General terms and conditions
1. Preamble
1.1. These General Terms and Conditions of LE PRIMORE govern all services provided by the Service Provider at the LE PRIMORE HOTEL & SPA ***** establishment, as well as the relationship between the specified Service Provider and the Guest.
1.2. These General Terms and Conditions of LE PRIMORE are valid for all Services available on the website operated by the Service Provider at leprimore.hu, which the Guest may use.
1.3. The Services displayed on the Website and other information are for informational purposes only and apply to the moment when the leprimore.hu website was updated.
1.4. The most recent, valid text of these General Terms and Conditions of LE PRIMORE is continuously available on the leprimore.hu website.
1.5. Special, individual conditions not regulated in these General Terms and Conditions do not form part of the published General Terms and Conditions but do not exclude the conclusion of separate agreements with travel agents or organizers under varying conditions appropriate to the type of business.
2. Service Provider's Information
2.1. Event Horizon Capital Private Limited Company (short name: Event Horizon Capital Zrt.; registered office: 1053 Budapest, Veres Pálné utca 9. II. floor; company registration number: 01-10-049274; tax number: 25914845-2-41; statistical number: 25914845-6420-114-01).
3. Web Hosting Service Provider Information
- Name: Tárhely.Eu Szolgáltató Kft.
- Headquarters: 1144 Budapest, Ormánság u. 4.
- Phone: +36 1 789 27 89
- Email: [email protected]
- Website: www.tarhely.eu
4. General Provisions
5. Definitions
5.1. Quote: The price or individually tailored offer sent by the Service Provider to the Guest regarding the Service.
5.2. Price: The price listed on the Website, which is the consideration for the services provided by the Service Provider.
5.3. GTC: These General Terms and Conditions of LE PRIMORE.
5.4. Parties: The Service Provider and the Guest together.
5.5. Consumer: A natural person acting for purposes outside their trade, business, craft, or profession, who purchases, orders, receives, uses, or avails themselves of goods or is the recipient of commercial communications related to goods. For the application of the rules regarding alternative dispute resolution – except for the application of the European Parliament and Council Regulation (EU) No 524/2013 of May 21, 2013, on online consumer dispute resolution and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC – the term "Consumer" also applies to civil organizations, ecclesiastical legal entities, condominium associations, housing cooperatives acting for purposes outside their trade, business, or economic activities who purchase, order, receive, use, or avail themselves of goods or are the recipients of commercial communications related to goods. In the context of the internal market, a business considered a Consumer according to Regulation (EU) 2018/302 is also included, along with any individual acting within his profession, trade, or business.
5.6. Consumer Contract: A contract in which one party qualifies as a Consumer.
5.7. Website: The leprimore.hu website.
5.8. Agent: A third party acting on behalf of and in the name of the Guest when placing an order for the Service.
5.9. Order: The order placed by the Guest for a selected Service, broken down by quantity, time, price, payment, and other conditions.
5.10. Accommodation: The Le Primore Hotel & Spa operating at 8380 Hévíz, Omnibusz utca 1.
5.11. Contract: The contract formed between the Service Provider and the Guest regarding the use of the Service, created via the Website, electronic correspondence, or phone, which is an integral and inseparable part of these GTC.
5.12. Service Provider: Event Horizon Capital Private Limited Company (short name: Event Horizon Capital Zrt.; registered office: 1053 Budapest, Veres Pálné utca 9. II. floor; company registration number: 01-10-049274; tax number: 25914845-2-41; statistical number: 25914845-6421-114-01).
5.13. Service: Accommodation, dining, wellness, and medical services offered for sale on the Website.
5.14. Durable Medium: Any device that allows the Buyer or the Business to store personally addressed data in a manner accessible in the future and for the duration corresponding to the purpose of the data, as well as to display the stored data unchanged.
5.15. Business: A person acting in the course of their profession, trade, or business.
5.16. Guest/You: The Consumer and the Business.
5.17. Price: The consideration payable for the Service.
6. Formation and Content of the Contract
6.1. The Contract may be concluded in the following ways:
6.1.1. Electronically, by placing an online Order on the Website, provided that the Guest pays the Price for the Service. In the case of ordering via the Website, by checking the appropriate checkbox, the Guest acknowledges the provisions of these GTC as binding on themselves.
6.1.2. An email contract is only formed when the Seller specifically confirms the email.
6.1.3. A contract may also be formed in person at the Service Provider's registered office or branch, as well as via telephone inquiry.
6.1.4. In the case of Direct Orders, the services provided by the Service Provider are utilized by the Guest.
6.1.5. If the Guest directly obtains the Services from the Service Provider, then the Guest is the contracting party.
6.1.6. If the Order for the Services is placed by an Agent on behalf of the Guest, the conditions of cooperation are governed by the contract concluded 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.
6.2. Valid Orders can only be placed in accordance with the provisions of this chapter.
6.3. Either Party has the right to initiate the conclusion of the contract regarding the Service by contacting the other Party. The Service Provider is entitled to make a Quote to the Guest via personal, telephone, or electronic inquiry.
6.4. The Price stated in the Quote provided at the Guest's request is valid only within the timeframe specified in the Quote. The Service Provider reserves the right to change the Price of the Services in the Quote in the event of changes in supplier prices or exchange rates.
6.5. The Quote constitutes a non-binding statement, and its acceptance by the Guest does not automatically create an obligation to conclude a contract. If the Order sent based on the Quote deviates from the issued and accepted Quote, the Service Provider is not obligated to accept and fulfill the Order and may prepare a new Quote for the Guest according to the changes. The Prices in the Quote are only valid in case of an unchanged acceptance of the entire Quote.
6.6. Due to health and safety risks associated with certain Services, the Service Provider can only provide the Services if the Guest provides their name and address before availing themselves of the Service.
6.7. Upon a verbal or written request for a quote from the Guest, the Service Provider will send a quote. If a specific order does not arrive within 48 hours from the sending of the quote, the Service Provider's obligation to provide the quote ceases.
6.8. The Contract is formed by the written confirmation of the reservation made verbally or in writing by the Guest, sent by the Service Provider, and thus is considered a written contract.
6.9. Orders, agreements, modifications, or their verbal confirmations made in person are not considered contractual.
6.10. The Contract regarding the utilization of the Service is for a specified duration.
6.11. If the Guest permanently leaves the hotel before the expiration of the specified duration, the Service Provider is entitled to the full consideration for the services stipulated in the Contract. The Service Provider is entitled to resell the Service that became vacant before the expiration date.
6.12. To extend the use of the Service initiated by the Guest, prior written consent from the Service Provider is required. In this case, the Service Provider may stipulate the reimbursement of the fees for the already provided Service.
6.13. Amendments and/or supplements to the Contract require a written agreement signed by both Parties.
7. Cancellation Conditions
7.1. Unless otherwise specified in the hotel’s offer, cancellation of accommodation services is possible without penalty up to 5 days before the arrival date.
7.2. If the Contracting Party has not secured the use of accommodation services by advance payment, credit card guarantee, or other methods stipulated in the Contract, the Service Provider's obligation to provide services ceases after 18:00 local time on the day of arrival.
7.3. If the Contracting Party has secured the use of accommodation services by advance payment, credit card guarantee, or other means stipulated in the Contract, and does not arrive by 18:00 local time on the day of arrival or does not indicate in advance that they will arrive at a later time, the Service Provider will charge a penalty (cancellation fee) equal to at least one day's accommodation fee as specified in the Contract. In this case, the accommodation will be held for the Contracting Party until 12:00 noon the day after the arrival date, after which the Service Provider's obligation to provide services ceases.
7.4. For reservations of services subject to special conditions, group travel, or events, specific conditions differing from the above will be established in a separate Contract.
7.5. In the event of timely cancellation of the Service by the Guest, the Service Provider will refund the amount paid in advance according to the cancellation conditions solely by bank transfer. The Service Provider has 30 (thirty) days to execute the refund.
8. Prices
8.1. The room prices (Rack Rate) and the Prices of the Services provided by the Service Provider's hotel will be posted on the Service Provider's Website, in the hotel room, or at the hotel reception. Price lists for other services will be recorded in the respective hotel departments and on the Service Provider's Website.
8.2. The Service Provider is entitled to change the advertised Prices without prior notice.
8.3. When communicating Prices, the Service Provider will specify the applicable tax content of the Prices at the time of the offer. The Service Provider will pass on any additional burdens due to changes in tax legislation to the Contracting Party with prior notice.
9. Payment Method, Guarantee
9.1. The Service Provider claims the consideration for the services provided to the Contracting Party at the latest after the use of the service, prior to leaving the hotel.
9.2. To guarantee the use of the Service as per the Contract and the settlement of the consideration, the Service Provider may request a credit card guarantee, during which the consideration for the ordered and confirmed service will be blocked on the credit card, or may request an advance payment for part or all of the amount payable.
9.3. The Guest can settle their account in HUF and/or any currency accepted by the Service Provider. In this case, the amount determined in a currency other than HUF will be based on the foreign exchange selling rate applicable on the Guest's travel day set by the Service Provider's bank.
9.4. The Guest can settle their account in cash on-site, and the Service Provider also accepts cash-saving payment methods (credit card, Széchenyi Leisure Card, and others based on a separate agreement; gift vouchers, etc.), the current list of which will be provided to the Contracting Party upon request. In case of a reservation, it is advisable for the Contracting Party to clarify the payment options using the selected cash-saving payment method.
9.5. Any costs related to the use of any payment method will be borne by the Contracting Party or their Széchenyi Card/credit card.
10. Conditions and Methods of Using the Service
10.1. The Guest may occupy the hotel room from 15:00 on the day of arrival and must vacate it by 11:00 on the last day of stay, unless the Service Provider allows earlier arrival or later departure after prior agreement. The fees for earlier arrival or later departure are included in the current price list.
11. Digital Document Scanner and VIZA System
11.1. In accordance with the provisions of Section 9/H. (1) of Act CLVI of 2016 on the state tasks of developing tourist areas, the condition for check-in and room occupancy is the submission of a photo ID (identity card, card-form driving license, or passport) verifying the personal data of the persons utilizing the accommodation service at check-in at the reception or the recording of such data by the Service Provider using a digital document scanner. Every Guest must present a photo ID upon arrival for identification.
11.2. According to Section 9/H. (2) of Act CLVI of 2016, if the Guest does not provide the document for personal identification upon arrival, the hotel will refuse to provide accommodation services.
11.3. In the case of a refused stay under applicable laws, the hotel will not claim the advance payment, cancellation, or modification fee stated in the booking confirmation.
12. Pets
12.1. Pets may be brought into the Service Provider's accommodation after prior arrangement, they may be kept in the hotel room under the supervision of the Guest, may use common areas to access the rooms, but cannot visit other areas (restaurant, swimming pool, etc.). The surcharge for bringing pets will be included in the current price list.
12.2. The Guest must notify the Service Provider in advance of their intention to bring a pet during the booking; if this requirement is not communicated in advance, the Service Provider will charge the Guest the extra pet fee listed in the current daily price list.
12.3. The Guest is fully responsible for any damages caused by their pet and must pay any additional cleaning fees on-site, the amount of which is also included in the current price list.
13. Refusal to Perform the Contract, Termination of the Service Obligation
13.1. The Service Provider is entitled to terminate the accommodation service Contract with immediate effect, thus refusing to provide services if:
a) the Guest does not use the provided room or facility properly;
b) the Guest behaves objectionably or rudely towards the safety or order of the accommodation, its employees, is under the influence of alcohol or drugs, or exhibits threatening, offensive, or otherwise unacceptable behavior;
c) the Guest suffers from a contagious disease;
d) the Guest does not fulfill their obligation to pay the advance stipulated in the Contract by the specified time.
14. Accommodation Guarantee
14.1. If the Service Provider's hotel is unable to provide the services stated in the Contract due to its own fault (e.g., overbooking, temporary operational issues, etc.), the Service Provider is obliged to ensure the accommodation of the Guest without delay.
14.2. In the case described in Section 11.1, the Service Provider is obliged to:
a) provide/offer the services specified in the Contract at the confirmed price, for the duration stipulated therein – or until the obstacle is resolved – at another accommodation of the same or higher category. All additional costs associated with the provision of the substitute accommodation shall be borne by the Service Provider;
b) provide the Guest with a one-time opportunity to make a phone call to communicate the change of accommodation free of charge;
c) provide free transport for the Guest to move to the offered substitute accommodation and for any subsequent return.
14.3. If the Service Provider fully complies with these obligations, or if the Guest accepts the substitute accommodation offered, the Contracting Party cannot make any subsequent claims for damages.
15. Guest's Illness or Death
15.1. If the Guest becomes ill during the duration of the accommodation service, and is unable to act in their own interest, the Service Provider will offer medical assistance.
15.2. In the case of the Guest's illness/death, the Service Provider is entitled to claim cost compensation from the sick/deceased’s relatives, heirs, or the person responsible for the invoice; for any medical and procedural costs, the consideration for services provided before the death, and for any damages caused to equipment or furnishings due to the illness/death.
16. Rights of the Contracting Party
16.1. 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 usual service scope and are not subject to special conditions.
16.2. The Guest may file a complaint regarding the performance of services provided by the Service Provider during their stay. The Service Provider undertakes to address any complaint received in writing during this period.
16.3. The Guest's right to file a complaint ceases after their departure from the accommodation.
17. Guest's Obligations
17.1. The Guest is obliged to settle the consideration for the Services ordered in the Contract by the time and in the manner specified in the Contract.
17.2. The Guest must ensure that children under the age of 14 under their responsibility are only present at the Service Provider's Accommodation under the supervision of an adult, and the parent is fully responsible for any damages caused by the child. The spa section’s thermal water pools and saunas cannot be accessed by children for health reasons; supervision of children in this regard is the parents' responsibility.
17.3. Guests are not allowed to bring their own food or drinks onto the premises of the hotel.
18. Guest's Liability for Damages
18.1. The Guest is responsible for any damages caused by them, their companion, or other persons under their responsibility to the Service Provider or third parties. The Guest is liable to compensate the Service Provider for any damage they have caused. This liability exists even if the injured party has the right to claim compensation directly from the Service Provider.
19. Service Provider's Rights
19.1. The Service Provider reserves the unilateral right to request a payment guarantee from the Guest or their cost bearer upon arrival – credit card preauthorization, cash deposit, or settlement of the consideration for unprepaid basic and extra services (hereinafter collectively referred to as: Payment Guarantee).
19.2. Upon arrival, the Service Provider will inform the Guest about the existence and amount of the Payment Guarantee, which the Guest will accept in writing.
19.3. The daily amount of the Payment Guarantee may not exceed the daily room rate specified in the Contract, and the Service Provider reserves the unilateral right to request additional security (hereinafter: Deposit) from the Guest or their cost bearer beyond the amount of the Payment Guarantee. The Service Provider reserves the right to terminate the Contract with immediate effect if the Guest or the cost bearer refuses to provide the Payment Guarantee and/or the Deposit.
19.4. Both the advance payment and the Payment Guarantee and Deposit serve as security for the Service Provider in case the party providing the security fails to fulfill their obligations under the GTC or the individually defined service contract. The Service Provider may satisfy its claims arising under the GTC or the individually defined service contract from the Payment Guarantee or Deposit in the event of the circumstances stipulated in this clause. In this regard, both the Payment Guarantee and the Deposit constitute a type of security under the Civil Code.
19.5. If the Guest or their cost bearer fails to fulfill their obligation to pay for the extra services used or those ordered under the service contract at the cost of the Guest or cost bearer, the Service Provider is entitled to enforce this claim directly against the Guest or the cost bearer as the guarantor.
19.6. If the Guest fails to fulfill their obligation to pay for services that are subject to penalties for cancellation, whether used or ordered but not used, the Service Provider is entitled to a lien on the Guest's personal belongings brought into the hotel as security for its claims. In all cases, an official protocol must be drawn up, which the hotel employee (department manager or on-duty manager), the Guest, and two witnesses must sign to confirm the authenticity of the events recorded in the protocol.
19.7. The Service Provider's security service is entitled to remove any person who jeopardizes the peace and safety of any of the Service Provider's activities – while respecting personal rights – from the facility. In the case of measures taken by the Service Provider's security service, the Service Provider shall not be liable for damages either to the Guest or their cost bearer or to the person concerned.
20. Service Provider's Obligations
20.1. The Service Provider is obliged to:
a) fulfill the accommodation and other Services ordered under the Contract according to applicable regulations and service standards;
b) investigate the Guest's written complaint and take the necessary steps to address the problem, which must be documented in writing.
21. Service Provider's Liability for Damages
21.1. The Service Provider is responsible for any damages suffered by the Guest that occurred within its facilities due to the fault of the Service Provider or its employees.
21.2. The Service Provider's liability does not extend to damages arising from unavoidable causes beyond the control of the Service Provider's employees and guests or those caused by the Guest themselves.
21.3. The Service Provider may designate certain areas within the hotel that Guests are not allowed to enter. The Service Provider is not liable for any damages or injuries that occur in such areas.
21.4. The use of the spa section of the accommodation is at the Guest's own risk, and there is an increased risk of slipping in areas near the water; the Service Provider is not liable for accidents resulting from this.
21.5. The Guest must report any damage they have suffered to the Service Provider immediately and provide all necessary information to the Service Provider to clarify the circumstances of the incident, which may be necessary for the preparation of an official protocol and for any authority procedures.
21.6. The Service Provider is also liable for damages resulting from the loss, destruction, or damage to the Guest's belongings if the Guest placed them in a location designated by the Service Provider or in the safe of their room, or handed them over to an employee of the Service Provider who was considered authorized to receive such belongings.
21.7. The Service Provider is only responsible for valuables, securities, and cash if the item was specifically accepted for safekeeping or if the damage occurred for reasons for which it is liable under general rules. In this case, the burden of proof lies with the Guest.
21.8. The Service Provider does not assume responsibility for valuables left in vehicles in its parking lot, and it will investigate damages occurring in parked vehicles; if the damage resulted from negligence attributable to the Service Provider, it will compensate for it.
21.9. Compensation for damages is limited to a maximum of fifty times the daily room rate specified in the Contract, unless the damage is less than this amount.
21.10. The Service Provider is not liable for valuables left in other areas of the accommodation.
22. Spa and Wellness Section Rules
22.1. By utilizing the bath and sauna services associated with the hotel room reservation, the guests of the Spa and wellness section recognize the provisions of the house rules as binding upon their entry. Guests may only enter the SPA and wellness section in hotel bathrobes or leisurewear and rubber-soled slippers, and they may use its services at their own risk. Guests without room reservations cannot use the section. Entry may be denied to unauthorized individuals wishing to enter the section.
22.2. The Spa reception and bathing area are open according to the current opening hours; outside these periods, the section is not accessible. The management of the hotel may unilaterally change the operating hours in justified cases (storm, technical failure, etc.). Skilled personnel oversee the entire section to ensure a safe and pleasant relaxation experience.
22.3. Guests with fever, infectious diseases, visible skin conditions, open wounds or injuries, especially those under the influence of alcohol, drugs, or other psychoactive substances, may not use either the sauna or bathing area services or the Spa treatments. This will be determined unilaterally by our skilled staff and the section management, and a report will be made.
22.4. It is prohibited to litter the section and to smoke in the entire Spa and bathing area. Eating and consuming any drinks are only permitted at the wellness bar and outdoor terraces. Making noise and endangering one's own or others' physical safety in or near the pools is not allowed.
22.5. Jumping, yelling, playing ball, using inflatable mattresses, diving goggles, and bringing in games into the pools is not permitted to prevent accidents.
22.6. Using the shower before entering the pool is mandatory in all cases.
22.7. The Service Provider does not take responsibility for valuables placed in the rest areas and changing rooms.
22.8. First aid in the Spa and bathing section is provided by qualified spa receptionists, sauna supervisors, and lifeguards. Any accidents affecting the bathers must be reported immediately to the Spa Manager. We cannot accept any subsequent complaints regarding unreported accidents.
22.9. Bathers must comply with the rules regarding the use of the baths. The operator is entitled to request the assistance of authorities to maintain the order of the swimming pool if necessary.
22.10. The Service Provider is entitled to compensation from the Guest if they cause intentional or negligent damage to the equipment or furnishings in the bathing section.
23. Confidentiality
23.1. The Service Provider acts as an independent data controller regarding the personal data of the Guest in accordance with the provisions of Act CXII of 2011 on the right to informational self-determination and freedom of information, as well as the provisions of Regulation (EU) 2016/679 of the European Parliament and Council, and publishes its data processing information on the Website and makes it available to the Guest upon request.
23.2. The Parties undertake to keep confidential any business secrets and protected knowledge related to the Contract, its preparation, or execution that comes to their knowledge about the other party or their business activities, including all information, experiences, and data related to pricing, Services, and transactions, in accordance with the Act LIV of 2018 on the protection
Effective: March 17, 2025