General terms
Reservation
You can make a reservation at Hotel Perla in the following ways:
– By phone at +359 887 868 844
– By email at reservations@hotelperlabg.com
– Through the hotel website www.hotelperla.bg
– On site at the hotel
Additional accommodation
– Price for single accommodation – 90% of the price of a double room;
– An adult accommodated on an extra bed pays 80% of the price of a regular bed.
Reservation by email or phone
For reservations by email or phone, you need to send a request to reservations@hotelperlabg.com or call +359 887 868 844, providing information about the guest’s name, period of stay, number of nights, number of adults and children over 16. You will then be provided with a price offer for accommodation by email or phone.
The price offer is valid for 24 hours. Hotel Perla reserves the right to change prices and special offers depending on demand and current availability.
Requesting a quote does not guarantee reservation of the room. Upon confirmation of the quote, Hotel Perla should reconfirm the currently available rooms and prices, after which you will receive a confirmation of the reservation to the email address you provided.
The confirmation will describe the number and category of rooms booked, the number of guests, the arrival date, the departure date, as well as the amount due. After receiving the confirmation, please familiarize yourself with the information specified in it and contact us if it is necessary to make a correction in any of the reservation parameters.
Your reservation is considered confirmed, but not yet GUARANTEED. Within 72 hours of receiving the confirmation, you must pay the deposit mentioned in the booking confirmation. Only after receiving the advance payment is the reservation considered confirmed and GUARANTEED. If payment is not made within 72 hours of confirmation, the hotel reserves the right to cancel the reservation.
Payment for a reservation made by email or phone
Payment for a reservation made by email or phone can be made in the following 2 ways:
– by credit/debit card through our virtual POS terminal;
– by bank transfer, indicating your name and reservation number as the reason for payment.
Accepted credit cards: Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro.
Online booking
Through the online reservation system on our website, you can make a reservation yourself by entering the required parameters: period of stay, number of adults and the available room you desire.
You can make an online reservation payment in two ways:
– payment through our virtual POS terminal with a credit/debit card — Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro, and receive instant confirmation of a successful and GUARANTEED reservation;
– payment by bank transfer within 72 hours of making the reservation, and you should pay a deposit in the amount specified in the reservation confirmation.
Only after receiving the required amount for the reservation, it is considered GUARANTEED. If payment is not made within 72 hours of its confirmation, the hotel reserves the right to cancel the reservation.
All customer wishes specified in the additional notes field are not binding, but we will do our best to satisfy them.
On-site hotel reservation
When booking a place at the hotel, you need to provide information about the guest’s name, period of stay, number of nights, number of adults and children/age, after which you will be provided with a price offer for accommodation.
The price offer is valid for 24 hours. Hotel Perla reserves the right to change prices and special offers depending on demand and current availability.
Requesting a quote does not guarantee reservation of the room. Upon confirmation of the quote, Hotel Perla should reconfirm the currently available spaces and prices, after which you will receive a confirmation of the reservation to the email address you provided.
The confirmation will describe the number and category of rooms booked, the number of guests, the arrival date, the departure date, as well as the amount due. After receiving the confirmation, please familiarize yourself with the information specified in it and contact us if it is necessary to make a correction in any of the reservation parameters.
Your reservation is considered confirmed but NOT GUARANTEED and within 72 hours of receiving the confirmation you must pay a deposit in the amount indicated in the confirmation. Only after receiving the required amount is the reservation considered confirmed and GUARANTEED. If payment is not made within 72 hours of confirmation, the hotel reserves the right to cancel the reservation.
Payment for a reservation made on site at the hotel can be made in the following 2 ways:
– by credit/debit card through our virtual POS terminal;
– by bank transfer, indicating your name and reservation number as the reason for payment.
Accepted credit cards: Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro.
When booking at the reception and checking in within the next 72 hours, payment must be made on site or upon check-in at the hotel.
When paying a deposit for more than one room, it is necessary to provide the reservation numbers of the remaining rooms, as well as the names of the guests.
When requesting a company invoice, you must send the company details in advance before making the payment to reservations@hotelperlabg.com or provide them on site before making the payment at the hotel.
Prices
All prices listed on the hotel website are in Euro (EURO) and Bulgarian Lev (BGN), including 9% VAT, tourist tax and insurance. The total amount payable by the client for the reservation is calculated depending on the number of days, the number of adults and children, the number and category of rooms, as well as the current price offer for the relevant period.
Online payments
Accepted credit cards for online payments: Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro.
For online reservations, after confirming the reservation and paying via a virtual POS terminal, the BORICA payment page opens. The payment screen is located in BORICA’s 3-D Secure environment, ensuring full protection of the data entered by the customer.
On this screen you should enter your card details – card type, number, expiry date and CVV2/CVC2 code. For cards requiring additional 3-D authentication, where 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 order to use your debit card for online payments, you need to activate this service and receive a secret code to use in your online payments. Activation can be done at any ATM in the BORICA network.
The hotel does not have access to your card details.
Upon successful transaction, a transaction note will be displayed on the screen. At the time of online booking, the amount of your reservation will be automatically withdrawn from your card upon completion of the online payment process via a virtual POS terminal. After successful payment of the amount, you will receive confirmation, number and parameters of your GUARANTEED reservation.
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 does not decide on the Client’s complaint within the statutory period, as well as when the decision does not satisfy the Client, the disputes may be referred for consideration by the Conciliation Commission for Payment Disputes.
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 implementation of the Payment Services Act, its implementing regulations, Regulation (EC) No. 924/2009, Regulation (EU) No. 260/2012 and Regulation (EU) 2015/751.
The conciliation proceedings begin with the submission of an application to the Commission. The application is submitted in writing, as well as by e-mail or online via the website of the Consumer Protection Commission.
The requirements for the application, the conditions and procedure for initiating and terminating conciliation proceedings, as well as the examination and resolution of disputes within the competence of the commission, are determined by regulations approved by the Governor of the Bulgarian National Bank. Proceedings before the commission are not a mandatory prerequisite for filing a claim in court.
Payment by bank transfer
You can make payment for the reservation by bank transfer within 72 hours from the moment of registering the reservation request, to the following bank account:
EAST INVESTMENT OOD
PLOVDIV
BREZOVSKO SHOSE № 137
ANGEL PEPELESHEV
UNICREDIT BULBANK AD
IBAN in BGN: BG97UNCR70001525647789 – EUR
BIC COD: UNCRBGSF
All bank fees and transfer costs are at your expense.
When requesting payment for a reservation via bank transfer, you must enter your name and reservation number as the basis for payment. After successful payment of the reservation price according to the offer, you will receive an invoice for the advance payment.
Payment on site at the hotel
Payment on site at the hotel can be made in euros (EURO), in cash or by credit card – Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro.
Payments at the Reception are accepted in euros (EURO), according to the official fixing of the Bulgarian National Bank: 1 euro = 1.95583 leva.
Cash payments are accepted for reservations up to 5112.41 EUR / 9,999 BGN. If the reservation value is over 5112.92 EUR / 10,000 BGN, payment is not accepted in cash and must be made by bank transfer.
If you require a company invoice, please provide us with your company details before making payment.
Reservation cancellations
If you wish to cancel your reservation, you can do so at:
– phone +359 887 868 844
– email reservations@hotelperlabg.com
You can cancel your hotel reservation up to 3 days before your arrival date without incurring any cancellation fees by sending an email to reservations@hotelperlabg.com.
If you cancel your reservation less than 3 days before the arrival date or do not show up on the day of check-in, the hotel will charge a penalty of 1 night’s stay to the credit/debit card details you provided.
Surcharge upon check-in
– Surcharge for tourist tax and insurance – 2.90 EUR / 5.67 BGN per person per night.
No refunds will be given for services not provided due to shortening the stay or early departure from the hotel.
Changes to reservations
Reservation changes — name changes, date changes, number of guests, or room type — are accepted free of charge up to 8 days prior to arrival, subject to availability and applicable pricing conditions at the time of receipt of the change request.
Changes to reservations received from 7 to 3 days prior to arrival are accepted based on availability and valid pricing conditions at the time of receipt of the change request, and amounts paid in advance are non-refundable.
Force majeure
Hotel Perla reserves the right to cancel a 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 maintaining the same conditions and prices;
– refunds the deposit paid within 30 days from the date of receipt of a written request for this from the reservation holder, and the latter is not due a penalty.
If the guest is unable to travel due to force majeure circumstances and within 7 days prior to check-in, the guest must notify the hotel, providing written evidence of the force majeure reason. In this case, the hotel must provide accommodation for another period.
Accommodation
Each newly arriving guest is required to present an ID to be registered. Payment for the room is made at the time of check-in.
Check-in – after 15:00.
Check-out – by 12:00 on the day of departure.
After this time, an additional fee is paid at the reception, with the possibility of extension.
Internal order and responsibilities of guests
Hotel guests are responsible for all damages caused to the hotel’s furniture and inventory, as well as for missing parts of it. Damages are paid at the reception according to the damage price list announced at the reception.
The hotel management is not responsible for the recovery of items forgotten or left unattended by guests.
Smoking is not permitted in hotel rooms, hotel interiors and the restaurant. Smoking is only permitted in designated areas.
Guests are obligated to behave in a manner that does not disturb other guests and does not damage the prestige and good name of the hotelier.
Customers must comply with generally accepted standards of hygiene and order in the hotel.
Tourist meals are served at fixed times.
Hotel guests must maintain silence during the rest hours from 14:00 to 16:00, as well as after 23:00.
It is not permitted to move furniture and property in the hotel rooms and premises without prior approval from the manager.
It is forbidden to remove any kind of property — towels, equipment, utensils, etc. — during the guests’ stay. Beach towels can be obtained at the reception for a deposit. In case of any missing items, the corresponding fee will be charged.
For additional services and information, please contact the reception administrator on duty.
Store valuables and money in the safe at the reception for a fee. Otherwise, the hotelier is not responsible for them.
Access to the rooms by people who are not hotel guests is prohibited without permission from the hotel administration and presentation of an identity document. Your friends can freely visit the hotel lobby and restaurant if available and for a fee.
When leaving the room, please close the windows, terrace doors and front door.
When leaving the hotel, guests are required to personally leave the key cards at the reception and officially declare that they are leaving. The room is subject to inspection. If any missing items are found, the guest will be charged according to the announced price list.
Pool rules
Consumption of food and drinks in glass bottles or glasses is not permitted in the immediate vicinity of the pool, for safety reasons and to avoid water contamination.
Guests who are visibly intoxicated will not be served at the bar.
Swimming with clothes in the pool is not permitted.
Playing with large and hard objects in the pool is not allowed.
Children are not allowed to bathe or swim in the pool without the supervision of a parent or guardian.
Swimming in the pool is not permitted after 18:00.
Parking and security
Parking of cars at the entrance and exit of the hotel, as well as in a way that blocks traffic, is not permitted.
The hotel is not responsible for damage or theft of vehicles in the hotel parking area.
Items forgotten by guests are kept for up to 30 days, with the courier costs for their return being at the expense of their owners.
Pets are not allowed.
In the event of gross violations of the hotel’s internal rules, violation of the laws and legal order in the country, as well as damage to the hotel’s good name and prestige, the manager has the right to terminate the guests’ stay without compensation or refund of paid nights.
For security reasons, CCTV cameras are installed in all public areas.
The hotel management reserves the right to make changes to the opening hours of all facilities and dining and entertainment venues.
Personal data
Your personal data is protected according to the legislation of the Republic of Bulgaria and is used only by the reservation department of Hotel Perla.
East Investments Ltd., with VAT number BG203782448, ID: 203782448, represented by Angel Pepeleshev, with registered office in Plovdiv, 137 Brezovsko Shosse Street, is the personal data administrator and is responsible for compliance with the provisions of the General Data Protection Regulation 2016/679.
Your personal data will not be provided to third parties.
When you make a direct reservation at Hotel Perla, it is considered that you have read and agree to these General Terms and Conditions.
