The purpose of these regulations is to satisfy and handle the accommodation guests’ complaint management needs at a higher level and effectively.
The principle of comprehensive investigation and response to complaints:
The most important thing for the accommodation is that guests are always satisfied with the services provided. Therefore, any complaints must be investigated impartially and thoroughly, within an equal procedure. This investigation can provide us with important information. After investigating the complaint, the accommodation is committed to providing a response that details the results of the full investigation, the proposed resolution, and the measures taken to resolve the complaint.
Personal Scope
These regulations apply to all staff working at the accommodation who are in direct contact with guests. These employees are required to familiarize themselves with the provisions of these regulations and are personally responsible for complying with them.
Material Scope
These regulations apply to the handling of complaints related to complaints submitted to the accommodation. This regulation does not apply to reports that do not qualify as complaints.
Complaint
A complaint is any objection related to the accommodation’s service or failure to provide services, where the complainant specifically requests the accommodation to take action to address the issue. We kindly ask our guests to report any complaints directly at the accommodation or using the contact details provided below, and not to address them to other authorities.
It does not constitute a complaint if the guest requests general information, opinions, or statements from the accommodation.
A complainant can be any person who is considered a consumer under Act CLV of 1997 on Consumer Protection and has used the accommodation’s services.
Oral Complaint
– In person at the accommodation (address: 4028 Debrecen, Kassai Street 131/A)
– By phone at +36 20 216 6913
– Written Complaint
– By mail (address: 4030 Debrecen, Karabély Street 3)
– By email (email: info@dryvitprofi.hu)
– By written complaint in the guestbook at the reception of the accommodation
– Complaint Handling Deadlines
Written complaints will be responded to within 30 days as required by the law. Written complaints include those sent to the above contact addresses.
The accommodation will aim to resolve oral complaints immediately, and if this is not possible, a protocol will be drawn up. The protocol will, if possible, be finalized with the complainant’s agreement, and a copy will be provided to the complainant. If this is not possible, the protocol will be sent along with the response to the complaint within 30 days of receipt.
The following data will be recorded when taking the protocol:
Complaint Handling Process
All complaints will be registered, with particular attention to the protection of personal data. Personal data is collected solely for identification purposes and may not be used for any other purpose.
The data of the guest submitting the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information.
– The personal data requested during the complaint handling process includes:
The above-listed personal data of the guest are required for identification and effective case management.
– Complaint Registration:
The accommodation maintains a register of complaints based on uniform principles. The register is designed to ensure that the response date can be clearly determined and allows for the identification and correction of the facts and events leading to the complaint.
– Investigation of Complaints:
The complaint investigation is free of charge! The investigation will take all relevant circumstances into account. The official language of the complaint handling process is Hungarian. Employees involved in the disputed actions or decisions cannot participate in the complaint resolution.
For quality-related complaints, the “Protocol for the Consumer’s Quality Complaints” must be completed in all cases, regardless of whether the complaint is oral or written. This protocol is regulated by Government Decree 49/2003 GKM.
– Decision Communication:
The accommodation will send a written response to the complainant, providing a clear and understandable explanation of the decision, including relevant legal references and their application.
In the event of a complaint being rejected or the 30-day statutory response deadline for investigating the complaint passing without resolution, the guest may contact the authorities or bodies listed below.
Responsibilities for Complaint Management Procedures:
Further Legal Options
If the complaint is rejected, or the accommodation fails to respond within the 30-day deadline, the guest may turn to the following bodies:
The relevant Conciliation Board (Békéltető Testület) can be contacted if the complaint has not been satisfactorily resolved or if the accommodation rejected the complaint. The guest can initiate proceedings with the Conciliation Board at the chamber of commerce operating in the guest’s place of residence or the location where the service was provided. Information on the regional Conciliation Boards can be found at www.bekeltetes.hu. The guest may also turn to the court if the conciliation procedure does not result in a satisfactory outcome.
List of Regional Organizations:
Conciliation Board Organized by the Chamber of Commerce and Industry of Bács-Kiskun County
Address: 6000 Kecskemét, Árpád krt. 4.
Phone: +36-76-501-500
Fax: 06-76-501-538
Mailing Address: Chamber of Commerce and Industry of Bács-Kiskun County
6001 Kecskemét Pf. 228.
Email: mariann.matyus@bkmkik.hu
Website: www.bacsbekeltetes.hu
Conciliation Board Organized by the Chamber of Commerce and Industry of Békés County
Address: 5600 Békéscsaba, Penza ltp. 5.
Phone: 06-66-324-976
Fax: 06-66-324-976
Conciliation Board Operating under the Economic Chambers of Borsod-Abaúj-Zemplén County
Address: 3525 Miskolc, Szentpáli u. 1.
Phone: 06-46-501-091, 501-870
Fax: 06-46-501-099
Email: kalna.zsuzsa@bokik.hu
Budapest Conciliation Board Operating under the Budapest Chamber of Commerce and Industry
Address: 1016 Budapest, Krisztina krt. 99.
Phone: 06-1-488-2131
Fax: 06-1-488-2186
Email: bekelteto.testulet@bkik.hu
Conciliation Board Organized by the Chamber of Commerce and Industry of Csongrád County
Address: 6721 Szeged, Párizsi krt. 8-12.
Phone: 06-62-554-250/118
Fax: 06-62-426-149
Email: bekelteto.testulet@csmkik.hu
Conciliation Board Organized by the Chamber of Commerce and Industry of Fejér County
Address: 8000 Székesfehérvár, Hosszúsétatér 4-6.
Phone: 06-22/510-310 vagy 06/22-510-323
Fax: 06-22-510-312
Email: fmkik@fmkik.hu vagy csilla.szaller@fmkik.hu
Conciliation Body Operating Alongside the Győr-Moson-Sopron County Chamber of Commerce and Industry
Address: 9021 Győr, Szent István út 10/a.
Phone: 06-96-520-217
Fax: 06-96-520-218
Email: bekelteto@gymskik.hu
Hajdú-Bihar County Conciliation Body
Headquarters: 4025 Debrecen, Petőfi tér 10.
Customer Service Location: 4025 Debrecen Vörösmarty u. 13-15.
Phone: 06-52-500-710, 06-52-500-745
Fax: 06-52-500-720
Email: bekelteto@hbkik.hu
Conciliation Body Operating Alongside the Heves County Chamber of Commerce and Industry
Address: 3300 Eger, Faiskola út 15.
Phone: 06-36-429-612/122
Fax: 06-36-323-615
Email: eniko.kovacs@hkik.hu
Conciliation Body Operating Alongside the Jász-Nagykun-Szolnok County Chamber of Commerce and Industry
Address: 5000 Szolnok, Verseghy park. 8. III. emelet 305.-306. szoba.
Phone: 20/373-2570
Email: bekeltetotestulet@jnszmkik.hu
Conciliation Body Operating Alongside the Komárom-Esztergom County Chamber of Commerce and Industry
Address: 2800 Tatabánya, Fő tér 36.
Phone: 06-34-513-027
Fax: 06-34-316-259
Email: kemkik@kemkik.hu
Nógrád County Conciliation Body
Address: 3100 Salgótarján, Alkotmány u. 9/A
Phone: 06-32-520-860
Fax: 06-32-520-862
Email: nkik@nkik.hu
Baranya County Conciliation Body
Address: 7625 Pécs, Majorossy I. u. 36.
Phone: +36-72/507-154, fax: +36-72/507-152, 20/283-3422
Email: bekelteto@pbkik.hu, web: www.pbkik.hu , www.pecsikamara.hu
Pest County Conciliation Body
Address: 1119 Budapest, Etele út 59-61. II. emelet 240.
Mailing Address: 1364 Budapest, Pf.: 81
Phone: 06-1-269-0703
Fax: 06-1-269-0703
Somogy County Conciliation Body
Address: 7400 Kaposvár, Anna u. 6.
Phone: 06-82-501-000, 06-82-501-000
Fax: 06-82-501-046
Conciliation Body Operating Alongside the Szabolcs-Szatmár-Bereg County Chamber of Commerce and Industry
Address: 4400 Nyíregyháza, Széchenyi u. 2.
Phone: 06-42-311-544
Fax: 06-42-311-750
Email: bekelteto@szabkam.hu
Tolna County Conciliation Body
Address: 7100 Szekszárd, Arany J. u. 23-25.
Phone: 06-74-411-661
Mobile: 0630-6370-047
Fax: 06-74-411-456
Email: kamara@tmkik.hu
Conciliation Body Operating Alongside the Vas County Chamber of Commerce and Industry
Address: 9700 Szombathely, Honvéd tér 2.
Phone: 06-94-312-356
Fax: 06-94-316-936
Email: pergel.bea@vmkik.hu
Veszprém County Conciliation Body
Address: 8200 Veszprém, Radnóti tér 1. Pf.: 220
Phone: 06-88-429-008, 08-88-814-111
Fax: 06-88-412-150
Email: bekelteto@veszpremikamara.hu
Conciliation Body Operating Alongside the Zala County Chamber of Commerce and Industry
Address: 8900 Zalaegerszeg, Petőfi u. 24.
Phone: 06-92-550-513
Fax: 06-92-550-525
Email: zmbekelteto@zmkik.hu
If the accommodation provider violates the regulations protecting the consumer’s rights during complaint handling (including, but not limited to, failing to provide a timely or substantive response to a written or verbal complaint, misleading the consumer, or committing other consumer protection-related legal violations), the consumer may turn to the territorially competent body of the National Consumer Protection Authority (NFH). The regional bodies of the NFH are the Consumer Protection Inspectorates of the County Government Offices, which are located in every county seat.
The accommodation provider stores written complaints in a clearly identifiable and retrievable manner until the following deadline:
– In the case of an entry in the guestbook, for 5 years
– For electronic mail, the time of the complaint submission, subject, and response time, for 5 years
– For postal mail, for 5 years
The provisions of this regulation must be applied from this date, until withdrawn.
Date: Debrecen, January 27, 2025
Built in 2025, the STAY -LOFT Hotel*** offers a unique loft-style environment with modernly furnished and fully equipped hotel rooms, designed to our guests’ highest standards.
