General Terms and Conditions

1) SERVICE PROVIDER’S DETAILS

Address: KOWAX KFT Hotel Magistern, 8600 Siófok, Beszédes stny. 72.
Mailing address: same as above
Location of service: KOWAX KFT Hotel Magistern, 8600 Siófok, Beszédes stny. 72
Telephone: 06-84-519-600
Fax: 06-84-519-601
E-mail: hmagistern@gmail.com
Internet: www.hotelmagistern.hu

2) METHOD AND CONDITIONS OF SERVICE UTILIZATION

a) ordering the Service:
The order must always be sent to the hotel in writing (fax, email, etc.). The order must contain the Guest’s name, address, the exact dates of arrival and departure, the room type, and the precise specification of the services (meals, programs, transport, etc.).

When ordering, the Guest must unequivocally inform the hotel of the category and type of room they wish to reserve.

Meals may be ordered at the same time as the accommodation reservation, or on-site. The hotel confirms all orders in writing (fax, email).

b) cancellation of the service:
The Guest undertakes the obligation to inform the relevant hotel in writing of any potential cancellation, modification, or any other change to the services they have ordered, prior to the start of the service.

For individual reservations, penalty-free cancellation is possible up to three days prior to arrival, unless an individual agreement with the guest stipulates otherwise.

If the Guest does not arrive or does not cancel their reservation by the appropriate deadline, the penalty fee is equal to the daily room rate.

In the case of group reservations, the cancellation terms will be fixed at the time of the individual business agreement.

For events (weddings, birthdays, family events, etc.), a deposit must be paid following the reservation, which will not be refunded in the event of cancellation.

c) arrival and departure at the hotel:
The hotel room can be occupied from 2:00 PM on the day of arrival and must be vacated by 10:00 AM on the day of departure.

d) The room key card must be presented in all cases to utilize the hotel services!

3) PAYMENT CONDITIONS

The consideration for the ordered services can be paid via bank transfer in advance, or on-site by cash, bank card, or SZÉP Card.

In the case of bank transfer—unless the contract concluded with the hotel or the reservation office stipulates otherwise—the Guest is obliged to credit the cost of the ordered services to the relevant hotel’s bank account before arrival.

During peak periods, a deposit payment is requested! In case of cancellation, we are unable to refund the deposit, but it can be freely used at a time of your choosing! The hotel manager will decide on the refunding of the deposit in justified cases, specifically what percentage of the deposit may be transferred back.

4) HOTEL MAGISTERN PRICES

The published prices always include the legally determined VAT valid at the time of printing, but do not include the tourism tax, which must be paid at the service location.

In accordance with Section 7 of Decree No. 7/2001 (III.29.) GM, prices are displayed at the service location in a manner compliant with the law. The Guest can also receive adequate information about the service fee at the hotel reception before the commencement of service provision.

KOWAX KFT Hotel Magistern reserves the right to change prices. The currently applied prices will be communicated by the hotel in the order confirmation. Information on the current price developments of the hotel is available on the Hotel Magistern website (www.hotelmagistern.hu).

5) SPECIAL SERVICES

a) child discounts:
The discounts are valid exclusively for children traveling with their parents and do not apply to student groups. For student groups, the child discount is subject to individual agreement!

b) half-board Service:
This service is provided from dinner on the day of arrival until breakfast on the day of departure. On the intermediate days, the Guest is free to choose between lunch and dinner. If the Guest reserves a one-night stay and arrives at the hotel after the opening hours of our restaurant—and has informed the hotel in advance—we will provide a cold package equivalent to the half-board meal. For group reservations, the times of the meals must be documented in the reservation and the confirmation.

Bringing food and beverages into the hotel is not permitted due to food safety and hygiene reasons!

c) programs:
The hotel provides information on program offers and their current prices upon booking accommodation, and during the Guest’s stay. Information about Hotel Magistern’s programs can be found at the hotel reception.

d) parking:
The hotel has a closed, unguarded car park, as well as a public car park in front of the hotel. Parking spaces are available in limited numbers. The rules of the Hungarian Highway Code (KRESZ) are applicable in the car park.

e) lost and found:

Our hotel accepts no responsibility for any items left behind; we will not search for them or mail them!

Items found by the hotel will be stored for 6 months and may be collected in person at a pre-arranged time!

6) COMPLAINTS HANDLING POLICY

6.1) Purpose of the complaints handling policy

The following policy has been established by Hotel Magistern in order to satisfy the complaints handling needs of its guests at a higher level and to ensure their effective management.

6.2) Basic principles of the policy

The principle of comprehensive investigation and response to complaints:
It is of utmost importance to the management of Hotel Magistern that its guests are always satisfied with the services provided by the hotel. For this reason, any potential complaints must be investigated in detail, as the investigation may reveal important information that can increase the level of guest satisfaction and uncover the full spectrum of guest needs. Following the complaint investigation, the hotel’s response to the guest will detail the results of the complaint investigation and the proposed resolution. The investigation of the complaint provides information to the hotel regarding further steps to be taken to avoid problems and measures to prevent similar events in the future.

6.3) Scope of the policy

Personal Scope
The scope of this policy extends to every employee working in the hotel, who are obliged to familiarize themselves with the provisions of this policy and are personally responsible for complying with them.

Subject Matter Scope
The scope of the policy covers the complaints handling activities related to the reporting of complaints. This policy does not extend to the handling of reports that do not qualify as complaints.

6.4) Detailed provisions

The complaint
A complaint is any objection raised against the services of Hotel Magistern where the complainant clearly and expressly requests the hotel’s action to resolve it. We ask our customers to report their objections primarily directly at our hotel or using the contact details listed below, and not to turn to another body or authority.

A request for information, opinion, or official statement does not constitute a complaint.

The complainant:
A complainant can be any person who qualifies as a consumer under Act CLV of 1997 on consumer protection, who has used a service of Hotel Magistern or who has visited its website, Facebook page, or viewed, read, or heard any of its advertisements with the intention of obtaining information

Method of reporting a complaint:

verbal complaint

in person at our hotel, address: 8600 Siófok, Beszédes József sétány 72.;
on our telephone number (from Hungary) by calling our main number: 06 84 519600;

written complaint

by mail in a letter sent to Hotel Magistern, 8600 Siófok, Beszédes József sétány 72.;
by electronic mail in an email message sent to the electronic address: info@hotelmagistern.hu;
by making a written complaint entry in the customer book at our hotel.

Complaint handling deadlines

The management of our hotel will provide a substantive response to written complaints within the legally prescribed period of 30 days at the latest. Letters sent to the above contact details are also treated as written complaints. In our hotel, written objections entered into the customer book or submitted in any other format by the complainant are also treated as complaints.

Verbal complaints will be resolved immediately, on the spot if possible. If this is not possible, a record (minutes) will be taken of the verbal complaint. The record will be finalized, if possible, with the complainant’s agreement, and a copy will be handed over to the complainant. If handover is not possible on the spot, the record will be sent to the contact details of the complainant known to us—at the latest simultaneously with the response to the verbal complaint, which is no later than the 30th day from the receipt of the complaint.

When taking the record, the following data will be registered:

the name and address of the guest (complainant);
the place, time, and method of submitting the complaint;
a detailed description of the complaint, as well as a list of any other papers, documents, and evidence presented by the complainant, if available;
the hotel’s statement regarding its position on the complaint, if immediate investigation of the complaint is possible;
the signature of the person taking the record and—with the exception of complaints communicated by telephone or other electronic means—the signature of the complainant;
the place and time of taking the record;
in the case of a complaint communicated by telephone or other electronic means, the complaint’s unique identification number.

Handling of the complaint

Hotel Magistern registers every complaint, paying special attention to the protection of personal data. The personal data requested serves solely the purpose of identification and cannot be used for any other data collection purpose.

The data of the client submitting the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the right to informational self-determination and the freedom of information.

The data that may be requested from the client during the complaints handling process:

name
address, mailing address, or electronic contact details
telephone number
method of notification
identification of the service affected by the complaint
description and reason for the complaint
the complainant’s request
copies of documents necessary for the investigation of the complaint
valid authorization (power of attorney) in the case of an authorized representative filing the complaint
a description of any other data or circumstances that may be necessary for the investigation of the complaint.

The personal data of the client listed above are required for the purpose of identification and efficient case management.

Registration of the complaint:

Hotel Magistern registers incoming complaints according to uniform principles. The register is designed so that the date of the response can be clearly determined from it. The register is suitable for understanding the facts that caused the complaint, identifying the problem, correcting the facts and events uncovered, and summarizing the lessons that can be drawn from them.

Investigation of the complaint:

The investigation of the complaint is free of charge. The investigation is carried out by taking all relevant circumstances into consideration. The language of the complaint procedure is Hungarian. Any hotel employee who was involved in the potentially objectionable events cannot participate in the decisions related to the complaint. In complaint cases concerning a quality objection, the form titled “Record of the Consumer’s Quality Objections” must be completed, regardless of whether the complaint is written or verbal. The content of this record is regulated by Government Decree 19/2014. (IV. 29.) NGM.

Communication of the decision on the complaint handling:

In addition to reports that can be remedied immediately on-site, the hotel shall communicate its substantive decision regarding the complaint to the complainant in writing, providing a precise, clear, and unambiguous justification. If the document communicating the substantive decision refers to a legal regulation, the essential provision of that legal regulation must also be presented alongside the reference to the specific section of the law.

Areas of responsibility for complaint handling administration:

Based on Hotel Magistern’s complaint handling processes, the following persons are authorized to deal substantively with complaint handling:

Enikő Mikola – Hotel Director
Réka Szőke – Front Office Manager

Further legal redress options for the customer

In the event that a complaint is rejected, or the mandated 30-day response deadline for investigating the complaint expires without resolution, the customer may turn to the following bodies or authorities:

If the complaints handling activity of Hotel Magistern was not to the complainant’s satisfaction, they may request the free procedure of the territorially competent Conciliation Boards. To initiate the procedure, the customer (who qualifies as a consumer) may start proceedings using the contact information of the Conciliation Board operating alongside the County Chamber of Commerce and Industry that is competent based on the consumer’s residence or the service provider’s place of activity. The list of county organizations is available, among other places, on the website www.bekeltetes.hu. Furthermore, the consumer has the option to turn to the court, for example, if the conciliation procedure did not yield a satisfactory result for them.

List of county organizations:

Bács-Kiskun County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 6000 Kecskemét, Árpád krt. 4.
Telephone: 06-76-501-500
Fax: 06-76-501-538
Mailing address: Bács-Kiskun County Chamber of Commerce and Industry 6001 Kecskemét Pf. 228.
E-mail: mariann.matyus@bkmkik.hu website: www.bacsbekeltetes.hu

Békés County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 5600 Békéscsaba, Penza ltp. 5.
Telephone: 06-66-324-976
Fax: 06-66-324-976

Borsod-Abaúj-Zemplén County Conciliation Board operating under the Chambers of Commerce
Address: 3525 Miskolc, Szentpáli u. 1.
Telephone: 06-46-501-091, 501-870
Fax: 06-46-501-099
E-mail: kalna.zsuzsa@bokik.hu

Budapest Conciliation Board operating under the Budapest Chamber of Commerce and Industry
Address: 1016 Budapest, Krisztina krt. 99.
Telephone: 06-1-488-2131
Fax: 06-1-488-2186
E-mail: bekelteto.testulet@bkik.hu

Csongrád County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 6721 Szeged, Párizsi krt. 8-12. Telefon: 06-62-554-250/118
Fax: 06-62-426-149
E-mail: bekelteto.testulet@csmkik.hu

Fejér County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 8000 Székesfehérvár, Hosszúsétatér 4-6.
Telephone: 06-22/510-310 or 06/22-510-323
Fax: 06-22-510-312
E-mail: fmkik@fmkik.hu or csilla.szaller@fmkik.hu

Győr-Moson-Sopron County Conciliation Board operating under the Chamber of Commerce and Industry
Address: 9021 Győr, Szent István út 10/a.
Telephone: 06-96-520-217
Fax: 06-96-520-218
E-mail: bekelteto@gymskik.hu

Hajdú-Bihar County Conciliation Board
Headquarters: 4025 Debrecen, Petőfi tér 10.
Place of administration: 4025 Debrecen Vörösmarty u. 13-15.
Telephone: 06-52-500-710, 06-52-500-745
Fax: 06-52-500-720
E-mail: bekelteto@hbkik.hu

Heves County Conciliation Board operating under the Chamber of Commerce and Industry
Address: 3300 Eger, Faiskola út 15.
Telephone: 06-36-429-612/122 Fax: 06-36-323-615
E-mail: eniko.kovacs@hkik.hu

Jász-Nagykun-Szolnok County Conciliation Board operating under the Chamber of Commerce and Industry
Address: 5000 Szolnok, Verseghy park. 8. III. floor, room 305-306.
Telephone: 06-20-373-2570
E-mail: bekeltetotestulet@jnszmkik.hu

Komárom-Esztergom County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 2800 Tatabánya, Fő tér 36.
Telephone: 06-34-513-027
Fax: 06-34-316-259
Email: kemkik@kemkik.hu

Nógrád County Conciliation Board
Address: 3100 Salgótarján, Alkotmány u. 9/A
Telephone: 06-32-520-860
Fax: 06-32-520-862
E-mail: nkik@nkik.hu

Baranya County Conciliation Board
Address: 7625 Pécs, Majorossy I. u. 36.
Telephone: +36-72-507-154
Fax: +36-72-507-152
E-mail: bekelteto@pbkik.hu

Pest County Conciliation Board
Address: 1119 Budapest, Etele út 59-61. II. floor 240.
Mailing address: 1364 Budapest, Pf.: 81
Telephone: 06-1-269-0703
Fax: 06-1-269-0703

Somogy County Conciliation Board operated by the Somogy Chamber of Commerce and Industry
Address: 7400 Kaposvár, Anna u. 6.
Telephone: 06-82-501-000 or 06-82-501-026
E-mail cím: skik@skik.hu
Website: www.skik.hu

Szabolcs-Szatmár-Bereg County Conciliation Board organized under the Chamber of Commerce and Industry
Address: 4400 Nyíregyháza, Széchenyi u. 2.
Telephone: 06-42-311-544
E-mail: bekelteto@szabkam.hu

Tolna County Conciliation Board
Address: 7100 Szekszárd, Arany J. u. 23-25.
Telephone: 06-74-411-661
E-mail: kamara@tmkik.hu

Vas County Conciliation Board operating under the Chamber of Commerce and Industry
Address: 9700 Szombathely, Honvéd tér 2.
Telephone: 06-94-312-356
E-mail: pergel.bea@vmkik.hu

Veszprém County Conciliation Board
Address: 8200 Veszprém, Radnóti tér 1. Pf.: 220
Telephone: 06-88-429-008, 08-88-814-111
E-mail: bekelteto@veszpremikamara.hu

Zala County Conciliation Board operating under the Chamber of Commerce and Industry
Address: 8900 Zalaegerszeg, Petőfi u. 24.
Telephone: 06-92-550-513
E-mail: zmbekelteto@zmkik.hu

If Hotel Magistern’s procedure during the complaint handling violated the rights of the consumer guaranteed by legal regulations (e.g., failed to provide an answer to a written or verbal complaint within the deadline or substantively, misled the consumer, or committed another legal violation related to consumer protection), the consumer may turn to the territorially competent body of the National Consumer Protection Authority (NFH). The regional bodies of the NFH are the Consumer Protection Inspectorates of the County Government Offices, which can be found in every county seat.

Registration of complaints:

Hotel Magistern stores written complaints in a manner that allows for clear identification and retrieval, for the following periods:

for entries made in the customer book, for 5 years
for electronic mail, the time, subject, and response date of the complaint submission, for 5 years
for postal letters, for 5 years

6.5) Concluding provisions

Entry into force:

The provisions of this Complaints Handling Policy must be applied starting from this date.

Siófok, 2020. january 10.

The Guest declares that they have understood and acknowledged the provisions contained in the General Terms and Conditions.