Visitor Policy

Guests at Best Western Premier Plovdiv Hills are welcome to invite visitors to their room. Each visitor must be registered at the reception by presenting a valid identification document (ID card or passport). Please note that the hotel is not responsible for any situations or incidents arising from the presence of unregistered visitors.

 

Terms and Conditions for Website Use and Online Payments

These Terms and Conditions govern the relationship between users and “Plovdiv Hills 2019” Ltd. in connection with the use of the website https://hotelpremierplovdiv.com/ and the execution of online payments through it.

 

Company Information:

Company Name: Plovdiv Hills 2019 Ltd.

Company Registration Number (UIC): 208289039

Registered Office and Business Address: 127 Brezovsko Shose St., Plovdiv

Legal Representative: Yusein Yusein

Contact Phone Number: +359 882 511 517

Email: gm@hotelpremierplovdiv.com

 

Reservations and Payments:

Payments are made by bank cards through a secure payment system. The user agrees to the payment, cancellation, and personal data protection terms before completing a transaction.

 

Reservation Cancellation:

A reservation can be canceled no later than 14 days before the check-in date – 30% (thirty percent) of the reservation amount will be retained. For later cancellations or no-shows, the full amount of the reservation will be charged.

In accordance with the requirements of international card organizations and the General Terms and Conditions for card payment services via a POS terminal of UniCredit Bulbank, in the event of an order cancellation related to goods/services purchased by a user with a bank card, the merchant must refund the corresponding amount exclusively through a credit transaction to the same card that was originally used to pay for the specific goods/services.

 

Resolution of Payment Disputes:

All payment-related disputes are handled by the merchant. The user may submit a complaint to the provided email address, including the transaction details. If necessary, the dispute will be resolved through legal proceedings in the Republic of Bulgaria.

 

Privacy and Personal Data Protection Policy:

The company collects and processes users’ personal data in accordance with the Personal Data Protection Act and the General Data Protection Regulation (EU) 2016/679 (GDPR). The data is used solely for the purpose of processing reservations and communicating with the client. It is not shared with third parties, except when required by law.

 

Acceptance of Terms:

Before completing the payment, the user must confirm that they have read and accept these Terms and Conditions and the Privacy Policy by selecting the appropriate checkbox.

 

Synchronization:

The content of this page must match the content on the homepage, the footer links, and all sections where payment terms and personal data policies are displayed.

Pet Policy

Guests who wish to stay with pets must notify Best Western Premier Plovdiv Hills in advance.

The hotel accepts dogs and cats weighing up to 20 kg. For other types of pets, prior approval from management is required.

A one-time fee applies for the entire stay when accommodated with a pet.

For more information, please refer to the detailed Pet Accommodation Policy.

 

Smoking Policy

To ensure a comfortable and healthy environment for all guests, the entire Best Western Premier Plovdiv Hills property, including rooms and suites, is designated as a non-smoking area. We appreciate your cooperation and understanding regarding this policy.

Please note that violations of this policy may result in appropriate actions by the hotel, including the charging of additional cleaning fees.

For guests who wish to smoke, designated outdoor areas are available, including the space in front of the hotel’s main entrance.

 

CCTV & Surveillance Policy

On the premises of Best Western Premier Plovdiv Hills A CCTV surveillance system operates on the premises, covering the common areas of the hotel. The recordings are stored and processed on digital media.

The purpose of surveillance is to ensure the safety of guests, their property, and hotel assets.

By signing the registration card upon check-in, guests acknowledge and accept the presence of video surveillance in the hotel’s common areas (excluding guest rooms).

 

Luggage Storage Policy

Best Western Premier Plovdiv Hills offers luggage storage in a designated area, subject to availability.

Please note that luggage is stored entirely at the guest’s own risk, and the hotel is not responsible for any loss or damage, regardless of the cause.

Luggage may be stored for up to 30 days, and the hotel reserves the right to refuse acceptance under certain circumstances.

This service is available only to guests with a confirmed reservation or those who have already checked out of their room. Items from external visitors or guests of other nearby properties will not be accepted.

 

Valuables Storage Policy

For convenience and security, each room at Best Western Premier Plovdiv Hills is equipped with a safe that guests can use to store money, documents, jewelry, and other valuables.

Please use the provided safe to protect your personal belongings.

The hotel is not responsible for the loss or damage of items not stored in the safe.

 

Lost & Found Policy

If items are found, the hotel will contact the owner if they can be identified. Found items are kept for up to 3 months from the date they are found.

Please note that items posing a hygiene risk or danger (such as food, beverages, or hazardous objects) may be disposed of earlier.

After the storage period expires and if the owner cannot be located, Best Western Premier Plovdiv Hills reserves the right to use, discard, or destroy the items at its discretion.

 

Policy on Damage to Hotel Property

Guests are requested to treat the property of Best Western Premier Plovdiv Hills responsibly and with care.

In case of damage or loss caused by the guest, their visitors, or other persons for whom they are responsible, the guest will be liable to cover the cost of the damage.

 

Right to Refuse Access or Services

Best Western Premier Plovdiv Hills is a privately managed property and reserves the right to refuse services or accommodation to any person when necessary and in accordance with the laws of the Republic of Bulgaria. The hotel applies a zero-tolerance policy toward behavior that disrupts the peace, safety, or established standards.

The hotel may refuse access or terminate the stay of a guest who:

• Refuses or delays payment for services rendered
• Is under the influence of alcohol, drugs, or other intoxicating substances and disturbs other guests
• Uses the premises for illegal or unauthorized activities
• Brings weapons, explosives, hazardous, or toxic substances without proper authorization
• Causes damage, threatens, or acts aggressively toward staff, other guests, or hotel property
• Exceeds the maximum allowed number of guests in the room
• Refuses to comply with reasonable hotel rules and policies

 

The team at Best Western Premier Plovdiv Hills is committed to providing a calm, safe, and enjoyable environment for all guests. Thank you for your understanding and cooperation.