TERMS AND CONDITIONS of Hotel Troyan Plaza****
1. Booking Terms and Conditions
1.1. You can make a reservation at Hotel Troyan Plaza**** in one of the following ways:
- by phone: 0885 100 006, Front Desk
- by e-mail: reservations@troyanplaza.com
- via the contact form on our website: www.troyanplaza.com
- at the hotel
1.2. Once 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, the hotel may require a deposit, and an amount will be specified that you must pay in advance prior to check-in. We expect payment from you within 3 (three) business days of receiving the confirmation. The remaining balance of your reservation is due on the day of check-in.
1.4. For reservations made under package and holiday offers, the hotel requires a deposit equal to 50 (fifty) percent of the total reservation amount (unless otherwise agreed upon by the parties). We expect payment from you by the deadline specified in the confirmation. The remaining balance of your reservation is due on the day of check-in.
1.5. If a deposit is required, your reservation is valid and considered FINALLY CONFIRMED once the specified payment for that particular booking has been made
1.6. If payment is not received within the specified time frame, the hotel reserves the right to cancel the reservation.
1.7. When a guest makes a reservation at Hotel Troyan Plaza****, they are deemed to have read these general terms and conditions and to agree to them.
2. Cancellation Policy
2.1. To cancel a reservation you have made, please send a written request via email to: reservations@troyanplaza.com
2.2. If a confirmed reservation is canceled 20 (twenty) days prior to the check-in date, the customer is not required to pay a cancellation fee (this does not apply to package deals and holiday offers)
2.3. If you cancel a confirmed reservation between 19 (nineteen) and 3 (three) days prior to the check-in date, you will be charged a cancellation fee equal to 50% of the total reservation amount paid as a deposit. (Does not apply to package deals and holiday offers)
2.4. If you cancel your reservation less than 72 (seventy-two) hours before check-in, or if you fail to show up on the day of check-in, the amount paid in advance for your reservation will not be refunded, and the reservation will be considered canceled.
2.5. If a confirmed reservation for a package or holiday offer is canceled between 30 (thirty) and 14 (fourteen) days prior to check-in, the customer is liable to pay a penalty equal to 50 (fifty) % of the total amount paid as a deposit.
2.6. If you cancel a confirmed reservation for a package or holiday offer less than 14 (fourteen) days before check-in, or if you fail to check in on the day of arrival, the amount paid in advance for your reservation will not be refunded, and the reservation will be considered canceled.
2.7. Troyan Plaza Hotel**** reserves the right to cancel a confirmed and paid reservation in the event of force majeure or other circumstances beyond the hotel’s control. In such cases, the hotelier:
- We offer accommodation for a different period, with the same terms and rates.
- The company shall refund the deposit paid by the customer within 30 (thirty) days of receiving a written request from the tourist, and shall not be liable to pay any penalty to the tourist.
If restrictions related to the spread of COVID-19 are imposed by an administrative or regulatory act, the hotel will issue a voucher for the amount of the advance payment. The voucher may be used by the customer within one year of the date the reservation was canceled
2.8. The above cancellation terms for holiday packages apply only if no other terms are specified when the package is created.
3. Accommodation Terms and Conditions
3.1. Check-in: after 2:00 p.m.
Check-out time: by 12:00 p.m.
If you would like to check out late or extend your stay, please contact the front desk and let us know.
If you check out later than scheduled, an additional fee of €7 will be charged for each hour past the check-out time until 5:00 p.m. After this hour, 100% of the room rate will be charged.
3.2. Reservations are held until 6:00 p.m. on the day of arrival, unless the guest has requested a late check-in in advance.
3.3. Pets are not allowed in the hotel.
3.4. Check-in at the hotel requires the presentation of personal identification documents. The data you provide is protected in accordance with the Personal Data Protection Act and relevant regulations, including GDPR 2016/697 (EU), which govern data protection, and is processed solely for the purpose of complying with the requirements of the Tourism Act. This information will be used solely in connection with your reservations and will not be shared for any other purpose.
4. Accommodation Rates
4.1. All prices listed on the website of the “Troyan Plaza”**** Hotel, as well as in emails sent to the User, are in Bulgarian leva and include VAT and tourist tax (in some cases, they may be subject to other offers, promotions, and terms and conditions).
4.2. The hotel reserves the right to charge rates different from those listed in the price list on public holidays and during other periods specifically designated by the hotel.
5. Payment Methods
5.1. Payable at the hotel
5.2. С дебитна или кредитна карта в хотела.
5.3. By bank transfer in advance to a bank account
6. Rights and Obligations of the Parties
6.5. All complaints regarding the quality of the services provided must be submitted by the customer on-site at the hotel so that any issues can be resolved. The claim must be submitted in writing. If the requirements are not met, the customer must request that the person in charge draw up a report. Within 3 (three) business days of its preparation, the guest will receive an official response regarding the issue from the hotel manager.
6.6. When a guest makes a reservation, they enter into a contractual relationship with Hotel “Troyan Plaza”**** and accept the hotel’s general terms and conditions. Guests using the services of Hotel “Troyan Plaza”**** must be of legal age under Bulgarian law (18 years of age or older).
6.7. Fees for services that have been booked but not used in full or in part due to the customer’s fault are non-refundable.
6.8. The cost of additional services is not automatically included in the final price and must be paid separately at the hotel.
6.9. The guest is responsible for adhering to generally accepted standards of good conduct during their stay at the hotel. The guest is responsible for all costs associated with any property damage caused to the hotel.
6.10. Guests are required not to leave their children unattended on the premises of Hotel “Troyan Plaza”****.
The hotel staff is not responsible for unsupervised guests under the age of 18.
6.11. Troyan Plaza Hotel**** reserves the right to change the information on this page and the Terms and Conditions at any time. Although every effort is made to provide accurate and reliable information, this cannot always be guaranteed!