General terms and conditions - Perelik hotel

HOTEL PERELIK POLICY REGARDING ACCOMMODATION IN DIFFERENT TYPES OF ROOMS, SUPPLEMENTS FOR EXTRA BEDS, COMPLIANCE WITH INTERNAL RULES AND THE USE OF VARIOUS FACILITIES IN THE HOTEL

1. Conditions for check-in and check-out, changes to booked services and accommodation of additional guests and pets, lost property and complaints

1.1. Guests’ check-in is carried out after 14:00. A 24-hour reception is available.

1.2. Check-in at the hotel is carried out upon presentation of personal documents verifying the client’s identity. The data provided by the Clients is protected in accordance with the Personal Data Protection Act and the regulations related to its implementation, governing the protection of information. Personal data is processed solely in connection with fulfilling the established requirements of the Tourism Act. This information is used only and exclusively in connection with the specific reservation and cannot be provided for other purposes.

1.3. The vacating of the rooms and the departure of the guests/clients is carried out no later than 12:00 on the day scheduled for check-out in the reservation.

1.4. Early check-in and late check-out is possible after confirmation from the hotel reception, and the request for this must be made at least 24 hours before check-in or check-out. Late check-out is considered to be the time from 12:00 to 20:00, and early check-in from 08:00 to 14:00. The use of this service is subject to an additional payment of 50% of the “Reception Price” for an overnight stay in the respective room, which payment must be made on site upon check-in at the hotel or when confirming the late check-out.

1.5. If the guests wish and if the hotel has availability for the corresponding period of stay, a change in the reservation is permitted, related to accommodation in a larger room, accommodating an additional person/persons on an extra bed, a change of meal plan with any possible supplement for HB, extension of the period of stay or a change in the age of the declared persons, which leads to an increase in the price. When incorrect information has been provided regarding the ages of the children at the time of booking (the children’s ages are accounted for not on the day the reservation is made, but on the day of check-in at the hotel), the price increases, and the increase is subject to payment. In the cases described in the previous sentences, the supplement is made according to the “Reception Price” in force for the specific period, and the supplement must be paid before check-in.

1.6. Upon check-in, the receptionist issues as many room cards as there are persons aged over 12 being accommodated. Given the fact that the cards are intended for multiple use, guests are obliged to return them upon departure from the hotel. When, upon leaving the hotel, guests do not return the initially provided cards, they are required to pay the cost of the plastic, which is 5 euros / 9.78 leva for each card. When the cards are issued, a temporary fee of 5 euros / 9.78 leva is charged for each of the provided cards, which amount is reversed after returning the cards to reception when vacating the room. The room cards also serve as access to the hotel’s SPA centre “Body & Soul”, as they open the turnstiles at the entrance and exit.

1.7. In addition to the access cards for the rooms and the SPA centre, upon check-in guests also receive cards with which they can obtain towels when using the SPA centre. When returning the towel to the SPA reception, the card against which the towel was received is returned to the guest. In the event that, upon departure from the hotel, the guest does not return the towel cards provided at reception, the hotel withholds an amount of 20 euros / 39.12 leva for each unreturned card.

1.8. Policy for accommodating additional guests:

1.8.1. At Hotel Perelik the following types of rooms are available to guests, allowing the accommodation of a minimum and maximum number of persons:

1.8.2. Junior Suite/maisonette rooms are equipped with two regular beds and a sofa bed (190 cm × 140 cm).

1.8.3. Two-bedroom rooms are equipped with four regular beds and a sofa bed (190 cm × 140 cm).

1.9.1. For single occupancy (except during the New Year period), a 25% discount is applied to the room rate. During the New Year period, the full room rate is charged, regardless of single occupancy.

1.9.2. Children up to 5.99 years old on an extra bed are accommodated free of charge.

1.9.3. Children from 6 to 11.99 years old, accommodated on an extra bed, receive a 50% discount on the regular adult bed rate. When children from 6 to 11.99 years old are accommodated on a regular bed, the full adult bed rate is charged, and the discount mentioned in the previous sentence does not apply.

1.9.4. Adults (persons over 12 years old), accommodated on an extra bed, receive a 25% discount on the regular bed rate.

1.9.5. Outside the New Year period, the nightly rate for one adult with one child up to 5.99 years old in a double room or Junior Suite/maisonette is calculated as single occupancy in the corresponding room type with the discount provided in 1.9.1. During the New Year period, the full nightly rate for the corresponding room type is charged.

1.9.6. For double occupancy in a two-bedroom room designed for four adults, a 25% discount is applied to the rate for the corresponding room type designed for four adults. During the New Year period, the full rate for the corresponding room type designed for four adults is charged.

1.9.7. For triple occupancy in a two-bedroom room designed for four adults, a 12% discount is applied to the rate for the corresponding room type designed for four adults. During the New Year period, the full rate for the corresponding room type designed for four adults is charged.

1.9.8. The discount for an adult or child accommodated on an extra bed applies only and exclusively when the regular beds in the corresponding room type are fully occupied.

1.9.9. Upon prior request and confirmation by the hotel, a foldable baby cot is provided free of charge for children up to 2 years old.

1.10. Pets:

1.10.1. Pets weighing up to 5 kg are allowed in the hotel against an additional fee of 25 euros / 48.90 leva per night/day.

1.10.2. Pets are not allowed in the restaurant, on the terrace, or in other dining areas.

1.10.3. Pets may be walked only outside the hotel grounds. Moving pets in the common areas of the buildings is permitted only when accompanied by a guest and provided they are kept on a lead/collar, in a bag/box, or carried in the guest’s arms.

1.11. Guests are required to vacate the room and return the key cards and the SPA towel cards and wait at reception to confirm that everything is in order and to clarify any minibar consumption. In case of any irregularities or damages, guests are obliged to pay for the identified losses or material damage.

1.12. For lost property, the hotel will contact the owner if they can be identified. Found items are kept for up to 3 months from the date they are found, unless they pose a hygiene risk or danger and may be destroyed or disposed of earlier. After the storage period expires, the hotel reserves the right to use, dispose of, or destroy the items at its discretion.

1.13. Complaints regarding used services may be submitted before check-out. The hotel will attempt to satisfy justified claims of the guests and compensate them for any inconvenience or discrepancies.

2. What is usually included in the rate, unless something additional (exclusive) is specified or something specific is excluded, according to a particular offer for a specific period:

2.1.1. The rates announced in the offers are in euros and leva, in accordance with the Law on the Introduction of the Euro in the Republic of Bulgaria until 08.08.2026.

2.1.2. Issued bills or invoices in leva are to be paid in leva until 31.12.2025, and from 01.01.2026 to 31.01.2026 they may be paid in cash in leva or euros, provided that payment in leva is made by converting the rate into euros at the fixed exchange rate of 1 euro = 1.95583 leva, rounded to two decimal places. From 01.02.2026, all bills or invoices must be paid exclusively in euros.

2.1.3. All payments by bank transfer or by credit/debit card from 01.01.2026 onwards are made solely in euros against issued bills or invoices in euros.

2.1.4.1. The “Reception Price” specified in offers or official price lists are final, with dual denomination in euros and leva, and include tourist tax, insurance, and VAT.

2.1.4.2. The rates specified in offers or official price lists are for a room with a designated number of regular beds according to the capacity of the corresponding room and include breakfast served as a buffet. In the case of low occupancy and fewer than 30 guests for breakfast, meals are served as a set menu and prepared on demand. Buffet breakfast is available from 07:30 to 10:00.

2.2. Other services included in the price:

2.2.1. Access to the Body & Soul SPA Lounge for use of: swimming pool, large jacuzzi, adventure shower, infrared sauna, Finnish sauna, cedar sauna, herbal sauna, aroma steam bath, steam sauna, herbal steam bath, access to hammam, salt room, ice room, relaxation area, and fitness.

2.2.2. Access to the reception area and the library.

2.2.3. Free use, for the period from the day of check-in to the day of check-out, of a shared wardrobe in the hotel for storing luggage and personal ski/snowboard or other sports equipment.

2.2.4.1. Use of the free outdoor parking in front of and next to the hotel is available until spaces are full.

2.2.4.2. Parking of vehicles in front of the main entrance of the hotel, as well as outside the designated parking spaces, is not permitted. All guests/clients must avoid parking in a way that blocks other vehicles or obstructs access to the building.

2.2.4.3. The hotel accepts no responsibility and is not liable for any damage to vehicles, luggage, or other contents inside them, as well as for passengers, while the vehicles are parked in front of or next to the hotel. We thank you in advance for your understanding and cooperation in ensuring a safe and convenient environment for everyone.

2.2.5. Free use during the winter season (only when the ski area is open) of transport to the ski area and back according to a set schedule. Guests can consult the announced shuttle schedule at the hotel reception.

2.2.6. Free use of Wi-Fi in the rooms, restaurant, lobby, and common areas of the hotel, as well as in the SPA and conference centre.

2.2.7. Free use of a safe in the room. When using the safes, the instructions for their proper use must be followed.

2.2.8. Free access for children to the hotel’s kids’ centre and free animation/entertainment for them.

2.2.9. Use of sports animation for adults is available upon prior booking at reception, when available. Information on whether such animation is available during your stay can be obtained at the hotel reception.

2.2.10.1. Receiving a complimentary welcome gift on the day of check-in, including a bottle of mineral water (1 litre) and two coffee capsules. Consumption of the tea provided in the rooms is free for the entire stay.

2.2.10.2. Additional coffee capsules are replenished daily during room cleaning.

2.2.10.3. All products/items from the minibar in the room, stocked and consumed by the guests, are charged upon check-out at reception according to the price list provided next to the coffee machine or the hot water kettle.

2.2.11. Buffet dinner for guests on the selected HB package. Alcoholic and non-alcoholic drinks are not included in the dinner rate. They are ordered from the à la carte menu and paid to the waitstaff. Buffet dinner is served between 18:30 and 22:00, with food service ending at 21:30.

2.2.12. Paid use of the heated garage until all spaces are full. To use the heated garage, guests must notify the bellboy or receptionist with the vehicle registration number and room number. The rate for using the heated garage is 9 euros / 17.60 leva per day. The cost of the “heated garage use” service is added to the room bill and must be paid at reception before leaving the garage.

2.2.13. Use of room service in the rooms from the restaurant’s à la carte menu and the lobby bar menu with a 15% surcharge for the “room service” service. Room service orders from the main restaurant can be made from 12:00 to 22:00, and from the lobby bar from 07:30 to 23:00.

2.2.14. Paid use of the hotel SPA centre for a variety of massages, therapies, facial and body cosmetic procedures, beautifying and body-shaping treatments for slimming and fat reduction, as well as health therapies for reducing inflammation, pain, and rejuvenation – including gunophoresis, deep oscillation, magnetotherapy, radiofrequency procedures, hydro-massage baths, and inhalations, which reduce stress, support rapid physical and mental recovery, and improve mood and self-confidence. All options and their rates are listed in the SPA menu and wellness therapies section. The SPA centre is open from 08:30 to 20:00.

2.2.15. Daily room cleaning between 08:00 and 16:00. If a “Do Not Disturb” sign is displayed and not removed by 16:00, the room will be cleaned the following day.

3. Internal rules and security

3.1.1. Smoking is prohibited in the rooms, common areas of the hotel, restaurant, and hotel bars. Violators are personally responsible for any administrative sanctions imposed by the competent authorities in connection with the violation. If the fire alarm system in the room and/or common areas of the hotel is triggered due to smoke from smoking and/or the audible alarm system is activated, the violator(s) will be subject to a property penalty – a fine of 250 euros / 488.96 leva.

3.1.2. Designated smoking areas are located within the hotel’s outdoor areas – terraces of the lobby bar, restaurant terrace, platform in front of the restaurant and conference block, in front of the main entrance, and at the entrance to Plan B and the SPA centre.

3.2. Guests and visitors of the hotel are required to respect the hotel’s property. In case of any damage caused by them to hotel property, compensation is due according to the price list approved and published by the hotel.

3.3. Hotel guests are responsible for observing generally accepted standards of good behaviour during their stay at the hotel.

3.3.1. When using hotel facilities such as the relaxation area, kids’ corner, bars and restaurants, and the nightclub, guests and visitors must not disturb the peace of other hotel guests.

3.3.2. During generally accepted rest hours, between 14:00 and 16:00, and after 22:00, guests and visitors must not make loud noises, play loud music, or run in the corridors, to ensure maximum comfort and tranquillity for all other guests. Any violations should be reported to the reception staff.

3.3.3. If, despite a warning from hotel staff to comply with internal rules, the behaviour of the guest(s) does not improve, the hotel reserves the right to involve law enforcement and, in extreme cases, to terminate the reservation of the violating guest(s). In such cases, the hotel is not obliged to refund the reservation, and the paid rate will be considered compensation for the inconvenience caused to other guests and hotel staff.

3.4. Children under 7 years of age must be under constant parental supervision, unless they are in the kids’ corner, where responsible hotel staff care for them.

3.5. Children aged 7 to 12 years are not allowed to use the SPA centre, swimming pool, or fitness area unsupervised, without parental or adult guardian supervision. Parents or adult guardians are responsible for ensuring that these children comply with all rules for the use of the respective facility.

3.6. Hotel guests are not allowed to enter areas outside the wardrobe with ski boots, nor to bring skis/snowboards, ski boots, or other bulky sports equipment into the hotel rooms. Such equipment must be stored in the hotel’s luggage/ski storage area. Detailed information about storage locations and usage can be obtained at the hotel reception.

3.7. Outside the luggage storage area, the hotel is not responsible for lost, forgotten, or stolen items from rooms, restaurants, or the pool, nor for damage caused by third parties to guests’ belongings.

3.8. For the security of guests, their belongings, and the hotel property, the hotel provides 24-hour security and video surveillance in all common areas, public facilities, entrances, exits, and floors of the hotel.

4. Additional recommendations and requirements for hotel guests

4.1. Overnight stays in the hotel are not allowed for persons who are not registered. Persons are not permitted to stay in a room in which they are not registered.

4.2. Friends and visitors may be received in the hotel foyer, lobby, and restaurant.

4.3. Guests are not allowed to bring or use electric heaters or hookahs during their stay in the hotel.

4.4. Holding parties in hotel rooms is strictly prohibited.

4.5. Bringing in and storing flammable, explosive, or bulky items in the hotel building is prohibited.

4.6. Moving furniture and hotel property within the rooms or other areas of the hotel is not permitted.

4.7. Removing any type of hotel property (towels, linens, pillows, equipment, tableware, etc.) from the rooms during the stay is prohibited.

4.8. Hotel guests are financially responsible for any damaged or lost hotel property.

4.9. Bringing in or taking out food from the restaurant is prohibited.

4.10. Entering the dining areas in bathrobes or swimwear is prohibited.

4.11. Wearing slippers in the SPA area is mandatory. Guests may use their own slippers or purchase slippers at the SPA reception. Slippers provided in the rooms are not intended for use in the SPA centre.

“Pamporovo” AD reserves the right to modify the information on this page and the general terms and conditions in response to changes in market conditions.