Terms and Conditions

Terms and Conditions for the Use of the Hotel Booking and Services Platform

I. GENERAL PROVISIONS

1. Information about us and the Platform

This website, available at www.hotelprimorski.com (the “Website”), as well as the online booking platform (the “Platform”) accessible through the Website, are operated by:

“Saints Constantine and Helena Holding” AD, UIC 813194292, with its registered office and address of management in the Republic of Bulgaria, Varna, ZIP Code 9006, Primorski District, Saints Constantine and Helena Resort – Administrative Building.

Email: reservations@hotelprimorski.com
Phone: +359 52 810 300

hereinafter referred to as the “Merchant” or, depending on the context, “we”.

The Website has been created for the purpose of providing users with the opportunity to make online reservations for hotel accommodation and related tourist services, as well as to pay for them using the payment methods offered by us.

These Terms and Conditions govern (i) the use of the Website, (ii) the booking Platform accessible through it, (iii) reservations made through the Platform, as well as (iv) all payments made through payment links (Pay-by-Link) or through other payment methods available on the Platform.

2. Registration

It is not mandatory to have a user account in order to make a reservation through the Website. The Website allows you to make and pay for a reservation as a “guest” (guest checkout).

At your discretion, you may create a user account. Registration is entirely voluntary and free of charge. Creating an account allows you, among other things, to manage your reservations more easily, store information about past reservations and, subject to your explicit consent, store your personal data for faster and more convenient booking of future stays. Through your user account, you may also participate in our “loyalty programmes” and use other functionalities offered through the Website.

You may register at any time – before, during or at the end of the booking process.

To create a user account, you must complete the information specified in the registration form. Regardless of whether you make a reservation through a user account or as a “guest”, you must provide, at a minimum, certain categories of data necessary for the fulfilment of your reservation.

Fields marked as mandatory must be completed accurately and correctly by you; otherwise, it will not be possible to create a user account (where registration has been requested) and/or complete the booking process.

The user is responsible for the accuracy and validity of the information provided throughout the period during which their account is maintained. In the event of any changes, the user must promptly update the information by editing their user account or by notifying the Merchant in writing.

The user account is personal and may not be transferred or made available for use by third parties without the Merchant’s consent.

3. General booking rules and information about our partners

Through the Website, we offer the possibility to book hotel accommodation (including short-term overnight stays and guest accommodation), as well as additional services offered by the hotel, where available. Possible additional services include: accommodation and meal packages, spa and wellness services, etc. In order to make reservations through the Platform, you must be at least 18 (eighteen) years old.

For the provision of booking and payment services, we also use external service providers.

The booking Platform and the reservation management system are provided, technically maintained and administered by Aven Hospitality Solutions GmbH (hereinafter referred to as “Aven”).

Payments for the services offered through the Website are made through a secure payment page processed by Adyen N.V. (hereinafter referred to as “Adyen”), acting as a specialised payment service provider. Depending on the selected booking and payment method, access to the payment page may be provided through (i) automatic redirection from the Website or (ii) an individually generated payment link (Pay-by-Link) sent by the Merchant via email.

The use of the services of the above-mentioned external providers is solely technical and/or supportive in nature and does not create contractual relations between them and the users with regard to the main services – reservations for hotel accommodation. The agreement for the provision of hotel services is concluded solely between the user, as the recipient of the service, and the Merchant, as the provider of the service.

All prices displayed on the Website are in euro, and until 8 August 2026 the prices will also be displayed in Bulgarian leva. Despite the dual price display, the services may be requested and paid for solely and exclusively in euro.

The published prices of the services are final and include all applicable taxes and fees.

The prices indicated for the respective service are valid solely at the time your request is submitted through our Website. You are required to pay the price displayed at the time the request is submitted.

4. Reservations – technical steps

A reservation for hotel services through the Platform may be made by following these steps:

  1. Selection of hotel, period of stay, number of guests, room type and/or other applicable booking parameters;

  2. Selection of additional services (if applicable);

  3. Completion of the information required for the reservation – first and last name of the person in whose name the reservation is made, email address, contact telephone number and other information required for the provision of the hotel services;

  4. Review of the selected services, the final price, the applicable cancellation conditions and the remaining terms of the reservation;

  5. Explicit confirmation that you have read and agree to these Terms and Conditions and that you confirm the reservation;

  6. Clicking the “Book”, “Confirm” or another similar button indicating the final submission of the booking request. Before finally submitting the request, the user may review the information entered and the services selected and correct any errors and/or discrepancies by returning to the relevant previous step or by editing the respective field. The details of the confirmed reservation are stored by the Merchant and are accessible through the confirmation voucher sent to the user.

  7. Once the above actions have been completed, the user is deemed to have submitted a booking request. Upon acceptance of the request, the Merchant sends a confirmation voucher containing a unique number and the reservation details to the email address provided by the user within the period specified below. The agreement for the provision of hotel services is deemed concluded upon sending the confirmation voucher. Depending on the payment method applicable to the specific reservation, payment is made either immediately during the booking process or following confirmation of the reservation through an individually generated payment link (Pay-by-Link), which the Merchant additionally sends to the user by email.

The confirmation voucher contains your unique reservation number and is delivered to the email address provided by the user within 24 (twenty-four) hours of submission of the request. The physical provision of the accommodation service begins upon check-in on the scheduled date of arrival.

In the event of insufficient availability at the selected hotel or another objective impossibility to fulfil the reservation, the Merchant has the right to reject the request and shall notify the user in a timely manner. If payment has been made in connection with the rejected request, all amounts paid shall be refunded in full through the payment method used within 10 (ten) business days.

New reservations may be refused in the event of systematic failure by the user to fulfil obligations under previous reservations, including failure to appear at the hotel without the reservation having been duly cancelled.

The Merchant shall not be liable for failure to fulfil a reservation where this is due to:

(i) False, incomplete and/or inaccurate information provided by the user, including an incomplete, inaccurate or fictitious address or telephone number;

(ii) Failure to receive the payment due, where such payment is a condition for confirmation of the reservation;

(iii) Acts or omissions of third parties, including providers of payment or other technical services, or force majeure circumstances.

5. Payment and cancellation policy

5.1. Payment

Payment for the requested hotel services may be made by one of the following methods depending on the specific reservation:

(i) Through automatic redirection to a secure payment page – under this payment method, during the booking process the user is redirected through the booking module and the associated payment infrastructure to Adyen’s secure payment page, where the user enters the required payment details and completes the payment.

(ii) Through an individually generated payment link (Pay-by-Link) – after confirmation of the booking details by the Merchant, the user is sent an individual payment link by email, through which the user is redirected to a secure payment page and completes the payment. Under this payment method, the reservation may be confirmed without payment being made at the time it is requested.

The payment method applicable to the specific reservation is determined unilaterally by the Merchant and is communicated to the user during the booking process.

All payments in both of the above cases are processed by the payment service provider Adyen. Payment card details are entered solely on Adyen’s secure page and are not stored by the Merchant. All responsibility in connection with payments made, including but not limited to unsuccessful or delayed payments for any reason, loss or leakage of personal or other data, etc., lies with Adyen.

The Merchant shall also not be liable for refusal, delay or inability to make payment where these are due to acts or omissions of the payment card issuer, the servicing bank, incorrectly entered payment details by the user, insufficient funds in the account or other circumstances beyond the reasonable control of the Merchant.

Payment is deemed completed once it has been duly confirmed by Adyen. Upon receiving notification from Adyen that the payment has been successfully completed, the Merchant sends confirmation of the successful payment to the email address provided by the user.

As a rule, hotel services are paid for in advance through the payment methods described above. The Merchant reserves the right, but not the obligation, at its discretion, to allow the user, for certain reservations and at the user’s request, to make payment on site at the respective hotel upon check-in.

Where payment on site is selected, clicking the “Book”, “Confirm” or another similar button constitutes submission of a booking request. The agreement is deemed concluded upon sending the confirmation voucher by the Merchant, and in such cases the provisions of this section regarding advance payment shall not apply.

The Merchant may require the user to provide valid payment card details through Adyen’s secure payment environment as a guarantee for the reservation.

5.2. Cancellation policy

The possibility of cancelling a reservation and receiving a refund of amounts paid depends entirely on the specifics of the reservation (period of stay, type of accommodation, etc.) and the selected rate plan.

The applicable rate plan and cancellation conditions are indicated and brought to the user’s attention before final confirmation of the request/reservation and constitute an integral part of the agreement for the provision of hotel services.

The following cancellation models may apply:

A. Reservations with free cancellation

For a reservation made under a rate plan allowing free cancellation, you are entitled to a refund of 100% (one hundred percent) of the amount paid by you, provided that you cancel the reservation no later than the deadline specified in the conditions of the respective rate plan for the relevant hotel.

To cancel the reservation and request a refund of the amount paid, you must:

(i) Use the “Cancel Booking” link contained in the confirmation email sent by Aven; or

(ii) Send a written request to our support email address – reservations@hotelprimorski.com, specifying your name and reservation number.

Once the cancellation has been processed, the refundable amount shall be automatically refunded to the user’s payment card within 10 (ten) business days.

The Merchant shall not be liable for any delay exceeding the period specified in the preceding sentence if the refund was made by the Merchant within the applicable period and the delay is due to acts or omissions of the user’s servicing bank or other reasons beyond the Merchant’s control.

The period within which the refunded amount will appear in your account may also depend on your servicing bank or the relevant payment service provider.

Where a reservation is eligible for cancellation but the user does not cancel it in accordance with the procedure under item A above, the Merchant has the right to retain the entire amount prepaid by the user, regardless of whether the user actually appears at the hotel for accommodation.

B. Non-refundable reservations

Reservations made under a non-refundable rate plan are not eligible for free cancellation or a refund of amounts paid where cancellation is initiated by the user. Before confirmation of the request, the user is expressly informed that in the event of cancellation by the user and/or a no-show, all amounts paid shall be retained in full (100%) by the Merchant. The foregoing does not limit the user’s statutory rights in the event of non-performance by the Merchant.

Where payment on site is provided for a reservation and the user: (i) does not cancel the reservation within the applicable period under item A and does not appear, or (ii) cancels a reservation made under a non-refundable rate plan, the Merchant has the right to receive the full price of the reservation from the user.

Where the user has provided payment card details when submitting the booking request for the purpose of guaranteeing the reservation, this amount may be charged to the card only if the user has been informed in advance and has provided the required prior consent.

6. Dispute resolution

In the event of questions or disputes relating to the use of the Website, the booking Platform accessible through it and/or reservations made through it, as well as regarding the interpretation and applicability of these Terms and Conditions, the user may contact the Merchant using the contact details specified above in these Terms and Conditions.

We inform you that we fall within the scope of activities of alternative dispute resolution (ADR) bodies, including the General Conciliation Commission at the Consumer Protection Commission, with registered office in Sofia (1 Vrabcha St., floors 3, 4 and 5, Sofia 1000, adr.sofia@kzp.bg, www.kzp.bg) and the Alternative Consumer Dispute Resolution Body at the National Association for Consumer Protection (Sofia, 9 Positano St., entrance A, floor 4, office 14, office@nazp.bg, www.nazp.bg).

Nevertheless, we are not obliged and do not undertake to resolve disputes through alternative dispute resolution bodies.

7. Intellectual property

All content on our Website, including texts, photographs and graphic images, audio and video files, is the exclusive property of the Merchant unless otherwise stated. These elements, which constitute objects of copyright or other intellectual property rights, may be used solely for personal and not for commercial purposes.

The right of access to the Website and/or Platform does not include the right to copy or reproduce information, videos, photographs or elements of the Website or to use any intellectual property objects located on it. Unauthorised or unlawful use of any registered trademark or logo of the Merchant is prohibited.

Please note that infringement of our copyright or other protected rights may result in civil and/or criminal consequences.

8. Applicable law

Bulgarian substantive and procedural law shall apply to all disputes arising from or relating to these Terms and Conditions, including, but not limited to, the conclusion and performance of individual agreements for the provision of hotel services; the use of the Website and Platform; the making of reservations and their proper payment.

Given the dynamic nature of changes to the legal and technical requirements concerning the maintenance of the Website and Platform, these Terms and Conditions may need to be periodically amended or updated. All registered users shall be notified thereof within 7 (seven) days by email or by publication on the Website.

If any provision of these Terms and Conditions becomes invalid due to changes in legislation or for any other reason, the corresponding statutory provisions shall apply. The partial invalidity of any provision shall not affect the validity and applicability of the remaining provisions.

9. Liability of the Merchant

The Merchant takes reasonable care to ensure that the information maintained on the Website is always accurate and up to date but does not guarantee the completeness of the content and does not undertake to update the information within any specific timeframe. The Merchant reserves the right at any time to remove, amend or supplement published content.

The Merchant takes reasonable care to ensure the normal use of the Website and the Platform accessible through it by users. The Merchant additionally reserves the right to interrupt or discontinue functionalities of the Website at any time, as well as to completely discontinue the maintenance of and access to the Website, without this giving rise to any liability on its part.

The Merchant is under no obligation and does not guarantee that access to and use of the Website will be uninterrupted, timely, secure or error-free. The Merchant shall not be liable for failure to provide access to the Website or for access being provided with reduced quality as a result of tests carried out by the Merchant for the purpose of checking equipment, connections, networks and other systems, as well as tests aimed at improving or optimising the Website.

The Merchant shall not be liable for damage caused to users’ software, hardware, facilities or equipment or for loss of data resulting from materials or resources loaded or used in any manner through the Website. The Merchant shall not be liable for damage that may arise in connection with access to or use of the Website unless caused intentionally or through gross negligence on its part.

10. Liability of users

Users undertake not to perform malicious actions when accessing and using the Website.

“Malicious actions” shall mean all acts or omissions causing damage to the Website, including any of the systems supporting it and responsible for its availability and normal operation; sending unsolicited mail (unsolicited commercial communications, spam); flooding communication channels and overloading systems; gaining access to resources using third-party rights and passwords; exploiting system vulnerabilities for personal gain or obtaining information; damaging or destroying systems; installing viruses or remote control systems; disrupting the normal operation of the Website for other users; or carrying out any actions that may qualify as a criminal offence or administrative violation under Bulgarian law or other applicable law.

11. Hyperlinks to third-party websites

Our Website may contain hyperlinks to websites of external providers. The Merchant makes no guarantee and accepts no liability for potentially unlawful content or other infringements by third-party websites.

Such websites are governed by the respective third party’s terms and conditions and policies, including those relating to the protection of your personal data.

12. Personal data protection

Your personal data is processed by the Merchant in its capacity as data controller. Details regarding the protection of personal data can be found in the “Privacy Policy” section available on our Website.

You can learn more about the processing of your personal data by Adyen or another service provider specified herein from the privacy policy available on the website of the respective service provider.

13. Information about the regulatory authority

Consumer Protection Commission

Address: Sofia, 1 Vrabcha St., floors 3, 4 and 5

Tel.: 02 / 933 05 65

Fax: 02 / 988 42 18

Hotline: 0700 111 22

Website: www.kzp.bg