Terms and Conditions
Terms and Conditions for online reservations on the website of
HOTEL TRAKIA
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 customer via an online reservation, in their full quantity and quality, according to the data provided by the customer through the reservation form, namely: customer name, period, number of nights, number of adults and children (number and ages), price per night. The customer is responsible for incorrectly and improperly provided information, and the Hotel reserves the right to charge a penalty (penalty fee) in case of accommodation different from that indicated in the original reservation.
The “Additional information” field in the reservation form is not binding for the Hotel and any customer requests entered in this field will be satisfied only if possible.
Upon a successful reservation, a reservation confirmation is sent by e-mail, stating 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), including VAT, tourist tax and insurance. For display and information purposes only, when booking the amount may also be shown in other currencies. The total amount due by the customer is calculated automatically depending on the number of days, the number of adults and children and their ages, and on the current price offer for the relevant period.
When making online reservations as a guarantee, 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 time of booking, by debit/credit card, or at the latest within the deadline specified after booking by bank transfer.
In case of incorrectly completed details on your part when making a reservation, we inform you that the Hotel reserves the right to require 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 any newly presented price offers.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In the event of cancellation, non-use or change of an already paid online reservation by the customer, the Hotel refunds the paid amount upon request, charging the relevant penalty announced in the terms for change or cancellation, announced at the time of booking and in the reservation confirmation sent by e-mail:
When refunding a paid amount, all transfer costs (bank fees and others) are at the customer’s expense. Refunds due to cancellation are made within a 30-day period depending on the method of payment; amounts are refunded only and solely 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.
In accordance with the requirements of the International Card Organizations and the General Terms for servicing payments with bank cards on a POS terminal of UniCredit Bulbank, in case of cancellation of an order related to purchased goods/services paid by a user via bank card, the merchant must refund the respective amount only through a credit transaction to the same card used for the initial payment.
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 customer cancels or changes confirmed reservations more than 14 days before arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days before arrival, a fee of 50% of the total reservation amount applies.
• In case of a “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 customer cancels or changes confirmed reservations more than 14 days before arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days before arrival, a fee of 100% of the total reservation amount applies.
• In case of a “no-show”, a fee of 100% of the total reservation value applies.
TYPES OF PAYMENTS
Payment can 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 банка (UniCredit Bulbank) 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 data is used only by the intermediary bank and is not stored by us.
To protect you from fraud when paying with your Visa or MasterCard card, we apply the best practices recommended by the international card organizations:
• Security when entering and transmitting card data is ensured by using the SSL protocol to encrypt the connection between our server and the payment page of our обслужваща банка.
• 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 банка supports the authentication schemes of the international card organizations – Verified by VISA and MasterCard SecureCode, in case you are registered to use them.
At the moment of online booking, the mentioned amounts will be automatically withdrawn 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 deadline specified after booking. After making the payment, it is recommended to send a copy of the payment document to the Hotel, and it is mandatory to include the reservation number in the payment reference. - In cash, at the Hotel reception
For reservations with a check-in start date within the next 3 days, it is recommended to choose cash payment at the reception in order to speed up the processing of the reservation.
IMPORTANT!
If the online reservation is not paid within the specified deadline and, in case of payment by bank transfer, no copy of the payment document has been sent, your reservation will be automatically cancelled by the reservation system.
If you are unable to pay the amount for an already made online reservation, please inform us at e-mail: booking@hoteltrakia.info. 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@hoteltrakia.info, or call телефон: +359 878 603 219.
For questions related to a payment made or need for assistance, customers can contact us at:
Telephone: +359 878 603 219
E-mail: booking@hoteltrakia.info
PERSONAL DATA
Your personal data is protected in accordance with the legislation of the Republic of Bulgaria and is used solely by the Hotel’s reservations department.
The protection of your personal data is important to us. Therefore, we process your information exclusively on the basis of the 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 for specialized reservation software and the payment service provider processing the payment (bank, PayPal, ePay).
In case of an unfinished order, we delete the data entered for it. In case of a completed order and a contract performed by us on the grounds of Art. 6(1)(a) and (b) of the GDPR, we store all data related to the legal relationship until the expiry of the 10-year period provided for in Art. 12 of the Accountancy Act.
To proceed with the reservation, it is necessary to declare that you are familiar with and agree with these 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 visiting 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 – it will inform you what technologies we use, what they do and what choices you have regarding their use.
Company details:
Company: “CHERNO MORE HMG” AD
Address: Town of Nessebar, Residential Complex “Mladost” BL 62
UIC: BG102143391
E-mail:
ACCESS CONTROL REGIME
- Check-in at the hotel begins after 15:00, with dinner, and the rooms are ready after 15:00. Check-out from the rooms is until 11:00, after breakfast. 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 over compliance with the access control regime is carried out by the Security Guard.
- Each guest can be registered after presenting an identity document.
- During 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 allowed.
- 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 different facilities – according to height, kilograms, etc.
SUPERVISORY AUTHORITIES
Control over the trader’s activity is exercised by:
Commission for Consumer Protection (CPC)
Address: Sofia 1000, “Slaveykov” Sq. No. 4A
Website: www.kzp.bg
Telephone: 0700 111 22
Commission for Personal Data Protection (CPDP)
Address: Sofia 1592, 2 “Prof. Tsvetan Lazarov” Blvd.
Website: www.cpdp.bg
Telephone: 02 915 3 518
Consumers may submit complaints and signals to the indicated authorities in case their rights are violated.
Dispute resolution and complaints regarding payment
In the event of a dispute regarding a payment made by bank card, the Customer must immediately contact the merchant at the указаните контакти.
Disputes are reviewed under the Payment Services and Payment Systems Act, the Consumer Protection Act and the applicable Bulgarian legislation.
The Customer has the right to file a complaint:
• directly to the merchant;
• through the обслужваща банка (card issuer);
• through the competent supervisory authorities.
The merchant reviews submitted complaints within 30 days of their receipt.
If it is not possible to reach an agreement, the dispute may be referred to the conciliation commissions at the CPC or to the competent Bulgarian court.
