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HOTEL KOKO HILLS


GENERAL TERMS AND CONDITIONS



RESERVATIONS AND ACCOMMODATION
The management of Koko Hills Ltd. is committed to ensuring the use of services requested and paid for by the client through online booking, providing full quality and quantity based on the data provided by the client in the booking form: client’s name, period, number of nights, number of adults and children, and the price per night.

All client requests entered in the "Remarks" field of the booking form will be fulfilled if possible.

For reservations involving children, only individuals who have not reached the specified age at the time of arrival are considered.

PRICES AND PAYMENTS
Prices on the Koko Hills Ltd. website are in Bulgarian Leva (BGN) and include VAT, tourist tax, and insurance. The total amount due by the client is automatically calculated based on the number of days, adults, children, and the current price offer for the selected period.

To guarantee online bookings, 50% of the total reservation amount must be paid at the time of booking via debit/credit card or, at the latest, within the specified post-booking period via bank transfer.

Koko Hills Ltd. reserves the right to adjust prices and special offers on its website depending on demand and current availability. For confirmed and prepaid reservations, the amount due will not change regardless of new pricing offers.


CANCELLATIONS AND RESERVATION CHANGES
If the client cancels, does not use, or modifies a paid online reservation, Koko Hills Ltd. will refund the paid amount upon request, subject to the following penalties:

Changes to a reservation without penalty are allowed up to 7 days before the arrival date.

Cancellation without penalty is allowed up to 10 days before the arrival date.

For changes or cancellations after this period, a penalty equivalent to the prepaid deposit will be charged.

For refunds, all transaction costs (e.g., bank fees) are borne by the client. Refunds are processed within 30 days depending on the payment method and are issued exclusively to the bank account from which the payment was received. Your card details are used only by the intermediary bank and are not stored by us.


PAYMENT METHODS
Payments can be made in three ways:

1. Online via debit or credit card
We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic, or Maestro. Payments are processed through the secure payment page of our bank partner (Allianz Bank Bulgaria).

If you are enrolled in the Verified by VISA or MasterCard SecureCode authentication schemes, you will be redirected to your bank's authentication page to enter your password. Upon successful transaction, a receipt will be displayed, which you can print or save. 

For security, the maximum amount payable by card is 3,000 BGN. 

2. Via bank transfer
Payments must be made no later than the specified deadline after booking. A copy of the payment document should be sent to reservations.kokohills@abv.bg, and the reservation number must be included in the payment reference.

3. In cash at the Koko Hills reception
For reservations with a start date within the next three days, cash payment at reception is recommended to expedite processing.

IMPORTANT!
If the online reservation is not paid within the specified period, or if a copy of the payment document is not sent when using a bank transfer, the reservation will be automatically canceled by the system.

If you are unable to pay for an already booked reservation, please notify us at reservations.kokohills@abv.bg. Failure to do so allows Koko Hills Ltd. to seek liability and penalties for unpaid reservations.


REFUNDS
If the client cancels the reservation under the specified conditions, we will refund the amount using the same payment method as the original transaction.

Refunds for payments made via bank card or transfer can only be issued to the card or account used for the payment. All banking fees for the refund are the responsibility of the client.





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