Terms and Conditions for Using the Platform for Booking and Purchasing Hotel Services

I. GENERAL PROVISIONS

1. Information About Us and the Platform

This website, accessible at www.visitstconstantine.bg (“the Site”), as well as the online booking platform (“the Platform”), accessible through the Site, are operated by:

“Saints Constantine and Helena Holding” AD, UIC 813194292, with its registered office and address of management in the Republic of Bulgaria, Varna, ZIP Code 9006, Primorski District, Saints Constantine and Helena Resort – Administrative Building.

Email: reservations@stconstantine.bg

Phone: +359 700 70 799

hereinafter referred to as “the Merchant” or, depending on the context, “we.”

The Website was created to enable users to make online reservations for hotel accommodations and related travel services, as well as to pay for them using the payment methods we offer.

These General Terms and Conditions govern (i) the use of the Website, (ii) the Booking Platform accessible through it, (iii) reservations made through the Platform, and (iv) all payments made via Pay-by-Link or other payment methods available on the Platform.

2. Registration

You are not required to have a user account to make a reservation through the Site. The Site allows you to make and pay for a reservation as a “guest” (guest checkout).

If you wish, you may create a user account. Registration is entirely voluntary and free of charge. Creating an account allows you, among other things, to more easily manage your reservations, save information about past reservations, and—with your explicit consent—store your personal data for faster and more convenient booking for future stays. Through your user profile, you can also participate in our “loyalty programs” and use other features offered through the Site.

You can register at any time—before, during, or at the end of the booking process.

To create a user account, you must fill out the information requested on the registration form. Whether you make a reservation through a user account or as a “guest,” you must at a minimum provide certain categories of information necessary to process your reservation.

Fields marked as required must be filled out accurately and correctly by you; otherwise, it will not be possible to create a user profile (when registration is requested) and/or complete the booking process.

The user is responsible for the accuracy and timeliness of the data provided for the entire duration of their profile’s maintenance. In the event of any changes to this data, the user must update it in a timely manner by editing their user profile or by notifying the Merchant in writing.

The user profile is personal and may not be transferred or made available to third parties without the Merchant’s consent.

3. General Booking Rules and Information About Our Partners

Through the Site, we offer the option to book hotel accommodations (including short-term stays and guest accommodations), as well as additional services offered by the hotel, when available. Possible additional services include: room-and-board packages, spa and wellness services, and more. To make reservations through the platform, you must be at least 18 (eighteen) years of age.

We also use third-party providers to deliver the services related to making and paying for reservations.

The Booking Platform and the reservation management system are provided, technically maintained, and administered by Aven Hospitality Solutions GmbH (hereinafter referred to as “Aven” for brevity).

Payments for the services offered through the Site are made via a secure payment page processed by Adyen N.V. (hereinafter referred to as “Adyen”), in its capacity as a specialized payment service provider. Depending on the selected booking and payment method, access to the payment page may be provided via (i) an automatic redirect from the Site or (ii) an individually generated payment link (Pay-by-Link) sent by email from the Merchant.

The use of the services of the aforementioned third-party providers is solely of a technical and/or supportive nature and does not give rise to any contractual relationship between them and the users with respect to the core services—hotel reservations. The contract for the provision of hotel services is concluded solely between the user, as the recipient of the service, and the Merchant, as the provider of the service.

All prices displayed on the Website are in “euros,” and until August 8, 2026, prices will also be displayed in Bulgarian leva. Despite this dual pricing, services may be booked and paid for solely in euros.

The published service prices are final and include all applicable taxes and fees.

The prices listed for each service are valid only at the time you submit your order to our Website. You are obligated to pay the price displayed when you submit your order.

4. Reservations – Technical Steps

Hotel reservations through the Platform can be made by following these steps:

1. Select a hotel, length of stay, number of guests, room type, and/or other applicable reservation parameters;
2. Select additional services (if applicable);
3. Filling in the necessary reservation details—first and last name of the person in whose name the reservation is made, email address, contact phone number, and other information required to provide hotel services;
4. Reviewing the selected services, the total price, the applicable cancellation policy, and the other terms of the reservation;
5. Explicitly confirm that you have read and agree to these General Terms and Conditions, and that you confirm the booking;
6. Click the “Book,” “Confirm,” or other similar button, indicating the final submission of the booking request. Before the request is finally submitted, the user may review the entered data and selected services and correct any errors and/or discrepancies by returning to the previous step or by editing the relevant field. The details of the confirmed reservation are stored by the Merchant and are accessible via the confirmation voucher sent to the user.
7. Once the above steps have been completed, the user is deemed to have submitted a reservation request. Upon acceptance of the request, the Merchant sends a confirmation voucher containing a unique number and the reservation details to the email address provided by the user within the timeframe specified below. The contract for the provision of hotel services is considered concluded upon the sending of the confirmation voucher. Depending on the payment method applicable to the specific reservation, payment is made either directly during the booking process or after the reservation is confirmed via an individually generated payment link (Pay-by-Link), which the Merchant subsequently sends to the user via email.

In the event of a lack of availability at the selected hotel or any other objective inability to fulfill the request, the Merchant has the right to reject the request and shall notify the consumer in a timely manner. If a payment has been made in connection with the rejected reservation, all amounts paid will be refunded in full via the original payment method within 10 (ten) business days.

New reservations may be refused in the event of a pattern of non-compliance by the consumer with obligations arising from previous reservations, including failure to check in at the hotel without having properly canceled the reservation.

The merchant shall not be liable for failure to fulfill a reservation due to:

(i) False, incomplete, and/or inaccurate information provided by the user, including an incomplete, inaccurate, or fictitious address or phone number;

(ii) Failure to receive the required payment, where such payment is a condition for confirming the reservation;

(iii) Acts or omissions of third parties, including payment service providers or other technical service providers, or force majeure circumstances.

5. Payment and Cancellation Policy

5.1. Payment

Payment for the requested hotel services may be made in one of the following ways, depending on the specific reservation:

(i) Through automatic redirection to a secure payment page—with this payment method, during the booking process, the user is redirected via the booking module and the associated payment infrastructure to a secure payment page operated by Adien, where they enter the necessary payment details and complete the payment.

(ii) Via an individually generated payment link (Pay-By-Link)—after the Merchant confirms the reservation details, the User is sent an individual payment link via email, through which they are redirected to a secure payment page and complete the payment. With this payment method, the reservation can be confirmed without making a payment at the time of booking.

The payment method applicable to a specific reservation is determined unilaterally by the Merchant and is communicated to the consumer during the reservation process.

All payments, in both of the scenarios described above, are processed by the payment service provider Adien. Payment card information is entered solely on Adien’s secure page and is not stored by the Merchant. Adien bears full responsibility for all payments made (including, but not limited to, failed or delayed payments for any reason, loss or expiration of personal or other data, etc.). The Merchant is also not liable for any refusal, delay, or inability to process a payment when such issues are due to actions or omissions by the payment card issuer, the servicing bank, incorrectly entered payment details by the user, insufficient funds in the account, or other circumstances beyond the Merchant’s reasonable control.

The payment is considered complete upon its proper confirmation by Adien. Upon receiving notification from Adien that the payment has been successfully processed, the Merchant sends a confirmation of the successful payment to the email address provided by the user.

Payment for hotel services is generally made in advance using the payment methods described above. The merchant reserves the right (but is under no obligation) to allow the consumer, at the consumer’s request, to pay on-site at the respective hotel upon check-in for certain reservations, at the merchant’s discretion. If you choose to pay on-site, clicking the “Book,” “Confirm,” or any similar button constitutes the submission of a reservation request. The contract is deemed concluded upon the Merchant’s sending of the confirmation voucher; in such cases, the provisions of this section regarding advance payment do not apply. The Merchant may require the user to provide valid payment card information through Adien’s secure payment environment as a guarantee for the reservation.

5.2. Cancellation Policy

The ability to cancel a reservation and receive a refund of paid amounts depends entirely on the specifics of the reservation (stay period, type of accommodation, etc.) and the selected pricing plan.

The applicable rate plan and cancellation terms are specified and brought to the user’s attention prior to the final confirmation of the request/reservation and constitute an integral part of the contract for the provision of hotel services.

The following cancellation policies apply:

A. Reservations with Free Cancellation

For reservations made under a rate plan that allows for free cancellation, you are entitled to a 100% (one hundred percent) refund of the amount you paid, provided that you cancel the reservation no later than the deadline specified in the terms and conditions of the specific rate plan for the respective hotel.

To cancel your reservation and request a refund of the amount paid, you must:

(i) Use the “Cancel Booking” link contained in the confirmation email sent by Aven, or;

(ii) Send a written request to our support email address—reservations@stconstantine.bg—specifying your name and reservation number.

Once the cancellation has been processed, the refundable amount will be automatically credited to the user’s payment card within 10 (ten) business days. The Merchant shall not be liable for any delay exceeding the timeframe specified in the preceding sentence if the payment was made by the Merchant on time and the delay is due to actions or omissions on the part of the user’s issuing bank, or other reasons beyond the Merchant’s control.

The time it takes for the refunded amount to appear in your account may also depend on your bank or the relevant payment service provider.

When a reservation is subject to cancellation but the consumer does not cancel it in accordance with the procedure set forth in Section A above, the Merchant has the right to retain the entire amount prepaid by the consumer, regardless of whether the consumer actually checked in at the hotel.

B. Non-Refundable Reservations

Reservations made under a non-refundable rate plan are not subject to free cancellation or a refund of the amounts paid in the event of cancellation at the consumer’s request. Prior to confirming the reservation, the consumer is expressly informed that in the event of cancellation by the consumer and/or a no-show, the amounts paid will be retained in full (100%) by the Merchant. The foregoing does not limit the consumer’s statutory rights in the event of non-performance by the Merchant.

When the reservation requires payment upon arrival and the consumer: (i) fails to cancel the reservation within the time period specified in Section A and does not show up, or (ii) cancels a reservation made under a non-refundable rate plan, the Merchant is entitled to receive the full price of the reservation from the consumer. When the consumer has provided payment card information upon submitting the reservation request to guarantee the reservation, this amount may be charged to the card only if the consumer has been informed in advance and has given the necessary prior consent.

6. Dispute Resolution

In the event of any questions or disputes arising in connection with the use of the Site, the booking Platform accessible through it, and/or bookings made through it, as well as regarding the interpretation and applicability of these General Terms and Conditions, the user may contact the Merchant using the contact information provided above in these General Terms and Conditions.

Please be advised that we fall within the scope of alternative dispute resolution (ADR) bodies, such as the General Conciliation Commission at the Consumer Protection Commission, headquartered in Sofia (1 Vrabcha St., Floors 3, 4, and 5, 1000 Sofia, adr.sofia@kzp.bg, www.kzp.bg) and the Alternative Dispute Resolution Body for Consumer Disputes at the National Association for Consumer Protection (Sofia, 9 Pozitano St., Entrance A, Floor 4, Office 14, office@nazp.bg, www.nazp.bg).

Nevertheless, we are not obligated and do not undertake any obligation to resolve disputes through alternative dispute resolution bodies.

7. Intellectual Property

All content on our Website, including text, photographs, and graphic images, as well as audio and video files, is the exclusive property of the Merchant, unless otherwise specified. These elements, which are subject to copyright or other intellectual property rights, may be used solely for personal, non-commercial purposes.

The right to access the Website and/or the Platform does not include the right to copy or reproduce information, videos, photos, or elements of the Website, or to use any intellectual property located on it. Unauthorized or illegal use of any of the Merchant’s registered trademarks and logos is prohibited. Please note that infringement of our copyrights or other protected rights may result in civil and/or criminal liability.

8. Governing Law

Bulgarian substantive and procedural law shall apply to all disputes arising from or related to these General Terms and Conditions, including, but not limited to, the conclusion and performance of individual contracts for the provision of hotel services; the use of the Website and the Platform; and the making of reservations and their proper payment.

Given the dynamic nature of changes in legal and technical requirements regarding the maintenance of the Website and the Platform, it may be necessary to periodically amend or update these General Terms and Conditions. All registered users will be notified of such changes within 7 (seven) days, via email or through a notice posted on the Website.

If any provision of these General Terms and Conditions becomes invalid due to changes in legislation or for any other reason, the analogous provisions of the law shall apply. The partial invalidity of a specific provision shall not affect the validity and applicability of the remaining provisions.

9. Merchant’s Liability

The Merchant takes care to ensure that the information on the Website is always accurate and up-to-date, but does not guarantee the completeness of the content and does not commit to any deadlines for updating the information. The Merchant reserves the right at any time to remove, modify, or supplement the published content.

The Merchant shall take care to ensure normal use of the Website and the Platform accessible through it by users. The Merchant further reserves the right to suspend or discontinue any features of the Website at any time, as well as to completely cease maintenance of and access to the Website, without this giving rise to any liability on its part. The Merchant is under no obligation and does not guarantee that access to and use of the Site will be uninterrupted, timely, secure, or error-free. The Merchant shall not be liable for any failure to provide access to the Site or for providing access of reduced quality as a result of tests conducted by the Merchant to verify equipment, connections, networks, and other factors, as well as tests aimed at improving or optimizing the Site.

The Merchant shall not be liable for any damage caused to users’ software, hardware, or facilities and equipment, or for any loss of data resulting from materials or resources downloaded or used in any way through the Site. The Merchant shall not be liable for any damages that may be caused in connection with accessing or using the Site, unless such damages are caused by the Merchant’s willful misconduct or gross negligence.

10. User Responsibility

Users agree not to engage in malicious acts when accessing and using the Site. “Malicious actions” refer to any actions or omissions that cause harm to the Site (including any of the systems that support it and are responsible for its accessibility and normal operation), sending unsolicited email (unsolicited commercial messages, spam), flooding channels and overloading systems, gaining access to resources using others’ credentials and passwords, exploiting system vulnerabilities for personal gain or to obtain information, damaging or destroying systems, installing viruses or remote control systems, disrupting the normal operation of other users of the Site, or engaging in any actions that may constitute a criminal offense or an administrative violation under Bulgarian law or any other applicable law.

11. Hyperlinks to Third-Party Websites

Our Site may contain hyperlinks to websites operated by external providers. The Merchant makes no warranty and assumes no liability for any potentially illegal content or other violations on third-party websites. The relevant terms and conditions and policies of the third party apply to such websites, including with respect to the protection of your personal data.

12. Data Protection

Your personal data is processed by the Merchant in its capacity as a data controller. Details regarding data protection can be found in the “Privacy Policy” section, available on our Website.

For information regarding the processing of your personal data by Adien or another service provider listed here, please refer to the privacy policy available on the website of the respective service provider.

13. Information on the Regulatory Authority

Consumer Protection Commission

Address: Sofia, 1 Vrabcha St., Floors 3, 4, and 5

Tel.: 02 / 933 05 65

Fax: 02 / 988 42 18

Hotline: 0700 111 22

Website: www.kzp.bg