Hotel Policy
General Provisions
These rules have been developed on the basis of the applicable Bulgarian legislation.
NERО Complex guarantees the confidentiality of its guests.
The management of the Complex may discontinue the provision of services to guests who violate the rules and fail to comply with the hotel policy.
Rules for Accommodation and Stay at the Complex
- The Complex is open for you 24 hours a day, 7 days a week. Check-out is by 12:00, and check-in is after 15:00.
- Upon arrival at the Complex, guests are required to present a valid identity document.
- In the event of early termination of the stay, the amount paid is non-refundable.
- The late check-out service /after 12:00/ is charged according to the rates of the Complex and is available only subject to room availability.
- Rooms are cleaned by 16:00. If you have displayed a “Do Not Disturb” sign or declined cleaning and, after 16:00, replace it with “Please Clean” or request cleaning, your room will not be cleaned. You may contact Reception to check whether cleaning can be arranged.
- Breakfast is served in the hotel restaurant from 7:30 to 10:00.
- A fee is charged for bringing food and beverages into or taking them out of the restaurant. The fee is determined according to the type of item and the applicable price list.
- Please do not leave valuables or documents unattended. Guests are responsible for any belongings left unattended in their room or anywhere on the hotel premises.
- Items left behind by guests are kept for up to 1 month after departure.
- Please take care of the hotel property and observe the fire safety regulations. Before leaving your room, please close the windows and water taps and switch off the lights and electrical appliances. Guests shall compensate the Complex for damaged property according to a price list available at Reception 24 hours a day.
- A video surveillance system operates throughout the Complex /except in toilets, accommodation units and certain areas of the Wellness Centre/. By using the services of the Complex, you consent to video surveillance.
- Please note that parking spaces are subject to availability and cannot be reserved. The Complex is not liable for any damage caused to your vehicle within the parking area.
- You may leave reviews and recommendations in the guest book available at Reception.
- Guests who fail to observe public order and respect the policy of the Complex may be required to leave the Complex without a refund of any prepaid amounts.
To ensure order and safety within the Complex, the following are prohibited:
- Smoking in all indoor areas of NERO Complex, as well as around the swimming pool outside the designated smoking area. In the event of a violation, a fee of BGN 100 will be added to the room bill.
- The use of electrical and gas appliances in the rooms.
- Giving your room key to unauthorised persons.
- Storing materials and objects in the rooms that may endanger the health or lives of others.
- Removing or relocating furniture from the rooms.
- Violating generally accepted standards of conduct, engaging in aggressive behaviour or actions that threaten the health or property of others.
- Damaging the property of the Complex.
- Parking vehicles at the entrance or exit of the Complex, or in any manner that blocks traffic, delivery areas or spaces marked off with specialised cones.
- Staying at the Complex with pets.
Reservation and Accommodation
NERO Complex undertakes to provide in full the services requested and paid for by the customer under the reservation, in accordance with the information supplied by the customer through the reservation form regarding: customer name, period of stay, number of nights, number of adults and children, regular and extra beds, and price per night.
For direct reservations, please use our online booking portal, where you can immediately make the reservation you require according to the parameters you select.
Should you wish to use this quick and convenient booking method but have additional questions, you may contact the Reservations Department by telephone at +359 889 06600 or by e-mail at neropamporovo@gmail.com.
Cancellations and Changes to Reservations
In the event of cancellation, early departure or a change to a reservation already paid for by the customer, NERO Complex shall refund the amount paid for the unused reservation or charge a cancellation fee in accordance with the published cancellation policy:
Cancellations and changes to reservations made at standard year-round rates and packages, outside holiday periods:
- Cancellations made up to 14 days before check-in – 0% cancellation fee
- Cancellations made less than 14 days before check-in and no-shows /no show/ – a cancellation fee equal to 100% of the reservation value
- In the event of early departure, the value of the unused portion of the reservation is non-refundable.
Refunds of amounts paid for cancelled reservations will be made using the same payment method through which the payment was received. Refunds are processed within 30 days of the cancellation date.
Prices, Payment and Guaranteed Reservations
The prices displayed on the NERO Complex website are in Bulgarian leva (BGN) and include 9% VAT and tourist tax. The total amount payable by the customer for the reservation is calculated according to the number of days, the number of adults and children, and the current price offer for the respective period. NERO Complex reserves the right to change the prices and special offers on its website depending on demand and current availability. For confirmed and paid reservations, the amount due remains unchanged regardless of any newly published price offers.
Payment Methods
Payment may be made in 3 ways:
- Online by debit or credit card
- Via a physical POS terminal using a card-not-present transaction
When a customer requests to pay for a reservation by credit or debit card without using the Virtual POS Terminal service, an authorisation form will be sent together with the offer. By completing, signing and returning the authorisation form, the customer consents to the use of the card details (card number and CVC code) for the purpose of charging the amount specified in the reservation.
Seven days before the check-in date, the value of your reservation will be charged to your bank card.
For reservations for Christmas, New Year, Easter, the Spring Holiday, as well as reservations made under special offers, the reservation amount will be charged to your card immediately upon confirmation of the offer, in accordance with the terms of the offer provided.
Once the amount has been successfully charged, you will receive an invoice for the advance payment and confirmation of a guaranteed reservation.
Important:
Reservations are not accepted where the person making the reservation has entered another person’s debit/credit card in the authorisation form. If the person making the reservation cannot provide their own debit/credit card to guarantee the reservation by advance payment, the reservation may be paid by bank transfer.
For reservations where the person making the reservation is different from the person using the reservation, advance payment through a physical POS terminal using a card-not-present transaction is not accepted. In such cases, we recommend that customers pay for their stay in advance by bank transfer.
- By Bank Transfer
If you select this payment method, you will receive a pro forma invoice containing the bank account details of NERO Complex. Once the bank transfer has been made, you must send a copy of the payment order or deposit slip to neropamporovo@gmail.com, stating the offer number as the payment reference. Bank payment must be made in accordance with the published conditions for guaranteeing the reservation, so that we can receive and record the amount against your reservation.