Rules and policy of Complex "The Castle"

Dear guests, thank you for reading our rules for accommodation, stay and departure.

Reservations:

The reservation in Complex "The Castle" is considered confirmed after you have received a reservation number from us and the required deposit has been transferred. Reservations are held until 18:00, unless a later arrival is specified in advance.

Accommodation:

Guests at the Complex “The Caste” are accommodated after 14:00 on the day of arrival.

Check out:

It is desirable to have the apartments free until 12:00. Late check-out - between 12:00 and 20:00 (only after confirmation from reception), 50% of the price of the room is charged.

If you wish to extend your stay, please contact the reception. To avoid leaving queues, please arrange for your bills to be paid in advance. Hotel property is not allowed to be exported(towels, bed sheets, blankets, etc.)

Alcoholic beverage policy:

According to the Bulgarian legislation, alcohol is not offered and served to guests under 18 years of age.

Smoking Policy:

According to the Bulgarian legislation, we follow a policy of not smoking in all the interior parts of the complex, including guest rooms, public areas and corridors. Guests who do not comply with our policies may be fined. The designated smoking areas are distributed within the open area of ​​the complex.

Pets:

Pets are not allowed (dogs, cats, etc.)

Behavior:

The Complex “The Castle” applies a policy of cultural and positive behavior both by staff and by our guests. Events of offensive, indecent, and arrogant behavior can lead to the premature release of the Complex without the right to a refund.

Children under the age of 12 must be accompanied by an adult. Children should not be left unattended.

Children under the age of 12 are not allowed to use any of the hotel elevators if they are not accompanied by adults.

Running along the corridors of the hotel is absolutely forbidden.

The Complex reserves the right not to tolerate unacceptable levels of noise or behavior of guests.

Security cameras:

The Complex “The Castle” is equipped with a video surveillance system that covers the public areas. There are over 10 cameras.

Safety:

There is a safe at the reception. Its use is charged as an additional service. For more information, ask at reception. We are not responsible for any valuables and money left unsecured outside the safe, in the apartments and in the common areas.

Lost properties:

We are not responsible for lost properties, damaged or stolen personal belongings. When the items are found, the hotel is obliged to contact the guest and send the lost property at the expense of the owner. In the case of unsold and unclaimed items within 30 (thirty) days, they will be discarded.

Maid service:

We offer room cleaning every day from 8:00 to 16:00. Change of linen and towels is done every third day of your stay. If you need anything after 16:00, ask at the reception.

Claims, refunds and damages:

Any comment or complaint about the stay should be made at the Front Office or the Manager of the Complex during the stay so that the matter is resolved immediately.

The complex reserves the right to charge guests for damage caused, consciously caused or negligence.

Consequences of hotel policy violations:

In the event of a violation of the hotel policies and policies, the management may resort to a break in the reservation without being responsible for any refund or compensation. All guests, employees and tour operators are expected to adhere to this policy, and the hotel management reserves the right to expel any person or persons who have committed an offense against this policy.

Have a pleasant stay at Complex “The Caste”!