Terms and conditions

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GENERAL TERMS AND CONDITIONS 

For online reservations for hotel services on the hotel website https://hotelgallery37.com/ 

1. SUBJECT 

1.1 DIG INVEST Ltd. with VAT 203819524 is a registered trade company with address “Todor Samodumov” 3 str. Plovdiv, 4000, Bulgaria, managing company and owner of Hotel Gallery 37 Powered by ASTON, herein called the HOTEL. Contact details for questions regarding the online reservations: 

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  • Tel. +359 32 312 000 ; +359 877 37 00 37 

  • e-mail: reservations@hotelgallery37.com 

1.2 A Customer is any person or entity, using the HOTEL’s services, including its website for creating an online reservations via https://hotelgallery37.com. 

1.3 These General terms and conditions govern the contract between the HOTEL and Customer booking through hotel’s website https://hotelgallery37.com, herein called ‘website’. 

1.4 Hotel Gallery 37 powered by ASTON provides on its website https://hotelgallery37.com an online booking engine through which the HOTEL sells rooms and suites for accommodation. 

1.5 The published information about the available rooms and suites on the website is the offer of the HOTEL and agreeing to the booking terms and conditions means acceptance of the offer. The same is valid for individual or group reservations made on the property or through the phone. 

1.6 By checking the box for accepting the Terms & Conditions, the Customer fully accepts and undertakes to comply with the BOOKING AND PAYMENT TERMS AND CONDITIONS. 

1.7 The Confirmation Letter which is sent to the guest via e-mail, viber or whatsapp after the reservation completion is the contract between the HOTEL and the Customer. 

2. RESERVATIONS: 

2.1. By placing a booking with us (Hotel Gallery 37 Powered by ASTON), called the Hotel herein) you (the lead guest) and your booking party (guests) agree to the our Terms & Conditions and Hotel Rules. During your stay you agree to abide by the subsequent rules. If you have any questions about booking with us, please contact us before making a booking. To place a booking with us the lead guest must be at least 18 years of age. The maximum number of staying guests per room is illustrated in the room occupancy details on the website or informed by the hotel employee when making the reservation at the hotel on the front desk or reserved through the phone. Only the lead guest and the named booking party, when registered, may use the accommodation facilities of the property, any non-registered visitors are only allowed access to the rooms and suites at our express permission. 

2.2. Rooms and Suites  reservations process: via the “Book Now” tab and buttons on the web page of the HOTEL you will be directed to the online booking form where you need to fill in the following data: period, number of overnights, number of rooms, number of adults, number of children and their age. After all data has been filled in, all possible booking options will be displayed – room types, types of offers and their respective prices. After selecting an offer, you need to enter your personal data for your booking to be completed: name, surname, e-mail address, phone number, country. If the credit card payment method is selected, you will need to enter credit card number, credit card expiration date, name as spelled on the credit card, as well as Card Security Code (CVV2 / CVC). Please check your booking details displayed in the field on the right, read the terms and, if you are willing to make your booking in compliance with the details and conditions specified in the offer, please check “By selecting to complete this booking, I acknowledge that I have read and accept the Rules & Restrictions, Terms and Conditions and Privacy Terms” and press “Complete reservation”. To confirm their reservation, the guest must have provided all the needed to reserve a room. The process in making the reservations at the hotel property on the front desk or through the phone is similar as there, depending on the guests preference, he is obliged to either provide a physical credit or debit card, to give out the credit or debit cards number over the phone along with the expiration date and the security code (CVV2 / CVC), or to do a bank transfer to confirm their reservation. 

3. PRICES AND PAYMENT 

3.1. The HOTEL shall provide for the services as requested and paid for by the customer’s online reservation in accordance with the provided in the reservation form data: guest name, period, number of overnights, number of adults and children, regular and extra beds, services included in the price, accommodation price per night. Guests aged 12 plus shall be charged the same price as adults. The data in the fields “Special Requests” and “Additional Comments” in the reservation form are not binding for the HOTEL as well any special requirements of the customer filled in these fields, and they shall be satisfied depending on availability. 

3.2. The prices on the Internet page of the HOTEL, reservations made at the property on the front desk or reservations made through the phone are displayed and/or said in the currency selected by the customer and shall be charged at their Bulgarian currency (BGN) equivalent at the rate of International Asset Bank of the day with included 9% VAT, tourist tax and hotel insurance. The total amount due by the customer for the reservation shall be calculated automatically depending on the number of days, the number of adults and children (according to their age) and the valid price offer applicable for the respective period. Bookings made and paid via the online reservation portal, at the hotel property on the front desk or through the phone are secured by the respective down payment according to the offer. Please be advised that the reservations shall not be guaranteed if no down payment was made in compliance with the terms under the offer or if the guests have not provided us with a credit or debit card and the guests shall not be accommodated accordingly. A booking can be confirmed only after receipt of the deposit or with a provided credit or debit card, and in case it is not prepaid within the specified terms, the reservation is non-guaranteed and can be cancelled by the HOTEL at any time and without prior notice. The HOTEL reserves the right to change the prices and the special deals on its Internet page without prior notice. New prices shall not apply to reservation which have already been made, confirmed and paid and the due amount shall not be changed regardless of the new price offers. 

3.3. The payment shall be made electronically via debit or credit card through a POS terminal (virtual or physical), via bank transfer, or with a cash payment at front desk – whichever option(s) is/are available to you at time of booking. When a credit card method of payment is available, the accepted cards are V PAY, Visa Electron, Mastercard, Maestro and Diners Club International. This method of payment allows you to select all the details of your reservation and to control the payment process in the online reservation portal on the Internet page of the HOTEL. After you have selected all details for your reservation, and have chosen Card payment, you can enter your card details in the fields provided. The payment interface is supported by Simplebooking.it , and guarantees full protection of the customer’s data entered there. On this interface the customer needs to enter the information of his card – name as spelled on the card, type of card, number, expiration date and CVV2/СVС2 code. The HOTEL will charge your card for 100% of the amount, specified in the reservation details at time of booking. For cards requesting additional 3-D authentication registered in the authentication systems Verified by VISA or MasterCard SecureCode, we may not be able to charge your card – in this case we may ask you for an alternative method of payment. In reservations made at the hotel property on the front desk or through the phone, the provided information by the guest is being processed by the employee of the HOTEL and the hotel has the right to decide on how to process the payment depending on the policy of deposits/payments, guaranteeing and cancellation of the reservations. 

3.4. If no other conditions are specified in your offer or reservation, the following general Deposit and Payment policies apply: 

Deposit / Payment policy for all reservations, including when a booking does not have an explicit payment policy: 100% to be paid at time of booking. 

IMPORTANT! 

Should you have difficulties during the reservation or payment via the online reservation portal of the HOTEL please contact our team at T: +35932312000, Viber: +359 877370037, Whatsapp: +359 877370037 or address your questions to e-mail: reservations@hotelgallery37.com. 

  

4. CANCELLING AND CHANGING RESERVATIONS 

4.1. For changing, cancelling, no-show or early departure of an already paid or guaranteed reservation by provided credit or debit card details, made at the hotel property at the front desk or through the phone, DIG INVEST Ltd. shall retain the respective penalty amount stipulated under the conditions of the offer. Where the person making the booking is different to the lead guest taking up the occupation, the person making the booking may be held responsible for cancellation, non-arrival and damages as set-out within. 

4.2. For force majeure circumstances which require a cancellation or change of the reservation the submission of evidences and papers will be required. In any such case the HOTEL reserves their right to use their own discretion as to the refund of the amounts paid. The refund of the paid amounts shall be made by DIG INVEST Ltd. via a transaction to the card or bank transfer used for the payment for the reservation. Refund shall be done in a 30-days period as from the date of the cancellation. 

4.3. Changes and Cancellation policies: 

Changes and Cancellations are applied as per the ones set out in the rate details. If there is a free cancellation period up to a specified number of days prior to arrival or exact date – any prepaid deposits or blocked/charged payments due to provided credit or debit card details for the booking will be refunded. Changes or cancellations after that term: 100% cancellation fee (if not specified otherwise in the reservation details). No refunds for no shows (non-arrival) or early checkouts. 

If no Changes and Cancellations conditions are specified in your offer or reservation, the following general policies apply: changes or cancellations after payment or by provided credit or debit card details to guarantee the reservation: 100% cancellation fee (no refunds of prepaid deposits). No refunds for no shows (non-arrival) or early checkouts. 

4.4. Refunds: deposits or blocked/charged payments from a credit or debit card are only refundable under the conditions set-out in the policies of the offer or rate. If no such policy is set for your offer, the deposit is non-refundable. 

4.5. Our Right To Cancellation 

In the rare event we need to cancel your booking with us, please be aware that we cannot be held liable for circumstances beyond our control and that our liability to you is limited to the refund of any payment already made. 

All guests agree to respect the privacy and peace of all other staying guests, neighbors and the owners at all times. We reserve the right to cancel a booking with immediate effect without compensation, refund or reimbursement if guests are not honoring our Terms & Conditions and/or Hotel Rules, or causing a disturbance / nuisance to other guests, neighbors or the owners. 

5. RIGHTS AND OBLIGATIONS OF THE PARTIES: 

5.1. The HOTEL shall provide for services paid by the Customer as per the standard for “five stars” HOTEL RESIDENCE category. 

5.2. The HOTEL has the right to refuse an accepted reservation without any liability whatsoever if the Customer fails to pay the full amount or if they do no provide us with a credit or debit card to guarantee the reservation in the agreed deadlines. 

5.3. The Customer shall: 

5.3.1. pay in the agreed deadlines the price of the reservation made by him/her; 

5.3.2. observe Bulgarian laws in force and the Hotel Internal Rules and Regulations. 

6. LIABILITIES OF THE PARTIES: 

6.1. The HOTEL shall not be held liable before the Customer for any force majeure circumstances such as: diseases, epidemics, natural disasters, strikes, military actions in the R.Bulgaria as well as abroad which threaten the security of people and restrict their free movement, government acts, outage of water, power or other external supplies upon which the Hotel has no control whatsoever as well as for any other unforeseen or irresistible event of extraordinary nature which has arisen after the reservation was made and which cannot be avoided by the Hotel and their contractors acting in good will. 

6.2. The HOTEL shall be held responsible only for events which have occurred on its territory and shall not be held liable before the Customer for any food or beverages consumed by the Customer outside the areas reserved by the Hotel or for any actions outside the Hotel if they are different from the commonly accepted on the territory of the Hotel. 

6.3. The HOTEL shall not be held liable with regard to any claims which have not been reported by the Customer during the stay in the HOTEL and have not been confirmed by the medical team which services the HOTEL or which have not been proven without any doubt to be relating directly to any faulty action or inaction of any HOTEL’s staff. 

6.4. The HOTEL may seek liability from the Customer for any event which may prejudice the personal dignity of any HOTEL staff and/or the HOTEL’s reputation or property. 

6.5. The HOTEL shall not be held responsible and shall not be liable for any compensation or damages in the event that the Customer has been refused services or has been forcibly removed from the HOTEL due to inappropriate behavior and/or non-observance of the Hotel Internal Rules&Regulations. In any such case a protocol shall be made and signed by witnessing staff members or other tourists. 

6.6. The HOTEL shall not be held liable for services which have been selected, organized and paid individually by the Customer during their stay in the HOTEL. 

6.7. The HOTEL shall not be held liable for damages or harm caused to the Customer during their stay by third persons’ unlawful behavior including theft of Customer’s personal property or baggage. In any such case the HOTEL shall assist the Customer in dealing with the formalities relating to the reporting and filing of the event provided that no prejudice is done to the regular tourist holidays of the other hotel guests. 

6.8. The HOTEL shall not be held liable and shall not compensate the Customer in the event the Customer has decided not to use any services or for any reasons whatsoever has deviated, has not showed up or was late and for this reason has missed to received a service. 

6.9. The “free parking” option is outdoor and shall be available until all parking spaces are occupied. 

7. LITIGATIONS AND CLAIMS: 

7.1. All controversies relating to the provision of services arising from the reservation shall be settled by mutual understanding by the parties. Should the parties fail to reach agreement the controversy shall be brought before the competent Bulgarian court. 

7.2. Should a Customer have claims during their stay relating to the non-performance or inaccurate performance of the provided standard services and this has been established as a fact the Customer shall submit their claims before the Hotel without delay and in writing and shall require a document to certify that the claim has been filed so that steps are taken without delay for the satisfaction of all parties concerned. 

8. PERSONAL DATA 

8.1. DIG INVEST Ltd. is a personal data administrator as per the provisions of the Law for Protection of Personal Data. When you provide us with your personal data this is made in compliance with the provisions of the Tourism Act and the relating legal acts.  Your personal data shall be used only for purposes stipulated in those acts. You have the right to access your personal data at the company’s address: Todor Samodumov 3 Str., Plovdiv 4000, Bulgaria, for contact: Reservation department, reservations@hotelgallery37.com. and phone number: +359 32312000 ; +359 877370037. 

8.2. The personal data provided by you are processed and stored electronically and on paper. Your personal data is duly protected by reliable and safe means and ways. DIG INVEST Ltd. does not change and/or disclose personal data for their customers and does not provide personal data to any third parties unless when required by the DIG INVESTLtd. is not processing personal data for direct marketing purposes unless upon the express prior consent of the person. Please visit our Privacy Policy page for full information. 

8.3. You accept that any entries you make to an on-site or online guest book, reviews or comments area, if available, will not contain personal information or details you would not want disclosed. Any entries containing personal details that may fall into the GDPR may be removed and destroyed. 

9. HOTEL RULES 

For the safety and convenience of our guests, the following rules and policies apply at Hotel Gallery 37 Powered by ASTON with an address “Todor Samodumov” 3 str, city Plovdiv. If you have any questions or comments about these rules, please contact us at +35932312000 ; +359 877370037  or info@hotelgallery37.com ; office@hotelgallery37.com before making a reservation. 

9.1. Check-in & Check-out: All guests must be registered and it is necessary to present an ID card, passport or temporary residence card at check-in. 

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  • Check-in is after 14:00. 

  • Check-out is by 12:00 noon on day of departure. 

Early check-in or Late check–out is possible in case of availability and after confirmation by the hotel, and is at an additional charge according to the price list. Please inform the Reservation team if you wish to check in before 14:00. and the Reception if you want to reserve your room after 12:00 noon. 

Per request: our loyal customers may enjoy the option for a free of charge early check-in after 10:00 and free of charge late check-out until 18:00 (confirmation by the hotel required). 

9.2. Smoking: as per the Bulgarian laws, smoking of any tobacco products including, but not limited to cigarettes, pipes, e-cigarettes, e-liquids, cigars, snuff or chewing tobacco, is not allowed at any indoor places of the hotel, including the guest rooms, hallways, restaurants and bars, or any other public indoor area. Smoking is only allowed in designated areas. 

9.3. Pets: Pets are allowed – dogs in the rooms and in the common areas, only after the reception has approved it and the specified fee has been paid. 

9.4. Parking: we provide a free of charge for hotel guests on-site outdoor parking spaces, with limited capacity. Guests accept that they park their vehicles at their own risk.  

9.5. Safe Deposit Boxes are provided free of charge in all rooms and suites. Please use the safe deposit boxes to store all valuables and important personal belongings. The HOTEL is not responsible for any loss, damage or theft of cash, jewelry or other valuables left in guest rooms (outside the safe deposit box) or public areas. 

9.6. Housekeeping and “Do Not Disturb” Policy: for the safety and privacy of our staff and guests, no occupied rooms will be serviced while guests are presented, unless specifically requested by the guest(s). Please inform the Reception Desk if you would like to schedule the service at a particular time and we will do our best to adhere to your desired time. All rooms are equipped with a digital “Do Not Disturb” touch screen. When the “Do Not Disturb” sign is shown on the screen and visible to us, the staff members will be alerted not to knock or enter the room for any reason, and your room will not be serviced. 

9.7. Wi-Fi Fair & Appropriate Usage Policy: we provide free of charge Wi-Fi in the rooms and public areas of the HOTEL. Guests accept to use this access to the Internet fairly and appropriately. The Internet access provided is intended for general use such as access to the world wide web, email, messaging, social media, light video / music / media streaming. It is not intended or ideally suited for heavy media streaming, online gaming, extensive downloads / uploads. Access to illegal activity or use of our network for illegal activity is prohibited and will be reported to local authorities. 

9.8. Payment of additional services, used during your stay: if you would like to be able to post charges to your room for services used in the hotel during your stay, a credit/debit card will be requested upon check-in, as a guarantee for services used in the hotel. Deposit amount – BGN 50.00 per room, per day. The payment of additional services is due upon check-out or upon request by the Reception during your stay and can be made in cash or by credit/debit card accepted by the hotel (VISA, MasterCard, Maestro). 

9.9. Safety, Prohibitions and Security: 

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  • Surveillance: Public areas are under video surveillance for the safety of our guests. 

  • It is strictly forbidden to carry flammable items, explosives, weapons, toxics, drugs, durians, and pets or solicit prostitutes in the HOTEL. 

  • Gambling or other acts that are contrary to good morals or that cause an annoyance are not welcome. 

  • We follow a No-Party policy in our guest rooms and suites and unacceptable levels of noise or inappropriate behavior are not allowed in the HOTEL. Not abiding to this policy may result in the termination of the guests’ stay without any compensation or refund for the remainder of the stay. 

9.10. Accessibility: The HOTEL does not have na elevator, however certain hotel areas are handicap accesable. The reception, the lobby area and one hotel room is handicap accessable. It is the hotels duty to help with all luggage to all floors free of charge. 

9.11. Damages & Lost Property: we reserve the right to charge the lead guest for any damages caused during your stay by any member of the booking party. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Any accidental damages should be reported as soon as possible in order to minimize damage and associated costs. Lost access cards will incur a replacement charge per card lost. 

Any lost property, if discovered and found, left behind by guests during a stay will be held for a period of 1 month. While we will make our best efforts to reunite lost property with their owners, we accept no responsibility in replacing lost items and encourage guests to ensure they have all their belonging before checking-out. We may offer to post lost items via reputable delivery service at the cost of the guest. 

10. CORONAVIRUS GUIDANCE & RESTRICTIONS 

We observe all regulations in regards to the Coronavirus pandemic. As these rules may change often, please abide all instructions, given by hotel staff while in the HOTEL. It is the responsibility of each guest to acquire up to date information from the respective authorities on the requirements to travel to and stay in Bulgaria. 

The HOTEL reserves the right to unilaterally change the present General terms, Payment and Cancellation terms, Hotel Rules, the structure and the content of their website and to terminate the access to it at any time without any obligation to give prior notice to the Customer.