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GENERAL TERMS AND CONDITIONS

The Mill Hotel Residence

These General Terms and Conditions govern the relationship between The Mill Hotel Residence, managed by B.H.R. EOOD, UIC: 201439358, with its registered seat and address of management at 25 Ivan Vazov Street, 8230 Nessebar, Bulgaria (hereinafter referred to as “the Hotel”), on the one hand, and all natural and legal persons using or visiting the website www.themill.bg (hereinafter referred to as “Users”), on the other hand.

By accessing the website and by clicking any button, link, or text published on the Hotel’s website, Users confirm that they have read, understood, and agreed to be bound by these General Terms and Conditions, as well as by the Privacy Policy.

Accommodation and Reservations

ACCOMMODATION

Check-in: from 14:00
Check-out: until 12:00.

Upon check-in, guests are required to present a valid passport or identity card.

1. Early Check-in and Late Check-out

Check-in earlier than 14:00 or an extension of the stay on the day of departure until 18:00 is possible subject to availability. A request must be submitted to the Reception one day in advance, and the applicable early check-in or late check-out rates will apply.

2. Visitors in Guest Rooms

Guests of The Mill Hotel Residence may invite visitors to their rooms. Visitors must register at the Reception and present a valid identification document (identity card or passport). The Hotel shall not be held responsible for any incidents or violations involving unregistered visitors.

3. Day Use of Rooms

Day use of a room is possible subject to the availability of free rooms and at the discretion of the Hotel, between 10:00 and 18:00. For current rates and reservations, please contact the Reservations Department.

Reservations Department: reservations@themill.bg

Guests may make a reservation at The Mill Hotel Residence in several ways:

For all types of reservations, the following information is required:

  • Guest name, period of stay, number of nights, number of adults and children (children are aged 2 to 12 years; children up to 5 years stay free of charge);
  • Selection of room type and rate offer;
  • Contact details: guest name, email address, telephone number;
  • For payment by bank card: credit/debit card number; card expiry date; cardholder’s name; Card Security Code (CVV2 / CVC).

Direct reservations are made through the Hotel’s website: http://www.themill.bg/

Through the online reservation system on our website, you can make a reservation yourself by selecting the “Book Now” button, after which you will be redirected to the online reservation form.

1. Complete the reservation form

Please provide the following information:

  • Guest name, period of stay, number of nights, number of adults and children, additional services.
  • After the information is entered, the available booking options will be displayed – room types, offers and the corresponding rates.
  • Select your preferred room and rate offer.
  • If you have any special requests or requirements, please enter them in the “Notes” field.
  • In the next step, you will need to enter your personal details to complete the reservation: first name, last name, email address and telephone number.

2. Select a payment method

Payment by credit/debit card; guarantee by bank card or by bank transfer.

3. Payment / guarantee of an online reservation by credit or debit card

Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro cards are accepted. The payment is processed through our virtual POS terminal. Detailed information about the payment of online reservations is available in the section “ONLINE PAYMENT FOR RESERVATIONS”.

4. Payment of an online reservation by bank transfer

Payment by bank transfer must be made within 72 hours after the reservation is created. You must pay a deposit or the full amount, according to the conditions of the rate offer you have selected.

5. Review of the details and acceptance of the conditions

To complete your reservation, you must agree to the Hotel’s “General Terms and Conditions” and the “Privacy Policy”, and then select the “Book” button. If the transaction is successful, a confirmation screen for your reservation will be displayed. You will receive the reservation number and the details of the requested service at the email address you provided.

6. The reservation is considered GUARANTEED

The reservation is considered guaranteed upon compliance with the rate policies and conditions, namely after full payment of the reservation value or payment of a deposit. The prepayment can be made by credit/debit card or by bank transfer (within 72 hours after receipt of the reservation confirmation). The payment must be received before the date of arrival.

For any difficulties or questions, please contact us at:

Email: reservations@themill.bg

Telephone: +359 888008880

For individual reservations by email, telephone or at the hotel, you are required to provide the following information:

  1. Parameters: Guest name, period of stay, number of nights, number of adults and children, additional services.
  2. Price offer: The accommodation offer will be sent to you by email, Viber or by telephone. A request for an offer does not guarantee that the room will be held.
  3. Confirmation: After the guest accepts the price offer, The Mill Hotel Residence will reconfirm the available rooms and rates at that time. The guest receives a confirmation of the reservation.
  4. The reservation is considered GUARANTEED after full payment or payment of a deposit by credit/debit card or by bank transfer (within 72 hours after receipt of the confirmation). The payment must be received before the date of arrival.
  5. Special requests and requirements of the guest indicated in the reservation are not binding and will be fulfilled only subject to the hotel’s occupancy.

For any further questions, please contact us at:

Email: reservations@themill.bg

Telephone: +359 888008880

  1. Non-refundable reservations: As a guarantee, a deposit equal to the full value of the reservation is required, which will be charged at the time of booking via the virtual POS terminal, in cash (at the hotel) or by bank transfer. The payment must be received before the date of arrival.
  2. Reservations with a flexible payment policy: As a guarantee, a deposit equal to the total value of the reservation according to the conditions of the offer is required, which will be charged at the time of booking via the virtual POS terminal, in cash (at the hotel) or by bank transfer. The payment must be received before the date of arrival. Upon check-in, the remaining amount is paid after deducting the deposit already paid.

Every reservation is considered confirmed and guaranteed after full payment or receipt of the deposit.

All prices are in Euro (€) and include 9% VAT, tourist tax and insurance.

The Mill Hotel Residence reserves the right to change the prices and special offers on its website.

After the reservation is created and its specific details are entered, the room type is selected and the payment for the reservation itself follows.

The following credit/debit cards are accepted: Visa, Visa Electron, MasterCard, MasterCard Electronic or Maestro.

  1. Payment online (via the hotel’s website) by debit or credit card:
  • The total amount due from the guest is calculated automatically depending on the number of days, the number of adults and children and the current rate offer for the relevant period. The payment itself is made through our virtual POS terminal.
  • Payment / Guarantee of the reservation by credit/debit card opens the BORICA payment page. The payment screen is in a BORICA 3-D Secure environment, which ensures full protection of the data entered by the guest:

– credit/debit card number;

– card expiry date;

– cardholder’s name – exactly as printed on the bank card;

– Card Security Code (CVV2 / CVC) – this field must contain the three-digit security code usually printed on the back of the bank card.

The Hotel has no access to the cardholder’s card data and does not store it. The card data is used only by the intermediary bank.

  • Cards requiring additional 3-D authentication: For cards registered in the Verified by Visa or Mastercard SecureCode authentication schemes, the system redirects to the authentication page of your issuing bank, where a password is entered to confirm the payment. To use a bank card, the service must be activated. A secret code is generated, which is used for online payments. Activation is possible at any ATM in the BORICA network.

At the time of the online reservation, the amount will be automatically charged to the card upon completion of the payment process through the virtual POS terminal.

  • After successful payment of the reservation amount, the system automatically generates a confirmation of the reservation.
  1. Security of card payments
  • The security of the entry and transfer of card data is ensured by SSL protocol encryption of the connection between our server and the payment page of our acquiring bank.
  • The authenticity of your card is verified by entering a security code (CVV2).
  • In addition, to identify you as a cardholder, the e-commerce payment server of our acquiring bank supports the authentication schemes of the international card organizations – Verified by VISA and MasterCard SecureCode – if you are registered to use them.
  • For payments over 5,000 Euro or the equivalent in another currency by debit or credit card, to ensure the security of the payment, the hotel may require prior approval, advance payment by bank transfer, additional identification of the cardholder or splitting of the payment into several transactions.

As the payment reference, please enter the name under which the reservation was made, the check-in date and the reservation number. Bank payment deadline – within 72 hours after the reservation is created.

Bank account in Euro:

COMPANY: B.H.R. EOOD
BANK: Allianz Bank Bulgaria JSC
BIC (SWIFT): BUINBGSF
IBAN: BG84BUIN95611000628978

All bank charges and transfer fees are for the sender’s account.

Within 72 hours after the amount is received in the hotel’s bank account, you will receive an invoice for the payment made.

Possible payment methods:

  • Cash (Euro)
  • Credit/debit card for reservations with a value of up to EUR 5,000.
  • Confirmed and paid reservations – For reservations that are already confirmed and paid, the originally agreed conditions and prices apply. Subsequent changes in prices or new offers do not apply to them.
  • Reservations not paid within the specified deadline – Your reservation will be cancelled automatically if the payment is not made on time. If you are unable to pay, please let us know at reservations@themill.bg.

Cancellation of a reservation

A direct reservation can be cancelled by email at reservations@themill.bg. The following conditions apply to cancellations:

  • For cancellations made 5 or more days before arrival, 100% of the amount paid is refunded.
  • For cancellations made less than 5 days before arrival, 50% of the amount paid is refunded.
  • For cancellations made 1 day before arrival or in case of a no-show, the entire deposit is retained.

Bank fees and other costs of the transfer are borne by the guest. The refund is made within 15 to 30 working days to the bank account from which the payment was received.

No refunds are made for unused services in case of a shortened stay or early departure from the hotel.

Changes to a reservation

Changes are possible subject to availability and the current rate conditions at the time of the change request.

In case of force majeure or other reasons beyond the hotel’s control that prevent the stay, The Mill Hotel Residence may cancel the reservation. In this case, the hotel offers a new period of stay under the same conditions or refunds the deposit paid within 30 days after receiving a written request from the holder of the reservation.

If the guest cannot travel due to force majeure, the guest must notify the hotel in writing and provide evidence. The hotel will offer accommodation for another period.

Rights and obligations of the guest (client)

  1. The guest undertakes to provide true personal data and correct bank card data. False or incomplete information may make it impossible to provide the service and may lead to cancellation of the reservation.
  2. The guest undertakes to pay the value of the reservation within the established deadlines.
  3. The guest undertakes to comply with the laws of the Republic of Bulgaria and the hotel’s internal regulations.

Rights and obligations of the hotel

  1. The hotel provides clear information about prices, cancellation conditions and the deposit policy before the reservation is confirmed.
  2. The hotel undertakes to provide the services requested and paid for by the guest in accordance with the reservation.
  3. If the payment deadlines are not met, the hotel has the right to cancel the reservation in accordance with the stated conditions.

Liability and additional information

Please provide accurate data when making a reservation and comply with the rules of stay at the hotel. The guest is liable for damages caused intentionally or as a result of failure to comply with these rules.

If you have a remark or a problem during your stay, please notify the reception promptly so that we can assist. The hotel reviews reports and claims according to the specific circumstances and the applicable legislation.

Services not used at the guest’s request, and missed or delayed services, are not compensated unless the conditions of the reservation provide otherwise.

Parking is provided free of charge until a limited number of free spaces is exhausted. After they are filled, a paid parking option is offered.

General Policies

DISPUTES AND COMPLAINTS

Complaints and disputes

If you find a problem with a service provided, please notify the reception during your stay so that we can promptly check the case and propose a solution. The report can be made verbally or in writing. The hotel will review it and, upon request, will confirm that it has been received.

Complaints submitted after departure are also reviewed in accordance with the applicable legislation.

Payment disputes

If you have questions or disagree with a payment, you can contact the hotel at reservations@themill.bg. We will check the case and provide the available information. You also have the right to contact your bank in accordance with its rules and deadlines.

Penalties and additional fees

Cancellation or no-show fees are applied only when they have been clearly stated in the conditions of the reservation and accepted by the guest. Fees for additional services or damages caused may be charged in accordance with the applicable conditions and legislation. In case of a justified request for a refund, the hotel will assist in processing it within the applicable period.

Disputes

Disputes related to these General Terms and Conditions or to payment through a POS terminal are resolved first through negotiations. If no agreement is reached, each party may seek protection through the courts.

In case of a dispute with a bank regarding a payment service, the client may contact the Conciliation Commission for Payment Disputes at the Commission for Consumer Protection, when the legal conditions are met. More information is available on the website of the Bulgarian National Bank.

Pets are not allowed at the hotel. This rule helps us ensure comfort, hygiene and peace for all guests, including people with allergies. Thank you for your understanding and cooperation!

The building of The Mill Hotel Residence, including the rooms and suites, is non-smoking. Guests may smoke in the designated areas at the restaurant and lobby bar, as well as in front of the main entrance.

If smoking is detected in a prohibited area, the hotel may charge an additional cleaning fee of €200.

Flammable materials and appliances

For the safety of guests and staff, the use of candles, aroma devices, cooking appliances, fireworks, pyrotechnics and other flammable items is not allowed in the rooms, on the balconies and terraces, or in the common and event areas of the hotel. For food and beverages, guests can use the restaurant or the “Room Service”.

Weapons and dangerous items

Carrying or storing firearms, ammunition and other dangerous items, including means of self-defense, is not allowed at the hotel. In case of violation, the hotel may terminate the stay in accordance with the applicable conditions. The guest is liable for any damage caused.

Fire safety

Fire detection systems and emergency exits must be used only in case of real danger. In case of unjustified activation of an alarm or emergency equipment, the hotel may claim reimbursement of the costs incurred and compensation for damage caused. In case of intentional action or gross negligence, the hotel may terminate the stay in accordance with the applicable conditions.

Key card and room check-out

A fee of €30 is charged for a lost key card. Please make sure that the room door is closed when you leave. On the day of departure, please inform the reception that you are vacating the room.

Emergency situations

Please familiarize yourself with the safety instructions and the evacuation plan posted on the inside of the room door.

Safety of children

Children up to 12 years of age must be accompanied and supervised by a parent or a responsible adult in the rooms and in the common areas of the hotel.

Luggage

The hotel offers luggage storage in a dedicated room, subject to available space. The service is available to guests with a confirmed reservation and to guests who have already vacated their room. The hotel may refuse storage when there is no free capacity. Please do not leave money, documents or other valuables in your luggage.

Valuables

There is a safe in the rooms for storing personal belongings and valuables. We recommend that you use it.

Lost and found

If a lost item is found, the hotel will make an effort to contact the owner. Items are kept for up to 1 month from the date they are found. Food, beverages and items that create a hygiene or other risk may be discarded earlier. After the storage period expires, the hotel may dispose of the remaining items.

We kindly ask guests to take good care of the hotel property. The guest is liable for damage caused by the guest, the guest’s visitors or persons for whom the guest is responsible.

In case of serious soiling, damage or the need for specialized cleaning, the hotel may charge a fee of €200. If the actual costs of cleaning or restoration are higher, additional costs may also be charged.

Guests are welcome to take photos and videos for personal use and to share their memories of their stay. Professional filming or use of images of the hotel for commercial, advertising or other business purposes requires prior written approval from the management. Please respect the privacy of other guests and the staff.

For inquiries: reservations@themill.bg

For the convenience of guests, the hotel offers free parking spaces. They are limited in number and are taken on a first-come, first-served basis. The spaces cannot be reserved or guaranteed.

If the car park is full, there is a municipal car park nearby. The price is €1.50 per hour or €7.50 per day. It is set by the Municipality of Nessebar and may be changed by the municipality.

Please declare your car at check-in at the hotel and do not leave valuables in it. Parking is at the owner’s own responsibility, in accordance with the applicable legislation.

For the comfort of all guests, parties, noisy gatherings and unauthorized visitors in the rooms are not allowed at the hotel. Please observe the quiet hours between 22:00 and 06:00.

We kindly ask guests to comply with the internal rules and to treat other guests and the staff with respect. In case of behavior that seriously disturbs order or threatens safety, the hotel may terminate the stay. If necessary, assistance will be sought from the competent authorities.

CONTACT INFORMATION
The Mill Hotel Residence

Address: Archaeological Park District 2, 8230, Nessebar, Bulgaria
Email: reservations@themill.bg
Telephone: +359 888008880

New Year 2027 at The Mill Hotel Residence, Nessebar View the offer