GENERAL RULES FOR ACCOMMODATION AND STAY
Guests of the complex check in after 14:00 on the day of arrival. The value of the booked stay is paid in advance, on the day of accommodation, in Bulgarian levs.
LEAVING THE ROOM
Check-out – until 12:00 on the day of departure. Leaving the room from 14:00 to 16:00 is subject to a fee of 50% value of the price per night. When leaving after 16:00 the full value of the price per night is due. If you wish to keep the room or extend your stay, please inform the reception staff. Please note that the room can be changed in case of late check-out or extension.
Each time you leave the room, the key is left at the reception. Lost key is paid BGN 10. It is not allowed to take property out of the complex (towels, blankets, sheets, pillows and other property). Friends and guests can be welcomed in the common areas of the complex. All payments for the used services are made in Bulgarian levs (BGN).
Breakfast is available from 08:00 until 10:00 at Pizzeria Speciale for an additional fee. Lunch and Dinner are served à la carte at Pizzeria Speciale and Restaurant Musoni.
FOOD AND DRINKS
The import and preparation of food and beverages is allowed in compliance with the hygiene requirements, according to the Bulgarian Food Safety Agency. The guests are responsible for the suitability and quality of the food and drinks purchased by them.
SMOKING AND ALCOHOLIC BEVERAGES
In accordance with the Bulgarian legislation, the complex observes a No Smoking Policy in all internal parts of the complex. For guests who do not comply with our policy, a fine of BGN 100 is imposed, which will be added to the room bill. The designated smoking areas are distributed within the open areas of the complex. According to Bulgarian legislation, alcohol is not offered and served to guests under 18 years of age.
The complex does not tolerate:
1. unacceptable levels of noise or guest behavior;
2. arrogant behavior on the part of persons in an obviously intoxicated state or inadequate state, which destroys or threatens to destroy hotel property;
3. violation of public order.
In case of refusal by the guests to comply with the requirements, the complex reserves the right to terminate the reservation without liability for refund or compensation
Pets are not allowed in the complex.
SECURITY AND MONITORING
The complex is equipped with a video surveillance system that covers public areas.
Rooms are cleaned daily between 08:00 and 16:00. If there is a sign “Do not disturb” until 15:00 the room will be cleaned the next day. If you need anything after 16:00, please ask at the reception.
In case of found items, the management of the complex is obliged to contact the guest and send the lost item at the expense of the owner. The management of the complex is not responsible for lost, damaged or stolen personal belongings, unclaimed within 30 / thirty / days.
COMPLAINTS, REFUNDS AND DAMAGES
Any comments or complaints regarding the stay must be made at the Reception or to the Resort Manager during the stay so that the matter can be resolved immediately. The complex reserves the right to charge guests for intentionally caused damage caused by negligence. If the damage is established after the guest has left, the complex reserves the right to send an invoice for the amount due for repairs. The complex is not responsible for services provided by third parties to guests.
EMERGENCIES AND FIRE SAFETY
Evacuation plans are located in the folders in each room. Please read them carefully. Fire extinguishers and fire hoses of appropriate size are located on each floor and next to each fire hydrant. If a fire or smoke is detected, please report it to the reception, indicating the floor and room number or location.
NATURAL DISASTERS – FLOODS, EARTHQUAKES, ETC.
In case of a natural disaster: – Keep calm and follow the instructions of the staff. Don’t panic. Stay where you are. Most injuries occur when people enter or leave buildings. – In case of an earthquake, hide. If you are inside, stand under a desk or table, against an interior wall or under an interior door. Stay away from glass, windows and exterior doors. If you are outside, stay away from buildings, sidewalks and electrical cables. – Use the stairs.
CONSEQUENCES OF VIOLATING THE POLICY OF THE COMPLEX
All guests, staff and representatives of tour operators are expected to adhere to the general rules for accommodation and stay in the complex. In case of established violations, the management of the complex may resort to the immediate termination of the reservation without liability for refund or compensation.