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Reservation Policy

Pricing and Payment

The Use of the FlatAway website is provided free of charge.

In order to make a Reservation, you will be required to pay a Reservation Fee, as detailed in the relevant Listing (the “Reservation Fee”). The fee will be equal to the average nightly rate at which the Listing is advertised during the period you selected plus a one time cleaning fee.

Your reservation is accepted instantly once the payment of the Reservation Fee is confirmed by our payment provider Stripe. If the payment is processed successfully you will see a success page with your booking confirmation code. Additional instructions will be sent to the email address you provided during the reservation process within 24 hours of payment confirmation.

Cash payments are not accepted under any circumstances.

If a Reservation is extended you will receive additional payment instructions.

We act as a payment collection agent for the homeowner, for the sole purpose of facilitating payment of the Reservation Fee from you to the homeowner.

All amounts (including Reservation Fees) stated or referred to in the Terms of Use are listed in the Listings in Euro (EUR) and are inclusive of tourist taxes and VAT in cases where these are applicable.

We accept the following types of payments:

– Online payment with credit or debit card via FlatAway, facilitated by Stripe.
– Online payment via a virtual POS terminal, facilitated by MyPOS.

– Bank transfer (for reservations longer than 1 month)

Cash payments are not accepted under any circumstances.

Cancelation Policy and Refunds

If you cancel a Reservation, the following amounts of the Reservation Fee will be refunded to you:

    • If you cancel your reservation thirty (30) days or more prior to the first day of your stay, you will receive full refund of the Reservation Fee, with exception of any transaction cost Flat Away have done
    • if you cancel your reservation between thirty (30) days and 2 weeks before the first day of your stay, you will receive a refund of 50% of the Reservation Fee;
    • if you cancel your reservation fourteen (14) days or less before the first day of your stay, you will not receive any refund of the Reservation Fee;
    • if you cancel your reservation during the period of your stay (for example, if you want to check out before the agreed check-out date),  you will not receive any refund of the Reservation Fee;

If you check out three (3) or more hours after the check-out time, as notified to you on the reservation confirmation, you will be charged for one (1) additional night for late check-out, as notified to you on the reservation confirmation email. This additional fee will be calculated at the same daily rate as your Reservation Fee.

If the Host cancels your Reservation, you will receive a full refund of the Reservation Fee and, at your request, we will assist with relocation options.

Children
Children under the age of 3 can stay free of charge at our properties, when sharing a bed with at least one paying adult. Portable beds are not offered at any of our properties, however you may request a baby crib which will be provided for an additional fee. Please note that you are responsible for bringing linen and towels for the baby crib. Baby chairs and other baby amenities are not available.

Guests with impaired mobility
Properties where special facilities are possible, will be noted in the description of each listing. For any special requirements, you can use the “Reseravtion Inquiry” field on the Website or you can contact us via email or phone.

Pets
A limited number of our properties are pet friendly. This will be indicated in the description of each property. If you are travelling with a pet, please make sure to inform us at the time of your reservation (in the Notes section of the payment form).

Car parking
Properties where car parking is available will be noted in the description field of each listing. However, if parking facilities are not included in the listing, we can suggest external parking facilities in the area. Please note external parking options will not be included in the Reservation Fee. For more information on the parking availability options and pricing, you can contact the Host, send us an email reservations@flataway.eu  or use the “Direct Inquiry” field on the Flat Away website.

Smoking
Please note that all our properties are nonsmoking. In case guests do smoke in the properties, a fine of €150, will be charged.

Arrival and departure
Properties are guaranteed from 3pm on the day of arrival. Rooms must be vacated by 12 noon on the day of departure. Late check-out until 2pm and early check-in from 1pm may be possible, depending on availability, at no additional charge.

Complaints or comments
We take our guest satisfaction very seriously. Any complaint or comment regarding a stay at our properties should be made in the first instance to the Host of the property or via email to reservations@flataway.bg at the time of your stay so that we can resolve it immediately.