Frequently Asked Questions

1. How can I make Booking Amendments?
2. How can I cancel my Booking?
3. What is a Booking ID?
4. What are your Cancellations Conditions?
5. How long before I receive my refund?
6. When will my Credit Card be charged?
7. My credit card number is correct, but it is not accepted. Why?
8. What is a Booking Receipt/Hotel Check-In Voucher?

Making a Hotel reservation/booking online

1. How do I submit a Booking?
2. When is my booking final?
3. Once I make my reservation, how long does it take to get confirmation?
4. What if the hotel that I selected is not available?
5. Whose name is the reservation made under?
6.What is the latest time that I can make my reservation?
7. Why do you need to create an Account with my booking?
8. How can I check on the status of my Booking?
9.I am unhappy with your service. How can I submit a complaint?

. . . . . . . . . . . . . . . . . . . . . . . . FAQ . . . . . . . . . . . . . . . . . . . . . . .

1. How can I make Booking Amendments?

For easy online amendments to your Booking please access "My Account".

-Proceed to "My Account"

-Enter your email address and password (supplied to you by email) and click on "Log In"

-Select your Booking ID from the drop down menu

-Select "Modify Booking" and click on "Submit"

-Adjust your Booking as per supplied form and click on "Submit"

2. How can I cancel my Booking?

To cancel your Booking please access "My Account"

-Proceed to "My Account"

-Enter your email address and password (supplied to you by email) and click on "Log In"

-Select your Booking ID from the drop down menu

-Select "Cancel Booking" and click on "Submit"

-Select "Reason for Cancellation", enter comments and click on "Submit"

3. What is a BOOKING ID?

Once you made a booking our reservation system will automatically assign a BOOKING ID to your booking.

In all email exchanges, please make sure that the BOOKING ID is included in the subject line of your message. Our automatic routing system will then file it with the rest of the information about your booking request. Similarly, if you should need to contact us by online, phone, please always state your BOOKING ID. The BOOKING ID will help us retrieve the current status of your booking process.

4. What are your Cancellations Conditions?

We have taken great care to make our Cancellation Policy as flexible as possible. We understand that you may want to amend your travel dates - even at the last minute, or that you may have to cancel your travels - due to unforeseen circumstances. For a detailed summary of our Cancellation Policy please click here or go to Cancellation Policy.

5. How long before I receive my refund?

Once our Accounting Dept. has approved your refund, details are submitted to our Merchant Bank (Merchant Account). The Merchant Bank will then instruct Visa and the Issuing Bank (the bank who issued your credit card) to credit the funds back to your card account. The amount refunded will show on your print card statement pending on the billing cycle, or alternatively show on your account online (usually faster). Refund instructions leave our office within 7 (seven) working days. Communications between banks may take up to 3 weeks.

6. When will my Credit Card be charged?

Though we pre-authorize your credit card prior initiating the Booking Process we will only debit your card once room availability has been confirmed. FindBulgaria.co.uk will then charge your credit card for the amount indicated during the booking process. In case of special room requests, extra beds, transfers or ad hoc rates, our Staff will contact you back by email with an updated quote prior to charging your credit card. Your credit card billing statement will show the payment under Multilateral Ltd, London, , our registered Merchant Account name.

7. My credit card number is correct, but it is not accepted. Why?

There can be a number of reasons that your credit card is declined. Here are the most common problems:

-The card expiration date precedes the reservation date.

-You have reached your credit limit.

-You may have provided us with wrong card details.

-Please check on the spelling of your name, card number, expiry date and the 3 (Visa/MasterCard) or 4 (AMEX) security digits.

-Locked (shadowed amount) due to multiple pre-authorization/booking attempts.

8. What is a Booking Receipt/Hotel Check-In Voucher?

Once room availability has been secured and your booking has been processed you will receive your Booking Receipt by email. The Booking Receipt must be presented to the hotel upon check-in.

. . . . . . . . . . . Making a Hotel reservation/booking online . . . . . . . . . .

1. How do I submit a Booking?

Booking online with FindBulgaria.co.uk could not be easier! Select your desired hotel,apartment or holiday from our website, check on rates and hotel details and hit the 'BOOK' button. Once you've submitted your Booking our Customer Service Agents will immediately attend to your booking details.

Once your payment has been successfully processed and your reservation is confirmed you will receive your Booking Receipt by email. In the event that the hotel is not available we will suggest an alternative hotel to you.

For your convenience we offer secure credit card payment facilities online. We welcome VISA, MasterCard, JCB & AMEX.

2. When is my booking final?

Your booking is final once we have sent the Booking Receipt to the email address provided during your booking process. The Booking Receipt will be made out to the guest name as defined in your booking request and must be presented upon check-in at the hotel.

3. Once I make my reservation, how long does it take to get confirmation?

Once you have submitted your Booking our Customer Service Agents will immediately attend to your booking details. Once your payment has been successfully processed and your reservation is confirmed you will receive your Booking Receipt by email usually within 24 hours. Our Customer Service Agents will do the utmost to meet your booking as fast as possible.

4. What if the hotel that I selected is not available?

Despite our comprehensive hotel room inventory there may be times when your selected hotel may not be available. This may be due to peak booking periods or specials events. In this case we will notify you by e-mail and suggest to you an alternative hotel.

5. Whose name is the reservation made under?

The Booking Receipt is made out to the guests name as defined in your booking request. When you check-in you must present the Booking Receipt (sent to you by email) to the check in counter at your hotel.

6.What is the latest time that I can make my reservation?

We accept bookings anytime before the check-in date. Please take note though that our booking conditions are tied to those of the hotel. Thus we cannot always guarantee availability on short notice booking requests. Bookings on short notice may also be subject to Cancellation Fees. Please also familiarize yourself with our Cancellation Policy.

7. Why do you need to create an Account with my booking.

'My Account' gives you full control over your booking requests and has been designed to make bookings convenient, secure and confidential. Once you posted your first booking, you will receive your log in and access details by email. You can modify/cancel bookings in progress or contact Customer Support for assistance. Features include:

-Check on your Booking Status!

-Modify bookings in progress!

-Unhappy with your booking? Let us assist you.

-Concerned about Refunds? Contact Us!

-View Booking Summaries!

-Print Tax Receipts!

-Update your member profile!

8. How can I check on the status of my Booking?

To check on the status of your Booking in progress please access 'My Account'.

-Proceed to 'My Account'

-Enter your email address and password (supplied to you by email) and click on 'Log In'

-Select 'Click here to view Booking in Progress'

You may also follow up by email. In all email exchanges you must quote your BOOKING I.D. in the subject line of your email.

9. I am unhappy with your service. How can I submit a complaint?

We do hear you. Any complaint regarding the supply of a service should be brought to our attention as early as possible and within 1 month of the date of service. To initiate a complaint about the hotel or our services please proceed to 'My Account'. Once you posted your first booking request you will receive your log in and access details by email. Please summarize your complaint and submit via the Complaint/Assistance Form. Please always include your Booking I.D. for reference. Any complaint received after 1 month will not be investigated. We will abide by the following time-scales:

1.an acknowledgement sent within 3 working days

2.a progress update within 10 working days

3.a substantive reply and conclusion within 14 working days

Please note that we do not accept complaints by fax or by phone. When describing your case please be precise and short as possible, so our Quality Assurance Department can investigate the case. In order to help investigate and resolve a complaint, we may require supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider at a later stage. Without such written documentation, the process will take longer and will be more difficult to resolve.

To submit your Complaint please access 'My Account'.