2.1. Reservation rules

The reservation is made by phone, by email, through the Hotel's website or through an authorized external reservation platform.

When booking, the Client provides the following data:

• first and last name
• telephone
• check-in date
• departure date
• number of guests
• room type
• special requirements

The hotel will confirm the reservation via email as soon as possible.

2.2. Payment methods

• Bank card (debit/credit) — online or at reception
• Bank transfer
• In cash at reception upon check-in (only for certain tariff plans)

2.3. Deposit and payment terms

Standard booking:

A deposit of 30% of the total amount is required within 5 days of confirmation. The balance of 70% is paid at the reception upon check-in. For reservations made up to 5 days prior to arrival, no deposit is required.

Non-refundable rate:

Full payment is required within 2 days of confirmation. The reservation is non-cancellable. In case of cancellation or no-show, the full amount is due and non-refundable.

2.4. Accommodation conditions

• Check-in: after 3:00 PM.
• Check-out: until 12:00.
• Upon check-out, the guest is obliged to pay for all services used by him on the territory of Grand Hotel Pomorie in full.
• Early check-in (after 10:00): €50 / BGN 97.80 per room; €70 / BGN 136.91 per apartment — only if a room is available and prior confirmation is required
• Late check-out (12:00–16:00): €50 / BGN 97.80 per room; €70 / BGN 136.91 per apartment; after 16:00 — the cost of a full night's stay

2.5. Changes to a reservation

Changes to a confirmed reservation are allowed depending on the rate plan and payment method. Changes affecting the amount of the prepayment are not allowed. We recommend canceling the old reservation and creating a new one after reviewing the Cancellation Policy.

PART 3: CANCELLATION AND RIGHT OF WITHDRAWAL

3.1. Cancellation for a standard reservation

The reservation can be cancelled free of charge up to 5 days before the check-in date. If cancelled less than 5 days before arrival, the deposit is non-refundable.

3.2. Cancellation for non-refundable rate

The reservation is non-cancellable. In case of cancellation or no-show, the full amount of the reservation is due.

3.3. Early departure

For standard bookings (non-refundable): In case of early departure from the previously requested period of the reservation, a penalty of the amount of the overnight stay on the day of departure is due. The remaining amount paid upon check-in, if any, is refunded to the guest via bank transfer within 14 days of the date of departure.

For non-refundable rates: No refund will be given for early departures. The full amount of the reservation is due regardless of the departure date.

3.4. Right of withdrawal

In accordance with Art. 57, para. 1, item 12 of the Consumer Protection Act (CPA) and Art. 16, b. l of Directive 2011/83/EU, the 14-day right of withdrawal does NOT apply to accommodation contracts concluded for a certain period. The consumer is aware of this circumstance when making the reservation.

3.5. Cancellation by the Hotel

In case of force majeure circumstances, the Hotel reserves the right to cancel the reservation, immediately notifying the User and refunding the full amount paid within 14 days.

PART 4: PERSONAL DATA PROTECTION AND PRIVACY POLICY

4.1. Privacy Policy

We at Grand Hotel Pomorie strive to offer exceptional products, services and experiences. We value your loyalty and the confidentiality of your personal data. This statement describes our practices, consistent with REGULATION (EU) 2016/679 (GDPR) and the Personal Data Protection Act of the Republic of Bulgaria.

4.2. Personal data administrator

SPA HOTEL POMORIE AD — GRAND HOTEL POMORIE

• BG102948767
• Pomorie 8200, 5 Prof. Parashkev Stoyanov Street
• reservations@grandhotelpomorie.com
• +359 885 88 20 10

4.3. What personal data do we collect?

We collect only the minimum amount of personal data necessary for the specific purpose:

• Identification data: three names, citizenship, date of birth
• Contact details: email address, phone number, address
• Reservation details: dates, room type, number of guests, special requirements
• Payment information: payment method; full card numbers are not stored
• Technical data: IP address, cookies, according to the Cookie Policy
• Registration data: legally required data upon check-in according to the Tourism Act
• Video recordings of public places in the complex, according to the Private Security Activities Act

Therapy charts and medical documents are not stored by us - they are solely in your possession and control. Data about your health condition is used only within the current therapy session.

Grand Hotel Pomorie does not provide personal data outside the territory of the Republic of Bulgaria.

4.4. Purpose and legal basis for processing

• Contract performance: processing reservations and providing accommodation
• Legal obligation: accounting and tax purposes, tourist tax, guest registration
• Legitimate interest: improving services, ensuring security
• Consent: marketing communications (can be withdrawn at any time)

4.5. Shelf life

• Accounting documents: 10 years (legally required)
• Guest data: 3 years
• Reservation data without accommodation: 1 year
• Videos: up to 30 days, then deleted

4.6. Personal data obtained from third parties

For reservations made through tour operators, travel agents or event organizers, these parties have contracts with us for joint processing or contracts for the processing of personal data, in full compliance with Regulation (EU) 2016/679.

4.7. Sharing of personal data

We only share personal data for overlapping purposes or with your explicit consent, with service providers and business partners with whom we have data protection agreements. Sharing with government authorities is only in legally regulated cases.

4.8. Marketing communications

With your consent, we may send marketing messages about offers, news and events via email, SMS, WhatsApp, Viber or social networks. You can withdraw your consent at any time without affecting the lawfulness of the processing prior to the withdrawal.

4.9. Your rights

• Right to access and copy your personal data
• Right to correct inaccurate or outdated data
• Right to erasure (right to be forgotten) for data processed on the basis of consent
• Right to restriction of processing
• Right to data portability
• Right to object to processing
• Right to withdraw consent at any time
• Right not to be subject to automated decisions without human intervention

To exercise your rights: reservations@grandhotelpomorie.com

4.10. Responsibility of the administrator

Pursuant to Article 24 of Regulation (EU) 2016/679, Grand Hotel Pomorie implements appropriate technical and organizational measures to ensure the lawful processing of personal data and is able to demonstrate compliance with them.

PART 5: ALTERNATIVE DISPUTE RESOLUTION AND CONTACTS

5.1. Complaints and claims

In the event of a dispute related to the services provided, the User may contact the Hotel:

• +359 885 88 20 10 / +359 886 32 44 44
• +359 596 2 88 88 / +359 889 20 66 66
• reservations@grandhotelpomorie.com

The hotel undertakes to respond to any complaint within 30 days.

5.2. Consumer Protection Commission (CPC)

In case of unresolved disputes, the User may contact the Civil Procedure Code:

• Sofia, Slaveykov Square No. 4A, floors 3, 4 and 6
• 0700 111 22 (at the price of 1 local call)
• www.kzp.bg

5.3. Commission for Personal Data Protection (CPDP)

In case of suspected violation of your personal data protection rights:

• Sofia, 2 Prof. Tsvetan Lazarov Blvd.
• www.cpdp.bg
• 5.4. Online Dispute Resolution (ODR) Platform

According to Regulation (EU) No 524/2013, EU consumers can use the platform at: https://ec.europa.eu/consumers/odr/

5.5. Applicable law and changes

These General Terms and Conditions are governed by the legislation of the Republic of Bulgaria. All disputes not settled by mutual agreement shall be referred to the competent court at the registered office of the Hotel.

The hotel reserves the right to amend these General Terms and Conditions. The amendments shall enter into force on the date of their publication. Reservations made prior to the amendment shall be governed by the conditions in force at the time of the reservation.

Last updated: March 2026.

SPA HOTEL POMORIE AD — GRAND HOTEL POMORIE