Terms and Conditions
Visitor Policy
Guests are allowed to invite visitors to their room from 06:00 - 22:00. If the visitor stays in the room after 22:00, the visitor must register by presenting a passport or ID card. The hotel is not responsible for any crimes related to unregistered visitors.
Pet Policy
Our pet policy does not allow pets in public areas, restaurants, bars, Spa and Wellness Center and conference rooms. Passing through public areas with pets is only permitted when entering and exiting your hotel room. If you wish to bring a pet, you must inform the hotel at least 24 hours prior to your arrival. There is an additional fee of EUR 50 per day per pet. Pets must be accompanied by a guest and kept on a leash or in a carrier bag/box at all times. Please note that we only accept small to medium-sized pets (up to 10 kg).
Smoking Policy
The entire hotel building, including rooms and apartments, is non-smoking. We appreciate your cooperation with our smoking policy and reserve the right to charge a cleaning fee of EUR 200 to any guest who violates this policy. We offer several terraces at some of our dining venues where you can smoke. The main smoking area is in front of the hotel's main entrance.
Candles, Incense Sticks and Essential Oils Policy
Candles, incense sticks, essential oils (diffusers, vaporizers, etc.) are prohibited. The use of these items will be treated as smoking, will result in a fine of EUR 200, and the guest may be evicted without a refund.
Cooking, Cooking Appliances, Fuels or Fireworks Policy
The safety of our guests, staff and the hotel is of utmost importance to us. Cooking in guest rooms using any type of cooking appliance is prohibited. A minimum fee of EUR 200 will be charged for cooking in a room, including but not limited to the use of stoves, toaster ovens, water heaters, rice cookers, flammable substances, open flames, barbecue grills, burners, heaters or other items intended for cooking. Open fires, flames or cooking grills, whether charcoal or gas, and fireworks are not permitted anywhere in the hotel. Please always order food and coffee from room service or the restaurants. If damage occurs to hotel property, the guest is responsible for covering the full cost of the items.
Day Use Policy
Guests can book a hotel room for the day. These rooms can only be occupied between 10:00 AM and 7:00 PM. The price of a day use room includes the room rental for the specific time period. The guest can check in at any time during this period and must vacate the room no later than 19:00.
Video surveillance policy
Video surveillance cameras (CCTV) monitor the hotel's territory. All information is recorded, verified on digital media and stored. Video surveillance is carried out to ensure the safety of guests, their property, as well as the property of the hotel. By signing the registration card, upon check-in, guests acknowledge and agree to the use of a video surveillance system on the hotel premises (excluding rooms).
Firearms policy
The hotel prohibits any guest or client from carrying firearms, ammunition, knives or weapons of any kind on the hotel premises. This policy applies to all firearms, whether pistols or long-barreled weapons. Guests who do not comply with these rules will be asked to leave the hotel.
Luggage Storage Policy
Depending on occupancy, guests may store their luggage, at their own risk for loss or damage for any reason, in the luggage room. Luggage cannot be stored for more than 30 days. The hotel reserves the right to refuse storage. Luggage storage is only permitted for items that belong to guests arriving at the hotel with a confirmed reservation or who have had a reservation and have left their room. In theThe luggage storage facility is not permitted to store guests' luggage or belongings from other commercial establishments.
In-room safe policy
The hotel is not responsible for damage or loss of money, valuables, securities, jewelry and other items of the guest that are not stored and locked in the safe provided in the guest's bedroom.
Lost property policy
In case of discovery of forgotten belongings of the guest, the hotel immediately notifies the owner, if known. Forgotten items are stored at the hotel for 6 months from the date of their discovery. After this period has expired and the owner of the forgotten items has not been found, the hotel has the right to use, discard or destroy the items.
Dangerous Goods Policy
- The import and/or storage of raw or exposed cinema films, or any other items of a flammable or dangerous nature, and/or prohibited goods, and/or goods of a suspicious nature is prohibited.
- The guest is personally liable to the management, other guests and employees for all financial or other losses and damages that may be caused by such items or due to their own negligence and failure to follow any instructions.
- Gambling (except casino), contraband, prostitution, weapons, explosives, flammable objects, poisons, drugs, animals are strictly prohibited on the hotel premises.
Property Damage Policy
The guest will be responsible for any loss or damage to hotel property caused by themselves, their guests or any person for whom they are responsible. Damages found after departure - rooms found with litter, in complete disarray and/or "destroyed" will be subject to a deep cleaning fee of 200 euros and/or third party fees, if necessary.
Management Rights Policy
It is agreed that the guest will behave in a respectful manner and will not cause any nuisance on the hotel grounds. The management has the right to ask any guest to vacate their room or other parts of the hotel immediately, without prior notice and without giving any reason, and the guest is obliged to leave when requested to do so. In case of failure to comply, the management has the right to remove the guest's luggage and belongings from the room occupied by them. If the situation escalates and the guest does not comply with this policy, the hotel will call the police.
Photo and Video Policy
The use of photos and videos taken at the hotel for commercial or public purposes is not permitted. Those who do so will be subject to legal action, as the hotel is privately owned and reserves the right to enforce this policy.
Right to refuse service
Grand Hotel Via Serdika Sofia is privately managed. We reserve the right to refuse service to anyone for any reason(s) and this does not violate the laws of the Republic of Bulgaria. The hotel has a zero tolerance policy, whereby we will refuse service or accommodation at our hotel or may remove any person who refuses to comply with reasonable standards and policies established by the Republic of Bulgaria and the hotel management. The hotel will refuse service or evict a guest: upon refusal or non-payment of accommodation, who is under the influence of alcohol, drugs or other intoxicating substance and acts in a manner that disturbs the peace of other guests or is not in compliance with state alcohol laws; fails to properly supervise their children at all times; attempts to use the hotel for illegal purposes; attempts to bring into the hotel: an illegally possessed firearm; or anything, including an explosive or dangerous or toxic substance, which is illegal to possess and which may be dangerous to other persons; destroys, damages, defacescauses or threatens to cause damage to hotel property or guests; causes or permits persons to exceed the maximum occupancy of the room; refuses to adhere to reasonable standards or policies established by hotel management.
Disease and Epidemic Policy
The hotel reserves the right to refuse accommodation to any guest arriving with a contagious disease. In the event of illness occurring during your stay, please notify the front desk staff. In the event of serious illness, you may be asked to seek appropriate medical attention from a nearby health facility. During epidemics, we reserve the right to implement precautions at our discretion or as required by local authorities. We may charge you a room cleaning fee as we deem appropriate under the circumstances.
Parking at your own risk
All vehicles must be declared at check-in. All vehicles are parked at the owner's risk. The hotel accepts no liability for any vehicles, passengers or contents whilst in transit or parked at the hotel. If a vehicle is left in the hotel parking lot after the guest has checked out and without the written consent of the hotel, the hotel reserves the right to forcibly remove the vehicle at the owner's expense. No repairs to vehicles are permitted on the hotel premises.