Terms and conditions

  1. The Diamond Guest House includes a spa, leisure facilities, event spaces and relaxation areas.
  2. DSN (hereinafter referred to as the “Operator”) is a private limited liability company Diamond Guesthouse (reg. address P. Lukšio g. 26, Kaunas, company number 306159927, VAT payer code LT10001537715, the State Enterprise Centre of Registers is the registry manager).
  3. A guest of the DSN is any person present on the DSN premises.
  4. These rules outline the guest service requirements, obligations, and rights when using the services, as well as the mandatory security, hygiene, and other requirements.
  5. These rules are binding on all guests. Each guest is required to comply with the requirements set out in these rules.
  6. Before entering into a contract for services and/or registering on the DSN and/or collecting an electronic key or code, the guest must carefully read these rules and inform their accompanying persons.
  7. Upon arrival, every guest is required to check in with the DSN and/or obtain an electronic key or code. By doing so, they are acknowledging that they have read the rules and have shared them with their companions. Furthermore, they are obligated to comply with the rules without exception and ensure that their companions also adhere to them.
  8. Any consequences resulting from ignorance or non-observance of these rules by the guest and/or minors accompanying the guest shall be the responsibility of the guest who has registered with the DSN and/or who has taken the electronic key or code.
  9. It is mandatory for every guest to follow the guidelines provided by the DSN staff regarding safety, hygiene, environmental fire safety, and adherence to the rules.
  10. Only after paying for the services in accordance with the procedures specified in the rules or contract, the guest is authorised to use the services offered by the DSN.
  11. DSN staff have the right to refuse admission to persons whose behaviour is inappropriate, likely to disturb the order of the DSN, endanger the safety of other guests, who is not in keeping with the concept of the DSN, is contrary to public order, morality and other socially accepted norms of behaviour.
  12. Persons who do not agree to abide by these rules shall not be provided with the services of the DSN and shall be required to leave the DSN area immediately.
  13. DSN personnel can also ban guests from the area who repeatedly break DSN rules after receiving a prior warning. In such a case, the money paid by the guest is non-refundable and the guest is obliged to pay for all goods and/or services purchased up to that moment.
  14. It is strictly forbidden to create dangerous conditions for oneself or others, litter, disturb other guests, make excessive noise, leave minors unsupervised, or make false requests for assistance.
  15. DSN may experience temporary disruptions in providing certain services due to technical problems or unforeseen circumstances. In case the services are already included in the purchased service package, there will be no recalculation or reimbursement for the same.
  16. Video cameras monitor some of the common areas and spaces of DSN for security reasons.
  17. It is the guest’s responsibility to compensate for any damages caused to DSN’s property or third parties due to their actions or inactions, following the established procedure according to the laws of the Republic of Lithuania. DSN has the authority to call the police or a security service if deemed necessary.

SERVICE PRICES

  1. The prices for DSN services are established by the operator
  2. and published in writing at the reception and on the website. diamondhouse.lt
  3. The operator may alter the list of services and rates without prior notice.

PAYMENT FOR SERVICES

  1. When booking services, an advance payment is required as established by the operator:
SERVICE NATURAL PERSON LEGAL ENTITY
Accommodation 50 % or under other officially specified conditions 30% or according to the terms of the contract
SPA centre none Under the terms of the contract
Halls, spaces Under the terms of the contract Under the terms of the contract
Service complexes 30 % or under other officially specified conditions Under the terms of the contract
Events booked by the customer Under the terms of the contract Under the terms of the contract
Events organised by the park Determined by HP administration for each event Determined by HP administration for each event
  1. If a customer cancels the booked services, the advance payment will not be refunded, and the customer should not make any claims, except as stated in the contract. The Customer undertakes not to make any claims in respect thereof (unless otherwise agreed in the contract).
  2. Guests must pay for the booked services immediately upon arrival at the DSN.
  3. Guests are required to pay for the spa services before entering the SPA.
  4. Guests are expected to pay for reserved services upon arrival, spa services before entering, and leisure equipment before use.
  5. Payment for event services must follow the conditions specified in the contract.
  6. Payment methods include cash, credit/debit cards, and bank transfers.
  7. The DSN operator does not provide unpaid services.

 WORKING HOURS

  1. The DSN operating hours are determined by the operator.
  2. The operating hours are published on the DSN website diamondhouse.lt.
  3. In case of changes in opening hours, the operator shall provide information about the changes on the website diamondhouse.lt.

QUIET TIME

  1. From 22:00 to 07:00 DSN – quiet time. It can only be changed with the authorisation of the DSN administration. During quiet hours, no noise, shouting, loud talking, loud music, or any other disruptions that may disturb other guests’ sleep are allowed. The noise level at rest shall not exceed 60 decibels.

CHILDREN

  1. Children under the age of 18 must be accompanied by an adult who takes full responsibility for their behavior.
  2. Adult is a person aged 18 or over who takes full responsibility for the behaviour of the children accompanying him/her, for the observance of these rules and for the proper care of the children’s belongings.
  3. The accompanying adult is responsible for ensuring that the child follows the rules and instructions of the DSN staff.
  4. If the guest’s age is uncertain, the DSN administrator may ask for personal identification document (passport, school/student ID, etc.).
  5. Children under 14 years of age are only allowed in the water and sauna area under the supervision of an adult who is responsible for their safety. Children under 3 years old must wear special nappies and hairnets. Children under 10 years old can stay in the water and sauna area until 21:00.

PETS

  1. Diamond Guest House does not accept pets.
  2. Failure to comply with the rules will result in a fine of 100 €.

VEHICLE MOVEMENT, PARKING

  1. DSN guests can park their cars for free.
  2. When arriving at the DSN with motorised and mechanically propelled vehicles, they must be parked only in designated areas. Failure to comply with this rule will result in a fine of €60 per infringement.
  3. During events, the DSN administration sets the parking rules and prices.
  4. Guests are also reminded to follow the speed limit and other national road traffic rules while in the DSN area.
  5. It is strictly prohibited to drive and park on the grass within the premises.
  6. Guests are liable for any damage caused by their non-roadworthy vehicle, such as grease stains, which may result in a fine of €60 per case of damage.

PHOTOGRAPHY, FILMING

  1. Photography and filming on the premises of the DSN is only allowed with the permission of the DSN administration.

ARRIVAL AND DEPARTURE OF GUESTS

  1. The check-in time for DSN is set daily at 15:00, and check-out time is set daily until 12:00 at the reception.
  2. Any guests wishing to arrive or depart outside of these specified times must arrange it in advance with the DSN staff (reception staff).
  3. DSN staff have the right to refuse to change the arrival and departure times of a guest. Guests are charged 50% of the price of one night’s stay if they wish to extend their stay, i.e. if they choose a late check-out.
  4. Guests must return the key/card and/or rental equipment to the DSN staff upon departure. In case of damage, loss or other loss of equipment, the guest is liable for the value of the lost or damaged equipment.

ACCOMODATION

  1. During check-in, guests must present their ID and fill in an accommodation card with the DSN receptionist.
  2. Rooms are only available for overnight stays for people who have checked in with the hotel. Guests must pay the receptionist for all persons actually staying in the room. The guest is responsible for the behaviour of all persons actually staying in his/her room and for compliance with these rules. Failure to inform the property of extra occupants and to pay for them will result in a fine of € 150.
  3. DSN premises are non-smoking. Guests who smoke in their rooms are subject to a fine of €150.
  4. The electrical supply in the DSN is 220 volts.
  5. Housekeeping services are provided daily 09:00 and 17:00.
  6. For stays longer than one night, bed linen is changed every three days and towels are changed daily upon the guest’s request.
  7. The use of blankets, towels, and bed linen for outdoor activities such as on the terrace is not allowed.
  8. The mini-bar items must be paid for before leaving. Guests are required to notify the DSN reception of their mini-bar usage at check-out.
  9. In the event that a guest books a package but does not use the DSN services, no refund will be provided.
  10. If you notice any malfunction of the machinery, equipment, or inventory, please immediately inform the DSN staff. The use of such equipment is not allowed. In the event of discovering any fault, the guest must stop using the faulty or damaged equipment and report it immediately. The guest will be held liable for any damages resulting from the use of such equipment by themselves or others.
  11. Upon departure, kindly return the card/key to the DSN administrator. If you lose or damage the card/key, you will have to pay a production fee of €20 to compensate for the damage caused.
  12. Wireless internet access is available in the DSN rooms. You can use it at the rates set by the DSN.

SPA CENTRE SERVICES

  1. The spa center at DSN offers various amenities, such as a swimming pool, sauna area, and treatments such as massages and beauty treatments.
  2. Children and persons with disabilities are only permitted to use the spa when accompanied by an adult who is at least 18 years old. The adult takes full responsibility for the behaviour of children and persons with disabilities, for the observance of these rules, and for the proper care of the belongings of children and persons with disabilities. The person accompanying the child and/or person with a disability is fully responsible for ensuring that the child and/or person with a disability complies with the rules and the instructions of the DSN staff.
  3. If there is any uncertainty about a guest’s age, the DSN staff has the right to ask for identification such as a passport or school/student ID.
  4. If the guest fails to pay for any additional spa services provided, the operator will collect the money from the guest following the established procedure according to Lithuanian legislation.
  5. Upon arrival at the spa center, guests must store their personal belongings in their room or individual lockers. Guests themselves are responsible for locking their individual lockers and the operator is not responsible for any items left in the locker. The spa receptionists can provide instructions on how to use the lockers.
  6. The operator is not responsible for any items left in the lockers.
  7. Guests are advised not to bring expensive or valuable items, such as jewelry, watches, mobile phones, and other items that can be damaged by humidity or lost, to the spa.
  8. If a person causes damage to the SPA, its property, and/or health, they will be responsible in accordance with the laws of the Republic of Lithuania. Parents or guardians of minors with disabilities are also responsible for any damage caused by them.
  9. If a visitor experiences property or non-property damage in the SPA, they should immediately inform any member of the Spa staff, stating the location and circumstances of the incident. Failure to comply with this condition will result in any subsequent complaints being disregarded.
  10. If the operator is at fault for any property or non-property damage suffered by a visitor, they will be responsible in accordance with the laws of the Republic of Lithuania.
  11. The operator will not be liable for any claims made by the visitor or any material and/or non-material damage suffered by the visitor to the SPA if the visitor has not complied with the requirements and/or recommendations specified in these Rules.
  12. In case of loss of personal belongings, the guest must contact the spa reception immediately, within one hour at the latest of the discovery of the loss.
  13. DSN SPA guests must wear a bathing suit, suitable footwear for use in wet areas, and a towel.
  14. The spa requires guests to wear non-slip footwear. It is the guest’s responsibility to take care of their own safety.
  15. In line with hygiene requirements:

77.1. All guests entering and leaving the spa must take a clean shower with soap.

77.2. guests are required to take a sahower before entering and using swimming pools, hot tubs, saunas and after using toilets.

  1. Depending on the range of services offered by the spa and the physical or mental condition of each guest, certain activities may not be recommended. Each guest is responsible for assessing their own physical and health condition and selecting appropriate activities.
  2. Guests with infectious, viral, or other contagious diseases, open wounds, or other medical conditions that may endanger their own or others’ health and/or life are prohibited from using the spa services.
  3. The operator recommends that guests ensure that their health and physical abilities allow them to use the spa’s services. Guests are responsible for their own health when using the spa services.
  4. When using spa services, guests have a responsibility for their own health and must follow the instructions given by the practitioner based on their health condition.
  5. Guests who wear glasses are advised to attach them to their lanyards while using the spa’s services.
  6. Guests are advised not to wear any type of jewellery or other jewellery that may cause damage to themselves and/or the Hotel’s inventory when using the spa facilities.
  7. Guests who are not participating in the treatments must not interfere with other guests.
  8. Bringing pets into the spa area is prohibited.
  9. Guests under the influence of drugs, alcohol, or psychotropic substances are not allowed to use the spa’s services, and must leave the DSN premises immediately when requested by staff.
  10. Not allowed in the sauna:

88.1. Guests are not permitted to bring and use their own infusions, extracts, cosmetic products, and sauna whisks,

88.2. as well as adjusting the appliances in the baths themselves, and pouring water on the stones.

  1. Guests are required to observe silence while in the baths and treatment area.
  2. Guests are strictly prohibited from:

84.1. Spitting on the floor or in the water,

84.2. Performing natural needs outside of toilets,

84.3. Wearing footwear in the water,

84.4. Bringing drinks or food to the pools and saunas, pouring drinks into the pools,

84.5. Getting in and out of swimming pools in other than designated areas,

84.6. Jumping into the water from the edge of the pool/jacuzzi.

  1. If guests notice technical faults and/or damage to equipment or other facilities in the spa centre, they should not use it and must inform the staff immediately. The use of such equipment is not allowed. In the event of discovering any fault, the guest must stop using the faulty or damaged equipment and report it immediately. The guest will be held liable for any damages resulting from the use of such equipment by themselves or others.
  2. Guests must also leave the spa when requested to do so by the DSN responsible staff.
  3. In case of damaged or lost towels or bathrobes, guests will be required to pay a fine of €30 to the operator.

LEISURE

  1. If an accident occurs, the Customer is responsible for their own safety and the safety of their guests, and will be solely liable for any such accidents. As a result, the Service Provider cannot be held liable for any damages or liability claims made by the Customer in such cases.
  2. To prevent accidents, the guest is responsible for ensuring that individuals who are under the influence of alcohol or drugs or are in poor health do not use the indoor pool or saunas. When the Customer’s guests are using the DSN indoor pool, the Customer must make sure they are supervised by a lifeguard or other appropriate person. The Customer is responsible for his/her own safety and the safety of his/her guests and in the event of an accident, the Customer is solely responsible. As a result, the Service Provider cannot be held liable for any damages or liability claims made by the Customer in such cases.
  3. If a guest notices any technical faults or damage to leisure facilities or equipment, they should avoid using them and report the issue immediately to the reception staff. The use of such equipment is not allowed. Otherwise, the guest may be held responsible for any damages caused to the equipment, other guests, or third parties resulting from the use of damaged equipment.
  4. The use of fireworks and pyrotechnics is STRICTLY PROHIBITED within the DSN. Otherwise, a fine of €500 shall apply, which constitutes the minimum unprovable loss.

FOOD

  1. DSNs are only allowed to consume their own food and drinks in the rented rooms.
  2. Each guest is responsible for the quality of the food/beverages they bring. The guest is responsible for the consequences of inadequate food quality.

GIFT VOUCHERS

  1. You can purchase DSN gift vouchers at the hotel reception.
  2. The full amount of the voucher must be used in a single transaction and paid in full at the cash desk on the same day.
  3. If the chosen services exceed the voucher’s value, the difference can be paid.
  4. No refund will be given if the services chosen are cheaper than the voucher’s value.
  5. DSN gift vouchers cannot be exchanged for cash.
  6. The expiry date of the gift voucher is stated on the gift voucher.

STORAGE OF ITEMS

  1. The DSN does not provide storage for guests’ personal belongings.
  2. Guests are responsible for keeping their valuables in the in-room safes provided.
  3. If a guest loses, damages or destroys their belongings, they must notify DSN staff immediately and no later than one hour after the incident. If a guest fails to do so, the DSN is not responsible for any loss or damage to their belongings.
  4. The DSN is not liable if items are not preserved due to the fault of the item’s owner, their accompanying persons, force majeure, or the nature of the object itself. DSN shall not be held responsible for any loss or damage incurred by guests’ vehicles, belongings or animals that are not kept in the specified location by the operator.

FIRE SAFETY

  1. Guests are required to follow fire safety rules:

104.1. unplug electrical appliances such  as TVs, kettles, irons, air conditioners and light bulbs when leaving their room.

104.2. Floor lamps and table lamps should not be covered with flammable materials.

104.3. Flammable liquids or similar materials should not be brought into or stored in the room.

104.4. Guests should make an effort to remember the location of the emergency exits.

  1. In case of a fire in your room:

105.1. Immediately notify the hotel administrator or fire brigade by tel.  112.

105.2. Each room is equipped with an evacuation plan showing the relevant floor and evacuation exits.

105.3. Guests should move away from the danger zone and follow instructions from DSN staff or the fire brigade.

  1. If there is a fire outside the room:

106.1. Immediately notify the hotel staff or the fire brigade on tel. 112.

106.2. Exit your room after closing the windows and doors;  if corridors and stairwells are smoky and it is not safe to leave, open windows in the room and wait for further instructions. Keeping a tightly closed door can offer extended protection against dangerous temperatures.  To prevent smoke poisoning, cover the cracks and ducts of the ventilation system with damp towels or bed linen;

106.3. try to contact DSN staff to inform them of your location through any available means.

  1. If firefighters arrive at the scene, go to the window and call for help.

FINAL PROVISIONS

  1. Any guest who causes damage to the DSN operator, property, and/or other guests’ health is responsible and will be held accountable in accordance with the laws of the Republic of Lithuania. Parents or guardians are liable for damages caused by their minors.
  2. If a guest overstays, they must pay the prevailing rates before departing.
  3. Unused services paid for will not be refunded. No refunds will be given for early departures i.e. leaving before the full stay.
  4. Lost items found by DSN staff or other guests and handed over to the operator will be stored for one week or given to the police in accordance with the laws of the Republic of Lithuania.
  5. Guests who suffer property and/or non-property damage at the DSN must inform the receptionist within an hour, providing the location, time, and circumstances of the incident; If the guest does not comply with this condition, subsequent complaints will not be addressed.
  6. DSN staff are not liable for unsupervised children.
  7. The DSN operator is not responsible for any loss or damage to guests’ property in the common areas or for any loss or damage caused by guests during their proper use of DSN services.
  8. The operator shall not be held liable for any claims made by guests or for any property damage or non-pecuniary damage suffered by guests who fail to comply with the rules and recommendations of the DSN.
  9. The parties’ liability for the failure to provide services due to force majeure shall be subject to Article 6.212 of the Civil Code of the Republic of Lithuania.

TERMS AND CONDITIONS OF GIFT VOUCHER PURCHASE OF THE DIAMOND GUEST HOUSE

CHAPTER I. GENERAL PROVISIONS 

  1. The Terms and Conditions f Gift Voucher Purchase of Diamond Guest House (hereinafter referred to as “DSN”) (hereinafter referred to as the “Terms and Conditions”) govern the purchase, validity, payment, rights, obligations and responsibilities between DSN and the person purchasing the gift voucher (hereinafter referred to as the “Customer”) or the user of the gift voucher (the person who has received the gift voucher, but for whom the payment has been made by another person).
  2. DSN (legal entity code 306159927, VAT code LT100015377815, home address P. Lukšio g. 26, Kaunas, same business address.
  3. The online booking system allows to purchase a gift voucher:

3.1. Able-bodied natural persons, i.e. persons who have reached the age of majority and whose legal capacity has not been restricted by a court.

3.2. minors aged between 14 and 18, with the consent of their parents or guardians, unless they have their own income.

3.3. Legal entities may act through authorized representatives

3.4. as stated in this point above.

  1. DSN reserves the right to modify and add to these Terms and Conditions at any time. The Terms and Conditions applicable at the time of purchase will govern the purchase of a gift voucher.
  2. DSN assumes no responsibility and is not liable if the Customer or Gift Voucher User fails to read these Terms and Conditions. If there is a disagreement between the payer and the redeemer of a gift voucher, the person who paid for the gift voucher is responsible for ensuring that the redeemer is aware of these Terms and Conditions.

CHAPTER II. PURCHASING A GIFT VOUCHER

  1. To purchase a gift voucher, fill out the gift voucher purchase form on DSN’s electronic reservation system, diamondhouse.lt. After selecting the desired value of the gift voucher and completing the purchase form, the customer will be directed to a payment system where they can enter payment card details (Visa, Maestro, Mastercard).  By clicking on the “SUBMIT ORDER” button after entering payment card details, the Customer and DSN enter into a contract for the purchase of the Gift Voucher, and the Terms and Conditions become binding.  After payment is received by DSN, a gift voucher will be sent to the Customer’s email address.  DSN is not responsible if the customer provides an incorrect email address and the gift voucher is not received. At the time of purchasing a gift voucher, there is no issuance of a VAT invoice.
  2. The gift voucher itself acts as proof of the holder’s right to use the services or purchase goods for the amount stated on the voucher. The gift voucher can be used to acquire services at the DSN Hotel, P. Lukšio g. 26, Kaunas.) but pre-registration is required if the voucher is for services.  Services are provided in accordance with the DSN’s internal rules,  which the gift voucher holder is deemed to have read and agreed to when subscribing to any DSN services.
  3. If the cost of requested services or goods is higher than the gift voucher’s value, the difference must be paid in cash or by credit card, unless otherwise agreed.
  4. If the holder purchases goods or services for less than the voucher’s value, the remaining amount is non-refundable.
  5. The gift voucher is valid for 3 months from the date of purchase,
  6. unless otherwise stated, and must be used only once.
  7. If the gift voucher is not used within its validity period, it will expire and the money paid for the gift voucher will not be refunded to the holder.
  8. The gift voucher is not exchangeable for cash.
  9. Gift vouchers are non-refundable.

CHAPTER III. PERSONAL DATA PROCESSING

  1. To purchase a gift voucher, the Customer is required to provide the following personal data when logged in to the online booking system: personal data such as name, contact phone number, email, and payment card details.
  2. The purpose of collecting this personal data is for purchasing the gift card, payment, and contacting the Customer in case of any questions regarding the purchase. Without providing the required personal data, the Customer cannot purchase a gift voucher. If a gift voucher is purchased for another person, the Customer is responsible for ensuring that the person’s data is provided to DSN with their knowledge and consent.
  3. DSN will not keep personal data for longer than necessary or required by law. The retention period will be as long as necessary for the exercise and protection of the legitimate interests of DSN and the Customer or as long as the contractual relationship may give rise to legitimate claims. Personal data that are no longer needed will be destroyed.
  4. All personal data provided by the Customer will be processed in accordance with the Law on Legal Protection of Personal Data of the Republic of Lithuania and other legal acts regulating the processing of personal data.

CHAPTER IV. DISPUTE RESOLUTION

  1. In case of any disagreements or disputes that arise between the Customer and Harmony DSN regarding the purchase of a Gift Certificate, the parties shall first attempt to resolve the matter through negotiation. If this fails, the disputes shall be settled according to the procedure established by the legislation of the Republic of Lithuania.
  2. If the Customer has any questions regarding the purchase or use of the gift voucher, or wishes to make a claim or resolve a problem, they may contact DSN via email or in person at the address provided. info@diamondhouse.lt, tel. +370 63202020 or in person, at the address P. Lukšio g 26, Kaunas.
  3. For resolving consumer disputes out of court, the Client may contact the State Consumer Rights Protection Office whose contact information is available on their website at www.vvtat.lt or may fill out an application form on the Electronic Dispute Resolution Platform at http://ec.europa.eu/odr/.