Terms and conditions

Reservations must be made in advance. Accommodation rates will be based  on availability from the date of offer.

Guests will receive a written confirmation of the reservation, once the reservation has been secured (credit card pre-authorization, bank payment, cash at reception or card payment at reception) through a deposit or a travel voucher (for all reservations made through a travel agent or a tour operator.

Reservations for which no valid credit / debit card details are provided, which have not been paid in advance or for which no deposit has been made in advance, are considered by the Hotel to be unsecured reservations. Unguaranteed reservations can be retained by the Hotel only if there is availability and until 15.00, on the day of arrival, after which the Hotel reserves the right to vacate the room without prior notice. Regardless of the situation, maintaining an unsecured reservation remains at the discretion of the Hotel.

The hotel can only accommodate children regardless of age, but children over 6 (six) years old at the time of accommodation will be charged as adults. Guests undertake to take care of children with whom they will stay and will not leave them unattended in the hotel room or in the public spaces of the Hotel.

The rates offered by The Pines include: (1) for The Pines Boutique Villa Brasov: VAT (5%), city tax (1 lei / day / person), mountain rescue tax (2 lei / day / person); (2) for The Pines Boutique Villa Vama Veche: VAT (5%). The list of rates / prices for additional services, such as minibar, are available on request and are displayed in the rooms of our Hotel.

The payment method depends on the choice of the type of reservation, and the respective payment terms may vary depending on the reservation.

The guest has the possibility to pay the tariff for the entire stay before and / or on arrival at the Hotel, as well as for the other costs or requirements requested of the Hotel in cash or by bank card or by pre-authorizing a bank card. If the deposit has already been paid to guarantee the reservation, the guest will pay the difference up to the total amount paid upon arrival at the Hotel. The current costs will be paid only in the local currency of the Hotel (lei / ron) or in euros, according to the reservation process. The alternative offer currencies are only indicative and will be based on the internal exchange rate of the Hotel, being subject to bank fluctuations.

The guest has the obligation to pay in accordance with the agreed rate for accommodation, as well as for extra services agreed according to the offer, at the latest on the last day of stay based on the presentation of the account, together with proof of deposit initially offered by the guest.

If the credit card offered by the guest for guarantee does not have enough funds to cover the reservation, then the reservation will be considered invalid and will be canceled. The same cancellation situation applies if the guest has a credit card with an invalid expiration date or which expires before the day of arrival at the hotel.

By making the reservation, the guest agrees to the Hotel to withdraw the cancellation amount from the credit card used for the guarantee, as mentioned above.

Reservations must be guaranteed by the payment of accommodation costs or by travel vouchers (for bookings made through travel agencies or tour operators). Payment can be made by electronic money transfer (in the bank account mentioned on the proforma invoice) or by credit card.

If the guest does not pay or cannot present a travel voucher at the requested time, the Hotel can treat the reservation as if it was canceled without further notice.

Payments made on our website are processed through the platform www.euplatesc.ro.

Cancellations on any reservation must be made in writing, at least 30 (thirty) calendar days before the start date of the reservation, except in cases where the reservation is made without the possibility of refunding the amounts paid in case of cancellation by the guest of the reservation. If the guest notifies the Hotel at least 15 (fifteen) calendar days before the start date of the reservation about his intention to cancel the reservation, the Hotel will cancel the reservation and the guest will be responsible for paying to the Hotel the cancellation fee, the amount that is described by the Hotel at the time of booking, and if not mentioned, this is 5% of the booking value.

Any cancellation on any reservation made less than 15 (fifteen) calendar days before the start date of the reservation, will be charged with a cancellation fee of 100% of the value of the reservation, respectively, insofar as the guest has paid the entire reservation , in advance, he will not be refunded the amount paid.

Attention! For The Pines Boutique Villa Vama Veche location, cancellation of the reservation, after confirmation and payment, is not possible, any reservation in this location being Non-refundable, respectively cancellation of the reservation is made with the loss of the guest of any amount paid by him, in advance.

For the following periods, reservations are made without the possibility of refunding the amounts paid in case of cancellation by the guest of the reservation, regardless of the time when he requests the cancellation of the reservation:

> Any reservation that includes the date of February 14 or February 24;

> Any reservation that includes the date of March 1 or March 8;

> Any reservation that includes the date on which the Easter Holidays take place;

> Any reservation that includes the date of May 1;

> Any reservation that includes the date of August 15;

> Any reservation that includes the date of December 1;

> Any reservation that includes the date of December 25;

> Any reservation that includes the date of December 31 or January 1.

In case of no-show, all rooms that have been confirmed as reserved will be reserved only for the first night of the scheduled arrival date, after which the Hotel may rent them without prior notice, in the event that no information has been provided. late arrival.

Changes resulting from any reservations must be made in writing. No modification will be guaranteed until the moment of receiving the confirmation, in writing, from the Hotel. The rates resulting from the changes may vary, depending on the nature of the change, as well as the availability at the time of the change brought to the reservations. To the extent that there are tariff differences, the change will be conditioned by the payment of the extra difference. If for the new period there are minus tariff differences, they are not refunded to the guest, the initially paid tariff remaining the valid one.

As the Hotel does not have its own car park, the Hotel is not responsible for the theft or destruction of parked vehicles in the public car parks near the Hotel or in any place near the Hotel. The hotel suggests guests to make sure the vehicle is locked and not to leave personal belongings in the car. The hotel cannot be held liable for damages done to third parties in the area of the public parking lot or the Hotel. The guest has the obligation to behave in such a way as to prevent damage to health, property, nature and the environment. The hotel is not responsible for damages caused by the guest outside the premises of the Hotel.

The Pines Boutique Villa Brasov

Check In: ​​starting at 15:00
Check Out: until 12:00

The Pines Boutique Villa Vama Veche

Check In: ​​starting at 16:00
Check Out: until 11:00

The hotel is entitled to accommodate a guest or to receive a visitor only if they comply with these terms and conditions. Upon arrival at the Hotel reception, the guest will present a document proving the identity (identity card, passport, driving license) of the Hotel employee present at the reception.

The guest will complete and hand over to the receptionist the accommodation form duly completed and signed, in accordance with the laws of Romania. In case of non-completion, the reservation will be treated as “no-show”.

Requests for earlier or later cancellations may be honored only on the day of check-in and check-out, respectively, depending on the availability of the day and will be subject to additional fees.

The Pines can store guests’ luggage for a short period of time, before or after accommodation.

In case you need an earlier accommodation than the standard one of the hotel, please contact us. The hotel recommends booking the night before accommodation for situations where you want to guarantee accommodation earlier than standard time.

Exceeding the check-out time, without notifying the reception in advance, can lead to extra taxes, including, but not limited to, the late check-out fee or even the accommodation fee for an additional night.

Access to the Hotel is made either by ringing the doorbell, in which case a Hotel employee will show up at the door and will open or take over the reception of the Hotel, so that later, after completing the accommodation formalities to direct you to the reserved room, or forming the access code on the console present at the entrance to the Hotel, after having previously been accommodated. The access code in the Hotel will be communicated at the time of accommodation. The guest is responsible that, when forming the access code, to be careful that it is not followed or supervised by other people in order to find out the access code. The guest undertakes not to communicate the access code to other persons, including those persons who claim to be accommodated in the Hotel or, apparently, give this impression, under the sanction of bearing the possible consequences. After the Check Out, the Guest undertakes not to communicate the access code to other persons, under the sanction of bearing any consequences.

The guest will be directly responsible for any damage to the room or public spaces of the Hotel on any furniture, electronic equipment, sanitary ware, floors, finish or any accessory by the act produced by himself, his guests, subcontractors or guests.

If these damages / damages are observed after the departure of the guest (without notifying the Hotel in advance), the Hotel reserves the right to recover the amount of damage, charging the guest’s credit card, offered as a guarantee.

The hotel reserves the right to collect the value of any object appropriated by the guest of the Hotel. The fee will cover all costs of replacing the missing item.

The hotel reserves the right to take action against any guest attempting to block and damage any equipment used to detect and / or extinguish smoke or fire (detectors in rooms and public spaces, fire extinguishers and / or hydrants).

Guests who suffer such damages will be charged at any cost incurred or to be borne by the Hotel as a result of their action and may be instructed to leave the Hotel.

In the event that these damages are observed after the guest’s forfeiture, the amount of money on the credit card provided for the guarantee will be withdrawn.

In case the Hotel staff finds a personal object lost or forgotten by the guest, the Hotel will keep that object for maximum 3 (three) months from the date of the guest’s departure, after which the Hotel will treat that object at its own discretion.

The hotel reserves the right to judge the level of attitude, behavior and accepted noise of the guest or his guests, who must take all necessary measures to correct the actions, as requested by the Hotel staff.

In the event that no amicable agreement is reached, the Hotel may complete a reservation and may request the immediate departure of the guest, without being obliged to return the money paid for accommodation or to pay any compensation.

The hotel cannot accommodate people under the influence of alcohol or drugs or any narcotic and psychotropic substances. The hotel reserves the right to cancel the reservation immediately without making any compensation or refund to the guest or to the guest and to notify the competent police.

The hotel reserves the right not to accommodate guests with an aggressive, verbally or physically insulting attitude at the time of accommodation (check in), during their stay or on the day of departure (check out). The hotel is entitled to cancel the reservation immediately and to make the expulsion from the room and its own premises, without offering any compensation, in case these rules will be violated. It is up to the Hotel if its staff notifies the competent police.

It is part of the Hotel’s policy not to discriminate against people based on race, color, nationality, sex, marital or social status, age, ethnicity or disability, and as a responsible host, we know we have a duty to protect both our guests. , as well as their guests, as well as staff of inappropriate behavior. The guest, his guests, the guests and the subcontractors with whom he gets in touch or (who) represent them, have the obligation to adhere to this policy, and the Hotel manager can decide if the people who did not respect this policy can stay in the hotel.

For guests who change their already confirmed reservations, we ask them to notify the Hotel before the planned arrival, as mentioned in the Cancellation Policy above, to avoid partial or total penalties for services already booked and confirmed.

The number of guests who will be accommodated in any room will be strictly limited, according to the reservation, and under no circumstances can exceed the number 2 (two), 4 (four) for the rooms whose accommodation allows this, respectively 6 (six) for apartments. The limitations were set both for the health, safety and comfort of the guests, as well as for the design and operational reasons of the Hotel.

The guest agrees that if the number of occupants of one or more rooms is higher than the one in the confirmed reservation, the Hotel will not be held responsible and will not accept more people in the conditions of that reservation.

In order to prevent any misunderstandings at the accommodation (check in), please book carefully and send us the real information about the reservation, in which the accommodation data, the tariff, as well as the number of guests should be clearly noted. We will always try to meet the changes, needs and requests of our guests, but we will not be responsible for requests that we cannot honor following a wrong booking.

If the guest cannot be accommodated due to a dispute regarding the confirmed reservation and inconsistent with the number of people arriving at the accommodation, the reservation will be treated as “no show” and the value of the paid services will not be refunded.

The Pines cannot accommodate people with disabilities, due to the lack of a lift.

With the exception of guide dogs, pets are not allowed in the Hotel.

Smoking means the use / lighting of any type of cigarette: traditional, iqos, glo, electronic cigarette, vapo, leaf cigarettes, hookah, s.a.m.d.

Smoking is strictly prohibited in all rooms, as well as in all public spaces inside the Hotel, including corridors, stairs, dining room, seating area, bathrooms and reception area, as well as the entire ground floor of the hotel. Smoking is also prohibited in the immediate vicinity of the entrance to the Hotel. Smoking is allowed only outside the Hotel, in the public area specially designed.

A special cleaning fee will be applied in case of smoking or use of any drugs or narcotic and / or psychotropic substances. If the smoking ban is violated, as well as the use of narcotic and / or psychotropic substances, anywhere inside The Pines, the Hotel will charge a cleaning fee of 100 euros to which will be added the number of nights in which the camera could not be used due to these violations.

The lighting of any source of fire, including candles, fireworks and / or aromatic sticks is strictly forbidden inside the Hotel and will entail penalties amounting to 200 euros.

For non-compliance with the situations described above, the hotel has the right and obligation to notify the competent police and immediately cancel the accommodation without returning any value to the guest.

A valid credit card that will be used as a guarantee / deposit or for pre-authorization, is required at the time of booking, but also at the time of accommodation. The hotel accepts MasterCard and Visa credit cards.

All terms and conditions implied by legal status or common law are exclusive of this document.

The hotel is not responsible in case of loss or damage of personal belongings of guests or guests. The liability of the Hotel is limited in accordance with legal regulations and strictly applicable to the value of this document.

The hotel is not responsible for the damage or disappearance of the personal belongings of the guests, following their interaction with other persons besides the hotel staff or guests / visitors of the guests, during the stay.

The hotel recommends guests to ensure that, during the entire period when this is not in the hotel room, the door to the room is closed, otherwise the hotel does not assume responsibility for the disappearance of personal items. Guests are advised to take out travel insurance to cover the costs of any events such as loss of luggage, personal belongings, or money.

The guest is directly responsible for any damage caused inside the Hotel and especially the hotel room, including finishes, furniture, decorations, sanitary ware, linen, towels and / or bathrobes, equipment and electronic systems in the room. Any damage of any kind to movable and immovable objects caused intentionally or through the negligence of guests, or their guests / visitors will be penalized accordingly, the guest paying the value of damaged goods, repair / replacement costs and, where appropriate, indirect damage to the Hotel, if he is unable to offer the room for accommodation.

The Pines will not violate the terms and conditions of this document if it is unable to honor the services described above and will have the right to cancel a booking if it is no longer able to provide accommodation, due to one or more of the following circumstances:

1. any part of the Hotel is closed due to fire, alteration, damage, redecoration or a restriction imposed on the order of a public authority, for any reason, other than the one detoured to the hotel.
2. in the impossibility of supplying the Hotel with gas, electricity or water coming from outside the Hotel.
3. The hotel cannot honor a reservation, as a result of an action of its own staff or of one of the providers that provides a necessary service for the respective reservation.
4. Fire, explosion, strikes or spontaneous rallies, storm, storm, lightning, floods, clogged sewers, earthquakes or the consequences of any of these lead to the inability of the Hotel to provide its services to Hotel standards.
5. The hotel or any part of it is designated for alternative use if any of the events listed above occur.

The hotel may cancel any reservation immediately after a guest delays payment according to the terms and conditions at the time of booking or if the guest violates any of the clauses stipulated in the above terms and conditions.

For security reasons, a video surveillance system is active outside the Hotel, as well as in public spaces inside. The use of records is made regularly by applying the law of protection of personal data.

The Hotel staff is not authorized to make use of these records nor to make them available to third parties, except for the request, in writing, received from the police, after identification.

The Pines Hotel reserves the right to deduct any amount due by the guest, and the exercise of this right is without prejudice to any other rights that the Hotel may have under this document or the law.

The document will be interpreted in accordance with Romanian law, and the guest agrees to submit to the jurisdiction of the courts of Brasov, respectively Constanta, Romania.

Failure to present or any delay in the exercise of any right or remedy set forth herein or by law by The Pines shall not constitute a waiver of such right or remedy (or anything else) nor shall it prevent or restrict the continued exercise thereof (or another) right or remedy.

We are happy to receive your information and agree that The Pines may use it free of charge to reproduce, disclose and / or distribute without limitation and for any purpose, including your opinions, recommendations and experiences. We assure you that we are very open and willing to resolve any complaint / suggestion regarding reservations, cancellations, refunds requested, etc. if the complaint was received within a maximum of 3 (three) days from the occurrence of the event that gave rise to the complaint / suggestion. If a guest has a complaint during his stay at the Hotel, he must inform the Hotel staff as soon as possible to allow the Hotel Manager to deal with this issue during his stay.

If you consider that your complaint has not been treated as you would like by the property, you can try a solution through the National Association for Consumer Protection. Tel – Consumer Info: 021 319 3266

Municipal Commissariat for Consumer Protection Brasov Address: str. Nisipului, no. 40J, Cristian Commune E-mail: brasov@infocons.ro

Municipal Commissariat for Consumer Protection Constanta Address: Str. Ioan Nenitescu no. 121 Bis, Constanta E-mail: reclamatii.constanta@opc.ro