General Terms and Conditions

General terms for an online reservation

These conditions are valid when making a booking in Hotel Plamena Palace and/or purchasing gift vouchers through the hotel’s reservation platform on If promotional prices are available, additional payment terms and cancellation policy may apply and are an integral part of the description of the specific offer.
The prices offered for hotel accommodation are valid only at the moment of your visit to the Reservations section. They are subject to change and are dependent on the occupancy of the hotel. SITI-D LTD (owner of Hotel Plamena Palace) has the right to refuse a received, confirmed and paid reservation in case of an unforeseen situation.


Hotel accommodation rates are subject to change at any time and may be influenced by hotel occupancy and demand at different times of the season. All hotel accommodation rates in the booking platform include VAT and city tourist tax. The price for your stay is guaranteed upon completion of the booking process and receipt of a confirmation with a reservation number. SITI-D LTD has the right to cancel confirmed and paid reservations in case of abusive use.
The final price you choose is per night and / or stay for a specific room, including tourist tax and VAT. If during your stay you use additional services not mentioned in the description of the selected room type and offer /ex. consumption in restaurants, parking, mini bar, etc./, they shall be paid on site at the hotel.

Terms of payment and cancellation policy for reservations

Your reservation is to be confirmed upon payment of the required deposit indicated on the booking form or the relevant offer. Reservation can be paid by credit card or by bank transfer. Only in these cases is it considered to be guaranteed. The bank accounts in BGN and EUR are shown in the confirmation of your reservation.
Cancellation of the reservation without cancellation fee is possible up to 7 days before the date of check-in unless otherwise stated in the offer.
Upon expiration of this period in case of cancellation, the guest is due to pay a fee in the amount of the first two nights’ value.
In the absence of a reservation, the non-refund is equal to the amount of the prepaid amount, unless otherwise agreed.

Providing extra beds for children and adults

Hotel Plamena Palace has the right to assess if the specific type of room provides the option of placing / accommodating an extra bed. Due to the specifics of the premises and according to the concept for the age limits of accommodating children as well as the extra beds, different options and discounts can apply. Children up to 2 years old are accommodated at no extra charge.

Check-In & Check- Out

The time for accommodation at Hotel Plamena Palace is after 2pm. Any arrival before this time will be in accordance with hotel occupancy. The time of checking out is until 12pm.
Late check out, after 12pm must be stated in advance at the reception of the hotel. Late check-out is possible only in if there are rooms available for the considered day and is additionally confirmed by the reception, paid additionally afterwards. For more information, contact the hotel reception or reservation department directly.

Use of an underground garage or an outside unguarded parking

Unguarded car parking is available for free. Against a fee, a guest could use an underground garage.


Pets are not permitted in the hotel. A guest could be refused an accommodation if violating this rule.


On the territory of Hotel Plamena Palace smoking is NOT allowed, except for the designated outdoor places.
Failure to comply with this requirement will incur a charge of 200 BGN for additional cleaning and refreshment.

General policy of protection of the Personal Data

SITI-D LTD is an Administrator of personal data in the sense of PDPL and processes the personal data of the User for the fulfillment of his obligations in connection with the reservation made by the user.
Our personal data protection policy governs the type of information collected by Users, the way it is collected and the purposes of its use.
The provided personal data are fully protected and used for marketing analysis and a better understanding of the needs of the Users and accordingly improvement of the quality of the offered services. Without the user’s personal data, the internet reservation system could not be used to make bookings and a guest could not be accommodated.
SITI-D LTD does not provide the name, phone number and/or e-mail address, which the user has indicated upon making the booking, to third parties for the purpose of sending commercial information.

For additional information:

Ruse, Kapitan Raicho Nikolov Str.6
BG 117587231
mob: +359 886 188 144