These General Terms and Conditions govern the conditions for the use of accommodation services and other related services provided in the spa hotels owned by Danubius Hotels Zrt. and operated under the Ensana brand.

Last updated: 1 October 2026

Danubius Szálloda és Gyógyüdülő Zártkörűen Működő Részvénytársaság

Abbreviated name: Danubius Hotels Zrt.

Company registration number: 01-10-041669

Tax number: 10594702-2-44

EU VAT number: HU10594702

Address: 1051 Budapest, Szent István tér 11, Hungary

2.1. These General Terms and Conditions regulate the terms and conditions of using the accommodation facilities of the Service Provider and the related services.

2.2. These General Terms and Conditions contain those terms and provisions governing the legal relationship between the Parties in respect of which the Parties have not agreed otherwise in an individual contract or other agreement. In the event of an individual agreement with different content between the Parties, the provisions of the individual agreement shall prevail, and the provisions of these General Terms and Conditions shall apply to matters not regulated by the individual agreement.

3.1. The services provided by the Service Provider are used by the Guest.

3.2. In the event that an order for services is placed directly with the Service Provider, the Guest is qualified as the Contracting Party. The Service Provider and the Guest jointly - if the terms and conditions are met - become Contracting Parties (hereinafter Parties).

3.3. In the event that an order for services is placed with the Service Provider by a third party commissioned by the Guest (hereinafter Agent) the terms and conditions of the co-operation shall be regulated by the contract concluded between the Service Provider and the Agent. In this case the Service Provider is not obliged to check whether the representation of the Guest by the third party is lawful.

4.1. The Guest may request an offer from the Service Provider either verbally or in writing.

a) During a verbal consultation, the Guest receives information about the currently available packages and prices, which the Guest may reserve during the conversation/telephone call. In the case of a verbal offer, the Service Provider does not provide an option period.

b) In response to a written request for an offer submitted by the Guest, the Service Provider sends an offer. The Service Provider shall always determine the option period depending on the available room capacity. If no specific order is received within the prescribed deadline, the Service Provider’s obligation to honour the offer shall cease.

In the case of an offer containing an obviously incorrect price (Section 6.7), no obligation to honour the offer shall arise.

4.2. The Contract is concluded by the written confirmation sent by the Service Provider and shall therefore qualify as a Contract concluded in writing. In the absence of written confirmation sent by the Service Provider, a verbally submitted reservation, agreement, modification or its verbal confirmation by the Service Provider shall not have contractual effect.

4.3. The Contract for the use of accommodation services is concluded for a definite period.

4.3.1. If the Guest finally vacates the room before the expiry of the definite period, the Service Provider shall be entitled to the consideration for the service in the percentage stipulated in the Contract, as follows:

In case of hotels in Hungary: 100%

The Service Provider shall be entitled to resell the room vacated before the expiry date.

4.3.2. Any extension of the use of the accommodation service initiated by the Guest shall require the prior consent of the Service Provider. In such case, the Service Provider may require payment of the fee for services already provided.

4.4. The Contract may only be modified and/or supplemented in writing.

5.1. Unless the hotel specifies otherwise in its offer, the accommodation service may be cancelled without penalty as follows:

In the case of hotels in Hungary: by 2:00 p.m. local time on the day of arrival

5.2. If the Contracting Party has not secured the use of the accommodation services by advance payment, credit card guarantee or any other method set out in the Contract, contrary to the reservation conditions, the Service Provider’s obligation to provide services shall exist as follows:

In the case of hotels in Hungary: the obligation ceases 48 hours after the reservation.

5.3. If the Contracting Party has reserved an accommodation service for which no advance payment, credit card guarantee or other security specified in the Contract is required, the Service Provider’s obligation to provide services shall exist as follows:

In the case of hotels in Hungary: until 4:00 p.m. local time on the day of arrival

5.4. If the Contracting Party has secured the use of the accommodation services by advance payment, credit card guarantee or any other method set out in the Contract, and fails to arrive on the day of arrival by local time as follows:

until 4pm local time on the day of arrival in the case of hotels in Hungary

and does not indicate in advance that they will arrive at a later time, the Service Provider shall enforce the penalty specified in the Contract, but at least one day’s accommodation fee, as a penalty.

5.5. After enforcing the penalty, if the Guest initiates a new reservation for the travel period of the original reservation, the Service Provider shall provide the price set out in the original confirmation for the new reservation, subject to availability.

In the case of advance payment, the advance payment made shall be credited against the total reservation fee, provided that if the amount of the advance payment does not cover the full fee for the stay, the advance payment shall be credited, in chronological order, against the full fee of each night starting from the first night of the stay under the original reservation.

5.6. If the Guest fulfilled the advance payment obligation by SZÉP card, the Guest shall not be entitled to a cash refund in the event of cancellation of the reservation; the settlement and any refund of the advance payment may take place in accordance with the laws applicable to SZÉP card payments and the relevant rules of the card issuer and the place of acceptance.

5.7. Cancellation deadlines for group reservations:

A reservation of at least 5 (five) rooms at the same time qualifies as a group reservation.

The ordered services may be cancelled free of charge within 24 hours after confirmation of the reservation. The cancellation fee shall be charged in the following amount and under the following conditions:

Number of days before arrival --> Accommodation / accommodation with breakfast / half board / other package offers

between 24 hours after confirmation of the reservation and 60 days before arrival --> 25% of the reserved services

59–30 days before arrival --> 50% of the reserved services

29–14 days before arrival --> 80% of the reserved services

13 days before arrival and in the event of no-show --> 100% of the reserved services

5.8. Cancellation of treatments:

Cancellations and rescheduling are accepted free of charge at least 24 hours prior to the scheduled treatment. For cancellations made 12 to 24 hours before the treatment, a fee of 50% of the treatment price will be charged. For cancellations made after this time, the full amount will be charged.

6.1. The Service Provider applies dynamic pricing based on demand. Regarding the Guest’s hotel stay, the terms and conditions made known to and accepted by the Guest at the time of booking, as well as the content recorded in the confirmation, shall prevail. For Guests without a prior reservation, or Guests wishing to extend the duration of their stay on site, the room rates applicable shall be the current rates published on ensanahotels.com less any individual discounts.

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

6.3. When communicating prices, the Service Provider shall indicate whether the price quoted includes taxes at the rate specified by the applicable Hungarian legal regulations (VAT, local tax) or not.

6.4. Current discounts, promotions and other offers are published on ensanahotels.com.

6.5. The indicated prices do not include insurance. The Service Provider recommends that the Guest arrange cancellation, accident and health insurance personally; the Service Provider assumes no liability for any damage arising from the failure to do so.

6.6. Discounts applicable to children may vary by hotel; the specific prices are available on the page of the relevant offer. In the case of booking products subject to special conditions, event bookings, or bookings of more than 5 rooms (group bookings), the Service Provider may determine different conditions or surcharges set out in an individual Contract.

6.7. Obviously incorrect prices: Despite all due care taken by the Service Provider, it may occur that prices displayed on the website or other online interfaces of the Service Provider are obviously incorrect and significantly differ from the usual market price (for example, due to a technical error, data processing error or exchange-rate handling error). In the event of confirmation at such an obviously incorrect price, the Service Provider shall not be obliged to fulfil the booking at the incorrect price, but shall be entitled to communicate the correct price, based on which the Guest may decide whether to maintain the booking. If the Guest does not accept performance at the correct price, the Service Provider shall be entitled to cancel the booking and notify the Guest without delay..

7.1. The Service Provider shall be entitled to receive payment for the services provided to the Contracting Party no later than after the use of the services and before departure from the hotel, but may allow subsequent payment under an individual agreement.

7.2. In order to guarantee the use of the service in accordance with the Contract and payment of the consideration, the Service Provider may:

a) request payment of an advance payment for part or all of the service fee,

b) request advance payment or, at the Guest’s choice, a credit card guarantee, in the course of which the value of the ordered and confirmed service is blocked on the credit card.

7.3. The Contracting Party may settle the invoice in the following currencies:

Hungary: The invoice shall in all cases be issued in Hungarian forints in accordance with Hungarian tax rules. The price of services determined in EUR may be converted at the daily exchange rate recorded by the Service Provider on the day of the Guest’s arrival. Cash is accepted only in the following currencies: HUF, EUR and USD. In addition to cash payment, the Service Provider accepts advance bank transfer, bank cards indicated by the Service Provider as accepted, SZÉP card and vouchers.

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

7.5. At the Guest’s request, the Service Provider issues the invoice electronically and sends it to the email address provided by the Guest.

7.6. If the room rates and other service fees determined by the Service Provider are determined or displayed in euro, the service fee shall be converted into HUF at the daily exchange rate recorded by the Service Provider on the day of the Guest’s arrival, and the charge shall in all cases be made in HUF. In the case of advance payment, the amount of the advance payment shall be determined on the basis of the exchange rate applicable on the day of payment of the advance payment.

As a result, an exchange-rate difference may arise between the price determined in EUR and the amount actually settled in HUF due to the applied exchange rate and changes therein. Such difference shall not qualify as a separate fee or surcharge charged by the Service Provider, but as a settlement difference arising from the exchange-rate change between EUR and HUF and the applied conversion rate.

7.7. The Guest shall provide the Service Provider with the invoicing data required for issuing the invoice, in particular the billing name and address and, if necessary, the tax number, no later than upon check-in. The invoice shall be issued on the basis of the data provided by the Guest. After check-out, invoicing data may not be modified.

8.1. The Service Provider is obliged to record all personal data of the Guest, as specified by the applicable law and detailed in the privacy notice, through the document reader in its accommodation management software, and then forward them to the Closed Guest Information Database (VIZA).

Guests over the age of 14 shall present upon arrival a physical identity card, driving licence or travel document suitable for identification (not an identity document displayed in DÁP or any other electronic system) for the recording of the data. In the absence of presentation of the document, the Service Provider shall refuse to provide the accommodation service.

In the case of Guests under the age of 14, the Service Provider may also record the data on the basis of the declaration of their representative (e.g. parent or guardian).

8.2. The Guest may occupy the hotel room at the time indicated by the hotel on the day of arrival (check-in) and shall vacate it by the published time on the day of departure (check-out). This time varies by hotel and is available on the hotel’s page.

8.3. If the Guest wishes to occupy the room on the day of arrival:

before 6:00 a.m. in the case of hotels in Hungary

on the day of arrival, he/she will also be charged for the previous night.

9.1. Pets (cats and dogs) may generally be brought into the accommodation facilities of the Service Provider and may be kept in the hotel room under the supervision of the Guest. They may use the common areas for accessing the rooms; however, other areas (restaurant, swimming pool, etc.) may not be visited with pets. Certain hotels may deviate from the above and may not accept pets at all.

9.2. The Guest shall be fully liable for all damage caused by their pet.

9.3. Assistance dogs may stay in all of our hotels free of charge.

9.4. A separate fee is charged for pets in our hotels.

10.1. The Service Provider shall be entitled to terminate the Contract for accommodation services at any time with immediate effect, thereby cancelling the booking and/or refusing to provide the services, if:

a) the Guest shows abusive, improper, offensive or hostile conduct towards the Service Provider, any of its hotels, the Service Provider’s employees, guests or any other third party acting within the Service Provider’s sphere of interest, or other circumstances make further cooperation with the Guest impossible;

b) the Guest does not use the room made available or the facility for its intended purpose;

c) the Guest fails to comply with the accommodation facility’s safety regulations, house rules or the provisions of the Code of Ethics, behaves objectionably or rudely towards its employees, is under the influence of alcohol or drugs, or shows threatening, offensive or other unacceptable behaviour;

d) the Guest suffers from an infectious disease, or fails to comply with the laws or protective measures introduced by the Service Provider in an epidemic situation;

e) the Contracting Party fails to fulfil its advance payment or credit card guarantee obligation specified in the Contract by the specified deadline.

10.2. If the Contract between the parties cannot be performed due to force majeure, the Contract shall terminate.

11.1. If the Service Provider is unable, due to its own fault (e.g. overbooking, temporary operational problems, etc.), to provide the services specified in the Contract, it shall arrange accommodation for the Guest without delay.

11.2. The Service Provider shall be obliged to:

a) provide/offer the services specified in the Contract, at the confirmed price and for the period stipulated therein, or until the impediment ceases, at another accommodation facility of the same or higher category. All additional costs of providing the substitute accommodation shall be borne by the Service Provider;

b) provide transfer for the Guest to move to the offered substitute accommodation and, if applicable, to move back later.

11.3. If the Service Provider fully complies with these obligations and the Guest has accepted the offered substitute accommodation, the Guest may not assert any subsequent compensation claim.

11.4. In the event of an epidemic situation or other state of danger, the Service Provider shall be entitled to operate its hotels flexibly, adapting to demand and to the operational conditions arising from the given situation. The Service Provider shall be entitled to order a shutdown in certain hotels and, taking into account the continuous change of circumstances, reserves the right to reopen its hotels or again suspend the operation of already opened hotels or order a shutdown therein. The Service Provider undertakes to proceed in accordance with Section 11.2 in respect of every booking confirmed by it if the services specified in the Contract cannot be provided due to a shutdown under this Section.

In every case where the Service Provider is unable to fulfil a booking received by and confirmed for the given hotel at that hotel, the Service Provider shall make every effort to inform the Guest thereof as soon as possible using the contact details provided by the Guest. The Guest shall not be obliged to accept another hotel offered by the Service Provider and may withdraw from the booking without any further legal consequences.

The guest is not obliged to accept another hotel offered by the Service Provider and may cancel the reservation without any further legal consequences.

The hotel services are subject to government measures in force allowing the provision of hotel services.

12.1. In the event that during the time of using the accommodation-service the Guest is taken ill and is not able to care for himself/herself on his/her own, the Service Provider is to offer medical help.

12.2. If the Guest falls ill or dies, the Service Provider will require a cost compensation from the dependant, heir or person settling his/her accounts, for the possible medical costs, the value of services used prior to the death and the incidental damages done to the equipment and furniture in the hotel related to the disease/death.

12.3. If the authority orders a house quarantine for the guest, it is obliged to pay the Service Provider a service fee related to the possible extension of the reservation.

13.1. Pursuant to the Contract, the Guest is entitled to the proper use of the ordered room and of those facilities of the accommodation site that belong to the usual scope of services and are not subject to special conditions.

13.2. The Guest may make a complaint regarding the performance of the services provided by the Service Provider during the stay at the accommodation site. The Service Provider undertakes to handle complaints submitted to it in writing with confirmation of receipt during this period, or recorded by it in minutes.

13.3. Due to the lack of subsequent provability, the Service Provider primarily handles quality complaints relating to the services provided by it on site, typically by remedying the defect.

The Guest shall not be entitled to compensation if any ancillary service not affecting the basic use of the accommodation or restaurant service — including, in particular but not exclusively, wellness, sauna, fitness or other leisure services — is temporarily suspended for technical, safety, health or operational reasons, provided that the Service Provider is able to provide the main services ordered. This does not affect cases where the ancillary service concerned forms an essential element of the package ordered and confirmed by the Guest.

14.1. The Contracting Party shall pay the consideration for the services ordered in the Contract and any prescribed advance payment by the deadline and in the manner specified in the Contract. If the Contracting Party fails to pay the prescribed advance payment by the specified deadline, the Service Provider shall be entitled to cancel the booking.

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

14.3. The Guest may not bring their own food or drinks into the catering units of the hotel.

The Guest shall be fully liable for all damage caused to the Service Provider or to any third party by the Guest, their companion or any other person within their sphere of responsibility. The Guest’s liability shall also apply if the injured party claims or is entitled to claim compensation for its damage directly from the Service Provider.

In Hungary: In the event that the Guest fails to meet his/her fee payment obligation related to the used services, or contractually ordered but not used services that carry a penalty, the Service Provider - to ensure the claim is met - has a right of pledge on the personal belongings the Guest has brought to the hotel.

The Service Provider shall:

a) provide the accommodation and other services ordered under the Contract in accordance with the applicable regulations and service standards;

b) examine the Guest’s complaint taking into account Section 13.3, take measures reasonably expected in the given situation to remedy the complaint, and record the complaint, its investigation and the measures taken in writing.

18.1. The Service Provider shall be liable for all damage suffered by the Guest that occurs within its facilities in causal connection with the culpable conduct of the Service Provider or its employees.

18.1.1. The Service Provider’s liability shall not extend to damage events caused by an unavoidable cause beyond the control of the Service Provider’s employees and guests, or caused by the Guest personally.

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

18.1.3. The Guest shall immediately report any damage suffered to the hotel and provide the hotel with all necessary information required to clarify the circumstances of the damage event and, if applicable, to prepare a police report or conduct police proceedings.

18.2. The Service Provider shall also be liable for damage suffered by the hotel Guest as a result of the loss, destruction or damage of the Guest’s property, provided that the Guest placed the property in a place designated by the Service Provider or generally intended for this purpose, in the Guest’s room, or handed it over to an employee of the Service Provider whom the Guest could reasonably consider authorised to receive the property.

18.2.1. The Service Provider shall be liable for valuables, securities and cash only if they were expressly accepted for safekeeping, or if the damage occurred due to a cause for which the Service Provider is liable under the general rules.

18.2.3. In the cases set out in Sections 18.2.1 and 18.2.2, the burden of proof shall lie with the Guest.

18.3. The amount of compensation:

In Hungary: fifty times the amount of the daily room rate under the Contract, unless the damage is less than that amount.

18.4. In the case of restaurants, cafés, baths, wellness areas, event venues and cloakrooms operated by the Service Provider, the rules of hotel liability shall apply to the Service Provider’s liability with the deviation that the Service Provider’s liability extends to property that guests usually take with them when using the given service. If the Service Provider designates or provides a suitable place for safekeeping of property, the Service Provider shall be liable for damage to assets placed there.

18.5. The Service Provider assumes no liability for assets, cash or valuables left unattended in the premises referred to in Section 18.4, or in other hotel premises open to the public, or in rooms.

18.6. The Service Provider assumes no liability for vehicles.

The Service Provider shall proceed as specified in the Privacy Notice.

In the event of any reason or circumstance beyond the control of the affected party that hinders or makes impossible the performance of its obligations arising from the Contract — including in particular war, fire, flood, extreme weather event, power outage or other public utility service outage, epidemic, state of danger or authority measure — the affected party shall be released from the performance of its obligations arising from the Contract for as long as the impediment exists. The Parties undertake to make every effort to prevent, mitigate and remedy as soon as possible the damage and delays resulting from the occurrence of the force majeure event.

If the force majeure event only partially or temporarily hinders the performance of the Contract, it shall not automatically result in cancellation of the entire booking or termination of the Contract as a whole. In such case, the Parties shall cooperate in accordance with the circumstances and modify the booking and the performance of the services in proportion to the extent of the impediment. In particular, if a circumstance affecting the Guest’s travel — for example, cancellation or delay of a flight — prevents only the use of part of the stay, this alone shall not justify cancellation of the entire booking without legal consequences.

The legal relationship between the Service Provider and the Contracting Party shall be governed by the local law (Hungarian law). In any legal dispute arising from the service contract, the court is authorised at the location where the services are provided and declared to have competence to handle the issue. Jurisdiction is in the place where the service was rendered.