GENERAL TERMS AND CONDITIONS

For reservations of hotel services made through the online reservation system generated by the official website of Sofia Hotel

 

These general terms and conditions regulate the relations between Golden Tours EOOD and the hotel customers regarding the services provided by the Sofia Hotel.

 

1. RESERVATIONS:

 

    1. Room reservations can be made in the following way: by clicking the "Reserve" button on the hotel website: www.sofiahotel.net, you will be directed to the online reservation form, where it is necessary to fill in the information about: the period, number of nights, number rooms, number of adults, children up to 11.99 years of age and infants between the ages of 0 and 12 months. After filling in the information, the possible booking options will be visualized - room types, types of offers and their corresponding prices. After selecting the desired offer, it is necessary to enter your personal data in order to make your reservation: name, surname, email address and payment method: bank transfer or credit card.

To guarantee the booking through a bank card, the following data are required: credit card number, validity of the credit card, the names written on the card, as well as the Card Security Code (CVV2 / CVC). Please review the details of your reservation, familiarize yourself with the conditions, and in case you wish to make your reservation in accordance with the parameters and conditions described in the offer, check "I accept the conditions" and press "Confirmation and booking". Your reservation has been made, and you will receive its confirmation at the specified email address. 

 

2. PROCES AND PAYMENT METHODS:

 

2.1. Sofia Hotel undertakes to ensure the use of the services requested and paid for online by the customer  in accordance with the information provided by the customer via the reservation form: customer's name, period of stay, number of nights, number of adults and children up to 11.99 years old, regular and extra beds, price per night. Guests 12 years of age or older are charged as adults. The Remarks field in the reservation form is not binding to the Sofia Hotel, and all special customer requirements filled in this field will be met if possible.

 

2.2.  The prices on the website of the Sofia Hotel are displayed in Bulgarian currency (BGN) and include 9% VAT, tourist tax and hotel insurance. The total amount due for the reservation is calculated automatically, depending on the number of days, the number of adults and children (according to their age), and the current price offer for the relevant period. The reservation made and paid for through the online reservation portal is guaranteed with the corresponding advance payment according to the offer. Please be advised that reservations are not considered guaranteed without advance payment under the terms of the offer and guests will not be accommodated. Sofia Hotel reserves the right to change the prices and special offers on its website without prior notification. For reservations already made, confirmed and paid for, the amount due does not change, regardless of the new price offers presented. 

 

2.3. At the discretion of the hotel, an amount payable in advance by bank transfer, debit or credit card may be specified as a required security deposit. Payment on your part should be made within the period specified in the reservation conditions. The rest of the amount of your entire reservation is payable on location at the hotel.

      In the event of payment via bank transfer, please be advised that you must provide the reservation number, the name of the reservation holder and the dates of stay at the hotel as the basis for payment. 

 

For package and holiday offers, at the discretion of the hotel, as a required guarantee deposit, an amount may be specified which should be paid in advance before check-in, to the amount of 100 (one hundred) % of the reservation price. Payment on your part should be made within the term specified in the reservation conditions.

Upon receipt of advance payment, your reservation is valid and considered CONFIRMED.

In the event of non-payment within the period specified in the reservation conditions, the hotel reserves the right to cancel the reservation.

 

IMPORTANT!

Please, in case of difficulties to book and pay for your reservation through the reservation system of the Sofia Hotel, contact our team at: 

phone + 359 52 355 120

or  e-mail: reservation@sofiahotel.net

 

  1. CANCELLATIONS AND CHANGES TO RESERVATIONS:

3.1. In the event of changes, cancellations, no-shows or early departures with online reservations already paid for by the customer, Golden Tours EOOD retains the corresponding penalty amount in accordance with the conditions of the price offer booking.

 

    1. In the event of force majeure requiring the cancellation or change in the reservation, it is necessary to provide the relevant documents and evidence. In that case, the reimbursement of the paid amounts is at the discretion of the Sofia Hotel. The refund by Golden Tours EOOD of amounts already paid will be made via transaction to the card from which the payment for the reservation was made. Refunds are made within 30 days from the date of cancellation.

 

    1. In the event of a cancellation of a confirmed reservation up to 7 days before arrival, no penalty is due. If payment has been made by you, such payment shall be refunded within 7 work days from the date of the received cancellation.

 

    1. Cancellations made 6 days or less prior to arrival incur a penalty of 1 night for each room booked. The remaining amount is refunded to your account within 7 work days, counting from the date of the cancellation received.

 

    1. In the event of no-show, the amount of your reservation will not be refunded.

 

 

  1. RIGHTS AND OBLIGATIONS OFTHE PARTIES:

 

4.1. The hotel undertakes to provide the standard "four star" tourist services paid for by the customer.

 

4.2. Sofia Hotel has the right to refuse the accepted reservation without bearing any responsibility if the customer does not make the payments in full within the appointed time. 

 

4.3. The customer undertakes:

       4.3.1. to pay for the reservation made within the appointed time; 

       4.3.2. to comply with the laws of the Republic of Bulgaria and the Rules of the House.

 

  1. RESPONSIBILITIES OF THE PARTIES:

 

5.1. Sofia Hotel cannot be held liable in the event of force majeure, such as: diseases, epidemics, natural disasters, strikes, military actions both in the Republic of Bulgaria and abroad, threatening people's security or limiting their ability to move, government decisions, interruption of water supply, electricity and other services from external suppliers over which the hotel has no control, as well as for any other unforeseen or insurmountable events of extraordinary nature that occurred after a reservation was made, which cannot be avoided by the Hotel and its contractors in good faith performance of their duties.

 

5.2. The hotel is only responsible for events that occurred on the hotel premises and does not bear any responsibility towards the customer for consuming food and drinks outside the places designated by the hotel and performing actions outside the hotel other than the usual ones for the hotel premises.

 

5.3. The hotel does not bear any responsibility for claims on the part of the customer which have not been communicated by him during his stay at the hotel, nor have they been confirmed by the medical team serving the hotel, or if it has not been proven beyond any doubt that they arose as a direct result from the culpable action or inaction of the Hotel employees.

 

5.4. The hotel may take the customer to task in the event of an occurrence that may damage the personal dignity of the hotel staff, the hotel's good name or property.

 

5.5. The hotelier is not responsible for and does not owe any compensation or penalties if, due to hooliganism on the part of the customer or a violation of the Rules of the House, he is denied the performance of services or has had to be evicted from the hotel premises, and this is documented with in a report by officials present on the spot or other tourists.

 

5.6. The hotel is not responsible for services chosen, independently organized and paid for by the customer during his stay at the hotel.

 

5.7. The hotel cannot be held responsible for damages caused to the customer during his holiday by criminal acts of third parties, including theft of the customer's belongings or luggage. In such cases, the Hotel shall assist the customer in completing the formalities for registration of the criminal act to the extent that the usual tourist holidy of the other guests of the hotel is not disturbed.

 

5.8. Sofia hotel cannot be held responsible and does not compensate the guest if they have willingly refused certian services or for any reason have deviated from, have not shown up or have been late after the announced time and therefore have not received one service or another.

5.9. The hotel has a paid parking lot with 80 spaces in close proximity to the reception.

      Parking space booking is not possible. Parking spaces are subject to availability. In case of full occupancy, the hotel is not responsible and does not undertake to provide a free parking space but may assist with information about others nearby.

 

  1. 6. DISPUTES AND COMPLAINTS:

 

6.1. All disputes regarding the performance of the services arising from the reservation will be resolved by mutual agreement of the parties. In the event that an agreement cannot be reached, they will be referred to a competent Bulgarian court of law.

 

6.2. In the event that during the stay at the hotel facts of non-performance or inaccurate performance of the provided standard services are established, the customer undertakes to immediately present his claim in writing to the Hotel and request and receive a document certifying the presentation of the claim, in view of taking prompt measures that satisfy all interested parties.

 

 

  1. PERSONAL DATA|:

 

7.1. Golden Tours EOOD is a personal data controller within the meaning of the Personal Data Protection Act. When personal data is provided, it is done in accordance with the requirements of the Tourism Act and related by-laws. Your personal data will only be used for purposes provided for in these regulations. You have the right to access your personal data at the company's address: Varna 9007, Golden Sands Resort, e-mail: reservation@sofiahotel.net 

 

7.2. The personal data provided by you are processed and stored electronically and on paper. Your personal data are properly protected with and through reliable methods and means.

 

Golden Tours EOOD does not change or disclose its customers' personal data, and does not provide personal data to third parties, except in the cases provided by law. Golden Tours EOOD does not process personal data for the purposes of direct marketing, except with the express informed consent of the subjects.

 

 

The hotel reserves the right to unilaterally change these General Terms and Conditions, the structure and content of his website, as well as to terminate access to it at any time without prior notification.