THESE TERMS AND CONDITIONS GOVERN THE RELATIONSHIP BETWEEN HOTEL MORENI AND THE GUESTS OF THE HOTEL REGARDING THE SERVICES PROVIDED.
1. BOOKING CONDITIONS
1.1. You can make a reservation at Hotel Moreni in one of the following ways:
• Through the reservation form on the website www.hotelmoreni.bg
• By email: reservation@hotelmoreni.bg
• On one of the following phones:
+359 878 879 888
+ 359 (02) 907 85 00
• On site at the hotel
1.2. Once we have received and processed your request, we will contact you to confirm availability.
1.3. You will receive a confirmation of the reservation made at the e-mail address specified by you. It describes: the type and number of rooms booked, the date of check-in and check-out of the hotel, the number and age of the guests specified in the booking request, as well as the amount due. Please read this information carefully and contact us in case a correction is needed.
1.4. At the hotelier’s discretion, an amount may be specified as a required security deposit to be paid in advance equal to the value of the first night for each of the rooms occupied on days that are not declared as package or holiday. Payment by you should be made within no more than 2 (two) days after sending our email (unless another time is agreed). The rest of the amount of your entire reservation is payable on site at the hotel.
• For reservations from Monday to Thursday: 30% advance payment before check-in
• For reservations on Friday, Saturday and Sunday: 100% prepayment before check-in
1.5. For package, group and holiday offers, at the discretion of the hotelier, an amount that you should pay in advance before your check-in is the amount of 100 (one hundred)% of the reservation amount may be specified as a required guarantee deposit. Payment by you should be made within no more than 2 (two) days after sending our email (unless another time is agreed).
1.6. Upon receipt of advance payment, your reservation is valid and considered to be finally CONFIRMED.
1.7. If payment is not made within the described period, the hotel reserves the right to cancel the reservation in question even if it cannot contact the guest.
1.8. When a guest makes a reservation at Hotel Moreni, it is considered that he has read these general terms and conditions and agrees with them.
2. CONDITIONS FOR CANCELLATION OF RESERVATIONS
2.1. You can cancel your reservation in one of the following ways:
• By email: reservation@hotelmoreni.bg
• On one of the following phones:
+359 878 879 888
+ 359 (02) 907 85 00
2.2. In case of cancellation of a confirmed reservation for the days from Monday to Thursday (does not apply to package and holiday offers) 3 (three) or more days before the check-in date, the client does not owe a penalty.
2.3. In case of cancellation of a confirmed reservation for the days from Monday to Thursday (does not apply to package and holiday offers) 3 (three) or less days before the check-in date, the customer owes a penalty in the amount of the deposit transferred for the reservation.
2.3. In case of cancellation of a confirmed reservation for Friday, Saturday or Sunday (does not apply to package and holiday offers) less than 7 (seven) days before the date of check-in or in case of no-show on the day of check-in, the amount paid in advance for the booking will not be refunded and the booking will be considered cancelled.
2.4. In case of cancellation of a confirmed reservation under a package offer less than 15 (fifteen) days before check-in or in case of no-show on the day of check-in, the amount paid in advance for your reservation will not be refunded, and the reservation is considered canceled.
2.5. In case of cancellation of a confirmed group reservation less than 15 (fifteen) days before check-in or in case of no-show on the day of check-in, the amount paid in advance for your reservation will not be refunded, and the reservation will be considered canceled.
2.6. In case of cancellation of a confirmed holiday offer reservation less than 30 (thirty) days before check-in or in case of no-show on the day of check-in, the amount paid in advance for your reservation will not be refunded and the reservation will be considered cancelled.
2.6. Hotel Moreni reserves the right to cancel a confirmed and paid reservation in case of force majeure and other reasons beyond the control of the hotelier. In these cases, the hotelier:
• Offers accommodation for another period, while keeping the same conditions and prices.
• Refunds the deposit paid by the client within 30 (thirty) days from the date of receipt of a written request for this from the tourist, without paying a penalty to the same.
2.7 The above conditions for cancellations of holiday package reservations are valid only if no other conditions are specified when preparing the package itself.
3. ACCOMMODATION CONDITIONS
3.1. Check-in and check-out hours:
Check-in: after 14:00 p.m.
Check-out: until noon
In case of later vacating the room, in cases where this is possible and has been previously agreed with the Reception, an additional fee is paid as follows:
• Upon vacating the room by 15:00 p.m., a fee is due, according to the published price list for late check-out.
• Upon vacating the room after 15:00 p.m., a payment of 100 (one hundred)% of the overnight stay is due.
3.2. Reservations are held until 00:00 on the relevant day of arrival.
3.3. Pets are not allowed in the hotel rooms. Pets are allowed in the hotel’s lobby bar and restaurant, and must be on a leash and accompanied by their owner everywhere.
3.4. Check-in at the hotel takes place through the presentation of personal documents certifying the identity of the guests. The data provided by you are protected in accordance with the Personal Data Protection Act and the normative acts regulating the protection of information and are processed only in connection with the implementation of the established requirements of the Tourism Act. This information will be used only and solely in connection with the reservations made and will not be provided for any other purpose.
4. ACCOMMODATION PRICES
4.1 The prices for accommodation at Hotel Moreni are indicated on the hotel’s official website: www.hotelmoreni.bg
5. METHODS OF PAYMENT
5.1. In cash at the hotel /in Bulgarian leva/.
5.2. Via debit or credit card at the hotel.
5.3. Via debit or credit card through the official website reservation system.
5.4. By bank transfer in advance to the following bank account:
MORENI TOUR LTD.
Sofia, Vitosha Nature Park
Bank: Eurobank Bulgaria AD (Postal Bank)
IBAN: BG63BPBI88981027906601
VAT No.: BG 202203873
BIC: BPBIBGSF
Represented by: Nikolay Bozhinov
6. RIGHTS AND OBLIGATIONS OF THE PARTIES
6.1. Hotel Moreni undertakes to provide the hotel guests with the services requested and paid for in full.
6.2. Amounts requested but not used in whole or in part due to the fault of the hotel guests are not refundable.
6.3. All prices announced on the hotel’s website www.hotelmoreni.bg, as well as described in the hotel’s e-mail messages, are in Bulgarian leva including VAT and tourist tax.
6.4. The costs of additional services are not automatically calculated in the final price and must be paid separately.
6.5. Hotel Moreni is a non-smoking place. According to the provisions of the national legislation, smoking in public places is prohibited, therefore, in case of non-compliance with them, the hotel reserves the right to impose, without prior notification, a fee in the amount of BGN 100.00.
6.6. In case of force majeure (epidemics, disasters, etc.) the amount of the reservation is not refunded, but a voucher is prepared for use within 1 month from the date of accommodation.
6.7. Hotel guests assume the responsibility to observe generally accepted norms of good behaviour during their stay at the hotel. All costs for material damage to the hotel shall be paid by the persons who caused it.
7. COMPLAINTS/ RECLAMATIONS
7.1 All complaints related to the quality of the services provided by the Hotel must be submitted by the customer on site at the hotel in order to remedy the weaknesses. The presentation is made in writing. In the event that the requirements are not met, the client must request a report from the responsible person. Within 3 working days after its creation, the client will receive the official opinion on the problem from the Hotel Manager.