a later date with the Service Provider’s consent, the Guest is entitled to additional services based on the contractual terms in effect at the time of rescheduling and the confirmation received upon rescheduling.
7. With regard to the use of services, the Guest may not make any statements prior to arrival based solely on probable facts.
8. In the case of post-stay billing, the price listed in the channel manager for the specific date and room type shall apply.

5.2. In the case of guests who fail to arrive without prior notice, 100% of the cost of the reserved services will be charged as a penalty in all cases.

5.3. The terms and conditions specified on the websites of travel agencies, particularly online travel agencies, shall apply only if they are consistent with the terms and conditions set by the hotel. In the event of any discrepancy, the terms of a similar offer on the hotel’s own website shall apply; in the absence of such an offer, these Terms and Conditions shall prevail.

5.4. If the guest departs without actually using the room, the guest is obligated to pay 100% of the price of the reserved hotel room as a penalty and may not make a new reservation for the room after departure. The Service Provider may decide to waive the penalty or a portion thereof. If the guest has not used the hotel room, they are required to refrain from reviewing the hotel online (e.g., on TripAdvisor, Google, or online travel agencies such as Booking.com). If the guest does leave a review, the waiver of the penalty fee is void, and the guest is obligated to pay 110% of the price of the originally booked hotel room as a penalty fee.

6. Rates

6.1. Current room rates are available on the hotel’s website at https://pannoniahotel.com. Price lists for other services are available at the respective hotel departments; upon written request, the hotel will send you the current price list.

6.2. The Service Provider may freely change its advertised prices without prior notice.

6.3. When announcing prices, the Service Provider shall indicate whether the price quoted includes taxes (VAT, IFA) at the rates specified in applicable Hungarian legislation.

6.4. Current discounts, promotions, and other offers are posted on the www.pannoniahotel.com website.

6.5. In the case of reservations for the Service Provider’s products subject to special conditions, event reservations, or reservations for more than 5 rooms (group reservations), the Service Provider may establish terms and conditions and surcharges different from those set forth above, as specified in an individual contract.

6.6. The Service Provider provides price quotes exclusively in writing. Verbal information is provided for informational purposes only and is not binding on the Service Provider, particularly given that the terms and conditions for using the Hotel’s services cannot be explained in detail verbally.

6.7. Offers made via instant messaging services or other online platforms are not comprehensive; they are binding on the Hotel for a maximum of one calendar day only with respect to the matters expressly mentioned therein. In matters not mentioned, the Hotel’s general offers and these General Terms and Conditions shall apply.

6.8. Guests may check into their hotel room during the check-in and check-out periods as currently advertised and may stay in the hotel room between those times. If a Guest arrives before the scheduled check-in time, the Hotel may provide the Guest with a room for an additional fee, subject to available capacity. The surcharge is calculated on an hourly basis for up to four hours prior to the check-in time; however, for stays before 10:00 a.m., the price of one full night must be paid, which will be charged as part of the previous night’s stay. If the Guest remains in the hotel room beyond the check-out time, the Service Provider will apply an hourly surcharge for a maximum of four hours. After that, the Guest must pay the full rate for the following night. The Service Provider is entitled, instead, to demand that the Guest leave immediately; if the Guest fails to comply, they shall be required to pay three times the price of the following night as a penalty. This does not exempt the Guest from compensating for any additional damages, such as the inability of the Service Provider to provide a room promised to another Guest as a result of this.

7. Payment Terms, Warranty

7.1. The Service Provider shall be entitled to payment for the services provided to the Contracting Party no later than the start of the service, upon arrival at the hotel; however, the Service Provider may also allow for payment at a later date pursuant to a separate written agreement. Unless otherwise specified, payment for reservations is due within 72 hours of the Service Provider’s confirmation.

7.2. To guarantee the use of the service in accordance with the Contract and the payment of the fee,

1. may request a credit card guarantee, under which the fee for the ordered and confirmed service may be placed on hold on the credit card,  
2. or may request an advance payment for a portion or the full amount of the participation fee.

7.3. The Contracting Party’s invoice will be issued as follows:

1. The invoice will be issued in Hungarian forints in accordance with Hungarian tax regulations. The price of the services may be converted to euros at the daily exchange rate of the Service Provider’s bank on the day of the guest’s arrival.
2. Currencies accepted for cash payments: HUF, EUR  
3. In addition to cash payments, the Service Provider accepts advance bank transfers, SZÉP cards (OTP, MKB, and K&H—from all three sub-accounts), and the following credit cards: Visa, EC/MC, Maestro, and American Express.
4. When booking online via the hotel’s website, payment for the reservation can be made using the following methods:
   - Online credit card payment: OTP SimplePay or Stripe.
   - Accepted credit cards: Maestro, MasterCard, Visa, American Express
   - Online payment with a SZÉP card: OTP SZÉP card, MKB SZÉP card, K&H SZÉP card

7.4. Any costs associated with the use of any payment method shall be borne by the Contracting Party.

7.5. Unless the Contracting Party specifies otherwise, the Service Provider will issue the invoice electronically and send it to the email address provided by the Contracting Party.

8. Terms and Conditions for Using the Service

8.1. The Guest may occupy the hotel room at the time specified by the hotel on the day of arrival (Check-in) and is required to vacate the room by the published time on the day of departure (Check-out).

8.2. The Guest may not admit third parties to the hotel room without prior notice if such third parties have not checked in at the hotel’s front desk. A violation of this provision shall result in a penalty of 100,000 forints per day, which penalty does not affect the Guest’s other liabilities. The Guest bears unlimited and joint liability for any damage or harm caused by persons arriving without prior registration.

8.3. The Guest may engage in sales activities at the hotel only with prior written permission.

8.4. The Guest may receive visitors for business purposes in the hotel’s common areas only with prior written permission. Violation of this provision shall result in a daily penalty of 100,000 forints, which penalty shall not affect the Guest’s other liabilities. The Guest shall bear unlimited and joint liability for any damage or harm caused by persons arriving without prior registration.

8.5. The Guest must obtain prior written permission from the Hotel to host more than two people simultaneously or consecutively in common areas. Violation of this provision shall result in a daily penalty of 100,000 forints, which penalty shall not affect the Guest’s other liabilities. The Guest shall bear unlimited and joint liability for any damage or injury caused by persons arriving without prior registration.

8.6. If a guest who has not been registered at the hotel reception in accordance with the law is staying in the Guest’s room, then—particularly in light of the Hotel’s obligation to register all guests in accordance with state laws and the serious penalties that may result from failure to do so— - the Hotel Guest shall be required to pay a penalty of 400 EUR per unregistered guest.

9. Pets

9.1. Pets are generally permitted in the Service Provider’s accommodations and may be kept in the hotel room under the Guest’s supervision. Pets may use common areas to access the rooms; however, other facilities (restaurant, fitness center, wellness area, etc.) may not be visited with pets.

9.2. The Guest is fully liable for any damage caused by the pet. In the case of a pet staying at the Hotel, the Parties presume that typical damage that may be caused by an animal in the room (such as chewing on chair legs, tearing fabric, or soiling the carpet) was caused by the pet, for which the Guest is obligated to pay compensation.

9.3. Guide dogs are permitted.  

9.4. The Service Provider charges a separate fee for pets.

9.5. The Parties agree that if the fee for the pet has not been paid in advance upon arrival, it shall be presumed that the pet is staying at the Hotel without permission.

9.6. A violation of this provision shall result in a daily penalty of 100,000 forints, which penalty shall not affect the Guest’s other liabilities.

9.7. If the pet’s behavior results in significant additional cleaning work or is inconsistent with good taste (e.g., animal urine or feces in the room, bathroom, etc.), the owner is required to pay a penalty of 20,000 forints per room night.

9.8. If, despite repeated warnings from the room’s guests or the pet’s owner, the pet causes complaints from other hotel guests (e.g., constant barking, meowing, “relieving itself” in the hotel, growls, etc.), the Hotel is entitled, without offering any compensation, to refuse to provide accommodation services to the guest; in such a case, the guest is not entitled to a refund of the price of the reserved room.

10. Refusal to Perform the Contract; Termination of the Obligation to Provide Services

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

1. The Guest uses the room or the facility provided for purposes other than those intended
2. the Guest fails to comply with the accommodation’s safety regulations or house rules, behaves in an objectionable or rude manner toward its employees, is under the influence of alcohol or drugs, or exhibits threatening, offensive, or other unacceptable behavior
3. The Guest suffers from an infectious disease or fails to comply with the laws in effect during an epidemic or with the protective measures implemented by the Service Provider
4. the Contracting Party fails to fulfill its advance payment obligation specified in the Contract by the specified date
5. The Guest threatens to damage the Service Provider’s reputation, even though there is no valid reason to do so based on the contractual rights and obligations.
6. the Guest has made a group reservation on any online platform. A reservation for more than 4 rooms is considered a group reservation.

10.2. Termination for the reasons listed above is attributable to the Guest’s conduct; therefore, in such cases, the Service Provider is entitled to the full booking amount.

10.3. If the Contract between the parties cannot be fulfilled due to “force majeure,” the contract shall be terminated.

10.4. If the Service Provider incurs any obligation to refund the Guest, it is entitled to deduct the commission charged by third parties (such as intermediaries, e.g., Szállás.hu, Booking.com) from the amount to be refunded.

10.5. If the Service is rebooked or canceled at the Guest’s request or for reasons within the Guest’s sphere of interest, the Service Provider is entitled to charge an administrative fee of 5,000 Forint; however, the administrative fee may not exceed 20% of the total booking value.

11. Accommodation Guarantee

11.1. If the Service 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 obligated to notify the Guest of this immediately.  

11.2. The Service Provider is obligated to assist the Guest in booking accommodation at another location, if the Guest so requests.

11.3. If the Service Provider fully complies with this obligation, or if the Guest has accepted the alternative accommodation offered to them, the Contracting Party may not make any subsequent claim for damages.

11.4. The Guest is not obligated to accept the alternative hotel offered by the Service Provider and may cancel the reservation without any further legal consequences.  

11.5. In the event of a Guest’s complaint, if the Hotel deems the complaint to be justified, the Hotel is entitled to offer another suitable room to resolve the issue in question (e.g., noisy neighbors). If the Guest does not accept the offered Room, they are not entitled to a refund or discounts, and are obligated to pay for the reserved services and room.

The provision of the service is subject to current government regulations permitting the provision of hotel services.

12. Guest’s Illness or Death

12.1. If the Guest becomes ill during the period of accommodation and is unable to act in their own best interest, the Service Provider will offer medical assistance.

12.2. In the event of the Guest’s illness or death, the Service Provider is entitled to reimbursement of costs from the Guest’s relative, heir, or the person responsible for payment; including any medical and procedural costs, the cost of services utilized prior to death, and any damage to equipment or furnishings resulting from the illness or death.

12.3. If the authorities order the guest to undergo home quarantine, the guest is obligated to pay the Service Provider the service fee associated with any extension of the reservation.

13. Rights of the Contracting Party

13.1. Under the terms of this Agreement, the Guest is entitled to the proper use of the reserved room and those facilities of the accommodation that are included in the standard scope of services and are not subject to special conditions.

13.2. The Guest may file a complaint regarding the performance of the services provided by the Service Provider during the duration of their stay at the accommodation. The Service Provider undertakes to address any complaint submitted to it in writing (or recorded in a report by the Service Provider) during this period.

13.3. The Guest’s right to file a complaint expires upon departure from the accommodation.

14. Obligations of the Contracting Party

14.1. The Contracting Party is obligated to pay the consideration for the services ordered under the Contract by the date and in the manner specified in the Contract.  

14.2. The Guest shall ensure that any child under the age of 18 under the Guest’s care stays at the Service Provider’s hotel only under adult supervision.

14.3. The Guest may not bring their own food or beverages into the hotel’s dining facilities.

14.4. The Guest is required to comply with the Service Provider’s house rules.

14.5. Unless otherwise expressly provided in writing, the Guest and prospective Guest are required to notify the Service Provider of their intention to use any service prior to its commencement and to pay the applicable fee.

14.6. In accordance with data protection laws and the privacy policy, the Guest is required to regularly check their valuables and immediately report any issues in writing so that, in the event of a problem, the Service Provider can handle the complaint in a timely and effective manner. This applies in particular to checking valuables upon returning to the Room, or, for example, to regularly inspecting—at least once a day—the condition of a vehicle left in the garage.  

15.  The Contracting Party’s Liability for Damages and Indemnification

15.1. The Guest is liable for all damages and losses suffered by the Service Provider or a third party due to the fault of the Guest, the Guest’s companion, or any other person under the Guest’s responsibility. This liability applies even if the injured party is entitled to claim compensation for damages directly from the Service Provider.

15.2. The Service Provider is entitled to prevent the removal of personal property (including motor vehicles) brought onto the Premises for the purpose of securing compensation. In doing so, the Service Provider must act in accordance with the rules of custodial responsibility.

15.3. The Guest expressly acknowledges that the hotel is a non-smoking hotel and is obligated to act in accordance with the provisions of the law on the protection of non-smokers. Smoking is prohibited throughout the hotel premises, including open-air areas such as the roof. In the event of a violation of the smoking ban, the Guest is obligated to pay an amount in Hungarian forints equivalent to 400 EUR as compensation/penalty for each instance of non-compliance. The Hotel may unilaterally reduce this amount; however, if the reduced amount is not paid by the due date, the Hotel may demand payment of the original amount.

15.4. If the Guest departs without having paid in full for certain services used or taxes, the Hotel is entitled to charge a penalty equal to twice the unpaid amount and a flat-rate penalty of 49,900 forints, which does not affect the Guest’s further obligation to pay any fees and costs incurred during subsequent collection efforts.

16. The Service Provider’s Rights

1. If the Guest fails to fulfill their obligation to pay for services used, or for services ordered under the Contract but not used, for which a penalty applies, the Service Provider shall have a lien on the Guest’s personal belongings brought to the hotel to secure its claims.
2. To secure its monetary claims, the Service Provider is entitled to restrict access to the hotel room until the Guest has fulfilled their payment obligations.
3. The Service Provider is entitled to restrict, suspend, or modify certain services due to the pandemic caused by the coronavirus crisis. In such cases, if the value of the service is negligible compared to the total value of the reservation, the Guest is not entitled to compensation. If the value of the service exceeds 10% of the booking’s value, the Guest is entitled to compensation for the price of the specific service that was not used, either in whole or in part.
4. On premises privately owned and operated by DENTAL-PANNONIA Zrt., the Service Provider is entitled to prevent the removal, driving away, or relocation of any items located on the premises due to failure to pay the parking fee, even by using physical means, such as barriers, chains, until the parking fee and penalty are paid.

17. Obligations of the Service Provider

17.1. The Service Provider is obligated to:

1. provide the accommodations and other services ordered under the contract in accordance with applicable regulations and service standards.
2. investigate the guest’s written complaint and take the necessary steps to resolve the issue, which must be documented in writing.

18. The Service Provider’s Liability for Damages

18.1. The Service Provider assumes liability for any damage suffered by the Guest that occurred within its facilities due to the fault of the Service Provider or its employees.  

18.1.1. The Service Provider’s liability does not extend to incidents of damage that occurred due to unavoidable causes beyond the control of the Service Provider’s employees and guests, or that were caused by the Guest themselves.

18.1.2. The Service Provider may designate areas within the hotel that the Guest is not permitted to enter. The Service Provider assumes no liability for any damage or injury occurring in such areas.

18.1.3. The Guest must immediately report any damage suffered to the hotel and provide the hotel with all necessary information required to clarify the circumstances of the incident and, if necessary, to file a police report or initiate police proceedings.

18.2. The Service Provider also assumes liability for damage suffered by the Guest as a result of the loss, destruction, or damage to the guest’s personal property, provided that the guest placed such property in a location designated by the Service Provider, in a location generally intended for that purpose, or in their room, or handed it over to an employee of the Service Provider whom the guest could reasonably consider authorized to receive such property.

18.2.1. The Service Provider is liable for valuables, securities, and cash only if it has expressly accepted them for safekeeping, or if the damage resulted from a cause for which the Service Provider is liable under general rules. In such cases, the burden of proof rests with the Guest.

18.2.2. The Hotel operates an automatic key-reading and camera system. The Guest is required to keep their room locked at all times, to ensure that the room is locked when leaving it, and that the door is properly secured so that it does not open even under slight force.

18.3. The amount of compensation shall not exceed twenty times the daily room rate specified in the Contract, unless the damage is less than this amount; furthermore, the maximum amount of compensation shall not exceed 1,000,000 Forint per room.

18.4. In specific cases, local laws shall apply.

18.5. The Parties hereby declare that the right to claim damages automatically expires on the 14th calendar day following departure from the hotel. The Guest is obligated to initiate legal proceedings in writing within 7 calendar days before a court or other authority in order to interrupt the statute of limitations.

18.6. The Parties agree that notifying the Hotel of the claim in writing or by any other means does not interrupt the statute of limitations for the claim.

18.7. The Guest declares that he or she waives the right to assert a claim if there is reasonable grounds to believe that witness testimony or video footage relevant to the claim would be available for a limited time, but the Guest fails to submit the claim in writing immediately, or at least within two calendar days following departure. In view of data protection regulations and the time-limited nature of such evidence—in particular, the availability of any video recordings—failure to submit a claim makes it disproportionately difficult to provide evidence; therefore, both Parties acknowledge that they shall impose a time limit on this right to assert a claim.

18.8. In accordance with data protection regulations, the Guest may at any time request, exclusively in writing, the preservation of any relevant evidence pertaining to the Guest, such as video recordings; in such cases, the waiver of the right to assert claims set forth in Section 18.7 shall not apply.

18.9. If the Guest fails to settle any outstanding balance upon departure and there is no prior written agreement to the contrary between the Parties, the Guest shall be obligated to pay a penalty of 50,000 forints, which shall not affect the Guest’s payment obligations or other obligations.

19. Confidentiality

The Service Provider shall act in accordance with the provisions of its Data Protection Policy.

20. Force Majeure

In the event of a cause or circumstance (such as war, fire, flood, adverse weather conditions, power outage, or the outbreak of a previously unknown epidemic) beyond a party’s control (force majeure), either party shall be excused from fulfilling its obligations under this Agreement for as long as such cause or circumstance persists. The parties agree that they will do everything in their power to minimize the likelihood of such causes and circumstances occurring and to remedy any damage or delay caused thereby as soon as possible.

If the force majeure situation only renders certain services impossible to provide, the service provider is entitled to payment for the services not affected by the force majeure situation, provided that this does not concern the accommodation service.

The pandemic caused by COVID-19 does not constitute a force majeure event, as it can now be reasonably anticipated that public health measures may be in place at the time of booking.  

21. Governing Law and Jurisdiction

The legal relationship between the Service Provider and the Contracting Party is governed by the laws of Hungary. Any legal dispute arising from the service contract shall be adjudicated by the court having jurisdiction over the place where the service is provided.

Last amended: March 31, 2022.