and cancellation policy
1.1. Reservations at Hotel Elena can be made in one of the following ways:
- Email us to: firstname.lastname@example.org;
- Send an inquiry via the contact form on our website;
- Call us: +359885920314
1.2. When we receive and process your request, we will contact you to confirm the possibility of accommodation.
1.3. The reservation reference will be sent to an e-mail address provided by you. It describes the type and number of reserved rooms, check-in and check-out dates, number of adults and children listed in the reservation request, meal plan, and the amount due.
1.4. The hotel may specify an amount of 50 (fifty) percent of the reservation’s total sum as a guaranteeing deposit which you need to pay before your stay. We expect to receive the payment from you within 3 (three) business days after sending the e-mail (unless otherwise agreed between the parties). The remaining part of your reservation’s payment is due three days before arrival date. If you wish to cancel a reservation for which a guarantee deposit has been paid, the cancellation policy penalties described below apply.
1.5. When a deposit is required in advance, your reservation is valid, but it is only considered CONFIRMED after making the specified payment on the specific request and receiving payment confirmation via e-mail.
1.6. The hotel reserves the right to cancel the reservation if payment is not received within the specified time frame.
2.1. You can cancel a reservation in one of the following ways:
- Email us to: email@example.com ;
- Notify us via the contact form on our website.
2.2. When cancelling a confirmed reservation up to 10 (ten) days prior to arrival, the customer does not have to pay any penalties, unless the reservation is part of a special holiday package, which specifies the time limits for reservations and cancellations.
2.3. If you cancel your reservation up to 3 (three) days prior to arrival, you owe a penalty of 50 (fifty) percent of the total amount paid as a deposit.
2.4. If you cancel your reservation less than 72 (seventy-two) hours prior to arrival, or in case there is no-show on the arrival date, the amount paid in advance will not be restored, and the reservation is deemed canceled.
2.5. The hotel reserves the right to cancel a confirmed and paid reservation in the event of force majeure or other circumstances beyond the control of the hotel owner. In these instances, the hotelier:
- Offers the client another period of accommodation at the same conditions and prices.
- Recovers the deposit paid by the client within 30 (thirty) days of receipt of a written request for this by the tourist, without penalty.
3.1. Check-in and check-out time
- Check-in every day after 14:00
- Check-out until 12:00
3.2. In case of late check-outs, 50 BGN is paid for the time until 15:00 and 80 BGN until 20:00. Reservations are held until 24:00 on the day of arrival.
3.3. Pets are not allowed.
- By cash at the hotel (on additional agreement)
- Via bank transfer to the bank account specified in the e-mail received upon confirmation of the reservation
Bank: DSK, Branch 5
RIGHTS AND OBLIGATIONS OF THE PARTIES
5.1. The hotelier agrees to fully provide the requested and paid services to the customer
5.2. The hotelier agrees not to change the price of the services requested by the client, except in special circumstances where it is economically justified
5.3. The hotelier is not responsible for damages caused by third party actions.
5.4. To eliminate weaknesses, all claims related to the quality of paid services must be brought by the customer in the hotel. The claim must be fulfilled in writing. If claims are not satisfied, the client should request that a responsible person compile a protocol. The client will receive the official opinion on the hotel’s management issue within 3 (three) working days of the protocol being completed.
5.5. Amounts for requested but unused services due to the fault of the customer are not refunded.
5.6. All prices announced on Hotel Elena’s website, as well as in e-mail messages sent to customers, are in Bulgarian Leva, including VAT and tourist tax. In some cases, they may be subject to additional offers, promotions, and terms and conditions. Our team is available to answer any questions you may have about our proposals.
5.7. Additional services are not automatically calculated in the final price and must be paid for separately at the hotel.
5.8. The hotel is not responsible for lost, forgotten, or stolen items in rooms when stored outside of the provided safes; restaurants, or spa; or third-party damage.
5.9. During their stay at the hotel, the client accepts responsibility for adhering to generally accepted norms of good behavior. The client is responsible for all material damage to the hotel.
5.10. In accordance with the provisions of national legislation, smoking is not permitted in hotel rooms. Therefore, in the event of non-compliance, the hotel reserves the right to charge a fee of BGN 150.00 without prior notice.
5.11. In accordance with the Bulgarian legislation, customers who use the hotel’s services must be adults (18 years old and above). Children are only permitted if accompanied by their parents or other authorized representatives. Customers are not permitted to leave their children unattended on hotel property.
5.12. The hotel reserves the right to change the information on this webpage as well as the general terms and conditions at any time. Although every effort is made to provide true and accurate information, this cannot be guaranteed at all times.
5.13. When a customer makes a reservation, it is assumed that he or she has read and agreed to these General Terms. Reservations made by phone, e-mail, or via our website are considered a contractual agreement. The payment is considered as acceptance of the hotel’s general terms and conditions.