Hotel Policy

           Thank you for choosing”Therma Eco Village“.

           Please read our policy:

All guests who wish to stay or have already stayed at the ECO THERMA VILLAGE hotel are required to comply with the general rules of the hotel and the relevant terms and conditions of use of services, as follows:

TERMS AND CONDITIONS OF RESERVATIONS AND CANCELLATION OF STAY

By making a reservation, you accept the hotel's rules for deadlines, cancellation, cases of no-show, penalties and with which you are deemed to have previously familiarized yourself.

♦ In case of advance prepayment of the reservation, the same is considered guaranteed.

♦ Cancellation of a reservation without penalty - up to 7 (seven) days before the date of check-in.

♦ For cancellation made later than the time indicated in the previous point, as well as in case of no-show, the hotel retains the value of the prepaid amounts as a penalty.

♦ In case of full payment and subsequent cancellation made on time and subject to refund, the paid amount is refunded by bank transfer to the client within 1 month.

♦ In case of premature termination of the stay at the request of the guests, the hotel imposes a fine in the amount of one night with the included board.

.Payments:

Payment can be made via a generated link that you receive on your email address.

You can pay in cash or with Visa and Master-card cards.

* We do not store data about cards and guests in our system.

IMPORTANT! Please, in case of difficulties booking and paying through the online reservation portal of the ECO THERMA VILLAGE hotel, you can contact the Reservations department by phone +359882975056 or address your questions to e-mail: reservations@thermavillage.com

The hotel reserves the right to change its pricing policy.

 

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POLICY ADDITIONAL ACCOMMODATION CHARGES

- Children up to 2 years old - free

- One adult with one child from 2 to 11.99 years old - 100% of the price of a double room.

- One adult with two children from 2 to 11.99 years old - both children pay 50% of the price for an adult.

Two adults with one child up to 11.99 years old - the child is accommodated for free.

 

 

Two adults with two children up to 11.99 years old - the first child is free; the second pays 50% of the adult price.

An adult on an extra bed in a room pays 80% of the adult price on a regular bed.

SGL - Double room for single use - 20% discount on the double room price

ACCOMMODATION CAPACITY

If you would like to receive information about the maximum capacity of the individual room types, you can contact:

- Reservations department on tel. 0882975056,

- Reception- 883 444 933 or the hotel website-www.thermavillage.com .

Guests should note that the Eco Therma Village Hotel reserves the right to refuse accommodation if the maximum capacity allowed for the respective room type is exceeded

METHODS OF PAYMENT FOR USED SERVICES

Room credit - all services on the hotel premises can be used against the indication of the room number in which the guest is accommodated. When consuming in a restaurant and / or lobby bar, the guest signs the receipt, which contains information about the consumption, the room number and the guest's signature.

 

Cash / card payment - services used in the hotel can be paid in cash or by credit card at the Reception upon check-out, with each guest receiving a detailed printout for all services used.

If the guest wishes to extend their stay after the previously requested check-out date in the reservation, they should contact the Reception or Reservations Department regarding the possibilities for this.

ACCESS TO ACCOMMODATION ROOMS

Upon check-in, each guest receives an access card and a towel card for use in the Spa center and pools. Guests must hand over the cards upon check-out, and the hotel has the right to charge a fine for lost and/or non-handed over cards in the amount specified in the damages section visible on the hotel website.

CHECK-IN AND CHECK-OUT OF THE HOTEL ROOMS

Check-in at ECO THERMA VILLAGE is from 3:00 p.m., check-out of the rooms - until 12:00 p.m. at noon. Early check-in and late check-out are possible only depending on occupancy and upon prior request to the Reception or Reservations Department for an additional fee described in the hotel price list.

*The hotel reserves the right to confirm the possibilities for early check-in and late check-out up to 24 hours in advance.

FOOD AND DRINKS

It is not allowed to bring food and drinks into the rooms, as well as to bring and consume food and drinks purchased outside the hotel. Please note that all food and drinks consumed in the mini bar must be paid for additionally upon departure. It is not allowed to put your own food and drinks in the mini fridge. The mini bar is stocked daily.

ALCOHOLIC BEVERAGES

It is not allowed to take alcoholic drinks out of the rooms where they were purchased. Excessive alcohol consumption is a reason for early departure from the room and departure from the hotel, without the right to a refund.

ALCOHOLIC BEVERAGES POLICY

According to Bulgarian law, alcohol is not offered or served to guests under the age of 18.

SMOKING POLICY

Smoking is prohibited in all indoor areas of the Hotel. In case of violation, a fee of 200 BGN will be added to the room bill. Designated smoking areas are located within the outdoor area of ​​the hotel.

DRESS CODE

The dress code in all public areas of the hotel is sporty and elegant. Guests are allowed to wear bathrobes and/or swimsuits only in the hotel's Spa and the outdoor pool area.

In keeping with our pleasant evening atmosphere, as well as for security reasons in the restaurant/indoor area, the preferred dress code for men is long trousers and for women - elegant style.

BEHAVIOR

We expect all guests to behave in a pleasant and civilized manner. Jumping, swearing and obscene behavior are offensive to hotel guests and may be grounds for early room vacating and leaving the hotel without the right to a refund. Hotel Eco Terma Village has a zero tolerance policy in cases of arrogant behavior towards persons in an obviously intoxicated state or inadequately under the influence of psychotronic and narcotic substances, which threatens the health of guests, causes or threatens to cause a violation of public order; refuses or is unable to pay for consumed food, drinks or services.

Hotel Eco Terma Village may limit the number of persons who may occupy a particular room. The hotel reserves the right to charge a damage fee to guests who intentionally or negligently cause damage to the hotel or its furnishings. If such damage is discovered after the guest has left, the hotel reserves the right to contact the guest and/or the tour operator or other authorities for further assistance. No exceptions are made!

The hotel reserves the right not to tolerate unacceptable noise levels or guest behavior. In case of refusal to comply with the established norms, the hotel reserves the right to terminate the stay without being liable for refund or financial compensation. The hotel's policy is not to discriminate on the basis of race, 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 found to be in breach of this policy.

 

For your safety, please observe the following general rules:

 

1. Children under 12 years of age must be accompanied by an adult. Children must not be left without parental (or other adult) supervision, except in the care of a hotel animator or babysitter.

 

2. Children under 12 years of age are not allowed to use the hotel elevators unless accompanied by an adult.

 

3. Children under 12 years of age are not allowed to enter the Dining Facilities alone and must be accompanied by a responsible person.

 

4. Running and jogging in the hotel corridors is strictly prohibited except in extreme and emergency situations.

 

5. It is prohibited to lean over the railings on the floors by both children and adults. Adults are required to read and familiarize themselves with all warning signs and plates placed for this purpose on each floor of the hotel.

 

6. Children under the age of 16 are not allowed to use the equipment in the gym, sauna and steam room.

 

7. Running and jogging on the territory of the Spa is expressly prohibited. The use of flip-flops and slippers for wet rooms

*The use of slippers intended for the hotel room is prohibited

 

8. The use of the jacuzzi pool by persons under the age of 12 is also prohibited.

 

9. Before using the pools and in order to maintain the comfort of each guest, it is mandatory to use a shower and slippers, as the shower rooms are located directly next to the entrance to the free access area of ​​the Spa.

10. Due to the nature of the flooring on the territory of the Spa Center and the areas around the pools, it is often wet. For this purpose, warning signs for Wet Floor have been placed. Guests using the pools and the Spa Center should carefully familiarize themselves with all warning signs and information in order to avoid incidents.

 

11. The hotel reserves the right not to tolerate unacceptable noise levels or behavior of guests.

 

12. All guests are advised to comply with the rules, instructions and verbal recommendations of the staff.

 

13. The management reserves the right to check guests' luggage in order to avoid theft of towels, bathrobes provided for use by guests and available in their rooms / apartments.

COMMUNICATION

Guests using swear words or offensive language, symbols and gestures will be asked to leave the hotel, without the right to a refund.

PETS

Pets up to 3kg are allowed for an additional charge of 50 BGN per night.

PARKING

Parking is free for hotel guests and external guests using the SPA area, fitness center, restaurants and paid beach area.

VIDEO SURVEILLANCE

A video surveillance system operates on the hotel territory /except for the toilets and hotel rooms and some areas in the SPA center/. By using the hotel services, you agree to the video surveillance.

VALUABLES AND MONEY

The hotel is not responsible for any valuables and money left unlocked and outside the safe, both in the rooms and in the common areas and park chats of the hotel.

ELECTRICITY

In the event of a power outage, the Eco Therma Village Hotel has an emergency generator to restore important energy supplies.

MAILING SERVICES

We offer daily housekeeping between 08:00 and 16:00. If a "Do Not Disturb" sign is posted by 15:00, the room will be cleaned the following day. If you need anything after 16:00, please contact the reception.

LOST PROPERTY

Eco Terma Village Hotel is not responsible for lost, damaged or stolen personal belongings. All rooms are equipped with safes, the use of which is completely free of charge and included in the price of the stay. In case of found items, the hotel is obliged to contact the guest and send the lost item by courier at the guest's expense. In case of unclaimed and unclaimed items within 30 (thirty) days, they will be donated to a local charity or disposed of.

COMPLAINTS, REFUNDS AND DAMAGES

 

Any comment or complaint regarding the stay must be made at the hotel reception or to the hotel Manager so that the matter can be resolved immediately.

The hotel is not responsible for non-performance in the event that the aforementioned failure is due to a factor beyond the management's jurisdiction.

The hotel reserves the right to charge guests for damages caused intentionally, through negligence or carelessness. If the damages are discovered after the guest has checked out, the hotel reserves the right to send an invoice for the amount due for repairs.

 

The hotel is subject to statutory inspections, including those related to fire, licensing, entertainment, health, hygiene and safety. All conditions are interpreted in accordance with Bulgarian law.

Civil liability: The hotel assumes no liability for services provided by third parties to guests.

PAYMENT OF ADDITIONAL SERVICES

 

All prices are in the national currency - Bulgarian lev (BGN). All payments are processed in leva, as required by law. Cash or card payments are accepted at the reception.

EMERGENCIES

ELIVER MEETINGS

In the event of lifting, jamming or other emergencies occurring during the movement of the hotel elevators, immediately activate the alarm buttons and telephones located in the elevator cabin.

FIRE SAFETY

Eco Terma Village Hotel is a facility with materials and equipment of the latest generation, which provide reliable protection and security. Since we are very responsible for the safety of our tourists and staff, we have taken very serious measures to prevent any fire incidents.

– All employees have undergone fire safety training and are familiar with fire prevention procedures.

– Evacuation plans are located on the back of the doors in each room, as well as on each floor next to the elevators. Please read them carefully.  The hotel is equipped with smoke detectors in the rooms and common areas. There is a fire alarm system (sound and light).

– Fire extinguishers and fire hoses of appropriate size are located on each floor and next to each elevator.

 

– All staircases and hallways are separated from the rest of the hotel, with materials that have a fire resistance of at least 60 minutes. If fire or smoke is detected, please call the reception desk. Tell the receptionist:

 

1. Nature of the emergency 2. Floor and room number 3. Fire severity and any other necessary information 4. Do not hang up the phone until instructed to do so.

NATURAL DISASTERS – FLOODS, EARTHQUAKES, ETC.

In the event of a natural disaster: Remain calm and follow the instructions of the staff. Do not panic. Stay where you are. Most injuries occur when people are entering or exiting buildings. In the event of an earthquake, take cover. If you are inside, stand under a desk or table, against an interior wall or under an interior door. Stay away from glass, windows and exterior doors. If you are outside, stay away from buildings, sidewalks and electrical wires. Use the stairs; do not use the elevators. Hotel staff will show you all safe exits. You may then leave the building. In the event of an earthquake, do not use candles, matches or open flames. Gas installations may be damaged and flames could cause explosions or fires. If you leave your room or building, make sure that hotel staff knows where you are.

CONSEQUENCES FOR VIOLATION OF HOTEL POLICY

 

In the event of a violation of the rules and policies, Eco Therma Village Hotel may resort to terminating the stay immediately without refunding any amounts paid for the hotel stay.

For further information on hotel policies and services, please see the Information Folder, which can be found in each room