Hotel Kalina Palace Tryavna

Dear guests, please review our official rules, conditions, and responsibilities during your stay with us. By accessing our reservation system or using the hotel's services, you confirm that you accept the terms and conditions outlined below.

REGISTRATION, PERSONAL DATA, AND PRIVACY

• Legal Registration: Check-in requires a valid ID card or passport. Data is processed according to the Law on Tourism and the Unified Tourist Information System (ESTI).
• Data Protection: "Kalina Palace" Hotel is a personal data administrator under the LPPD and EU regulations. Your personal information is fully protected and is not shared with third parties for commercial purposes. Further details can be found in our Policy Privacy.
• Confidential Stay: For your safety and discretion, the hotel does not provide any information about its guests to outsiders.

RATES, RESERVATIONS, AND PAYMENT TERMS

• Accommodation Rates: All prices include tourist tax, insurance, and VAT.
• Reservation and Prepayment: Your booking is guaranteed after completing the reservation process and paying a required deposit of 50% of the total amount or according to the terms of the selected offer. The remaining balance is paid on-site upon arrival.
• Additional Services: Food and beverage consumption, minibar, paid laundry/ironing services, and other extra services are not included in the room price and must be paid on-site at the reception.

CANCELLATION AND PENALTY POLICY

• Free Cancellation: Possible up to 7 days before the check-in date (or according to the conditions of the specific package).
• Cancellation 6 to 3 days before arrival: A penalty fee of 50% of the paid deposit will be withheld.
• Cancellation 2 days to the day of arrival: A penalty fee of 100% of the paid deposit will be withheld.
• No-show: In case of a no-show without prior notice, 100% of the paid deposit will be withheld.

CHECK-IN AND CHECK-OUT TIMES

• Check-in: After 14:00 (2:00 PM). Early check-in is subject to availability and costs an extra fee of €20.00.
• Check-out: Until 12:00 (12:00 PM/Noon). Late check-out is subject to availability and costs an extra fee of €5.00 for each additional hour after 12:00.
• Outside Visitors: Unregistered guests can visit hotel residents in their rooms only until 22:00 (10:00 PM), following mandatory notification at the reception.
• Key Cards: The electronic card is your means of access. A fee of €20.00 applies for lost or damaged key cards.

QUIET HOURS AND TRANQUILITY RULES

• Quiet Hours: To ensure a peaceful atmosphere, quiet hours must be observed from 22:00 to 08:00. Loud noise, shouting, and loud music or TV in rooms and hallways are strictly prohibited.
• Corporate Events: For organized events, weddings, and team buildings, entertainment involving loud music, DJs, and microphones is allowed only in specialized conference halls and the hotel restaurant, with prior approval from the management.
• Violations: In case of failure to comply with quiet hours after an official warning, the hotel reserves the right to immediately terminate the stay of the violators without any right to compensation or refund.

PARKING

• Free Parking: The hotel offers free parking for its guests based on availability. There are approximately 50 outdoor parking spaces and an indoor underground garage with a capacity of 40 spaces.
• Guaranteed/Reserved Space: If you wish to secure a specific reserved parking space in the underground garage, the service costs an additional €5.00 per night.

PET POLICY

• Conditions: Pets up to 5 kg are allowed only upon prior request and official approval from the hotel.
• Requirements: A declaration must be signed at the reception. You can review the rules and download the document in advance here: Pet Declaration. Providing your own pet bed/cage/box is mandatory.
• Fee and Restrictions: Pets are charged €20.00 per night per room. Access to the restaurants, conference center, and relaxation zone is strictly prohibited.

SMOKING AND FIRE SAFETY POLICY

• Legal Prohibition: According to the Health Act, smoking in all indoor areas of the hotel is strictly prohibited.
• Electronic Devices: To maintain clean air and hygiene in the rooms, an internal ban on electronic cigarettes, vapes, and heat-not-burn devices is also in effect.
• Fine: In case of a violation (smoking or using electronic devices in the room), a fee of €46.00 will be charged for extra cleaning, textile washing, and odor removal. Smoking is allowed only on the balconies, where ashtrays are provided.
• Electrical Appliances: For fire safety reasons, the use of personal hotplates, heaters, irons, and electric stoves in the rooms is strictly forbidden. Ensure all appliances are turned off before leaving the room.

LIABILITY AND PROPERTY DAMAGE

• Care of Property: Guests are required to treat the furniture, building, and courtyard area with the care of a responsible custodian.
• Compensation: All damage, shortages, or losses caused during the stay are fully covered by the guests and must be paid immediately at the reception at market prices.
• Forgotten Items: Forgotten belongings are stored at the hotel for up to 1 month. Shipping them back is done via courier at the owner's expense.

24/7 ASSISTANCE AND CARE

• Emergency Contact: For any need or emergency, our team is available 24/7 via internal phone extension 9. Follow staff instructions in any emergency situation.
• Child Safety: Please do not leave children unattended. For their safety, it is recommended that children under 12 use hotel elevators only when accompanied by an adult.

FIRE SAFETY AND NATURAL DISASTERS

• Fire Safety: The hotel features a modern fire alarm system. Please review the evacuation plan located on the back of your room door. In case of a fire alarm:

    - Stay calm and leave the room immediately.

    - Use the nearest emergency exit.

    - Do not use the elevators.

    - Follow the instructions of the staff.

• Natural Disasters: Stay calm and follow staff instructions. Avoid panic and remain where you are. Hotel staff will guide you to the nearest safe exits.

Full information about additional services, amenities, guidelines, and hotel instructions can be found in the digital guest directory (QR code) in your room, at the reception, or on the Hotel Information in our website.