General Terms and Conditions
General Terms and Conditions for online reservations on the website of
HOTEL BURGAS BEACH
RESERVATIONS AND ACCOMMODATION
The Hotel, hereinafter referred to as the “Hotel”, undertakes to ensure the use of the services requested and paid for by the client through an online reservation, in their full quantity and quality according to the data provided by the client via the reservation form for: client name, period, number of nights, number of adults and children /number and years/, price per night. The client is responsible for incorrectly and inaccurately submitted information, and the Hotel reserves the right to charge a penalty /penalty fee/ upon accommodation different from that specified in the initial reservation.
The “Additional information” field in the reservation form is not binding for the Hotel and all client requests entered in the said field will be satisfied only if possible.
Upon a successful reservation, a reservation confirmation is sent by e-mail, indicating all reservation details, including the reservation price and the method for changing or cancelling the reservation.
PRICES AND PAYMENT
The prices on the Hotel’s website are in Bulgarian leva (EURO), inclusive of VAT, tourist tax and insurance. For the sole purpose of visibility and information, when making a reservation the amount may also be displayed in other currencies. The total amount due by the client is calculated automatically depending on the number of days, the number of adults and children, as well as their ages, and the current price offer for the respective period.
When making online reservations for guarantee purposes, it is necessary to pay the amount stated as a deposit in the reservation form and in the reservation confirmation from the total amount of the reservation at the moment of reservation, by debit/credit card, or no later than within the timeframe indicated after the reservation by bank transfer.
In the event of incorrectly completed details on your part during a reservation, we inform you that the Hotel reserves the right to request additional payment on the day of check-in.
The Hotel reserves the right to change prices and special offers on its website depending on demand and currently available vacancies. For already made, confirmed and paid reservations, the amount due does not change regardless of newly presented price offers.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In case of cancellation, non-use or change of an already paid online reservation by the client, the Hotel, upon request, refunds the paid amount while charging the respective penalty stated in the terms for change or cancellation announced during reservation and in the reservation confirmation sent by e-mail:
When refunding a paid amount, all transfer expenses (bank fees and others) are at the client’s expense. Refunds due to cancellation are made within a 30-day period depending on the payment method; amounts are refunded only and exclusively to the bank account from which they were received. Your card details are used only by the intermediary bank and are not stored by us.
The following cancellation/no-show policy applies to reservations with a check-in date 14+ days from the reservation date:
- No fees are charged if the client makes cancellations or changes to confirmed reservations more than 14 days prior to arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days prior to arrival, a fee of 50% of the total reservation amount applies.
- In case of “no-show”, a fee of 50% of the total reservation value applies.
- In case a guest leaves before the reserved check-out date, the hotel will retain 30% of the value of the unused services.
The following cancellation/no-show policy applies to reservations with a check-in date up to 14 days, inclusive, from the reservation date:
- No fees are charged if the client makes cancellations or changes to confirmed reservations more than 14 days prior to arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days prior to arrival, a fee of 100% of the total reservation amount applies.
- In case of “no-show”, a fee of 100% of the total reservation value applies.
PAYMENT METHODS
Payment may be made in 3 different ways:
- Electronically by debit or credit card
We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic or Maestro cards. When choosing this payment method, a payment page of our обслужваща bank (DSK) opens, where you enter your card details. If you are registered in the authentication schemes Verified by VISA or MasterCard SecureCode, an authentication page of your issuing bank opens, where you enter your authentication password. Upon a successful transaction, a transaction receipt is displayed on the screen, which you print or save.
Your card details are used only by the intermediary bank and are not stored by us.
To protect you from misuse when paying with your Visa or MasterCard card, we apply the best practices recommended by international card organizations:
- Security during entry and transmission of card data is ensured through the use of the SSL protocol to encrypt the connection between our server and the payment page of our обслужваща bank.
- The authenticity of your card is verified by entering a security code (CVV2).
- In addition, for identifying you as the cardholder, the e-commerce payment server of our обслужваща bank supports the authentication schemes of international card organizations – Verified by VISA and MasterCard SecureCode, if you are registered to use them.
At the moment of the online reservation, the mentioned amounts will be automatically debited from your card upon completion of the payment process.
From a security point of view, the maximum amount for card payment is 10,000 euros.
- By bank transfer
Payment of the specified amount must be made no later than within the timeframe indicated after the reservation. After making the payment, it is advisable to send a copy of the payment document to the Hotel, and it is mandatory to enter the reservation number in the payment reference.
- In cash, at the Hotel reception
For reservations with a start check-in date within the next 3 days, it is advisable to choose payment in cash at the reception in order to speed up the processing of the reservation.
IMPORTANT!
If the internet reservation is not paid within the specified timeframe and, in case of payment by bank transfer, a copy of the payment document has not been sent, your reservation will be automatically cancelled by the reservation system.
In case you are unable to pay the amount for an already made online reservation, please notify us at e-mail: booking@hotelburgas.eu. If this condition is not complied with, the Hotel has the right to seek liability and penalties for made and unpaid reservations.
Please address your questions related to online reservations at the Hotel to e-mail booking@hotelburgas.eu, or call by phone: +359 878 603 221.
For questions related to a completed payment or if assistance is needed, clients may contact us at:
Phone: +359 878 603 221
E-mail: booking@hotelburgas.eu
PERSONAL DATA
Your personal data are protected in accordance with the legislation of the Republic of Bulgaria and are used solely by the Hotel’s reservation department.
The protection of your personal data is important to us. Therefore, we process your information exclusively on the basis of applicable legislation, specifically the GDPR, the Personal Data Protection Act (PDPA) and the Electronic Commerce Act (ECA).
We do not provide data to third parties, except to specialized reservation software and to the payment processing payment service provider (bank, PayPal, ePay).
In the case of an unfinished order, we delete the data entered for it. In the case of a completed order and a contract performed by us on the basis of Art. 6(1)(a) and (b) of the GDPR, we store all data relating to the relationship until the expiry of the 10-year term provided for in Art. 12 of the Accountancy Act.
In order to continue with the reservation, it is necessary to declare that you are familiar with and agree with these GENERAL TERMS AND CONDITIONS FOR ONLINE RESERVATIONS OF THE HOTEL.
COOKIE POLICY
To ensure that you receive the most appropriate information and the best service when you visit our platform, we use so-called “cookies”. They help us (as well as other authorized third parties) to provide you with a personalized experience when using our services, to improve them and to provide you with more relevant content.
To make sure you understand why we use “cookies”, we have prepared this Cookie Policy – from it you will learn what technologies we use, what they do and what choices you have in connection with their use.
Company details:
Company: “RUGEN” OOD
Address: Resort complex Sunny Beach
UIC: BG102040667
E-mail: booking@hotelburgas.eu
ACCESS CONTROL REGIME
- Check-in at the hotel begins after 12:00, with lunch, and the rooms are ready after 15:00. Check-out is until 11:00 in the afternoon. Until 11:00 we ask guests to vacate the hotel rooms. In case of non-compliance, without prior arrangement, additional fees are charged.
- The complex is under 24-hour security, video surveillance and controlled access at entrance and exit.
- Control of compliance with the access control regime is carried out by the Security Guard.
- Each guest may be registered after presenting an identity document.
- Throughout the entire stay, guests must wear on their wrist the bracelet received from Reception upon check-in. It is forbidden to give the bracelet to other persons.
- Bringing external persons into the Complex is done after their registration at Reception.
- Entry of guests into service premises is not permitted.
- Bringing weapons, flammable and explosive items is prohibited.
- Bringing pets by guests of the Complex is prohibited.
- The management of the Complex is not responsible for personal belongings and valuables left unattended by guests.
- The mini water park has specific safety requirements. They vary for the different facilities – according to height, kilograms, etc.
SUPERVISORY AUTHORITIES
Control over the trader’s activity is exercised by:
Consumer Protection Commission (CPC)
Address: Sofia 1000, Slaveykov Sq. No. 4A
Website: www.kzp.bg
Phone: 0700 111 22
Commission for Personal Data Protection (CPDP)
Address: Sofia 1592, Prof. Tsvetan Lazarov Blvd. No. 2
Website: www.cpdp.bg
Phone: 02 915 3 518
Users may submit complaints and signals to the specified authorities in case of violation of their rights.
Dispute resolution and complaints regarding payment
In the event of a dispute regarding a payment made by bank card, the Client should immediately contact the trader at the specified contacts.
Disputes are considered in accordance with the Payment Services and Payment Systems Act, the Consumer Protection Act and applicable Bulgarian legislation.
The Client has the right to file a complaint:
- directly to the trader;
- through their обслужваща bank (card issuer);
- through the competent supervisory authorities.
The trader reviews submitted complaints within 30 days of receipt.
If an agreement cannot be reached, the dispute may be referred to the conciliation commissions at the CPC or to the competent Bulgarian court.
