General terms

RESERVATIONS AND ACCOMMODATION

The management of Hotel Management Bansko EOOD undertakes to provide the services requested and paid for by the customer via online booking in full and in accordance with the information provided by the customer on the booking form, including: customer name, period, number of nights, number of adults and children, price per night.

All customer requests filled in the “Comments” field of the reservation form will be fulfilled upon possibility.

Only persons who have not reached the specified age on the date of arrival will be accepted in reservations for children.

PRICES AND PAYMENT

The prices on the website of Hotel Management Bansko EOOD are in Bulgarian levs (BGN), including VAT, tourist tax, and insurance. The total amount due by the customer 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 an online reservation, a deposit of 50% of the total value of the reservation must be paid at the time of booking via debit/credit card or bank transfer by the date given after booking.

Hotel Management Bansko EOOD reserves the right to change the prices and special offers on its website depending on demand and availability. For reservations that have already been made, confirmed, and paid for, the amount due will not change, regardless of any new price offers.

CANCELLATIONS AND CHANGES TO RESERVATIONS

In case of cancellation, non-use, or change of an already paid online reservation by the customer, Hotel Management Bansko EOOD will refund the amount paid upon request, charging the following penalty:

Changes to a reservation without penalty for accommodation outside the Christmas – New Year period can be made up to 5 days after the reservation date.

Changes to a reservation without penalty for accommodation in the Christmas – New Year period can be made up to 5 days after the reservation date.

Payments for period 24.12 – 03.01.26 is non refundable.

The rest due sums for reservations for period 24.12 – 03.01.2026 are pay til 40 days before arriving.

In case of change or cancellation after this deadline, a penalty equal to the prepaid deposit shall be due.

Penalty for cancellation of reservations on special offer for early booking is the payed deposit.

When refunding the payment, the customer is responsible for any transfer costs (bank charges, etc.). Refunds for cancellations will be given within 30 days, depending on the form of payment, and will only be credited to the bank account from which they were received. Your card information is solely used by the intermediary bank and is not kept by us.

PAYMENT METHODS

Payment can be made in 3 different ways:

Electronically with a debit or credit card

We accept Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, and Maestro cards. When you select this payment method, a payment page will appear on our servicing bank’s website, UniCredit Bulbank, where you can enter your credit card information. If you have registered for the Verified by VISA or MasterCard SecureCode authentication systems, an authentication page will appear on your issuing bank’s website, where you will input your authentication password. Following a successful purchase, a transaction receipt will appear on the screen, which you can print or save.

Your card details are only used by the intermediary bank and are not stored by us.

To safeguard you from the misuse of your Visa or MasterCard card, we adopt the best methods advised by international card organizations.

The security of card data entry and transfer is ensured by using 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).

Furthermore, to identify you as the cardholder, our bank’s e-commerce payment server offers international card authentication systems such as Verified by VISA and MasterCard SecureCode, if you are registered to use them.

At the time of online booking, the amounts specified will be automatically charged from your card after the payment procedure is completed.

For security reasons, the maximum amount that can be paid by card is 3,000 BGN.

By bank transfer

Payment of the required amount must be made by the deadline specified after booking. After making the payment, please send a copy of the payment document to reservations@vihrenpalace.com, making sure to include the booking number as the payment reference.

SWIFT/BIC: UNCRBGSF
IBAN: BG56 UNCR 7000 1524 9065 74 /BGN

IBAN: BG72 UNCR 7000 1524 9370 35 /EUR
Bank name: UniCredit Bulbank

Bank address: Razlog, 1 Ekzarh Yosif St.
Beneficiary: Hotel Management Bansko EOOD
Beneficiary address: Bansko, 2 Pere Toshev St.
Maximum number of days for payment: 3

In cash, at the reception desk of Hotel Management Bansko EOOD

For reservations with a check-in date within the next 3 days, it is recommended to choose cash payment method at the reception desk in order to speed up the reservation processing.

IMPORTANT!

If the online reservation is not paid within the set time frame, and no copy of the payment document is sent in the case of a bank transfer, the reservation system will immediately cancel your reservation.

If you are unable to pay the amount for an online reservation that has already been made, please notify us by email: reservations@vihrenpalace.com. Failure to comply with this condition entitles Hotel Management Bansko EOOD

the right to seek compensation and damages for completed and unpaid reservations.

REFUNDING

If the customer cancels their reservation under the conditions listed above, we will refund the amount using the same payment method as the reservation.

Refunds for credit card or bank transfer payments can only be issued to the card or bank account used to make the payment. The consumer is responsible for all bank charges associated with this transaction.

RIGHTS AND OBLIGATIONS OF THE PARTIES

Hotel Management Bansko EOOD undertakes to provide the customer with the services requested and paid for in full.

Hotel Management Bansko EOOD undertakes not to change the price of the services requested by the customer, except in exceptional cases where this is economically justified.

Hotel Management Bansko EOOD is not liable for damages caused by the actions of third parties.

Amounts paid for services requested but not used in full or in part due to the customer’s fault will not be returned.

The customer is responsible for adhering to commonly accepted standards of good behavior throughout their stay at the hotel. The customer is responsible for any charges associated with material damage caused to the hotel.

PRIVACY AND PERSONAL DATA

“HOTEL MANAGEMENT BANSKO” Ltd. is a personal data administrator and is responsible for compliance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27.04.2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC.

Supervisory authority for personal data protection: Commission for Personal Data Protection

Address and seat of management, Sofia 1592, 2 Prof. Tsvetan Lazarov Blvd.

Telephone, +359 2 915 3518

Website: www.cpdp.bg

This policy describes the processing of personal data in accordance with the requirements of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.

How is personal data collected and used?

When checking into the hotel, guests provide personal documents verifying their identity:

· Personal Identification Number;
• Name of the person (data is written according to the national document);
• Date of birth;
• Gender;
• Citizenship;
• ID card number/valid national identity document;

Pursuant to Article 116, paragraph 2 of the Tourism Act, the data in the register of accommodated tourists are stored for a period of five calendar years or for a period no longer than the requirements of the applicable legislation for the relevant period.

“Hotel Management Bansko” EOOD has the right to collect and use information about its guests upon request for a reservation from them.

Providing your information and control.

If you do not want your data to be used by us, you have the opportunity to opt out of the storage of your personal data and withdraw your consent by contacting us at the specified contacts.

What are your rights?

We have taken measures to protect your personal data in accordance with the requirements of Regulation 2016/679, which are aimed at ensuring the rights of the subjects whose personal data are processed, namely:

· Right of access;
· Right to rectification of inaccurate or incomplete data;
· Right to erasure (right to be forgotten), if the conditions of Article 17 of REGULATION 2016/679 apply;
· Right to restriction of processing;
· Right to data portability, if the conditions of Article 20 of REGULATION 2016/679 apply;
· Right to object, if the conditions of Article 21 of REGULATION 2016/679 apply.
· Right not to be subject to a decision based solely on automated processing, including profiling.

How can you exercise your rights?

You can exercise the above rights by submitting a written application (personally or through an explicitly authorized person through a notarized power of attorney) to the personal data administrator (“Hotel Management Bansko” EOOD), in which you should specifically indicate your request.

The request should be signed and sent to the address of the Data Controller.

The application can also be submitted electronically in accordance with the Electronic Document and Electronic Signature Act.

You have the right to complain to the supervisory authority.

You have the right to file a complaint with the supervisory authority, the competent authority for this is the Personal Data Protection Commission, address: Sofia 1592, 2 Prof. Tsvetan Lazarov Blvd.

(www.cpdp.bg).

In case you wish to file a complaint regarding the processing of your personal data by DPA (recipients, including non-EU and international organizations), you can do so at the company’s contact details provided or directly to the Data Protection Officer.

“Hotel Management Bansko Ltd reserves the right to change the information on this page and the terms and conditions at any time. Although every effort is made to provide true and accurate information, this cannot always be guaranteed.

When a customer makes a reservation, it is presumed that they have read and accepted the general terms and conditions. Reservations made by phone, email, or through our website constitute a contractual relationship. Payment indicates acceptance of the general terms and conditions for staying at the hotel.

All disputes and legal issues originating from the use of the website vihrenroyalpalace.com that are not covered by these general terms and conditions and the privacy policy will be governed by the mandatory requirements of the Republic of Bulgaria law.