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House rules

Győr Water Adventure Park and Thermal Spa

For your safety and carefree enjoyment, please read carefully the current House Rules of the Győr Water Adventure Park and Thermal Spa (hereinafter referred to as the “Complex”).

I. GENERAL PROVISIONS

  1. By purchasing any service of the Complex, the Guest acknowledges, accepts, and agrees to be bound by the provisions of these House Rules.

  2. It is the fundamental duty of our staff to ensure polite, high-quality service and a pleasant environment for our Guests, and to enforce all applicable health, safety, and official regulations.

  3. In accordance with relevant health regulations, we ensure that the water quality of all pools meets official requirements, including:

    • Daily draining and complete water replacement of pools operated with a fill-and-drain system.

    • Ensuring clarity and microbiological safety of water returning to pools operated with filtration systems.

    • Prescribed cleaning and disinfection of pools after daily draining and of all bathing areas after closing.

    • Maintaining prescribed water temperatures, monitored by control measurements every three hours.

    • Continuous cleaning and maintenance of the pools and the entire Complex.

  4. Services of the Complex may only be used with a valid ticket and at one’s own responsibility. A zone-based access control system operates within the Complex; Guests must hold a valid ticket for the respective zone. In case of non-compliance, staff may request the Guest to leave the Complex.

II. OPENING HOURS, TICKETING AND PAYMENT INFORMATION

  1. The opening hours of the Complex are displayed in a clearly visible location at the main entrance and on our website: www.rabaquelle.hu.

  2. The cashier desk operates during the Complex’s opening hours. Guests must leave service areas no later than 15 minutes before closing and must exit the Complex by closing time.

  3. Current prices are displayed at the reception desks. The right to change prices is reserved.

  4. Tickets and services may be paid for at the reception by cash, bank card, SZÉP Card, or a valid gift voucher accepted by the Complex. No cash or change vouchers can be issued when paying with gift vouchers. We are not liable for temporary malfunctions of card payment terminals.

  5. No cash refunds are provided for services paid by bank card or SZÉP Card in the event of cancellation, except in special cases (e.g. technical issues).

  6. Please inform us in advance if you intend to pay by bank card, SZÉP Card, gift voucher, or require a VAT invoice.

  7. Purchased tickets are valid only for the service for which they were issued. Admission tickets allow single entry only.

  8. Discounts cannot be combined with other promotions. Gift vouchers are non-redeemable for cash. Expired vouchers or passes are invalid. Extensions are possible only upon presentation of a medical certificate and subject to individual approval by management.

  9. Guests entitled to discounted tickets include:

    • Children aged 0–3 (with valid ID)

    • Youth aged 14–18 (with valid ID)

    • Persons under 18 (with valid ID)

    • Pensioners (with valid ID and pensioner certificate or MÁK card)

    • Persons with hearing, visual, intellectual, or mobility impairments (with valid certificate)

    Parking permits for persons with disabilities are not accepted as proof of eligibility. Discounts do not apply to accompanying persons.

  10. Prior to ticket issuance, staff verify eligibility for discounted tickets. If eligibility cannot be proven, the full-price ticket must be paid. Complaints after leaving the cashier desk are not accepted, except with management approval in specific cases (e.g. incorrectly issued ticket, emergency departure).

  11. In catering units, payments are made via the DEBIT system (preloaded wristband credit) and/or bank card or SZÉP Card. Cash is accepted only at Hello Café.

Credit can be loaded at designated locations. Unused balance may be refunded before exit using the original payment method. After leaving the cashier area, refunds are not possible. Lost or unredeemed wristbands are not reimbursed.

  1. In the event of technical issues, operational disruptions, guest-caused damage (e.g. water contamination), or force majeure, the Complex excludes liability and does not refund fees for services already used. Opening hours and services may be modified or suspended. In extraordinary cases (e.g. bomb threat, storm, hygiene issues), Guests must immediately leave pools upon staff instruction.

  2. In case of full capacity, ticket sales and services may be temporarily suspended.

III. REGULATIONS REGARDING BATHING SERVICES

  1. Children under 14 may only stay in the Complex under parental supervision or accompanied by an adult (18+), and may use services solely under the adult’s responsibility.

  2. Thermal pools may only be used by children under 14 with a medical prescription. Recommended bathing times are displayed at each pool. Use is at the Guest’s own risk. Contraindications include, among others, fever, infectious diseases, cardiovascular conditions, epilepsy, pregnancy, intoxication, and open wounds.

  3. Groups of children must be accompanied by a responsible supervisor at all times.

  4. For non-toilet-trained children, the use of swimming diapers or special swimwear is mandatory.

  5. Persons with severe disabilities or requiring assistance may only use the Complex accompanied by a helper, at their own responsibility.

  6. Persons with infectious diseases, fever, visible intoxication, or under the influence of drugs or intoxicating substances are not permitted to enter or use services.

  7. Persons with visible medical conditions may only use pools and common areas with a medical certificate and appropriate protective swimwear.

  8. Lockers operate with the wristband provided at entry. Guests are responsible for correct use. Items left in lockers are not the responsibility of the Complex.

  9. Guests must take care of facilities, equipment, and plants. Damage caused intentionally or negligently may result in compensation claims.

  10. Showers and toilets must be used properly and kept clean.

  11. Despite non-slip flooring, there is an increased risk of slipping. Non-slip footwear is mandatory in wet areas.

  12. Wheelchairs are permitted. Pool lifts are available.

  13. Baby strollers are allowed.

  14. Street clothing is strictly prohibited in bathing areas. Swimwear is mandatory in pools; in the sauna area, nude sauna use is required with sauna sheets or towels.

  15. It is strictly prohibited to litter, damage property, bring outside food or drink (except at own risk), behave indecently, disturb others, enter restricted areas, bring animals (except certified assistance dogs), or engage in any behavior that endangers others.

  16. All Guests must follow staff instructions and posted signs.

IV. FIRST AID AND COMPLAINTS

  1. Trained staff are available for first aid and will call medical services if necessary. Incident reports are recorded.

  2. The Complex holds liability insurance. No liability is accepted for accidents caused by improper use or Guest negligence.

  3. The “Book of Complaints” is available at the main reception. Complaints are investigated and answered within 30 days.

V. SAFEKEEPING OF VALUABLES

  1. CCTV operates throughout the Complex for security purposes. Recordings are stored and deleted in accordance with data protection laws.

  2. The operator is not responsible for unattended items.

  3. Valuables storage is available at the entrance of Locker Area I.

  4. Found items should be handed in at reception.

VI. SLIDES AND ATTRACTIONS

  1. Slides may only be used by persons meeting age, height, and weight requirements.

  2. Slides may not be used by persons under the influence of alcohol or drugs, or by those unable to swim.

  3. Slides and attractions are supervised by staff. Use is at one’s own risk.

VII. MISCELLANEOUS PROVISIONS

  1. On-duty supervisors are considered public officials and are entitled to legal protection.

  2. These House Rules are displayed at reception.

  3. Compliance is enforced by management and staff.

  4. Catering units operate only during opening hours.

  5. Commercial activities, advertising, recording without permission, illegal gambling, and unauthorized music provision are prohibited.

  6. Free public Wi-Fi is available in certain areas; uninterrupted service is not guaranteed.

  7. The operator may record photo and video material for marketing purposes.

  8. No consent is required for crowd recordings in accordance with Hungarian law.

  9. Smoking is prohibited throughout the Complex except in designated areas.

  10. Any extraordinary events must be reported immediately to staff.

  11. Guests refusing to comply with the House Rules may be denied service.

  12. Serious violations may result in removal from the Complex, with authorities involved if necessary.

Effective from: 17 June 2023

We wish you a pleasant stay and enjoyable time at the Győr Water Adventure Park and Thermal Spa!

Imre Kovacsics
Managing Director

Operator: Rába Quelle Ltd.
9025 Győr, Fürdő tér 1.
rqgyor@rqgyor.hu

Kovacsics Imre
CEO

Üzemeltető:

Dear Guest!

We would like to inform you that you can make your complaint in the following ways:

Verbally: We recommend that you make your complaint verbally on site if possible. We strive for a personal and good relationship with our guests, so we try to resolve perceived or real errors immediately on the spot. If your complaint cannot be investigated immediately, or if we do not agree with it, we will always record it.
In writing: If you want to make a complaint in writing, you can do so in the published Buyers' Book, by post or by e-mail at the above contact details. We will send a written response to your complaint within 30 days.
By phone: +36 96 514 900

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