TERMS AND CONDITIONS HOTEL LAGUNA MEDICAL SPA

RESERVATIONS AND ACCOMMODATION

The management of DINEVI I SIE SD (UIC: 102046289), with registered address: 92 Tsar Simeon St., Sveti Vlas 8229, Bulgaria, undertakes to provide the services requested and paid for by the client via an online reservation, in their full quantity and quality, in accordance with the information provided by the client through the reservation form: client name, period of stay, number of nights, number of adults and children, and price per night.

All guest requests entered in the “Notes” field of the reservation form will be accommodated where possible.

For the purposes of a reservation, “children” are only those persons who have not reached the specified age as of the arrival date.

Thank you for choosing HOTEL LAGUNA SPA! We strive to provide all our guests with an exceptionally high level of comfort, peace, and security. These house rules are based on our long-standing experience, established standards, and applicable Bulgarian legislation.

HOTEL LAGUNA SPA guarantees confidentiality for its guests.

The purpose of these rules is to support and ensure maximum safety and guest satisfaction at HOTEL LAGUNA SPA.

CHECK-IN AND STAY RULES

The hotel operates 24 hours a day, 7 days a week.

Check-out is until 11:00; check-in is after 14:00.

Upon arrival, the guest must present a valid identity document.

In the event of early departure, the paid amount is non-refundable.

Requests for early check-in or late check-out will be accommodated where possible, only after prior arrangement with Reception and against payment of the applicable fee.

Please contact Reception immediately if you lose your hotel key card. To issue a duplicate, it is necessary to present an ID card.

Towels: Kindly do not remove the white towels from your room.

In order to provide our guests with an exceptional sense of cleanliness and peace, we reserve the right to access rooms for the purposes of cleaning, maintenance, checking the condition of furniture and appliances, or preventing violations of the internal rules of the hotel.

Minibar consumption is payable according to the posted price list. Upon departure, the guest must wait for the minibar to be checked.

Please keep valuables and documents in the in-room safe. The guest is responsible for items left unattended in the room or on the hotel premises.

Lost-and-found items are stored for up to 1 month.

Please protect the hotel property and comply with fire safety rules.

Before leaving your room, please close the windows, turn off the water taps, switch off the lights, and unplug/turn off electrical appliances.

Each guest is responsible for any damage (intentional or unintentional) on the premises caused by them. The hotel reserves the right to charge the guest’s account for the damage in accordance with a price list available at Reception, which the guest must pay.

The guest compensates for the value of damaged hotel property.

Pets are not allowed on the premises of HOTEL LAGUNA SPA.

Smoking in the rooms and in all indoor areas on the premises is prohibited. In case of violation, a fee of EUR 100 will be added to the room bill.

Parking of vehicles at the entrance/exit of the hotel, as well as parking in a way that blocks traffic, is prohibited.

PRICES AND PAYMENT

Prices on the website of DINEVI I SIE SD are listed in EUR and BGN (prices will be displayed in BGN within the statutory deadline until 08.08.2026), inclusive of VAT, tourist tax, and insurance. The total amount due by the client is calculated automatically depending on the number of days, the number of adults and children, and the current offer for the relevant period.

When making online reservations under standard policies, a deposit of 50% of the total reservation amount is required at the time of booking for guarantee, or 100% of the total amount if a promotional rate requiring full prepayment is selected, payable by debit/credit card or—no later than the deadline specified after booking—by bank transfer.

DINEVI I SIE SD reserves the right to change prices and special offers on its website depending on demand and current availability. For already made, confirmed, and paid reservations, the amount due does not change regardless of newly published price offers.

CANCELLATIONS AND CHANGES TO RESERVATIONS

In case of cancellation, no-show, or change of an already paid online reservation under standard cancellation policies by the client, DINEVI I SIE SD will, upon request, refund the paid amount, charging the applicable penalty as follows:

Changes without penalty may be made up to 14 days before the check-in date.

Cancellation without penalty may be made up to 14 days before the check-in date.

In case of change or cancellation after this deadline, a penalty equal to the prepaid deposit is due.

When refunding a paid amount, all transfer costs (bank fees and other charges) are borne by the client. Refunds due to cancellation are processed within 30 days, depending on the payment method. Amounts are refunded only to the bank account from which they were received. Your card details are used only by the intermediary bank and are not stored by us.

PAYMENT METHODS

Payment can be made in three (3) ways:

1) Online by debit or credit card. We accept Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, and Maestro. When selecting this payment method, you will be redirected to the payment page of our обслужваща банка (acquiring bank), where you enter your card details. If you are enrolled in Verified by VISA or MasterCard SecureCode authentication schemes, an authentication page of your issuing bank will open, where you enter your authentication password. Upon successful transaction, a transaction receipt will be displayed on screen, which you can print or save.

Your card data is used only by the intermediary bank and is not stored by us.

To protect you from misuse when paying with your Visa or MasterCard, we apply best practices recommended by international card organizations:

Security of entering and transferring card data is ensured by using the SSL protocol to encrypt the connection between our server and the payment page of our обслужваща банка (acquiring bank).

The authenticity of your card is verified by entering a security code (CVV2).

In addition, to identify you as the cardholder, the e-commerce payment server of our acquiring bank supports Verified by VISA and MasterCard SecureCode authentication schemes, if you are registered to use them.

At the moment of online booking, the above-mentioned amounts will be automatically charged to your card upon completion of the payment process.

For security reasons, the maximum amount payable by card is EUR 3000.00 / BGN 5,867.49.

2) Bank transfer. Payment of the specified amount must be made no later than the deadline indicated after booking. After making the payment, it is recommended to send a copy of the payment document to reservations@lagunamedicalspa.bg, and it must include the reservation number as the payment reference.

3) Cash at the Reception of DINEVI I SIE SD. For reservations with a check-in date within the next 3 days, it is recommended to choose cash payment at reception in order to speed up the processing of the reservation.

IMPORTANT!

If the online reservation is not paid within the specified deadline and, in case of payment by bank transfer, a copy of the payment document has not been sent, your reservation will be automatically cancelled by the reservation system.

If you are unable to pay the amount for an already made online reservation, please inform us at: reservations@lagunamedicalspa.bg. If this condition is not met, DINEVI I SIE SD is entitled to seek liability and penalties for made and unpaid reservations.

REFUNDS

If the client cancels the reservation under the conditions stated above, we will refund the amount via the same payment method used for the reservation.

A refund of an amount paid by bank card or bank transfer may be made only to the bank card or bank account used for the payment. All bank fees for this transaction are borne by the client.

DISPUTE RESOLUTION

Disputes arising in connection with the performance, interpretation, or validity of these Terms and Conditions and the POS terminal device agreement shall be settled through negotiations, and if no agreement is reached, by the competent Bulgarian court.

When the Bank does not issue a decision on the Client’s complaint within the statutory period, and also when the decision does not satisfy the Client, disputes may also be referred for consideration to the Conciliation Commission for Payment Disputes. The Conciliation Commission for Payment Disputes at the Consumer Protection Commission is an alternative dispute resolution body for national and cross-border disputes between payment service providers and users of payment services in connection with the application of the Payment Services and Payment Systems Act (ZPUPS), the secondary legislation for its implementation, Regulation (EC) No 924/2009, Regulation (EU) No 260/2012, and Regulation (EU) 2015/751.

Conciliation proceedings begin with the submission of an application to the Commission. The application is submitted in writing, as well as by e-mail or online via the website of the Consumer Protection Commission. The requirements for the application, the conditions and procedure for initiating and terminating conciliation proceedings, and for examining and resolving disputes within the Commission’s competence, as well as the maximum monetary threshold for disputes, are determined by rules approved by the Governor of the Bulgarian National Bank. These rules are promulgated in the State Gazette.

Upon request, the Conciliation Commission for Payment Disputes provides the user of payment services, on a durable medium, information regarding the procedure for conducting conciliation proceedings. Proceedings before the Commission are not a mandatory prerequisite for bringing a claim before the court. Additional information about the Conciliation Commission for Payment Disputes can be found on the website of the Consumer Protection Commission, as well as in Chapter Ten, Section II of the ZPUPS.