Terms and conditions

1. Payments

We accept Visa and Mastercard payments.
The hotel does not store any card details. All card information is entered directly into the secure payment platform of DSK Bank.

Payment Methods:

1.1. Bank transfer
Payment must be completed within the deadline specified after reservation.
1.2. On-site payment
Cash or debit/credit card at reception:

  • Accepted cards: Visa, Mastercard
  • Security systems: Verified by Visa, Mastercard SecureCode
  • Maximum card transaction amount: EUR 5,112.62

SMART STAY VELIKO TARNOVO
2 Kozlodzha Street, Veliko Tarnovo, Bulgaria

 

2. Prices

All prices displayed on the website are:

  • In EUR
  • Per room per night
  • Inclusive of VAT, tourist tax, and insurance fee

If prices are shown in other currencies, they are for informational purposes only.

 

3. Reservation Confirmation

  • An online reservation is considered confirmed after successful payment through the bank payment form
  • A confirmation voucher appears immediately after booking and is sent to the provided email address
  • We recommend printing and saving the reservation confirmation

 

4. Cancellation Policy

4.1. Standard Cancellation

  • Free cancellation up to 1 calendar day before arrival
  • Refunds are processed within 10 business days
  • Refunds for online card payments are returned to the same card

4.2. Late Cancellation or No-Show

  • Cancellations made less than 1 day before arrival: 100% of the total amount is charged as penalty
  • In case of no-show, the hotel reserves the right to retain the full amount

4.3. Non-Refundable Rates
Certain rates may be marked as non-refundable. In such cases, the prepayment (full or partial) will not be returned in case of cancellation or no-show.

 

5. Reservation Modifications

Changes to reservations paid upon arrival may be made only via the Booking Engine using the link provided in the confirmation email.
Reservations paid in advance cannot be modified and may require cancellation and rebooking under the applicable cancellation terms.

 

6. Cancellation Procedure

To avoid misunderstandings, cancellations must be made through the Booking Engine using the cancellation link and password provided in the confirmation email.
If technical issues prevent cancellation, please contact our reservations department directly.
Refund timelines may depend on internal bank procedures.

 

7. Privacy and Data Protection

Your privacy is important to us.
SMART STAY VELIKO TARNOVO does not sell, publish, or trade personal data.
Personal data may be disclosed only in cases of:

  • Legal obligation or court order
  • Compliance with government authorities
  • Fraud prevention and credit risk protection

By accepting these Terms, the customer agrees to the collection and processing of the following data:

  • First and last name
  • Email address
  • Phone number
  • Nationality

Data is used solely for:

  • Reservation processing
  • Issuing invoices and accounting documents
  • Service quality feedback

Customers may unsubscribe from marketing communications at any time.

 

8. Liability

All accommodation information, descriptions, services, and prices are provided with high accuracy. However, typographical errors may occur.
The hotel is responsible for the accuracy of the information published in the Booking Engine.
By using the Booking Engine, you agree to these Terms and Conditions. If you do not agree, please discontinue use of the reservation system.

 

9. Contact Information

SMART STAY VELIKO TARNOVO
2 Kozlodzha Street, Veliko Tarnovo, Bulgaria
office@smartstayvt.com
+359 884 838 083

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