• GENERAL TERMS

These regulations have been prepared in accordance with Bulgarian legislation.

The “NERO” complex ensures the privacy of its visitors.

The complex administration may terminate the supply of services to guests who breach the regulations and do not comply with hotel policy.

• RULES FOR ACCOMMODATION AND STAY IN THE COMPLEX

• The complex is available to you 24 hours a day, seven days a week. Check-in is after 15:00 and rooms must be vacated by 12:00.
• The guest must present a personal document upon arrival into the complex.
• In case of early termination of the stay, the amount paid is not refunded.
• The late check-out service (after 12:00) is charged according to the complex’s tariffs and is available to clients only if there are available rooms in the complex.
• Rooms are cleaned until 16:00. If you have a “Do not disturb” sign up or you do not want cleaning and change the sign to “Please clean”  after 16:00 or you do not want cleaning, your room will not be cleaned. You can inquire about cleaning services at Reception.
• Breakfast is served from 07:30 to 10:00 in the hotel restaurant.
• When taking out or bringing in food and drinks from the restaurant, a fee is charged based on the type of item and the pricing list.
• Please do not leave valuables or important documents unattended. Items left unattended in the room or on the hotel premises are the responsibility of the guest.
• Items left behind by guests are maintained for up to one month following their departure.
• Please take care of the hotel’s property and follow fire safety regulations. Please close the windows, turn off the water taps, and switch off all lights and electrical appliances before leaving your room. The guest covers the value of the damaged property in the complex according to the price list, which is available at the Reception 24 hours a day.
• With the exception of the bathrooms, lodgings, and some sections of the Wellness Center, the facility is monitored by a video monitoring system. By using the complex’s services, you agree to video surveillance.
• Please take into account that parking places are subject to availability and cannot be reserved. The complex is not liable for any damage to your vehicle on the territory of the parking.
• Reviews and recommendations can be submitted in the opinion book at the reception desk.
• Guests who do not follow the general rules and the complex’s policies may be compelled to depart without a return of pre-paid payments.

• FOR THE PURPOSE OF ENSURING ORDER AND SAFETY IN THE COMPLEX, THE FOLLOWING ACTIONS ARE PROHIBITED:

• Smoking in all closed areas of the “NERO” Complex, as well as around the pool and outside the smoking area. If a violation is discovered, a fine of BGN 100 will be added to the lodging bill.
• The usage of electric and gas appliances in the rooms.
• Providing your room key to third parties.
• The storing of goods and objects that are hazardous to the health and safety of others in the rooms.
• Removing and relocating furniture from rooms.
• Violations of generally accepted standards of conduct, aggressive behavior, and activities endangering the health and property of others.
• Property damage to the facility.
• Car parking at the complex’s entrance and exit, as well as in a way that obstructs traffic and delivery routes and is restricted with specific cones.
• Staying with pets in the complex.

• RESERVATION AND ACCOMMODATION

The “NERO” complex agrees to provide the services requested and paid for by the client upon reservation in their entirety, based on the information provided by the client via the reservation form for: client’s name, period, number of nights, number of adults and children, regular and extra beds, and price per night.

Use our online reservation platform for direct reservations, allowing you to immediately make the reservation you require based on the criteria you specify.

If you wish to use this quick and easy method of reservation but have any additional questions, please contact the Reservations department at +359 889 06600 or e-mail: neropamporovo@gmail.com

• CANCELLATIONS AND RESERVATION CHANGES

In case of cancellation, early departure or change of a reservation already paid for by the client, “NERO” Complex will refund the money paid for the unused reservation or charge a penalty, in accordance with the cancellation policy:

Outside of holiday periods, cancellations and changes to reservations at typical year-round rates and packages:

• Cancellations up to 14 days before arrival – 0% penalty.
• Cancellations within 14 days of arrival and in the event of no-shows – a penalty of 100% of the reservation value.
• In the event of early departure, the unused portion of the reservation amount is not refunded.

Refunds for canceled reservations will be processed in the same manner in which the payment was received. Refunds are provided within 30 days of cancellation.

• PRICES, PAYMENT, GUARANTEED RESERVATIONS

Prices on the NERO Complex website are in Bulgarian leva (BGN), and include 9% VAT and tourist tax. The total cost payable for the reservation by the client is calculated based on the number of days, the number of adults and children, and the current price offer for the relevant period.

The “NERO” Complex retains the right to adjust the rates and special offers on its website based on demand and existing vacancies. The amount payable for confirmed and paid reservations remains unchanged regardless of the new price offers presented.

• PAYMENT METHODS

Payment can be made in 3 ways:

1. Electronically with a debit or credit card
2. By using a physical POS terminal and without the presence of a card

When a client requests to pay for a reservation with a credit or debit card rather than using the Virtual POS Terminal service, a permission form will be provided to the client along with the offer. By completing, signing, and submitting the authorization form, the client grants their permission to use the card details (number, CVC code) to withdraw the amount specified in the reservation.

Your bank card will be charged the amount of your reservation seven days prior to the check-in date.

For reservations for Christmas, New Year’s, Easter, Spring Break, and special offers, the amount of the reservation will be deducted from your card immediately upon confirmation of the offer, subject to the terms of the presented offer.

After successfully withdrawing the amount, you will receive an invoice for the advance payment, as well as confirmation of a guaranteed reservation.

Important:

Reservations will not be approved if the person making the reservation specifies a foreign debit/credit card on the authorization form. If the client is unable to give their own debit/credit card to secure their pre-paid reservation, they may pay via bank transfer.

Advance payment with a physical POS terminal without the presence of the card is not permitted for reservations where the person making the reservation is different from the reservation user. In these instances, we recommend clients to pay for their stay in advance via bank transfer.

1. Via bank transfer

If you select this method of payment, you will receive a proforma invoice containing the NERO Complex bank account information. Following the bank transfer, a copy of the payment order or import note must be sent to e-mail: neropamporovo@gmail.com, with the offer number as the basis for payment. Payment by bank transfer is possible in accordance with the specified terms for ensuring the reservation, so that we can receive and reflect the amount in your reservation.