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General terms

GENERAL TERMS AND CONDITIONS FOR STAY AT SPA HOTEL HISAR

I. GENERAL PROVISIONS

  1. These General Terms and Conditions govern the use of services at SPA Hotel Hisar and are in accordance with the applicable Bulgarian legislation.
  2. By making a reservation and/or checking in at the hotel, the guest declares that they are familiar with these Terms and Conditions and undertakes to comply with them.
  3. The hotel ensures the protection of personal data and the confidentiality of guest information in accordance with applicable legislation.
  4. Video surveillance is conducted in the common areas of the hotel (excluding guest rooms and sanitary facilities). By using the hotel services, the guest is considered informed and agrees to this.
  5. Smoking is strictly prohibited in all indoor areas of the hotel. In case of violation, a penalty fee of BGN 200 (EUR 102.26) will be charged.
  6. Bringing food and beverages into the hotel premises, including guest rooms and minibars, is not permitted. In case of violation, a penalty fee of BGN 100 (EUR 51.13) will be charged.
  7. The hotel reserves the right to terminate the stay of a guest who violates these rules, poses a risk to the safety or comfort of other guests, or fails to follow staff instructions.
  8. Forgotten items are stored for up to 3 (three) months. After this period, the hotel is not responsible for their safekeeping.

II. ACCOMMODATION AND STAY

  1. The hotel operates 24 hours a day, 7 days a week.
    • Check-in: after 3:00 PM
    • Check-out: until 12:00 PM
  2. Upon check-in, guests are required to present a valid identification document.
  3. Taking food and beverages out of the hotel restaurants is not permitted.
  4. Bringing outside food or beverages into the restaurant is allowed only with prior approval from the hotel and subject to an additional fee.
  5. For certain packages or services, guests may be provided with an identification wristband:
    • the wristband is personal and non-transferable;
    • it must be returned at reception upon departure.
  6. Guests may store valuables in the safes available at reception. The hotel is not responsible for items left unattended on the hotel premises.
  7. Guests are required to take care of the hotel property and comply with fire safety regulations.
    • Any damages caused shall be compensated in full, according to the hotel’s assessment.
  8. When leaving the room, guests must switch off all electrical appliances and lights, turn off the water, and close the windows.
  9. Upon check-out, bathrobes and towels must be left in a visible place. Missing items will be charged according to the hotel's current price list.

III. SAFETY AND CONDUCT RULES

In order to ensure a safe and peaceful environment for all guests, the following are prohibited:

  1. Smoking in indoor areas.
  2. Use of unauthorized electrical appliances in rooms.
  3. Providing key cards to third parties.
  4. Storing flammable, explosive, or other hazardous materials.
  5. Bringing in items that may endanger the health or safety of others.
  6. Removing or relocating furniture and equipment.
  7. Access to staff-only areas.
  8. Violating generally accepted standards of conduct, including alcohol abuse and use of narcotic substances.
  9. Aggressive or threatening behavior.
  10. Damaging hotel property.
  11. Allowing unregistered visitors in guest rooms.
  12. Parking in unauthorized areas (entrances, exits, green areas).
  13. Use of swimming pools by children under 12 without adult supervision.
  14. Staying at the hotel with pets.

IV. RESERVATIONS, PAYMENTS AND CANCELLATIONS

  1. Payments at reception can be made in cash or by card.
  2. An advance payment is required to confirm a reservation, in accordance with the hotel’s payment and cancellation policy.
  3. The hotel issues invoices within 5 (five) days after receiving payment by bank transfer:
    • for individuals – upon provision of required personal data;
    • for legal entities – upon provision of company details.
  4. The hotel reserves the right to refuse a reservation in case of previous violations or prior no-show without notice.
  5. If the guest does not check in by 12:00 AM (midnight) on the day of arrival, the reservation may be cancelled without further notice.
  6. The full amount for the overnight stay is charged regardless of the actual time of check-in or check-out.
  7. Early check-in (before 3:00 PM, but not earlier than 10:00 AM) is subject to availability.
  8. Late check-out (after 12:00 PM, but no later than 5:00 PM) is allowed only if the room is not reserved for the same day and is subject to an additional fee of BGN 100 / EUR 51.13. Information is provided on the day of departure.
  9. The stay may be extended subject to room availability and confirmation by reception. Additional nights are charged according to the hotel’s pricing conditions.
  10. In case of lost key card, a fee of BGN 20 / EUR 10.23 will be charged.
  11. Amounts for booked but unused services are non-refundable.
  12. Booked but unused SPA treatments are charged at 50% of their value.

V. FINAL PROVISIONS

  1. The hotel reserves the right to update these General Terms and Conditions at any time, with the current version published on the official website.
  2. Matters not covered herein shall be governed by the applicable Bulgarian legislation.