Terms

1. A request, not a confirmed booking

Submitting a request through the site, by phone or by email is NOT a confirmed booking and does not guarantee room availability. A request is an enquiry that we review.

A booking arises only after the hotel checks availability and sends you an explicit written confirmation by email. Until then no room is occupied or reserved for you. If, at the time of confirmation, the requested accommodation is no longer available, we will notify you and the request will not be accepted.

2. Data you provide with a request

• first and last name;
• phone and email;
• arrival date and departure date;
• number of guests;
• room type and any special requests.

The processing of this data is described in the Privacy Policy.

3. Prices

All prices are in euro (€), per room, per night. The prices shown include the VAT due (9% for accommodation under the Bulgarian VAT Act) and the tourist tax, unless expressly stated otherwise.

Current prices are published on the website and are confirmed in the written booking confirmation. The price valid for your booking is the one stated in the confirmation.

The hotel may change the prices of its services; a change does not affect already confirmed bookings.

4. Payment methods

• in cash at reception on check-in;
• by bank transfer, where agreed.

The site does not accept bank card payments. For bookings made through an external platform (e.g. Booking.com), payment is settled under that platform’s rules.

5. Check-in and check-out

Check-in: after 14:00. Check-out: by 12:00.

Early check-in and late check-out are not guaranteed and are subject to the hotel’s approval. They are possible only where a room is available and confirmed in advance, for an additional charge of €15.00.

On departure the guest pays for all services used at the hotel.

6. Changes and cancellation

The conditions in this section apply to bookings made directly with the hotel — by phone, through the hotel’s website (izvoratarda.com) or on site.

For bookings made through Booking.com or another intermediary platform, only that platform’s change, cancellation and payment terms apply. In such cases payment is made to the platform as intermediary, and all change or cancellation requests are made and settled through it, under its rules.

Cancelling a booking more than 48 hours before the check-in date is free of charge.

For cancellation less than 48 hours before the check-in date, an amount equal to one night is due. Where the booking includes more than one room, the amount due equals one night for the highest-priced room.

You may request a change or cancellation of a booking made directly with the hotel via the link in the confirmation email or by contacting the hotel. Every such request is reviewed by the hotel.

Under Art. 57(1)(12) of the Bulgarian Consumer Protection Act, the statutory 14-day right of withdrawal does NOT apply to accommodation contracts for specified dates. The consumer is made aware of this when submitting the request.

7. Cancellation by the hotel

In force majeure circumstances the hotel may cancel a booking, notifying the guest immediately and refunding amounts already paid within a reasonable period.

8. Guest obligations

• to provide accurate data on request and on check-in;
• to present a valid identity document on check-in, as required by the Tourism Act;
• to take care of the property provided and to observe the hotel’s house rules;
• to respect the peace of other guests.

9. Protection of personal data

The processing of personal data in connection with requests, bookings and accommodation is described in the Privacy Policy, and the use of cookies in the Cookie Policy, both published on the site.

10. Disputes and complaints

In case of a dispute you may first contact the hotel at [email protected] or 0882319999. We will respond to every complaint within the statutory period.

The competent authorities are: the Consumer Protection Commission (CPC), www.kzp.bg; the Commission for Personal Data Protection (CPDP), www.cpdp.bg. Under Regulation (EU) No 524/2013 you may also use the online dispute resolution platform: https://ec.europa.eu/consumers/odr/.

11. Governing law

These Terms are governed by Bulgarian law. Disputes not settled by mutual agreement are referred to the competent Bulgarian court. The hotel may amend these Terms; changes take effect upon publication; already confirmed bookings are governed by the terms in force at the time of confirmation.