General Terms and Conditions
RESERVATIONS AND ACCOMMODATION
Family Hotel Antiqueundertakes to provide the services requested and paid for by the customer via online booking, according to the information provided by the customer on the booking form: customer name, period, number of nights, number of adults and children, regular and extra beds, price per night.
In the reservation, babies are accepted as children under 2 years of age on the date of arrival.
In the reservation, children are accepted as guests aged 2 to 12 years on the date of arrival.
Guests who are 12 years old or older on the date of check-in are considered adults.
Information about them must be noted in a comment at the end of the reservation, in the “Comments” field.
The “Comments” field in the reservation form is not binding for Hotel Antique, and all customer requests entered in this field will be fulfilled whenever possible.
PRICES AND PAYMENT
The prices on the Antique Hotel website are in Bulgarian levs (BGN), including 9% VAT, tourist tax, and insurance. The total amount owed by the customer for the reservation is calculated automatically, depending on the number of days, the number of adults and children, and the current price offer for the respective period. Reservations made and paid for through the online booking portal are GUARANTEED with a 100% advance payment. Please note that reservations are not considered guaranteed without prior 100% payment and guests will not be accommodated. Hotel Antique reserves the right to change prices and special offers on its website. 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, early departure, or change to an online reservation already paid for by the customer, Hotel Antique will refund the amount paid for the unused reservation, charging a penalty depending on the dates of stay in the reservation and the period of cancellation: For reservations in the period – Cancellations and changes without penalty are made up to 20 days before the date of accommodation, with the full amount refunded.
For cancellations or changes up to 15 days before the date of arrival, a penalty of 50% of the reservation amount will be charged. In case of cancellation or changes after this period or in case of no-show, the total amount of the reservation will be retained as a penalty. In case of early departure, the amount of the unused part of the reservation will not be refunded. In cases of force majeure circumstances requiring cancellation or change of the reservation, the relevant documents and evidence must be provided. In such cases, the refund of the amounts paid is at the discretion of Hotel Antique. Refunds for services agreed upon and provided by Hotel Antique will be made via the card used to pay for the reservation. Refunds will be made within 30 days of the date of cancellation.
TYPES OF PAYMENT
Payment is made electronically by debit or credit card through a virtual POS terminal. We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, or Maestro cards.
PERSONAL DATA
Policies and recommendations related to hotel accommodation:
1. Guests are registered only after providing an identity document.
2. Check-in at the hotel is after 2:00 p.m. The room must be vacated by 12:00 noon on the day of departure. If you wish to use your room after the designated check-out time, please notify the reception desk one day in advance. The “late check-out” service can be provided for an additional fee according to the hotel’s rates or refused depending on the hotel’s occupancy.
3. The entire amount for the guests’ stay must be paid before arrival at the hotel or according to the terms of the offer. Payment at the hotel can be made by debit or credit card or in cash. Only payments in Bulgarian leva are accepted.
4. Upon registration, the hotel has the right to require each customer to pay a deposit in accordance with the services reserved. The deposit is required as a guarantee for consumption from the mini bar, use of additional services, or any missing or damaged property found after your departure.
The deposit can be provided in cash or by blocking/withdrawing the corresponding amount from your credit/debit card. The deposit will be refunded, or the blocked amount will be released, upon departure from the hotel, provided that the hotel has no reason to withhold part or all of the amount to cover the cost of services used by you or missing or damaged hotel property. If necessary, the uncovered amount will be charged to your credit/debit card or immediate additional payment in cash or by bank transfer will be required. Failure to pay on time for services used and/or damage caused (missing or damaged hotel property) is considered a violation of the internal rules and laws of the Republic of Bulgaria.
5. Upon check-in, guests are provided with an individual key card.
6. Upon leaving the hotel, guests are required to personally return their key cards and remote access devices for the parking lot (if requested) to the reception desk and wait for the hotel staff to check the room and the account balance.
7. The hotel is locked at midnight for outsiders and reopened for visitors at 6:00 a.m. Guests have free 24-hour access via their key cards.
8. Children up to 2 years of age can be accommodated in any room free of charge, and the hotel provides baby cots for this purpose.
9. Children aged 2 to 7 years old stay free of charge in the hotel in rooms designated for this purpose – Studio, Standard Apartment, Deluxe Apartment, Presidential Apartment.
10. Children from 7 to 12 years of age are accommodated for a fee of 20 BGN in the rooms designated for this purpose – Studio, Standard Apartment, Deluxe Apartment, Presidential Apartment.
11. Persons over 12 years of age are accommodated according to the prices set by the hotel or according to specific offers.
12. If a customer cancels their reservation, the deposit paid by them to confirm the reservation is partially refunded or not refunded depending on the terms and conditions of the reservation.
13. Persons who are not registered are not allowed to stay or reside in the hotel room. Guests of hotel guests may be welcomed in the lobby and lobby bar.
14. It is forbidden to enter the Lobby Bar and common areas of the hotel wearing inappropriate clothing.
If such clothing is detected, the staff has the right to restrict your access.
15. The hotel does not have the necessary facilities to accommodate guests with disabilities.
Policies and recommendations related to the services offered by the hotel:
16. Please leave your valuables and documents in the safe at the reception desk. The hotel is not responsible for items and valuables left unattended in the room or on the hotel premises.
17. The hotel offers luggage storage. Guests who are checking out are charged BGN 3. Between 2:00 p.m. and 11:59 p.m. on the day of departure. Groups of more than 4 people arriving before check-in time (2:00 p.m.) will be charged 3 BGN per person for luggage storage. The fee for each hour started after the above-mentioned hours is BGN 2.
18. Rooms are cleaned by the maids every day from 9:00 a.m. to 2:00 p.m. For additional requests from guests, please contact the reception staff.
19. The hotel provides its guests with free WiFi in the rooms and in the common areas of the hotel. Most rooms are separately equipped with cable internet, which is charged at an additional 2 BGN per hour.
20. The hotel offers photocopying services at the reception desk. These services are charged additionally depending on their type.
21. When you check into your room, please remember to place your key card in the designated slot located right next to the room’s entrance door. Placing it there activates the power supply to the appliances and lighting in the rooms. When leaving the room, please remember to take your key card with you and check that your door is locked.
22. The products available in the minibar in the rooms are not included in the room price. Their prices can be found in the price list in the room folders.
23. Hotel parking is included in the room price. The parking lot has controlled access and video surveillance. A remote control is provided to open and close the controlled access gates. The remote control must be returned to the reception desk when checking out of the room or parking lot. In case of loss or damage, an additional fee of BGN 50 per item will be charged.
24. The breakfast offered by the hotel is a choice from the menu and is not included in the room price.
25. The hotel lobby bar is open from 7:00 a.m. to 11:00 p.m. Payment for consumption is made either on the spot to the relevant staff or charged to your hotel room.
26. Please observe the rules of public order during your stay.
27. All additional services in the rooms – paid and free of charge, described in the folders in each room – must be requested from the reception desk.
28. Please contact the reception desk for additional questions and services.
29. It is forbidden to bring in and consume food and beverages from outside in the hotel rooms and in the common areas of the hotel. Except with the express written permission of the hotel and as an exception for organized events.
30. Smoking on the hotel premises/in hotel rooms/in common areas is strictly prohibited! Please use the outdoor areas designated or marked for this purpose.
31. The power supply throughout the hotel is 220/240 volts.
32. Removal of hotel property is strictly prohibited!
33. In case of damage to hotel property due to the fault of the visitor, it shall be paid at market value as determined by the hotel management.
You can find the relevant prices in the folders in each room.
34. We kindly ask you to close the windows and check that the door is locked when leaving the room.
35. Dogs and other pets are not allowed on the hotel premises.
36. The hotel is not responsible for lost personal belongings. In case of such, please contact the reception desk.