1.1. You can make a reservation for SPA Hotel Calista in one of the following ways:
• Write to us at e-mail: office@spahotelcalista.com;
• Send an inquiry through the contact form on our website;
• Reserve through our reservation system;
• Call us at: +35941112980 ; +359884448289;
• Visit the hotel in person.
1.2. Once we receive and process your request, we will contact you to confirm the availability of accommodation.
1.3. A confirmation of your reservation will be sent to the e-mail address you provided. It will include the type and number of reserved rooms, check-in and check-out dates, the number of adults and children specified in the reservation request, the meal plan, and the total amount due.
1.4. At the hotel's discretion, a guaranteed deposit may be required, which must be paid prior to arrival, amounting of 50 (fifty) % of the total reservation amount. Payment from your side is expected within 3 (three) working days after receiving our e-mail (unless another term is agreed between the parties). The remaining balance of your reservation is payable on the day of check-in. In case you wish to cancel a reservation for which a guaranteed deposit has been paid, penalties apply as described in the cancellation policy below.
1.5. If a deposit is required in advance, your reservation is valid but is considered finally CONFIRMED only after the specified payment is made for the specific request and confirmation of received payment is sent by e-mail.
1.6. If payment is not made within the described period, the hotel reserves the right to cancel the reservation.
2. CANCELLATION POLICY
2.1. You can cancel your reservation in one of the following ways:
• Write to us at e-mail: office@spahotelcalista.com
;
• Cancel directly through our reservation system;
• Notify us via the contact form on our website.
2.2. Cancellation of a confirmed reservation up to 3 (three) days before arrival is free of charge, except for reservations made under special holiday packages, which include additional specified booking and cancellation terms. For cancellations made less than 3 (three) days before the check-in date, the penalty is 100% of the prepaid deposit.
2.3. SPA Hotel Calista reserves the right to cancel a confirmed and paid reservation in case of force majeure and other reasons beyond the control of the hotelier. In such cases, the hotel:
• Offers the client accommodation for another period under the same conditions and prices;
• Refunds the client’s deposit within 30 (thirty) days from the date of receiving a written request, without charging a penalty.
3. ACCOMMODATION TERMS
3.1. Check-in and check-out times:
• Check-in every day after 15:00
• Check-out until 12:00
3.2. For late check-out, the first overdue hour is charged at 10 (ten) % of the nightly rate, the second hour at 50 (fifty) %, and the third and subsequent hours at 100 (one hundred) %. Reservations are held until 24:00 on the day of arrival.
3.3. Pets are strictly prohibited.
3.4. Accommodation at the hotel requires presentation of personal identification documents. Your provided data is protected under the Personal Data Protection Act and regulations governing information protection and is processed only in connection with compliance with the Tourism Act requirements. Please refer to the PRIVACY POLICY OF CLIENTS OF “KeyBi Group” LTD (section “Privacy Policy”).
4. PAYMENT METHODS
• Cash at the hotel
• Debit or credit card at the hotel
• For advance payments for reservations – Bank transfer to the following bank account under the name KeyBi Group LTD:
Bank: PROCREDIT BANK
BIC: PRCBBGSF
IBAN: BG49PRCB92301025738816
5. RIGHTS AND OBLIGATIONS OF THE PARTIES
5.1. SPA Hotel Calista undertakes to provide the client fully with the services requested and paid for.
5.2. SPA Hotel Calista undertakes not to change the price of the services requested by the client, except in exceptional cases when economically justified.
5.3. SPA Hotel Calista is not responsible for damages caused by third parties.
5.4. All complaints regarding the quality of paid services must be submitted by the client on-site at the hotel for resolution. Complaints must be made in writing. If claims are not satisfied, the client should request the responsible person to draft a report. Within 3 (three) working days after its drafting, the client will receive an official response from hotel management.
5.5. Amounts for requested but unused services, in whole or in part due to the client, are non-refundable.
5.6. All prices listed on SPA Hotel Calista’s website, as well as in e-mail communications sent to the client, are in Bulgarian lev with VAT and tourist tax included. In some cases, they may be linked to other offers, promotions, and conditions. For additional information regarding our offers, our team is available.
5.7. Costs for additional services are not automatically included in the final price and must be paid separately at the hotel.
5.8. The hotel is not responsible for lost, forgotten, or stolen items from rooms, restaurants, or the spa center stored outside the personal safe, nor for damages caused by third parties.
5.9. The client is responsible for observing generally accepted standards of good behavior during their stay. All costs for material damages caused to the hotel are borne by the client.
5.10. Smoking is prohibited in SPA Hotel Calista rooms, according to national legislation. In case of violation, the hotel reserves the right to charge a fee of BGN 150.00 without prior notice.
5.11. Clients using SPA Hotel Calista services must be adults according to Bulgarian law /aged 18 (eighteen) or older/. Children are admitted only if accompanied by their parents or legal guardians. Clients must not leave children unattended on the hotel premises.
5.12. SPA Hotel Calista reserves the right to change the information on this page and the Terms and Conditions at any time. Although all efforts are made to provide accurate information, this cannot always be guaranteed.
5.13. By making a reservation, the client is deemed to have read and agreed to these Terms and Conditions. Reservations made by phone, e-mail, or via our website constitute a contractual relationship. Payment made is considered acceptance of the hotel’s Terms and Conditions.
5.14. For all disputes and legal issues not covered by these Terms and Conditions and Privacy Policy and arising in connection with the use of the website www.spahotelcalista.com
, the mandatory legal provisions of the Republic of Bulgaria apply.