General Terms and Conditions

1. Service Provider’s Details

Company name: 1000 Hotels Kft.
Registered office: 1067 Budapest, Csengery utca 31
Tax number: 24118015-2-42
Company registration number: 01 09 991285
E-mail: connect@uphotelbudapest.com
Telephone: +36 1 550 5300

2. Method of Using the Services

Our hotel services can be used in the following ways:

2.1. By E-mail or Telephone

Reservations may be requested via e-mail at connect@uphotelbudapest.com or by phone at +36 1 550 5300.
After receiving the inquiry, the hotel will send an official offer to the customer via e-mail within 24 hours. The offer remains valid for 1 day, subject to availability, as the proposed room is not held. Once the customer accepts the hotel’s offer, the service provider will send a booking confirmation with a booking number and relevant details.

2.2. Online Booking

Customers can book or cancel services online through the booking engine available at www.uphotelbudapest.com.

2.3. Maximum Number of Individually Bookable Rooms

A maximum of 9 rooms or 15 persons can be booked individually. For bookings exceeding this number, the conditions for group reservations shall apply.

3. Terms of Cancellation and Penalty Charges

3.1. General Cancellation Policy

Unless otherwise specified in the hotel’s offer, accommodation may be cancelled free of charge up to 24 hours before arrival.

3.2. During Peak Periods

During peak periods, the service provider may set different cancellation terms, which must be specified in the booking confirmation.

3.3. Non-refundable Bookings

If the customer accepts the non-refundable condition at the time of booking, it is acknowledged that the booking cannot be modified or cancelled.
Exceptions apply in cases of force majeure, in which the prepaid service may be used at another time. In such cases, the service provider will issue a voucher for the value of the prepaid service. If the new booking’s price is higher, the customer must pay the difference.

3.4. Penalty: No Show

If the customer fails to notify the service provider of their inability to use the booked service, the provider reserves the right to charge the customer’s credit card for the cost of the first night.
If the customer repeatedly fails to appear for reserved services, the provider may refuse to accept future bookings.

4. Prices and Conditions

The Service Provider reserves the right to change the prices published on its website without prior notice. When publishing prices, the Service Provider shall indicate whether the price includes taxes as required by Hungarian law (VAT and tourist tax).

4.1. Best Available Rate

This rate type includes the option to cancel within 24 hours before arrival.
It is available with or without breakfast for all room categories.
The price includes VAT, but does not include the tourist tax.

4.2. Non-refundable Rate

This rate type includes a discount; however, the Service Provider cannot issue refunds.
(See section 3.3.)
The price includes VAT, but excludes the tourist tax.

4.3. Long-stay Rate

Includes a discount and is available with or without breakfast.
Applicable for reservations of 3 or more nights.
The price includes VAT, but excludes the tourist tax.

4.4. Early Bird

This rate includes a discount if the customer books within a time frame specified by the Service Provider prior to arrival.
It is available for a limited period and subject to the general cancellation policy (see 3.1.).
The price includes VAT, but excludes the tourist tax.

4.5. Room Rates with and without Breakfast

Customers may book rates with or without breakfast on the Service Provider’s website, by e-mail, telephone, or on site.
If breakfast is included, the reservation cannot be modified within 24 hours before arrival.
If breakfast is not included, it can be added at any time before or during the stay at the Reception.
The price includes VAT, but excludes the tourism tax.

4.6. Package Offers

Customers may book current package offers of the hotel online, via e-mail, by phone, or on site.
The price of the package is variable depending on capacity.
The Service Provider must provide all services included in the package; if a service is unavailable, it must offer an alternative of equal value.
If the customer does not accept the alternative, the Service Provider is obliged to compensate the customer.

4.7. Child Discounts

Children are entitled to the following breakfast discounts:

• 0–5.99 years: free breakfast
• 6–18 years: EUR 13 / person / occasion

If a child shares a bed with the parents, no extra charge applies.
If an extra bed is requested, the Service Provider may charge a EUR 39/night supplement, subject to availability.
This fee includes breakfast regardless of age.

4.8. Tourist Tax

The Service Provider must pay a tourism tax to the local municipality for each completed night.
The rate is determined by the municipality of District VI of Budapest, currently 4% of the room rate, which the guest must pay to the Service Provider.
The Service Provider is obliged to forward this amount to the local authority.

5. Methods of Payment

The following sections describe the accepted methods and conditions of payment.

5.1. Payment upon Departure

If the Customer chooses to pay on site, the Service Provider may require a credit card guarantee or cash deposit at check-in.
This guarantee may be used to settle the final invoice upon check-out.

5.2. Non-refundable Booking

In this case, the Customer must pay immediately at the time of booking.
When booking via the website, the system redirects to the Worldline Saferpay payment page, where the Customer enters their card details voluntarily after accepting the data protection policy.

For non-refundable bookings made by e-mail or phone, the Service Provider sends a one-time Saferpay payment link. The Customer voluntarily provides card data and authorises the payment in favour of the Service Provider.

5.3. Bank Transfer (Prepayment)

This option is only available if the transfer is completed at least 3 working days before arrival, and the amount is credited to the Service Provider’s bank account before check-in.

5.4. Other Conditions

The Service Provider may require a guarantee from the Customer at the time of booking.
This guarantee may be credit/debit card details or a cash deposit.
The Service Provider must handle card data confidentially and in accordance with the applicable data protection regulations, and shall not disclose them to third parties.

The Service Provider may pre-authorise an agreed amount on the card.
This amount can be used for payment upon check-out or released if payment is made by another method.
The release of the blocked amount is immediate on the Service Provider’s side but may become available 3–5 working days later, depending on the issuing bank.
The Service Provider shall issue a receipt of the pre-authorisation upon request.

The Service Provider may request an additional guarantee (approximately HUF 15,000 per night) to cover any incidental expenses.
If the customer exceeds the pre-authorised amount, the Service Provider may charge an additional authorisation without prior notice.

5.5. Payment in Cash upon Arrival

Customers may pay for the ordered services in cash upon arrival at Reception.
An advance invoice (deposit invoice) will be issued, and a final zero-balance invoice will be provided upon departure if no additional services are used.

5.6. Accepted Currencies

Accepted currencies: Hungarian Forint (HUF) and Euro (EUR).
The Service Provider does not accept €500 banknotes and only accepts undamaged notes.

5.7. Accepted Credit/Debit Cards

Accepted cards: MasterCard, Visa, Maestro, American Express, JCB, V-Pay, Diners.

5.8. Refunds

Refunds are only made to the same payment method used for the original transaction.

6. Use of Services

The hotel provides 24-hour reception service every day of the week.

6.1. Check-in

Check-in for individual guests is guaranteed from 14:00 (2 PM).
Early check-in may be available subject to availability for an extra fee of approximately HUF 12,000.

For group arrivals, check-in is guaranteed from 15:00 (3 PM).

Upon check-in, every guest staying in the hotel must present a valid photo ID to the receptionist.
The document will be scanned and recorded using the hotel’s secure system.
All personal data are handled confidentially according to GDPR and the hotel’s data protection policy. Data are not shared with third parties except for official authorities upon legal request.

6.2. Check-out

Check-out for individual guests is required by 11:00 AM.
Late check-out may be provided depending on availability and may incur an additional charge.
If the guest remains after 15:00 (3 PM), the current daily room rate will be charged.

6.3. Other Services

6.3.1. Posner Bistro & Bar

Posner Bistro & Bar is the hotel’s restaurant and is open to both hotel guests and external visitors.
Current promotions and discounts are available on posnerbistro.hu.
Guests may charge consumption to their room account, while external guests can pay by cash or card.
All prices include VAT, but a 12.5% service charge is added to the total bill.

Guests must comply with the House Rules displayed on the Up Hotel Budapest website.
The Service Provider reserves the right to refuse service or ask a guest to leave in case of inappropriate behaviour.

6.3.2. Conference Rooms

Upon prior reservation and subject to availability, the hotel’s conference rooms are available for use.
Fees are determined individually.
The customer must use the premises properly and is responsible for any damages to the equipment or furnishings.

6.3.3. Sauna & Fitness Room

The sauna and fitness room may be used only by hotel guests and at their own risk.
The Service Provider is not liable for injuries or damages resulting from improper use.
Equipment is regularly maintained and repaired as necessary.

Guests agree to use all equipment properly and report any damage immediately at the reception.
In case of any accident, the guest must immediately notify reception and provide assistance until professional help arrives.

6.3.4. Pets

The hotel allows dogs and cats on the premises.
Pet owners bear full responsibility for their animals during the stay.
Only the 1st, 2nd, and 3rd floors accept pets; pets are strictly prohibited in terrace rooms.
The customer is responsible for any damages caused by their pet and must report them immediately to reception.

A maximum of 15 kg pets are allowed with a EUR 20/night surcharge.
The Service Provider provides a dog bed and water bowl in return.

If a pet is left unattended in the room, the owner must inform reception and hang a “Pet in Room” sign.
For safety reasons, staff will not enter such rooms.

6.3.5. Welcome Amenities

The Service Provider agrees to prepare welcome amenities (as listed on the website) in the guest room prior to arrival, as prearranged with the Customer.
These items must be prepaid, are non-refundable, and cannot be cancelled after payment.

7. Refusal of Performance / Termination of the Service Obligation

7.1. Immediate Termination by the Service Provider

The Service Provider is entitled to terminate the accommodation contract with immediate effect, cancel the booking, and/or refuse to provide services at any time if:

a) the Guest behaves abusively, improperly, offensively, or hostilely toward the Service Provider, its employees, other guests, or any third party acting on behalf of the Service Provider, or if any circumstances render further cooperation impossible;
b) the Guest misuses the provided room or facilities;
c) the Guest fails to comply with the hotel’s safety regulations or house rules, behaves offensively, is under the influence of alcohol or drugs, or displays threatening or otherwise unacceptable behaviour;
d) the Guest suffers from a contagious disease or fails to comply with legal or hotel-imposed protective measures during epidemic situations;
e) the Contracting Party fails to fulfil the advance payment obligation specified in the contract by the agreed deadline.

7.2. Force Majeure Termination

If the contract between the parties cannot be fulfilled due to force majeure, the agreement shall terminate automatically.

8. Non-performance by the Service Provider

If the Service Provider cannot provide the confirmed accommodation (e.g. due to technical error, overbooking, or malfunction), it must proceed as follows:

• Reserve accommodation of the same category for the guest at another hotel.
• If the guest has already paid, the Service Provider must cover all costs of the replacement hotel, and the guest shall not incur any additional charges.
• The alternative accommodation must include identical meal conditions (e.g. breakfast and/or half-board).
• The hotel must arrange and pay for a taxi to the other hotel if requested by the guest.
• The Service Provider must, where possible, choose a hotel in a similar location.

9. House Rules

Compliance with the House Rules is mandatory for all individuals present on hotel premises.
The House Rules can be found on www.uphotelbudapest.com under “Rules and Policies.”

Hotel services are only available to persons over 18 years of age.
Guests under 18 may stay only with parental consent and adult supervision.

The hotel does not accept child or student groups.

10. Liability of the Service Provider

10.1. General Liability

The Service Provider accepts liability for any damage suffered by the Guest that occurs within its premises due to the fault of the Service Provider or its employees.

10.1.1. Exclusions

The Service Provider is not liable for damages caused by unavoidable external circumstances beyond its control or by the Guest’s own actions.

10.1.2. Restricted Areas

The Service Provider may designate certain areas of the hotel as restricted access.
The Service Provider assumes no responsibility for any injuries or damages incurred in such areas.

10.1.3. Obligation to Report Damages

Guests must immediately report any damage suffered to the hotel and provide all necessary information for clarification of the circumstances or for the preparation of a police report if needed.

10.2. Liability for Guests’ Property

The Service Provider is also liable for damages resulting from loss, destruction, or damage to the Guest’s property if the items were:

• placed in the designated area or
• kept in the guest room, or
• handed to an employee authorised to receive such items.

10.2.1. Valuables, Securities, and Cash

The Service Provider is only liable for valuables, securities, and cash if these were explicitly accepted for safekeeping, or if the damage occurred due to a reason for which the Service Provider is generally liable.
In such cases, the burden of proof rests with the Guest.

11. Complaints

The Customer must report any complaint or issue as soon as possible to the hotel reception.
The Service Provider will investigate all complaints and prepare an official record.

The hotel holds liability insurance, therefore if the guest suffers any damage due to the Service Provider’s actions, it must be reported and documented promptly for the hotel to file a claim with its insurer.

If the guest causes damage to the hotel, they must immediately inform reception. After proper investigation, the Service Provider reserves the right to require reimbursement from the guest.

12. Force Majeure

In the event of any circumstance beyond the control of the parties (such as war, fire, flood, severe weather, power outage, epidemic, or strike), either party shall be exempt from fulfilling its contractual obligations as long as such circumstance persists.

The parties agree to take all reasonable measures to minimise the occurrence and effects of such circumstances and to remedy any resulting damages or delays as soon as possible.

13. Operation of Security Cameras in the Building

All persons entering the hotel premises consent to being recorded by the hotel’s security cameras.
These cameras record exclusively the following areas:

• main and side entrances
• reception area
• lobby bar
• restaurant
• corridors
• lift lobbies
• staircases
• underground garage

The Service Provider declares that all video recordings are treated confidentially and are not made available to third parties, except to authorised authorities upon official written request.

Recordings are stored for a maximum of 25 days, after which they are automatically deleted from the server.