Quality of service
What standard of service can I expect from booking online with www.tourinfo.org?
www.tourinfo.org strives to provide excellent customer service combined with a seamlessly efficient online booking
engine. When booking through www.tourinfo.org, the booking process is fast, straightforward and accurate. Furthermore,
the customer relationship doesn't end the moment you make a booking; we provide various means for you to interact with
our customer services team, who are available to support all of your after-sales needs.
How can I be sure that my hotel will be of good quality?
All the hotels that are featured on our website have been inspected to make sure they offer high standards of
accommodation and service which is commensurate with the rate charged.
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Payment for bookings
Do I pay any money to www.tourinfo.org?
NO, www.tourinfo.org is a NO FEE service. Your payment is made directly to the hotel at the www.tourinfo.org rates.
www.tourinfo.org will make the reservation for you with the hotel and in so doing will pass on your credit card details
(only to the hotel you have selected).
How do I pay for the booking?
After selecting a hotel on the website, you will be taken through a simple booking process in which you will be asked to
input information, including your credit card details. The hotel requires your credit card details to guarantee your
reservation ONLY. Your card will NOT be charged until you have confirmed your arrival.
We will send you a reservation form, which you have to fill in and give it back to us by fax or e-mail.
What credit card details must I supply?
We require you to enter the following credit card details on the booking form; full credit card number, start date
(optional), expiry date, security code, issue number (for switch cards only), and the full name and address of the
credit card holder.
What exactly does the reservation system do with my credit card details?
Our reservation system sends your credit card details to the reservation department of the hotel you book. The hotel
does not charge your credit card; they will carry out an electronic pre-authorisation to ensure that the credit card is
valid and that sufficient funds are available to cover the cost of the first nights accommodation charge. This is
standard room reservation procedure used throughout most of the world.
Can I make a hotel booking without a credit card?
Unfortunately, this is not possible. All the Hotels require credit card details (as a form of guarantee) to reserve a
room. If you do not cancel the reservation within the cancellation notice period, and you do not arrive at the hotel,
the hotel is entitled to charge the credit card for the first night's accommodation only. They will then release the
room and sell it to other guests. If the hotels had no credit card details, they would risk being left with an empty
room and no payment. This is why a credit card is needed - to guarantee the booking.
Which Credit Cards are accepted?
Most hotels accept all major credit cards, however, there are exceptions.
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Rates
What are Rack Rates?
A Rack Rate is the rate a hotel would offer you if you approached them directly. These are rates, which have not been
discounted.
What are Discounted Rates?
All hotel rooms sold through our website are discounted, which means they are always cheaper than the rack rates. We
sell a high volume of hotel rooms through our website, and this means we have strong 'buying power' with the hotels we
work with. We negotiate the best rates we possibly can and we pass those savings on to you.
What is VAT?
Value Added Tax (VAT) is a tax imposed by Bulgarian tax law. VAT is added to most goods and services. All rates
displayed on the www.tourinfo.org website include VAT. This means that the room rate you see on the website is the total
price for the room - no other taxes or service charges will be added to your bill.
Is the rate per person or per room?
All the rates shown on our website are per room, and never per person.
Are there any other charges such as additional taxes?
All the rates that you see on www.tourinfo.org include taxes and any service charges. There are no hidden charges. The
rate you see on our website is the rate you pay.
Is Breakfast included in the rate?
Many of the rates found on www.tourinfo.org do include breakfast, but some do not. To find out if breakfast is included
in a rate you need to carry out a hotel search for your chosen dates - you will then see clearly if breakfast is
included by looking at the rates - they will be marked with either RO or BB.
Our children will be with us... do they stay for free?
Usually children under 2 years of age stay for free in their parent's room using the existing bedding. The age
requirement differs depending on the specific hotel's policy. This may be listed on the hotel's main Information page.
If no information on the hotel's main information page is displayed about this topic, please contact us by telephone or
email.
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Choosing a hotel
How do I choose a hotel?
There are several ways to choose a hotel, which suits your needs. You can either search for a list of available hotels
dates that you require, or you can choose a certain hotel, and then check for availability for that hotel for certain
dates.
1. To search for a list of hotels that have rooms available for your
chosen dates, you can use our 'search' function. You just need to
enter the date that you wish to arrive at the hotel, the number of
nights you will be staying, and the type of room you wish to stay
in - our search system will check all the hotels and present you
with a list of all those that are available.
2. You can also use our 'advanced search' function, which is very
similar to the above but with added criteria - for example, you
can search for a certain class of hotel or by area. To get the
advanced search page, just click on 'search' at the top of any
page.
Are rollaway beds/cots available?
Most hotels offer rollaway beds and cots, normally at a charge. Some may have restrictions on what room types will allow
rollaway beds - this may be listed on the hotel's main Information page. To find out more information on the
availability and cost of having an extra rollaway bed or cot for a certain hotel, please contact us by phone or email.
Do hotels have minimum age requirements?
Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example,
some hotels with casinos may require you to be 18 years of age to check into a room. Please inquire with a customer care
advisor or with the hotel directly.
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Special Requirements
Can I specify room location or any other requests?
At www.tourinfo.org, we try our best to make your stay as perfect as possible. We realise the importance of special
requests, and we do pass on any requests made through us on to the hotel. When at the "Your comments and additional
requests" section of your booking process, you can enter any special requests there. We will then pass on your request
to the hotel, at which point they will try their best to accommodate your requirements, however, neither ourselves of
the hotel can guarantee that your request can be met.
Can I check-in earlier than the check-in time?
This depends on the availability of your hotel. When we send your booking through to your chosen hotel, they enter your
name into the system, and allocate you a room for your stay. If the room that you are booked into is preoccupied the
night before your stay, then it is not possible for you to check in early. This is because check-out time for the guests
before you is normally 11:00 am, and then the housekeepers need ample time to clean your room. If the room you have been
booked into is not occupied the night before your stay, then it is possible to check-in early. It is advisable to
request an early check-in when booking, and then contact your hotel the night before your stay to see if your request
can be accommodated.
Can I check out later than the check-out time?
This is not normally possible. A check-out time is in place so that the housekeepers can work to a schedule to keep all
the rooms that are scheduled to be checked-out clean and tidy. It also depends on the availability of your room. If your
room is booked for guests arriving after you, then you will need to check-out on time to give the housekeepers time to
prepare your room for the next guests. You can request a late check-out when booking your room, and your chosen hotel
will try their best to accommodate your request.
Can I leave my bags at the hotel?
For the majority of hotel, the answer is yes. Most hotels have a concierge desk where you can leave your bags before
checking-in. In other hotels where there is not a concierge desk, it is possible to leave your bags behind the reception
desk before your checking-in time.
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Cancellations
Canceling an existing booking
Before canceling, your booking please read carefully the cancellation policy as follows:
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Cancellation policy
Unless otherwise stated in the cancellation terms, you may cancel your booking without charge up to 3 days prior to
arrival and 24 hours in Sofia hotels. Any cancellations received later than 3 days prior to arrival at the hotel will be
subject to a cancellation fee equivalent to the cost of the first night's stay. Failure to show for your reservation
will result in a no-show fee equivalent to the cost of the first night's stay.
What will happen if I do not cancel and do not arrive at the hotel?
If you do not cancel and do not arrive at the hotel, a non-arrival fee will be charged against your credit card,
normally equal to the cost of the first nights accommodation.
