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General terms and conditions of business

1. Service Provider Details

Company: Brownhouse Management Kft.
Registered office: H-1146 Budapest, Cházár András utca 4.
Tax number: 14227064-2-42
Company registration number: 01-09-894558

2. General Provisions

2.1. These “General Business Terms and Conditions” govern the use of the accommodation facilities and related services provided by the Service Provider.

2.2. Special or individual conditions do not form part of these published General Business Terms and Conditions; however, they do not exclude the conclusion of separate agreements with travel agents, organisers or other partners, with different conditions depending on the type of business.

3. Contracting Party

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

3.2. If the Guest places the order for the services directly with the Service Provider, the Guest shall be considered the Contracting Party. Subject to the fulfilment of the relevant conditions, the Service Provider and the Guest jointly become contracting parties, hereinafter referred to as the “Parties”.

3.3. If the order for the services is placed with the Service Provider by a third party acting on behalf of the Guest, hereinafter referred to as the “Intermediary”, the terms of cooperation shall be governed by the agreement concluded between the Service Provider and the Intermediary. In such case, the Service Provider is not obliged to verify whether the third party lawfully represents the Guest.

4. Conclusion of the Contract, Method of Reservation, Modification and Notification Obligation

4.1. The Service Provider shall send an offer in response to the Guest’s written request for quotation. If no specific order is received within 48 hours from the date of sending the offer, the Service Provider’s obligation to maintain the offer shall cease. If different conditions are specified in the offer, those conditions shall apply.

4.2. The Contract is concluded upon the written confirmation sent by the Service Provider regarding the reservation submitted in writing by the Guest, whether by post, fax or electronic mail. It shall therefore qualify as a written contract. A reservation, agreement or modification made verbally, or a verbal confirmation thereof by the Service Provider, shall not have contractual effect.

4.3. The Contract for the provision of accommodation services is concluded for a fixed period.

  • 4.3.1. If the Guest permanently leaves the room before the expiry of the fixed period, the Service Provider shall be entitled to the full consideration for the service stipulated in the Contract. The Service Provider is entitled to resell the room vacated before the expiry date.
  • 4.3.2. Any extension of the accommodation service initiated by the Guest requires the prior consent of the Service Provider. In such case, the Service Provider may require payment for services already rendered.

4.4. Any amendment or supplement to the Contract requires a written agreement signed by the Parties.

5. Cancellation Policy

5.1. Unless otherwise specified in the accommodation offer, the accommodation service may be cancelled without penalty until 18:00 local time one day prior to arrival.

  • a) If the Contracting Party has not guaranteed the use of the accommodation services by advance payment, credit card guarantee or any other method specified in the Contract, the Service Provider’s obligation to provide the service shall cease after 18:00 local time on the day of arrival.
  • b) If the Contracting Party has guaranteed the use of the accommodation services by advance payment, credit card guarantee or any other method specified in the Contract, and fails to arrive by 00:00 local time on the day of arrival or does not notify the Service Provider in advance of a later arrival, the Service Provider shall charge a penalty in the amount specified in the Contract, but at least the accommodation fee for one night. In such case, the accommodation shall be held for the Contracting Party until 10:00 on the day following the scheduled arrival date, after which the Service Provider’s obligation to provide the service shall cease.

5.2. In the case of reservations for products subject to special conditions, group travel or events, the Service Provider may establish individual terms set out in a separate Contract, which may differ from the above.

6. Prices

6.1. The accommodation facility’s room rates (Rack Rate) are available in the rooms and at the hotel reception. Price lists for other services are available at the relevant hotel departments, such as the restaurant or bar.

6.2. The Service Provider may freely change the published prices until the reservation is confirmed or, in the absence of such confirmation, until the accommodation is occupied.

6.3. When communicating prices, the Service Provider shall indicate the tax content of the prices, including VAT and local tourist tax, applicable at the time of the offer and regulated by law or local regulation. The Service Provider shall pass on to the Contracting Party any additional charges resulting from changes in applicable tax legislation, including VAT and local tourist tax.

6.4. Current discounts, promotions and other offers are published on the accommodation facility’s website: www.lions-garden.com.

7. Family Discounts

7.1. Accommodation is free of charge for children up to the age of 6, provided that they stay in the same double room as their parents. Family rooms are available for families travelling with older children or with more than two children.

7.2. Children aged between 6 and 12 receive a 50% discount.

8. Payment Method and Guarantee

8.1. The Service Provider requires payment for the services provided to the Contracting Party upon arrival, but may allow deferred payment under an individual agreement.

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

  • a) request a credit card guarantee upon arrival, in which case the value of the ordered and confirmed services shall be pre-authorised on the credit card;
  • b) request payment of an advance for part or all of the participation fee.

8.3. The Contracting Party may settle the invoice in HUF and/or:

  • a) in any currency announced as accepted by the Service Provider. Conversion and invoicing shall be carried out at the foreign currency buying rate of the Service Provider’s account-holding bank valid on the Guest’s arrival date;
  • b) by cashless payment methods accepted by the Service Provider, including credit cards and, under separate agreement, coupons, vouchers, etc.

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

9. Method and Conditions of Using the Service

9.1. The Guest may occupy the hotel room from 15:00 on the day of arrival (check-in) and must vacate it by 11:00 on the day of departure in the case of individual guests, and by 10:00 in the case of groups of more than 10 persons (check-out).

10. Pets

10.1. Pets may be brought into the Service Provider’s accommodation facilities, up to a maximum of 2 pets. Pets may be kept in the hotel room under the supervision of the Guest and may use the common areas only for the purpose of accessing the rooms. They may not enter other areas, including the restaurant, bar, wellness area, etc.

10.2. The Guest is fully liable for any damage caused by the pet.

10.3. The Service Provider charges a fee for accommodating pets in the room, subject to separate agreement.

11. Refusal to Perform the Contract and Termination of the Service Obligation

11.1. The Service Provider is entitled to terminate the accommodation service Contract with immediate effect and refuse to provide the services if:

  • a) the Guest uses the room or facility provided in an improper manner;
  • b) the Guest behaves in an objectionable or rude manner, is under the influence of alcohol or drugs, or displays unacceptable behaviour;
  • c) the Guest fails to comply with the house rules;
  • d) the Guest suffers from an infectious disease;
  • e) the Contracting Party fails to fulfil the advance payment obligation by the deadline;
  • f) the Guest does not provide personal identification for registration upon arrival.

11.2. If the Contract cannot be performed due to force majeure, the Contract shall terminate.

12. Accommodation Guarantee

12.1. If the Service Provider cannot provide the services due to its own fault (e.g. overbooking, operational issues), it shall immediately arrange alternative accommodation.

12.2. The Service Provider shall:

  • a) provide equivalent or higher category accommodation at the same price and conditions, covering all additional costs;
  • b) provide one free telephone call for notification;
  • c) provide free transfer to the alternative accommodation and return if necessary.

12.3. If the Guest accepts the alternative accommodation, no further compensation claim may be made.

13. Illness or Death of the Guest

13.1. The Service Provider shall assist in arranging medical care if the Guest becomes ill.

13.2. In case of illness or death, the Service Provider may claim cost compensation from relatives or payer, including medical costs, service costs, damages and cleaning costs.

14. Rights of the Contracting Party

14.1. The Guest is entitled to use the ordered room and standard facilities.

14.2. The Guest may lodge complaints during their stay, which the Service Provider must handle in writing.

14.3. The right to complain expires after departure.

15. Obligations of the Contracting Party

15.1. Payment must be made on time.

15.2. Children under 18 must be supervised.

15.3. No outside food or drink allowed.

15.4. Smoking is strictly prohibited. Penalty: EUR 400.

16. Liability of the Contracting Party for Damages

The Guest is liable for all damages caused by themselves or persons under their responsibility.

17. Rights of the Service Provider

The Service Provider has a lien on guest belongings in case of non-payment.

18. Obligations of the Service Provider

  • a) Provide services according to standards
  • b) Investigate written complaints

19. Liability of the Service Provider for Damages

19.1. The Service Provider is liable for damages caused by its fault.

19.1.1. No liability for force majeure or guest-caused damages.

19.1.2. Restricted areas excluded from liability.

19.1.3. Guest must report damages immediately.

19.2. Liability applies to stored or handed-over belongings.

19.2.1. Limited liability for valuables unless stored properly.

19.3. Maximum compensation is 50 times the daily room rate.

20. Confidentiality

The Service Provider complies with applicable data protection laws.

21. Force Majeure

Both parties are released from obligations during force majeure events.

22. Governing Law and Court

Hungarian law applies. Competent court is the service location court.

23. Website

23.1. References and Links
The Service Provider has no control over third-party content linked on its website.

23.2. Copyright
All content is protected by copyright and may not be reused without permission.

23.3. Cookies
Cookies are used to improve user experience and browsing.

23.4. Analytics
Analytics tools are used to improve website performance without collecting personal data.

I. Scope

  1. The following terms and conditions apply to any rental of hotel rooms for accommodation, as well as all other services and deliveries provided to the customer.
  2. Subletting or further letting of the provided rooms for purposes other than accommodation requires the prior written consent of the hotel.
  3. The customer's terms and conditions only apply if this has been expressly agreed in writing beforehand.

II. Conclusion of contract, contracting parties, contractual limitation of liability and statute of limitations

  1. The contract is concluded upon acceptance of the customer's application by the hotel. The hotel is free to confirm the room booking in writing.
  2. The contracting parties are the booked hotel, hereinafter referred to as "the Hotel", and the customer. If a third party has made the booking for the customer, that third party is jointly and severally liable to the Hotel together with the customer for all obligations arising from the hotel accommodation contract.
  3. The hotel is liable for its obligations under the contract. This liability is limited to defects in performance that, except in areas typical of the service, are attributable to intent or gross negligence on the part of the hotel.
  4. All claims against the hotel generally expire after six months.
  5. The foregoing limitation of liability and short limitation period also apply in favor of the hotel in the event of breach of obligations during contract negotiations and positive breach of contract.

III. Payment for reservations via the MUZE Hotels website

  1. All online credit card transactions are subject to an authentication process by the credit card company, namely “3DSecure” for Visa / Mastercard or “Safekey” for American Express, regardless of whether the reservation relates to a prepaid or non-prepaid rate.
  2. Online credit card transactions for prepaid reservations: If the customer wishes to pay a prepaid rate with a credit card, valid credit card details must be entered at the end of the reservation process. The payment process is carried out by the customer's credit card company after successful completion of the authentication process. The credit card is charged directly for the full reservation amount, and a "credit card token" is generated. The credit card token is an encoded representation of the credit card type and number. The credit card token is stored for a specified period to cover any outstanding payments the customer may have before or during their stay at the hotel. The hotel reserves the right to charge the credit card token at any time during the storage period for such outstanding payments, including any cancellation or late cancellation fees. When the credit card token is charged, the customer's credit card company initiates a payment transaction, and the customer's credit card is debited.
  3. Online credit card transactions for non-prepaid reservations: For non-prepaid reservations, you may be required to provide valid credit card details at the end of the reservation process as security for the hotel to cover charges not paid on-site. Upon successful authentication, a credit card token will be generated.
    This credit card token will be held for a specified period to cover any outstanding payments from the customer that are not settled before or during their stay at the hotel. The hotel reserves the right to charge the credit card token at any time during this holding period for such outstanding payments, including any cancellation or late cancellation fees, but not before the date of the reserved accommodation. When the credit card token is charged, the customer's credit card company will process the payment, and the customer's credit card will be debited.
  4. PayPal: If the customer selects PayPal as the payment method, an active PayPal account is required. During the booking process, which is hosted by PayPal, the customer is redirected to an iFrame (PayPal login window). The customer is prompted to authenticate themselves with their login credentials and authorize the payment. The customer is then redirected back to the booking website, where the booking process is completed. The payment is processed directly by PayPal at the end of the booking process, and the customer's PayPal account is debited.
  5. Instant Bank Transfer / Pay Now: If the customer selects the instant bank transfer / pay now payment method, they will be redirected to an iFrame window hosted by Sofort during the reservation process. The customer will be prompted to enter their bank payment details, authenticate themselves using their familiar bank verification procedure, and authorize the payment. The customer will then be redirected back to the reservation website, where the reservation process is completed. The payment is processed directly by Sofort at the end of the reservation process, and the customer's account will be debited.
  6. The hotel reserves the right not to offer certain payment methods or to refer guests to other options. Available payment methods will be displayed during the booking process.

IV. Services, Prices, Payment, Offsetting

  1. The hotel is obliged to keep the rooms booked by the customer available and to provide the agreed services.
  2. The customer is obligated to pay the hotel's applicable or agreed-upon prices for the room rental and any additional services used. This also applies to services and expenses incurred by the hotel on behalf of the customer and paid to third parties.
  3. The agreed prices include the applicable statutory value-added tax (VAT). Any increases in VAT will be borne by the customer. If the period between the conclusion of the contract and its fulfillment exceeds four months and the price generally charged by the hotel for such services increases, the hotel may raise the contractually agreed price appropriately, but by no more than 10%.
  4. The hotel may also change the prices if the customer subsequently requests changes to the number of rooms booked, the hotel's services, or the length of stay, and the hotel agrees.
  5. Hotel invoices without a due date are payable within 10 days of receipt without deduction. The hotel is entitled to demand immediate payment of any outstanding amounts at any time. In case of late payment, the hotel is entitled to charge default interest at a rate of currently 5% above the base interest rate of the European Central Bank. The hotel and/or the customer reserve the right to claim higher or lower damages.
  6. The hotel is entitled to demand a reasonable advance payment or security deposit upon conclusion of the contract or thereafter, taking into account the legal provisions for package tours. The amount of the advance payment and the payment dates can be agreed upon in writing in the contract.
  7. The customer can only offset or reduce a claim by the hotel with an undisputed or legally valid claim.

V. Customer's withdrawal (cancellation, cancellation)

  1. Cancellation of a contract by the customer with the hotel requires the hotel's written consent. If such consent is not given, the agreed price under the contract is payable even if the customer does not make use of the contractual services. This does not apply in cases of default by the hotel or if the hotel is responsible for the impossibility of providing the services.
  2. If a deadline for free cancellation of the contract has been agreed upon in writing between the hotel and the customer, the customer may cancel the contract up to that deadline without incurring any payment or damage claims from the hotel. The customer's right of cancellation expires if they do not exercise their right to cancel in writing to the hotel by the agreed deadline, unless the hotel is in default of performance or performance is impossible due to circumstances for which the hotel is responsible.
  3. In the event of cancellation by the customer without prior notice and without agreement with the hotel, the full reservation fee is payable.
  4. The hotel is entitled to calculate the damages it incurs, which are to be reimbursed by the customer, as a lump sum. The customer is then obligated to pay 90% of the contractually agreed price for accommodation with or without breakfast, 70% for half-board arrangements, and 60% for full-board arrangements. The customer is free to prove that the aforementioned claim did not arise or did not arise in the amount claimed.

VI. Hotel's Cancellation

  1. If a free right of withdrawal for the customer has been agreed in writing within a certain period, the hotel is entitled to withdraw from the contract within this period if inquiries from other customers for the contractually booked rooms are received and the customer does not waive his right of withdrawal upon inquiry from the hotel.
  2. If an agreed advance payment is not made even after the expiry of a reasonable grace period set by the hotel with a threat of refusal, the hotel is also entitled to withdraw from the contract.
  3. Furthermore, the hotel is entitled to terminate the contract without notice for objectively justified reasons, for example, if: force majeure or other circumstances beyond the hotel's control make performance of the contract impossible; rooms are booked under misleading or false pretenses regarding essential facts, e.g., concerning the identity of the customer or the purpose of the stay; the hotel has reasonable grounds to believe that the use of the hotel services may jeopardize the smooth operation of the business, the safety or the public image of the hotel, without this being attributable to the hotel's sphere of control or organization; there is a breach of clause I no. 2 above.
  4. The hotel must inform the customer immediately of the exercise of the right of withdrawal.
  5. In the event of a justified cancellation by the hotel, the customer is not entitled to compensation.

VII. Room preparation, handover and return

  1. The customer does not acquire any right to the provision of specific rooms.
  2. Booked rooms are available to the customer from 3:00 PM on the agreed arrival day. The customer has no right to earlier access.
  3. On the agreed departure day, rooms must be vacated and made available to the hotel by 11:00 a.m. at the latest. If the room is not vacated by this time, the hotel may charge 50% of the full room rate (list price) for its use until 6:00 p.m., and 100% thereafter. The customer is free to prove that the hotel incurred no loss or a significantly lower loss of revenue.

VIII. Hotel Liability

  1. The hotel is liable for its contractual obligations with the due diligence of a prudent businessperson. This liability applies to non-performance-related areas, but is limited to defects in performance, damages, consequential damages, or disruptions caused by intent or gross negligence. Should disruptions or defects occur in the hotel's services, the hotel will endeavor to remedy the situation upon becoming aware of it or upon receiving immediate notification from the customer. The customer is obligated to contribute what is reasonable to resolve the disruption and minimize any potential damage.
  2. The hotel is liable to the customer for items brought onto the premises in accordance with statutory regulations, up to one hundred times the room rate, but not exceeding €3,000.00, and for cash, securities, and valuables up to €750.00. Cash, securities, and valuables can be stored in the room or hotel safe up to a maximum value of €25,000.00. The hotel recommends making use of this option. Liability claims expire if the customer does not immediately notify the hotel upon becoming aware of any loss, destruction, or damage (§ 703 BGB).
  3. The hotel's unlimited liability is subject to the statutory provisions.
  4. If a parking space in the hotel garage or on a hotel parking lot is provided to the customer, even for a fee, this does not constitute a safekeeping agreement. The hotel operator is liable for gross negligence and intent in accordance with statutory provisions. The operator is not liable for motor vehicles parked and/or moved on the hotel premises, nor for their contents, if the underlying breach of duty was caused by negligence, but is not a fundamental contractual obligation. A fundamental contractual obligation is an obligation whose fulfillment is essential for the proper performance of the contract and on whose compliance the contractual partner may regularly rely. Liability for damages resulting from injury to life, body, or health is not limited by the preceding paragraph. This also applies to the hotel's agents.
  5. Wake-up calls are carried out by the hotel with the utmost care. Claims for damages are excluded, except in cases of gross negligence or intent.

IX. Data Protection

The Muze Hotel Group respects the confidentiality of its customers' personal information. We will not, under any circumstances, share your personal information with third parties without your consent, except when we transfer your name, email address, and credit card information to the hotel of your choice, or when legal regulations require the transfer of this data. However, we reserve the right to share your personal information with our partner companies (both within and outside the European Union), including our employees and the employees of our partner companies, as well as our trusted agents and representatives who, with our consent, have access to this information and need to know or have access to this information in order to provide our services to you. Please also refer to our Privacy Policy and Cookie Policy for further information.

X. Correspondence

By completing your booking, you accept receiving
  1. an email that we will send you shortly after you complete your booking with information about your reservation
  2. as well as an email that we may send you directly after your stay at the hotel, in which you will be asked to
  3. Please fill out the guest review form. Aside from emails confirming your booking, changes, or cancellations, as well as any communication from the hotel regarding your booking, guest review invitations, and emails you have expressly requested, we will not send you any further messages, emails, or letters unless you explicitly consent otherwise.

XI. Final Provisions

  1. Any changes or additions to the contract, the acceptance of the application, or these terms and conditions for hotel accommodation must be made in writing. Unilateral changes or additions by the customer are invalid.
  2. The place of performance and payment is the hotel's registered office.
  3. The exclusive place of jurisdiction – also for disputes concerning checks and bills of exchange – is, in commercial transactions, the location of the hotel.
  4. German law applies.
  5. Should any provision of these General Terms and Conditions for Hotel Accommodation be or become invalid or unenforceable, the validity of the remaining provisions shall not be affected. An invalid clause shall automatically be replaced by a clause that most closely reflects the economic interests of the parties. Otherwise, the statutory provisions shall apply.
  6. Separate terms and conditions apply for the organization of conferences, banquets and other events.
  7. Children up to and including the age of 3 are considered infants/babies. For children up to and including the age of 12, the price is determined by the individual hotel's children's pricing policy.