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Effect Grand Victoria Hotel

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Effect Grand Victoria Hotel Chayka District
Sunny Beach 8240

0884333777

https://www.hotelvictoria-bg.com/sales@hotelvictoria-bg.com

General terms and conditions
for booking and paying for hotel accommodation and related services in Effect Grand Victoria Hotel

I. GENERAL

1. About us and our services

1.1. Effect Grand Victoria Hotel (the " Hotel ") is a hotel complex that offers hotel accommodation and related services such as the Ultra All Inclusive program, children's animation and entertainment, etc. (hereinafter referred to as the " Services "). The hotel is located at the address: Sunny Beach 8240, Chayka District, reception phone: +359 554 25600; +359 886 855 998 (available 24 hours every day in the period 01.05 - 30.09), phone for reservations: +359 884 333 777 (available every working day in the interval 08:30-16:30), e-mail: sales@hotelvictoria-bg.com. Detailed information about us and our services can also be found on our website: www.hotelvictoria-bg.com/en/

1.2. The hotel is operated by "Effect 3 Holidays" EOOD, registered in the Commercial Register with Unique Identification Code 131458726, with headquarters and management address in Sofia 1113, Izgrev district, Frédéric Joliot Curie 17, bl. 2, fl. 2, with contact phone +359 2 4 94 90 77 and contact email office@effect-3.bg (hereinafter referred to as "the Company", " we ", " us ", " our " and their derivatives).

2. For these general conditions

2.1. These general terms and conditions (hereinafter referred to as the " General Terms and Conditions ") govern the relationship between the Company and the persons who purchase the services provided by us at Effect Grand Victoria Hotel (hereinafter referred to as "the Client ", "the Clients ", " you ", " your ", " your " and their derivatives).

2.2. The General Terms and Conditions govern the conditions under which our Customers can book and pay for the services we offer at the Hotel, as well as the conditions for accommodation and stay at the Hotel, which are valid for both the Customers and those persons accompanying them during their stay.

2.3. These General Terms and Conditions do not exclude the settlement of individual aspects of the use of the Services through instructions, rules, messages and other content that is presented (visualized) to the Customer in accordance with the requirements of the applicable legislation before the latter makes a reservation and/or purchases our Services.

2.4. By accepting these General Terms and Conditions, the Client accepting the General Terms and Conditions agrees that the contractual relations between him and "Effect 3 Holidays" EOOD regarding the purchase and use of the Services shall be governed by the General Terms and Conditions thus accepted.

2.5. Before accepting the General Terms and Conditions, respectively before purchasing Services, Customers should carefully familiarize themselves with the entire text of the General Terms and Conditions and the important information contained therein.

II. RESERVATION AND PAYMENT OF THE OFFERED SERVICES

3. Reservation request

3.1. You can make a reservation request at Effect Grand Victoria Hotel in one of the following ways:

3.1.1. by phone at: +359 884 333 777.

3.1.2. by email at: sales@hotelvictoria-bg.com.

3.1.3. through the Hotel's official website: www.hotelvictoria-bg.com/en/

3.1.4. on site at the Hotel, bearing in mind that the Hotel has a seasonal nature and is open in the period 01.05 - 15.10.

3.2. When making a reservation inquiry, you are required to provide information on guest names, length of stay, number of nights, number of adults and children, as well as their ages and an email address to send our offer to, unless you are sending the inquiry by email or if you make an inquiry on the spot at the Hotel.

3.3. In case you choose to make a reservation request through the Hotel's official website, you must fill in the mandatory fields that will appear on the screen: period of stay, number of adults and children, age of the children at the date of check-in, desired room and follow the steps indicated there, as well as confirm that you accept these General Terms and Conditions and the Notice for the processing of personal data, which are uploaded on the Hotel's website.

4. Booking and contract process

4.1. You can make an inquiry about booking on spot in the Hotel, and if there is consent from both parties, we will conclude a contract with you on the spot in the Hotel.

4.2. You can also make a reservation request in any of the ways specified in art . 3.1.1 , 3.1.2 or 3.1.3 ., according to the booking and contract process described below.

4.3. After we receive your reservation request under Art. 4.2 and if we can fulfill the requirements for your stay specified therein, we will send you our invitation to make a reservation for accommodation at the Hotel to the email you specified. The invitation to make a reservation prepared by us is valid on the date on which your request for reservation is made. Effect Grand Victoria Hotel reserves the right to change its prices and special offers depending on the currently available vacancies and their demand.

4.4. Requesting a reservation does not guarantee the creation of a reservation and reservation of a room/rooms in the Hotel. Upon your confirmation of our invitation according to Art. 4.3 (essentially this is your proposal to us to enter into a contract), the same should be sent to us by email, after which we should reconfirm the availability and prices, after which you will receive a booking confirmation on the email you provided, which constitutes acceptance and confirmation by us of your proposal (" Final Booking "), from which point it will be considered that a contract has been concluded between us. Our confirmation according to the above sentence is also a confirmation of the distance contract concluded between us according to Art. 49, para. 8 of the Consumer Protection Act. The number of rooms, their type, number of guests (adults and children), arrival and departure dates, as well as the amount due for the stay are described in the Final Booking.

5. Changes to the booking

5.1. Changes to the Final Reservation, including change of names, dates, number of guests, type of room, are accepted up to 14 (fourteen) days before arrival depending on availability and according to the price conditions at the time of receipt of the reservation change request.

5.2. A request to change the reservation is sent to the email specified in art. 3.1.2 above, after which we will send you back information about whether it is possible to make a change to the booking, including if additional amounts need to be paid if the prices change at that time (" Change Information ").

5.3. For the avoidance of doubt, a valid change to the Final Booking will only be deemed to have taken place if we receive from you on the same day that we send you the Change Information, а confirmation that you agree to the Change of Information, and if you pay the additional amounts, if any, are due within 24 hours of receiving the Change of Information sent to you.

5.4. Changes to reservations made on site at the Hotel may also be made subject to the terms and conditions set forth above in this section.

6. Cancellation of reservation

6.1. In case you do not pay a deposit in the amount of 50% (fifty percent) of the total amount due as indicated in Art. 7.3 term below, the contract concluded between us and you will not enter into force and will not give rise to the legal consequences desired by the parties, and your reservation will be immediately canceled by us.

7. Price and payment. Deposit and final payment

7.1. All prices announced on the Hotel's official website are in BGN (BGN) including 9% VAT, tourist tax and insurance. Depending on the language selected when visiting the site, the currency can also be changed and the amount converted according to the official fixing of the BNB (Bulgarian National Bank). The amount due is calculated depending on the number of days, the number of adults and children, the number and category of rooms and the current price offer that is valid on the date on which the reservation request is made.

7.2. You can make all payments due for your stay at the Hotel in the following ways, and all bank and other fees in connection with the payment, if any, are at your expense:

7.2.1. Payment on site at the hotel. You can make this payment in cash in BGN (BGN) or by credit/debit card: Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro. Cash payments on the spot at the Hotel are accepted for reservations with a total value of no more than BGN 9,999. If the total value of the reservation exceeds BGN 10,000, payment should be made by bank transfer to our bank account or by credit/debit card.

7.2.2. Payment by bank transfer. When declaring a wish to pay for a reservation by bank transfer, it is necessary to write down your name and the reservation number as a basis for payment. If the person paying is different from the reservation holder, the reservation number and the name of the reservation holder must be indicated as the basis for the transfer. When paying for more than one reservation, the above information must be provided for each reservation. In case of payments by bank transfer to the below-mentioned account in Euro (EUR), the amount is converted according to the exchange rate of "Eurobank Bulgaria" AD. Payments are made to one of the following bank accounts:

Account holder: "Effect 3 Holidays" EOOD

Bank: "Eurobank Bulgaria" AD

Account in BGN: BG48BPBI79421016666601

Account in EUR: BG30BPBI79421416666601

Bank code: BPBIBGSF

7.2.3. Payment by debit or credit cards, If you choose to make a payment by debit or credit card through the Hotel's official website: www.hotelvictoria-bg.com, our system will redirect you to a virtual POS terminal of "Eurobank Bulgaria" AD. When paying by card, you yourself provide the information from your credit or debit card directly to the bank through which the payment is made, respectively to the BORICA credit and debit card payment service system. We do not collect or store details or data from the credit or debit card used to make the payment. The payment is processed in a secure way through "3D Secure " which is a system for authenticating a cardholder in real time when paying at a virtual POS through a secret password and ensuring maximum security of card payment through any of the following schemes: Verified by Visa, MasterCard Secure Code and secret code of BORICA. As card payments are accepted and processed by a third party ("Eurobank Bulgaria" AD) through its virtual POS terminal, we will not be responsible in the event of fraud or unauthorized use of your credit/debit card by third parties and will not be responsible for charges and other costs associated with challenging unauthorized transactions related to making reservations through our website.

7.3. Within 7 (seven) calendar days from the conclusion of the contract under Art. 4.1 or Art. 4.4 , you must pay a deposit of 50% (fifty percent) of the total amount due for accommodation under the contract. Otherwise, the contract concluded between us will not enter into force and will not generate the legal consequences desired by the parties.

7.4. The remaining part of the full amount due for your stay should be paid by card, in cash or by bank transfer (to our bank account) no later than 14 (fourteen) calendar days before the check-in date. If the full amount of the price for the entire accommodation is not paid within the term of the previous sentence, it will be considered that you renounce your reservation and the accommodation contract between us under the terms of Art. 9.2.3. In such a case, you owe a penalty for your cancellation of the accommodation contract in the amount of 50% of the price of the accommodation under it. This penalty is deducted from the amount paid by you under the contract, and the difference (if any) will be refunded to you according to Art. 9.6 .

III. CONTRACTS CONCLUDED ON-SITE IN THE HOTEL AND CONTRACTS AT A DISTANCE . RESPONSIBILITY

8. Contract concluded on site at the Hotel and Contract at a distance

8.1. Any person can purchase hotel accommodation and related services at Effect Grand Victoria Hotel by entering into a contract with us for the provision of these Services on site at the Hotel or outside it, as indicated above. Any contract that is concluded outside the Hotel and according to the above-mentioned methods of distance communication is a "Distance Contract" within the meaning of Art. 45 of the Consumer Protection Act (CPA).

8.2. The distance contract consists of the terms set out in the Final Offer and these General Terms and Conditions.

8.3. For the conclusion of a Distance Contract, the Customer must:

8.3.1. make a reservation request for the period of stay chosen by him in the Hotel according to the methods indicated above and providing the necessary information as agreed in these General Terms and Conditions;

8.3.2. upon completion of the entire booking process described above, receive the Final Booking from us;

8.3.3. become familiar with and accept these General Terms and Conditions;

8.3.4. confirm his familiarity with the personal data processing notice.

8.4. The distance contract enters into force if the conditions specified in Art. 8.3 above are met and the deposit under Art. 7.3 above is paid on time.

8.5. Every contract concluded at the Hotel consists of our offer and these General Terms and Conditions. The contract, concluded on site at the Hotel, enters into force if the conditions specified in Art. 8.3.3 are met and Art. 8.3.4 above and the deposit under Art. 7.3 above is paid on time.

9. Cancellation of Distance Contract and Contract concluded on site at the Hotel

9.1. The services offered by us are accommodation services that are not intended for living, and when concluding a Distance Contract, a specific date or term for providing these services (period of stay at the Hotel) is agreed upon. In these hypotheses, Art. 57, item 12 of the Consumer Protection Act provides for an exception to the general rule, enabling the consumer to withdraw from a distance contract within 14 days of its conclusion.

9.2. Notwithstanding the above and in case there is an effective contract between us and you (i.e. you have paid in full the sums due for your stay within the terms specified above), you may cancel the contract remotely:

9.2.1. no later than 31 days before the check-in date specified in the Final Booking. In such case, you will be refunded in full the amount you paid without incurring any penalties.

9.2.2. from 31 days to 14 days before the check-in date specified in the Final Booking. In such a case, you owe a penalty for your cancellation of the contract in the amount of 20% of the price of the accommodation under it. This penalty is deducted from the amount paid by you under the contract, and the difference (if any) will be refunded to you according to Art. 9.6 .

9.2.3. less than 14 days before the check-in date specified in the Final Booking. In such a case, you owe a penalty for your cancellation of the contract in the amount of 50% of the price of the accommodation under it. This penalty is deducted from the amount paid by you under the contract, and the difference (if any) will be refunded to you according to Art. 9.6 .

9.3. In case of no-show on the first day of the reservation (No Show) will be deemed to waive your reservation and the accommodation contract between us. In such a case, you owe a penalty for your cancellation of the accommodation contract in the amount of 100% of the price of the accommodation under it. This penalty is deducted from the amount paid by you under the contract.

9.4. Apart from the cases under Art. 7.4 , the cancellation of the Distance Contract must be made in a clear and unambiguous way in written form and originate from the person who is indicated as the holder of the Final Booking. Cancellation of the Distance Contract should be sent to the following email: sales@hotelvictoria-bg.com . When you have specified an email for correspondence pursuant to Art. 3.2 or you have made the booking inquiry by e-mail, the statement of withdrawal from the contract should be sent from the e-mail address so indicated or used.

9.5. In all other cases, beyond the above, sums paid by the Customer are not refunded, including but not limited to shortening the stay at the Hotel.

9.6. Reimbursement of paid sums in the event of exercise of refusal from a Distance Contract as agreed above in this section, is carried out within 30 (thirty) working days in the manner in which we received the payment from you. When the deposit and the rest of the reservation price are paid in different ways, the refund of the entire amount is made only to the bank account specified by you.

9.7. When refunding paid amounts, all transfer costs (bank fees and the like) are for your account and will be deducted from the amount returned.

9.8. For the cancellation of a Contract concluded on-site at the Hotel, the conditions and rules in this section, provided for the Distance Contract, apply.

10. Responsibility

10.1. The limits of our obligations and liability are those defined in the General Terms and Conditions. Determining our duties and responsibilities should be done on a "what's not included is excluded" basis.

10.2. To the extent permitted by law, the Company shall be liable only for intent and gross negligence and shall not be liable for slight negligence. To the extent permitted by law, the Company shall not be liable for lost profits and shall be liable only for damages that could have been foreseen at the time of the occurrence of the obligation on the basis of which the Company take responsibility.

IV. ACCOMMODATION

11. Accommodation conditions

11.1. Check-in at the Hotel is after 15:00 on the first day of the reservation, and Check – out on the day of departure by 11:00.

11.2. If you wish, you can extend your stay in the complex after 11:00. For this purpose, it is necessary to make an inquiry at least one day in advance at the reception to check the possibility based on the availability on the day of departure, applying the rates valid at the specific moment for the "late check-out" service.

11.3. In order to receive all the services of the Ultra All Inclusive package, it is necessary to wear the identification bracelets at all times.

11.4. Smoking is not permitted in the rooms, as well as in the indoor common areas. Smoking is allowed only in designated areas.

11.5. Pets are not allowed in the Hotel.

11.6. The hotel is not responsible for lost, damaged or stolen items.

11.7. The Hotel Management reserves the right to make changes in the working hours of all facilities and dining and entertainment establishments. The hotel reserves the right to make changes to the opening hours of all dining, entertainment and shows.

V. OTHER PROVISIONS

12. Correspondence and notices

12.1. Except as expressly provided, correspondence between us and you will be by e-mail or telephone.

12.2. Each message will be deemed received as follows:

12.2.1. if sent by e-mail - on the day it is sent, if sent by 5:00 p.m. on a business day, or on the first business day after the day it is sent, if sent on a non-business day or after 5:00 p.m. working day;

12.2.2. if it was sent through the Hotel's official website in the form of a request for an offer - according to the provision of art. 12.2.1 above.

13. Confidentiality

13.1. The company undertakes to keep as confidential any information relating to each Customer, which has been provided by him within the framework of the legal relations arising between the parties pursuant to these General Terms and Conditions (" Confidential Information "). The company will not disclose the Customer's Confidential Information to third parties without the Customer's prior consent.

13.2. The company undertakes to use its best efforts to prevent the unauthorized disclosure, distribution or use of Confidential Information, which efforts shall in all cases be no less than those which the Company poses with respect to its own confidential information.

13.3. The obligation of confidentiality will not apply to:

13.3.1. information that is or becomes publicly known not because of a breach of the Company's obligation of confidentiality, including but not limited to information and materials published by you or a third party on public platforms (e.g. Facebook , Instagram , YouTube , etc.) ;

13.3.2. information that should be disclosed in compliance with a requirement of the law at the request of a competent authority within the framework of judicial or administrative proceedings.

14. Personal data

14.1. The company is a personal data controller and collects and processes personal data in accordance with all requirements of Regulation (EU) 2016/679 (also known as GDPR or GDPR ) and applicable national legislation. Detailed information on the processing of personal data by the Company is available in the Company's Personal Data Processing Notice.

14.2. When concluding a contract with us, you must provide personal data for all users of the Services. Failure to provide such data will prevent the provision of the Services and will be deemed a refusal by you to enter into a contract with us. In addition, you are obliged to inform other users of the Services about the provision of their personal data to the Company.

15. Force majeure

15.1. The company will not be liable for failure to fulfill its obligations under these General Terms and Conditions or under the contract concluded with the Customer in the event of force majeure: unforeseen or unpreventable events of an extraordinary nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, foreign enemy action, military action (whether or not declared war), civil war, revolution, insurrection, military or usurpation of power or confiscation, terrorist action, nationalization, blockade, embargo, strike, lockdown, declaration of epidemiological emergency, quarantine , a state of emergency, regardless of the reasons for its imposition and the period of validity, and generally closing the Hotel and/or hindering normal activity for reasons beyond our control, etc. (" Force Irresistible "). When the Company invokes force majeure, the Company will notify the Client of what constitutes force majeure and its consequences for the fulfillment of the Company's obligations under these General Terms and Conditions and the concluded contract.

15.2. In the case of Force Majeure, the Client will be offered accommodation for another period while maintaining the same conditions and prices, and in the event that this is not possible for any reason, the Client will be refunded the amount paid by him under the contract in due time up to 30 (thirty) days from the notification thereof.

16. Deadlines

16.1. The relations that arise between the parties on the basis of these General Terms and Conditions upon the conclusion of the contract between us are terminated upon the provision of the Services subject to this contract, or the settlement of the relations between the parties under the conditions of withdrawal from the contract as agreed above or cancellation of the contract.

17. Complaints and reports

17.1. The Company maintains an organization for handling user complaints related to the Services provided. The Company registers, examines and responds to such complaints, if they are justified, within a period of one month from the date of their receipt. The company analyzes the complaints received and takes measures to eliminate weaknesses in its activity, established on the basis of the complaints.

18. Governing Law and Dispute Resolution

18.1. These General Terms and Conditions and all aspects of the relations between the parties, as well as the contract concluded between them, will be subject to the legislation of the Republic of Bulgaria.

18.2. All disputes in connection with any legal relationship between the parties, arising in connection with the use of the Services, will be resolved by the competent court in the city of Sofia.

18.3. Consumer disputes arising in connection with the Services provided by us can also be resolved out of court with the help of the General Conciliation Commission for consideration of consumer disputes operating under the Consumer Protection Commission. More information on the alternative (out-of-court) resolution of disputes and on the activities of the conciliation commissions can be obtained from the Consumer Protection Commission at the address Sofia 1000, Slaveykov Square 4A, phone +359 2 9330 588, website www.kzp.bg , email: adr.sofia@kzp.bg , as well as from the European Consumer Center at the address of the city of Sofia, "Bacho Kiro" 14., phone: +359 2 986 76 72, internet address: www.ecc.bg, email: info@ecc.bg .

19. Miscellaneous provisions

19.1. In the event that one of the parties has not exercised its right under the contract in a given case, it will not mean that the party waives the exercise of that right in a subsequent such case or the exercise of other rights under the contract.

19.2. The company has the right to unilaterally amend these General Terms and Conditions, of which it will notify the Client in a timely manner. The amendment of the General Terms and Conditions shall not affect the relations between the parties related to the purchase of Services purchased prior to the date on which the amendment of the General Terms and Conditions enters into force.

19.3. These General Terms and Conditions enter into force on 04.07.2022.

NOTICE OF PERSONAL DATA PROCESSING

to the general terms and conditions for booking and paying for hotel accommodation and related services at Effect Grand Victoria Hotel

04.07.2022

1. For this document

This Privacy Notice ("Notice") is intended to inform you of the rules we follow when we collect and process your personal data when you purchase and/or use the services we offer or just visit our website.

Here you can find information about what your personal data we collect, how and for what purpose we use it, to whom we provide it, what your rights are as a data subject, as well as how to contact us or the data protection supervisory authority personal data.

2. Who is this document for?

This Notice is intended for the following categories of individuals whose data we process:

§ Visitors to the website https://www.hotelvictoria-bg.com/en/

§ The persons who have purchased or intend to purchase and/or have used or will use our services

§ Persons who have subscribed to our newsletter and/or to whom we send information about marketing campaigns

§ People who contact us by phone.

It is possible that you fall into only one category of data subject (e.g. you only visited our website), two categories (e.g. you visited the website and made a booking inquiry) or all categories (e.g. you visited the website, made you are a booking inquiry and have received a booking confirmation from us and have used the services provided by us).

3. Who are we?

We are "Effect 3 Holidays" EOOD, entered in the commercial register under the Unique Identification Code 131458726 (hereinafter referred to as the "Company" , " we ", " us ", " us "). We collect and process your personal data as a personal data controller in accordance with the General Data Protection Regulation (Regulation (EU) 2016/679).

For all questions related to the processing of your personal data, you can contact us by phone (+359 2) 4 94 90 77, as well as write to us at the address Sofia 1113 , Izgrev district, Frédéric Joliot Curie 17, bl. 2, fl. 2 or to the email address office @ effect -3.bg .

4. What data we collect and for what purposes we use it

We collect different categories of data depending on the purpose for which we process it, for example to fulfill our obligations in relation to the services we provide during your stay at the hotel, to offer you better customer service, to send information relevant to you in connection with the services we offer, as well as when you have requested or agreed to the collection and processing of the relevant data.

4.1. Data we process when you visit our website

§ When you visit our website, https://www.hotelvictoria-bg.com/en/ , regardless of whether you decide to request an accommodation service offered on the website or the service itself, it is possible for us to collect data about your use of the website, through so-called "cookies". Cookies are small text files that are stored on your computer or mobile device when you first visit our website.

Some of the cookies used are absolutely necessary for the functioning of our website (without them it would not work), and others are necessary to help us improve the website's performance (they only collect anonymized information about how users use the website, eg which parts of the website are visited the most). The specified categories of cookies do not collect personal data.

Another part of the cookies used aims to improve the user's experience when using the website (by remembering your preferences, e.g. language used, location, font size). They do not track your browsing on other websites.

The last category of cookies, the so-called "advertising cookies", collect information about your internet browsing habits, including the sites you visit, so that we can offer you products that we think may be relevant to you (e.g. through banners and other advertisements on Facebook and other sites you visit). We use the last two categories of cookies based on our legitimate interest in establishing the preferences of our customers in order to offer them products that best meet their needs and desires.

On your first visit to our website, you are given the opportunity to allow the use of all cookies (by accepting this explicitly or by tacitly agreeing by continuing to browse the website) or to specify which ones you agree to be used. With the exception of cookies that are absolutely necessary for the functioning of our website, all other categories of cookies can be stopped through the cookie settings menu.

For more information, see our Cookie Policy as well as the cookie settings menu on our website.

Any personal data we collect through the use of cookies is stored until you change your cookie preferences and stop (disallow) the use of the relevant category of cookies collecting personal data.

4.2. Data we process when booking and paying for hotel accommodation and related services

These data are necessary for us to identify you and to be able to contact you for the purposes of fulfilling our obligations under the contract we conclude with you in connection with the hotel accommodation services we provide and related services. This is also the legal basis for the processing of these categories of data.

When you book hotel accommodation and related services through our website, by e-mail or by telephone, you conclude a contract with us at a distance, or respectively, if you make a reservation at the hotel - for the purposes of concluding the contract at the hotel. For the purposes of concluding and executing the contracts under the above sentence, we collect and process the following categories of personal data:

§ personal data with which we can identify you (name and surname)

§ your contact details (e.g. email address and telephone number);

§ information about the hotel accommodation service purchased by you and related services and the parameters of the service set by you, including data on the period of use of the services reserved by you;

§ identification data of minors or minor members of your family with whom you wish to use a purchased service: data on age and family ties;

§ financial information in connection with the payment of the price of the service, when the customer requires the issuance of a tax invoice;

§ bank account details - only in case of refund of amounts paid by you (e.g., in case of cancellation of the reservation within the agreed period).

The collection and processing of the above information is mandatory with a view to the conclusion and execution of the contract for hotel accommodation and related services. If this information is not provided to us, we will not be able to enter into and perform the above contract.

We do not collect or store your credit or debit card details when you have chosen to pay by card for a booking made through our website. In these cases, our system refers you to a virtual POS terminal of "Eurobank Bulgaria" JSC, where you enter and send the information from your credit or debit card directly to the bank through which the payment for the transaction is made, respectively to the service system of payments with BORICA credit and debit cards.

4.3. Data we process for security purposes, defense against legal claims and to offer better services to our customers

Customer Profiles . If you are our customer, we will continue to keep information about you even after we provide the relevant service - your name, email address, phone number, history of your purchases. We do this for two reasons.

On the one hand, we need this information to be able to prove circumstances related to the services we provide. The need for such proof may arise in your claim against us or, respectively, in our claim against you. Relevant information may also be necessary for us when we are subject to an inspection by a competent state authority, before which we must prove circumstances related to your purchase and the fulfillment of our legal obligations (e.g. to the Consumer Protection Commission, the National Revenue Agency etc.). In the specified cases, we process your personal data in view of our legitimate interest to defend ourselves against your claims, claims of state authorities and other third parties, as well as to defend our claims against these categories of persons.

On the other hand, we may use information about you to track your interest in and satisfaction with the services we offer. In this case, we process your data based on our legitimate interest in tracking the development of our potential customers' interest in our services and improving our offers for them based on the feedback we receive from them.

Phone calls . Our staff take telephone calls to answer any inquiries from our customers (including service users) and potential customers.

If you are our potential customer and you are calling us for the first time, we will record your name, phone number and the questions you are interested in so that we can recognize you the next time we call and remember what we talked about. We process this data based on our legitimate interest in tracking the development of our potential customers' interest in our services and improving our offers for them based on the feedback we receive from them. We keep the information we collect in this way for 24 months from your last call (unless you are already our customer, in which case the information remains in your customer profile and is deleted in accordance with these policies).

4.4. Data we process for the purposes of our newsletter

Our website offers you the opportunity to send you current offers for services we offer by subscribing to our newsletter. For this purpose, you only need to provide your email address (including when we already have it and are processing it for another purpose described above). We process this category of personal data based on our legitimate interest in keeping our customers and potential customers informed about the current products, offers and promotions we offer. We also process this data based on your consent to receive newsletters, which you have expressed by entering your email address and pressing the subscribe button.

You can easily unsubscribe at any time by clicking the "Unsubscribe" button in any newsletter we send you.

If we have no other reason to process your email address according to this clause 4, we will delete it when you unsubscribe from our newsletter.

5. How do we use your data?

We use your personal data solely and exclusively for the purposes specified in item 4. Although certain characteristics of the data you provide to us may be an indication of additional personal information (e.g. your name may also be an indication of religious affiliation, your email address may be an indication of affiliation with a certain organization, etc.), we do not monitor such features and do not carry out any further analysis or other processing of email addresses and other personal data we hold about you, for the purpose of profiling you, extracting additional information, categorizing you in any way or making automated decisions that have legal consequences for you or otherwise affect you.

6. Who do we share your data with?

We take your personal data extremely seriously. Within our organization, only employees whose immediate duties are related to the activities for which the relevant personal data are processed have access to your personal data.

Outside of our organization, we may provide your personal data to the following categories of recipients:

§ organizations to which we have outsourced individual data processing activities (e.g. the organizations whose software we use to manage customer information, to store and send our newsletter emails, etc.). These are organizations that, in all cases, act solely on the orders of the Company and neither use your personal data for their own purposes, nor provide them to third parties.

§ advertising networks, whose so-called "advertising cookies" You have allowed when visiting our website (e.g. Facebook, Google). The personal data that may be shared with such organizations are only the categories of data that the respective cookies collect. For more information, see our Cookie Policy as well as the cookie settings menu on our website.

7. How long we store the collected data

We store the personal data we collect and process as follows:

§ Data we collect when providing hotel and related services - within 5 years of providing the service.

§ Cookie data - all personal data we collect through the use of cookies is stored until you change your cookie preferences and stop (disallow) the use of the relevant category of cookies collecting personal data.

§ Data from customer profiles – the personal data of customers that we process by storing in our customer database, including for direct marketing purposes, is stored for a period of 5 years from the last purchase made by that customer.

§ Data included in accounting documents – all accounting documents, including when they contain personal data, are stored for the minimum mandatory storage periods for the relevant type of accounting documentation according to the applicable accounting and tax legislation.

§ Data appearing in documents that may be subject to inspection by a competent supervisory authority (e.g. the NRA) and/or have been involved as evidence in a civil, administrative or criminal dispute - for the period after which our possible claims or obligations related with the relevant document, are repaid by statute of limitations and/or until the conclusion of the relevant administrative and/or judicial proceedings with a final administrative and/or judicial act.

After the expiration of the storage period, all personal data, respectively the documents in which they are contained, are destroyed in a safe way.

8. Do we export your data outside the European Union?

As of the date of this Notice, your personal data is not processed outside the territory of the European Union and the European Economic Area.

9. How do we protect your personal data?

We make great efforts to protect our customers, as well as our e-newsletter subscribers, from unauthorized access or unauthorized modification, disclosure or destruction of their personal data. For this purpose, we take a number of technical and organizational measures, such as:

§ We use secure websites through which we collect your personal data;

§ We conduct reviews of our personal data collection, storage and processing practices, including physical security measures, to prevent unauthorized access to the systems we use;

§ Access to your personal data within our organization is granted only to persons whose work functions require access to the data in order to carry out the activities for which the data were collected and processed;

§ We include contractual confidentiality clauses in all contracts we enter into with employees and third parties to whom we entrust the processing of your personal data;

§ We only use such organizations to whom we entrust the processing of personal data, which adhere to the highest standards of information security and security of personal data, demonstrated both by the presence of relevant certifications and by the possibility of carrying out regular compliance audits.

10. Your rights in relation to the processing of your personal data

As the subject of your personal data, you have a number of rights directed at the Company as data controller. A description of these rights and the procedure for exercising them are set out below in this section.

You can exercise all the specified rights by means of a written application to the Company in free text, sent personally by you or by a person expressly authorized by you.

You can send the relevant application to the postal address or email address specified in item 3 above. When the application is submitted electronically, it must be signed with a qualified electronic signature. We will respond to your application in the shortest possible time, which in any case shall not exceed one month.

Please note that we will not honor a request made on your behalf if we cannot be sure that the request actually originates from you (for example, we may not be able to be sure from an application made by post that you are the actual sender of the message). Therefore, in certain cases we may ask you to present the application at our office (so that we can identify you).

10.1. Right of access to your personal data

You have the right to receive from us information about whether we are processing personal data relating to you and, if so, to access the data itself, as well as information about:

§ the categories of personal data being processed;

§ the purposes of the processing;

§ the recipients or categories of recipients to whom the personal data have been or will be disclosed, in particular recipients in third countries or international organizations;

§ where possible, the intended period for which the personal data will be stored, and if this is impossible, the criteria used to determine this period;

§ the existence of a right to require us to correct or delete personal data or to restrict the processing of personal data relating to you, or to object to such processing;

§ your right to appeal to a supervisory authority;

§ where the personal data is not collected from you, any available information about its source;

§ the existence of automated decision-making, including profiling, as well as additional information about it in the cases provided for by law.

We will provide you with a free copy of your personal data that we process, as well as the information listed above. If you request additional copies of the data, we may charge a reasonable fee for each such additional copy based on the administrative costs of creating it.

10.2. Right to rectification

If you believe that the personal data we process about you is inaccurate, you have the right to request that we correct the inaccurate personal data without undue delay. When the processed personal data are incomplete, you have the right to request their completion, taking into account the purposes of the processing.

10.3. Right to withdraw consent

When we process your personal data based on your consent, you can withdraw your consent at any time. Upon withdrawal of your consent, we will cease the processing activities of your personal data processed on the basis of your consent, and the withdrawal of consent will not affect the lawfulness of the processing based on consent before it was withdrawn. Nevertheless, it is possible for us to continue to process the same personal data as long as there is another basis (other than consent) for the processing of the data and/or one of the exceptions under item 10.5 is present (e.g. the data is necessary for us to provide you with a service that you have purchased from us).

10.4. Right to object to processing

You have the right to object to the processing of your personal data in cases where we process them on the basis of public interest or on the basis of our legitimate interests, when you consider that in your particular case this processing is incompatible with the protection of your interests, rights and freedoms. In such cases, if we cannot prove that there are compelling legitimate grounds for the processing that take precedence over your interests, rights and data freedoms, or that the processing is necessary for the establishment, exercise or defense of legal claims, we will stop processing those personal data.

Where we process your personal data for direct marketing purposes (such as processing data for the purpose of sending e-newsletters), you may object to such data processing, in which case we will immediately stop it. In addition to making a request to this effect, you can indicate to us that you wish to stop processing for the purpose of sending e-newsletters and by unsubscribing from all e-newsletters via the unsubscribe hyperlink (link) which is part of each email with which We send you an e-newsletter.

10.5. Right to erasure of personal data

General rule. You have the right to request that we delete personal data relating to you without undue delay, and we are obliged to delete your personal data without undue delay where any of the following grounds apply:

§ the personal data are no longer necessary for the purposes for which they were collected or otherwise processed;

§ You have withdrawn your consent to the processing of the data when the data was processed based on your consent, and there is no other legal basis for the processing;

§ You have objected to the processing according to item 10.4 above and we have no legitimate grounds for the processing that take precedence over your interests, rights and freedoms;

§ the personal data were processed unlawfully;

§ personal data must be deleted in order to comply with our legal obligation.

Exceptions to the rule. Your right to request the deletion of your personal data does not apply, and we are not obliged to delete the data if the processing of the personal data is necessary:

§ to exercise the right to freedom of expression and the right to information;

§ to comply with our legal obligation that requires processing, or to carry out a task in the public interest or in the exercise of official powers that have been granted to the Company;

§ for reasons of public interest in the field of public health in accordance with Article 9(2)(h) and (i) and Article 9(3) of the General Data Protection Regulation;

§ for the purposes of archiving in the public interest, for scientific or historical research or for statistical purposes pursuant to Article 89(1) of the General Data Protection Regulation, insofar as the deletion of the data is likely to make impossible or seriously impede the achievement of the purposes of this processing ;

§ for the establishment, exercise or defense of legal claims.

10.6. Right to restriction of processing

In the following cases, you have the right to ask us to temporarily stop any other processing of your personal data except for its storage:

§ when you dispute the accuracy of your personal data - for a period that allows us to verify the accuracy of the personal data;

§ when the processing is unlawful, but you do not want your personal data to be deleted, but instead want to restrict its use;

§ when we no longer need your personal data for the purposes of processing, but you require them for the establishment, exercise or defense of legal claims;

§ when you have objected to the processing according to item 10.4 pending verification of whether our legitimate grounds for processing take precedence over your interests.

In the listed cases, we can process the relevant personal data, other than their storage, only with your consent or for the establishment, exercise or defense of legal claims or for the protection of the rights of another natural person or for important reasons of public interest for the Republic of Bulgaria or for the European Union.

10.7. Right to data portability

You have the right to receive the personal data concerning you that you have provided to us in a structured, widely used and machine-readable format and you have the right to transfer this data to another controller without hindrance from us when:

§ we process the data based on your consent or when the data processing is necessary for the performance of an obligation under a contract between you and us; and

§ the processing is carried out in an automated manner.

For the purposes of exercising your right to data portability, you have the right to receive a direct transfer of your personal data from the Company to another controller only as far as this is technically feasible.

10.8. The right to appeal to a supervisory authority

If you believe that we are processing your personal data in violation of the provisions of applicable law, including but not limited to the General Data Protection Regulation and the Personal Data Protection Act, you have the right to lodge a complaint with the supervisory authority in the member state of the European union of your usual place of residence, place of work or place of the alleged offence.

In the Republic of Bulgaria, the competent supervisory authority is the Commission for the Protection of Personal Data.

11. Information for users of services

If you are only a user of a service (i.e. you are not a buyer of the service), please note the following information: all your personal data that we process in connection with the provision of the service has been provided to us by the buyer of the service. We do not use public sources to collect this personal data. You have all the rights of a data subject according to item 10 above.

Effect Grand Victoria Hotel