TERMS AND CONDITIONS

Last updated: 7 September 2026

1. Information about the trader

This website and the services offered through it are operated by:

Tourservice Ltd. (“Турсервиз” ЕООД)
Unified Identification Code: 103711877
Registered address: 1611 PVZ Trakata, Varna, Bulgaria
Business establishment: Bansko SPA & Holidays Hotel
Hotel address: 29 Yavor Street, Bansko, Bulgaria
Telephone: +359 877 000 780
Email: office@banskospa.net
Website: https://banskospa.net/

In these Terms and Conditions, “the Hotel”, “we”, “us” and “our” refer to Tourservice Ltd. and Bansko SPA & Holidays Hotel, operated by the company.

2. Scope and acceptance

These Terms and Conditions govern the use of the website, the submission and confirmation of reservations, payment for hotel services, and the rights and obligations of the Hotel and its guests.

By using the website or making a reservation, the customer confirms that they have read and accepted these Terms and Conditions, the Privacy Policy and the conditions of the selected offer.

If the terms of a particular offer, rate or written booking confirmation differ from these Terms and Conditions, the conditions stated in the booking confirmation shall take precedence.

3. Website information

The Hotel makes reasonable efforts to keep the information about its rooms, services, SPA centre, restaurants, prices and availability accurate and up to date.

Photographs are provided for illustrative purposes. Rooms within the same category may differ in layout, furnishings, decoration and view.

The publication of a price or offer does not constitute final confirmation of availability. A reservation is accepted only after the customer receives an explicit confirmation from the Hotel or the booking system used by the Hotel.

In the event of an obvious technical, typographical or pricing error, the Hotel may correct the information and offer the customer confirmation under the correct conditions or cancellation without charge and a refund of any amount paid.

4. Reservations

Reservations may be made through the website, by telephone, by email or through an authorised travel intermediary.

The customer must provide accurate and current information, including their name, contact details, number of guests, ages of children and any other required information.

A reservation becomes binding after:

• written confirmation has been issued by the Hotel; and
• the required deposit or full amount has been paid where required by the selected offer.

The customer must check the information in the confirmation and notify the Hotel promptly if an error is identified.

Special requests, including a preferred floor, room position, view, particular room or adjoining rooms, are subject to availability and are not guaranteed unless confirmed by the Hotel in writing.

5. Prices

The applicable price and included services are specified in the selected offer and booking confirmation.

Depending on the offer, the price may include accommodation, meals, access to particular hotel facilities, taxes or other services. Any service not expressly stated as included is charged separately.

Additional services and expenses incurred during the stay must be paid no later than check-out.

If information displayed on a general website page differs from the booking confirmation, the price and conditions stated in the confirmation shall apply.

6. Payment

Available payment methods are displayed during the booking process and may include payment by bank card, bank transfer or payment at the Hotel.

For bank transfers, all bank charges are payable by the sender unless expressly agreed otherwise. The booking number or the name of the lead guest must be included in the payment reference.

If the required deposit or full payment is not received within the specified period, the Hotel may cancel the reservation after notifying the customer.

Where payment is processed by an external payment service provider, the provider’s security and payment terms may also apply to the transaction.

7. Amendments, cancellations and no-shows

The conditions governing amendments, cancellations, advance payments and refunds depend on the selected rate or offer. They are displayed before the reservation is completed or included in the booking confirmation.

Certain promotional or non-refundable rates may not permit free amendments, cancellations or refunds.

Requests to amend or cancel a reservation must be sent in writing to office@banskospa.net. An amendment is valid only after written confirmation from the Hotel and remains subject to availability and the conditions of the booked rate.

In the event of a no-show or early departure, the Hotel may retain or charge amounts in accordance with the conditions of the particular reservation.

If no separate conditions have been specified for a reservation, the Hotel shall inform the customer in writing of the applicable rules before accepting payment.

8. Right of withdrawal

The statutory 14-day right of withdrawal applicable to certain distance contracts does not apply to accommodation services where the contract provides for a specific date or period of performance.

Cancellation and refund rights are therefore governed by the selected rate, the booking confirmation and applicable law.

This provision does not restrict any other mandatory rights available to the customer under applicable consumer law.

9. Check-in and check-out

Check-in and check-out times are stated in the booking confirmation or in the Hotel’s current information.

Early check-in and late check-out are subject to availability, require confirmation and may incur an additional charge.

Guests must present a valid identification document upon arrival. Additional documents may be required for guests under the age of 18 in accordance with applicable law.

At check-in, the Hotel may request a security deposit or pre-authorisation of a bank card to cover additional services or damage. The guest shall be informed in advance about the amount and applicable conditions.

10. Children, extra beds and special requirements

The conditions and prices for children depend on their age and the selected offer. The correct age of every child must be stated when making the reservation.

Baby cots, extra beds and other amenities are subject to availability and confirmation by the Hotel. Additional charges may apply.

Customers must inform the Hotel in advance of allergies, food intolerances, reduced mobility or other special requirements. The Hotel will make reasonable efforts to assist, but a request is guaranteed only if expressly confirmed in writing.

11. Rules of stay

Guests must:

• observe the Hotel’s internal rules, safety requirements and staff instructions;
• take proper care of the Hotel’s property;
• respect the comfort, safety and privacy of other guests;
• use rooms and facilities only for their intended purposes;
• comply with smoking and fire-safety rules;
• provide appropriate supervision for accompanying children.

The guest is responsible for damage caused through their fault or the fault of accompanying persons or visitors admitted by them to the Hotel.

The Hotel may refuse accommodation or terminate the stay of a person whose conduct creates a danger, violates the law or Hotel rules, or seriously disturbs other guests. Payments shall be settled according to the circumstances and applicable law.

12. SPA centre, swimming pool and other facilities

The opening hours and rules for using the SPA centre, swimming pool, children’s facilities and other hotel amenities are displayed at the Hotel or on its website.

Guests must comply with all health and safety instructions. Children may use the facilities only under the conditions and supervision specified by the Hotel.

Facilities may occasionally be unavailable due to maintenance, repairs, technical faults, instructions from a competent authority or another justified reason. Where reasonably possible, the Hotel will notify affected guests in advance.

13. Changes or inability to provide a service

If the Hotel is unable to provide the reserved room for a reason for which it is responsible, it may offer suitable alternative accommodation of the same or a higher category at no additional cost.

If the customer does not accept a suitable alternative or no suitable alternative can be provided, amounts paid for services that have not been supplied shall be refunded, without restricting the customer’s other statutory rights.

The Hotel is not liable for failure caused by force majeure or circumstances beyond its reasonable control. The Hotel will nevertheless make reasonable efforts to minimise the consequences and offer an appropriate solution.

14. Liability and personal belongings

Guests are responsible for their personal belongings and should use the available facilities for their secure storage.

The Hotel’s liability for property brought onto the premises, loss or damage is governed by applicable Bulgarian law.

Nothing in these Terms and Conditions excludes or limits liability that cannot legally be excluded or limited.

The Hotel is not responsible for services independently supplied by third parties unless otherwise provided by law or the relevant contractual arrangement.

15. Complaints

If a problem occurs during the stay, the guest should notify reception as soon as possible so that the Hotel has an opportunity to address it promptly.

Written complaints may be sent to office@banskospa.net and should include the guest’s name, booking number and dates, a description of the matter and relevant supporting evidence, where available.

The Hotel will review complaints within a reasonable period and respond using the contact details provided by the customer.

Consumers may also contact the Bulgarian Consumer Protection Commission through its official website: https://kzp.bg/.

16. Personal data and cookies

Personal data is processed in accordance with applicable law and the Privacy Policy published on the website.

Information about the cookies used by the website and available consent controls is provided in the Cookie Policy.

17. Intellectual property

The content of the website, including its text, photographs, graphics, logo, design and other materials, is protected by applicable intellectual-property legislation.

Copying, publishing, distributing or commercially using this content without prior written permission is prohibited, except where permitted by law.

18. Applicable law and disputes

These Terms and Conditions and the relationship between the Hotel and its customers are governed by Bulgarian law.

The parties shall make reasonable efforts to settle disputes through negotiation and voluntary resolution.

If no agreement can be reached, the dispute may be referred to the competent Bulgarian court or the relevant alternative consumer dispute-resolution body. Nothing in this section restricts a consumer’s right to bring proceedings before a court or authority having jurisdiction under applicable law.

19. Amendments to these Terms

The Hotel may update these Terms and Conditions following changes to its services, website or applicable legislation.

A new version takes effect from the date of publication. It does not retrospectively alter an existing confirmed reservation unless the change is required by law or expressly agreed with the customer.

20. Contact details

For reservations, questions and complaints:

Bansko SPA & Holidays Hotel
29 Yavor Street, Bansko, Bulgaria
Telephone: +359 877 000 780
Email: office@banskospa.net