Hotel regulations

§ 1

Subject of the Regulations

The regulations specify the subject of service provision, responsibilities, and stay on the Hotel premises and are an integral part of the agreement concluded by signing the registration card as well as by performing conclusive (procedural) actions, in particular by making a reservation and/or paying a deposit or the full amount for the stay at the Hotel. By performing the actions mentioned in the previous sentence, the Guest confirms that they have read and accept the terms of the Regulations. The Regulations apply to all persons staying on the premises of LAKE HILL MAZURY RESORT & SPA, ul. Turystyczna 15, 14-100 Ostróda. The Regulations are available for review at the Hotel reception and on the website. The Guest’s guardian is the Hotel Reception.

§ 2

Hotel Day

The hotel room is rented by hotel days. The hotel day lasts from 4:00 PM to 11:00 AM the following day. A request to extend the stay beyond the period indicated on the day of arrival should be reported by the Guest no later than 8:00 PM on the day preceding the check-out day. The Hotel will consider the extension request subject to room availability. The Hotel reserves the right to refuse an extension of the Guest's stay in case of failure to make full payment for the current stay period in advance or in case of non-compliance with the regulations.

§ 3

Reservation and Check-In

The basis for the Guest’s check-in is presenting an identity document with a photograph at the Reception and the obligation to fill out and sign the registration card. In case of refusal to present an identity document in a manner that allows check-in, the receptionist has the right to refuse to issue the key/card to the room. The hotel guest may not transfer the room to other persons even if the period for which the payment has been made has not expired. The Hotel may refuse to accept a Guest who grossly violated the Regulations during a previous stay, in particular by causing damage to the hotel’s property or Guests, personal injury to Guests, hotel employees, or other persons staying at the hotel. The Hotel reserves the right to charge a cash deposit or a hold on a credit/debit card in the amount of the full stay charge plus an additional 100 PLN/day for extra services. In case of the Guest’s resignation from the stay during the day, the Hotel is not obliged to refund the fee for that hotel day.

§ 4

Services and Additional Services

The Hotel provides services in accordance with its category and standard. In case of complaints regarding the quality of services, the Guest is requested to immediately report them to the Hotel Reception to enable staff to respond and improve the quality of services provided. The Hotel is obliged to ensure Guests: Conditions for full relaxation; Safety of stay, including confidentiality of Guest information; Professional and courteous service in all services provided in the Hotel; Disinfection of rooms and common areas of the Hotel; Cleaning of the Hotel and carrying out necessary repairs of equipment during the Guest’s absence, and in their presence only if they request it; Efficient technical service, and in case of faults that cannot be immediately repaired, the Hotel will strive, where possible, to change the room or otherwise mitigate the inconvenience. Additionally, upon the Guest’s request, the Hotel provides the following services: Providing information related to the stay and travel; Wake-up calls at a designated time; Luggage storage – the Hotel may refuse to accept luggage outside the Guest’s stay dates and luggage that does not have the features of personal luggage; Room cleaning during the stay - including bed linen and towel change, vacuuming, disinfection; Cleaning service is provided once daily upon Guest’s request according to instructions available in the room, between 10:00 AM and 8:00 PM, and is not available on the check-in day; Ordering a taxi.

§ 5

Guest Responsibility

Children under 16 years of age should be under the constant supervision of legal guardians while on the Hotel premises. Legal guardians shall bear financial responsibility for any damage to the inventory and technical equipment caused by the children. The hotel guest bears full material responsibility for any damage or destruction to the Hotel’s inventory and technical equipment caused by themselves, their visitors, or persons visiting their visitors. The Hotel reserves the right to charge the Guest’s credit card for damages incurred after departure. The Hotel reserves the right to assess damages individually depending on the work required to repair the damage. In case of violation of the Regulations, the Hotel may refuse service to the violating person. Such a person is obliged to immediately comply with the Hotel’s requests, pay for any damage caused, and leave the Hotel. Every time leaving the room, for safety reasons, the Guest should turn off the TV, switch off the lights, close taps, and check that the door is locked. The Guest assumes responsibility for the issued room card, which also confirms additional orders settled at the reception, e.g., services provided in the Hotel Restaurant or Lobby Bar. In case of loss or damage to the card, a fee of 100 PLN is charged. In case of unjustified manual triggering of the fire alarm (ROP) in the hotel corridor, the Guest will be charged a penalty of 3000 PLN. Use of the wellness area outside opening hours is prohibited - failure to comply with the Hotel rules will result in a fine of 2000 PLN.

§6

Hotel Responsibility

The Hotel is responsible for the loss of items brought by persons using its services within the scope specified by civil code regulations. The Guest should notify the Reception immediately upon detecting any damage. The Hotel is not responsible for damage or loss of cars or other vehicles belonging to the Guest, items left in them, and live animals regardless of whether the vehicles are parked in the hotel car park or any other place on the Hotel premises.

§7

Return of Left Items

Personal items left by a departing Guest in the hotel room will be sent to the address indicated by the Guest at their expense. If no instructions are received, the Hotel will store these items for 30 days, after which they will become the property of the Hotel. The Hotel is not responsible for food left in the room and is not obliged to store it after the Guest’s departure.

§8

Quiet Hours

Quiet hours in the Hotel apply from 10:00 PM to 6:00 AM the following day.

§9

Policy Regarding Children

1. Children aged 0 – 4 years - according to the price list.

2. Extra bed for a child aged 4 to 11 years - according to the price list.

3. Extra bed for persons over 11 years - according to the price list.

4. Baby cot – free of charge.

5. Requests for a baby cot should be made at the reservation stage. The number of cots is limited.

§10

Pet Policy

The Hotel accepts pets according to the applicable price list and a separate regulation available to Guests with pets at the hotel Reception. Important information: The Guest must report the intention to arrive with a pet at the time of making a reservation. The Hotel does not accept dog breeds considered aggressive. The list of aggressive dog breeds based on the Regulation of the Minister of the Interior and Administration of April 28, 2003, includes: Pit Bull Terrier, Majorca Mastiff, American Bulldog, Argentine Dogo, Canary Dog, Tosa Inu, Rottweiler, Akbash dog, Anatolian Karabash, Moscow Watchdog, Caucasian Shepherd. Only healthy animals with a health booklet, current vaccinations, and deworming confirmation are accepted. The Hotel Reception may require the health booklet upon arrival and may refuse permission for the animal to stay on the premises in the absence of current vaccinations for the safety of other Guests. The pet owner is obliged to provide proper equipment such as a leash, collar, muzzle, bed, litter box, feeding and water bowls, litter bags for excrement. Food and water bowls are available at the hotel reception in limited quantities. Use of hotel towels and bedding for pets is not allowed. The Hotel does not allow animals on beds and sofas or to relieve themselves inside the room or other hotel interiors. The owner is responsible for costs related to cleaning or repair of room interiors (including carpets, mattresses, or other equipment) caused by contamination. The damage assessment is made by the Hotel Management. Animals may stay in designated hotel zones and should be kept on a leash, and animals that may pose a threat to the surroundings must also be muzzled and supervised by an adult. In particular, animals are prohibited from the SPA, kids club, and playroom, except for guide dogs. The pet owner bears full financial and legal responsibility for damages caused by their animal to other persons, Hotel property, and Guests.

§11

Minor Protection Standards

Lake Hill Mazury Resort & SPA Hotel, as of August 15, 2024, has adopted and committed to comply with the procedure regarding Minor Protection Standards (persons under 18 years of age). Therefore, Guests checking in may be asked by staff to show documents confirming the identity of the minor or documents certifying kinship/relationship between the adult persons and the minor. These measures are taken to ensure all Guests, especially children, comfortable and safe conditions for rest at the hotel. The procedure was introduced in accordance with the Act of May 13, 2016, on counteracting threats of sexual crime and protecting minors with subsequent amendments.

§12

Complaints

Guests have the right to submit complaints if they notice deficiencies in the quality of the services provided. All complaints are accepted by the reception. A complaint should be submitted immediately after noticing deficiencies in the standard of provided services.

§13

Additional Provisions

The Hotel has a total ban on smoking tobacco and e-cigarettes outside designated areas. Violation of the ban will result in a charge of 500 PLN. It is forbidden to store hazardous materials, weapons, ammunition, flammable, explosive, or illuminating materials in hotel rooms. Soliciting and mobile sales, leaving advertising and electoral materials as well as gambling activities are prohibited on the Hotel premises. Guests may not make any changes to furniture or equipment in hotel rooms. Guests are prohibited from using devices and items that may pose a risk of damage to hotel property or other Guests, in particular devices that may cause fire or flooding. Use of kettles provided in the rooms and other equipment constituting the room’s inventory is allowed. Please be informed that from January 1, 2025, a local tax according to the Act on local and resort charges in Ostróda city amounting to 3 PLN will apply. The fee applies to persons booking a stay longer than one night - the charge for stays longer than two nights is calculated from the first started night and must be paid upon check-in.

§14

Personal Data

The personal data administrator is Masuria Resort Investments sp. z o.o. with registered office at 00-014 Warsaw, ul. Moniuszki 1A, entered into the register of entrepreneurs of the National Court Register maintained by the District Court for the Capital City of Warsaw in Warsaw, 12th Commercial Division of the National Court Register, under KRS number: 0000659993, VAT number: 5252695748. Detailed information on personal data processing is available on the hotel card at the reception. Management of Lake Hill Mazury Hotel

Voucher Regulations

§ 1

General Provisions

These regulations define the rules for the sale and redemption of vouchers. The issuer of the vouchers is Masuria Resort Investments sp. z o.o. with registered office at 00-014 Warsaw, ul. Moniuszki 1A, entered into the register of entrepreneurs of the National Court Register maintained by the District Court for the Capital City of Warsaw in Warsaw, 12th Commercial Division of the National Court Register, under KRS number: 0000659993, VAT number: 5252695748. The issuer offers the following types of vouchers: - value vouchers, - stay vouchers. Vouchers are registered by the Issuer, each voucher has its individual identification number. The expiration date is indicated on the voucher. The Voucher expiration date is non-extendable. Vouchers may include availability restrictions, especially restrictions related to stays during so-called "long weekends", Christmas holidays, New Year's Eve, New Year, and Easter holidays. A Voucher may only be used in full and once. Vouchers are not refundable or exchangeable for cash.

§2

Voucher Usage Conditions

The Voucher may be used at the issuer in the Lake Hill Mazury facility. The issuer is not responsible for loss or damage of the Voucher from the date of its handover to the Purchaser. The Purchaser is obliged to book the stay in advance. The basis for service execution by the Issuer is prior presentation of the Voucher or providing its number. The Purchaser has no right to receive a refund for the unused balance of the Voucher. If the service price exceeds the Voucher value, the Purchaser or holder is obliged to pay the difference. The issuer may refuse Voucher redemption in the following cases: - Voucher expiry date has passed; - Voucher damage preventing reading of its individual identification number; - advance reservation was not made as per paragraph 3.

§3

Final Provisions

By receiving the Voucher, the Purchaser declares that they have read and accepted these regulations. The issuer reserves the right to change the Regulations. Matters not regulated by these Regulations shall be governed by the relevant provisions of the Civil Code.