HOTEL GENERAL POLICY
All guests lodged or visiting Aqua Nevis Club Hotel are requested to read the Hotel's General Policies:
FOOD AND BEVERAGE
No food or beverages brought into the Hotel (external purchases) may be consumed in our Restaurant premises,
without the express written consent of the Hotel.
ARRIVAL AND DEPARTURE POLICY
Check-in time is guaranteed as of 2 pm (unless previously guaranteed by Hotel); check-outs should be done by 12 pm
(noon). Rooms are held until 4 (four) hours after the Hotel check-in time of the day of arrival. For guests checking-out
later than 2 pm, the Hotel reserves the right to charge an additional night, quoted according to the Best Available Rate
at the time of check-out.
In line with the change in Bulgarian legislation, Aqua Nevis Club Hotel operates a NO SMOKING policy within all interior areas
of the Hotel, including: guest bedrooms, public areas and corridors. For resident guests who do not comply with our NO SMOKING
policy, a charge of 200 BGN will be added to their bill to facilitate the cost of cleaning all soft furnishing to remove the
odour of tobacco. Designated smoking areas have been allocated within the Hotel outdoor grounds - please enquire upon check in.
We appreciate your co-operation with this No Smoking Policy.
DRESS CODE AND BEHAVIOUR
The dress code in all public areas within the Hotel is smart casual. Guests are only allowed to be in swimwear at the Hotel
swimming pool. When frequenting any other public areas, they are required to be fully dressed and in accordance with our dress
The Hotel reserves the right to judge acceptable levels of noise or behaviour of guests, who must take all steps for corrective
action as requested by the Hotel.
In the event of failure to comply with management requests, the Hotel may terminate the booking or stop any event immediately
without being liable for any refund or compensation. It is the policy of the Hotel not to discriminate on the grounds of race,
colour, nationality, creed, sex, marital status, age, ethnic origin or disability. Guests, employees and all sub-contractors are
expected to adhere to this policy and the Hotel may, without incurring any liability to the guest, remove from the Hotel any
person or persons offending against this policy.
Aqua Nevis Club Hotel is provided with CCTV system.
POWER / ELECTRICAL FAILURE
In case of power failure, Please remain calm. The hotel is provided with its own generator.
Aqua Nevis Club Hotel has 24 Hours medical services available.
In case of lift entrapment, Please push the emergency button in order to contact the Front Office.
Aqua Nevis is a newly built hotel with materials and furnishing from the latest generation, which provide reliable protection
and security. As we are very responsible to the safety of our tourists and staff, we have taken extremely serious precautions
to prevent any fire accidents. All the guests have less than 35m to reach a place of safety, that is the open air or a protected
stairway. There are available fire extinguishers of a suitable size within easy reach of premises provided each 25 meters intervals.
All stairways are separated from the remainder of the hotel with materials having at least 60 minutes fire resistance.
It is essential that all employees have already been aware of the Fire Safety policy and act in accordance with its content.
Training is provided to all employees on the implementation of this policy and thereafter during induction training for new recruits.
If the alarm is sounded, Please immediately follow the fire escape route, which every our guest needs to remember once he had enter
his room. Locations of fire exits are clearly marked on the floor plan on the back of each guestroom door.
Pets are not accepted, with the exception of guide dogs.
The Hotel has its own car park, which is free for Hotel guests and according to availability of parking space. The Hotel does
not accept responsibility whatsoever for damage to, or theft from, or theft of, vehicles parked on the Hotel premises.
COMPLAINTS AND LIABILITY
Any comment or complaint regarding the stay should be made to the Front Office or Hotel Duty Manager at the time of visit so
that the matter can be resolved immediately. Other than the event of death or personal injury caused by the negligence of the
Hotel, the Hotel's liability to the guest is limited to the price of the booking. Unless the Hotel is liable under the above
clause, the guest indemnifies the Hotel from and against any and all liability and any claims, proceedings or damages resulting
or arising from the guest, booking, event or function. The Hotel will not be liable for failure to perform, in the event that
said failure is caused by any factor beyond its reasonable control. The Hotel reserves the right to charge guests the cost of
rectifying damage caused by the deliberate, negligent or reckless act, omission, default or neglect of the guests towards the
Hotel's property or structure. Should this damage come to light after the guest has departed, the Hotel reserves the right to
make a charge to the guest's credit card, or send an invoice for the amount required to make good or remedy any such damage to
the registered address. The Hotel will make every effort to keep any costs that the guest would incur to a minimum. The Hotel is
subject to statutory controls, including those relating to fire, licensing, entertainment, health, hygiene and safety. All terms
will be construed in accordance with Bulgarian law and the Hotel and guest submit to the non-exclusive jurisdiction of the Bulgarian
THIRD PARTY LIABILITY
The Hotel does not accept any liability for services rendered by third parties to guests, notwithstanding
that such services may be arranged by the Hotel. Any claim, demand, charge, suit or damages which may be incurred by the guests
(or any person claiming there under) shall be made directly with such third parties and the Hotel shall render all reasonable
assistance in this regard.