General Terms and Conditions
General Terms and Conditions for Online Reservations on the Website of
TRAKIA PLAZA HOTEL
RESERVATIONS AND ACCOMMODATION
The Hotel, hereinafter referred to as the “Hotel”, undertakes to provide the services requested and paid for by the client through an online reservation, in full quantity and quality, according to the data provided by the client via the reservation form: client name, period, number of nights, number of adults and children /number and ages/, price per night. The client is responsible for incorrectly or inaccurately submitted information, and the Hotel reserves the right to charge a penalty fee in case of accommodation different from that specified in the initial reservation.
The “Additional Information” field in the reservation form is not binding for the Hotel and all requests of the client entered in this field will be fulfilled only if possible.
Upon successful reservation, a reservation confirmation is sent by email, containing all details of the reservation including the price and the method for modification or cancellation of the reservation.
PRICES AND PAYMENT
The prices on the Hotel’s website are in Bulgarian lev (EURO), including VAT, tourist tax, and insurance. For informational purposes only, the amount may also be displayed in other currencies during reservation. The total amount due from the client is calculated automatically depending on the number of days, number of adults and children, their ages, and the current price offer for the respective period.
When making online reservations, in order to guarantee the booking, it is required to pay the amount specified as a deposit in the reservation form and in the reservation confirmation from the total reservation amount at the time of booking, via debit/credit card or no later than the specified deadline after booking via bank transfer.
In case of incorrectly filled details on your part during reservation, we inform you that the Hotel reserves the right to request additional payment on the day of accommodation.
The Hotel reserves the right to change prices and special offers on its website depending on demand and current availability. For already made, confirmed, and paid reservations, the due amount does not change regardless of newly presented price offers.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In case of cancellation, non-use, or change of an already paid online reservation by the client, the Hotel refunds the paid amount upon request, deducting the applicable penalty announced in the cancellation or modification conditions provided at the time of booking and in the reservation confirmation sent by email:
In case of refund, all transfer costs (bank fees and others) are borne by the client. Refunds due to cancellation are processed within 30 days depending on the payment method, and amounts are refunded only to the bank account from which they were received. Your card details are used only by the intermediary bank and are not stored by us.
In accordance with the requirements of the International Card Organizations and the General Terms for servicing payments with bank cards on a POS terminal of UniCredit Bulbank, in case of cancellation of an order related to purchased goods/services paid by a user via bank card, the merchant must refund the respective amount only through a credit transaction to the same card used for the initial payment.
The following cancellation/no-show policy applies to reservations with an accommodation date 14+ days from the reservation date:
• No fees are charged if the client cancels or modifies confirmed reservations more than 14 days before arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days before arrival, a fee of 50% of the total reservation amount applies.
• In case of “no-show”, a fee of 50% of the total reservation value applies.
• In case of early departure, the hotel will retain 30% of the value of unused services.
The following cancellation/no-show policy applies to reservations with an accommodation date up to 14 days, inclusive, from the reservation date:
• No fees are charged if the client cancels or modifies confirmed reservations more than 14 days before arrival. For cancellations or changes (names, length of stay, check-in date, check-out date, etc.) made less than 14 days before arrival, a fee of 100% of the total reservation amount applies.
• In case of “no-show”, a fee of 100% of the total reservation value applies.
PAYMENT METHODS
Payment can be made in 3 different ways:
- Electronically by debit or credit card
We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, or Maestro cards. When choosing this payment method, a payment page of our bank (UniCredit Bulbank) opens, where you enter your card details. If 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. Upon successful transaction, a transaction receipt is displayed on the screen, which you can print or save.
Your card data is used only by the intermediary bank and is not stored by us.
To protect you from misuse when paying with your Visa or MasterCard, we apply best practices recommended by international card organizations:
• Security of entering and transmitting card data is ensured by using SSL protocol to encrypt the connection between our server and the payment page of our обслужващата банка.
• The authenticity of your card is verified by entering a security code (CVV2).
• Additionally, to identify you as the cardholder, the e-commerce payment server of our обслужващата банка supports authentication schemes of international card organizations – Verified by VISA and MasterCard SecureCode, if you are registered to use them.
At the time of online reservation, the mentioned amounts will be automatically withdrawn from your card upon completion of the payment process.
From a security perspective, the maximum amount for card payment is 10,000 euros. - By bank transfer
Payment of the specified amount must be made no later than the deadline indicated after reservation. After completing the payment, it is recommended to send a copy of the payment document to the Hotel, with the reservation number mandatorily stated in the payment reference. - In cash, at the Hotel reception
For reservations with a check-in date within the next 3 days, it is recommended to choose payment in cash at the reception to speed up the reservation processing.
IMPORTANT!
If the online reservation is not paid within the specified period and, in case of bank transfer, no copy of the payment document is sent, your reservation will be automatically canceled by the reservation system.
If you are unable to pay the amount for an already made online reservation, please notify us at e-mail: booking@trakiaplaza.eu. Failure to comply with this condition gives the Hotel the right to seek liability and penalties for made and unpaid reservations.
Please address your questions related to online reservations at the Hotel to e-mail: booking@trakiaplaza.eu, or call: +359 878 603 219
For questions related to payments or assistance, clients can contact us at:
Phone: +359 878 603 219
Email: booking@trakiaplaza.eu
PERSONAL DATA
Your personal data is protected in accordance with the legislation of the Republic of Bulgaria and is used solely by the Hotel’s reservation department.
The protection of your personal data is important to us. Therefore, we process your information exclusively on the basis of applicable legislation, specifically GDPR, the Personal Data Protection Act (PDPA), and the Electronic Commerce Act (ECA).
We do not provide data to third parties, except for specialized reservation software and the payment service provider (bank, PayPal, ePay).
In case of an incomplete order, we delete the entered data. In case of a completed order and a fulfilled contract on our part pursuant to Article 6, paragraph 1, letters (a) and (b) of GDPR, we store all data related to the legal relationship until the expiration of the 10-year period provided in Article 12 of the Accounting Act.
To proceed with the reservation, you must declare that you are familiar with and agree to these GENERAL TERMS AND CONDITIONS FOR ONLINE HOTEL RESERVATIONS.
COOKIE POLICY
To ensure that you receive the most appropriate information and the best service when visiting our platform, we use so-called “cookies”. They help us (as well as other authorized third parties) to provide you with a personalized experience when using our services, to improve them, and to provide you with more relevant content.
To ensure that you understand why we use “cookies”, we have prepared this Cookie Policy – from it you will learn what technologies we use, what they do, and what choices you have regarding their use.
Company Information:
Company: “SUNNY BEACH HOTEL HOLDINGS” AD
Address: Sunny Beach Resort, Trakia Plaza Hotel
UIC: BG102820973
Email: booking@trakiaplaza.eu
ACCESS CONTROL REGIME
- Hotel check-in starts after 15:00, with dinner, and rooms are ready after 15:00. Check-out is until 11:00. Guests are requested to vacate rooms by 11:00. Failure to comply without prior arrangement results in additional charges.
- The complex is under 24-hour security, video surveillance, and controlled access at entry and exit.
- Compliance with the access regime is monitored by Security personnel.
- Each guest may be registered upon presentation of an identity document.
- During the entire stay, guests must wear on their wrist the bracelet received at Reception upon check-in. It is prohibited to give the bracelet to other persons.
- Bringing external persons into the Complex is allowed only after their registration at Reception.
- Entry of guests into service areas is not allowed.
- Bringing weapons, flammable, and explosive items is prohibited.
- Bringing pets into the Complex is prohibited.
- The management of the Complex is not responsible for personal belongings and valuables left unattended outside the safes.
- The mini aqua park has specific safety requirements. They vary depending on the facilities – according to height, weight, etc.
SUPERVISORY AUTHORITIES
Control over the trader’s activity is exercised by:
Consumer Protection Commission (CPC)
Address: Sofia 1000, Slaveykov Square No. 4A
Website: www.kzp.bg
Phone: 0700 111 22
Commission for Personal Data Protection (CPDP)
Address: Sofia 1592, Prof. Tsvetan Lazarov Blvd. No. 2
Website: www.cpdp.bg
Phone: 02 915 3 518
Consumers may submit complaints and signals to the specified authorities in case of violation of their rights.
Dispute Resolution and Complaints in Case of Payment
In case of a dispute regarding a payment made by bank card, the Client should immediately contact the merchant using the provided contacts.
Disputes are considered in accordance with the Payment Services and Payment Systems Act, the Consumer Protection Act, and the applicable Bulgarian legislation.
The Client has the right to submit a complaint:
• directly to the merchant;
• through their обслужващата банка (card issuer);
• through the competent supervisory authorities.
The merchant reviews submitted complaints within 30 days of their receipt.
If no agreement is reached, the dispute may be referred to the conciliation commissions at the CPC or to the competent Bulgarian court.
