The Regulations define the rules for the provision of services, responsibility and staying on the premises of Vihren Royal Palace and are an integral part of the contract concluded by signing the registration card, as well as by making a reservation and paying a deposit or the entire amount due for staying at Vihren Royal Palace. By making the above the Guest confirms that he has read and accepts the Regulations.
The Regulations apply to all Guests staying at the Vihren Royal Palace.
The Regulations are available for inspection at the Reception Desk and on the website at: /regulamin
Vihren Royal Palace reserves the right to refuse to provide services to persons who do not comply with the Regulations.
§ Hotel day, reservation
A room in Vihren Royal Palace is rented for hotel days. The hotel day starts at 14:00 (check-in) and ends at 12:00 the next day (check-out).
If the Guest did not specify the length of stay when renting a room, it is assumed that the room was rented for one day.
Extension of the hotel day depends on availability and is possible only after prior confirmation of such a request at the Reception Desk (additional fees may apply).
In case of not checking out by 12:00 Vihren Royal Palace reserves the right to remove items left from the room (additional fees may apply) or automatically extend the hotel day according to the current price of the day (unless a rented room has been booked at that time).
A request for an extension of the hotel day should be submitted by the Guest at the Reception Desk no later than 10:00 on the day when the stay expires.
Vihren Royal Palace may not take into account the wish to extend the stay if all accommodation places (rooms) are used or in the case of Guests who do not comply with the Regulations.
Vihren Royal Palace reserves the right to refuse to extend the Guest's stay at Vihren Royal Palace in the event of failure to make full payment for the previous stay or if the room cannot be made available for other reasons.
Vihren Royal Palace may refuse to accept a Guest who grossly violated the Regulations during the previous stay, in particular by causing damage to hotel property or property of Guests, damage to the Guest, employees of Vihren Royal Palace or other persons staying at Vihren Royal Palace.
In the event of the Guests resignation from the stay during the hotel day, Vihren Royal Palace does not refund the fee for the commenced hotel day.
In the event of cancellation of the room reservation or in the absence of the Guests arrival at the Vihren Royal Palace on the scheduled date, the fees specified in the terms and conditions of the offer under which the stay was to take place shall apply. This also applies to other Vihren Royal Palace services.
The room is rented only to the person or persons who check in to the specified room.
From 22:00 till 7:00, only registered persons may stay in the room.
Vihren Royal Palace reserves the right to register people visiting the room on the basis of a valid identity document and signing the registration card.
A hotel guest may not transfer the room to third parties, even if the period for which he has paid for the stay has not expired.
Vihren Royal Palace reserves the right to charge a credit card or accept a cash deposit at check-in up to the amount due for the entire stay.
Vihren Royal Palace provides services in accordance with its standard. In case of reservations regarding the quality of services, please report them to the reception desk as soon as possible, which will allow us to react immediately.
At the Guests request, Vihren Royal Palace provides free personal luggage storage services during the stay and wake-up calls at the appointed time.
Personal belongings left in the room by the already checked-out Guest will be sent back to the address indicated by the Guest at the expense of the person ordering the shipment.
If no such instruction is received, Vihren Royal Palace will store these items for one month from the date of leaving them at the Owner's expense, and then subject them to commission destruction. Groceries will be stored for 24 hours.
Guests can use the Vihren Royal Palace parking space for an additional fee.
§ Responsibility of Guests
Using the services of Vihren Royal Palace is carried out with respect for good manners and generally accepted social norms, including the curfew between 10 pm and 6 am.
The use of the Vihren Royal Palace equipment should be in accordance with its intended use. Each time a Guest leaving the room, for safety reasons, he should turn off the TV set, turn off the light, turn off the taps and close the roof windows and lock the door.
In the event of behavior deviating from accepted social norms, aggressive, vulgar behavior, threatening health and life and the safety of hotel property, Vihren Royal Palace reserves the right to refuse further services and immediately terminate the stay without refunding the money paid.
The Guest is financially responsible for any damage or destruction of Vihren Royal Palaces equipment and technical devices resulting from his fault or the fault of people visiting him, including both those caused during the Guest's stay and revealed after departure.
Vihren Royal Palace reserves the right to charge the card payment guarantee for the damage incurred, informing the Guest about it, and also providing photographic documentation and repair costs on request.
Any faults arising during the use of the room should be reported to the Hotel staff at the Reception Desk as soon as possible.
Hotel guests are obliged to comply with fire regulations and health and safety rules on the premises of the Hotel.
Children under the age of 12 should be under the constant care of legal guardians at the Hotel. Legal guardians are financially liable for damages caused by minors.
§ Responsibility of Vihren Royal Palace
In the event of noticing damage to property, the Guest should immediately notify the Vihren Royal Palace Reception.
Vihren Royal Palace's liability for loss or damage to money, securities or items of scientific or artistic value is limited, unless these items are deposited at the Reception. Vihren Royal Palace may refuse to store the above items if they threaten security, are too valuable or take up too much space.
Vihren Royal Palace is not responsible for damage or loss of a car or other vehicle belonging to a Guest.
Vihren Royal Palaces liability is also limited if the damage resulted from the nature of the item brought in or as a result of force majeure, or when it was caused solely by the fault of the Guest or the person who accompanied him, was employed by him or visited him.
Guests have the right to file complaints in the event of noticing shortcomings in the quality of services provided. The complaint should be submitted immediately after noticing the shortcomings.
All complaints in writing are accepted by the Reception. The complaint will be considered within 48 hours of its receipt by the Hotel, in the event of disputes, the Code of Civil Law will apply.
§ Additional arrangements
There is an absolute ban on smoking tobacco products and electronic cigarettes on the premises, except in designated areas. Breaking the ban on smoking cigarettes and tobacco products in the room is tantamount to the Guest's consent to cover the costs of room dearomatization in the amount of 250 BGN for each detected case.
Due to fire safety, it is forbidden to use heaters, electric irons and other similar devices in the rooms that are not part of the room equipment.
In case of non-compliance with fire rules and causing the arrival of the fire brigade,
the guest will cover the cost of the arrival of the unit in the amount of 2500BGN for each case.
Vihren Royal Palace's public spaces are monitored to ensure the safety of people and property. By accepting these regulations, you consent to the processing of your image for this purpose. Monitoring data is stored for a period of two weeks and transferred to authorized entities only on the basis of appropriate written authorizations.
Vihren Royal Palace accepts stays with pets only by prior arrangement. There is an additional pet fee. The person staying with the animal is fully responsible for it. The animal must not disturb the peace of other people staying in the Vihren Royal Palace and must not cause a feeling of security threat. The animal may stay only in the zones designated by Vihren Royal Palace. Pets are not allowed in the Restaurant, SPA and Swimming Pool.
It is forbidden to use the swimming pool for persons under the influence of alcohol or other intoxicants and for children under 14 years of age without adult supervision.
It is forbidden to bring glass and substances that may pollute the water into the swimming pool area. Water pollution (including the release of foaming substances into the water) is associated with the need to cover the costs of water replacement and cleaning in the amount of 5000BGN (swimming pool) and 1000BGN (jacuzzi).
In accordance with the Regulation of the European Parliament and of the Council (EU) 2016/679 of April 27, 2016. on the protection of individuals with regard to the processing of personal data and on the free movement of such data, and repealing Directives 95/46/EC, we would like to inform you that the personal data administrator is Vihren Royal Palace with its registered office in Bansko (postal code: 2770), ul. Pere Toshev 2, Tax Identification Number 206955019
The Guest, at any time, has the right to access their personal data and correct, delete and object to processing, as well as the right to lodge a complaint with the Office for Personal Data Protection. Providing personal data by the Guest is voluntary, but necessary to conclude and perform the contract for renting a room at Vihren Royal Palace.
Full information on the processing of the Guests personal data is available at the hotel reception.