For online reservations at Natura All Seasons Boutique Hotel, Burgas, through the hotel’s website:
1.1. Room reservations can be made by clicking the “Book” button on the hotel’s webpage https://hotelnatura.bg/. You will be directed to the online booking form where you need to provide details for the following: period, number of nights, number of rooms, number of adults, children up to 11.99 years, and infants from 0 to 1.99 years. After filling out the information, the available room options, types of offers, and corresponding prices will be displayed. Once you’ve selected the desired offer, you’ll need to enter your personal information to complete your booking: first name, last name, email address, and payment method: bank transfer or credit card. To guarantee the booking with a credit card, the following details are required: credit card number, card expiration date, cardholder’s name, and Card Security Code (CVC). Please review your booking details, familiarize yourself with the terms, and if you wish to proceed, check the “I accept the terms and conditions” box and click “Confirm and Book.” Your reservation is now made, and a confirmation will be sent to the provided email address.
2.1. Natura All Seasons Boutique Hotel, Burgas is committed to providing the services requested and paid for by the client through an online reservation based on the information provided by the client in the booking form: client’s name, period, number of nights, number of adults and children up to 11.99 years, regular and extra beds, and price per night. Guests aged 12 or older are charged as adults. The “Remarks” field in the booking form is non-binding for Natura All Seasons Boutique Hotel, Burgas, and any special requests made in this field will be accommodated subject to availability.
2.2. The prices at Natura All Seasons Boutique Hotel, Burgas are displayed in BGN (Bulgarian Leva) and include 9% VAT, tourist tax, and hotel insurance. The total amount due by the client for the booking is calculated automatically based on the number of days, number of adults and children (according to their age), and the current price offer for the respective period. The booking made and paid through the online reservation portal is guaranteed by the respective advance payment according to the offer. Please note that reservations are not considered guaranteed without advance payment as per the offer conditions, and guests will not be accommodated without payment. Natura All Seasons Boutique Hotel, Burgas reserves the right to change prices and special offers on its website without prior notice. For already made, confirmed, and paid reservations, the amount due will not change, regardless of any new pricing offers.
2.3. At the hotelier’s discretion, a deposit amount may be required as a guarantee, payable in advance by bank transfer or debit/credit card. Payment from your side must be made within the time frame specified in the booking conditions. The remaining balance of your total reservation is payable on-site at the hotel.
In the case of payment by bank transfer, please ensure to include the reservation number, the name of the reservation holder, and the dates of stay as the payment reference.
For package and holiday offers, at the hotelier’s discretion, a deposit of 100% of the total reservation amount may be required as an advance payment before check-in. Payment must be made within the period specified in the booking conditions.
Once the advance payment is received, your reservation is valid and considered confirmed.
In case of non-payment within the specified booking conditions, the hotel reserves the right to cancel the reservation.
IMPORTANT!
If you encounter any issues with booking or payment through the reservation portal of Natura All Seasons Boutique Hotel, Burgas, please contact our team at +359 886 76 72 76 or address your inquiries to e-mail: reservations@hotelnatura.bg.
3.1. In the event of changes or cancellations of a paid reservation, Eastern European Construction Holding Ltd. withholds the corresponding penalty according to the terms of the booked pricing offer.
3.2. In case of no-show or early departure after the reservation has been paid for, Eastern European Construction Holding Ltd. retains 100% of the reservation amount as a penalty.
3.3. In cases of force majeure circumstances requiring cancellation or changes to the reservation, appropriate documents and evidence must be provided. Refunds for amounts paid are at the discretion of Natura All Seasons Boutique Hotel, Burgas. Refunds by Eastern European Construction Holding Ltd. will be processed via bank transfer to the account used for the reservation payment. Refunds will be made within 30 days of cancellation.
3.4. When purchasing a gift voucher, it is possible to change the voucher’s validity date or the name of the user up to 10 days before its expiration by submitting a written request. No refunds will be made for paid vouchers.
4.1. General Rules
These rules are developed based on Bulgarian legislation. A video surveillance system is installed in common areas and hotel venues. By using the hotel services, you agree to the surveillance.
Natura All Seasons Boutique Hotel, Burgas guarantees the confidentiality of the provided information and personal data.
The hotel administration may terminate the provision of services to guests who violate the rules and policies of the hotel.
4.2. Check-in and Stay Rules
4.2.1. Upon arrival, the guest is required to present an ID for registration.
4.2.2. Room equipment is checked before check-in and after check-out.
4.2.3. Guests are responsible for any damages and missing items in the rooms they occupy. Any damage will be charged to the guest.
4.2.4. Forgotten items by guests will be kept for 6 months. Shipping costs for returning items are covered by their owners.
4.3. Check-in/Check-out Time
4.3.1. Check-in is after 14:00, and check-out is no later than 12:00.
4.3.2. If you wish to extend your check-out time, please contact Reception for confirmation and availability.
5.1. The hotelier is obliged to provide the standard tourist services for a “four-star” category, paid for by the User.
5.2. The hotelier has the right to refuse an accepted reservation without bearing any responsibility if the User does not make full payments within the established deadlines.
5.3. The User is obliged to: 5.3.1. Pay the full amount for the reservation within the established deadlines; 5.3.2. Comply with the laws of the Republic of Bulgaria and the Hotel’s internal rules.
6.1. The hotelier is not responsible to the User in the event of force majeure circumstances such as: illness, epidemics, natural disasters, strikes, military actions both in the Republic of Bulgaria and abroad that threaten people’s safety or restrict their ability to travel, government decisions, interruptions in water supply, electricity supply, and other services from external providers over which the Hotel has no control, as well as any other unforeseen or unavoidable extraordinary events occurring after a reservation has been made, which cannot be avoided by the Hotelier and its contractors with due diligence in fulfilling their obligations.
6.2. The hotelier is responsible only for events occurring within the premises of the Hotel and is not liable for any consumption of food and drinks by the User outside the designated areas of the Hotel, nor for activities outside the Hotel that differ from the usual ones within the Hotel premises.
6.3. The hotelier bears no responsibility for any claims by the User that were not reported during their stay at the Hotel or are not confirmed by the medical team serving the Hotel, or are not proven in a clear and undeniable manner to have occurred directly as a result of a deliberate action or omission by the Hotel’s staff.
6.4. The hotelier may seek liability from the User in the event of actions that could harm the personal dignity of the Hotel staff, the Hotel’s reputation, or its property.
6.5. The hotelier is not liable and owes no compensation or penalties if, due to unruly behavior by the User or violation of the internal rules of the Hotel, services were refused or the User was entirely removed from the Hotel premises. This will be documented with a report by on-site personnel or other guests.
6.6. The hotelier bears no responsibility for services chosen, independently organized, and paid for by the User during their stay at the Hotel.
6.7. The hotelier is not responsible for damages caused to the User during their vacation by criminal actions of third parties, including theft of the User’s belongings or luggage. In such cases, the Hotelier will assist the User in completing the formalities for reporting the criminal act, as long as this does not disrupt the usual vacation experience of the other hotel guests.
6.8. The hotelier bears no responsibility and does not compensate the User if they cancel the use of certain services, or for any reason deviate, fail to appear, or arrive later than the announced time and therefore do not receive certain services.
7.1. All disputes regarding the execution of services arising from the made reservation will be resolved by mutual agreement of the parties. In the event that an agreement cannot be reached, they will be referred to a competent Bulgarian court.
7.2. In case facts of non-fulfillment or inaccurate fulfillment of the standard services provided are established during the User’s stay at the Hotel, the User is obliged to immediately and in writing submit their claim to the Hotelier and request and receive a document certifying the submission of the claim, in order to take timely measures that satisfy all interested parties.
8.1. Iztochnoevropeiski stroitelen holding LTD is a data controller within the meaning of the Personal Data Protection Act. When you provide your personal data, this is done in accordance with the requirements of the Tourism Act and the related sub-legislative regulations. Your personal data will be used only for the purposes provided for in these regulations. You have the right to access your personal data at the following address: Burgas, Sarafovo district, Albatros St. No. 2, “Marketing and Reservations” department, email: reservations@hotelnatura.bg.
8.2. The personal data provided by you are processed and stored in both electronic and paper format. Your personal data is duly protected with reliable methods and means.
9.1. Visitor Policy Guests are not allowed to invite visitors to their room. If there is a visitor who is not registered and must stay in the room, they must register by presenting a passport or ID card. The hotel is not responsible for any criminal activity related to unregistered visitors.
9.2. Pet Policy
Our pet policy does not allow pets in public areas, restaurants, bars, the spa center, and conference rooms.
9.3. Smoking Policy
The entire hotel building, including rooms and suites, is non-smoking. We appreciate your cooperation with our smoking policy and reserve the right to charge a cleaning fee of 200 euros for any guest violating this policy. We offer several designated smoking areas, including a hall in the dining facility. The main smoking area is located in front of the main hotel entrance.
9.4. Candle, incense, and essential oil policy candles, incense, and essential oils (diffusing, evaporating, etc.) are prohibited for use in the Hotel’s rooms. The use of these items will be treated as smoking, a fine of 200 euros will be imposed, and the guest may be evicted without a refund.
9.5. Cooking, cooking appliances, combustible materials, or fireworks policy the safety of our guests, staff, and Hotel is of utmost importance to us. Cooking in guest rooms using any type of cooking appliances is prohibited. A minimum fee of 200 euros will be charged for cooking in the room, including but not limited to the use of hot plates, toaster ovens, kettles, rice cookers, flammable substances, open flames, grills, burners, heating devices, or other items intended for cooking. Open fires, flames, or charcoal or gas grills, and fireworks are not allowed anywhere in the hotel. Please always order food and coffee from room service or the restaurant. If any damage to hotel property occurs, the guest is responsible for fully covering the cost of the items.
9.6. Surveillance Policy
Closed-circuit television (CCTV) cameras monitor the hotel’s premises. All information is recorded, checked on digital media, and stored. Video surveillance is conducted to ensure the safety of guests, their property, and the hotel’s property. By signing the registration card upon check-in, guests acknowledge and agree to the use of a video surveillance system in the hotel’s premises (excluding the rooms).
9.7. Firearms Policy
The hotel prohibits any guest or client from carrying firearms, ammunition, knives, or weapons of any kind within the hotel’s premises. This policy applies to all firearms, whether it is a handgun or a long-barreled weapon. Guests who do not comply with these rules will be asked to leave the hotel.
9.8. Luggage Storage Policy
Depending on occupancy, guests may store their luggage at their own risk for loss or damage for any reason in the luggage room. The hotel reserves the right to refuse storage. Luggage storage is only permitted for items belonging to guests arriving at the hotel with a confirmed reservation or who have had a reservation and have checked out of their room. It is not permitted to store luggage or items of guests from other commercial establishments in the luggage storage room.
9.9. In-Room Safe Policy
The hotel is not responsible for damage or loss of money, valuables, securities, jewelry, and other items of the guest that are not stored and locked in the safe provided in the guest’s bedroom.
9.10. Lost and Found Policy
In the event of discovering forgotten items of a guest, the hotel will immediately notify the owner if known. Forgotten items are stored in the hotel for six months from the date they are found. After this period, and if the owner of the forgotten items is not found, the hotel has the right to use, dispose of, or destroy the items.
9.11. Dangerous Goods Policy
It is prohibited to bring and/or store raw or exposed cinematographic films, or any other items of a combustible or hazardous nature, and/or prohibited goods, and/or goods of a suspicious nature.
The guest is personally responsible to the management, other guests, and employees for all financial or other losses and damages that may be caused by such items or due to their own negligence and non-compliance with any instructions.
Gambling (except in the casino), smuggling, prostitution, weapons, explosives, flammable items, poisons, drugs, and animals are strictly prohibited in the hotel premises.
9.12. Property Damage Policy
The guest will be responsible for any loss or damage to hotel property caused by themselves, their guests, or any person for whom they are responsible. Damages discovered after check-out—rooms found with scattered waste, in complete disorder, and/or “trashed”—will be subject to a deep cleaning fee of 200 euros and/or third-party charges if necessary.
9.13. Management Rights Policy
It is agreed that the guest will conduct themselves in a respectful manner and will not cause any disturbances within the hotel premises. The management has the right to ask any guest to vacate their room or leave other parts of the hotel immediately, without prior notice and without stating any reason, and the guest is obliged to leave when requested to do so. In case of non-compliance, the management has the right to remove the guest’s luggage and belongings from the occupied room. If the situation escalates and the guest does not comply with this policy, the hotel will call the police.
9.14. Photography and Video Policy
The use of photos and videos taken in the hotel for commercial or public purposes is not permitted. Those who do so will be subject to legal investigation, as the hotel is private property and reserves the right to enforce this policy.
9.15. Right to Refuse Service Policy
“Natura All Seasons Boutique Hotel”, Burgas is privately managed. We reserve the right to refuse service to anyone for any reason(s), and this does not violate the laws of the Republic of Bulgaria. The hotel has a zero-tolerance policy, whereby we will refuse service or accommodation in our hotel or may remove a person who refuses to comply with reasonable standards and policies established by the Republic of Bulgaria and hotel management. The hotel will refuse service or evict a guest who:
9.16. Illness and epidemics policy
The hotel reserves the right to refuse accommodation to a guest arriving with a contagious disease. If illness occurs during the stay, please notify the reception staff. In case of serious illness, you may be asked to seek appropriate medical care from a nearby healthcare facility. During epidemics, we have the right to implement precautionary measures at our discretion or as required by local authorities. We may charge you a cleaning fee for the room as we deem appropriate under the circumstances.
9.17. Parking at own risk
All vehicles must be registered at check-in. All vehicles are parked at the owner’s risk. The hotel assumes no responsibility for any vehicles, passengers, or contents while they are transported or parked at the hotel. If a vehicle is left in the hotel’s parking lot after the guest has departed and without the hotel’s written consent, the hotel reserves the right to tow the vehicle at the owner’s expense. Vehicle repairs are not permitted on the hotel premises.
9.18. In-Room party policy
The hotel enforces a policy prohibiting parties in rooms to ensure that we can always protect the hotel and our guests. No parties or loud noises are allowed or tolerated in the hotel premises. In case of disturbance, a polite request (warning) will be made to reduce the noise. If our request is not complied with, the guest will be asked to leave the hotel without a refund. Registered guest(s) are responsible for all visitors. If the in-room party policy and warnings are ignored, a fee of 250 euros may be applied to the guest’s account. For the comfort and convenience of all guests, the hotel has a quiet hours policy between 22:00 and 08:00. We ask our guests to respect their neighbors and not gather in corridors or public areas where noise will disturb others. All noise complaints that have resulted in guest compensation will be charged to the room of the guest whose noise caused the complaint.
