Balkan Jewel Resort Area Betolovoto, P.O. Box 62 Razlog 2760, +359 747 98 111

Resort Policy

the terms and conditions we operate on

Check-in/Check-out:

Check-in time – 2:00 pm
Check-out time – 12:00 am

Early check-in:

In case of early check-in prior to 09:00 am, an extra 100% charge of a room tariff per night will be added to your accommodation bill;

Late check-out:

In case of late check-out prior to 06:00 pm an extra 50% charge of a room tariff per night will be added to your accommodation bill;

Kindly note that an early check-in or a late check-out are subject to room availability.

Terms & Conditions of Hotel Use Payment

Payment for accommodation and additional services can be made in cash, in Bulgarian currency, via bank transfer, or with Visa, Master Card. Traveler’s checks are not accepted.

You might be asked to guarantee your booking with a debit/credit card including your 3 digit security code. We do not accept Diners, American Express or JCB payments.

A full non-refundable, non-transferable payment may be required for promotional, seasonal and advance purchase rates at the time of booking. If pre-payment is not required then payment is due on departure from the hotel

What is a pre-authorisation?

A pre-authorisation is a temporary hold of a specific amount of the available balance on a credit or debit card. The pre-authorisation is not a charge and no funds have been debited from your account, however your bank statement may show the pre-authorisation as a pending transaction. When you give us a credit/debit card, the pre-authorisation guarantees us that the funds are available to pay for any charges incurred up to the value of the transaction +15%

What method of payment can I use for the pre-authorisation?

In the event that no card is available then a cash deposit will be needed in line with the room rate for the stay.

When is the card pre-authorised?

Credit or debit cards are pre-authorised on check in.

Liability

Guests’ liability for their account is not waived and guests agree to be held personally liable in the event that any indicated person, group, company or association fails to pay all or part of any charges incurred.

Damage to Hotel Property

We reserve the right to charge guests the cost of rectifying damage, caused by the accidental, deliberate, negligent or reckless act of the guest to the hotel’s property or structure. Should this damage come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit / debit card, or send an invoice for the amount to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

Removal of Hotel Property

We reserve the right to charge guests the cost of replacing any items that are removed from the premises by them without consent. The charge will be the full replacement amount of the missing item, including any carriage charges. Should the fact that the item is missing come to light after the guest has departed, we reserve the right to make a charge to the guest’s credit/debit card, or send an invoice for the amount to the registered address.

Tampering with Fire Detection Systems and Fire Fighting Equipment

We reserve the right to take action against any guest found to have tampered/interfered with any fire detection equipment throughout the hotel, including detector heads in public areas and bedrooms, break glass points and fire extinguishers. Guests found to have tampered with any fire detection or fire fighting equipment will be charged with any costs incurred by the hotel due to their actions and additionally may be asked to leave the hotel. Depending on the severity of the guest actions, the Police may become involved at the hotel’s discretion. Should the fact that fire fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right to make a charge to the guests credit / debit card, or send an invoice for the amount to the registered address.

No Smoking Hotel

Guests who disregard or breach our no smoking policy within an apartment will without any exceptions, be charged for de-fuming costs. A fine of  BGN 50.00 will be levied per guest and will be deducted from card details provided. Any further damage to the room caused by smoking will be treated as damage to hotel property.

Inappropriate Behaviour

It is the hotel’s policy that all our guests have the right to be treated with dignity and respect and as a responsible host we believe that we have a duty to our guests to protect them from inappropriate behaviour. Should the Duty Manager deem any actions by a guest inappropriate, or if any inappropriate behaviour is brought to the attention of the Duty Manager, the hotel reserves the right, after any allegations have been investigated, to take action against the guest. Depending on the severity of the guest actions, the police may become involved at the hotel’s discretion, or guests may be asked to leave the hotel.

Lost/Damaged Property

If we find any lost property, we will make every reasonable effort to locate the owner and return it, but if we cannot locate the owner and an item is not reclaimed with 3 months of the guest’s departure it will be disposed of by the hotel.

Parking

Parking is available on site and is complimentary to all guests. However, all vehicles are left at the owner’s/customer’s own risk, the company does not accept responsibility for loss or damage. Should a problem occur with a vehicle in the hotel car park, the hotel cannot accept any liability. If a vehicle is left in the hotel car park without the consent of the hotel, the hotel reserves the right to remove the vehicle at the owners’ expense.

Special Arrangements

Whilst every effort is made to fulfil your requests, unfortunately, we can not guarantee these and failure to do so will not constitute a breach of contract.

Cancellations/Amendments

Any changes to the number of persons occupying a bedroom from those notified at the time of the initial booking must be notified to, and confirmed with Reception in advance of the arrival date.

Should you need to cancel or amend your reservation you can do so without penalty up to 5 days prior to arrival by 12 pm contacting our Front Office Team in writing.

A cancellation later than 5 days prior to arrival will incur a charge equivalent to the first night’s stay. In case of a No show the guest will be charged the full amount of the booked package.

The hotel reserve the right to charge the amount payable for such cancellation against the client’s card details given without prior notice or approval of the client.

Bookings made on promotional, seasonal and advance purchase rates may be non cancellable, non refundable and non transferable.

In the very unlikely event that we have to book-out, change or cancel your reservation, we reserve the right to do so until the time of check in/arrival. If this does arise you can:

1) accept the changed arrangements as notified,

2) make an alternative arrangement with us, or

3) cancel your reservation and receive a full refund of any monies paid.

Child Policy

Balkan Jewel Resort recognise children as being 12 or under. Please be aware that individuals over 12 will be classed as adults and charged accordingly on arrival. Children aged 12 and under must be accompanied by a responsible adult to ensure that the child’s behaviour is appropriate to other guests within the hotel.

Children aged 3 y/ old or under, stay free with parents.
Balkan Jewel offers baby cots for rent at 5 BGN per day. Please ask for availability and request at reception.

Cleaning

The daily quick clean of the rooms does not include cleaning of the kitchen board (washing of dishes and cleaning of oven and heating plates). This service is offered at an extra charge of 10 BGN and could be requested at reception

Housekeeping Service

We provide housekeeping service everyday between the hours of 10 AM to 3:00 PM.

Pet Policy  

Small pets are allowed,  only if they are in compliance with the administrative rules of the hotel and it’s subject to additional fee – 25 % the room rate/ per night . Guide dogs are an exception and additional payment is not required.

Maximum Occupancy

Occupancy levels are strictly enforced. They are required by a condition of our insurance. Over occupancy creates undue risk for all. If the apartment has more occupants than permitted, we reserve the right to require additional accommodation at a charge.

1 Bedroom Suite: 4 people.
2 Bedroom Suite: 6 people.

Entertainment Licence

We are a popular venue for weddings, functions and Christmas parties. We would like to advise you that during functions at the hotel the lounge area may be busy at times and we ask you to bear in mind our entertainment licence is until 01:00am and you may experience noise until, and possibly, after this time.