About Hotel | Hotel Iva & Elena, Pamporovo

Hotel “Iva and Elena” Rules
General

• These rules have been developed in accordance with the applicable Bulgarian legislation.
• Video surveillance is carried out on the hotel premises for the safety and security of guests, employees, and property. No video surveillance is carried out in guest rooms, sanitary facilities, changing rooms, or the relaxation centre. Detailed information about the processing of personal data, retention periods, and guests’ rights is available in the Hotel’s Privacy Policy and at the designated information points.
• Hotel “Iva and Elena” guarantees the confidentiality and security of the information and personal data provided by its guests.
• The Hotel administration reserves the right to discontinue services to guests who violate these rules, public order, or the safety and peace of other guests and employees.

Check-in and Stay Rules

• Upon check-in, guests are required to present a valid identity document for registration purposes.
• The equipment in each room is checked before check-in and after check-out.
• Guests are responsible for any damage or missing items caused in the rooms or common areas of the Hotel. If damage is identified, a report will be prepared, and the amount due will be determined according to the Hotel’s price list or the actual cost of restoration.
• Lost property is stored for up to 6 months. Perishable, hygienic, or hazardous items are not subject to storage. Courier costs for returning lost property are borne by its owner.
• Please observe quiet hours between 11:00 p.m. and 8:00 a.m.
• External visitors are permitted only after registration at the reception desk and provided that the maximum capacity of the respective room is observed.

Check-in and Check-out

• Check-in is after 2:00 p.m., and check-out is by 12:00 noon.
• In case of arrival after 6:00 p.m., please inform the reception desk in advance.
• Late check-out is possible only upon prior request and confirmation from the reception desk, subject to the Hotel’s availability.
• The following charges apply for confirmed late check-out:
  • Until 4:00 p.m. — 50% of the nightly rate for the respective room, studio, or apartment;
  • After 4:00 p.m. — 100% of the nightly rate.

Dining

• Breakfast is served in the main restaurant, “Zlato Elen”, from 8:00 a.m. to 10:00 a.m.
• Bringing food and beverages into, or taking them out of, the Hotel’s restaurants and lobby bar is not permitted, except for infant food, food required for medical reasons, or with the prior approval of the Hotel Manager.

Room Cleaning

• Rooms are cleaned daily between 8:00 a.m. and 5:00 p.m.
• If you have displayed a “Do Not Disturb” sign or wish to have your room cleaned after 5:00 p.m., please contact the reception desk. The service will be provided subject to the Hotel’s availability.

Minibar

• Each room is equipped with a minibar, which is replenished daily.
• Minibar consumption is charged according to the displayed price list.

Laundry and Ironing

• Laundry items submitted by 9:00 a.m. will be returned on the same day by 6:00 p.m. Orders submitted after this time will be completed on the following day.

Parking

• The Hotel provides outdoor and indoor parking spaces free of charge for guests during their confirmed reservation period.
• Outside the reservation period, parking in both the outdoor and indoor car parks is charged at EUR 15 per day.
• Parking spaces cannot be reserved.
• The Hotel is not liable for damage to vehicles on the parking premises, unless the damage was caused by the Hotel’s fault or where liability arises by law.

Accommodation with Pets

• Accommodation with a pet is possible only with the Hotel’s prior confirmation.
• Only dogs or cats with a pet passport, over 1 year of age and weighing up to 8 kg, are permitted.
• The pet fee is EUR 12 per day.
• A maximum of one pet is permitted per room.
• Pets are not allowed in the restaurants or relaxation area, except for guide dogs and assistance dogs.
• In common areas, pets must be kept on a leash or in a suitable carrier and may not be left unattended in the room.
• Pet owners are responsible for any damage caused, additional cleaning, and compensation to third parties where necessary.

To Ensure Order and Safety in the Hotel, the Following Are Prohibited

• Smoking in guest rooms and all indoor areas of the Hotel. In case of a violation, an additional cleaning and deodorising fee of EUR 100 will be charged.
• Giving a room key card to unauthorised persons.
• Keeping materials or objects in the rooms that may endanger the health or lives of others.
• Removing, moving, or damaging furniture and Hotel property.
• Violating generally accepted standards of behaviour, aggressive conduct, and actions that endanger the health, peace, or property of other guests and employees.
• Parking vehicles in front of the Hotel entrances and exits, or in a manner that obstructs traffic or access for emergency vehicles.