Terms of Use
GENERAL TERMS FOR ONLINE RESERVATIONS ON THE SITE OF PEPPERA COMPLEX
RESERVATION AND ACCOMMODATION
Perpera Complex undertakes to ensure the use of the services requested and paid for by the client on an online reservation according to the data provided by the client through the reservation form for: client's name, period, number of nights, number of adults and children, regular and extra beds, price for overnight stay.
In the reservation, children up to 1.9 years old on the date of arrival are accepted as infants. In the reservation, guests between the ages of 2 years and 11.9 years, on the date of arrival, are accepted as children. A guest who has reached the age of 12 on the date of check-in is considered an adult. Information about them should be noted with a comment at the end of the reservation, in the "Remarks" field.
The "Remarks" field in the reservation form is not binding for Perpera Complex, and all the wishes of the client filled in the field in question will be satisfied if possible.
PRICES AND PAYMENT
The prices on the Perpera Complex website are in BGN (BGN), with 9% VAT, tourist tax and insurance included. The total amount payable 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 relevant period.
The reservation made and paid for through the online reservation portal is GUARANTEED with 50% advance payment.
Please note that reservations are not considered guaranteed without prior 50% payment and guests will not be accommodated.
Perpera Complex reserves the right to change prices and special offers on its website. For already made, confirmed and paid reservations, the amount due does not change, regardless of the new price offers presented.
CANCELLATIONS AND CHANGES TO RESERVATIONS
In case of cancellation, early departure or change of an online reservation already paid for by the customer, Complex Perpera refunds the amount paid for the unused reservation, charging a penalty depending on the dates of stay in the reservation and the cancellation period:
- For reservations in the period: 01.06 - 15.09 (inclusive) - Cancellations and changes without penalty are made up to 25 days before the date of check-in, with a full refund. In case of cancellation or changes up to 15 days before the date of arrival, 50% will be deducted from the reservation amount as a penalty. In case of cancellation or changes after this period or in case of no-arrival, the total amount of the reservation is retained as a penalty. In case of earlier departure, the amount of the unused part of the reservation is not refunded.
- For reservations in the period: until 31.05 (inclusive) and after 16.09 (inclusive) - Cancellations and changes 15 days before the date of check-in are accepted without penalty, and the entire amount is refunded. In case of cancellation or changes up to 8 days before the check-in date, 50% will be deducted from the reservation amount as a penalty. In case of cancellation or changes after this period or in case of no-arrival, the total amount of the reservation is retained as a penalty. In case of earlier departure, the amount of the unused part of the reservation is not refunded.
Amounts for paid reservations with early bird discounts and special offers are non-refundable. For reservations made with a discount for early bookings (all reservations made and paid for by 31.03) and special offers, no changes are allowed, incl. change of names, type of room, type of meals, number of guests, dates of arrival and stay. A change in one of the above parameters will be considered a new booking.
In cases of force majeure, requiring the cancellation or change of the reservation, it is necessary to provide the relevant documents and evidence. Then the refund of the paid amounts is at the discretion of Complex Perpera.
Reimbursement of amounts paid for services agreed and performed by Complex Perpera will be made through a transaction on the card with which the payment for the reservation was made. Refunds are made within 30 days from the date of cancellation.
TYPES OF PAYMENTS
Payment is made by electronically with a debit or credit card through a virtual POS terminal
We accept payments by Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic or Maestro cards.
When choosing this payment method, you construct the reservation yourself and manage the payment process for it in the online reservation portal on the Perpera Complex website.
After you have created and confirmed the reservation and proceeded to pay for it, the BORICA payment page opens. The payment screen is located in BORICA's 3-D Secure environment, ensuring full protection of the data that the customer enters. On this screen, the customer enters the data from his card - type of card, number, validity period and CVV2/CVC2 code. For cards requiring additional 3-D authentication where you are enrolled in the Verified by VISA or MasterCard SecureCode authentication schemes, an authentication page of your Issuing bank opens where you enter your authentication password.
In order to be able to use your debit card for online payments, you need to activate this service and receive your secret code to use in your online payments. You can activate it at any ATM in the BORICA network.
The steps to activate your service and receive your secret code are:
Step 1: Insert your card into the ATM. Select "Other Services".
Step 2: Select the "Pay via Internet" option from the ATM menu.
Step 3. Select "BORICA Secret Code" from the ATM menu.
Step 4: A message about the successful generation of your secret code appears on the ATM screen.
On the receipt that will be printed for you, you will find the secret code you need for online payments with your debit card.
Important: At no time during the creation of the reservation, payment or after payment, the Merchant does not have access to the Cardholder's card details.
In the case of a successful transaction, a transaction note is displayed on the screen, which you must print and keep.
At the time of online booking, the mentioned amounts will be automatically withdrawn from your card at the end of the payment process.
After successful payment of the value of the created reservation, you will receive a confirmation, number and parameters of your guaranteed reservation.
IMPORTANT!
Please, in case of difficulties to book and pay through the online reservation portal of Complex Perpera, contact our team on phone 0884 919 982 or address your questions to e-mail: [email protected].
PERSONAL DATA
Your personal data is protected according to the legislation of the Republic of Bulgaria and is used only by the reservation department of Complex Perpera. ET "ČZP Güner Serbest" owner of Complex Perperae registered in the register of legal entities - administrators of personal data. Your personal data will not be provided to third parties.
In order to proceed with the reservation, it is necessary to declare that you are familiar with and agree to the present GENERAL TERMS FOR ONLINE RESERVATIONS OF THE PERPERA COMPLEX.
- unacceptable levels of noise or guest behavior;
- arrogant behavior by persons who are clearly intoxicated or disorderly which destroys or threatens to destroy hotel property;
- breach of public order.
In case of refusal by the guests to comply with the requirements, the hotel reserves the right to cancel the reservation without being liable for refunds or compensation
PETS
Pets are not allowed in the hotel.
PROTECTION AND SURVEILLANCE
The hotel is equipped with a video surveillance system that covers the public areas.
CHAMBER SERVICES
The rooms are cleaned daily between 08:00 and 16:00. If there is a Do Not Disturb sign posted until 3:00 p.m., the room will be cleaned the next day. If you need anything after 16:00, please ask at reception.
LOST THINGS
In case of found items, the management of the complex undertakes to contact the guest and send the lost item at the expense of the owner.
The management of the complex is not responsible for lost, damaged or stolen personal belongings, unclaimed and unclaimed within 30 /thirty/ days.
COMPLAINTS, REFUNDS AND DAMAGES
Any comments or complaints regarding the stay should be made to the front office or to the Resort Manager during the stay so that the matter is resolved immediately.
The hotel reserves the right to charge guests for damages caused knowingly, through negligence or imprudence. If the damage is discovered after the guest has checked out, the hotel reserves the right to send an invoice for the amount due for the repair.
The hotel assumes no responsibility for services provided by third parties to guests.
EMERGENCY CASES
FIRE SAFETY
Evacuation plans are located on the back of the doors in each room. Please read them carefully.
Fire extinguishers and fire hoses of appropriate size are located on each floor and next to each fire hydrant.
If fire or smoke is detected, please report to the reception, indicating the floor and room number or the relevant location.
NATURAL DISASTERS - FLOODS, EARTHQUAKES, ETC.
In the event of a natural disaster:
– Keep calm and follow the instructions of the staff. Don't panic. Stay in place wherever you are. Most injuries occur when people enter or exit buildings.
– In case of an earthquake, take cover. If you are inside, stand under a desk or table, against an interior wall, or under an interior door. Stay away from glass, windows and exterior doors. If you are outside, stay away from buildings, sidewalks and power lines.
– Use the stairs.
CONSEQUENCES FOR VIOLATION OF HOTEL POLICY
All guests, employees and representatives of tour operators are expected to adhere to the general rules for check-in and stay at the hotel
In case of detected violations, the hotel management may resort to the immediate termination of the reservation without being responsible for refund or compensation.