HOTEL "IMPERIAL PALACE" RULES

Dear Guests,

We kindly ask you to observe the following rules and recommendations during your stay with us.

CHECK-IN AND CHECK-OUT

  • Check-in at Hotel "Imperial Palace" begins after 15:00 on the day of arrival. If you require an early check-in, please contact the reception, and we will do our best to accommodate you. All guests must register upon check-in by presenting a valid ID (passport or ID card). Unfortunately, unregistered persons are not allowed to stay overnight at the hotel.
  • Upon check-in, each guest receives a key card and an identification wristband according to the selected meal plan. In case of a lost key card, a €20 fee will apply. Please note that your All-inclusive wristband is your primary identification within the hotel, and it is of the utmost importance that it is worn visibly throughout your entire stay. A €50 fine applies for a lost wristband. A damaged wristband can be replaced with a new one only if the damaged wristband is presented at reception.
  • Rooms must be vacated by 11:00 am on the day of departure. If you require a late check-out, please inform us in advance. Late check-out is possible for an additional fee and depending on availability. Confirmation for late check-out will be provided 24 hours in advance.

 

FOOD AND BEVERAGES

  • All-Inclusive Service: Our All-Inclusive service offers unlimited access to a variety of food and drinks. We kindly ask guests to take only the amounts of food they can consume to avoid waste.
  • Food Consumption: If it is noticed that a guest regularly takes excessive amounts of food that they do not consume and discard, the hotel reserves the right to limit access to the All-Inclusive service or terminate the stay.
  • Alcohol Consumption: As part of the All-Inclusive package, we offer unlimited access to alcohol, but we kindly ask guests to drink responsibly. Excessive consumption of alcohol, which disrupts the peace and comfort of other guests, may result in sanctions.
  • Alcohol Issues: In case of excessive alcohol consumption and causing problems, the hotel reserves the right to limit access to alcoholic beverages or terminate the stay.
  • Age Policy: According to Bulgarian law, alcohol is not served to guests under the age of 18.
  • Table Reservations: Reserving tables in restaurants is allowed only for a reasonable period. To ensure the comfort of all guests, please do not leave personal belongings on tables for extended periods without actual use.
  • Personal Belongings on Tables: The hotel reserves the right to remove personal belongings from reserved places if they are not used within 20 minutes.

SMOKING POLICY

  • In accordance with Bulgarian law, smoking is prohibited in all indoor areas of Hotel "Imperial Palace," including rooms, the lobby, restaurant, and lobby bar. Smoking is only allowed in designated areas outside the hotel. Violators will be fined 200 €.

 

DRESS CODE

  • We kindly ask guests to observe a smart-casual dress code in the public areas of the hotel. To ensure the comfort of all, please do not wear swimsuits in the restaurants and indoor bars.

 

CONDUCT

  • We kindly ask all guests to behave courteously and respectfully towards all staff members and other guests. Any form of aggression or insults will not be tolerated and may result in sanctions.
  • If inappropriate or aggressive behavior is exhibited towards staff or other guests, a warning will be given. Repeat offenses may result in the termination of the stay.
  • To ensure the peace and comfort of all guests, we kindly ask that you observe quiet hours between 14:00 and 16:00, and 22:00 and 08:00. Excessive noise during these hours is not desirable.
  • Violating the quiet hours policy will result in a warning. Repeated violations may lead to the termination of the stay.
  • Guests engaging in illegal activities or actions that endanger the safety of other guests or staff will be immediately expelled from the hotel without a refund for the stay.
  • In the event of criminal activities, the hotel will cooperate with local authorities for investigation and necessary actions.

 

PETS

  • Pets are not allowed оn the hotel premises.

 

PARKING

  • Hotel Imperial Palace offers guests an unguarded parking lot for 18 € per day, subject to availability on the day of check-in. The hotel also has 2 additional parking areas located approximately 200–250 meters from the hotel, which are free of charge. Please note that the hotel cannot assume responsibility for damage to or theft of vehicles parked on or outside the hotel premises.
  • For the convenience of all guests, please do not park vehicles at the hotel’s entrances and exits.

 

 

 

 

 

 

POOL AND BEACH

  • The pool and beach are available to guests from 09:00 to 18:00. Please note that no lifeguards are on duty after this time.
  • To ensure the safety and comfort of all, we kindly ask guests to shower before using the pool and to wear appropriate swimwear. Children under 12 years of age may use the pool only when accompanied by an adult. For your safety, we kindly ask you to avoid jumping into the water, running, and other risky activities around the pool. Food and beverages may only be consumed in designated areas, and glass containers are not allowed.
  • Sunbeds and umbrellas at the beach are used on a "first come, first served" basis. To ensure comfort for all, we kindly ask that you do not leave personal belongings for extended periods without actual use.
  • The hotel reserves the right to remove personal belongings from reserved places if they are not used within 20 minutes, allowing other guests to use the facilities.

 

VIDEO SURVEILLANCE

  • A video surveillance system is installed in the public areas of the hotel in the interest of the safety of all guests. By staying at the hotel, guests accept that they may be recorded. Please be assured that the confidentiality of personal data is fully guaranteed.

 

PHOTO AND VIDEO RECORDING POLICY

  • Personal Recording: Guests are welcome to take personal photos and videos but are kindly asked to respect the privacy of others. Please photograph other guests only with their explicit consent.
  • Professional Recording: If you wish to take professional photos or videos using cameras, drones, or specialized equipment, please contact hotel management for prior permission.
  • Privacy Zones: To ensure the privacy and peace of all guests, filming and photographing in changing rooms, spa facilities, and fitness centers are not allowed.
  • Social Media: Guests may create content for social media discreetly and without disrupting the peace of others. The hotel reserves the right to request the removal of content that does not comply with the rules or may harm the hotel's name and reputation. Misrepresentation of the hotel on social media may result in serious consequences.

 

SAFETY

  • We kindly ask guests to adhere to all hotel safety rules, including those for the use of pools, gym, spa center, and other facilities, to ensure a pleasant and safe stay for all.
  • Swimming after the pool's closing time is undesirable. If safety rules are violated, guests will be politely warned, and repeated violations may lead to the termination of the stay.
  • For the storage of valuables, the hotel offers safes for rent. Please use the safes, as the hotel cannot take responsibility for documents and valuables that are not stored in them. For your safety, please do not hand over your key card to third parties.

 

HOUSEKEEPING SERVICES

  • Rooms are cleaned daily between 09:00 and 16:00. If the "Do Not Disturb" sign is placed and not removed from the door until 15:00, the room will be cleaned the next day. If you need anything after 16:00, please contact reception, and we will do our best to assist you.
  • We kindly ask all guests to maintain a high level of cleanliness in both their rooms and the common areas of the hotel. To ensure comfort for all, please do not leave food or waste outside designated areas.
  • In the event of significant room contamination or damage to hotel property, the hotel reserves the right to impose additional cleaning or repair fees. To maintain high standards of cleanliness and hygiene, bringing food and drinks from restaurants and bars into rooms is discouraged. We kindly ask guests to enjoy food and drinks in designated areas.
  • It is strictly forbidden to remove hotel towels from the room or use them outside the hotel premises. In case of violation, hotel staff may confiscate the towel and a fine may be imposed. Beach towels are available at the SPA center, subject to availability.
  • If violations are repeated, the guest's stay may be terminated without a refund.

 

LOST AND FOUND

  • Forgotten or lost items of guests will be kept by the hotel for one month. If you need assistance finding lost items, please contact reception. After this period, the hotel cannot be responsible for them.

 

COMPLAINTS, REFUNDS, AND DAMAGES

  • If you have any comments or complaints about your stay, please contact reception, the Guest Relations representative, or the Hotel Manager during your stay so we can address and resolve them as quickly as possible.
  • The hotel is not responsible for services provided to guests by external suppliers.

 

CONSEQUENCES FOR VIOLATING HOTEL POLICY

  • If a guest accidentally violates the hotel rules, they will be politely notified. For repeated violations, the hotel reserves the right to terminate the guest's stay without refunding the booked period.
  • In the event of serious violations, such as aggressive behavior or actions that endanger the safety of other guests or staff, immediate termination of the stay may be required.
  • Guests whose stay is terminated due to violations of the rules will not be allowed to book or stay at “S.B. Royal Hotels” Ltd. properties in the future.