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GENERAL TERMS AND CONDITIONS OF TROYAN PLAZA **** HOTEL

  1. RESERVATION CONDITIONS

1.1. You can make a reservation in Troyan Plaza **** Hotel in one of the following ways:

1.2.. After we receive and process your request, you will receive a booking confirmation at the email address you provided or by phone.

1.3. . In order to confirm your reservation at the discretion of the hotel, as a required security deposit, the amount to be paid in advance before check-in will be indicated. Payment is expected from you within 3 (three) working days after receiving the confirmation. The rest of the amount of your reservation is paid on the day of accommodation.

1.4. For reservations on package and holiday offers, the hotel requires a deposit of 50 (fifty)% of the total amount of the reservation (unless otherwise agreed between the parties). Payment by you is expected within the period specified in the confirmation. The rest of the amount of your reservation is paid on the day of accommodation.

1.5. If a deposit is required in advance, your reservation is valid and is considered finally CONFIRMED after making the specified payment on the specific request.

1.6. . In case of non-payment within the described period, the hotel reserves the right to cancel the reservation.

1.7. When a client makes a reservation in Troyan Plaza **** Hotel, it is considered that he has read the present general conditions and agrees with them.

 

  1. CONDITIONS FOR CANCELLATION OF RESERVATION

2.1. АCancellation of your reservation must be done in writing by e-mail: reservations@troyanplaza.com

2.2. . Upon cancellation of a confirmed reservation 20 (twenty) days before the date of accommodation, the client does not owe a penalty (does not apply to package and holiday offers)

2.3. In case of cancellation of a confirmed reservation within 19 (nineteen) to 3 (three) days before the date of accommodation or in case of no-show on the day of accommodation, you owe a penalty of 50% of the total amount of the reservation paid as a deposit. (does not apply to package and holiday offers)

2.4. If the reservation is canceled less than 72 (seventy-two) hours before check-in or in case of no-show on the day of check-in, the amount paid in advance on your reservation will not be refunded and the reservation will be considered canceled.

2.5. . Upon cancellation of a confirmed reservation on a package and holiday offer within 30 (thirty) to 14 (fourteen) days before check-in, the client owes a penalty of 50 (fifty)% of the total amount paid as a deposit.

2.6. In case of cancellation of a confirmed reservation on a package and holiday offer less than 14 (fourteen) days before check-in or in case of no-show on the day of check-in, the amount paid in advance on your reservation will not be refunded and the reservation is considered canceled.

2.7. Troyan Plaza **** 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 accommodation for another period, while maintaining 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, and does not owe a penalty to the same.

If restrictions are imposed on the distribution of COVID-19 by an administrative or regulatory act, the hotel prepares a voucher for the value of the advance payment. The voucher can be used by the user within up to 1 / one / year from the date of cancellation.

2.8. . The above conditions for cancellation of reservations for holiday packages are valid only if no other ones are specified during the preparation of the package itself.

  1. ACCOMMODATION CONDITIONS

3.1. Check-in: after 14:00

Check out: until 12:00

If you want to vacate the room later or extend the stay, please contact the Reception and state your wish.

If the room is vacated later, an additional fee of BGN 10 will be charged for each overdue hour until 17:00. After this hour 100% of the value of the night is paid.

3.2. Reservations are kept until 18:00 on the day of arrival, unless the guest has requested a late check-in.

3.3. Pets are not allowed in the hotel.

3.4. Accommodation at the hotel is done by presenting personal documents proving the identity of the guests. The data provided by you are protected in accordance with the Personal Data Protection Act and regulations, GDPR 2016/697 (EU), regulating the protection of information and are processed only in connection with the implementation of the requirements of the Tourism Act. This information will only be used in connection with your reservations and will not be provided for other purposes.

 

  1. ACCOMMODATION PRICES

4.1. All prices announced on the website of “Troyan Plaza” **** hotel, as well as e-mails sent to the User are in BGN with VAT and tourist tax / in some cases may be linked to other offers, promotions and conditions.

4.2. The hotel has the right to set prices other than those announced in the price list for public holidays and for other periods explicitly determined by the hotel.

  1. METHODS OF PAYMENT

5.1. By cash at the hotel

5.2. By debit or credit card at the hotel.

5.3. By bank transfer in advance to a bank account:

 

  1. RIGHTS AND OBLIGATIONS OF THE PARTIES

6.1. “Troyan Plaza” **** Hotel undertakes to provide the client all the services paid by him.

6.2.”Troyan Plaza” **** Hotel undertakes not to change the price of the services requested by the client, except in exceptional cases where this is economically justified.

6.3. “Troyan Plaza” **** Hotel is not responsible for stolen items from the rooms, the restaurant, as well as for damages caused by third parties.

6.4. . Smoking is NOT allowed in the rooms and the general indoor areas of the hotel! According to the provisions of the national law, smoking in public places is prohibited. In case of non-compliance with the ban, the hotel reserves the right to impose on violators, without prior notice, a fee of BGN 50.00.

6.5. All complaints related to the quality of paid services must be submitted by the client on site at the hotel in order to eliminate the weaknesses. The application is made in writing. In case the requirements are not met, the client must ask the responsible person to draw up a report. Within 3 (three) working days after its compilation, the client will receive an official opinion on the issue from the Hotel Manager.

6.6. КWhen a client makes a reservation, he enters into a contractual relationship with “Troyan Plaza” **** hotel and accepts the general conditions of the hotel. Clients using the services of  “Troyan Plaza” **** hotel should be of legal age according to Bulgarian law / aged 18 /

6.7. Amounts for services requested but not used in full or in part due to the fault of the client are not refundable.

6.8. The cost of additional services is not automatically calculated in the final price and must be paid separately at the hotel.

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

6.10. Clients are obliged not to leave their children unattended on the territory of “Troyan Plaza” **** Hotel.

The hotel team is not responsible for persons left unattended under 18 years of age.

6.11. “Troyan Plaza” **** Hotel reserves the right to change the information on this page and the General Terms at any time. Although every effort is made to provide true and accurate information, this cannot always be guaranteed!

6.12.  For all disputes and legal issues not settled by these General Terms and Conditions and the Privacy Policy, the legally binding provisions in the Republic of Bulgaria are in force.

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