Terms and conditions

1. Service Provider Information

  • Name: Erzsébet Park Kft.
  • Registered Office: 1133 Budapest, Gogol utca 15.
  • Company Registration Number: 01-09-866744
  • Tax Number: 13662077-2-41
  • EU Tax Number: HU13662077
  • Accommodation Name: Silver Crown Hotel & Residence

2. General Provisions

  • These General Terms and Conditions (“GTC”) govern the use of the accommodation and services provided by the Service Provider.
  • Special or individual conditions are not part of these GTC but do not preclude the possibility of entering into separate agreements with travel intermediaries, organizers, or other entities based on the specific nature of the business.

3. Contracting Parties

  • The Guest is the recipient of the services provided by the Service Provider.
  • If the Guest places a direct order for services with the Service Provider, the Guest becomes the Contracting Party. Upon meeting the applicable conditions, the Service Provider and the Guest jointly constitute the Contracting Parties (hereinafter referred to as the “Parties”).
  • If a third party (hereinafter referred to as the “Intermediary”) places an order on behalf of the Guest, the terms of cooperation are governed by the contract between the Service Provider and the Intermediary. In such cases, the Service Provider is not obliged to verify the legal authority of the third party to represent the Guest.

4. Conclusion, Booking, Modification, and Notification Obligations

  • The Service Provider sends an offer in response to a verbal or written inquiry from the Guest. If no order is received within 48 hours of the offer being sent, the Service Provider’s offer ceases to be binding.
  • The contract is established upon written confirmation from the Service Provider of a verbal or written booking request from the Guest, thereby qualifying as a written contract.
  • Verbal bookings, agreements, modifications, or verbal confirmations by the Service Provider do not constitute a contractual obligation.
  • The accommodation service contract is for a specified duration.
  • If the Guest vacates the room before the agreed period expires, the Service Provider is entitled to charge the full contractual amount as follows:
    • Silver Crown Hotel & Residence: 100%
  • The Service Provider is entitled to re-sell the vacated room before the contract expiration.
  • Any extension of the accommodation period requested by the Guest requires the prior approval of the Service Provider, who may condition approval on the settlement of charges for services already rendered.
  • Any modification or supplementation of the contract requires a written agreement signed by both Parties.

5. Cancellation Terms

  • Unless otherwise specified in the hotel’s offer, free cancellation of accommodation services is possible as follows:
    • Silver Crown Hotel & Residence: At least 48 hours before check-in time (local time).
  • If the Contracting Party has not secured the booking through an advance payment, credit card guarantee, or other contractual method, the Service Provider has no service obligation.
  • If the Contracting Party has secured the booking and does not arrive by 23:59 (local time) on the day of arrival without prior notice, the Service Provider may enforce a penalty equal to at least the total accommodation fee.
  • In this case, the reserved room is held until 07:00 AM the following day, after which the Service Provider’s obligation ceases.

Cancellation Policy for Group Bookings:

  • Free cancellation is available within 24 hours of confirmation.
  • Thereafter, the cancellation fee is as follows:
    • 59-30 days before arrival: 20% of all booked services
    • 30 days or less before arrival: 80% of all booked services
    • Less than 30 days before arrival or no-show: 100% of all booked services

After the 24-hour free cancellation period, the booking is placed on a waiting list and confirmed upon payment of an invoice covering 20% of the total booking.

6. Prices

  • Current room rates are displayed on the hotel’s website or at the hotel reception.
  • Service Provider may change prices without prior notice.
  • The Service Provider indicates whether the published prices include applicable taxes (VAT, tourism tax) as per Hungarian law.
  • Discounts, promotions, and other offers are published on www.silvercrowngroup.com.
  • Child discounts may vary; specific rates are available with the offer.
  • For special bookings, events, or group bookings (more than 5 rooms), separate contractual conditions and surcharges may apply.

7. Payment Methods and Guarantee

  • The Service Provider requires full payment for services no later than upon check-in, unless post-payment is arranged through a separate agreement.
  • To secure the booking, the Service Provider may:
    • Request a credit card guarantee, allowing the amount to be pre-authorized on the card.
    • Request an advance payment covering part or all of the total fee.
  • Payment is accepted in Hungarian forints (HUF) or euros (EUR).
  • Invoices are issued in HUF in accordance with Hungarian tax regulations. If payment is made in EUR, conversion is based on the daily exchange rate set by the Service Provider.
  • Accepted payment methods include cash (HUF, EUR), bank transfers, and the following credit cards: Visa, EC/MC, JCB.
  • Any transaction-related costs are borne by the Contracting Party.

8. Use of Services and Conditions

  • Guests may check in from 15:00 and must check out by 11:00 on the departure date.
  • Early check-in before 11:00 may result in an extra night’s charge.
  • Late check-out after 17:00 may incur a charge for an additional night.

9. Pets

  • Pets are generally allowed but must remain under the Guest’s supervision in designated areas. Pets are not permitted in certain common areas (e.g., restaurant, swimming pool).
  • The Guest assumes full responsibility for any damage caused by the pet.
  • Guide dogs are allowed.
  • An additional fee applies for pets.

10. Contract Termination and Service Refusal

  • The Service Provider reserves the right to terminate the contract with immediate effect and refuse service if the Guest:
    • Engages in abusive, inappropriate, offensive, or hostile behavior towards staff or other guests.
    • Misuses the room or facility.
    • Violates safety regulations or house rules.
    • Is under the influence of alcohol or drugs, exhibits aggressive or inappropriate behavior.
    • Suffers from an infectious disease or fails to comply with health regulations.
    • Fails to pay the required deposit by the specified deadline.
  • If the contract cannot be fulfilled due to force majeure, it is terminated.

11. Accommodation Guarantee

  • If the Service Provider cannot fulfill the confirmed booking due to overbooking or operational issues, it must:
    • Arrange equivalent or superior accommodation at the original price.
    • Cover all additional costs associated with alternative accommodation.
    • Provide free telephone access for the Guest to inform their contacts.
    • Provide free transport to the alternative accommodation.
  • If the Guest accepts the alternative accommodation, no further claims may be made.
  • The Service Provider may close or reopen the hotel based on demand and prevailing circumstances.

12. Complaint Handling and Legal Enforcement Options

Consumers can submit their complaints regarding the product or the Seller’s activities through the following contact details:

  • Phone: +36209680907
  • Website: https://www.silvercrowngroup.com
  • Email: reception@silvercrowngroup.com

Consumers can communicate their complaints to the business either verbally or in writing, which relate to the conduct, activities, or omissions directly connected to the distribution or sale of goods to consumers by the business or persons acting on behalf of or for the benefit of the business.

The business is obliged to immediately investigate and, if necessary, remedy verbal complaints. If the consumer disagrees with the handling of the complaint or immediate investigation is not possible, the business must promptly record the complaint and its position on it, and provide a copy to the consumer in case of a verbal complaint made in person. For verbal complaints made via telephone or other electronic communication services, the business must send a substantive response within 30 days, in accordance with the requirements for written complaints. Otherwise, the business must proceed as follows for written complaints. The business must respond substantively in writing within 30 days of receipt of the written complaint, unless otherwise specified by directly applicable EU legislation. Shorter deadlines may be set by law, longer deadlines by statute. The business must justify its position rejecting the complaint. Verbal complaints made via telephone or other electronic communication services must be assigned a unique identification number.

The complaint record must include the following:

  1. Consumer’s name and address,
  2. Place, time, and method of submitting the complaint,
  3. Detailed description of the consumer’s complaint, list of documents and other evidence presented by the consumer,
  4. Business’s statement on the consumer’s complaint, if immediate investigation is possible,
  5. Signature of the person recording the complaint and, except for verbal complaints made via telephone or other electronic communication services, the consumer’s signature,
  6. Place and time of recording the complaint,
  7. Unique identification number for verbal complaints made via telephone or other electronic communication services.

The business must retain the complaint record and a copy of the response for five years and present them to the supervisory authorities upon request.

If the complaint is rejected, the business must inform the consumer in writing which authority or conciliation body they can initiate proceedings with, depending on the nature of the complaint. The information must also include the address, phone number, website, and mailing address of the competent authority or the conciliation body in the consumer’s place of residence or stay. The information must also cover whether the business uses the conciliation body procedure to resolve consumer disputes.

If the consumer dispute between the Seller and the consumer is not resolved during negotiations, the following legal enforcement options are available to the consumer: Consumer Protection Procedure

  • Complaint to consumer protection authorities. If the consumer perceives a violation of their consumer rights, they are entitled to file a complaint with the consumer protection authority competent in their place of residence. After evaluating the complaint, the authority decides on conducting the consumer protection procedure. The first-instance consumer protection tasks are performed by the metropolitan and county government offices competent in the consumer’s place of residence, the list of which can be found here: http://www.kormanyhivatal.hu.

Judicial Procedure

  • Judicial procedure. The client is entitled to enforce their claim arising from the consumer dispute in court within the framework of civil proceedings according to the provisions of Act V of 2013 on the Civil Code and Act CXXX of 2016 on the Code of Civil Procedure.

Conciliation Body Procedure

  • You are informed that you can file a consumer complaint against us. If we reject your consumer complaint, you are entitled to turn to the Conciliation Body competent in your place of residence or stay: the condition for initiating the procedure is that the consumer directly attempts to resolve the disputed matter with the business. The procedure can be conducted by the conciliation body indicated in the consumer’s application instead of the competent body.

The business has a cooperation obligation in the conciliation body procedure. This includes the obligation to send a response to the conciliation body’s request and the obligation to appear before the conciliation body (“ensuring the participation of a person authorized to reach an agreement at the hearing”). If the business’s registered office or place of business is not registered in the county where the conciliation body operates, the business’s cooperation obligation extends to offering the possibility of written agreement according to the consumer’s request.

In case of violation of the above cooperation obligation, the consumer protection authority has jurisdiction, which, based on the legislative change, imposes mandatory fines for the business’s unlawful conduct, without the possibility of exemption. In addition to the Consumer Protection Act, the relevant provisions of the Act on Small and Medium Enterprises have also been amended, so fines will not be waived for small and medium enterprises either.

The amount of the fine for small and medium enterprises ranges from HUF 15,000 to HUF 500,000, while for businesses subject to the Accounting Act with annual net revenue exceeding HUF 100 million, it ranges from HUF 15,000 to 5% of the business’s annual net revenue, but not more than HUF 500 million. The introduction of mandatory fines aims to emphasize cooperation with conciliation bodies and ensure active participation of businesses in the conciliation body procedure.

The conciliation body has jurisdiction to resolve consumer disputes out of court. The conciliation body’s task is to attempt to reach an agreement between the parties to resolve the consumer dispute, and if unsuccessful, to make a decision to ensure the simple, quick, effective, and cost-efficient enforcement of consumer rights. The conciliation body provides advice on consumer rights and obligations upon request from the consumer or the business.

The conciliation body procedure is initiated upon the consumer’s request. The application must be submitted in writing to the chairperson of the conciliation body: the requirement for written form can be met by letter, telegram, telex, or fax, as well as any other means that allows the recipient to access the data addressed to them.

Long-term storage for an appropriate period and the display of stored data in unchanged form and content.

The application must include:

  1. The consumer’s name, place of residence or stay,
  2. The name, registered office, or affected place of business of the company involved in the consumer dispute,
  3. If the consumer requests jurisdiction from a conciliation body other than the competent one, the designation of the requested body,
  4. A brief description of the consumer’s position, supporting facts, and evidence,
  5. The consumer’s statement that they have directly attempted to resolve the disputed matter with the company involved,
  6. The consumer’s statement that no other conciliation body procedure has been initiated, no mediation procedure has started, no lawsuit has been filed, and no application for a payment order has been submitted,
  7. A proposal for the decision of the body,
  8. The consumer’s signature.

The application must be accompanied by the document or its copy (extract) that the consumer refers to as evidence, particularly the company’s written statement rejecting the complaint, or other written evidence available to the consumer regarding the attempted reconciliation.

If the consumer acts through an authorized representative, the authorization must be attached to the application.

More information about the Conciliation Bodies can be found here: http://www.bekeltetes.hu

More information about the territorially competent Conciliation Bodies can be found here: https://bekeltetes.hu/index.php?id=testuletek

Contact details of the territorially competent Conciliation Bodies:

Baranya County Conciliation Body Address: 7625 Pécs, Majorossy I. u. 36. Phone: 06-72-507-154 Fax: 06-72-507-152 Email: abeck@pbkik.hu; mbonyar@pbkik.hu

Bács-Kiskun County Conciliation Body Address: 6000 Kecskemét, Árpád krt. 4. Phone: 06-76-501-500; 06-76-501-525, 06-76-501-523 Fax: 06-76-501-538 Email: bekeltetes@bacsbekeltetes.hu; mariann.matyus@bkmkik.hu Website: www.bacsbekeltetes.hu

Békés County Conciliation Body Address: 5600 Békéscsaba, Penza ltp. 5. Phone: 06-66-324-976 Fax: 06-66-324-976 Email: eva.toth@bmkik.hu

Borsod-Abaúj-Zemplén County Conciliation Body Address: 3525 Miskolc, Szentpáli u. 1. Phone: 06-46-501-091; 06-46-501-870 Fax: 06-46-501-099 Email: bekeltetes@bokik.hu

Budapest Conciliation Body Address: 1016 Budapest, Krisztina krt. 99. III. em. 310. Phone: 06-1-488-2131 Fax: 06-1-488-2186 Email: bekelteto.testulet@bkik.hu

Csongrád-Csanád County Conciliation Body Address: 6721 Szeged, Párizsi krt. 8-12. Phone: 06-62-554-250/118 Fax: 06-62-426-149 Email: bekelteto.testulet@csmkik.hu

Fejér County Conciliation Body Address: 8000 Székesfehérvár, Hosszúsétatér 4-6. Phone: 06-22-510-310 Fax: 06-22-510-312 Email: fmkik@fmkik.hu

Győr-Moson-Sopron County Conciliation Body Address: 9021 Győr, Szent István út 10/a. Phone: 06-96-520-217 Fax: 06-96-520-218 Email: bekeltetotestulet@gymskik.hu

Hajdú-Bihar County Conciliation Body Address: 4025 Debrecen, Vörösmarty u. 13-15. Phone: 06-52-500-710 Fax: 06-52-500-720 Email: korosi.vanda@hbkik.hu

Heves County Conciliation Body Address: 3300 Eger, Faiskola út 15. Phone: 06-36-429-612 Fax: 06-36-323-615 Email: hkik@hkik.hu

Jász-Nagykun-Szolnok County Conciliation Body Address: 5000 Szolnok, Verseghy park 8. III. emelet 305-306. Phone: 06-56-510-621, 06-20-373-2570 Fax: 06-56-510-628 Email: bekeltetotestulet@jnszmkik.hu

Komárom-Esztergom County Conciliation Body Address: 2800 Tatabánya, Fő tér 36. Phone: 06-34-513-027 Fax: 06-34-316-259 Email: szilvi@kemkik.hu

Nógrád County Conciliation Body Address: 3100 Salgótarján, Alkotmány út 9/A. Phone: 06-32-520-860 Fax: 06-32-520-862 Email: nkik@nkik.hu

Pest County Conciliation Body Address: 1119 Budapest, Etele út 59-61. II. emelet 240. Mailing address: 1364 Budapest, Pf.: 81 Phone: 06-1-269-0703 Fax: 06-1-474-7921 Email: pmbekelteto@pmkik.hu

Somogy County Conciliation Body Address: 7400 Kaposvár, Anna u.6. Phone: 06-82-501-026 Fax: 06-82-501-046 Email: skik@skik.hu

Szabolcs-Szatmár-Bereg County Conciliation Body Address: 4400 Nyíregyháza, Széchenyi u. 2. Phone: 06-42-311-544 Fax: 06-42-311-750 Email: bekelteto@szabkam.hu

Tolna County Conciliation Body Address: 7100 Szekszárd, Arany J. u. 23-25. III. emelet Phone: 06-74-411-661 Fax: 06-74-411-456 Email: kamara@tmkik.hu

Vas County Conciliation Body Address: 9700 Szombathely, Honvéd tér 2. Phone: 06-94-312-356 Fax: 06-94-316-936 Email: vmkik@vmkik.hu

Veszprém County Conciliation Body Address: 8200 Veszprém, Radnóti tér 1. földszint 116. Phone: 06-88-429-008 Fax: 06-88-412-150 Email: bekelteto@veszpremikamara.hu

Zala County Conciliation Body Address: 8900 Zalaegerszeg, Petőfi u. 24. Phone: 06-92-550-513 Fax: 06-92-550-525 Email: zmbekelteto@zmkik.hu

Online Dispute Resolution Platform The European Commission has created a website where consumers can register and resolve their online purchase disputes by filling out an application, avoiding court proceedings. This allows consumers to enforce their rights without being hindered by distance.

If you wish to file a complaint regarding a product or service purchased online and do not want to go to court, you can use the online dispute resolution tool.

On the portal, you and the trader against whom you have filed a complaint can jointly select the dispute resolution body to handle the complaint.

The online dispute resolution platform is available here: https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=HU

13. Guest’s Illness or Death

  • If the Guest falls ill during their stay and is unable to act in their own best interest, the Service Provider shall offer medical assistance. The Guest assumes full responsibility and risk for accepting such assistance. The doctor providing medical care is not an employee, agent, or subcontractor of the hotel, and the hotel disclaims any liability for diagnoses, treatments, or their consequences.
  • In the event of the Guest’s illness or death, the Service Provider is entitled to claim reimbursement from the Guest’s relatives, heirs, or the bill payer for any medical and procedural costs incurred, the cost of services used before death, and any damages to equipment and furnishings caused by the illness or death.
  • If the authorities impose a home quarantine on the Guest, the Guest is required to pay the fees related to any extension of their booking.

14. Rights of the Contracting Party

  • Under the Contract, the Guest is entitled to use the booked room and the hotel’s facilities as intended, provided they are part of the standard service offering and not subject to special conditions.
  • The Guest has the right to file complaints regarding the services provided during their stay. The Service Provider is obliged to address complaints submitted in writing during this period.
  • The Guest’s right to lodge complaints expires upon departure from the accommodation.

15. Obligations of the Contracting Party

  • 14.1. The Contracting Party must pay for the ordered services within the time and manner specified in the Contract.
  • 14.2. The Guest must ensure that children under 14 years old, for whom they are responsible, remain under adult supervision while staying at the hotel.
  • 14.3. The Guest is not permitted to bring their own food or beverages into the hotel’s catering establishments.

16. Liability of the Contracting Party

  • The Guest is liable for all damages and losses suffered by the Service Provider or third parties due to the Guest, their companions, or individuals under their responsibility. This liability applies even if the injured party has the right to claim compensation directly from the Service Provider.

17. Rights of the Service Provider

  • If the Guest fails to pay for the services they used or reserved but did not use (if subject to a penalty fee), the Service Provider is entitled to a lien on the Guest’s personal belongings brought into the hotel as security for its claims.

18. Obligations of the Service Provider

  • The Service Provider must provide the contracted accommodation and other services in compliance with applicable regulations and service standards.
  • The Service Provider must investigate any written complaints made by the Guest and take the necessary measures to address the issue, documenting them in writing.

19. Liability of the Service Provider

  • The Service Provider is liable for any damage suffered by the Guest within the hotel’s premises due to the fault of the Service Provider or its employees.
  • The Service Provider is not liable for damages caused by unavoidable external circumstances beyond its control or damages caused by the Guest.
  • The Service Provider may designate restricted areas within the hotel, and it assumes no liability for any injuries or damages occurring in such areas.
  • The Guest must report any damage they suffer at the hotel immediately and provide all necessary information required for the investigation, police report, or legal proceedings.
  • The Service Provider is liable for damages resulting from the loss, destruction, or deterioration of the Guest’s belongings if they were placed in designated areas, the Guest’s room, or were handed over to an employee authorized to receive valuables.
  • The Service Provider is only liable for valuables, securities, or cash if they were expressly accepted for safekeeping or if the damage was caused by circumstances for which the Service Provider is generally liable. The Guest bears the burden of proof.
  • Compensation for damages is limited to fifty times the daily room rate specified in the Contract unless the actual damage is less.
  • The Service Provider assumes no liability for vehicles, items left inside vehicles, or live animals.
  • In individual cases, local laws shall apply.

20. Confidentiality

  • The Service Provider shall handle personal data in accordance with its Data Protection Policy.

21. Force Majeure

  • In the event of an unforeseeable event beyond a party’s control (e.g., war, fire, flood, adverse weather, power outages, epidemics, strikes), either party shall be relieved of its contractual obligations for as long as the force majeure event persists. Both parties agree to take all reasonable steps to minimize the impact of such events and to remedy any resulting damage or delay as soon as possible.

22. Governing Law and Jurisdiction

  • The legal relationship between the Service Provider and the Contracting Party shall be governed by the laws of the Republic of Hungary. Any disputes arising from the service contract shall be subject to the jurisdiction of the competent court at the location of the service.
  • In the event of discrepancies between the Hungarian version and any foreign language translation of this document, the Hungarian version shall prevail. Foreign language translations are for informational purposes only.

Last modified: April 1, 2025.

This document serves as the official terms and conditions governing the provision of services by the Silver Crown Hotel & Residence.