General Terms and Conditions

General terms and conditions for accommodation and stays at SPA Hotel Elbrus

These general terms and conditions govern the relationship between SPA Hotel Elbrus and its guests in connection with the services provided.

1. Booking conditions

1.1. You can make a reservation at SPA Hotel Elbrus in one of the following ways:

• using the booking form on the website www.hotelelbrus.com
• by email: manager@hotelelbrus.com 
•                     reservation@hotelelbrus.com
• by telephone: 0886 101 229, 0885 539 324
• in person at the hotel

1.2. You will receive details of your reservation at the email address or telephone number you provide. These will specify the type and number of rooms booked, the arrival and departure dates, the number of adults and children stated in your request and the amount payable.

1.3. At the hotelier’s discretion, a deposit equal to the first night’s rate for each room may be required in advance of arrival for dates that are not designated as package or holiday periods. Payment must be made within no more than 3 (three) days after the hotelier confirms the reservation, unless another deadline is agreed. The remaining balance is payable at the hotel.

1.4. For package and group bookings and holiday offers, the hotelier may, at their discretion, require a guarantee deposit of 100 (one hundred) % of the booking amount, payable in advance of arrival. Payment must be made within no more than 3 (three) days after the hotelier confirms the reservation, unless another deadline is agreed.

1.5. Once the advance payment has been received, your reservation is valid and considered finally confirmed.

1.6. If payment is not made within the specified period, the hotel reserves the right to cancel the reservation.

1.7. By making a reservation at SPA Hotel Elbrus, the guest is deemed to have read and agreed to these general terms and conditions.

2. Cancellation conditions

2.1. You can cancel your reservation in one of the following ways:

• by email: reservation@hotelelbrus.com
• by telephone: 0886 101 229, 0885 539 324 or 0359 5 32 39

2.2. Cancelling a confirmed reservation 3 (three) or more days before the arrival date incurs no penalty. This does not apply to package or group bookings or holiday offers.

2.3. If a confirmed reservation is cancelled less than 3 (three) days before arrival, or in the event of a no-show on the arrival date, the penalty is the first night’s rate for each booked room, paid as a deposit. This does not apply to package or group bookings or holiday offers.

2.4. If a confirmed package booking is cancelled less than 10 (ten) days before arrival, or in the event of a no-show on the arrival date, the advance payment for the reservation will not be refunded and the reservation is considered cancelled.

2.5. If a confirmed group booking or holiday offer is cancelled less than 20 (twenty) days before arrival, or in the event of a no-show on the arrival date, the advance payment for the reservation will not be refunded and the reservation is considered cancelled.

2.6. SPA Hotel Elbrus reserves the right to cancel a confirmed and paid reservation in the event of force majeure or other circumstances beyond the hotelier’s control. In such cases, the hotelier will offer accommodation for another period under the same terms and at the same prices.

2.7. No refunds are given in the event of early departure.

3. Accommodation conditions

3.1. Check-in and check-out times:

Check-in: after 15:00

Check-out: by 12:00

An additional charge applies to late check-out as follows:

• for check-out by 18:00, a charge of 50 % of the nightly room rate is payable.
• for check-out after 18:00, a charge of 100 % of the nightly room rate is payable.

3.2. If you leave the hotel earlier than the period stated in your reservation, the amount paid in advance will not be refunded.

3.3. Reservations are held until 24:00 on the scheduled arrival date.

3.4. Children up to 6 years of age stay free of charge.

3.5. Children aged 6 to 12 are accommodated at the children’s rates published on the hotel’s official website.

3.6. Children over 12 are accommodated under the terms and rates applicable to adults.

3.7. Weekend stays are subject to a minimum of 2 (two) nights.

3.8. Pets are not permitted in the hotel.

3.9. Guests must present identity documents when checking in. The data you provide is protected in accordance with personal data protection legislation and the regulations governing information security, and is processed solely to meet the requirements of the Tourism Act. This information will be used only in connection with the reservations made and will not be provided for other purposes.

3.10. The aqua park at SPA Hotel Elbrus is reserved for guests of SPA Hotel Elbrus and Hotel Aura. Non-residents are admitted only subject to availability and with an advance reservation by telephone.

4. Payment methods

4.1. In cash at the hotel on the day of arrival.

4.2. By debit or credit card at the hotel on the day of arrival.

4.3. By bank transfer before arrival, to the following bank account:

United Bulgarian Bank – UBB
IBAN: BG65UBBS81551060417319
BIC:  UBBSBGSF

4.4. Card payment through a virtual POS terminal:

Payment can be made with Visa or Mastercard debit, credit and business cards. Debit and credit card transactions are processed using the Mastercard Identity Check and VISA Secure security programmes through DSK Bank’s e-commerce platform.

For security reasons, the maximum card payment amount is BGN 5,000.
We do not store details of bank cards used for payments through the website.

5. Rights and obligations of the parties

5.1. SPA Hotel Elbrus undertakes to provide guests with the services they have requested and paid for.

5.2. Amounts paid for services that remain wholly or partly unused due to the fault of hotel guests are not refundable.

5.3. The cost of additional services is not automatically included in the final price and must be paid separately.

5.4. SPA Hotel Elbrus is a non-smoking property. National legislation prohibits smoking in public places. In the event of a breach, the hotel reserves the right to impose a charge of BGN 100 (one hundred) without prior notice.

5.5. Hotel guests are responsible for observing generally accepted standards of good behaviour during their stay. All costs arising from damage to hotel property must be paid by the persons responsible.

5.6. Bringing in or taking out food and drinks during breakfast, lunch or dinner is not permitted.

6. Storage of valuables

SPA Hotel Elbrus provides a safe at reception. Its use is charged as an additional service. The hotel accepts no responsibility for valuables or money left outside the safe, whether in guest rooms or in the hotel’s common areas.

7. Lost property

SPA Hotel Elbrus accepts no responsibility for lost, damaged or stolen personal belongings. Found items are kept at reception for 10 (ten) calendar days. If they are not claimed within this period, the hotel reserves the right to dispose of them or donate them to a charitable organisation.