GENERAL TERMS

For online reservation of hotel services at TRPICS HOTEL on the hotel's website

1. GENERAL INFORMATION

1.1 Red Berry EOOD with EIK 201385978 is a registered commercial company with an address in the city of Burgas, 78 Ferdinandova St., a management company and referred to here as HOTEL. Contact details for questions about online bookings:

Tel. + 359 879 413 513

e-mail: [email protected]

1.2 The Customer is any natural or legal person using the services of the HOTEL, including its site for creating online reservations through https://tropics-hotel.hotelrunner.com

1.3 These General Terms and Conditions govern the contract between the HOTEL and the Customer who makes a reservation through the hotel's website https://tropics-hotel.hotelrunner.com, referred to herein as the "website".

1.4 Tropics Hotel provides on its website https://tropics-hotel.hotelrunner.com an online reservation system through which the HOTEL provides the possibility to reserve rooms and apartments for placement.

1.5 The published information about available rooms and apartments on the site is the HOTEL's offer and acceptance of the booking conditions means acceptance of the offer.

1.6 By ticking the box to accept the General Terms and Conditions, the Customer fully accepts and undertakes to comply with the RESERVATION AND PAYMENT TERMS.

1.7 The confirmation letter that is sent after the reservation is completed is the contract between the HOTEL and the Client.

1. RESERVATIONS:

2.1 By making a reservation with us (Tropics Hotel, referred to herein as Hotel), you (the lead guest) and the booking party (guests) agree to our Hotel Terms and Conditions and Rules. During your stay, you agree to abide by the following rules. If you have any questions about booking with us, please contact us before booking. To book with us, the lead guest must be at least 18 years of age. The maximum number of guests per room is illustrated in the room occupancy data on the site. Only the lead guest and named booking party when registered may use the property's establishment facilities, all non-registered visitors may access the rooms and suites only with our express permission.

2.2 The process of booking rooms and apartments: through the "Book Now" tab and the buttons on the HOTEL web page will be redirected to an online format for reservation, where you must fill in the following data: period, number of nights, number of rooms, number of adults, number of children and their age (0-13 years). Once all the data is filled in, all possible booking options will be displayed – room types, types of offers and their corresponding prices. After choosing an offer, you must enter your personal data to complete the reservation: first name, last name, email address, phone number, country. If the credit card payment method is selected, you will need to enter the credit card number, credit card expiration date, name as it appears on the credit card, and the card security code (CVV2 / CVC). Please check your booking details shown in the box to the right, read the terms and conditions and, if you wish to make your booking in accordance with the details and terms set out in the offer, please tick 'By choosing to complete this booking, I confirm that I have read and accept the Terms and Conditions, Terms and Conditions and Privacy Terms' and press 'Complete Booking'. Your reservation is now valid and you will receive a confirmation at the email address you entered for contact. In order to confirm the reservation, the Customer must pay the amounts due as specified in the reservation conditions.

1. PRICES AND PAYMENT

3.1 The HOTEL provides the services upon request and payment of the online reservation to the client in accordance with the data provided in the reservation form: guest name, period, number of nights, number of adults and children up to 13 years old, regular and extra beds, services included in the price, price per night. Guests over the age of 13 are charged the same price as adults. The data in the "Special Requests" and "Additional Comments" fields in the reservation form are not binding on the HOTEL, as well as any special customer requirements filled in these fields, and are satisfied subject to availability.

3.2 The prices on the website of the HOTEL are displayed in the currency chosen by the customer and are charged in their Bulgarian currency equivalent (lev) at the Unicredit Bulbank exchange rate for the day including 9% VAT, tourist tax and hotel insurance. The total amount payable by the customer for the reservation is automatically calculated depending on the number of days, the number of adults and children (according to their age) and the valid price offer applicable for the relevant period. Reservations made and paid for through the online reservation portal are secured with the corresponding advance payment according to the offer. Please note that reservations are not guaranteed if advance payment is not made in accordance with the terms of the offer and guests will not be accommodated accordingly. A reservation can only be confirmed after receipt of the deposit, and in the event that it is not prepaid within the specified time, the reservation is not guaranteed and may be canceled by the HOTEL at any time and without notice. The HOTEL reserves the right to change prices and special offers on its website without notice. The new prices do not apply to reservations already made, confirmed and paid for, and the amount due does not change regardless of the new price offers.

3.3 Payment is made electronically by debit or credit card via a virtual POS terminal, by bank transfer or via PayPal - depending on which option(s) is/are available to you at the time of booking. When a credit card payment method is available, accepted cards are V PAY, Visa Electron, Mastercard, Maestro and Diners Club International. This payment method allows you to choose all the details of your reservation and control the payment process in the online reservation portal on the HOTEL's website. Once you have selected all your booking details and selected card payment, you can enter your card details in the fields provided. The payment interface is maintained by HotelRunner, Inc. and guarantees full protection of the customer's data entered there. In this interface, the customer must enter their card information – name as written on the card, card type, number, validity period and CVV2/СVС2 code. The HOTEL will charge your card with 100% of the amount specified in the booking details at the time of booking. For cards requiring additional 3-D authentication registered with the Verified by VISA or MasterCard SecureCode authentication systems, we may not be able to charge your card - in which case we may ask you for an alternative payment method.

3.4 Unless otherwise specified in your offer or booking, the following general deposit and payment rules apply:

Deposit/Payment Policy for all bookings, including where the booking has no express payment policy: 100% payable on booking.

IMPORTANT!

If you have any difficulties during the reservation or payment through the HOTEL's online reservation portal, please contact our team at T: +359 879 413 513 or send your questions to e-mail: s[email protected]

1. CANCELLATION AND CHANGE OF RESERVATIONS

4.1 For changes, cancellations, no-shows or premature departures of an already paid online reservation, Red Berry Ltd. retains the corresponding amount of the penalty stipulated in the terms of the offer. Where the person making the reservation is different from the main guest occupying the position, the person making the reservation may be liable for cancellations, no-shows and damages as stated therein.

4.2 In the case of force majeure circumstances, which require the cancellation or change of the reservation, the presentation of evidence and documents will be required. In any such case, the HOTEL reserves the right to use its discretion regarding the refund of the amounts paid. Refunds are made by Red Berry Ltd via a transaction to the card used to pay for the booking. Refunds are made within 30 days from the date of cancellation.

4.3 Unless otherwise specified in your offer or booking, the following general change and cancellation policies apply:

Cancellation and No-Show Policy for non-refundable rates, last-minute bookings made 6 days or less prior to arrival, or where a booking does not have an express cancellation and no-show policy: Changes or cancellations after payment: 100% charge for cancellation (no refund of prepaid deposits). There are no refunds for no-shows (no-shows) or early departures.

Flexible Rate Cancellation and No-Show Policy: Free cancellation is possible up to 10 days prior to arrival. For 9 or less days prior to arrival, no-show or early departure, the deposit is non-refundable. Changes are possible only after confirmation by the hotel.

4.4 Refunds: Deposits are refunded only under the conditions specified in the rules of the offer or tariff. If no such policy is set for your offer, the deposit is non-refundable.

4.5 Our right of cancellation

In the rare event that we have to cancel your booking with us, please note that we cannot be held responsible 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 tranquility of all other guests, neighbors and owners at all times. We reserve the right to cancel a booking with immediate effect without compensation, refund or refund if guests do not comply with our Terms and Conditions and/or Hotel Rules, or cause disturbance / inconvenience to other guests, neighbors or owners.

1. RIGHTS AND OBLIGATIONS OF THE PARTIES:

5.1 The HOTEL provides services paid for by the Client according to the "four star" category standard.

5.2 The HOTEL has the right to refuse an accepted reservation without any liability, if the Client does not pay the full amount within the agreed terms.

5.3 The customer shall:

5.3.1 to pay within the agreed terms the price of the reservation made by him;

5.3.2 to comply with the current Bulgarian laws and the internal rules of the hotel.

1. RESPONSIBILITIES OF THE PARTIES:

6.1 The HOTEL is not responsible to the Client for force majeure circumstances such as: diseases, epidemics, natural disasters, strikes, military actions in the Republic of Bulgaria, as well as abroad, which threaten the security of people and limit their free movement, government actions, interruption of water, electricity or other external supplies over which the hotel has no control, as well as for any other unforeseen or insurmountable event of an extraordinary nature that occurs after a reservation has been made and which cannot be avoided by the hotel and its contractors acting in good faith.

6.2 The HOTEL is only responsible for events that occurred on its territory and is not responsible to the Client for food or drinks consumed by the Client outside the areas reserved by the Hotel or for any actions outside the hotel, if they are different from those generally accepted on the territory of the hotel.

6.3 The HOTEL is not responsible for claims that have not been reported by the Client during the stay at the HOTEL and have not been confirmed by the medical team serving the HOTEL or that have not been proven beyond doubt to be directly related to any improper action or inaction of the HOTEL staff.

6.4 The HOTEL may demand responsibility from the Client for any event that may harm the personal dignity of the HOTEL staff and/or the reputation or property of the HOTEL.

6.5 The HOTEL is not responsible and shall not be liable for any compensation or damages in the event that the Customer is denied services or forcibly removed from the HOTEL due to inappropriate behavior and/or non-compliance with the hotel's internal rules and regulations. In each such case, a protocol is drawn up and signed by witnesses of employees or other tourists.

6.6 The HOTEL is not responsible for services that have been selected, organized and paid for individually by the Client during his stay at the HOTEL.

6.7 The HOTEL is not responsible for any damage or harm caused to the Customer during his stay by the wrongful conduct of third parties, including theft of the Customer's personal property or luggage. In any such case, the HOTEL will assist the Client in dealing with the formalities related to the reporting and registration of the event, provided that the regular tourist holidays of the other hotel guests are not affected.

6.8 The HOTEL is not responsible and will not compensate the Client in the event that the Client decides not to use services or for any reason deviates, does not show up or is late and therefore misses out on receiving a service.

1. LITIGATION AND CLAIMS:

7.1 All disputes related to the provision of services arising from the reservation shall be resolved by mutual agreement between the parties. If the parties do not reach an agreement, the dispute is referred to the competent Bulgarian court.

7.2 If the Client has claims during his stay related to non-performance or inaccurate performance of the provided standard services and this is established as a fact, the Customer shall submit his claims to the hotel immediately and in writing and request a document certifying that the claim has been made, so that immediate steps be taken to satisfy all parties concerned.

1. PERSONAL DATA

8.1 Red Berry Ltd. is the controller of personal data according to the provisions of the Personal Data Protection Act. When carried out in accordance with the provisions of the Tourism Act and the relevant legal acts. Your personal data is used only for the purposes provided for in these laws.

8.2 The personal data provided by you are processed and stored electronically and on paper. Your personal data is properly protected by reliable and safe means and ways. Red Berry Ltd. does not change and/or disclose personal data about its customers and does not provide personal data to third parties, except when required by law. Red Berry Ltd. does not process personal data for direct marketing purposes, except after the express prior consent of the individual. Please visit our Privacy Policy page for complete information.

8.3 You agree that any entries you make in an on-site or online guestbook, review or comment area, if any, will not contain personal information or details that you would not like disclosed. All records containing personal data that may fall under the GDPR may be removed and destroyed.

1. HOTEL RULES

For the safety and convenience of our guests, the following rules and regulations apply at Tropics Hotel. If you have any questions or comments about these policies, please contact us at

T: +359 879 413 513 or [email protected] before making a reservation.

9.1 Check-in and check-out: All guests must be registered and must present an ID, passport or temporary resident card upon check-in.

o Check-in is after 3:00 p.m.

o Check-out is by 11:00 noon on the day of departure.

Early check-in or late check-out is possible subject to availability and upon confirmation by the hotel and is subject to an additional charge according to the price list. Please inform the reservations team if you wish to check in before 15:00. and the front desk if you want to book a room after 11:00.

9.2 Smoking: According to Bulgarian law, smoking of any tobacco products, including but not limited to cigarettes, pipes, e-cigarettes, e-liquids, cigars, snuff or chewing tobacco, is not permitted inside the hotel, including by guests rooms, corridors, restaurants and bars or any other public indoor area. Smoking is permitted only in designated areas.

9.3 Pets: we do not accept pets in the accommodation and in the common areas of the HOTEL.

9.4 Parking: we provide paid on-site parking spaces for hotel guests.

9.5 Beach towels, sunbeds and umbrellas: we provide the use of beach towels for the entire stay free of charge against a deposit. The towels are suitable for both the outdoor pool and the beach. Sunbeds and umbrellas are free for hotel guests at the outdoor pool.

9.6 Safety deposit boxes are available for a fee. Please use the safety deposit boxes to store all valuable and important personal items. The HOTEL is not responsible for the loss, damage or theft of cash, jewelry or other valuables left in guest rooms or public areas.

9.7 Housekeeping and Do Not Disturb Policy: For the safety and privacy of our staff and guests, occupied rooms will not be serviced while guests are being introduced unless specifically requested by the guest(s). Please inform the front desk if you would like to schedule the service at a specific time and we will do our best to stick to your desired time. All rooms are equipped with Do Not Disturb signs. When the Do Not Disturb sign is placed on the doorknob and visible to us, members of staff will be warned not to knock or enter the room for any reason and your room will not be serviced.

9.8 Rules for fair and appropriate use of Wi-Fi: we provide free Wi-Fi in the rooms and common areas of the HOTEL. Guests agree to use this Internet access fairly and appropriately. The Internet access provided is for general use, such as access to the World Wide Web, email, messaging, social media, light video / music / media streaming. It is not designed 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.

9.9 Safety, prohibitions and security:

o Video surveillance: Public areas are under video surveillance for the safety of our guests.

o Bringing flammable objects, explosives, weapons, toxic substances, drugs, durians and pets or attracting prostitutes to the HOTEL is strictly prohibited.

o Gambling or other actions that contradict good manners or cause irritation are not welcome.

o We operate a no party policy in our rooms and suites and unacceptable levels of noise or inappropriate behavior are not tolerated in the HOTEL. Failure to comply with this policy may result in termination of guests' stay without compensation or refund of balance from the stay.

9.10 Damage and lost property: we reserve the right to charge the lead guest for any damage caused during your stay by any member of the booking party. This includes breakages, spills, stains, damage to furniture or fixtures and fittings. Any accidental damage should be reported as soon as possible to minimize damage and associated costs. Lost access cards will incur a lost card replacement fee.

Any lost property, if discovered and found, left by guests during their stay will be held for a period of 1 month. While we will make every effort to reunite lost items with their owners, we do not accept responsibility for replacing lost items and encourage guests to make sure they have all their belongings before they leave. We may offer to send lost items via a reputable delivery service at the guest's expense.

1. CORONAVIRUS GUIDELINES AND LIMITATIONS

We are following all regulations regarding the coronavirus pandemic. As these policies may change frequently, please follow all instructions given by hotel staff while at the HOTEL. It is the responsibility of each guest to obtain up-to-date information from the relevant authorities regarding the requirements for traveling to and staying in Bulgaria.

The HOTEL reserves the right to unilaterally change these General Terms and Conditions, Payment and Cancellation Terms, Hotel Rules, the structure and content of its website and to terminate access to it at any time without any obligation to notify the Customer.