General Terms and Conditions for online booking
General terms and conditions for online reservations on the website of Hotel Kristal, Golden Sands resort
BOOKING AND ACCOMODATION
Hotel Kristal undertakes to provide the services requested and paid for by the client according to the data entered by him in the reservation form – guest name, room type, period of stay, number of nights, number of adults and children, as well as the selected price offer.
Children are considered to be persons under the age of 12 on the date of check-in. Children under 1.99 years old are not noted in the reservation form. Information about them should be indicated in the “Comment” section when completing the reservation.
PRICES, PAYMENT AND RESERVATION GUARANTEE
All prices published on the website of Hotel Kristal are final and are indicated in euros (EUR) and Bulgarian leva (BGN), including VAT, tourist tax and hotel insurance.
The total cost of the reservation is automatically calculated based on the period of stay, number of guests, age of children and the price offer selected at the time of booking.
Hotel Kristal reserves the right to change published prices, special offers, promotions and booking conditions depending on occupancy, period, availability and market conditions. For already confirmed and paid reservations, price changes do not apply, regardless of new offers provided.
To guarantee an online reservation, a payment of an amount is required according to the terms of the selected price offer. Depending on the specific offer, the following may be required:
- full prepayment of the reservation;
- partial advance payment;
- payment on the spot;
The amount of payment due, the deadline for its payment and the applicable cancellation conditions are clearly displayed during the booking process and confirmed in the confirmation email sent.
PAYMENT TYPES
- Payment with a bank card via virtual POS
On the website of Hotel Kristal, owned by Adonis 45 Ltd., debit and credit card payments are processed through the secure Smart Checkout payment system of Viva.com.
Payments are accepted with Visa, Mastercard, Maestro, Apple Pay, Google Pay and other methods supported by Viva.com at the time of payment.
Payments are accepted with Visa, Mastercard, Maestro, Apple Pay, Google Pay and other methods supported by Viva.com at the time of payment.
Hotel Kristal, respectively Adonis 45 Ltd., does not store and does not have access to the full details of the bank cards used. All card details are entered directly into a secure payment environment managed by Viva.com.
When refunding amounts on paid reservations, funds will be refunded to the same card used for the initial payment.
- Payment by bank transfer
When choosing payment by bank transfer, the client should transfer the amount due within the specified period to the hotel’s bank account.
After making the transfer, the client should send a copy of the payment document to the email address provided by the hotel, and be sure to include the reservation number in the reason for payment.
The reservation is considered guaranteed after receipt of the full amount due or according to the terms of the selected offer.
It is possible that the customer’s servicing bank may apply its own exchange rate, bank fees, or additional conditions when processing international or foreign currency payments.
For security reasons, Hotel Kristal reserves the right to apply limits on the maximum value of online payments or to require additional confirmation for reservations of higher value.
- Reservation and inquiry by e-mail
Customers can send reservation requests via the contact form on the site or by e-mail: reservation@hotelkristal.bg, indicating the desired period, number of guests, age of children and preferred room type.
After processing the request, the client receives an individual offer, payment terms and a deadline for confirming the reservation.
IMPORTANT
After a successful payment, the client receives an invoice at the email address provided.
Reservations for which payment has not been made within the specified period, according to the terms of the selected offer, will be automatically canceled by the system.
In case of difficulty or inability to make a payment, the client should promptly contact the Kristal Hotel team via e-mail: reservation@hotelkristal.bg or at the indicated contact numbers.
CANCELLATIONS AND CHANGES TO RESERVATIONS
The terms for cancellation, change, prepayment and penalties depend on the specific price offer, tariff plan, period of stay and the conditions valid at the time of booking.
The applicable cancellation and change policies are clearly displayed during the booking process, before finalizing payment, and are confirmed in the confirmation email sent.
By making the reservation, the client accepts and agrees to the specific terms and conditions of the selected offer, including terms for free cancellation, non-refundable amounts, penalties and conditions for changes.
In case of cancellations after the expiration of the free cancellation period, in case of no-show or in case of violation of the terms of the specific offer, Hotel Kristal has the right to withhold the due penalties or prepaid amounts according to the applicable terms.
In case of early departure, after check-in and start of stay, the value of the unused portion of the reservation is not refundable, unless an authorized representative of Hotel Kristal explicitly approves otherwise in writing.
In the event of extraordinary or force majeure circumstances, the client must provide documents certifying the impossibility of traveling or staying. After assessing the submitted documents, Hotel Kristal may offer a change of dates, a voucher for a future stay, or a partial or full refund.
All bank fees and expenses incurred outside the Crystal Hotel system and related to international transfers, exchange rates or servicing bank fees are at the expense of the client.
Approved refunds are processed by Hotel Kristal within 30 calendar days. Depending on the bank or payment operator, the actual receipt of the amount may take additional technological time.
In case of unfounded or unlawful disputes over card payments, Hotel Kristal reserves the right to provide the payment operator and the competent institutions with all relevant documentation certifying the reservation made, the accepted conditions and the services provided.
PERSONAL DATA
Hotel Kristal processes personal data of individuals in accordance with applicable European and Bulgarian legislation on the protection of personal data, including Regulation (EU) 2016/679 (GDPR).
Personal data provided in connection with reservations, inquiries, payments and use of the website are processed solely for the purposes of the reservation.
Complete information regarding the processing, storage and protection of personal data, as well as the rights of data subjects, is published in the Privacy Policy of Hotel Kristal, available on the hotel’s website.
By finalizing the reservation, the client confirms that he is familiar with the Privacy Policy and General Terms and Conditions of Hotel Kristal.
Merchant information:
“Adonis 45” Ltd.
UIK: 813201420
VAT No.: BG813201420
Headquarters and management address: Omurtag, 36A Tarnovska Street, Bulgaria
Place of performance of the service:
Hotel Kristal, Golden Sands Resort, Bulgaria
E-mail: reservation@hotelkristal.bg
Phone: +359 52 38 90 38
Website: www.hotelkristal.bg
