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Terms and conditions

Terms and conditions

General Terms and Conditions for Accommodation and Provision of Extra Services (Restaurants, SPA Center) in Grand Hotel & SPA Primoretz

These General Terms and Conditions (GTC), subject to change, shall apply directly or indirectly to all services provided by Grand Hotel & SPA Primoretz, including bookings made through, tour agents, tour operators and hotel partners. You can get to know them online, via mobile devices, on site, by email or phone. By booking accommodation and/or providing of any extra service in Grand Hotel & SPA Primoretz and by browsing and using our web site, regardless of the platform, including these of tour agents, tour operators and hotel partners (hereinafter referred to as the "website"), you confirm that you have read, understood and accepted the terms and conditions set out below.

These GTC shall apply to all bookings for accommodation and/or provision of any extra service at Grand Hotel & SPA Primoretz, as well as to all visitors to the hotel facilities, regardless of whether they have made a booking for accommodation or providing of any service.

These GTC, as well as the online service of booking for accommodation (the “service”), are owned and managed by Bulgarien Direct Reisen Ltd. (hereinafter referred to as “we”, “us” or “our” or the “Hotel”).

Our services are available for private and non-commercial use. Therefore you are not allowed to resell, create a deep-link (“deep link” - linking to the site sub-pages, not only to its main page), copy, observe (e.g. by means of programs for spying or data tracing, the so-called spider and scrape software), upload, download or reproduce any information, text, software, products or services offered and available on our website for any commercial or competitive activities or purposes without the explicit consent of the Hotel.

Prices and Best Rate Guarantee

The prices on our website are highly competitive and include VAT and all other fees and taxes (may vary depending on the tax changes and internal regulations of the hotel management), unless otherwise specified on our website or in the email which confirms the booking.

Sometimes our website shows lower rates for a particular type of accommodation. However, these rates set by the hotel may be applied with special restrictions and terms concerning the cancellation or methods to refund the booking price. Before booking, please check the room description carefully and the relevant price about such restrictions and terms.

The currency converter is for information only and it is not maximum accurate and up-to-date.

Real prices may vary.

Obvious errors on our website (including printed ones) are not binding.

All special offers are particularly noted


We do not add additional (booking) fees to the room rate and do not charge your private credit/debit card as you pay directly to the virtual POS terminal of the Bank which has provided a virtual POS terminal to the hotel.

Credit card/bank transfer by credit card/ when booking on

We do not require any data of your credit or debit card to secure your booking. Our system refers you to a virtual POS terminal of First Investment Bank AD which has provided a Virtual POS Terminal to the Hotel (hereinafter referred to as the Bank in the GTC); after you have confirmed the service desired on the website and you are sending on your own the information of your credit or debit card directly to First Investment Bank AD which makes the prepayment. Your booking shall be completed and confirmed after the prepayment of the full price of the services you have confirmed on our website /unless otherwise advertised and agreed on our website/ or provision of sufficient funds on it or submission of the data of a valid credit/debit card depending on the terms and conditions of the particular price-list.

The technology named PSIDSS shall be applied to protect and encrypt the card information when sending it to the Bank. Maestro, MasterCard and Visa are accepted for payment. The virtual POS terminal uses 3D Secure and Verified by Visa.
Please be aware of the cancellations rules and terms, and the refundability before booking and completing the payment. Please remember that sometimes your transaction/transfer of funds/ is non-refundable.

Please check the room description carefully for such terms and restrictions before booking.

Payment is processed in a secure way by a third party (First Investment Bank AD) and is transferred directly from your bank account to the hotel's bank account. Grand Hotel & SPA Primoretz does not make, accept or process payments – all that shall be done via virtual POS terminal of the Bank.

In the case of fraud or unauthorized use of your credit card by third parties, most banks and credit card companies run the risk and cover all payments resulting from such fraud or misuse which may sometimes be subject to deduction. Grand Hotel & SPA Primoretz does not enter into a payment relations with the user at the moment of service booking but refers the user to the Bank system. Therefore Grand Hotel & SPA Primoretz shall not be responsible if the issuer of your credit/debit card deducts your funds for unauthorized transactions resulting from a booking made on our website.


The booking request and its confirmation by the Hotel cause a contract arising between you and us. It shall be arranged by the provisions of the current GTC and the relevant Bulgarian legislation shall be applied if any gaps appear.

You need to provide your name, address and phone number when booking.

Before submitting a Booking Request, the user is responsible to get to know the General Terms and Conditions of Hotel Booking of Bulgarien Direct Reisen Ltd.

The user must agree and accept these terms and conditions. If he/she does not accept the General Terms and Conditions for accommodation and provision of extra services (restaurants, SPA Center) in Grand Hotel & SPA Primoretz, his/her request shall not be considered.

Booking requests for accommodation and/or services shall be made in one of the following methods:

  • Phone: 00359 56 8 12345 - Hotel
  • 00359 56 8 12345 - Restaurant
  • 00359 56 910 913 - SPA Center
  • Email:
  • Tour operator, tour agent or other partner
  • at Grand Hotel & SPA Primoretz

Offer and Booking

The offer is individually made upon request. It is valid for the requesting client only until the deadline specified therein. The terms and conditions of the offer may be used by the addressee only if he/she accepts it within its period of validity and makes a booking for the services specified therein. Bookings for individual offers are subject to the GTC unless otherwise stated in the respective offer. An individual offer is not valid for bookings already made.

A booking for accommodation shall be secured (made in all possible means) if prepaid at least 50 % of the price of the lump price service (unless otherwise agreed between the client and the Hotel) by bank transfer, credit card or cash at Grand Hotel & SPA Primoretz.

The amount of the remaining balance of your entire booking can be paid on site at the hotel.

Any bookings which cover a period of accommodation during national or international holidays, special offers or packages prepared by the Hotel shall be confirmed if prepaid 100 % (one hundred percent) of the lump price of the accommodation by the bank transfer, credit/debit card or cash.

If a check-in date is less than 24 hours, bookings shall only be accepted if prepaid.

In case of unpaid reservation, the room is confirmed by 18:00 on the day of check-in, unless the guest has explicitly notified of late check-in.

A valid payment shall be considered as an amount deposited into the accounts of Bulgarien Direct Reisen Ltd., a valid credit/debit card provided or cash on site. If the booking is secured by credit/debit card, the hotel shall be entitled to require the payment directly from the bank issued the credit card.

No prepayment is required for booking for restaurant regarding individual requests (up to 4-6 persons). Group bookings (more than 6 persons) require a deposit prepayment specified by the hotel.

Bookings for transfer shall be prepaid 100% unless otherwise agreed between the hotel and the client.

Hotel reserves the right to adjust prices, terms and conditions in the event that the Bulgarian government decides to change the current fees or impose other regulative changes.

Hotel check-in requires the submission of any ID certifying the identity of the client who made the booking, a proof of payment of the advance amount and a confirmation or accommodation voucher.

In case the client would like to receive any extra services in addition to the accommodation, or has any specific requirements regarding food, accommodation and etc., he/she must require them upon submitting the request for booking. The hotel will do its best to answer the requirements but does not guarantee their absolute fulfillment.

Booking Cancellation

General Cancellation Rules:

Free cancellation: Up to 72 hours / 7 days or 14 days before the check-in date, depending on the season;

Late cancellation: cancellation later than 72 hours / 7 days or 14 days prior to the check-in date, the 1st and 2nd night shall be charged;

No-Show (default of appearance of the client on the date of accommodation/service) or check-out before the time period agreed: 1st and 2nd night shall be charged;

Cancellation Rules for Special Offers and Terms and Conditions:

Individual cancellation rules;

Cancellation of Restaurant Booking:

No fee for individual bookings (4-6 persons) up to 15 minutes before booking time.

For group bookings (more than 6 people) free of charge up to 7 days before booking time free of charge, then 100 % of the prepaid amount and in case of default of appearance (No-Show) 100 % of the pre-ordered menu. The above-mentioned rules shall not be valid for special events when individual ones are applied.

The rules for final cancellation or in case of non-arrival or modification of the hotel booking are also available on our website - the web page containing information for the respective type of accommodation; they are also shown in the confirmation email. Please note that certain prices or special offers may not be subject to cancellation or change. Please be carefully aware of the terms and conditions before booking.

If you would like to review, modify or cancel your booking, please use the confirmation email and follow the instructions there. Please note that a cancellation fee may be required, subject to the cancellation policy of the accommodation or in case of non-arrival. We recommend you to read carefully these rules before booking.

The hotel is not responsible and does not refund if the cancellations are caused by force majeure such as acts of war, terrorist acts, strikes, epidemics, natural disasters, flight cancellations and non-arrivals due to bad weather conditions and other circumstances.

Arrival and Departure Policy

Check-in time - after 15:00. Room access is possible in accordance with availability at the time of arrival. Check-in before 09:00 is subject to 1-night rate charged, after 09:00 50 % /fifty percent/ of 1-night rate is charged.

Check-out time: 12:00. Guests checking out their room between 12:00 and 18:00 shall pay 60.00 BGN. Check-out after 18:00 shall be charged at the rate of one full night.

Extra services


  • 15.00 BGN per day;
  • 3.00 BGN per hour;

* Hotel has an unguarded car park. It is equipped with 24-hour video surveillance. Hotel is not responsible for vehicle theft and for any damage and lacks. Natural gas cars are not allowed in the underground car park.
Available safe in each room - free use;

  • Transfer
  • Hotel - Burgas Airport /up to 3 pax./ 70.00 BGN *upon request;
  • Hotel offers transfer to and from the airports located in Burgas, Varna, Sofia and other sites within the country;

Hotel offers transfers to and from the airports and to any site within the country. Transfers are made by licensed carriers at specified rates. Please inform the current service prices if you are interested in. The hotel is not a party to the transport contract arising between the client and the carrier, nor is it an agent of such contracts and is not responsible for the transfers and services provided by such carriers.

Smoking Policy

In compliance with the Bulgarian legislation, Grand Hotel & SPA Primoretz has a policy of non-smoking in all indoor hotel parts, including guest rooms, public areas and corridors. Guests who do not comply with our policy shall be imposed a fine of 200.00 BGN and each Guest, Client and Visitor of Grand Hotel & SPA Primoretz shall give his/her absolute consent this fine to be added to the account of the room, restaurant or requested by the offender in person. The offender also bears personal liability for the administrative penalties imposed by the competent authorities regarding the violation.

Designated smoking areas are distributed within the hotel's open area.

Thank you for your compliance with the Smoking Policy.

Dress Code and General Rules of Conduct

There is an official dress code in all public areas within the hotel. Guests are allowed to wear swimsuits only at the hotel's swimming pools. In accordance with our pleasant environment and for security reasons, please always wear long trousers in the common areas of the hotel and the restaurant.

Hotel reserves the right not to allow unacceptable levels of noise or guest behavior. You are responsible for complying with all conventional standards of good conduct during your hotel stay. In case of refusal to comply with the requirements, hotel reserves the right to cancel the booking without being responsible for any refund or indemnity.

Hotel policy does not discriminate on the basis of race, colour, nationality, religion, sex, marital status, age, ethnicity or disability. All guests and staff shall be expected to observe this policy and the hotel reserves the right to remove any person or persons who has/have committed an offence against this policy.

Pets are not allowed in the hotel.

All expenses of damage to the hotel property shall be paid by the persons who caused them at market prices upon providing with a hotel invoice.

Terms of Purchase and Use of Vouchers

  • Grand Hotel & SPA Primoretz issues personal vouchers which cannot be sold, donated or transferred except with the explicit consent of the issuer.
  • The voucher is exclusively valid for accommodation and provision of extra services within Grand Hotel & SPA Primoretz and for the period as specified and described on its front.
  • Accommodation and use of extra services within Grand Hotel & SPA Primoretz are only possible after prior booking of particular dates of stay and presentation of an original voucher. The purchase of voucher does not secure a booking for a certain period. You need to make your booking on the phone number listed on the voucher.
  • When making a short-term booking or full capacity for a particular period, Grand Hotel & SPA Primoretz reserves the right to refuse to accommodate or provide extra services.
  • Upon expiration of the validity period, the voucher cannot be renewed or used for accommodation and use of extra services within Grand Hotel & SPA Primoretz, nor may any claims be accepted against unused nights or extra services.
  • If the voucher is not used, not by the fault of the issuer, no compensatory accommodation or use of extra services is due and its value shall not be refunded.
  • The voucher or any part thereof, including unused nights and extra services, cannot be converted into money or other material benefits.
  • The voucher issued by Grand Hotel & SPA Primoretz is a beneficiary's document specified on its front. The person mentioned therein is only responsible for use and care of the voucher. Grand Hotel & SPA Primoretz does not reissue a new voucher for theft, loss or damage.
  • Purchase and/or use of the voucher means explicit consent to these terms, as well as the terms and conditions for accommodation and use of extra services within Grand Hotel & SPA Primoretz, stated on the web page and accessible hotel places.

Additional Correspondence

When making and completing the online booking, you shall agree to receive an email we will try to send you shortly after the Bank confirmation of the successful payment, an authorization. The email shall contain information on the hotel, private booking code, information on your booked service, as well as information on cancellation, modification and review of booking on our website system.

Limited Liability

In accordance with the restrictions set out in these terms and conditions and according to the law we are only liable for direct damages incurred, paid or which you have been held liable for as a result of our failure to fulfill the obligations in relation to our web services, up to the total amount of your booking as specified in the confirmation email.

However, neither we nor any of our employees, directors, representatives, or other persons involved in creating, sponsoring, promoting or otherwise engaged in the site presentation and content shall be responsible for any criminal, special, indirect or subsequent loss (1) or damage; (2) for any error related to the Virtual POS Terminal of the Bank (including deduction of your funds for unauthorized transactions resulting from booking made on our website); for services (3), offered by the Bank, for any (direct, indirect, special, subsequent or punitive) damage, loss or expenses (4), incurred by you which you have been held liable for or you have paid, and they have appeared resulting or in connection with the use, inability to use or delay of our website; for any (personal) injury, death or other (direct, indirect, special, subsequent or criminal) damage, loss or expenses (5) incurred or which you have been held liable for or you have paid, irrespective of whether they are due to (legislative) activities, errors, non-respected obligations, (common) non-compliance, intentional offence, omission, failure to comply, misrepresentation, breach of law or failure to perform direct obligations (fully or partially) of the virtual POS terminal of the Bank (its employees, directors, agents, representatives or distribution companies); including for any (even partial) force majeure or any other event outside our control.

Grand Hotel & SPA Primoretz shall not be responsible for any services outside the hotel which the client has privately purchased on site.

Grand Hotel & SPA Primoretz shall not be responsible for lost, forgotten or stolen items from rooms, restaurants or pool, as well as for damage caused by third parties.

Amounts for requested but wholly or partially customer caused services which are not used shall not be refunded.


All claims related to the quality of the hotel services must be submitted by the client on site at the hotel for the purpose of remedying any defects. The submission shall be in written form. In the event that the requirements are not met, the client must ask the liable person to draw up a record. After the record has drawn up, the client will receive the formal standpoint on the problem from the Hotel Manager within 3 business days.


Intellectual Property Rights

The software needed to perform our services or available for use on our website, as well as the intellectual property rights (including copyrights) of the content and information or the material on our website, are owned by Grand Hotel & SPA Primoretz, unless otherwise specified.

Grand Hotel & SPA Primoretz owns all rights over the content (including all intellectual property rights) of the interface (including infrastructure) on the web page where the service is provided (including guest reviews and content translation) and you shall not be entitled to copy, (hyper-/deep) forward, publish, promote, sell, integrate, and benefit in any way from content or our brand without our explicit written consent.


These GTC and the provision of our services shall be regulated and interpreted in accordance with the Bulgarian legislation and all disputes arising out of these general terms and conditions and our services should exclusively be applied to the competent courts within the territory of Bulgaria.

The original Bulgarian version of these Terms and Conditions has been translated into other languages. The translation version is a goodwill statement and represents office translation only which has no legal value. In the event of a dispute over the content or interpretation of these Terms and Conditions or inconsistencies and discrepancies between the Bulgarian version and the version of these Terms and Conditions in any other language, the Bulgarian language shall be applied.

If any provision of these Terms and Conditions is (or becomes) invalid, unsuitable or optional, you shall remain bound by all other provisions. In such case, the invalid provision should be enforced to the fullest extent allowed by law and you shall agree to accept such an effect as that one of the invalid, unsuitable or optional provision in view of the content and purpose of these Terms and Conditions.

SPA Center

6th Sense SPA Center applies the highest world standards. We do not compromise the quality and thus we can provide a full SPA experience. We kindly ask our clients to stick to the widely accepted spa label.

Making an Appointment

Please schedule the best time for your treatment in advance.

Pre-booking ensures that you can get the therapy desired at your most convenient time. Upon making an appointment, please advise if you suffer from hypertonia, allergy, varicose veins or other disease or if you are pregnant. This information will enable our staff to offer you the most adequate SPA therapy or treatment. Please notify us if you prefer a male or female therapist.

Here you can get information on your penalties if you cancel your therapy.

Keeping an Appointment 

Dear Customers, we appreciate the punctuality, so we kindly ask you to come to the center at least 10 minutes before your appointment. New clients coming for the first treatment shall be here at least 15 minutes in advance to fill out a questionnaire and talk to the therapist.

  • If the client is 15 minutes late, the duration of the treatment is reduced at the expense of the client.
  • The client may cancel any booking for therapy at least 24 hours in advance.
  • If the booking is not cancelled, 50 % of its price shall be automatically charged to your account.
  • Once you have registered at the SPA reception, your therapist will meet you and give you detailed information on all services.

If you are a hotel guest, please use towels and bathrobes from your room when entering the SPA Center.

All guests must be at least 18 years old to use our services and therapies. If they are under the age of 18, they must be accompanied by an adult.

SPA Clothing

Guests will receive a bathrobe or a towel, one-time underwear and other accessories for the SPA treatment selected.
Own light sportswear and clean sports shoes for the gym, swimsuit, swim cap and own slippers are required for the sauna park. Please wear them in the common areas of the SPA Center.

Most body therapies shall be done when you are completely or partially undressed. We may guarantee your full private comfort by offering you one-time underwear. Furthermore our therapists are trained in the “art of swaddling” and in most cases only the zones being treated at the given moment are bare.

Prices and Payment of SPA Services

The prices for all therapies are in BGN, per person, and VAT is included. Hotel guests can add the SPA treatments to their room account.

SPA clients who are not hotel guests shall pay in BGN, in cash at the Main Spa Reception, after pre-booking of therapy from the SPA menu.

We advise you to remove all jewelry before visiting the SPA Center. The room safe is the best way to store that.

Grand Hotel Primoretz & SPA shall not be responsible for any items left unattended.

Tips to use the swimming pool and saunas:

  • Abstain from abundant eating of food before visiting the SPA Center. Alcohol or coffee is not recommended before, during or just after the SPA visit or therapy.
  • Body preparation for the sauna is extremely important step for the good results of the treatment. That’s why we kindly ask you to use the shower cabins. Please use them before and after the use of the swimming pool.
  • Do not use products which are not designed for the sauna and are not provided by the SPA reception.
  • For hygiene and health reasons, cover the bench press in saunas with a towel whenever you use it; the same also applies to gym equipment.
  • If you suffer from hypertonia, allergies, varicose veins, heart disease and if you have any doubts about your health, please advise with the medical practitioner before visiting the sauna park and the pool.
  • Diving, underwater swimming and jumping are not allowed for your safety when using the pool.
  • With the purpose of providing healthy and relaxing environment for all our clients, smoking is prohibited and alcohol consumption is not recommended.
  • Dear customers, the time at our SPA Center is entirely devoted to you. We kindly ask you to use your mobile devices within the designated places so that they do not interfere with your treatment and relaxation of other clients.

Working Hours on SPA Center:


Counterparty Information:

Bulgarien Direct Reisen Ltd.


8000 Burgas, Bulgaria

2 Al. Batenberg Str.