Term and conditions

GENERAL TERMS AND CONDITIONS FOR

BOOKING AT HOLIDAY VILLAGE ALBENA

 

 

 

1. General Terms and Conditions, and Applicability

These general terms and conditions are applicable to all bookings (or, equivalently, reservations) made by a client, - a natural person, a legal person or another legal entity, at one or several of the hotels at ALBENA Holiday Village operated and managed by “ALBENA” AD, Unified ID Code (ЕИК) 834025872, VAT № BG 834025872,  with headquarters and registered office: village of Obrochishte 9630, k.k. "ALBENA" – ADMINISTRATIVE BUILDING (“We” and “ALBENA”), made through the website www.albena.bg, the call center and hotel managers (all together referred to as the “Site”“Website”“Internet page”), offering our hotel services. In the event of a booking of hotel accommodation with or without the provision of food, these terms and conditions constitute a hotel services contract within the meaning of the Trade Act and the Obligations and Contracts Act entered into by “ALBENA” AD and the GUEST. The Tourism Act is applied respectively regarding its relevant provisions. The contract between “ALBENA” AD and the GUEST is considered closed when ALBENA confirms the booking. By making a booking you confirm and accept these General Terms and Conditions for Booking and the time limits set forth therein regarding the check-in and payment, booking cancellation etc. These terms and conditions for bookings oblige ALBENA to provide the demanded booking to the GUEST as per the data supplied by him/her through the booking form such as the name(s) of the GUEST or guests, hotel, time period, number of nights, number of adults and number of children and their age. In the absence of a prepayment of the booking, ALBENA shall not be obligated to provide the booked service. You should also get acquainted with the General Terms and Conditions and the Security Policy adopted by ALBENA in order to finalize your booking.

 

 

2. Coming into Effect

These General Terms and Conditions are binding for ALBENA – as one counterparty, and the persons or entities who have finalized a booking through the website and / or call center, respectively, the persons on whose behalf a booking has been made at the hotel (“GUEST(S)”, “You”) - as the other counterparty. The General Terms and Conditions come into force and are binding for the GUEST from the moment when the latter receives an email confirmation of the booking, whereas the obligations of ALBENA arise from the moment of receiving full or partial payment as per the booking that was made. In the event of a booking on behalf of a legal person or another entity, the contract counterparty is the legal person respectively the entity. When the booking has been made by a client for the benefit of another person or other persons, the counterparty to the contract with ALBENA are all persons of age who will benefit from the service whereas the person who made the booking is jointly liable regarding the obligations of the GUEST(S).

 

3. Key Definitions

“Guest” is a natural person (including a tourist), who actually uses the services of ALBENA and / or has made a booking at the hotel personally or through a client. The guest is a counterparty to the contract with ALBENA.

“Client” is a person that made a booking at a hotel managed and operated by ALBENA. A client may be the guest but also the guest’s representative or proxy who will not personally use the services.

“Tourist” is a natural person who personally or via a client made bookings at ALBENA and / or uses services offered by ALBENA constituting a tourist package.

“Hotel Service” is a service constituting accommodation at the hotel with or without the provision of food.

“Additional Service” is a service which ALBENA renders to the GUEST such as but not limited to: car parking, car rental, services offered at the hotel etc.

“Booking” is the act of entering data electronically by the GUEST or a third party (a client) in a booking form as a result of which ALBENA and the GUEST enter remotely into a contract for the provision of a hotel service with or without the inclusion of an additional service.

“Force majeure circumstance” and “Force majeure” constitute phenomena, acts, actions or inactions, that arose in the area of the accommodation location which may not be foreseen or avoided by a counterparty to the contract or by third parties who are involved in the provision of the service (partners of ALBENA, airline companies etc) for instance strikes, armed political conflicts, terrorist acts, natural disasters, military actions, fire, earthquake, floods, government bans, acts etc.

“Corporate Discount(s)” is a discount determined by ALBENA AD on the basis of contractual and / or partner relations with a legal person or another entity. It is determined and governed through an internal company order of ALBENA AD. The person concerned should provide proof of being an employee at the company through which this person is entitled to a specific discount.

“Shareholder’s Discount” is a discount due to a natural person owning at least 50 shares of the equity of ALBENA AD and registered in the book of ALBENA AD shareholders issued by Central Depository AD for the two latest consecutive general assemblies of the company. The check is carried out in-house by ALBENA AD when the person states to be a shareholder entitled to a shareholder’s discount.

“Priority Club Discount” is a discount due to a person who is a member of Priority Club Albena with a valid membership as of the date of booking. The person should prove being a member using the unique number of their membership card.

 

4. Making a booking

When making a booking for accommodation, the CLIENT should enter specific data in the electronic booking system. The bookings may require additional information about the tourist(s) and the selected services. All personal information that is entered in the booking forms is used only and solely for the need to carry out the booking. When filling in the requested information (personal data, period of stay, location of accommodation, number of guests), the booking system generates information about the booking including the provision of food as well as the opportunity for a comment regarding the GUEST’s special requirements. The GUEST’s special requirements may be entered in the “comments” field. The GUEST’s requests are fulfilled as per the hotel-keeper’s abilities.

The booking is deemed complete after pressing the “Book” button and receiving a confirmation in the booking system that the booking is registered under a unique number. In the event of a successful booking, the system generates an automatic confirmation for the booking with the possibility to be downloaded as well as containing information mandatory under the Tourism Act. In case that due to technical reasons these documents fail to be generated, please contact us and we will immediately forward them to you. Call Center Albena: +359 700 12 110 email: online@albena.bg

 

5. Booking confirmation

Immediately after the booking but no later than 24 hours from making it, the client will receive by email at the address they have indicated a booking confirmation jointly with the main data from that booking as well as instructions for advance payment. The confirmation contains also an excerpt of these General Terms and Conditions. The terms and conditions of the booking (regarding the period of stay, price, payment, terms of cancellation and modifications) are binding for the GUEST from the moment of the booking confirmation, and for ALBENA – from the moment of receiving the advance payment for part or the entire booking as per the specific terms. Most services offered by ALBENA should be partially or fully prepaid for their execution to be guaranteed. Please refer to Section 6 and Section 8 of the General Terms and Conditions.

 

6. Booking Price and Payment Method

The prices of services offered by ALBENA are in Bulgarian leva and comprise all taxes, including the tourist tax and VAT. The price of the selected service is indicated at the time of booking and in certain cases may be converted for information purposes from Bulgarian leva into Euros. The prices are to be paid in leva no later than the time limit stipulated in the reservation and the payment is deemed to have been made when the amount is in ALBENA’s bank account. The failure to pay within the specified time limit can be treated by ALBENA as cancellation on the part of the guest in which case Section 8.1 of these General Terms and Conditions shall apply and at ALBENA’s discretion the booking may be deleted or unilaterally cancelled by us. Services not paid within the time limit do not give rise to obligations on the part of ALBENA. The accommodation for children aged between 0 to 1.99 years is free of charge and these are not described as independent guests. The information related to them should be entered by the client in the “Comments” field when making the booking. Children aged between 2 to 11.99 years are entitled to special discounts. In order to use these discounts, it is necessary at the time of booking to indicate the number of children and the system will automatically calculate the price of booking. Children up to 11.99 years of age are treated as children whereas children who have turned 12 are treated as adults. In the event of incorrect information, when checking in the GUEST pays the difference up to the full value of the booking on the basis of reception desk rates.

 

The payment of bookings and other services takes place once or in instalments as per the specific offer you are considering. The method of payment is indicated in the announcement itself as well as in the email confirming the booking. The price includes the services as stated in the booking form for the specific period of stay, selected rooms and number of guests. The meal plan is indicated for each specific booking. In cases where the price includes food, this is stated explicitly in the order. We accept the following payment methods

Bank Account in BGN

Unicredit Bulbank

IBAN: BG43 UNCR 7000 10AL BENA 16

BIC: UNCRBGSF

REFERENCE: BOOKING № ______

TO THE BENEFIT OF: “ALBENA” AD

Bank Account in EUR

Unicredit Bulbank

IBAN: BG47 UNCR 9660 14AL BENA 03

BIC: UNCRBGSF

REFERENCE: BOOKING № ______

TO THE BENEFIT OF: “ALBENA” AD

In the case of any payment not using the bank transfer method, the transaction is processed by payment institutions and ALBENA does not receive any data regarding your credit or debit cards. When paying with a bank card, the GUEST must enter into the payment form complete data regarding the bank card with which the payment will be made – card number, expiration date, CVC/CVV security code, personal secret password for 3D identification. By providing the needed data, the GUEST or a third-party payer identifies him/herself, confirms the payment amount and orders the card account to be debited with the payment amount and to be transferred to ALBENA’s account. The client may not dispute a payment confirmed by entering a specific identification password (CVC/CVV security code, personal secret password for 3D identification or another identification password / code) or a payment confirmed by entering a 6-digit code to access the mobile application.

In the event of payments through PayPal or other similar payment systems or payments via a bank or with cards, ALBENA is not liable for any expenses concerning fees, commissions or other additional payments made by the client because of the transaction, as well as in the event of currency exchanges, as applied by the bank that has issued the client’s card in the cases in which the currency is different from Bulgarian leva (BGN).

Card payments on the website are treated as international payments by the banks in Bulgaria and according to their rules for work with cards and card payments for such types of transactions some banks charge additional fees. The expenses associated with such payments are borne solely by the client. Therefore, ALBENA recommends to its clients to check with their bank regarding eventual additional fees that the clients could be charged with when paying online or those for a bank transfer for services offered on the site.

 

ALBENA, after receiving the payment, issues an invoice for the service to the person indicated by the client / guest. With several payment instalments, a separate invoice is issued for each payment.

The features or the prices of service may change at any time. Due to technical reasons, it is possible that they contain errors for which ALBENA apologizes in advance to its consumers and clients and notifies them that it is not liable in the event of errors.

 

7. Promotions – Rebates, Discounts and Package Prices

ALBENA reserves the right to announce promotional prices. The promotional offers are valid only for newly booking guests, under the respective conditions, and may not be a reason for a demand on the part of the GUEST to reduce the price or a justification for claims. In the cases when ALBENA’s site features special offers (lower prices) for a specific hotel and period, the amounts paid are not refundable. Before you book, please check carefully the terms of the offer.

 

8. Prepaying booking

In order to guarantee a specific booking, the GUEST or the client should prepay a certain part of the total booking amount or the entire amount. The absence of a prepayment does not give rise to an obligation on the part of ALBENA whereas this does not exempt the GUEST from paying the amount due and adhering to these terms and conditions. ALBENA reserves the right to demand payment, legal interest as well as penalty payments whenever applicable.

Unless otherwise stated at the time of booking, the guest should pay in advance a deposit equal to 20% (twenty per cent) of the total amount of the booking within a 30-day period from the confirmation of the booking. The remainder of the sum due shall be paid no later than the day of arriving and by all means before the GUEST checks in on site at the ALBENA holiday village. In case of last-minute bookings for proximate arrivals (fewer than 30 days between the booking date and the arrival date), the amount due on the booking shall be paid no later than the day before the arrival and by all means before the guest checks in whereas ALBENA does not guarantee fully or partially un-prepaid bookings. In the event of non-payment, the booking shall be automatically cancelled. Prepayment equal to 100% (hundred per cent) may be demanded for promotional offers as well as for last-minute bookings with this being explicitly pointed out while and after making the booking.

 

If the GUEST did not pay or did not adhere to the payment deadlines, ALBENA has the right, without the consent of the client, to cancel unilaterally the booking as well as to assume that the client cancelled the booking. In this case, ALBENA is not accountable to the GUEST and / or the client and shall not owe indemnities or penalties.

 

9. Booking Cancellation Policy

 

9.1. Booking Cancellation by the GUEST

Unless otherwise stated in the booking, it may be cancelled (annulled) within 14 days from the date of paying the deposit. Before you book, please carefully check the terms of the booking.

The cancellation should be made by sending a filled-in cancellation form  to ALBENA including by email at online@albena.bg. The claim should contain the booking number as well as data about the guests and the period of stay. Bookings made on the site of albena.bg maybe cancelled also through the booking panel by following on the link leading to your booking and the “Cancel booking” button. You shall be informed about the successful cancellation of the booking.

If the cancellation is made within the aforementioned time limit, the amount paid by the GUEST or the client shall be refunded within a 14-day period from receiving the cancellation notification. For cancellations beyond that time limit, ALBENA shall keep the paid deposit or a larger portion of the price paid under the terms and conditions stated below.

PLEASE NOTE! Dependent on the type of service chosen, the period of stay and the terms of the booking, the specifically chosen offer may foresee a different policy for cancelling the booking by the GUEST. According to the cancellation policy applicable to the booking, the cancellation may involve the full or partial refund of the amount paid or withholding from it.

IF nothing is explicitly stated in the offer, a Free Refund policy is applicable with free cancellation within 14 days from the date of paying the deposit or from the date of confirming the booking – in the absence of a payment by the GUEST or the client, and in the event of cancellations after this time limit, the terms described in the table below shall apply.

 

The cancellation policies may be:

 

Cancellation Method

Fee

Within 14 days from paying the deposit

 

Free of charge

After the time limit for free-of-charge cancellation

 

20% of the booking amount

 

Table 1                      

 

When refunding the amount paid, all expenses related to the bank transfer (bank charges and others) shall be borne by the GUEST or the client.

 

9.2. Booking cancellation by ALBENA

ALBENA may unilaterally cancel the booking without owing indemnities and penalties in the event of:

 

If ALBENA cancels the booking due to reasons for which it is accountable, the company offers to the GUEST an equivalent service under the same or similar conditions, whereas in case the GUEST rejects it, ALBENA shall refund within 14 days 100% of the booking amount paid.

 

The GUEST may be notified about cancelled bookings by email or another means including a telephone call.

 

10. Booking Changes

Changes in the features of the services, the price, the payment terms and the cancellation policy are admissible only under the terms and conditions indicated below. “The change may be subject to an additional charge.”

 

10а. Changes in the period of stay

A change in the booking dates by the GUEST is allowed free-of-charge, without penalties and a cancellation charge up to 90 days before the stay only with a confirmation by the counterparty. When changing the dates and in the absence of a confirmation by the counterparty, the initial version of the booking remains valid. The confirmation is needed to ensure the provision of the service. When necessary, ALBENA may charge a reasonable fee for the change in the dates of stay by the GUEST. If a price offer is available for the newly-selected period of stay by the GUEST, this offer is not applicable for the change unless the parties agree otherwise. If the pertinent price is higher, the GUEST shall pay the difference. 

A change in the dates of stay by the GUEST is allowed after an advance notice from the GUEST to ALBENA.

 

10b. Changing the Number of Guests

Increasing the number of guests for the booking by the GUEST is allowed after a confirmation by ALBENA that the service can be provided with regards to the additional guests and after agreeing on the terms and amount of supplementary payment. Decreasing the number of guests is allowed without owing fees and penalties if the change takes place during the free cancellation time period. After this time limit, the number of guests may be reduced only after a confirmation by ALBENA and agreeing on the terms of the change, whereas in the absence of an agreement ALBENA shall not be obliged to refund the paid amounts.

 

10c. Changing the Guests

Up to 7 days before the check-in date, without having to pay fees and penalties, and with advance email notification to ALBENA, the GUEST has the right to change the names of the guests who will use the service by informing ALBENA by email or through another channel. In this case, the number of GUESTS remains unchanged. From this moment on, a counterparty to the contract for services with the company is (are) the new GUEST(S). The person who transfers the contract and the person whom the contract is transferred to are jointly responsible for the payment of the remainder of the sum as per the contract and of all additional fees, taxes or other supplemental expenses due to the transfer. ALBENA reserves the right to charge the GUEST for the change if due to this change the company has incurred actual expenses. Changes of the GUEST(S) after the indicated time limit are deemed accepted by ALBENA only if explicitly confirmed by us. An absence of a confirmation signifies that the change has not been accepted and in the event of a no-show of the guest the rules in Section 8 shall apply.

 

10d. Changing One Accommodation Location with Another

When the circumstances necessitate that, ALBENA may, up to 7 days before the stay, change the accommodation location with another from the same or higher category, under the same terms regarding accommodation and type of board, yet always in the ALBENA holiday village. By accepting these General Terms and Conditions, the GUEST agrees that this change is insignificant. In the absence of agreement, the GUEST may cancel the booking free of charge and receive back 100% of the amount the GUEST has paid or to accept a service – a substitute of the same or higher quality. ALBENA shall send a notification to the GUEST by email about the change and within 3 days from receiving the email, the GUEST shall notify ALBENA about their decision. In the absence of a notification, it is deemed that the GUEST has accepted the change. When accepting a service – a substitute with a lower price, the GUEST is entitled to a refund in the price difference.

 

10e. Change in the Booking Price

The final booking price is not subject to change unless there is consent on the part of ALBENA and the GUEST, in writing, including by email.

The following cases are exceptions when the booking price may be increased or reduced by ALBENA, if the company notifies the GUEST by email about the increase no later than 20 days before the stay, together with a justification and calculation of the increase, respectively the decrease:

1. the price of passenger transportation which follows the change in the price of fuel or another energy source, when the tourist service offered includes passenger transportation;

2. the size of the taxes or fees on the services included in the contract which taxes and fees are imposed by a third party that does not directly participate in the provision of the services, including tourist taxes, VAT, etc.; and

3. exchange rates related to paid tourist services when they are contracted in a foreign currency.

When the price increase exceeds 8 per cent of the total service price, ALBENA offers the GUEST the option to accept the changes within a reasonable time limit, and in the event of non-acceptance of the increase, the GUEST may cancel the booking without fees and penalties OR to request a replacement of the service with another of the same or higher quality. In case of a booking cancellation, ALBENA refunds all amounts received from the GUEST within 14 days of the booking termination.

 

10f. Other Changes

ALBENA and the GUEST may, following a mutual consent, including by email, change the order of the provision of the individual services or the starting and ending times of the service – for bookings including the provision of several services.

 

In case of an eventual significant booking change on the part of ALBENA and if the change concerns an essential part of the service(s), ALBENA notifies the GUEST about the change within 2 days of the change taking place but no later than 10 days before the starting date of the stay. The GUEST has the right to:

i/ accept the changes which is certified by means of a supplementary agreement to this contract which reflects their effect on the price, or

ii/ reject the service and cancel the booking without having to pay penalties or indemnities. In this case, the GUEST may choose among one of the following options:

 

11. No-Show on the Day of Checking-In

If a GUEST with partially or fully paid booking does not arrive at the accommodation location by 8 pm on the specified arrival date and has not notified the hotel in advance, the GUEST will be considered a No-Show. In the event of no-show, the amounts paid are not refunded and ALBENA reserves the right to claim the difference between the paid part and the full booking value.

 

12. Check-In and Check-Out

Check-in at the hotels is after 2 pm. Check-out after the last night is until 11 am. All times are stated in local time at the destination. The bookings are kept until 8 pm. For bookings with check-in after 8 pm on the day of arrival (late check-in) which are not fully or partially pre-paid, the hotel reception should be notified in advance – in writing (email) or orally (by phone).

Every GUEST checked in a hotel operated and managed by ALBENA must sign a declaration for holidays under COVID-19 conditions and submit it at the reception desk, which declaration is a compulsory component of each booking. ALBENA retains the right to cancel unilaterally and without owing any penalties, indemnities and fees for that if a GUEST refuses to sign or to submit a declaration.

The category of hotels is determined as per the legislation of the Republic of Bulgaria. Information about the amenities and the services that each hotel offers is provided by the hotels themselves at the date of enrolling in the booking system and may be found at the following internet address: https://albena.bg/bg/hoteli.

Some rooms permit us to accommodate one child free of charge. The opportunities are for a folding baby cot for children up to 1.99 years, which is subject to no extra charge, or additionally a bed in the form of a convertible sofa and / or armchair for children from 2 to 11.99 years, which is included in the total price. A supplementary baby cot is provided only upon request which has to be confirmed in advance by ALBENA’s team.

 

13. Transfer

An individual or group transfer can be added to a booking for an extra charge.

Transfers for which a price has been contracted with the GUEST and which have not been used for a reason beyond ALBENA’s responsibility such as for instance attributable to a fault on the part of the GUEST, the airline, the bus or railway companies or other service providers, shall not be subject to indemnities, their cost shall not be refunded and shall not constitute grounds for a claim on the part of the guest.

 

14. Board Type

The hotels at ALBENA provide to the guests a variety of board types. Dependent on your choice, we can offer:

All inclusive (Al) – includes breakfast, lunch, afternoon (late) snack* and buffet dinner as well as drinks during the specified opening hours: soft drinks and alcohol made in Bulgaria. All drinks are in limitless supply. A guest with at least 7 nights with AI board has the right to book at one of the restaurants forming part of the Dine Around program, once for lunch and once for dinner. Link for more information. On the day of arrival, the guests start with lunch if they book with the All Inclusive board.

All Inclusive Plus (Al +) – includes everything contained in the All Inclusive (Al) board as well as daily access to the “Aquamania” aquapark. A guest with at least 7 nights with AI+ board has the right to book at one of the restaurants forming part of the Dine Around program, once for lunch and once for dinner. Link for more information. On the day of arrival, the guests start with lunch if they book with the AI+ board.

Premium All Inclusive (PrAI) – includes everything contained in the All Inclusive (Al), as well as an assorted selection of imported alcohol, extended opening hours for the bars, additional restocking of the minibar. A guest with at least 7 nights with PrAI board has the right to a booking at one of the restaurants forming part of the Dine Around program, once for lunch and once for dinner. Link for more information. On the day of arrival, the guests start with lunch if they book with the PrAI board.

Ultra All Inclusive (UAI) – includes everything from the All Inclusive (Al) board, but also imported alcoholic drinks, extended opening hours for the bars and restaurants, additional restocking of the minibar. A guest with at least 7 nights with UAI board has the right to a booking at one of the restaurants forming part of the Dine Around program, once for lunch and once for dinner. Link for more information. On the day of arrival, the guests start with lunch if they book with the UAI board.

Breakfast (BB) – includes breakfast and free drinks during the breakfast: tea, coffee, water, juice.

Half Board (НВ) – includes two meals (breakfast and dinner), as well as free drinks at breakfast: tea, coffee, water. The drinks at dinner are not included.

Full Board (FB) – includes breakfast, lunch and dinner as well as free drinks at breakfast: tea, coffee, water. The drinks at lunch and dinner are not included.

Room Only (BO) – includes only the accommodation at the chosen accommodation location.

 

15. Liability

15.1. Liability of ALBENA

“ALBENA” AD is responsible for all hotel services offered by the company and is obligated to provide the services as booked. If circumstances arise that prevent “ALBENA” AD from providing the services in conformity with the booking and within the contracted time limits due to reasons beyond the company’s control, the hotel has the right to offer compensation (substitution) for the booked service which is accepted by the GUEST only if the latter agrees to the so made change in the booking.

If the provision of the substitute so offered of one service with another requires the consent of all guests as per the booking, the substitution enters into effect only if all guests of age as per the booking agree to the substitution.

In the event that the GUEST does not accept the suggested substitution for the service, the GUEST has the right to cancel the booking without owing fees and penalties for the cancellation as well as to receive a refund up to the full amount of the value of the booked service. In this case, ALBENA is obligated to refund 100% of the sums paid by the GUEST.

In the event that the GUEST accepts the suggested substitution of one of the services with another which has the same as or higher value than the initially booked service, the GUEST expresses their consent and confirms that they accept the substitution as suggested and has no material or moral claims towards ALBENA AD in this respect. When the service offered as a substitution has lower value than the initially booked service, the GUEST is entitled to a refund for the difference in the value of the initially booked service and the service that was actually provided.

“ALBENA” AD shall not assume expenses associated with the consumption of food and drinks beyond the type of board paid regardless whether they have been ordered by the guest or not.

 

ALBENA shall not be held liable regarding persons younger than 18 years (children) left without supervision. For a pleasant and calm stay, please take care of your children!

 

The size of the indemnities and penalties owed by ALBENA for bad, incorrect execution and non-execution may not exceed the value of the prepayment (for partially paid bookings) respectively the value of the booking (for fully paid bookings).

 

15.2.  Responsibility of the GUEST(S)

The GUEST who has made a booking at a hotel operated and managed by ALBENA, respectively the GUEST on whose behalf the booking is made, shall pay the full value of the booked services within the time limits and amounts as stated in the booking, and dependent on the specific case, the GUEST shall make a full or partial prepayment which is explicitly mentioned in the booking itself. If nothing has been arranged in the booking, the GUEST shall pay 20% of the total booking value (a deposit) to ALBENA AD in advance within 30 days of confirming the booking, and the remainder – at the latest by the day of checking-in. Each of the guests, as well as the person who has made the booking, if different from the GUEST, is responsible for paying the booking. Each person’s responsibility is joint. In the event of failure to pay the booking within the time limit, ALBENA has the right to cancel the booking without any obligation to pay indemnities or penalties. 

 

In case of damages inflicted at the accommodation location and / or to the amenities thereto (swimming pools, sports grounds, common areas etc.) or to other property made available to the guests to use (i.e. vehicles), the offender(s) shall assume the material responsibility for the damage including on the spot, when this is required by the wronged person. For damages inflicted by a GUEST who is not the holder of the booking yet uses the services of ALBENA, both the GUEST as well as the person who has made the booking shall be jointly responsible.

 

When the GUEST does not honor the time limits for paying the deposit and the prepayment or the time limits for providing necessary data or documents, as well as when the GUEST refuses to use the services (cancellation) regardless of the specific reasons, ALBENA has the right to cancel the services unilaterally and to withhold penalties as per Section 9.1 dependent on the day on which the service is cancelled. If a deposit was paid for the booking, ALBENA has the right to withhold it fully as well as to apply the terms for cancellation as described in Section 9.1.

 

The payment for booked but partially or fully unused services for reasons beyond ALBENA’s control shall not be refunded and ALBENA shall not owe any penalties or indemnities in such cases.

 

16. Waiver of Liability

Neither of the parties to the booking contract shall be held liable before the other party if the contract execution has been impeded by force majeure circumstances which the affected party could not have logically foreseen and which consequences are beyond its control, with the exception of the settlement of payments. The damages caused by the force majeure are borne by the party to this contract to which party the damages were inflicted. Both parties to the contract shall undertake joint action to reduce the negative consequences as a result of the force majeure occurrence. In the event of a force majeure, the party immediately notifies the other party in writing no later than 7 days from the event taking place.

 

“ALBENA” AD shall not be held liable and shall not owe indemnities and penalties in case of:

 

17. Claims and Reporting of Problems

If a problem occurs during your stay, you can phone +359 700 12 110 (at the price of one phone call as per your rate plan), email online@albena.bg or notify your place of accommodation in а different manner. Please do not hesitate to contact us if you have a problem and you need information regarding the medical services, local authorities and the provision of consular assistance, finding transportation from and to a specific destination.

 

In the event of incorrect execution of the service, without any unjustified delay and within 24 hours from learning about the incorrect execution, the guest shall notify ALBENA about the discrepancy by accounting for the specific circumstances in the situation. The notification should be in writing or in another form, including by email or another technical medium which allows the notification’s reproduction.

 

The guest has the right, within a 14-day period from using the service, to submit a claim, send messages, requests or complaints regarding the quality of the service provided in writing or orally at the reception desk of the chosen accommodation location, by phone or email. The claims are reviewed no later than 30 days after receiving them and if there are grounds for the claim, the guest is entitled to compensation at the discretion of “ALBENA” AD which compensation may not exceed the value of the first night.

 

18. Disputes and Jurisdiction

All disputes about the contract for a tourist package or hotel accommodation shall be resolved by the parties to mutual agreement. If the parties do not reach an agreement, the dispute shall be referred to the competent court as per the legislation of the Republic of Bulgaria whereas the parties determine the applicable law to be the Bulgarian laws which comprise the Tourism Act, the Trade Act etc. Each guest may initiate proceedings for an alternative resolution of consumer disputes as per the Consumer Protection Act before a General Conciliatory Commission at the Commission for Consumer Protection, with headquarters in Sofia, pl. Slaveykov № 4А, tel. 02/ 9330 517, internet page www.kzp.bg, e-mail: adr.sofia@kzp.bg. The procedure is voluntary and extrajudicial, and the decision of the body for alternative dispute resolution is not binding for the parties to the dispute. Disputes related to tourist packages purchased online may be referred also to the platform for reviewing consumer disputes supported by the European Commission available at the website

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show.

 

19. Personal Data

“ALBENA”AD and the website albena.bg implement integral technical and organizational measures to protect the data provided against accidental or intentional manipulation, loss, destruction and access by unauthorized persons. The protection of your personal data is carried out in compliance with the norms of the General Data Protection Regulation (GDPR) and the Personal Data Protection Act (PDPA). More information is available in the Policy on Confidentiality (GDPR)

20. Correspondence and Communication

By completing the booking for accommodation at the ALBENA hotels, you agree to receive an email containing information about your booking, destination, offers of additional services available at the Albena resort complex.

To complete correctly and secure your booking for accommodation, you should use a correct email address. ALBENA or its employees shall not be held liable for and are not obliged to check erroneous or incorrectly presented data including email addresses, phone numbers, credit card numbers.

ALBENA and all clients (natural and legal persons) as well as website visitors agree that the following shall be used to contact the counterparty:

 

 “ALBENA” AD, Unified ID Code (ЕИК) 834025872, with headquarters and registered office:  village of Obrochishte 9630, k.k. “ALBENA" – ADMINISTRATIVE BUILDING

            - by phone:   +359 700 12 110;

            - by email:  online@albena.bg

by sending a letter to: village of Obrochishte 9630, k.k. “ALBENA" – ADMINISTRATIVE BUILDING

            - through the contact form on the website.

           

            -  by calling the number indicated by them in the booking / correspondence;

            - by email to the address indicated by them in the booking / correspondence;

by sending a letter to address indicated by them in the booking / correspondence;

 

The notifications and messages that the counterparties exchange by email are considered to be in writing and the counterparties shall deem these to have the same effect as a written document without the need for electronic signatures.

 

21. Language of Contract. Translation.

The original Bulgarian version of these rules and terms has been translated into other languages. The translated version is an expression of goodwill and constitutes solely a technical non-professional translation. In the event of a dispute regarding the contents or the interpretation of these rules and terms, or discrepancies and differences between the Bulgarian version and the version of these rules and terms in any other language, the Bulgarian version which is the leading one shall dominate.

 

22. Rules at the Accommodation Location and the Adjoining Facilities (Aquapark, Restaurants, Swimming Pools, SPA Center, Sports Facilities and Gyms)

ALBENA’s guests shall comply with the rules of the accommodation location and the adjoining facilities. In the accommodation locations, pets are not permitted unless this has been explicitly confirmed by ALBENA. Smoking is not permitted in the rooms and all closed spaces. The rules of using the other amenities (aquapark, swimming pool, beach area) are indicated via information signs. ALBENA shall not be held liable for damages that occurred as a result of violating the rules established in place. For each broken rule set by ALBENA, the GUEST – the holder of the booking, shall be obliged to pay a penalty of 100.00 leva within 3 days of being invited to do so. The invitation to pay the penalty may be submitted to the GUEST orally or in writing and is accompanied by an infraction record signed by at least 2 (two persons) – representatives, proxies or employees of ALBENA.

 

23. Supplemental Provisions

If some of the clauses to these rules and terms is (or will become) invalid, inapplicable or non-compulsory, you shall remain obliged to adhere to all other clauses.

The website may contain links, internet references to other websites. ALBENA shall not be held liable for the confidentiality policy and the terms of usage of the websites that it does not manage as well as for any other information available there.

All images placed on the www.albena.bg website and on other webpages offering ALBENA’s services only aim at creating some idea about the type of the offered service and not to represent them precisely. Thus, it is possible that some of the images of the services on the platform (static / dynamic images / multimedia presentations etc.) need not reflect in full the offered service and may create an erroneous impression about it. ALBENA shall not be held liable for such discrepancies unless these are significant.

The entire contents of the website, namely the logo jointly with the figures and the text contained therein, captions and images, sketches and plans, diagrams, graphics, design, database, descriptions, methods, processes, booking software and other items of intellectual property and copyright, the contents of the General Terms and Conditions, are property of “ALBENA” AD or of third parties from whom the company has obtained their consent for reproducing them and / or has a contract to use the item of intellectual property and / or copyright. ALBENA retains all rights on the intellectual property associated in any way with the site or the services we offer. Visitors to the website may use the contents only for booking purposes. Using the contents for other purposes different from those presented in the General Terms and Conditions is deemed a violation of these General Terms and Conditions as well as a violation of the intellectual property and / or copyright.

The visitors to the website may copy, share, transfer and / or use the contents only for personal non-commercial purposes and only in those cases where this does not contradict what is foreseen in this section hereof and has been received explicitly with the written consent on the part of ALBENA or the third parties, holders of the copyright and other intellectual property rights, who have given their consent for the use of their work and other items of intellectual property.

ALBENA gives the right to owners of other sites and consumers to publish links to the website www.albena.bg only when the reference is clear and unambiguous. It is prohibited to copy texts from the website, place them in other websites without ALBENA’s written consent or without crediting the source by adding the following text: “Source: www.albena.bg”, whereas it is compulsory that the link should lead to the cited internet page.

 

24. PRIORITY CLUB ALBENA: PRIMUS INTER PARES * FIRST AMONG EQUAL

Priority Club Albena is a club program for loyal guests at Albena Resort, White Lagoon Resort and Forest Beach Resort (Primorsko) which provides exclusive discounts and benefits to its guests. The card may be in electronic or plastic format.

24.1. PRIORITY CLUB ALBENA Limited Edition

(а) Provision of membership and a card on the basis of certain categories: the Limited Edition card is issued to and received free of charge by the holders of all bookings made and paid before June 15, 2020 through our direct channels – www.albena.bg (respectively whitelagoon.bg / forestbeach.bg), the offices of Albena Tour and Flamingo Tours (direct clients), hotel managers and is valid until December 01, 2024 (5 years).

(b) Purchasing club membership and a card. The card costs a fixed amount of money and is valid 1 year. It is requested by sending a filled-in form and a payment order for executing a за извършен превод/плащане or directly through booking.albena.bg. It delivers all benefits as listed in Subsection 24.2.

24.2. The card provides:

 

24.3. Terms and Conditions for the Use of the PRIORITY CLUB ALBENA Limited Edition Card:

The PRIORITY CLUB ALBENA Limited Edition card is issued to the holder of the booking and is valid for up to two adults and 2 children. The card may not transferrable, lent or inherited. The bonuses received may not be exchanged for cash. 

(а) The card received as per the criteria set forth in Subsection 24.1 is activated and received on the day of arrival at Albena Resort, White Lagoon Resort and Forest Beach Resort Resort (Primorsko) and is valid until 2024 inclusive – 5 years. The cardholder must be among the checked-in guests for the discount to apply.

(b) The card being purchased is activated at the moment of payment and may be used for all bookings made after this point. The card validity is 1 year. The holder must be one of the guests checking in for the discount to be applicable.

24.4. Terms and Conditions to Change a Card Holder

Changes to an already issued card are permitted after paying a change fee – 20 leva. After paying the fee, the change is approved and a new card is issued. The card is issued in an electronic format; a plastic card can be issued upon request.

 

25. Corporate Discounts

These are the discounts determined by Albena AD on the basis of contractual and / or partnership relations with a legal person or another entity. The discounts are set forth in and regulated by an Albena AD internal order. The person concerned should offer proof of being an employee of the company through which this person uses the specific discount.

25.1. Corporate Discount for ALBENA shareholders

The shareholder’s discount is -10% and is due to a natural person owning at least 50 shares of the equity of ALBENA AD and registered in the book of ALBENA AD shareholders issued by Central Depository AD for the two latest consecutive general assemblies of the company. The check is carried out in-house by ALBENA AD. When booking through a direct channel of Albena (website, call center, hotel manager, the Albena Tour offices, direct sales by Flamingo Tours), the person must point out that they are a shareholder entitled to a shareholder’s discount. The discount is valid for the accommodation of 2 adults and 2 children up to 11.99 years of age. The discount is valid only if the shareholder checks in. The shareholder’s discount is valid for accommodation and board; it does not apply to additional services.

The shareholder’s discount combines consecutively with the early-bird discount.

The shareholder’s discount combines with the discount for online bookings through the Albena website

(-5%). The discount may not be combined with other offers, discounts and promotions.

The shareholder’s discount does not offer other benefits to its user.

The booking terms are in accordance with the purchased offer / package.

 

25.2. Corporate Discount for Clients of PAC Doverie

This discount equals 5% and is due to a client of PAC Doverie who holds a Doverie card as of the date of booking. The person should identify him/herself by providing a copy of the card when booking through a direct Albena channel (website, call center, hotel manager, the Albena Tour offices, direct sales by Flamingo Tours). The discount is valid for the accommodation of 2 adults and 2 children up to 11.99 years of age. The discount is valid only if the cardholder checks in. This discount is valid for accommodation and board; it does not apply to additional services.

The discount combines with the discount for online bookings through the Albena website (-5%). The discount may not be combined with the early-bird discounts, other offers, discounts and promotions.

The discount does not offer other benefits to its user.

The booking terms are in accordance with the purchased offer / package.

 

26. Modification of the General Terms and Conditions

These General Terms and Conditions may be modified unilaterally by ALBENA at any time by updating them in the internet page and by complying with the provisions of the Consumer Protection Act (CPA), the Trade Act and the Tourism Act. The updated General Terms and Conditions come into force immediately after publication on the website with respect to all future clients and guests as well as with regards to contracts closed before the modification with clients who are legal persons. The modifications of the General Terms and Conditions do not concern contracts closed remotely before the updating unless ALBENA has foreseen otherwise while complying with the legislation in force.

           

In case ALBENA wishes to make the modified General Terms and Conditions binding also for GUESTS with valid contracts (bookings) from before the updating of the terms, then the company shall notify the consumers by email within 7 days from the modification. In the event that the GUEST does not agree with the modification in the general terms and conditions, within 1 month from receiving the notification the latter may withdraw from the contract by informing ALBENA in writing and cancel their booking without specifying a reason and without owing indemnities or penalties, or to continue executing it under the general terms in force before the modification. If the GUEST fails to do so within the specified time limit, then the updated General Terms and Conditions enter into force also with respect to the GUEST after the expiration of 1 month following the notification.

 

The General Terms and Conditions come into force immediately regarding all GUESTS, without the need for additional notification, in the event that changes made in the terms are required by virtue of a regulatory act that has come into effect.

 

27. To Contact Us

The internet page of ALBENA, www.albena.bg, is operated and managed by ALBENA AD – a public joint-stock company which shares are traded on the Bulgarian Stock Exchange, established as per the laws of Bulgaria, and with address: k.k. ALBENA, Dobrich Province, Bulgaria, Administrative Building, and is registered in the Trade register.

 

Information about the Merchant:

Company: ALBENA AD

Address: 9620, ALBENA resort complex

Unified ID Code (ЕИK): 834025872

Tel.: +359 700 12 110

Email: online@albena.bg

 

28. Authorities Regulating the Activity of ALBENA

The authorities regulating the activity of ALBENA are the Commission for Consumer Protection (CCP), the Commission for Personal Data Protection (CPDP), the Ministry of Tourism, the Province Governors, the Mayor of Balchik Municipality, the Chairperson of the State Agency for Metrological and Technical Surveillance, with the following contact details:

           

Commission for Consumer Protection

- website: www.kzp.bg;

- contact tel.: 0700 111 22

- email:  info@kzp.bg

- address: Pl. Slaveykov, № 4А, floors 3, 4 and 6

 

Commission for Personal Data Protection

- website: www.cpdp.bg

- contact tel.: 02/91-53-518

- email: kzld@cpdp.bg 

- address: bul. Prof. Tsvetan Lazarov № 2, Sofia

Ministry of Tourism

- website: www.tourism.government.bg

- contact tel.: 02/9046809

- email: tourism@tourism.government.bg

- address: ul. Saborna № 1, Sofia

 

Mayor of Balchik Municipality

- website: www.balchik.bg 

- contact tel.: 0579 7 20 70

- email: mayor@balchik.bg

- address: Place “21 September” № 6, Balchik

 

 

These General Terms and Conditions are in operation from 14.01.2021.

For General Terms and Conditions in operation until 13.01.2021 please look here.