GENERAL TERMS
ON WINE AND SPA HOTEL CHUKARA
The present general conditions regulate the relations between "PROEKT BG" EOOD, EIK: 200033671, with registered office and management address: Sofia 1000, Sredets district, "Hadji Dimitar" street No. 11, fl. 1, apartment. 3, on the occasion of the services and reservations provided by Wine and Spa Hotel "Chukara".
When a guest uses our services, he is automatically deemed to have read, understood, and accepted the rules below.
I. RESERVATIONS
1. A reservation can be made through the website https://chukara.bg/, the intermediary platform TravelLine: Booking Engine, by phone or on the spot.
2. A reservation is considered confirmed after payment of the corresponding deposit specified in the reservation form or the relevant offer, for which you will receive an explicit confirmation with a reservation number. The reservation can be guaranteed by credit card or prepaid by bank transfer. The bank accounts in BGN are listed in the confirmation of the reservation, and the bank fees for the transfer are entirely for the account of the Orderer.
3. (1) In case you choose to pay for the reservation upon check-in, the TravelLine: Booking Engine platform allows guests to change the date of arrival or departure, their personal data, or the details of an already confirmed reservation.
(2) For all other types of payment, any changes regarding the reservation must be communicated and confirmed by the reception before the arrival date.
4. (1) The cancellation of a reservation by a guest can be done through TravelLine: Booking Engine, through https://chukara.bg/, or by phone.
(2) If a guest cancels a reservation no later than 7 days before the beginning of the period of stay, the money given by him will be returned to him within 10 working days from the moment when the hotel was informed of the cancellation. If the hotel is not notified of the cancellation within the stipulated period, the amount paid for the first night of the stay is retained by the hotel as a penalty. In case of a no-show for the respective reservation, the hotel retains the entire amount of the advance payment.
(3) Reservations made on a promotional, seasonal, or pre-paid basis may be non-cancellable, with no refund of initial payment and no transfer option.
5. (1) If the hotel has to cancel, change, or cancel a reservation, the guest will be notified by the time of check-in.
(2) In the cases under the above paragraph, the guest has the right to:
a) accept the changed arrangements as made,
b) propose another arrangement or
c) cancel the reservation and receive a full refund of the amounts paid
(3) The previous paragraph does not apply when the hotel has canceled a reservation due to established abuse.
II. PRICES AND PAYMENTS
6. Hotel accommodation prices are determined depending on hotel occupancy and demand in different periods of the year, and any change is announced in a timely and appropriate manner.
7. Prices are per day and for a specific room, including tourist tax, VAT, and insurance. Prices do not include commission for tour operators or other persons.
8. If a guest uses hotel services that are not included in the description of the specific type of room selected and in the offer previously selected by him/eg. For consumption in restaurants, minibar, parking, etc./, he should pay for these services additionally on the spot.
9. It is not allowed to combine two or more promotional offers for hotel accommodation or other current offers or discounts.
10. (1) The use of intermediary services provided by the TravelLine: Booking Engine platform to make a reservation does not result in additional charges or an increase in the price of a hotel stay.
(2) All prices for hotel accommodation in the booking platform include VAT.
11. The price for a hotel guest's stay is guaranteed after completing the reservation process and receiving confirmation with a reservation number and prepayment.
12. (1) Payments can be made:
a) by bank transfer directly to the hotel's bank account;
b) through the TravelLine platform: Booking Engine;
c) at the hotel - in cash, in Bulgarian leva, with a Visa or Master Card credit card.
(2) The hotel does not accept traveler's checks, Diners, American Express, or JCB.
(3) The hotel reserves the right to ask guests to guarantee their reservation with a debit/credit card and a 3-digit security code.
13. (1) If you choose to pay for your stay with a credit/debit card, the hotel will authorize the corresponding card upon check-in.
(2) The authorization is a temporary blocking of a certain amount available on the current balance of the respective credit/debit card. An authorization is not a transaction, which means that the amount is not withdrawn, although the bank statement may show the authorization as a pending transaction. The purpose of the authorization is to ensure that there is a sufficient amount that can cover liabilities that have arisen, to the extent of the value of recycling +15%.
14. If you do not choose to pay for your stay by credit/debit card, you must pay a cash deposit corresponding to the value of the night's stay.
15. Free cancellation of the reservation is possible up to 7 days before the check-in date or according to the cancellation conditions in the relevant offer/package, and in order to do this, it is necessary to contact the Reservations department in writing at the following e-mail: reservations@chukara.bg. After the expiration of this period, the first night's stay is retained as a penalty.
16. In the event of a guest's no-show, the hotel will claim the full amount of the reservation by charging the amount due to the guest's credit/debit card bank details without the notice or approval of the guest.
17. When accommodating more guests than the reservation has been made, the hotel has the right to request the rental of an additional room for an additional fee.
18. Depending on promotional, seasonal, or advance rates at the time of booking, a non-refundable payment may be required. Please read carefully the conditions of the respective offer before making any reservation.
19. In cases where no advance payment is required, payment is due by the guest upon leaving the hotel.
III. CHECK-IN AND CHECK-OUT
20. (1) Unless otherwise agreed, check-in time at the hotel is after 3:00 p.m. Any arrival before this time will be subject to hotel availability.
(2) The check-out time of the hotel room is 12:00. If you wish to leave at an earlier or later time, you should notify the reception no later than 24 hours before the desired departure time, and any vacating the room after the standard regulated time is subject to hotel occupancy.
(3) In case the reception confirms the later release - between 12:00 and 20:00, the same will be charged additionally.
(4) In order to avoid delays in check-out, guests should arrange to pay their bills in advance.
21. In case you are expecting guests, it is not allowed to welcome them into the hotel rooms. Your guests can only be met at the reception, in the lobby, or lobby bar of the hotel.
22. If a guest loses or violates the integrity of the hotel card provided to him upon check-in, he must pay a fee of BGN 20.
23. The hotel provides safes in every single room and apartment, the use of which is free of charge.
IV. BEHAVIOR
24. Guests should inform the reception in case of any changes to their reservation, in the event of any violation, in case of lost, forgotten, damaged, stolen, or found items, as well as about any complaints that may arise during their stay.
25. Guests must protect hotel property, equipment, and structure. Guests should treat the property of Wine and Spa Hotel Chukara with the care of a good tenant. Because of this, we ask guests not to leave windows and doors to the terrace open and to turn off electrical appliances in the room after use.
26. (1) We ask that all guests observe the recreation hours between 2:00 p.m. and 4:00 p.m., and after 10:00 p.m. If you find a violation, please contact the reception.
(2) It is the hotel's policy that every guest has the right to be treated with dignity and respect, and it is the hotel's duty to protect its guests from inappropriate behavior. If the shift manager deems actions by the guest to be inappropriate, the hotel reserves the right to take appropriate action against the guest. Depending on the severity of the guest's actions, at the hotel's discretion, the Police may also be called and guests may be asked to leave the hotel.
27. We ask parents of children under 7 years of age not to leave them unattended.
28. (1) Guests are kindly requested to comply with the hotel's daily maid service between 08:30 and 16:30.
(2) If there is a Do Not Disturb indicator on the room board until 16:30, the room will be cleaned the next day.
V. LIABILITY
29. (1) The hotel is not responsible for lost, damaged, or stolen personal belongings of the guests.
(2) The hotel is not responsible for loss or damage to guests' vehicles left in the hotel's free parking lot. If a problem occurs with the motor vehicle in the hotel parking lot, including, but not limited to, theft of the vehicle and damage to and missing from the vehicle, the hotel shall not be liable whatsoever to the hotel guest and/ or to third parties who have rights to the vehicle.
(3) If a car is left in the parking lot without the consent of the hotel, the hotel reserves the right to remove the car at the expense of its owner.
30. If a guest's lost or forgotten item is found, the hotel will make every effort to locate its owner, keeping the item within 30 days.
31. If a guest intentionally or negligently damages the hotel equipment, furniture, or structure, he will be charged according to the damage caused.
Payment is made at the market price, immediately and in cash at the reception.
32. Any damage caused by a guest to the courtyard area, spa, winery, or animal enclosure is at the guest's expense.
33. If a guest takes an item belonging to the hotel outside its territory during his stay and without the knowledge of a member of the staff, he is obliged to pay for the same item according to the price list attached in the hotel room.
34. If after the guest's departure, an item belonging to the hotel is found to be missing from his room, the hotel reserves the right to deduct the corresponding amount from the guest's credit/debit card or send an invoice to the address specified by the guest.
35. All costs for replacement or repair of any loss or damage to the property of Wine and Spa Hotel Chukara, its furniture, as well as the yard space, caused during the stay are for the account of the guests.
36. (1) If a guest damages a fire alarm device, fire protection systems, fire detectors, fire alarm buttons, or fire extinguishers, he will pay all costs to cover the damage,
(2) Depending on the degree of damage by the guest, at the discretion of the hotel, law enforcement authorities may also be called, and the guest undertakes to provide full cooperation to them in connection with ascertaining the circumstances surrounding the occurrence of the damage.
(3) If damage to the fire extinguishing equipment is discovered after the guest has left the hotel, the rule of item 33 of these General Terms and Conditions shall be applied accordingly.
37. (1) If a guest smokes in a hotel room or apartment, he will be fined BGN 100.
(2) Violation of the ban on smoking in the hotel room, committed two or more times, will be considered damage to hotel property and the provision of item 30 of these General Terms and Conditions will be applied accordingly.
38. Depending on the degree of violation of the rules of conduct or damage to the hotel property, the hotel manager or his representative may require the guests to leave the hotel immediately without the right to compensation or refund of the amount already paid.
39. The responsibility of the guest for his account is irrevocable and he agrees to be held responsible in the event that a certain person, group, or company does not pay in full all or part of the expenses incurred.
VI. POLICY FOR CHILDREN
40. Persons under the age of 12 are considered by the hotel to be children and must be accompanied by an adult responsible for their behavior.
41. Persons aged 12 or over are considered by the hotel to be adults and are charged accordingly during their stay at the hotel.
42. Persons under the age of 6 are accommodated free of charge with their companions/parents.
43. The hotel provides free baby beds in the rooms and high chairs for dining in the restaurant for the persons under the previous point. The above are provided subject to availability and can be requested at reception.
VII. PETS
44. The hotel provides conditions for the accommodation of pets up to 10 kg.
45. Pets must be on a lead in all common areas of the complex and must not be left unattended in hotel rooms unless caged.
46. The access of pets is prohibited in the closed areas of the establishments and in the spa center.
47. Pets are subject to an additional charge, which can be obtained from the Reservations Department.
VIII. MISCELLANEOUS
48. (1) In the event of incompleteness in these General Terms and Conditions, as well as in the event of a dispute arising out of the same, the Bulgarian legislation shall be applied accordingly.
(2) These General Terms and Conditions may be amended periodically in accordance with the requirements of Bulgarian and European legislation without expressly notifying the guests thereof.
(3) Any change in the General Terms and Conditions takes effect immediately after its publication.
49. If you have additional questions or a problem related to a reservation at the hotel, you can contact us in the following way:
by phone: +359 897 404 404
to e-mail: reservations@chukara.bg
These General Terms and Conditions were approved and published on 03.06.2022.