Terms and conditions
The trader
Stays at the Chiflik Hills & SPA family hotel are offered by „ВИРЖИНИЯ ТУРС“ ЕООД, UIC (ЕИК) 204050426, registered office and address of management: 11 Angel Karaliychev St., 5000 Veliko Tarnovo, Bulgaria; phone +359 884 615 302, hotel@chiflikhills.com. All details: Company information.
Opening hours
Breakfast: 08:00 – 10:00 (buffet)
Bar: 09:00 – 22:30
Dinner: 18:00 – 22:00 (à la carte)
Reception: 08:00 – 21:00
Facilities
Outdoor warm pool and jacuzzi: 09:00 – 19:30, 25 May to 30 September
Spa: 16:00 – 19:00, 1 October to 15 May
- steam room
- sauna
- relaxation room
Outside this period, for a charge of €15 per room for two guests, you can use the spa privately.
Massages: according to the price list. Please ask at reception for more information.
Accommodation
Check-in is from 15:00 and check-out is by 12:00.
Prices are in euros (€), per room, and include the night, breakfast, use of the pool and the jacuzzi or of the spa centre according to the season and during their opening hours, Wi‑Fi, parking, tourist tax and VAT.
On public holidays our holiday packages and their terms apply.
An extra bed can go in every room and apartment except the economy rooms and the family room; in the double rooms, the triple room and the one-bedroom apartment it takes the place of a baby cot, not both.
Pets are not allowed.
Children under 2: free of charge.
A baby cot is available: €10 for the whole stay (in every room and apartment except the economy rooms).
Extra beds and baby cots are limited in number and are booked with the room.
Children aged 2 to 10 on an extra bed: €15 for the first night and €8 for each night after.
The economy rooms take neither an extra bed nor a baby cot.
An adult or a child from 11 on an extra bed: €25 a night.
Prices for companies and group gatherings are subject to individual negotiation.
Booking and payment
You book on the site: you choose the dates and the room, enter your details and accept these terms and conditions. You can also book by phone (+359 884 615 302) or by email (hotel@chiflikhills.com). After booking you receive an email with its details.
When you book, you pay a deposit of 50% of the price of the stay. The rest is paid on arrival.
- By card: you pay the deposit on the card payment provider's secure payment page; your card details never reach the hotel. While you pay, the room is held for you; if the payment is not completed, the booking expires by itself and the dates are released.
- By bank transfer: the deposit must arrive within 24 hours. If it does not, the booking is cancelled automatically and the dates are released. We confirm the booking as soon as we see the payment.
Cancellation
You can cancel your booking yourself through the link in the emails you receive about it, or by contacting us.
[to follow: the cancellation terms, after the lawyer's review]
Right of withdrawal
The right to withdraw from a distance contract within 14 days does not apply to accommodation services where the contract provides for a specific date or period of performance (Article 57 of the Bulgarian Consumer Protection Act; Article 16(l) of Directive 2011/83/EU). A booking for specific dates can therefore be ended only under the cancellation terms above.
Complaints and disputes
If something is not right during your stay, tell us at reception so we can put it right at once. You can also make a complaint in writing to hotel@chiflikhills.com or at the hotel's address.
If we cannot agree, you can turn to the Commission for Consumer Protection (kzp.bg) and ask for the dispute to be heard by one of its conciliation commissions (how to ask for one, in Bulgarian). The conciliation commissions help consumers and traders reach an agreement voluntarily and out of court; a dispute is heard once you have first turned to us.
The European online dispute resolution platform closed on 20 July 2025 (Regulation (EU) 2024/3228), so we do not link it.
