RESERVATION POLICY / HOUSE RULES

Holiwork Stays (the “Platform,” “us,” “we,” “our”) strives to provide our guests with an exceptionally clean, comfortable, and convenient guest experience. These Reservation Policies / House Rules are considered part of our reservation agreement with you (the “Guest,” “you”, “your”). As our guest, and as upon your check-in, you are agreeing to abide by ALL our Reservation Policies / House Rules, terms and conditions, and procedures, and we reserve the right to refuse service, or to apply additional fees for damages or not complying with our Reservation Policies / House Rules during your stay.

We would greatly appreciate your co-operation in abiding the following, as we value each of our guest’s safety and enjoyment. Our Reservation Policies / House Rules may change from time to time.

DAMAGE POLICIES

(1)   DAMAGE AND / OR THEFT OF HOLIWORK STAYS’ PROPERTY: You are liable for any damage howsoever caused (whether by deliberate, negligent, or reckless act) to the apartment or property, the Platform premises or property caused by you or any person in your party, whether or not staying at the property during your stay. The Platform reserves the right to request additional payments or forfeit the Guest’s security deposit (if applicable) as presented at registration and charge or debit the credit/debit card such amounts (if applicable) as it shall, at its sole discretion, deem necessary to compensate or make good the cost or expenses incurred or suffered by Holiwork Stays’ Property as a result of the aforesaid. Should this damage come to light after the guest has departed, we reserve the right, and you hereby agree, to request additional payments and/or charge your credit or debit card for any damage incurred to the apartment or the Holiwork Stays’ Property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

(2)   DAMAGE DISCOVERED AFTER CHECK-OUT: Apartments found in despicable condition and/or “trashed” will be subject to a ¢125 / BGN 250 maintenance deep cleaning fee, administration fee and/or third party fees.

(3)   PROPERTY DAMAGE: Damage to the property, rooms, fixtures, furnishing and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged at 150% of full and new replacement value plus any shipping and handling charges. Any damage to the property, whether accidental or wilful, is the responsibility of the registered Guest for each particular apartment. Any costs associated with repairs and/or replacement will be compensated by the Guest, by either requesting additional payment or charging the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

(4)   DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS / FIRE-FIGHTING EQUIPMENT: Holiwork Stays reserves the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the apartment, including detector heads in public areas, guest rooms, break glass points and fire extinguishers. Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the Company due to their actions and will be evicted from the apartment. Depending on the severity of the guests’ actions, law enforcement may become involved at the Company’s discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the Guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card, or agree to compensate the Company, for any damage incurred to the apartment or the Company property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. 

GUEST POLICIES

(5)   CHECK-IN REQUIREMENTS: Guests must be at least 18 years of age to check in at the Holiwork Stays properties and apartments. In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (Passport and/or Identification Card (IC)) at check-in (whether in-person check-in or digital check-in via one of the Platform’s check-in forms). 

(6)   CHECK-IN TIME: 3:00PM (local time)

(7)   CHECK-OUT PROCEDURE: Check-out time is 11:00PM. If you require a later check-out, please contact the Customer Service team by 10:00AM on the date of your departure and we will do our best to accommodate your request. A charge may apply for late check-out.

(8)   CHECK-OUT TIME: 11:00PM (local time). Check-outs past 1:00PM will be subject to a full-day’s rate. However, if you would like to request for a later check-out time, please inform the Customer Service team by 10:00AM on the date of check-out. Late check-outs are subject to availability, and may be chargeable.

(9)   CHILDREN: As the parents, guardians, or chaperones of children aged 12 and under, you are personally and legally responsible for, and must supervise them at all times. For safety reasons, please do not leave children unattended in the property or allow them to roam the Company premises unsupervised.

(10) DEPOSIT: A security deposit may be required to make a reservation. However, this deposit is refundable provided there are no lost or damaged items from the property occupied during your stay. A deposit of one (1) full apartment nightly rate charge plus tax for each apartment for reservations of two (2) or more apartments is required. For bookings with a duration exceeding one (1) month, a deposit is required the equivalent of 50% of the monthly price.

(11) GUEST REGISTRATION: We require valid contact information from the Guest making the reservations including first and last name, address, phone number, and email. The names of all guests occupying the apartment must be registered as well.

(12) QUIET HOURS: 10:00PM to 8:00AM. If you become aware of a disruptive guest, please contact the Company staff immediately by phone or in person. Televisions, voices or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. No congregating or running on the Company premises.

(13) PETS: A limited number of our properties are pet-friendly. This will be indicated in the description of each property. If you are traveling with a pet, please make sure to inform us at the time of your reservation.

(14) NO PARTIES: Holiwork Stays enforces a No Party Policy to ensure we can protect out properties and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the apartment without refund. Registered Guest(s) are responsible for all persons visiting. Non-Registered visitors are NOT permitted after 11:00PM. If found with more “people” not listed on the Guest Registration Form after 11:00PM, your stay will be considered a party. You will be ordered to vacate the premises without refund.

RESERVATIONS & CANCELLATION POLICY

(15) EARLY CHECK-IN / PRE-REGISTRATION: Early check-in is offered based on availability. If you require a guaranteed check-in for arrival prior to 3:00PM, then pre-registration and payment may be required. Please contact our Customer Service staff directly to make reservations requiring early check-in via email or on the numbers given to you upon reservation.

(16) CANCELLATION: If no specific cancellation policy is included in the property listing, cancellation refunds are as follows:

1. if the booking is cancelled 14 days or more before check-in: 100% refund, excluding stays longer than one (1) month;
2. between 7 and 14 days: 50% refund;
3. less than 7 days: no refund.
4. For bookings longer than a month, cancellation refunds are as follows:

• If the booking is cancelled 30 days or more before check-in: 100% refund
• If the booking is cancelled between 14 and 30 days: 50% refund;
• If the booking is cancelled less than 14 days: no refund.

If you need to cancel your reservation, you must do so by contacting our Customer Service team.

(17) GROUP RESERVATIONS: A deposit of one (1) full apartment nightly rate charge plus tax for each apartment for reservations of two (2) or more apartments is required. Large group / Block reservations must be cancelled two (2) weeks prior to arrival date. We reserve the right, and you hereby agree, to retain the deposit to compensate for potential loss of business due to unanticipated apartment vacancies / gaps.

(18) PAYMENT: When booking a property, you agree to pay all applicable fees, including any required deposits, taxes, and service charges. Payments must be made through our platform, via third-party platforms, or via using an accepted payment method, such as a credit or debit card or bank transfer. We use Stripe as our payment provider, which processes your payment information securely.

(19) BOOKING CONFIRMATION: After completing your booking and making a successful payment, you will receive a booking confirmation via email. This confirmation will include essential information about your reservation, such as the property address, check-in and check-out dates, and contact information for the property owner or manager.

(20) SMOKING: All our properties are non-smoking. In case guests do smoke inside the properties, a fine of €300 will be charged.

(21) RIGHT TO REFUSE SERVICE: Holiwork Stays is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that does not violate national laws. Holiwork Stays has a zero tolerance policy in which we will refuse to admit or refuse service or accommodation in our properties or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by the Bulgarian Law and the owners for the operation and management of the Platform’s properties. Holiwork Stays will refuse service or evict a guest: for refusal or failure to pay for accommodations; is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion as to disturb the peace of other guests or is not in compliance with state liquor laws; acts in a disorderly fashion as to disturb the peace of other guests; is unable to properly supervise their children at all times; seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm; or something, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to hotel property or guests; causes or permits persons to exceed the maximum allowable occupancy of room; refuses to abide by the reasonable standards or policies established by Holiwork Stays for the operation and management of our properties.

(22) SPECIAL REQUESTS: We will make every effort to honour special requests such as a specific floor or room number, adjacent rooms, roll-away beds, etc. upon your arrival. All special requests are noted on reservations and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.

(23) TAXES & FEES: All amounts listed on our platform are inclusive of tourist taxes and VAT, where applicable. By booking a property, you agree to pay all fees associated with your reservation, including any required deposits, taxes, and service charges. 

SAFETY

(24) FIREARMS AND WEAPONS: The safety and security of our guests and staff is extremely important to us. Our Firearms and Weapons Policy is designed for the protection of our guests, vendors, staff, and owners, and pertains to the presence of firearms and weapons on any of the properties’ premises. Holiwork Stays recognizes that guests and vendors may legally possess firearms or weapons for a variety of legitimate purposes. This policy has been developed to create a safe environment by providing appropriate guidance over the custody of firearms and weapons on our premises. Guests and vendors who fail to abide by our policy may be asked to leave the rented property’s premises, are subject to trespass and may be subject to further legal action. Exempted from this policy are law enforcement officers and designated military personnel who are on-duty and required to carry firearms in the performance of their duties. No exemption to this policy is allowed for private persons, even those licensed and permitted to carry a firearm openly or concealed under local, state, or federal law, are exempt from this policy.

(25) IN CASE OF EMERGENCY OR FIRE: Please notify the Platform staff in the event of a fire or other emergency.

(26) CHANGES & MODIFICATION TO THE COMPANY POLICY / HOUSE RULES: Holiwork Stays reserves the right to amend, modify, change, cancel, vary or add to these Reservation Policies / House Rules or the arrangements and content featured on the Platform at any time without prior notice. Please check our website regularly for updates to Reservation Policies / House Rules. Any modification to these Reservation Policies / House Rules that occurs before your departure is considered a part of your reservation agreement with us. A copy of these Reservation Policies / House Rules are located on our website, and available from our Customer Service team upon request.