These terms cover two things: using this website, and staying in one of our apartments when you book directly with us. They are written to be read in one sitting. If anything is unclear, ask us before you book at office@arcstay.com.
1Who we are
Arc Stay is run by Arc Stay LTD (Арк Стей ООД), a limited liability company registered in Bulgaria under company number (ЕИК) 207449829, with its registered office at 5 Plovdiv Street, 9000 Varna, Bulgaria. VAT number: BG207449829.
The company is represented by its manager, Anton Dimov.
We manage six apartments in the Joya Park Hotel building in Golden Sands, near Varna. The building's other apartments, and its shared facilities, are not ours.
You can reach us at office@arcstay.com or on +359 876 888 044.
2What these terms cover
They apply to anyone using this website, and to every stay booked through the booking form on our apartment pages.
- Booked on Airbnb or Booking.com? Your booking is made through that platform, and its terms and cancellation policy apply in place of sections 4 to 6 here. What we ask of you during the stay (section 7) is the same wherever you booked.
- Group stays are quoted individually. The quote we send you, together with these terms, is what you agree to.
- Property management for owners is agreed in a separate written contract. Nothing on the property-management pages is an offer on its own.
3Prices and what the site shows
Nightly prices and availability on this site come from our reservation system, but they can change until you book. The price that binds us both is the total shown in the booking form before you pay — including cleaning, taxes and any security deposit.
The photographs are of our apartments themselves, not of similar ones.
The pool, hot tub, restaurant and parking are shared facilities of the building. The building runs them, not us, so their seasons and opening hours are outside our control. If one of them matters to your stay, ask us before you book.
4Booking directly
Direct bookings are made in the booking form on each apartment page, which is provided by Hospitable, the reservation system we use. Your booking is confirmed — and a contract made between you and us — when you receive the confirmation email.
The person booking must be an adult able to enter into a contract, and is responsible for everyone in their party keeping to these terms.
No more people may stay than the booking is for, and never more than the apartment sleeps.
5Payment
When you pay, and how much — in full, or a first payment and then the balance — is shown in the booking form before you commit.
Payment is taken by the payment provider behind the booking form. Your card details go to them, not to us: we never see or store your full card number.
If a security deposit applies, the booking form says how much it is and how it is held. It is returned after your stay, less the cost of any damage described in section 7.
6Cancelling
The cancellation policy for your stay is the one shown in the booking form before you pay, and repeated in your confirmation email. It is part of your contract, and says how much is refunded if you cancel, and until when.
The 14-day right to withdraw from contracts made online does not apply to accommodation booked for specific dates. That exception is written into EU and Bulgarian consumer law, so the cancellation policy alone decides what is refunded.
To cancel, reply to your confirmation email or write to us at office@arcstay.com.
If we have to cancel — because the apartment cannot be used, for example — we tell you as soon as we know. We offer you another of our apartments if one is free and suits you, and otherwise refund everything you paid for that booking.
7During your stay
Check-in is from 15:00 and check-out by 12:00. Apartment 21 checks out an hour earlier.
Bulgarian law requires us to register every guest in the national tourist information system, so we will ask for identity documents when you arrive. We record only the details the law requires.
Bulgarian municipalities charge a tourist tax for each night stayed. The booking form shows how it is handled for your stay.
Please keep to the apartment's house rules and, in the shared areas, to the building's own rules.
Please leave the apartment as you found it. You are responsible for damage caused during your stay by you or your party, beyond ordinary wear. We will show you the damage and its cost before charging for it, and may deduct it from a security deposit.
8If something goes wrong
Tell us straight away — by phone if you are staying with us now, on +359 876 888 044. Most problems can be put right on the spot, and we can only fix what we know about.
We are responsible for providing the apartment as described. If we do not, you are entitled to the remedies consumer law gives you.
We are not responsible for delays or failures caused by events outside our reasonable control, such as extreme weather, an outage affecting the whole area, or an order from the authorities. The shared facilities are run by the building; if you report a problem with one, we will pass it on and follow it up.
Nothing in these terms limits liability that the law does not allow to be limited — including for death or personal injury caused by negligence, or for harm caused deliberately or through gross negligence.
9Using this website
The text and photographs on this site belong to Arc Stay or are used with permission. You are welcome to share links to our pages; please do not copy their content for use elsewhere.
We work to keep the information here accurate, and correct it when we find it is not. Links to other sites, such as maps, are there for convenience; those sites are not ours.
10Complaints and disputes
If you are unhappy with anything, write to us at office@arcstay.com. We reply within one working day and would much rather settle things directly.
If we cannot agree, Bulgaria's Commission for Consumer Protection runs conciliation committees that settle consumer disputes out of court: kzp.bg. If you live in another EU country, the European Consumer Centre there can also help with a cross-border dispute.
11Law and courts
These terms are governed by Bulgarian law. If you are a consumer living in another EU country, you also keep the protection of that country's mandatory consumer law.
Disputes go to the competent Bulgarian courts, unless the law lets you bring them in the country where you live.
12Changes to these terms
We may update these terms. The version that applies to your stay is the one in force when you booked. The date at the top shows when they last changed.