Booking Terms and conditions

General terms & conditions

  • GENERAL TERMS AND CONDITIONS

    for reservations, payments and accommodation

    1. PREAMBLE

    These General Terms and Conditions for Bookings, Payments and Accommodation (hereinafter referred to as "GT&C") apply to hotel rooms and accommodation managed by "Lalov Egrek Management" Ltd. (hereinafter referred to as "The Hotelier") hotel rooms and guest rooms, bungalows, villas, apartments (hereinafter referred to as "sites" or "properties") for short-term (less than 180 days) accommodation in accordance with general rules, requirements of Bulgarian legislation and contracts with the owners of such sites or properties.

    These GT&C include the conditions below and apply to both the Hotelier and guests with verified bookings. Guests are kindly requested to familiarize themselves with and agree to these GT&C before booking. A hotelier has the right to cancel the reservation or subsequent check-in in this case if guests do not agree with current GT&C and refuse to accept them.

    1. THE DECLARATION OF PROCESSING OF PERSONAL DATA BY GUESTS AS REQUIRED BY THE EUROPEAN REGULATION (GDRP 2016/679)

    The hotelier has the right to collect and use information about the guests who record upcoming accommodation in the properties (reservation of the property for temporary stay). Check-in at the property is only possible by submitting personal documents certifying the identity of the guests and personal data. The personal data provided by the guests are protected under the Personal Data Protection Act and the normative acts regulating the protection of the information and are processed only in connection with the implementation of the established requirements of the Tourism Act in Bulgaria. Guests' personal data will only be used in connection with bookings made and will not be provided for other purposes.

    The information with which guests can be identified can be stored in the Single System of Tourist Information (ESTI), on the websites of the Hotelier or the websites of the internet service providers with which the Hotelier has concluded a contract for the storage of personal data. Personal information may include name, surname, address, telephone, e-mail address for correspondence details of identity document and any other information that guests transmit to the hotelier or his representative or fill in online when booking or filling in questionnaires, forms, vouchers and other connection with a request, receipt or use of the services provided by the Hotelier or participation in promotions , lotteries and competitions.

    The hotelier guarantees the confidentiality of the guest's personal data by declaring that they will not be used for purposes other than the purpose, namely:

    - Contact with the guest when specifying the details of the reservations and how to pay them

    - filling in forms (including with the help of the Hotelier or the Hotelier's representative) related to the receipt of the services;

    - filling in the register of guests in the ESTI;

    - Issuing invoices for payments received by guests

    - information on prices or services;

    - provision of services and maintenance;

    - notification of new services or products - provision of personalized promotional offers, etc.

    The hotelier is responsible for protecting the guest's information, which has become known to him/her about the booking through the Hotelier's website, except in cases of force majeure or accidental events.

    The booking forms filled in by the guests indicate the mandatory or voluntary nature of the provision of data and the consequences of refusing to provide them. By accepting these GT&C, the guest agrees that the information will be processed in the manner set out there.

    The restrictions do not apply if the guests or persons under their control have committed malicious actions within the meaning of these GT&C for use or have violated the rights or legitimate interests of third parties. In this case, the hotelier has the right to provide the personal information to the guests of the relevant competent state authorities, in accordance with the applicable legislation.

    The hotelier undertakes not to disclose any personal information about the guests and not to provide the collected information to third parties - companies, individuals and others, except in the following cases:

    - has obtained the explicit consent of the guests when booking or later

    - the information is required by public authorities or officials who, under the legislation in force, are authorised to request and collect such information in accordance with legal procedures;

    - in other cases specified in the law.

    The GT&C declaration must be provided to guests prior to the booking process and upon check-in at the property. Consent to the processing of personal data is confirmed by signature or by marking the relevant field (check box) when booking online.

    1. RESERVATIONS FOR ACCOMMODATION IN THE ESTABLISHMENTS

    Reservations for accommodation at the property for a certain period from a specified date are made by persons over 18 years old.

    Reservations are made individually or in the name of one of the guests, who is a leading guest for his entire group.

    For group booking, the lead guest - the group leader (guest representative) must be at least 18 years old and must be authorized to make the reservation based on these booking GT&C by all persons indicated on the reservation. The hotelier is not responsible and cannot be held responsible for the fact that the lead guest receives approval from the rest of the group, since the approval is the lead guest is solely responsible to the Hotelier and the other guests in his group.

    Reservations can be made through the following channels:

    - at reception (if the property has a reception) during the reception of the receptionist;

    - by telephone indicated in the contact details of the site, including through messengers (Viber, WhatsAp) where that phone is registered;

    - by email specified in the contact details of the site;

    - on the Hotelier's website;

    - through hotelier partner websites;

    The Hotelier or Partners of the Hotelier accepts the bookings from guests by recording their personal data from the ID and the following information:

    - type of reserved site(s);

    - Number of adults and children of specified age

    - Date of arrival and date of check-in

    - Additional requirements or additional services (extras).

    Guests can make a private reservation on the Hotelier's website or hotelier's partners if they fill in the booking form with the above mentioned details and explicitly confirm the authenticity of the said information. Prior to confirmation of the reservation, each guest (lead guest in case of group bookings) is obliged to agree to comply with the cancellation or change rules that apply to a specific reservation and are noted in the reservation system of the Hotelier or its partners' systems when creating the reservation.

    Reservations must be guaranteed with credit cards, prepayment or deposit. In this case, if the reservation cannot be guaranteed (upon booking by phone, received email or message sent via other channels) such reservation is considered unconfirmed and has validity 3 (three) working days after which it can be automatically cancelled by the hotelier's reservation system.

    Reservations are considered confirmed after the guest receives an appropriate e-mail from the Hotelier's reservation system or written confirmation by email from the official e-mail of the Hotelier. Booking messages, confirmation or cancellation may be transmitted through hotelier partners and online booking platforms. In the case of bookings with a payment policy requiring full or partial prepayment, the reservation shall be deemed to have been confirmed:

    - after the certification of the Hotelier's bank account if the payment is made by bank transfer;

    - after approval of the transaction by the servicing bank if the payment was made with a bank card at the physical POS terminal;

    - after confirmation by the Reservation System of the Hotelier regarding the successful completion of an online payment;

    - after issuing a receipt if the payment is in cash at the hotelier's cash desk.

    The hotelier reserves the right under all circumstances to refuse the guest to make a reservation without giving a reason. In case of cancellation by the Hotelier, all amounts paid by the guest on this reservation will be returned to the guest within 5 (five) business days.

    1. PRICES AND TARIFF PLANS

    Please note that the prices for accommodation at the specific property are based on the type of property, the duration of check-in, the period of the season for which the reservation is made, the number of guests, the booking channel, the selected tariff plan, the market situation and other factors forming the final price of the reservation.

    The prices specified in the reservation system include value added tax, tourist tax and other taxes that are applicable under the legislation in force.

    In the case of advance reservation of accommodation in a specific site for the specific dates, the Hotelier introduces tariff plans depending on the method of payment. Guests independently choose a specific tariff of options provided by the Hotelier.

    No deposit tariff plans (standard or basic plans) do not require an advance payment if the guest has provided the Hotelier or his partners with valid credit card information (including CVC) and the amount available on the card covers the full amount due on the reservation.

    Deposit plans or plans with partial prepayment (partially refundable plans) - guests must confirm the reservation made with online payment of the deposit (deposit) specified in the description of the property.

    Non-refundable plans - in order to book accommodation under this tariff plan, guests must pay full check-in.

    Hotelier can offer guests additional services (extras) that are not included in the check-in rate. Guest, if you wish to receive to the reservation the extras offered by the Hotelier, must mark the relevant check box for all selected extras to include these extras in the reservation and have to pay them the fee for the extras according to the tariff plan applicable to the specific reservation or otherwise indicated in the description of the extra.

    1. ONLINE PAYMENT AND OTHER TYPES OF PAYMENTS

    All payments must comply with the payment policy applicable to any booking made by all guests or their authorised representative.

    The payment policy depends on an entity, sales channel, and a selected tariff plan. The main type of payment on bookings made with the credit card is the same or another bank card that the guest pays at pos terminal upon arrival at the property. Cash payment is possible if specified in a description of the entity.

    Payments on tariffs plans with partial or full prepayment are made online through the Hotelier's website or websites of its partners through virtual POS terminals presented by servicing banks or online payment platforms.

    Payments may also be accepted by bank transfer if specified in a description of the site.

    After receiving the payment by bank transfer, the Hotelier within 5 working days issues a tax invoice for the amount paid and sends the guest the corresponding electronic message to confirm the reservation. In the case of payment by bank card or cash, Hotelier issues a receipt for the guest and, upon request, a tax invoice.

    1. CANCELLATION OR MODIFICATION OF BOOKINGS BY GUESTS

    In all cases, the Hotelier accepts only cancellations made by the same guest who made the reservation or his authorized representative.

    If any other cancellation policy is not specifically agreed between the guest and the Hotelier prior to cancellation, the following policies apply by default.

    Tariff plans without deposit

    • the reservation must be confirmed with a valid credit card with sufficient availability – deposit (deposit) is not required;
    • full payment is due on arrival prior to receipt of the key or access code to the site;
    • guests can cancel bookings without penalty up to 7 days prior to arrival.
    • 30 (trideet) per cent of the full price of the reservation will be blocked on the card 7 day prior to arrival.
    • Guests will be charged a penalty of 30 (thirty per cent) of the full price of the reservation if they cancel the reservation later than 7 days prior to arrival, or shorten their stay, or do not show up at 08:00 in the morning after the date of arrival of the reservation ("no-show").

    Partially repayable tariff plans

    • unconfirmed bookings can be made without a credit card;
    • guests must confirm the reservation no later than 3 working days with payment of a deposit of 30% of the full price of the reservation (100% if until the date of arrival is less than 3 days);
    • the remaining amount is due to pay the arrival before receiving the key or access code to the site;
    • guests can cancel bookings without penalty up to 7 days prior to arrival;
    • the deposit paid is returned to the guest within 30 days on the same card/account from which it was paid with a reduction in bank expenses;
    • A penalty of 30% of the full price of a reservation (amount of deposit paid) will be charged if the reservation is cancelled later than 7 days until the date of arrival or in the case of "no-show".

    Non-refundable tariff plans (early bookings, special discounts, etc.)

    • the reservation must be confirmed by full payment of the reservation;
    • in this case, if the reservation is confirmed by the credit card, the full price of the reservation can be withdrawn from the card at any time;
    • all payments (withdrawals) on such reservation are non-refundable.

    All bank fees upon return of a deposit are at the expense of the guest.

    Any changes in the number of rooms or changes in the number of guests must be confirmed by the Hotelier.

    The hotelier strives to help with all the changes that the guest makes.

    The hotelier reserves the right not to accept changes to the reservation.

    Only refusals made by the lead guest shall be taken into account.

    The refusal must be made through the Hotelier's website, partner portal or e-mail.

    1. AMENDMENTS AND CANCELLATION BY THE HOTELIER

    In case of cancellation or modification made by the Hotelier, he strives to provide guests with premises of the same or better quality.

    If there is no alternative accommodation or if the guest does not accept this, the Hotelier will refund all guests paid by him in full.

    1. ARRIVAL AND DEPARTURE

    Check-in time is from 14:00, departure until 12:00 if the property does not specify the other time.

    The hotelier strives to provide all guests with their reservation with the valid credit card, deposit or full payment the possibility of self check-in at any time from 14:00 on the date of arrival. Guests can notify their arrival time in writing and the hotelier is requested to arrange a meeting at other times, but no later than 23:59 on the day of arrival.

    The standard check-out time is until 12:00 if another time is not specified in the site description.

    1. GUEST RESPONSIBILITIES

    Before booking, guests must accept these GT&C published on the Hotelier's website and the policies specified in the hotel description.

    Guests must maintain cleanliness and general order and departure to preserve the terrain, building, facilities, equipment, furniture, furniture and inventory in the same condition as there were on arrival.

    The guest is solely responsible for any damage, loss or damage to the property. The group leader shall be responsible for any loss or damage caused by the members of the group. The guest is obliged to compensate the Hotelier for losses and damages exceeding normal wear and tear when using the site as intended.

    The hotelier recommends that guests, and especially group leaders, take adequate insurance coverage for all members of the group.

    The hotelier has the right to charge the guest's bank card (the group leader's bank card) with the amount of loss or damage for which the guest (the group leader) refuses to pay the compensation.

    1. SECURITY DEPOSIT

    A security deposit to cover the cost of potential damage or damage may be required as a special condition for booking and accommodation in a certain type of property. This condition must be explicitly stated in a description of the site or in special conditions for booking this property. A deposit is paid online, by bank transfer or in cash at the Hotelier's cash desk prior to check-in at the property and returned to guests upon (or after) departure if damage or damage is not caused. The deposit is returned in the same form as paid. The hotelier reserves the right to make deductions from a security deposit for additional cleaning and to claim compensation for expenses above the amount of the security deposit.

    1. NUMBER OF PEOPLE USING AN OBJECT AND EXTRA BEDS

    The number of persons using the property must always be respected by the guest, as it must not exceed the maximum number of guests set when booking the property.

    Only the persons indicated at the time of booking can use the property without prior consent. Please note that extra beds are only available at sites where they are allowed. If the property's policies do not contain any other order, extra cots can be used for children under 2 years old and folding beds from children up to 16 years old.

    1. ACCESS

    The hotelier or his representatives must have access to the property to perform emergency maintenance and/or inspection.

    1. BED LINEN

    All tariff plans include bed linen, sheets, towels, which are usually changed every third day, unless otherwise agreed. Beach towels are changed every seventh day.

    1. HOLIDAYS AND SOCIAL EVENTS

    Any private celebrations and gatherings (e.g. party, wedding, cocktail) at the site that the guest wishes to organize must be approved in advance by the Hotelier.

    Additional fees and/or increased security deposit may apply and the amount is at the discretion of the Hotelier

    1. SECURITY AND PRECIOUS ITEMS

    Any valuables left at the property remain at guests' own risk, even if they are deposited in the safe. The hotelier is not responsible for any losses that may occur to the guest. No refund will be granted if guests decide to vacate the property as a result of burglary.

    1. INFORMATION

    Photographs are allowed for personal use only.

    The hotelier reserves the right to make changes to the specifications of the property, which are considered necessary according to the operational requirements.

    In the interests of continuous improvement, the Hotelier reserves the right to change the furniture, accessories, amenities, facilities or part of the activities announced or available in advance without notice. In case of significant changes after confirmation of the reservation, the Hotelier shall notify the lead guest if there is time before arrival.

    1. PETS

    Pets are not allowed. The hotelier reserves the right to allow guests to bring their pets of certain species or species at the discretion of the Hotelier. The number and weight of pets must be agreed prior to booking.

    The hotelier reserves the right to add an additional fee and /or increase the collateral in cases where the guest carries pets.

    In the event that the Hotelier does not allow the pets at the property, the guest can not bring the pet, and if he does, the Hotelier may refuse the guest with a pet to enter the property, in which case the guest must pay the full amount of the reservation, which has not been paid and is not entitled to a refund.

    1. THE ENVIRONMENT

    A particular site could be surrounded by fields, forests and other rural areas, which can cause manifestations of flora and fauna, e.g. mosquitoes, wasps, ants, etc., as well as consequences of other environmental activities, e.g. agriculture, sanitation, etc.

    1. LIABILITY

    The hotelier is not responsible for the death or personal injury of the guest or a member of the group accommodated on the reservation or any other person at the property.

    The hotelier shall not be liable for any loss, violation or delay for a reason beyond our reasonable control, including, but not limited to, god, explosion, storm, fire or accident, war or threat of war, civil unrest, actions, restrictions, regulations, regulations or measures of any kind by the government or local authority, strikes, lockout or other industrial action or disputes or adverse weather conditions.

    In each of the mentioned cases, the Hotelier has the right to treat the reservation as closed.

    In the case of discharge, liability shall be limited to the reimbursement of the amounts paid in respect of the unused part of the rent calculated on a daily basis free of charge, with the exception of an administrative fee of EUR 50 to cover the reasonable costs of the Hotelier.

    The hotelier is not responsible for the damage to mechanical equipment, such as pumps, boilers, air conditioners, filtering systems for swimming pools, nor for the interruption of utilities such as water, gas and electricity.

    Neither the Hotelier nor the property owners nor their employees are responsible for noise or disturbances arising beyond the boundaries of the property or beyond their control.

    The hotelier is not responsible for events beyond his control, e.g. bad weather, including events occurring as a result of very hot or unusual weather, delays caused by carriers, damage to home equipment

    1. DISPUTES

    The hotelier and guests will resolve the disputes arising from the execution of bookings, payments made and damages incurred during check-in at the property through understanding and mutual discounts.

    When reaching an agreement proves impossible, the parties will initiate a mediation procedure with the help of the lawyer licensed for mediation in the town of Varna. will accept the mediator's decision as final.