Heléna Hotel & SPA – House Rules
Dear Guests,
On behalf of my colleagues, I can assure you that we will do our utmost to make your stay pleasant and trouble-free.
Therefore, we kindly ask you to read and comply with the following rules.
With kind regards,
The Kanavosz Family
1.) 🕒 Check-in – Check-out Information
Rooms are available from 15:00 to 21:00 on the day of arrival. On the day of departure, please vacate your room by 10:00 a.m.
Guests can conveniently check in online from home in advance, or, if that is not possible, our reception staff will complete the process upon arrival.
Check-in is mandatory for all guests. Presenting an identity document is an essential contractual condition for the hotel. For stateless persons and citizens outside the European Union, presenting and handing over a stateless ID card or passport is required by law.
According to Government Decree No. 414/2015 (XII.23.), from September 1, 2021, all guests using accommodation services in Hungary must have their legally defined personal data recorded and forwarded by the accommodation provider to the state authorities specified in the Decree (to the VIZA – Closed Guest Information Database).
We kindly ask that, upon arrival at reception, one person brings the identity cards of all family members staying at the hotel to complete check-in and payment.
Please do not bring luggage or bags to the reception desk.
2.) 🌙 Late Check-in
Please inform us if you are arriving after 21:00. Late check-in is also possible; however, in such cases, online registration must be completed for every guest and the room fee must be paid in advance.
After payment, the room key will be placed in one of the key safes next to the entrance. Guests will be notified by email with the safe number, code, and room number.
3.) 💳 Payment
The reserved room rate or package price must be paid upon arrival at the hotel.
Exceptions apply to packages requiring a deposit; in such cases, online prepayment is possible as indicated in the booking confirmation.
Accepted payment methods: cash, bank card, credit card, all types of SZÉP Cards.
4.) 🔑 Room Key
Guests receive a room key upon arrival.
5.) 🚪 Visitors
Only registered guests may stay in hotel rooms.
Visitors are kindly requested to be received in the restaurant or at reception.
6.) 🏡 Basic Services
The room rate includes accommodation as well as the following services:
breakfast, parking, Wi-Fi access throughout the hotel, and use of wellness facilities.
7.) 💦🧖♀️ Wellness Services
Our wellness area features 7- and 13-person jacuzzis, one 6-person infrared sauna, two 3-person infrared saunas, a fitness room, and a salt wall relaxation area.
Massage services are available for an extra fee.
Seasonally, the outdoor pool and relaxation garden are also open.
We kindly ask guests to take care of the equipment and facilities. Any damage caused must be compensated by the guest.
Please report any safety hazards or malfunctions immediately to the reception.
The wellness area may be used STRICTLY IN SWIMWEAR ONLY!
8.) 🔒 Safety
Please note that the hotel is not responsible for valuables left in the room.
We recommend placing valuables in the in-room safe. If there is not enough space, items can be left at the reception safe for safekeeping.
For the safety of our guests and property, the hotel operates a closed-circuit camera system inside and around the building (both street- and courtyard-side) that records 24 hours a day.
In case of fire, guests must follow the evacuation route displayed in the room and the instructions of firefighters. Fire extinguishers are located on every floor and corridor.
In case of fire, guests must immediately notify the reception.
9.) 🍽️ Meals
Main meal times: Breakfast: 7:00–10:00, Lunch & Dinner: 12:00–21:00.
Our restaurant’s menu is also available for external visitors for an additional fee.
Food allergies: The hotel can provide lactose-free, gluten-free, and vegetarian meals.
Please inform us of any special dietary needs before arrival.
Meals can also be pre-ordered for a specific time and enjoyed in our restaurant: www.taverna-level.hu.
Breakfast offers unlimited buffet consumption, but food and beverages may not be taken away for later use.
If a guest removes food or drink from the breakfast room without prior permission, the hotel reserves the right to charge 50% of the breakfast price per person per occasion to the guest’s account.
Half-board service starts with dinner on the day of arrival and ends with breakfast on the day of departure.
🔟 🍷 Other Consumption
Food and beverages consumed beyond the basic services cannot be charged to the room bill.
Food and drinks purchased outside the hotel may only be consumed in the guest’s room, with care taken to protect furnishings.
Guests are liable for any damage caused to hotel property.
11.) ⚡ Personal Electrical Appliances
It is strictly forbidden to store flammable or explosive materials, or to operate personal appliances such as coffee makers or irons in hotel rooms.
Ironing or laundry services can be requested at the reception.
12.) 🔥 Fire Safety
All guests must comply with the hotel’s fire safety regulations, which are available at the reception.
13.) 🚭 Smoking
Smoking and open flames are strictly prohibited throughout the hotel premises!
Smokers may smoke only in the designated smoking area, 5 meters from the hotel entrance.
All hotel rooms and common areas are non-smoking, except for the designated zones.
Guests are not allowed to smoke in rooms, bathrooms, toilets, corridors, or public areas. Smoke can travel through air ducts, doors, or air-conditioning systems, and poses a serious fire and safety risk.
Violation of this rule will result in an immediate €50 / 20,000 HUF fine.
If a guest has already checked out, the amount will be charged to the guest’s bank card.
14.) 😌 Guest Quiet Hours – Disturbing Behavior
To ensure the comfort of all guests, no loud noise, music, or disturbances are allowed after 22:00, except for hotel-organized or approved events.
The hotel staff is entitled to warn any guest causing a disturbance.
- 1st warning: no fee
- 2nd and 3rd warning: 5,000 HUF each
After the third warning, the hotel has the right to terminate the accommodation contract immediately and require the guest to leave without refund or compensation.
Please note: As the hotel also hosts conference and event groups, occasional higher noise levels may occur. We kindly thank you for your understanding.
15.) 🐾 Pets
Small pets (up to 15 kg) are allowed for an extra fee, one per room.
The service can be pre-booked online or arranged at reception.
Owners are responsible for any damage caused by their pets.
If a pet soils the room or public area, an additional cleaning fee will be charged.
Pets are not allowed in the breakfast room or restaurant.
16.) 🧺 Hotel Property
Furniture and textiles (e.g., blankets, towels) must not be removed from the hotel.
Any damage or loss must be compensated by the guest.
All textiles and furnishings are part of the room inventory and will be checked upon departure. Missing items will be charged to the guest’s account.
17.) 🪑 Hotel Equipment and Furnishings
Guests must use hotel equipment properly.
Damage caused by improper use must be compensated before departure.
Furniture rearrangement is only permitted by hotel staff.
Removing hotel property without prior written permission constitutes a criminal offense.
Any malfunction must be reported immediately to reception. Guests may not attempt to repair equipment themselves.
18.) 📶 Wi-Fi
The hotel provides free Wi-Fi access.
The password is given at check-in.
The hotel does not guarantee uninterrupted service and is not responsible for any damages resulting from Wi-Fi usage.
19.) 🚫 Prohibited Items
The following items are not allowed within the hotel:
• Corrosive or flammable chemicals or materials
• Explosive or hazardous substances
• Valuable or museum-quality items
• Fireworks or pyrotechnics
• Waste or harmful materials
• Psychotropic substances
The hotel may remove any prohibited items brought in without authorization at the guest’s expense.
20.) 🚪 “Do Not Disturb” Sign
Housekeeping is carried out from 9:00 a.m. onwards.
By hanging the “Do Not Disturb” sign on the outside door handle, guests indicate that they do not wish to be disturbed.
If the sign remains on the door after 11:00 a.m. on departure day and the guest does not respond to phone calls, staff may enter the room.
In emergencies (e.g., fire, suspected health danger), hotel staff may enter without prior notice.
21.) 🧹 Daily Cleaning
Rooms are cleaned once per day between 9:00 and 14:00.
If the “Do Not Disturb” sign is displayed during this period, cleaning will be skipped without compensation.
Towels placed on the bathroom floor are replaced daily.
Bed linen is changed every three days (or more frequently upon request).
22.) 🚗 Parking
Guests may park free of charge in the uncovered, camera-monitored hotel parking area (1 car per room).
The speed limit is 5 km/h.
Guests are directly responsible for any damage caused to other vehicles.
23.) 🧳 Room Departure
Before leaving, please ensure that you have taken all personal belongings, that taps are closed, air conditioning and lights are turned off, and the key is returned to reception.
24.) 🪙 Lost and Found
Lost items can be handed in at the reception, where they will be recorded and stored for one month.
Perishable items and medicines will be discarded.
Owners can reclaim their belongings by presenting ID and signing a receipt.
25.) 🛠️ Reporting Malfunctions
Please report any malfunction or damage in your room immediately at reception.
A Maintenance Report form is also available in the guest folder; please fill it out and leave it on the table for housekeeping.
26.) 💥 Damage
Any damage caused by negligence or intent will be charged to the guest responsible.
27.) 👨👩👧👦 Guests Under 18 Years of Age
Children under 14 may stay only under adult supervision.
Minors are not permitted to consume alcohol on the hotel premises.
Parents or guardians are fully responsible for the child’s safety and any damage caused.
28.) 🎥 Cameras
Closed-circuit surveillance cameras operate in hotel corridors, courtyards, and wellness areas.
The camera policy is available at the reception.
29.) ℹ️ Do You Have Any Questions?
For further information about our services and facilities, please contact the reception.
We hope your stay will be pleasant, relaxing, and meet your expectations.
The Hotel Policy is valid until revoked.