General Terms and Conditions – Madara Park Hotel

These General Terms and Conditions govern the relations between Madara Park Hotel and its guests regarding the services provided.

These General Terms and Conditions apply to all reservations made by a client at Madara Park Hotel, managed and administered by “Madara NF” Ltd., UIC 103762811, VAT No. BG103762811, registered office and management address: Varna, Golden Sands Resort, Hotel Madara, made through the website www.hotelmadara.com. Upon making a reservation for accommodation at Madara Park Hotel, these terms constitute a hotel service agreement within the meaning of the Commerce Act and the Obligations and Contracts Act, concluded between “Madara NF” Ltd. and the CLIENT. The Tourism Act shall apply accordingly with the relevant provisions.

1. RESERVATION

1.1. When making a reservation for accommodation, the client must fill in certain information in the electronic reservation system. The Guest undertakes to provide true and complete data for all persons included in the booking, including full names of all guests and accurate age of children as of the arrival date. Children are considered persons under the age of 12 (twelve) on the date of check-in. Persons aged 12 (twelve) or older are considered and charged as adults. In case of discrepancies or incorrect data, the Hotel reserves the right to charge additional fees upon check-in, in accordance with the current price list. Reservations may require additional information about the tourist(s) and the selected services. All personal data entered in the reservation forms is used solely for the execution of the reservation.

Once the required information (personal details, period of stay, accommodation, number of guests) has been entered, the reservation system generates booking details, including meal plan, as well as the possibility to add comments regarding special requests. Special requests may be entered in the “Comment” field. The hotelier will accommodate such requests whenever possible.

A reservation is considered completed after pressing the “Book” button and receiving confirmation from the system that the booking has been registered under a unique number. In case of a successful reservation, the system automatically generates a confirmation available for download, together with mandatory information under the Tourism Act.

2. PAYMENT

2.1. A processed reservation may be paid using one of the methods offered by the reservation system. Please note that the accommodation provider may change the available payment methods in the online booking form.

– Bank card: The client may pay the price of the first overnight stay or any other amount specified by the accommodation provider in the TravelLine Booking Engine. Payment is processed through a secure payment system window. If partial payment is made during booking, the balance must be paid upon arrival.

– Credit card (guarantee): You enter your credit card details in the relevant fields of the booking form. This information is transmitted securely to “Madara NF” Ltd. via a protected server in order to guarantee your reservation. “Madara NF” Ltd. – Hotel Madara may withhold or block an amount equivalent to the reservation value on your card. If the necessary transaction cannot be completed, the reservation may be cancelled by the accommodation provider. Please ensure that your card is valid and has sufficient funds to cover the booking.

– Cashless bank transfer: 100% of the booked services must be prepaid. The required amount is indicated during the booking process and must be transferred within 3 days of making the reservation.

– Cash payment: The client may pay in cash upon arrival at Madara NF Ltd. – Hotel Madara.

– Non-refundable rates: The accommodation provider may apply non-refundable rates. In such cases, advance payment (full or partial) will not be refunded in case of cancellation or no-show. This payment is charged as a penalty. Please read carefully the terms of each special offer before completing your booking.

If the client requires an invoice for advance or full payment, this must be requested at the time of booking. Invoice details must be provided when making the reservation.

3. CANCELLATION OR MODIFICATION OF RESERVATION

3.1. A reservation may be cancelled or modified free of charge depending on the terms of the selected rate or offer, but no later than 2 days prior to arrival.

3.2. If cancelled later, a penalty equal to the first night’s stay will be charged. To avoid misunderstandings, cancellation must always be made using the cancellation link and password provided in the booking confirmation email. Once cancelled, the client will receive an email confirming the cancellation. If unable to use the link and password, please contact the Reservations Department using the provided email and phone contacts. Refunds will be made to the same card/account used for payment.

3.3. Changes to arrival/departure dates, contact details, guest comments, or room type in an already confirmed reservation are possible only if payment is made upon check-in. Such changes must be made through the online reservation system using the link in your booking confirmation email.

3.4. In case of early departure, no refunds will be made.

4. ACCOMMODATION CONDITIONS

4.1. Check-in and check-out times:

– Check-in: after 14:00

– Check-out: until 12:00

Late check-out, when possible and agreed with Reception in advance, is subject to additional fees:

– Check-out until 18:00: fee according to the price list for late check-out

– Check-out after 18:00: 100% of the overnight stay price

4.2. Reservations are held until 23:59 on the day of arrival. For late check-in after 23:59 without advance or partial payment, prior notification to Reception (by email or phone) is required.

4.3. Guests must present valid identity documents upon check-in. The provided data is protected under the Personal Data Protection Act and processed solely for compliance with the Tourism Act. This information will only be used for the purposes of the reservation and will not be disclosed otherwise.

The hotel category is determined according to Bulgarian legislation. Information about facilities and services is available at: https://hotelmadara.com/madara/

5. DISPUTES AND COMPLAINTS

5.1. All disputes arising from reservations shall be resolved amicably. If no agreement is reached, disputes shall be referred to the competent Bulgarian court.

5.2. If during the stay deficiencies in the standard services are identified, the client must immediately and in writing submit a complaint to the Hotelier and request a document certifying submission of the claim in order for timely corrective measures to be taken.

5.3. The client agrees that compensation or penalties due from Madara Park Hotel for poor, incorrect, or non-performance cannot exceed the prepaid amount (for partially paid reservations) or the full reservation value (for fully paid reservations).

6. DISCLAIMER OF LIABILITY

Neither party to the reservation agreement shall be liable to the other if performance is hindered by force majeure circumstances that could not reasonably be foreseen and are beyond their control, except for settlement of payments. Losses caused by force majeure are borne by the affected party. Both parties shall take joint action to mitigate negative consequences. In case of force majeure, the client must notify the other party in writing no later than 7 days after the event.

“Madara NF” Ltd. shall not be liable and shall not owe compensation and/or penalties to the guest in cases of:

– Problems related to pets not declared and confirmed in writing during booking, or special guest requirements not confirmed in advance;

– Loss of valuables, money, documents, or other items left in the room or elsewhere on hotel premises;

– Incorrectly completed reservation forms by the guest or their representative;

– Full or partial cancellation of reservations outside the free cancellation period, including inability to arrive due to illness, personal or family reasons, changes of plans, concerns, etc.;

– Technical failures at the accommodation or its facilities used by the guest, preventing partial or full service provision;

– Guest refusal or omission to use pre-paid services;

– Expenses for food and drinks outside the contracted meal plan;

– Epidemics, pandemics, border issues, government bans or recommendations that prevent the hotel from providing part or all of its services.

7. CORRESPONDENCE

By making and completing a reservation, you agree to receive an email shortly after booking confirmation. The email contains hotel information, your personal reservation code, details of the booked service, and information regarding cancellation, modification, and review of your booking through our website system.

The original Bulgarian version of these Terms and Conditions has been translated into other languages. These translations are provided solely for convenience and have no legal force. In case of dispute or inconsistency between the Bulgarian version and any translated version, the Bulgarian version shall prevail.

Your data is protected under the Personal Data Protection Act and may be processed and/or disclosed by the HOTELIER to third parties only for compliance with the Tourism Act. The declared email or phone number will be used for official correspondence such as invoices, information, notifications, and notices.

By making a reservation at Madara Park Hotel, the client is deemed to have read and agreed to these General Terms and Conditions.

8. TRADER INFORMATION

“Madara NF” Ltd.

Registered address: Varna 9007, Golden Sands Resort, Hotel Madara

UIC: 103762811

VAT No.: BG103762811

Manager: Natalia Furnadzhieva

Correspondence address: Varna 9007, Golden Sands Resort, Hotel Madara, P.O. Box 10