Hotel policy

Dear guests, thank you for choosing Ruskovets Thermal SPA & Ski Resort for your holiday!

GENERAL

These rules have been developed on the basis of current Bulgarian legislation.
There is a video surveillance system throughout the hotel /except in the restrooms, hotel rooms and spa/. By using the services of the hotel, you agree to the video surveillance.
Hotel Ruskovets Resort guarantees its guests full confidentiality regarding personal data and stay.
The hotel administration may terminate the services of those guests who do not comply with the rules and go beyond the established norms for staying in the hotel.

To make a reservation , please confirm the rates and conditions of the offer you have received, specifying the room type, number of guests and preferred payment method/guarantee. In response , you will receive a booking confirmation from us with bank accounts for advance transfer. If you choose to make the booking via the booking form on the hotel website, payment can be made directly via the website, by credit or debit card.
Each offer has an expiry date and cancellation terms. Availability is subject to reconfirmation at the time of booking.

Payment terms and booking guarantee:
Prepayment of the first night is required within 5 days of booking confirmation, but no later than the check-in date.

Payment is accepted:

by credit/debit card – Visa, Mastercard.
by bank transfer to the hotel account / for reservations confirmed min. 7 working days before the check-in date /
in cash, at the hotel reception upon check-in, if the reservation is guaranteed by credit card

All credit card and cash payments are made in BGN (Bulgarian Leva) at the exchange rate of the day.
Reservations not guaranteed within the specified time will be considered invalid.

Cancellation of a guaranteed reservation:
In case of cancellation or change of reservation:

up to 7 days prior to the check-in date (except 22 December – 3 January) – no penalty is payable. The prepaid amount is 100% refundable to the customer.
During the Christmas and New Year period, the cancellation period without penalty is 14 days for Christmas and 26 days for New Year.
In case of cancellation, shortening or postponement of the reservation:
7 days or less prior to the check-in date (except 22 December – 3 January) – a penalty of 1 full night will be charged. The balance will be refunded to the customer.
Less than 14 days for Christmas or 26 days for New Year – a penalty of 50 % of the requested package is payable. The balance will be refunded to the customer.

In case of no-show of the client, a penalty of:

the amount for 2 full nights for the room type booked (excluding the period 22 December – 3 January). The balance will be refunded to the customer.
50 % of the requested package for the period 22 December – 3 January.
Cancellation or modification of the reservation must be requested by the client and confirmed by the Hotel in writing by email: reservations@ruskovets.com

RULES FOR CHECK-IN AND STAY AT THE HOTEL

Upon arrival at the hotel, the guest is required to present a personal registration document. Registration is via a reader and IDs are returned immediately.
Guests are responsible for damages and shortages in the rooms in which they are accommodated. If damage is found, it will be assessed and the guest will have to pay for it.
Items forgotten by guests are kept for up to 6 months. In case of finding a forgotten item, the hotel team will immediately inform the guest and arrange the return. The courier costs for their return is at the expense of their owners.
Guests are required to return the key-cards to the Reception upon check-out. In case of lost cards, they will be charged at Reception at the established rates.

Check-in / check-out:

Check-in is after 15:00 and check-out is no later than 12:00.
In case of late arrival after 18:00, please inform us to reserve the room.
In case of late check-out confirmed by the hotel, but not later than 16.00, the guest will be charged an additional 50% of the booked room.
If the apartment or villa is vacated after 16.00, the guest will be charged the full value of the room used for another night.

Nutrition:

Breakfast is served in the main Lavender restaurant:
Breakfast – 07:30 – 10:00 Monday to Friday;
Breakfast – 07:30 – 10:30 on Saturday and Sunday;
Dinner is served in the main Lavender restaurant:
Dinner- 19:00 – 21:30.
Buffet meals are available for a minimum of 25 guests and a 3-course set menu is available for fewer guests.
It is forbidden to take food and drinks in / out of the hotel restaurants and lobby bar.
Guests checking out early can inform Reception that they would like a packed breakfast for the journey. The hotel will provide it at the requested time, at Reception.

Room cleaning:

Rooms are cleaned daily from 10:00 to 15:30.
Bed linen is changed every three days;
Bathrobes are changed every 3 days and if you need an earlier change, please contact Reception;
Replenishment of hotel supplies is daily;
If you have put up a “Do not disturb me” sign and then wish cleaning, please contact Reception by 16:00.

Laundry and ironing:

Clothes for laundry delivered before 09:00 will be returned to the guest on the same day, by 17:00. In other cases, the service is carried out the next day.

Mini bar:

There is a mini bar in each room, which is refilled daily.
Consumption from the minibar is charged according to the price list.

Safe:

Each room has a free safe.
Please keep your valuables and documents in the safe.
Items left in the room or on the property are the guest’s responsibility.

For children:

The free Kids Club offers animation for children aged 3-11.99.
Opening hours are from 08:00-20:00.
There is an animator in the children’s club from 09:00-18:00. /except Wednesday and Sunday/
For children under 3 and for more sensitive children, we require that they be accompanied by a parent.
After the animator’s working hours, the Children’s Corner is only available for children with a parent or accompanying person until 20:00.

Parking:

The hotel has free covered parking spaces at each villa and free outdoor parking at the hotel building.
The parking spaces at the villas are used only by the guests staying in the villas. Parking spaces in the hotel’s outdoor car park cannot be reserved in advance and are subject to availability.

Ski Wardrobe:

The hotel provides a free ski locker for own or rented equipment with ski boot drying systems.
The storage of ski equipment in the hotel apartments is not allowed.
Each chalet has a heated ski boot storage cupboard.
Ski boots are not allowed in the common areas of the hotel.

Accommodation with pets:

Pets up to 10 kg are allowed in the villas only.
For pets up to 10 kg a cleaning and disinfection fee of BGN 40 per night is charged.
On exception we accommodate guests with pets up to 30 kg for a fee of 50 BGN/night.
In cottages where we expect to be accommodating a pet, we pre-load a sanitized feeding bowl and a roll of hygiene bags. No restaurant utensils are allowed for pet feeding.
Pets are allowed upon presentation of an immunization passport.
Pets are not allowed in the restaurant, bars, spa and children’s area.
Guests should contact the Housekeeping Department to book a convenient time to have their room cleaned, with the pet supervised by its owner during the cleaning.
Pets must be kept on a leash/ and muzzled depending on size and breed/ when entering the hotel grounds or staying in common areas. Cleaning up after them is the responsibility of the owner.
Pets should not be left unattended.
All disturbances /such as barking, skittering/ must be stopped to ensure the comfort of other guests.
Guests are responsible for any property damage and/or personal injury caused by their pet to the hotel or other guests, and they are required to compensate them in full in the event of a problem.
The hotel reserves the right to charge guests for property damage caused by their pet.

TO ENSURE ORDER AND SAFETY IN THE HOTEL IS PROHIBITED:

Smoking in the rooms and all indoor areas of Ruskovets Resort. In the event of a violation, a charge of 200 BGN will be added to the room bill.
Handing over your room key card to persons external to the hotel.
The storage in the rooms of materials and objects dangerous to the health and life of others.
Removing and moving furniture from rooms.
The violation of generally accepted norms of conduct, aggressive behaviour and actions threatening the health and property of others.
Damage to hotel property.
Parking cars at the entrance and exit of the hotel, and in a way that blocks traffic.
Use of hotel equipment and inventory not for its intended purpose, as well as failure to comply with the standards for its normal use.

Thank you for choosing Ruskovets Resort for your holiday! We assure you that we will do our best to provide you with maximum comfort, security and pleasant experience!4