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 (Visa, Mastercard): for bookings on this website
• Bank transfer: for bookings by phone or e-mail
• Cash or card at reception: for additional services on site

2.3. Payment terms

Direct bookings (on this website, by phone or by e-mail) are prepaid in full and are non-refundable.

Bookings on this website are paid immediately by card. For bookings by phone or e-mail, the full amount is paid within 2 days of the Hotel's confirmation.

For bookings made through an external platform (for example Booking.com), the payment and cancellation terms shown on the platform at the time of booking apply.

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 per room; €70 per apartment — only if a room is available and prior confirmation is required
• Late check-out (12:00–16:00), if possible depending on the hotel's occupancy: €50 per room; €70 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 of a direct booking

A direct booking cannot be cancelled. In the event of cancellation or no-show, the amount paid is not refunded.

3.2. Cancellation of a booking made through an external platform

The cancellation terms shown on the platform at the time of booking apply.

3.3. Early departure

In the event of departure before the end of the booked stay, the amount paid is not refunded. The full value of the booking is due regardless of the date of departure.

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

БАЛНЕОХОТЕЛ ПОМОРИЕ АД — 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:

• 1 Vrabcha St., Sofia
• 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. Alternative dispute resolution

If the dispute is not resolved with the Hotel, the Consumer may refer it to the General Conciliation Commission based in Burgas, which covers Burgas Province. The procedure is out-of-court, voluntary and free of charge for the parties. Information: kzp.bg.

Consumers from other EU countries can find the alternative dispute resolution body in their country in the European Commission's list.

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: 31.10.2026

БАЛНЕОХОТЕЛ ПОМОРИЕ АД — GRAND HOTEL POMORIE