General terms and conditions
1. Service Provider Details
Company name: Solva Hotel Ltd.
Address: 2500 Esztergom, Táncsics Mihály Street 6.
Tax number: 26796532-2-11
Company registration number: 1109027119
2. General Provisions
2.1. These General Terms and Conditions (hereinafter referred to as the "GTC") summarize the contractual content under which guests enter into an agreement with the Service Provider to use the accommodation and services of Portobello Wellness & Yacht Hotel**** (address: 2500 Esztergom, Táncsics Mihály Street 5.) operated by the Service Provider.
2.2. Special, individual terms are not part of the present GTC, but do not exclude the possibility of separate agreements with travel agents, organizers, or other entities under conditions appropriate to the type of business.
By concluding the contract, the Guest acknowledges the content of the present GTC, and in the absence of a differing agreement, the Parties consider these terms to be binding.
3. Contracting Parties
3.1. The services provided by the Service Provider are used by the Guest.
3.2. If the Guest places an order for services directly with the Service Provider, the Guest shall be considered the Contracting Party. The Service Provider and the Guest – upon meeting the conditions – become contractual parties (hereinafter referred to as "Parties").
3.3. If an order for services is placed by a third party (hereinafter "Agent") on behalf of the Guest, the terms of cooperation are governed by the agreement between the Service Provider and the Agent. In this case, the Service Provider is not obligated to verify whether the third party is lawfully representing the Guest.
3.4. In accordance with legal regulations (Act CLVI of 2016 on State Tasks Related to the Development of Tourist Areas), the Service Provider can only provide services if the Guest provides their name, address, and data required by the current regulations (e.g. identification documents, date of birth, etc.) prior to using the service.
4. Terms and Conditions for Using the Services
4.1. In response to a verbal or written inquiry from the Guest, the Service Provider will send a written offer. If no concrete order is received within 72 hours after the offer is sent – or within 24 hours in the case of last-minute booking requests – the Service Provider is no longer bound by the offer.
4.2. The Contract is concluded when the Service Provider provides written confirmation of the Guest's reservation made either verbally or in writing, and thus qualifies as a written agreement.
Reservations, agreements, modifications made verbally or confirmed verbally by the Service Provider do not constitute a valid contract.
4.3. The accommodation service contract is valid for a specific period.
If the Guest permanently leaves the hotel before the end of the contracted period, the Service Provider is entitled to claim the full amount of the agreed services. The Service Provider is entitled to resell the room vacated before the end date.
Extension of the accommodation service initiated by the Guest requires the prior approval of the Service Provider. In this case, the Service Provider may require payment for the services already used.
4.4. Modification and/or supplementation of the Contract requires a written agreement signed by both Parties.
5. Cancellation Policy
5.1. The accommodation service may be cancelled without penalty under the terms specified in the written confirmation by the Service Provider.
If the Contracting Party has not secured the accommodation services through prepayment, credit card guarantee, or other contractual methods, the Service Provider’s service obligation terminates after the deadline stated in the offer.
In case of late cancellation or no cancellation, the hotel may invoice the full amount of the ordered services as a penalty.
A reservation is considered guaranteed if secured with a credit card guarantee or advance payment.
If the Contracting Party secured the accommodation with prepayment, credit card guarantee, or other contractual methods, the Service Provider will hold the accommodation until 22:00 on the arrival date. After this time, the Service Provider’s service obligation ceases (no-show).
5.2. In the case of bookings with special conditions, group travel, or events, the Service Provider sets different terms in a separate agreement.
5.3. Refunds: If the Contracting Party cancels the service in due time, the Service Provider will refund the prepaid amount via bank transfer or to the bank card used for payment in accordance with the cancellation terms. The Service Provider has 30 days to complete the refund.
6. Prices
6.1. The rack rates of the hotel operated by the Service Provider are displayed in the hotel room or at the reception. Price lists for other services (restaurant, spa) are available in the respective departments.
6.2. The Service Provider reserves the right to change published prices without prior notice. However, if the Guest has a confirmed booking, the confirmed rate cannot be altered.
6.3. When stating prices, the Service Provider indicates the valid legal tax rates (VAT, tourist tax) applicable at the time of the offer. In case of changes in tax laws, the Service Provider may pass the additional burden onto the Contracting Party with prior notice.
6.4. Current discounts, promotions, and other offers are published on portobello.hu, in newsletters (if subscribed), and on other online platforms.
6.5. Advertised discounts cannot be combined with other discounts.
6.6. For bookings with special conditions, group bookings, or events, the Service Provider sets different terms in a separate agreement.
7. Family Discounts
Accommodation and half-board are free for children aged 0–5.99 sharing a room with their parents.
For children aged 6–11.99 staying with their parents, a child supplement applies as per the current price list.
For children aged 12 and over sharing a room with parents, the full adult price with half-board applies.
Extra beds are not available.
8. Payment Methods and Guarantee
8.1. Payment for services must be completed by the Guest no later than at check-out unless otherwise agreed in writing. Deferred payment may be allowed under special agreement.
8.2. The Service Provider may request a credit card guarantee (with pre-authorization), advance payment of part or the total service amount as security for performance and payment.
8.3. Invoices are issued in Hungarian Forint and may be settled in HUF or Euro. The EUR amount is calculated based on the exchange rate of the Service Provider’s bank on the travel day. For cash payments in EUR, any change due will be returned in HUF.
If the final invoice amount exceeds HUF 1.5 million, the Service Provider may refuse cash payment.
The Service Provider accepts cashless payment methods (credit cards, Széchenyi Recreation Cards, and others like vouchers based on specific agreements), the current list of which is available upon request. Guests are advised to check the acceptance of their preferred payment method in advance.
8.4. Any transaction fees charged by the Contracting Party's bank or card provider (credit card, SZÉP card) are borne by the Contracting Party.
9. Refusal to Fulfill the Contract, Termination of the Service Obligation
9.1. The Service Provider is entitled to terminate the Contract for accommodation services with immediate effect, thereby refusing to provide services, if:
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the Guest does not use the room or the facility as intended,
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the Guest behaves in an unacceptable, rude, or abusive manner with hotel staff, is under the influence of alcohol or drugs, or exhibits threatening, offensive, or otherwise inappropriate behavior,
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the Guest suffers from a contagious disease,
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the Contracting Party fails to meet the payment obligation by the specified deadline,
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the Guest fails to comply with the hotel’s security regulations or house rules.
9.2. If the Contract between the parties is not fulfilled due to force majeure, the contract shall be deemed terminated.
10. Placement Guarantee
10.1. 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), the Service Provider is obliged to provide accommodation for the Guest without delay.
10.2. The Service Provider is required:
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to provide/offer accommodation for the Guest in another accommodation of the same or higher category for the price confirmed in the contract, for the duration confirmed,
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to cover the price difference between the confirmed accommodation and the alternative offered,
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to provide a free transfer for the Guest to the offered alternative accommodation and for any eventual return, if necessary.
10.3. If the Service Provider fully complies with these obligations and the Guest accepts the alternative accommodation, the Contracting Party cannot make subsequent claims for compensation.
11. Rights of the Guest
11.1. By entering into the accommodation services contract, the Guest acquires the right to use the rented premises and the included facilities, as well as the usual hotel services provided for Guests.
11.2. The Guest may file complaints regarding the performance of services during their stay at the hotel. The Service Provider undertakes to handle all complaints submitted in writing during this period (or immediately upon observation) and recorded in a report.
11.3. The Guest’s right to lodge a complaint ceases after departure.
12. Obligations of the Guest
12.1. The Guest is obliged to:
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pay the agreed or published rate for the services ordered and used by the specified date and method,
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ensure that minors under their supervision stay only under adult supervision,
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compensate for any damage they cause or that is caused by those under their responsibility to the Service Provider or third parties.
12.2. The Guest must refrain from bringing their own food and drinks into the hotel’s catering units.
12.3. Guests are not allowed to bring dangerous or flammable substances or tools into the hotel.
12.4. The Guest must comply with the hotel’s internal rules and behave appropriately on the hotel premises. The Service Provider may charge the Guest a cleaning fee if they leave the room in a significantly untidy condition (e.g. litter, spilled drinks, etc.).
13. Liability of the Guest for Damages
13.1. The Guest is responsible for all damages and disadvantages incurred by the Service Provider or third parties due to the fault of the Guest, their companion, or any person under their responsibility.
13.2. This liability also applies if the injured party is entitled to claim compensation for damages directly from the Service Provider.
14. Rights of the Service Provider
14.1. If the Guest fails to fulfill their obligation to pay for the services used or ordered under the contract but not used, the Service Provider is entitled to a lien on the Guest’s personal property brought into the hotel to secure its claims.
15. Obligations of the Service Provider
15.1. The Service Provider is obliged to:
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provide the accommodation and other services ordered under the contract in accordance with the applicable regulations and service standards,
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investigate the Guest's written complaint and take necessary steps to resolve the problem, which must also be documented in writing.
16. Liability of the Service Provider for Damages
16.1. The Service Provider is liable for all damages caused to the Guest due to the fault of the Service Provider or its employees.
16.2. The Service Provider is also liable for damages resulting from the loss, destruction, or damage of items that the Guest has expressly handed over for safekeeping to an employee of the Service Provider who is entitled to receive such items.
16.3. The Service Provider is liable for valuables, securities, and cash only if it has expressly taken them into safekeeping, or if the damage occurred due to a cause for which it is liable under general rules. In this case, the burden of proof lies with the Guest.
16.4. The extent of compensation is limited to fifty times the daily room rate unless the damage was caused intentionally or as a result of gross negligence.
17. Cases of the Service Provider’s Exemption from Liability
17.1. The Service Provider shall not be liable for damages if the damage occurred due to unavoidable causes beyond the control of the Service Provider and the Guest.
17.2. The Service Provider shall not be liable for any damages resulting from the improper use of the services.
18. Confidentiality
18.1. The Service Provider shall act in accordance with the provisions of the applicable data protection legislation when fulfilling its obligations under the contract and shall treat all information concerning the Guest as confidential.
19. Vis Maior (Force Majeure)
19.1. Any reason or circumstance (e.g., war, fire, flood, pandemic, power outage, strike) over which a party has no control (force majeure), shall relieve both the Service Provider and the Guest from the fulfillment of the obligations under the contract as long as the reason or circumstance exists.
20. Applicable Law and Jurisdiction
20.1. In matters not regulated in this contract, the provisions of Act V of 2013 on the Civil Code shall apply.
20.2. In the event of a legal dispute, the parties agree to the exclusive jurisdiction of the court competent for the Service Provider’s registered office.
21. Website Terms and Conditions
21.1. By accessing the Service Provider’s website and browsing it, the Guest accepts the terms and conditions specified in the website’s legal notice.
22. Copyright
22.1. The website is protected by copyright. The Service Provider reserves all rights related to the copying, distribution, and transmission of the website or any part thereof by any method or technique.
22.2. The content and design of the website are protected by international and Hungarian laws. It is prohibited to copy, modify, or distribute the content without the prior written permission of the Service Provider.
23. Privacy Policy
23.1. The Service Provider’s Privacy Policy is available on the hotel’s website and at the reception desk.
Informing the guest about the mandatory recording of personal data
Dear Guest
We hereby inform you that according to the legislation in force*, after 1 September 2021, all guests using accommodation services in Hungary will be required by law to have their personal data recorded by the accommodation provider on arrival, via a document scanner, in the accommodation management software and then transferred to a storage facility, the Closed Guest Information Database (VIZA).
The data to be recorded are:
- Surname and first name;
- Name and surname at birth;
- Place of birth;
- Date of birth;
- guest's gender;
- nationality;
- mother's maiden name and surname (if included in the identification document);
- identity card or travel document identification data;
- for third-country nationals**, visa or residence permit number, date and place of entry.
To record the data, the guest using the accommodation service shall present to the accommodation provider his/her identity card, driving licence or travel document which can be used for identification purposes. Failing such presentation, the accommodation provider shall refuse to provide the accommodation. The accommodation provider is authorised by law to request the guest's identity document and the guest is obliged to present it.
Please plan your travel and arrival accordingly.
Thank you for your kind cooperation.