General Terms and Conditions for accommodation and provision of additional services at Hotel Neva

These general terms and conditions (T&C)(subject to corrections) apply directly or indirectly to all services provided by Hotel Neva, including reservations made through https://hotelneva.eu/, tour agents, tour operators and partners of the Hotel. You can familiarize yourself with them online, through mobile devices, on-site, by email or by phone. By requesting a reservation for accommodation and/or provision of an additional service at Hotel Neva and viewing and using our website, regardless of which platform, including those of tour agents, tour operators and partners of the Hotel (hereinafter referred to as “website”), you confirm that you have read, understood and accepted the rules and conditions specified below.

Reservation request

By submitting a reservation request and its confirmation by the Hotel, a contract arises between us and you, which is governed by what is written in these T&C, and in case of gaps, the relevant Bulgarian legislation applies.

To make a reservation, you must provide a name, e-mail address and telephone number.

Before submitting a Reservation Request, it is the user’s responsibility to familiarize themselves with the General Conditions for Hotel Reservations at Hotel Neva. The user must agree to and accept these conditions. If they do not accept the General Conditions for accommodation at Hotel Neva, their request will not be considered.

Reservation requests for accommodation and/or services are made in one of the following ways:

1. Through the web reservation system https://hotelneva.eu/

2. By phone +359 892 287 556 – Reservations Department

3. By e-mail: reservations@hotelneva.eu

4. through a tour operator, travel agent or other partner

5. At the reception at Hotel Neva

A reservation for accommodation is considered guaranteed if at least 30% of the amount is paid in advance by bank transfer, credit card or cash at Hotel Neva.

Accommodation at the Hotel is done by presenting personal documents proving the identity of the client who made the reservation, a document proving payment of the advance amount and a confirmation or voucher for accommodation.

Charges

We do not add additional (reservation) fees to the room price and do not charge your personal credit/debit card, as you pay directly to the virtual POS terminal of the Bank that provided the virtual POS terminal to the Hotel.

We do not require data from your credit or debit card to guarantee your reservation. Our system redirects you to a virtual POS terminal of the servicing bank that provided the virtual POS terminal to the Hotel. After you have confirmed the service you want on the website, you send the information from your credit or debit card directly to the Servicing Bank, which processes the prepayment.

The payment is processed securely by a third party (the Servicing Bank) and is transferred directly from your bank account to the hotel’s bank account. Hotel Neva does not make, accept or process payments, this is done through the virtual POS terminal of the servicing bank.

In case the payment is made by bank card, refunds are made by bank transfer within 30 days.

The Hotel reserves the right to corrections in prices and conditions in case the Government of the Republic of Bulgaria changes the current fees or imposes other regulatory changes.

Cancellation of reservation

Free cancellation of a reservation is possible up to 14 days before accommodation without penalties being due. Please contact us if you wish to cancel your reservation! For reservations cancelled after this period, a penalty of 30% of the total amount is due.

No show – prepaid amounts are not refunded.

Early departure – the entire stay is invoiced.

Check-in and check-out of premises

Check-in time at Hotel Neva is after 14:00. Any arrival before this time will be accommodated according to the hotel’s occupancy. Check-out time is until 12:00. Any check-out after the standard regulated time and is an additional fee.

Late check-out after 12:00 must be requested in advance. It is confirmed when possible by the hotel and is charged additionally and paid at the hotel reception. For additional information, contact the hotel reception directly or the reservations department.

Arrival and departure policy

Check-in time at Hotel Neva is after 14:00. Any arrival before this time will be accommodated according to the hotel’s occupancy. Check-out time is until 12:00 noon. Any check-out after the standard regulated time can be honored if the hotel’s occupancy permits and is at an additional fee.

Check-out time – 12:00. Guests who check out between 12:00 and 18:00 pay an additional 50% / fifty percent / of the nightly rate for the respective room. Check-out after 18:00 is charged the rate of one full night.

Additional services

Parking for cars: 5 euros per day

Parking for buses: 7 euros per day

Baby cot: free

* The hotel parking is unguarded. The Hotel is not responsible for theft of the vehicle and for damages caused to it and items missing from it.

Car Transfers

The Hotel offers transfers to and from airports, as well as to any point in the country. Transfers are carried out by licensed carriers at rates announced by them. If interested, please inquire about current prices for services.

Smoking policy

In accordance with Bulgarian legislation, Hotel Neva adheres to a policy of no smoking in all interior parts of the hotel, including: guest rooms, public areas and corridors. For guests who do not comply with our policy, a fine of 100 euros is imposed, which every Guest, Client and Visitor to Hotel Neva gives their unconditional consent to be added to the room bill or be demanded from the violator personally. The violator also bears personal responsibility for the administrative sanctions imposed by the competent authorities in connection with the violation.

Designated smoking areas are distributed within the outdoor area of the hotel.

Thank you for complying with the Smoking Policy.

General rules of conduct

The Hotel reserves the right not to tolerate unacceptable levels of noise or guest behavior. You are responsible for complying with generally accepted standards of good behavior during your stay at the Hotel. In case of refusal to comply with the requirements, the hotel reserves the right to terminate the reservation without being liable for refund or compensation.

The hotel’s policy is not to discriminate on the basis of race, skin color, nationality, religion, gender, marital status, age, ethnic origin or disability. Guests and staff are expected to adhere to this policy and the hotel reserves the right to remove from the hotel any person or persons who have committed violations against this policy.

Pet policy

Pets are allowed. Pets should have developed hygienic habits, be at least 6 months old and weigh no more than 4 kg.

The pet is not allowed to be left unsupervised alone in the room.

Pets are not allowed in the hotel restaurant.

The pet fee is 10 euros per day.

All costs for material damages caused to the hotel are paid by the persons who caused them at market prices after an invoice is provided by the Hotel.

Limited liability

Subject to the limitations set out in these terms and conditions and under law, we are only liable for direct damages incurred, paid or for which you have been held liable as a result of our failure to fulfill our obligations in connection with the services we offer on the website, up to the amount of the total amount of your reservation as specified in the confirmation email.

However, neither we nor any of our employees, managers, representatives, or others involved in creating, sponsoring, promoting or otherwise engaged in presenting the site and its content, are liable for any punitive, special, indirect or consequential loss (1) or damages; (2) for any inaccuracy related to the Bank’s Virtual POS terminal (including withholding of funds from you due to unauthorized transactions arising from making a reservation on our site); for the services performed (3), offered by the Bank, for any (direct, indirect, special, consequential or punitive) damages, losses or expenses (4), incurred by you, for which you have been held liable, or have paid, arising as a result of or in connection with the use, inability to use or delay of our website; for any (personal) injury, death, or other (direct, indirect, special, consequential or punitive) damages, losses or expenses (5) suffered or for which you have been held liable or have been paid by you, whether due to (legal) actions, errors, unfulfilled obligations, (general) non-performance, willful crime, omissions, non-performance, misrepresentations, lawbreaking or non-performance of direct obligations (fully or partially) by the bank’s virtual POS terminal (its employees, directors, agents, representatives or distribution companies); including for any (even partial) force majeure circumstances or any other event beyond our control.

Hotel Neva is not responsible for services outside the hotel that the client has purchased individually on site.

Hotel Neva is not responsible for lost, forgotten or stolen items from rooms, restaurants or pool, as well as for damages caused by third parties.

Amounts claimed but not used in whole or in part for services due to the client’s fault are not refunded.

Complaints

All complaints related to the quality of services provided by the Hotel must be presented by the client on site at the hotel in order to eliminate deficiencies. The presentation is done in writing. If the requirements are not satisfied, the client must request from a responsible person the preparation of a protocol. Within 3 working days of its submission, the client will receive the official position regarding the issue from the Hotel Manager.

Intellectual property rights

The software necessary for performing our services or available for use on our website, as well as the intellectual property rights (including copyrights) to the content and information or material on our website, are the property of Hotel Neva, unless otherwise indicated.