Accommodation conditions

  1. RESERVATION CONDITIONS

1.1. You could make a reservation for “Balkan” hotel and restaurant in one of the following ways:

  • write to us at e-mail: hemus.reception@gmail.com;
  • send an inquiry from the contact form on our site;
  • call phone: 0879406723 ; 0879406729
  • welcome on site at the hotel.

1.2. Once we have received and processed your request, we will contact you to confirm availability.

1.3. You will receive a confirmation of the reservation made to the e-mail you specified. It describes the type and number of rooms booked, the date of check-in and check-out of the hotel, the number of adults and children specified in the reservation request, the basis of meals and the amount due.

1.4. At the hotel’s discretion, an amount of up to 50 (fifty) % of the total amount of the reservation may be specified as a required security deposit to be paid before check-in. We expect payment from you within 3 (three) working days after sending our e-mail (unless another period is agreed between the parties). The rest of the amount of your entire reservation is payable on the day of check-in. If you wish to cancel a reservation for which a security deposit has been transferred, the penalties described below in the cancellation conditions apply.

1.5. If a deposit is requested in advance, your reservation is valid, but is considered to be finally CONFIRMED after making the specified payment for the specific request and receiving confirmation of received payment by e-mail.

1.6. If payment is not made within the described period, the hotel reserves the right to cancel the reservation.

  1. CANCELLATION TERMS

2.1. You can cancel your reservation in one of the following ways:

  • write to us at e-mail: hemus.reception@gmail.com;
  • let us know from the contact form on our site.

2.2. In case of cancellation of a confirmed reservation up to 10 (ten) days before arrival, the customer does not owe a penalty, except in the case of reservations made under special holiday packages, in which the terms for reservations and cancellations are additionally described.

2.3. In case of cancellation of the reservation 10 (ten) but not less than 3 (three) days before arrival, you owe a penalty of 50 (fifty) % of the total amount paid as

deposit.

2.4. In case of cancellation of the reservation less than 72 (seventy-two) hours before check-in or in case of no-show on the day of check-in, the amount paid

advance on your reservation will not be refunded, and the reservation is considered canceled.

2.5. The hotel reserves the right to cancel a confirmed and paid reservation in case of force majeure and other reasons beyond the control of the hotelier.

In these cases, the hotelier:

  • Offers the client accommodation for another period, keeping the same conditions and prices.
  • Refunds the deposit paid by the client within 30 (thirty) days from the date of receipt of a written request for this from the tourist, without paying a penalty to the same.
  1. ACCOMMODATION CONDITIONS

3.1. Check-in and check-out hours:

  • Check-in every day after 14:00.
  • Check-out by 12:00 p.m.

3.2. If the room is released later, the first overdue hour is subject to payment at the rate of 10 (ten)% of the overnight stay, the second overdue hour at 50(fifty)% and the third and more hours at 100 (one hundred)%. Reservations are held until midnight on the relevant day of arrival.

3.3. Pets are accommodated for an additional fee of BGN 12 per night.

3.4. Check-in at the hotel takes place through the presentation of personal documents certifying the identity of the guests. The data provided by you are protected in accordance with the Personal Data Protection Act and the normative acts regulating the protection of information and are processed only in connection with the implementation of the established requirements of the Tourism Act. Please familiarize yourself with the POLICY FOR THE PROTECTION OF PERSONAL DATA OF CUSTOMERS OF “KB Group” OOD (section “Privacy Policy”).

  1. PAYMENT METHODS
  • Cash at the hotel
  • With pos terminal.
  • By Bank account:

Bank: DSK EAD

BIC: STSABGSF

IBAN: BG70STSA93000021492672

  1. RIGHTS AND OBLIGATIONS OF THE PARTIES

5.1. The hotel undertakes to provide the client with the services requested and paid for in full.

5.2. The hotel undertakes not to change the price of the services requested by the client, except in exceptional cases when this is economically justified.

5.3. The hotel is not responsible for damages caused by the actions of third parties.

5.4. All complaints related to the quality of the paid services must be submitted by the customer on site at the hotel for the elimination of weaknesses. The submission is made in writing. In the event that the claims are not satisfied, the customer should request a report from the responsible person. Within 3 (three) working days after its preparation, the client will receive the official opinion on the problem from the hotel management.

5.5. Amounts for services requested but not used in whole or in part due to the client’s fault are not refundable.

5.6. All prices announced on the “Balkan” hotel website, as well as in the hotel’s e-mail messages sent to the client, are in Bulgarian leva, including VAT and tourist tax. In some cases, they may be tied to other offers, promotions and terms. If you need additional information about our offers, our team is at your disposal.

5.7. Costs for additional services are not automatically calculated in the final price and must be paid separately at the hotel.

5.8. The hotel is not responsible for lost, forgotten or stolen items from the rooms, kept outside the personal safe in them, the restaurants or the spa, as well as for damages caused by third parties.

5.9. The customer assumes the responsibility to observe generally accepted norms of good behavior during his stay at the hotel. All costs for material damage caused to the hotel are owed by the customer.

5.10. In accordance with national legislation, smoking is not allowed in the rooms of the Balkan Hotel. Therefore, in case of non-compliance with them, the hotel  reserves the right to impose, without prior notification, a fee in the amount of BGN 150.00.

5.11. Customers using the hotel’s services must be of legal age according to Bulgarian legislation /at least 18 (eighteen) years old/. Children are only admitted if they are accompanied by their parents or other legal representatives. Customers are obliged not to leave their children unattended on the territory of the hotel and restaurant.

5.12. The hotel reserves the right to change the information on this page and the General Terms and Conditions at any time. Although every effort is made to provide true and accurate information, this cannot always be guaranteed.

5.13. When a customer makes a reservation, he is considered to have read and agree to these General Terms and Conditions. Reservations accepted by phone, e-mail or through our website are considered to be an emerging contractual relationship. The payment made is considered acceptance of the General Terms and Conditions for staying at the hotel.

5.14. For all disputes and legal issues not settled by these General Terms and Conditions and the Privacy Policy and arising in connection with the use of the site www. hotelbalkan-gabrovo.com, the statutory mandatory provisions in the Republic of Bulgaria are in force.