Welcome to Grand Royale Aparthotel & Spa, offering tranquillity, comfort and relaxation amidst the natural beauty of the Pirin Mountains.

On this page, you will find important information about reservations, stay conditions, SPA access, family services, pets and hotel facilities. Our aim is to ensure a comfortable and enjoyable stay for all guests.

During their stay at Grand Royale Aparthotel & Spa, guests can enjoy the following services:

• Free outdoor unguarded parking (subject to availability; advance reservations are not possible)
• EVPoint electric vehicle charging station
• Room service (food orders accepted until 22:00)
• À la carte restaurant
• Lobby bar
• SPA centre
• Ski storage for guests’ own ski equipment during the winter months
• Complimentary shuttle service to and from the gondola lift base station (during the winter season)
• Laundry service (additional charge)
• Wi-Fi throughout the hotel
• Transfers to/from Sofia Airport – please contact our partners at www.hdairporttransfers.com

1. Reservations and Payment

You can make a reservation at Grand Royale Aparthotel & Spa in the following ways:

• By telephone: +359 887 882 748
• By email: reservations@grandroyale.bg
• Via the hotel website: www.grandroyale.bg
• In person at the hotel

All reservations are subject to confirmation based on availability at the time of the request.

The hotel reserves the right to change prices depending on demand and availability at the time.

The hotel reserves the right to apply different reservation guarantee conditions.

Where an advance payment is required, the reservation is considered guaranteed once the required deposit has been received within the deadline specified in the confirmation.

Methods of paying a reservation guarantee deposit

Where partial or full advance payment is required, payment can be made in either of the following ways:

• Payment via our virtual POS terminal
• Payment by bank transfer

Payment by debit/credit card via V-POS

• Accepted cards: Visa, Mastercard and bCard debit, credit and business cards.
• Transactions are processed using the Mastercard Identity Check and Visa Secure security programmes.
• For security reasons, the maximum amount payable by card is EUR 4,000.
• We do not store bank card details used for payments through the website.
• If a card payment needs to be refunded, the amount will be returned to the same card.

Important! At no point during the reservation process, payment or after payment does the merchant have access to the cardholder’s card details.

Payment by bank transfer

• Please enter your reservation number as the payment reference.
• All bank charges are payable by the sender.

If you require a company invoice, please send your company details to reservations@grandroyale.bg before making payment.

Our team is available to assist with any questions about payments and conditions.

2. Cancellations and Changes to Reservations

Depending on the cancellation policy applicable to the specific offer or period, the following conditions may apply:

• cancellation without penalty up to a specified number of days before check-in;
• the full reservation amount is charged for cancellation at any time after confirmation.

Where a refund is required for a payment made by the guest’s card, the corresponding amount will be refunded by card transaction to the same card account.

All changes and cancellations are accepted in writing only, at: reservations@grandroyale.bg

Force majeure

If circumstances constituting force majeure prevent a guest from travelling, the guest must notify the hotel in writing before the check-in date.

In such cases, the hotel reserves the right to retain the deposit paid for the reservation. The hotel will issue a voucher for the value of the retained deposit, valid for one year from the originally scheduled check-in date.

3. Check-in and Check-out

• Check-in: after 14:00
• Check-out: by 11:00

Early check-in and/or late check-out may be arranged upon advance request, subject to availability, and may incur an additional charge.

If you expect to arrive after 20:00, please inform reception in advance.

4. SPA and Wellness

SPA facilities

• Indoor swimming pool with a water temperature of 30–32 °C and a children’s section
• Warm Jacuzzi
• Finnish sauna
• Aroma sauna
• Infrared sauna
• Steam room
• Salt room (paid service)
• Fish spa (paid service)
• Relaxation area
• Fitness centre

SPA opening hours: 09:00–20:00

Important information

• Children under 14 must be accompanied by a parent or guardian.
• The SPA centre is a place for peace and relaxation. Please respect other guests’ quiet and privacy.
• Access to the SPA area for non-resident guests is subject to availability and the capacity of the complex.

5. Families and Children

Grand Royale Aparthotel & Spa is a great choice for families with children and regularly welcomes our youngest guests.

Facilities for children

The complex offers:

• Indoor children’s play area
• Outdoor playground
• Games room
• Spacious green areas for play and walks
• Relaxed, family-friendly atmosphere

Baby facilities

Available upon advance request:

• Baby cot
• High chair
• Baby bath
• Potty
• Bathroom step stool
• Toilet seat for children

Opening hours

• Indoor children’s play area: 09:00–20:00

Children under 3 must be accompanied by a parent or guardian.

6. Staying with Pets

Grand Royale Aparthotel & Spa welcomes pets under the following conditions:

• Pets weighing up to 30 kg are permitted.
• Guests must notify the hotel in advance and obtain its explicit confirmation.
• Guests with pets are accommodated in ground-floor rooms with direct access to the garden.
• An additional fee of EUR 16 per day applies.
• A Pet Accommodation Declaration must be completed at check-in.

7. Parking and Ski Storage

• The hotel provides free outdoor, unguarded parking.
• Parking spaces cannot be reserved.
• The hotel is not liable for damage to vehicles in the parking area.
• The hotel provides complimentary ski storage for guests’ own ski equipment.
• Walking through the hotel’s common areas in ski boots and storing ski equipment in guest rooms are not permitted.

8. Stay Rules, Safety and House Rules

• Guests must present a valid identity document at check-in.
• Smoking in guest rooms and indoor common areas is strictly prohibited. A EUR 50 penalty applies in the event of a violation.
• Furniture must not be moved or taken out of guest rooms.
• Behaviour that disturbs other guests is not permitted. Please observe quiet hours between 22:00 and 08:00.
• Bringing food and drinks into, or taking them out of, the hotel restaurant and lobby bar is prohibited.
• Access key cards must be returned to reception on departure. A EUR 6 penalty applies for a lost card.
• A complimentary safe is available at reception. Please keep your valuables and documents in the safe. Guests are responsible for items left in their rooms or elsewhere on hotel premises.
• The minibar is replenished daily and items are charged according to the price list.

9. Personal Data and Security

A video surveillance system operates in the common areas of the complex for the safety and protection of guests and property.

Grand Royale Aparthotel & Spa processes personal data in accordance with applicable Bulgarian and European legislation.

For further information, please read our Privacy Policy.