Hotel policy

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

GENERAL CONDITIONS

• These rules have been developed on the basis of the current Bulgarian legislation.
• A video surveillance system operates on the territory of the hotel /with the exception of toilets, hotel rooms and the spa center/. By using the hotel’s services, you agree to video surveillance.
• Hotel Ruskovets Resort guarantees its guests complete confidentiality regarding personal data and stay.
• The hotel administration may terminate the provision of services to those guests who do not follow the rules and go beyond the established norms for staying in the hotel.

To make a reservation, please confirm the prices and terms of the offer you received, specifying the room type, number of guests and preferred method of payment/guarantee. In response, you will receive a booking confirmation with bank accounts for advance transfer. If you choose to make the reservation through the reservation form on the hotel website, you can make the payment directly through the website, with a credit or debit card.
Each offer has a validity period and cancellation conditions. Room availability is subject to reconfirmation at the time of booking.

Terms of payment and reservation guarantee:
Within 5 days after confirmation of the reservation, but no later than the check-in date, prepayment of the first night is required.

Payment accepted:

• By credit/debit card – Visa, Mastercard.
• By bank transfer to the hotel’s account /for reservations confirmed at least 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 period will be considered void.

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

• Up to 7 days before the date of accommodation (except for the period December 22 – January 3) – no penalty is due. The prepaid amount is 100% refunded to the customer.
• In the period of Christmas and New Year, 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 stay of the reservation:
• 7 days or less before the check-in date (with the exception of the period December 22 – January 3) – a penalty in the amount of 1 full night is payable. The rest of the amount is refunded to the customer.
• Less than 14 days for Christmas or 26 days for New Year – a penalty of 50% of the value of the requested package is payable. The rest of the amount is refunded to the customer.
• In case of non-appearance of the client, a penalty is paid in the amount of:
• The amount for 2 full nights for the booked room type (except for the period December 22 – January 3). The rest of the amount is refunded to the customer.
• 50% of the value of the requested package for the period December 22 – January 3.
• The cancellation or change of the reservation is requested by the customer and confirmed by the Hotel in writing by email: reservations@ruskovets.com

RULES FOR ACCOMMODATION AND STAY IN THE HOTEL

• Upon arrival at the hotel, the guest is required to present a personal document for registration. Registration is through a reader and personal documents are returned immediately.
• Guests are responsible for damages and shortages in the rooms in which they are accommodated. When damage is found, it is assessed and the guest must pay for it.
• Items forgotten by the guests are kept for up to 6 months. In case of finding a forgotten item, the Hotel team immediately informs the guest and arranges the method of return. Courier costs for their return are at the expense of their owners.
• When leaving the Hotel, guests must return the given key cards to the Reception. In case of lost cards, they are paid at the Reception at the established prices.

Check-in / check-out of the rooms:

• Check-in is after 3:00 p.m., and vacating the used room – no later than 12:00 p.m.
• In case of late arrival after 18:00, please inform us to reserve the room
• In case of late release of the used room confirmed by the Hotel, but not later than 4:00 p.m., the guest pays an additional 50% of the value of the reserved room.
• When vacating the apartment or villa after 4:00 p.m., the guest pays the full price of the room used for one more night.

Nutrition:

• Breakfast is served in the main Lavender restaurant:
• Breakfast – 07:30 a.m. – 10:00 a.m. from Monday to Friday;
• Breakfast – 07:30 a.m. – 10:30 a.m. on Saturday and Sunday;
• Dinner is served in the main restaurant Lavender:
• Dinner – 7:00 p.m. – 9:30 p.m.
• Meals are buffet style with a minimum of 25 guests, and with fewer guests in the restaurant, a 3-course set menu is offered.
• Bringing/taking out food and drinks to/from the hotel’s restaurants and lobby bar is prohibited.
• When leaving the hotel early, guests can inform Reception that they want breakfast on the go – a dry packet. The hotel will provide it at the requested time, at the Reception.

Room cleaning:

• Rooms are cleaned daily from 10:00 AM to 3:30 PM.
• Bed linen is changed every three days;
• Bathrobes are changed every 3 days, and if you need an earlier change, please contact Reception;
• Loading of hotel consumables is every day;
• In case you have put up a Do Not Disturb sign and then wish to have it cleaned, please contact Reception by 4:00 p.m.

Washing and ironing:

• Laundry delivered before 09:00 a.m. is returned to the guest on the same day, until 5:00 p.m. In other cases, the service is carried out the next day.

Mini bar:

• Each room has a mini bar which is replenished daily.
• Consumption from the minibar is paid according to the announced price list.

Safe:

• Each room has a free safe.
• Please keep your valuables and documents in the safe.
• The guest is responsible for items left in the room or on the hotel grounds.

For children:

• The free Children’s Club offers animation for children aged 3-11.99.
• Working hours are from 8:00 a.m. to 8:00 p.m.
• There is an animator in the children’s club from 09:00 to 18:00. /excluding 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 can only be used by children accompanied by a parent or companion until 8:00 p.m.

Parking:

• The hotel has free covered parking spaces for each villa and free open parking for the hotel building.
• The parking spaces next to the villas are used only by the guests staying in the villas. Parking spaces in the hotel’s outdoor car park cannot be booked 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.
• It is not allowed to store ski equipment in the hotel apartments.
• Each cottage has a heated cupboard for storing ski boots.
• Crossing with ski boots through the common areas of the hotel is not allowed.

Accommodation with pets:

• Accommodation with pets up to 10 kg is allowed. only in the villas.
• For pets up to 10 kg. a cleaning and disinfection fee of BGN 30/night is payable.
• Exceptionally, we accommodate guests with pets up to 30 kg. for a fee of BGN 50/night.
• In villas where we expect accommodation with a pet, we pre-load a disinfected feeding bowl and a roll of envelopes for hygiene needs. The use of restaurant utensils for feeding pets is not allowed.
• Pets are allowed on presentation of an immunization passport.
• Pets are not allowed in the restaurant, bars, spa center and children’s corner.
• Guests should contact the Hotel Housekeeping Department to arrange a convenient time to clean the room, with the pet owner supervising the pet during cleaning.
• Pets must be kept on a leash/ and muzzled depending on the size and breed/ when entering the hotel grounds or staying in the common areas. Cleaning up after them is the responsibility of its owner.
• Pets should not be left unattended.
• All disturbances /such as barking, whining/ must be stopped to ensure the comfort of other guests.
• Guests are responsible for any property damage and/or bodily 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.

FOR THE PURPOSE OF ENSURING ORDER AND SAFETY IN THE HOTEL, IT IS PROHIBITED:

• Smoking in the rooms and in all indoor areas of Ruskovets Resort. If a violation is found, a fee of BGN 200 will be added to the room bill.
• The transfer of the key card from your room 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 the rooms.
• Violation of generally accepted norms of behavior, aggressive behavior and actions threatening the health and property of others.
• Damage to hotel property.
• Parking cars at the entrance and exit of the hotel, as well as in a way that blocks traffic.
• Use of hotel equipment and inventory not intended, as well as non-compliance with the standards for its normal use.

Thank you for choosing Ruskovets Resort for your holiday! We assure you that we will make an effort to provide you with maximum comfort, security and pleasant experiences!