RESERVATIONS AND ACCOMMODATION
The management of “SUNRISE HOLIDAYS” EAD with UIC: 131428046 and address: City of Sofia, 6 Sultan Tepe Str., 1st floor, is obliged to ensure the use of the services requested and paid for by the client by online reservation, in their full quantity and quality according to the data provided by the client through the reservation form for: client name, period, number of nights, number of adults and children, price per night.
All wishes of the client, filled in in the “Note” field in the reservation form, will be satisfied if possible.
Only persons who have not reached the respective age specified on the date of arrival are accepted in the reservation for children.
PRICES AND PAYMENT
The prices on the website of SUNRISE HOLIDAYS EAD are in euros (EUR) and equivalent in leva (BGN), including VAT, tourist tax and insurance. The total amount due from the client is calculated automatically, depending on the number of days, the number of adults and children and the current price offer for the relevant period.
When making online reservations for the purpose of guarantee, it is necessary to pay a deposit at the time of booking in the amount of the value of the first night, by debit/credit card or at the latest within the period specified after booking by bank transfer.
SUNRISE HOLIDAYS EAD reserves the right to change the prices and special offers on its website depending on demand and currently available vacancies. For reservations already made, confirmed and paid, the amount due does not change, regardless of the new price offers presented.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In case of cancellation, non-use or change of an already paid online reservation by the client, SUNRISE HOLIDAYS EAD will refund the amount paid upon request, charging the appropriate penalty:
GUARANTEE POLICIES
“SUNRISE HOLIDAYS” EAD supports the following types of reservation guarantee policies:
1. Standard guarantee policy:
Reservation guarantee policy
The reservation is considered confirmed after payment of the first night.
When choosing payment by bank transfer, the amount for the first night must be transferred within 3 days after making the reservation. The remaining amount is paid upon check-in at the hotel.
Cancellations and changes
• Cancellations are made by email: reservations@hotelsunrise-bg.com or phone +359 886 286 802
• In case of cancellation or no-show, the amount paid as a deposit will be retained as a penalty
• In case of early departure, the reservation amount is not refundable.
2. Non-refundable reservation policy
Reservation Guarantee Policy
• 100% of the reservation amount is due as a non-refundable deposit
• The reservation is considered confirmed after payment of the full amount.
• Reservations not paid within the specified time limits are considered unconfirmed.
• When paying by bank transfer, the full amount is paid within 3 days
Cancellations and changes
• Cancellations are made by email: reservations@hotelsunrise-bg.com or phone +359 886 286 802
• In case of cancellation or no-show, the entire amount is retained as a penalty for the reservation.
• In case of early departure, amounts for the reservation are not refunded.
When refunding a paid amount, all transfer costs (bank fees and others) are at the expense of the client. Refunds due to cancellation are made within a 30-day period depending on the payment method, the amounts are refunded only to the bank account from which they were received. Your card details are used only by the intermediary bank and are not stored by us.
TYPES OF PAYMENTS
Payment can be made in 2 different ways:
1. Electronically with a debit or credit card
We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic or Maestro cards. When you select this payment method, a payment page of our servicing bank opens, where you enter your card details. If you are registered in the Verified by VISA or MasterCard SecureCode authentication schemes, an authentication page of your Issuing bank opens, where you enter your authentication password. In the event of a successful transaction, a transaction note is displayed on the screen, which you 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 card, we apply the best practices recommended by international card organizations:
Security during the entry and transmission of card data is ensured by using the SSL protocol to encrypt the connection between our server and the payment page of our servicing bank.
The authenticity of your card is verified by entering a security code (CVV2).
In addition, to identify you as a cardholder, the e-commerce payment server of our servicing bank supports the authentication schemes of international card organizations – Verified by VISA and MasterCard SecureCode, in case you are registered to use them.
At the time of online booking, the mentioned amounts will be automatically withdrawn from your card upon completion of the payment process.
From a security point of view, the maximum amount for payment by card is 2000 euros / 3911.66 BGN.
2.By bank transfer
Payment of the specified amount must be made no later than the deadline specified after the reservation. After making the payment, it is advisable to send a copy of the payment document to reservations@hotelsunrise-bg.com, and it is mandatory to enter the reservation number in the reason for payment.
IMPORTANT!
If the online reservation is not paid within the specified deadline and if a copy of the payment document is not sent when paying by bank transfer, your reservation will be automatically canceled by the reservation system.
In case you are prevented from paying the amount for an already made online reservation, please notify us by e-mail: reservations@hotelsunrise-bg.com. In case of failure to comply with this condition, SUNRISE HOLIDAYS EAD has the right to seek liability and penalties for made and unpaid reservations.
REFUNDS
In the event that the customer cancels their reservation under the above conditions, we will refund the amount using the same payment method used for the reservation.
Refunds for amounts paid by bank card or bank transfer can only be made to the bank card or bank account used for payment. All bank charges for this transaction are at the customer’s expense.
CONDITIONS OF STAY:
CHECK-IN AND CHECK-OUT
Check-in at the hotel is after 15:00 on the day of arrival, and check-out is until 12:00 on the day of departure.
If possible, early check-in or late check-out can be provided for an additional fee.
NO-SHOW
In case of no-show without prior notice, the reservation is considered invalid, and the hotel has the right to retain the deposit and release the room for resale.
PETS
Pets weighing up to 5 kg are allowed in the hotel after prior confirmation. An additional fee is charged for them per night.
The owners are fully responsible for the behavior of the animals and for any damage caused.
Animals are not allowed in the restaurant and the pool area.
STAY RULES
In order to ensure the comfort and safety of all guests, the following rules apply at the hotel:
We ask guests to order no more than 2 drinks at the bar at the same time.
Guests in swimsuits are not allowed in the restaurant.
It is not allowed to take food out of the restaurant.
Animals are not allowed in the restaurant.
Smoking is not allowed in the rooms. In case of violation, the hotel has the right to impose an appropriate financial penalty.
LIABILITY
The guests are responsible for all damages caused during their stay. The hotel has the right to claim compensation for damages caused.
FORCE MAJEURE
The hotel is not responsible for full or partial failure to fulfill its obligations when the same is due to the occurrence of extraordinary and unforeseeable circumstances beyond its control (force majeure), including, but not limited to: natural disasters, fires, floods, epidemics, military actions, strikes, administrative restrictions or interruption of utility services.
DISPUTE RESOLUTION
Disputes arising from the implementation, interpretation or operation of these General Terms and Conditions and the POS terminal device contract shall be resolved through negotiations, and in the event that no agreement is reached – by the competent Bulgarian court. When the Bank fails to rule on the Client’s complaint within the statutory period, as well as when the decision does not satisfy the Client, the disputes may also be referred for consideration by the Payment Disputes Conciliation Commission. The Payment Disputes Conciliation Commission of the Consumer Protection Commission is a body for alternative resolution of national and cross-border disputes between payment service providers and payment service users in connection with the application of the Payment Services Act, the implementing regulations, Regulation (EC) No. 924/2009, Regulation (EU) No. 260/2012 and Regulation (EU) 2015/751. Conciliation proceedings begin with the submission of an application to the Commission. The application shall be submitted in writing, by e-mail or online via the website of the Consumer Protection Commission. The requirements for the application under the previous sentence, the conditions and procedure for initiating and terminating conciliation proceedings and for examining and resolving disputes within the competence of the Commission, as well as the maximum monetary threshold for disputes shall be determined by regulations approved by the Governor of the Bulgarian National Bank. The regulations shall be published in the State Gazette. The Conciliation Commission for Payment Disputes shall, upon request, provide the payment service user with information on a durable medium regarding the procedure for conducting conciliation proceedings. Proceedings before the Commission are not a mandatory prerequisite for filing a claim in court. Additional information on the Conciliation Commission for Payment Disputes can be found on the website of the Consumer Protection Commission, as well as in Chapter Ten, Section II of the Payment Disputes Act.
