General terms
TERMS AND CONDITIONS
RESERVATIONS AND ACCOMMODATION
The management of ALVANI TOUR Ltd., UIC: 205794716, with registered address: Bulgaria, Veliko Tarnovo, 4 “Deseti Fevruari” Street, undertakes to provide the use of the services requested and paid for by the client through an online reservation, in full quantity and quality, in accordance with the information provided by the client via the reservation form regarding: client name, period of stay, number of nights, number of adults and children, and price per night.
All client requests entered in the “Notes” field of the reservation form will be honored where possible.
For reservations including children, only persons who have not reached the specified age by the date of arrival are considered children.
If you have a question regarding your reservation or these terms and conditions, please visit our website www.tarnovka.bg and click on the “Contacts” link. We will respond as soon as possible, with an expected maximum response time of up to 5 business days.
You must be 18 years of age or older to make a reservation with us and must be 18 years of age or older to stay alone. If a client arrives at the hotel and is under 18 years of age, the client will not be allowed to stay alone. We may require a photo ID (driver’s license or passport) as proof of age, and if the client is unable to provide such proof to meet the hotel’s requirements, we may cancel your reservation without refund.
Parking is free of charge for hotel guests; however, due to the limited number of parking spaces, parking is not guaranteed and cannot be reserved in advance.
PRICES AND PAYMENTS
Prices are per room per night and include VAT, excluding meals and other extras. The prices published on the website of ALVANI TOUR Ltd. are in euros (EUR) / Bulgarian leva (BGN) and include VAT, tourist tax, and insurance. The total amount payable by the client is calculated automatically depending on the number of days, number of adults and children, and the applicable price offer for the respective period.
When making an online reservation as a guarantee, a deposit of 30% of the total reservation amount must be paid at the time of booking via debit/credit card or, at the latest, within the specified period after booking via bank transfer.
ALVANI TOUR Ltd. reserves the right to change prices and special offers on its website depending on demand and current availability. For already made, confirmed, and paid reservations, the amount due does not change regardless of newly published price offers.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In the event of cancellation, non-use, or modification of an already paid online reservation by the client, ALVANI TOUR Ltd. will refund the paid amount upon request, applying the relevant penalty as follows:
Reservation changes without penalty may be made up to 7 days before the check-in date.
Cancellation without penalty may be made up to 7 days before the check-in date.
In case of modification or cancellation after this period, a penalty equal to the prepaid deposit is due.
When refunding paid amounts, all transfer-related expenses (bank fees and others) are at the client’s expense. Refunds due to cancellation are processed within a period of up to 30 days depending on the payment method and are made only to the bank account from which the payment was received. Your card details are used solely by the intermediary bank and are not stored by us.
PAYMENT METHODS
Payment can be made in three different ways:
1. Online payment by debit or credit card
We accept Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, and Maestro cards. When choosing this payment method, you will be redirected to the payment page of our servicing bank, where you enter your card details. If you are registered with the authentication schemes Verified by VISA or MasterCard SecureCode, you will be redirected to the authentication page of your issuing bank to enter your authentication password. Upon successful transaction, a transaction receipt will be displayed, which you may print or save.
Your card details are used only by the intermediary bank and are not stored by us.
To protect you from misuse when paying with your Visa or MasterCard, we apply the best practices recommended by international card organizations:
Security during the entry and transmission of card data is ensured by using SSL encryption between our server and the payment page of our servicing bank.
Card authenticity is verified by entering a security code (CVV2).
Additionally, for cardholder identification, the e-commerce payment server of our servicing bank supports the authentication schemes Verified by VISA and MasterCard SecureCode, where applicable.
At the time of online booking, the specified amounts will be automatically charged to your card upon completion of the payment process.
For security reasons, the maximum amount payable by card is 3,000 BGN.
2. By bank transfer
Payment of the specified amount must be made no later than the deadline indicated after booking. After completing the payment, it is recommended to send a copy of the payment document to dachevasen@abv.bg, with the reservation number mandatory stated in the payment reference.
3. Cash payment at the reception of ALVANI TOUR Ltd.
For reservations with a check-in date within the next 3 days, it is recommended to choose cash payment at the reception in order to speed up the reservation processing.
IMPORTANT!
If the online reservation is not paid within the specified deadline and, in the case of bank transfer, no copy of the payment document is sent, your reservation will be automatically canceled by the reservation system.
If you are unable to pay the amount for an already made online reservation, please notify us at dachevasen@abv.bg. Failure to do so entitles ALVANI TOUR Ltd. to seek liability and penalties for made but unpaid reservations.
REFUNDS
If the client cancels their reservation under the conditions stated above, we will refund the amount using the same payment method used for the reservation.
Refunds of amounts paid by bank card or bank transfer can only be made to the same bank card or bank account used for payment. All bank fees for this transaction are at the client’s expense.
YOUR STAY
REQUIREMENTS FOR YOU AND OTHER MEMBERS OF YOUR RESERVATION
You must not exceed the maximum occupancy specified for the room type you have reserved. You must contact the hotel directly to confirm the availability of baby cots and the room size.
Persons under 18 years of age are not allowed to stay alone in our hotels. You must not leave persons under 18 unattended at any time in any room or common areas.
We will attempt to assist with special requirements, but all room reservations are subject to availability.
By making a reservation, you agree not to use Tarnovka Guest Rooms or its premises for commercial or profit-oriented activities without prior written consent. We may cancel your reservation and retain all paid amounts if we believe this clause has been violated.
SMOKING IS STRICTLY PROHIBITED at Tarnovka Guest Rooms, except in designated outdoor smoking areas. Smoking is not permitted in any rooms or common areas, nor may you interfere with fire safety or emergency equipment. If you do so, we may cancel your reservation and reserve the right to take further action. We may request immediate reimbursement of reasonable costs during your stay or instruct a third party to contact you after your stay to recover such costs. These may include specialized cleaning, repairs, restoration of damages, loss of room revenue during downtime, and administrative costs. Upon request, a breakdown of these costs will be provided to the address used for the reservation.
You must not bring any potentially dangerous or hazardous items onto the premises.
You must not damage or interfere with property belonging to us. If you do, we may cancel your reservation. You must immediately notify us of any damage. We may request immediate reimbursement or arrange recovery of reasonable costs for repairs, replacement, or specialized cleaning. A breakdown of costs can be provided upon request.
All room cards and keys must be returned upon departure. Failure to do so may result in charges for replacement keys or locks if necessary. If a key is not returned, please contact us to arrange its return.
Failure to comply with the above rules may result in immediate termination of your reservation, eviction from the guest rooms, and retention of all amounts paid. In serious cases, we may refuse future reservations and/or deny access to any of our hotels.
Your liability: If you or any member of your reservation causes damage or loss of any kind to us or other guests, including but not limited to those described in paragraph 5 (Smoking), you will be held responsible, and as the person who made the reservation, you will be required to cover all related costs.
PETS ARE NOT ALLOWED.
DISPUTE RESOLUTION
Any disputes arising in connection with the performance, interpretation, or validity of these General Terms and Conditions and the POS terminal agreement shall be resolved through negotiations, and if no agreement is reached, by the competent Bulgarian court. If the Bank does not respond to a client complaint within the statutory period or if the decision does not satisfy the client, disputes may also be referred to the Payment Disputes Conciliation Commission.
The Payment Disputes Conciliation Commission at the Consumer Protection Commission is an alternative dispute resolution body for national and cross-border disputes between payment service providers and users, in connection with the application of the Payment Services and Payment Systems Act and relevant EU regulations. Conciliation proceedings begin with the submission of an application to the Commission, which may be submitted in writing, by email, or online via the Consumer Protection Commission website.
The requirements, procedures, and monetary thresholds are defined in rules approved by the Governor of the Bulgarian National Bank and published in the State Gazette. The proceedings before the Commission are not a mandatory prerequisite for filing a claim in court.
Additional information about the Payment Disputes Conciliation Commission can be found on the Consumer Protection Commission website and in Chapter Ten, Section II of the Payment Services and Payment Systems Act.
INFORMATION ABOUT SUPERVISORY AUTHORITIES
Commission for Personal Data Protection
Address: Sofia 1592, 2 Prof. Tsvetan Lazarov St.
Tel: +359 2 915 3519
Fax: +359 2 915 3525
Email: kzld@cpdp.bg
Website: www.cpdp.bg
Consumer Protection Commission
Address: Sofia 1000, 1 Vrabc̆ha St., floors 3, 4, and 6
Tel: +359 2 933 0565
Fax: +359 2 988 4218
Hotline: 0700 111 22
Email: info@kzp.bg
Website: www.kzp.bg