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General conditions for reservations and payments by individual customers

Reservations by phone, email, chat, on the spot

Making a reservation (by phone, email, chat, on the spot, etc.)

  1. You can book 24/7 by phone, email, chat on social media or Google, as well as on site at the hotel.
  2. Upon confirmation of the reservation, no prepayment is required for the reservation made.

Updates and cancellations of prepaid reservations:

  1. Up to 1 day before the arrival date, you can make changes to the reservation – period of stay, number of guests and rooms, meals, additional services used.
  2. Up to 1 day before the arrival date, you can cancel the reservation.

Payment

  1. Payment on the spot, before check-in, in full – in cash or by credit card (Visa, Mastercard).
  2. In case of early departure, prepaid amounts are not refunded.

Online reservations at augustaspa.com

  1. You can book 24/7 on www.augustaspa.com
  2. As confirmation of the reservation, a prepayment of the first night of the stay or the full amount is required, depending on the payment policy valid for the rate plan you have chosen.
  3. In case of early departure, prepayments are not refundable.
  4. Payment policy types for online reservations at augustaspa.com
    • Each online reservations includes a certain type of guarantee and payment of the reservation. There are three types of reservations – with a flexible payment policy, with a semi-flexible payment policy, and with a non-refundable payment policy.
  5. Reservations with a flexible payment policy:
    • as a confirmation of the reservation and a guarantee for its implementation, a deposit equal to the amount of the first night is required, which will be charged at the time of booking, using a virtual POS terminal.
    • Payments are accepted with VISA, Mastercard or B-card bank cards.
    • The reservation is considered confirmed after receiving the deposit.
    • In case the transaction is not successful, we will contact you for assistance.
    • Upon check-in, the remaining amount for the reservation is paid after deducting the value of the deposit.
  6. Reservations with a semi-flexible payment policy:
    • as a confirmation of the reservation and a guarantee for its implementation, a deposit equal to the full amount of the reservation is required, which will be charged at the time of booking, using a virtual POS terminal.
    • Payments are accepted with VISA, Mastercard or B-card bank cards.
    • The reservation is considered confirmed after receiving the deposit.
    • In case the transaction is not successful, we will contact you for assistance.
  7. Non-refundable payment policy reservations:
    • as a confirmation of the reservation and a guarantee for its implementation, a deposit equal to the full amount of the reservation is required, which will be charged at the time of booking, using a virtual POS terminal.
    • The reservation is considered confirmed after receiving the deposit.
    • In case the transaction is not successful, we will contact you for assistance.
    • In case of cancellation prepaid amounts are not refunded.
  8. Cancellation policy types for online reservations at augustaspa.com
    • Each online booking has a certain type of cancellation fee in case of no-show or cancellation of the reservation. There are three types of cancellation policies – flexible cancellation policy, semi-flexible cancellation policy and non-refundable cancellation policy.
  9. Cancellation of a reservations with a flexible payment policy:
    • free cancellation up to 24 hours before the date of arrival.
    • after this period, a cancellation fee is due, amounting of the deposit made (1-st night of the stay of the reservation).
  10. Cancellation of a reservations with a semi-flexible payment policy:
    • for cancellations until 31.10.2025, the full amount of the reservation will be refunded.
    • for cancellations until 30.11.2025, you will be charged with a cancellation fee amounting of 50% of the total amount of the reservation.
    • for cancellations after 01.12.2025, you will be charged a cancellation fee of the full amount of the reservation.
  11. Cancellation of a reservations with a non-refundable payment policy:
    • for cancellations any time after reservation you will be charged a cancellation fee of the full amount of the reservation.

Virtual POS payments

  1. Payment by debit/credit card via virtual POS from DSK Bank.
  2. Types of cards accepted: debit, credit and business cards Visa and Mastercard, B-card.
  3. Transactions are carried out using the security programs MasterCard Identity check and VISA Secure.
  4. From a security point of view, the maximum amount of payment by card is 15000,00 BGN.
  5. We do not store data on bank cards used for payment through the site.
  6. If it is necessary to return an amount paid by bank card, the amount is refunded to the card with which the payment was made.

Money back guarantee

  1. In the event of force majeure and the need to suspend our commercial activity due to enhanced security measures against the Covid pandemic, we guarantee the return of the prepaid amounts for the reservations made for the period in which the hotel will not operate.
  2. In the event that you are unable to use a prepaid reservation due to illness – positive Covid test, you have the option to use the amount for your prepaid holiday during another period of your choice until the end of the year.

By making a reservation, guests agree to these General Terms and Conditions for reservations and payments published on the augustaspa.com website, as well as to the Internal Rules of “AUGUSTA” SPA Hotel.