Hello! Welcome to our FQAs page. You might have a specific question to ask about. Please scroll down to the end of our FQAs section, find a question similar to your question, and learn more about the topic. However, if you don't find anything helpful, please send us a filled email via our contact page or directly to support@balkanic.com.
Question types:
- Payments and invoices;
- Bookings, reservations and policies;
- Cancelation and booking correction;
- Fees, taxes and extra features;
- Others.
Payments
How can I request an invoice?
If you are a host/partner at BALKANIC, you automatically receive invoices and reports according to the contractual framework. If we still need to issue an invoice for you, please email hosts@balkanic.com.
If you are a user who has made a reservation on the platform and needs an invoice for your stay, please send an inquiry to support@balkanic.com. This invoicing stage occurs in this manner while we are automating the process.
I was taxed incorrectly. What should I do?
In case of an issue with incorrect taxation, you can email support@balkanic.com to explain the situation so that we can be as helpful as possible and reimburse the overcharged amount. You can also reach out to us through the contact form on www.Balkanic.com. To streamline the process, please include a contact phone number in the email, and we will respond within three business days.
My card has been charged. Do I need to do anything else?
No, nothing further is required. You should receive an email confirming the reservation and providing details about it.
What are the payment methods for reservation?
Currently, BALKANIC operates with a 100% prepayment policy for reservations. We are developing tailored options, and all registered users will be notified once these changes are implemented.
Can I make a reservation without a credit card?
You can make a reservation using any card: credit, debit, virtual, etc., as long as it holds the required amount for the reservation since BALKANIC operates with a 100% prepayment policy.
Can I make a reservation and pay on-site?
No, you cannot. The platform optimises the overall customer service process, and at this stage, we exclusively operate with 100% prepayment.
Is the platform responsible for my payments?
The platform www.Balkanic.com undertakes the commitment to settle payment with the respective property for every reservation, ensuring you can peacefully proceed with your next vacation. In case of reservation cancellation, we withhold a percentage as a commission, allocated as compensation for the respective property.
Is BALKANIC responsible for my data or the data from my credit cards provided on the platform?
You can review the Privacy policy and Terms of service at this link: *Link*. BALKANIC stores personal data following the Personal Data Protection Act and retains information for a certain period to fulfil our administrative functions.
My credit card has been charged, but I still need to complete my reservation. What should I do?
If you haven't received an email confirming a completed reservation yet, your card has been charged; don't hesitate to get in touch with us at support@balkanic.com. In your email, describe the situation, and we will respond within two business days. To streamline the process, please provide your contact number, and a BALKANIC representative will reach out to you for further information.
Cancellations and changes
My reservation has been cancelled. How can I receive my refund?
In the event of a cancelled reservation, up to 80% of the prepayment is refunded, as the remaining 20% is allocated as compensation for the respective property due to the cancelled reservation. The remainder of the amount will be reimbursed within three business days. For further information, you can refer to our Terms and Conditions.
How long will it take to receive my refund after cancelling a reservation?
In the case of a cancelled reservation, up to 80% of the prepayment is refunded, as the remaining 20% is allocated as compensation for the respective property due to the cancelled reservation. The remaining amount will be reimbursed within three business days. For further information, you can refer to our Terms and Conditions.
Will I get my money back after cancelling a reservation?
In the event of a cancelled reservation, up to 80% of the prepayment is refunded, as the remaining 20% is allocated as compensation for the respective property due to the cancelled reservation. For a 100% refund due to unforeseen circumstances, please email support@balkanic.com.
Can I cancel my reservation?
Yes, you can. It is necessary to acquaint yourself with the terms and conditions under which BALKANIC operates. You can easily access them through this link: https://balkanic.com/en/pages/general-terms
Can I make changes to my reservation?
Once a reservation is completed, you cannot change the check-in and check-out dates or the number of guests. However, our team will assist you if you need to make changes. You need to contact us at support@balkanic.com. Our team will respond within two business days.
If I need to cancel my reservation, do I have to pay a fee?
BALKANIC retains between 20 to 30% of the total value of the cancelled reservation. This percentage is paid as compensation to the respective property affected by the cancellation.
Can I make a reservation using someone else's credit card?
Yes, you can make a reservation using someone else's credit card, as long as you have their consent and the cardholder authorises the payment.
What does "partial cancellation" or "non-refundable value" mean?
BALKANIC has its internal policies and Terms and Conditions, which you can review through these links: "Non-refundable value" implies that when you intend to cancel or make changes to your reservation, the total value of your reservation will not be returned. "Partial cancellation" is the method employed by BALKANIC. When you make a reservation and prepay but later wish to cancel it, we will partially refund the reservation amount by withholding 20% to 30% as compensation, which is sent to the respective property.
What credit card can I use to complete my reservation?
Any type. BALKANIC accepts various credit cards if you confirm the payment through the respective application or online banking.
Are my credit card details secured?
Yes, we always protect your card details and personal information.
Can I change the dates of my reservation?
No, once a reservation is successfully made, you cannot change the check-in and check-out dates or the number of guests. If you need to adjust your reservation, don't hesitate to get in touch with us at support@balkanic.com. Include an optional contact phone number in the email so we can reach out to you and streamline the process.
Can I change my reservation after it's been paid for?
No, once a reservation is completed, you cannot change the check-in and check-out dates or the number of guests. If you need to modify your reservation, don't hesitate to get in touch with us at support@balkanic.com. Provide an optional contact phone number in the email so we can get in touch with you and streamline the process.
What is the cancellation and refund policy for my reservation?
You can review our Terms and Conditions at this link: *link*. You can cancel your reservation at your discretion, and we refund between 70% and 80% of the total reservation amount, withholding this percentage (ranging from 20% to 30%) as compensation for the property affected by the reservation cancellation.
The deadline for cancelling my reservation has passed. Can I still cancel it?
You can cancel your reservation anytime, but we withhold up to 30% as compensation for the property affected by the reservation cancellation.
How can I contact you in case of an issue where I can't find an answer?
In case of an issue, you can contact a BALKANIC consultant at support@balkanic.com, and we will respond within two business days. To streamline the process, please provide a contact phone number in the email, and we will contact you.
What is the procedure for addressing issues related to the accommodation site?
When encountering issues with the accommodation site, you have two approaches: resolving the matter directly on-site with the manager/owner, who may resolve the issue informally or by contacting us via email at support@balkanic.com, describing the situation in detail along with the reasons for your discomfort. We will ensure that we find the appropriate solution for the respective issue.
Do you provide options for filtering accommodations on your platform?
BALKANIC has incorporated innovative filters for you to select suitable accommodations. You can choose by location, property category, occupancy, capacity, and bed base. Our team ensures that the platform showcases properties with a good attitude towards their guests, adheres to high hygiene standards, and offers excellent technological amenities and bedding options. However, the choice of where to stay ultimately remains yours.
Confirmation
I paid for my reservation but have not received a confirmation email. What should I do?
Please send your inquiry to support@balkanic.com or use our ready-made contact form at this link: (Link), describing the case in a few sentences. We will respond within two business days. We apologise for the inconvenience!
I need to receive a confirmation email for my reservation. What should I do?
We advise you first to check if you have successfully paid for your reservation since BALKANIC operates with 100% prepayment. If the corresponding amount has been paid, but you still need to receive an email, send your inquiry to aupport@balkanic.com or use our ready-made contact form at this link: (link) , describing the case in a few sentences. We will respond within two business days. We apologise for the inconvenience!
Can I receive the confirmation email for my reservation again?
Yes, you can. Send us an inquiry at support@balkanic.com, and we will resend the generated email to you.
What is the procedure for confirming the reservation, and when will I receive confirmation?
As soon as you finalise your reservation, you will receive an automatic email with all the details about your reservation. If you haven't received such an email, please inquire to support@balkanic.com
Reservation information and requests
How can I request an additional service from the accommodation after making a reservation?
Additional services are arranged with the managers or owners of the properties where you are about to stay. If you wish to request an additional service offered by the accommodation, you can contact us at support@balkanic.com, and we will contact you to respond to your request.
I can’t find my reservation in my profile. What should I do?
If you have already prepaid your reservation, you should have received an automatic email in your inbox with complete information about your reservation. If you haven’t received such an email and cannot find the reservation in your profile, there might be a technical error. We recommend you log out of your profile, close your browser, and log in again. Afterwards, log in as a registered user. Please note that you can view the reservation history only if you are registered on the platform. If you have registered and made a prepayment for your stay but need help seeing your reservation in your profile or have yet to receive an email, email support@balkanic.com or use the contact form describing the case. Optionally, you can provide your phone number to expedite the process.
How do I add a reservation to my profile?
You can add a reservation after finalising it. You must select the check-in and check-out dates, destination, number of guests, and accommodation property and prepay your reservation. Afterwards, it will be automatically added to your profile as an upcoming reservation. Once the reservation is completed, it will be moved to the “Past Reservations” section.
Upon arrival at the accommodation, it did not match what I booked. What should I do?
BALKANIC has high criteria for properties entering our partner network, including their environment, conditions, and state. We ensure the relevance of the property's condition to the date it is added to our platform. We encourage our partners/hosts to provide updated information and photos of the property. If you are in a situation where you booked one thing but received another, you can contact us at support@balkanic.com . We would be happy to receive additional photos of what you found on-site and more information about what did not meet your expectations. This question is subjective and personal, so it is inappropriate to generalise in one answer. Therefore, please send us an inquiry so we can be as helpful as possible.
How can I track the status of my reservation?
You can track the status of your reservation in your user profile. You need to be registered as a user on the platform. Once you log into your profile, you will find a button, "My Reservations," where you will get all the necessary information presented in a tabular form.
How can I protect my personal data?
You can familiarise yourself with our Privacy and Personal Data Protection Policy at this link: https://balkanic.com/en/pages/privacy-policy
How can I contact you?
You can contact us through the contact form or via email at support@balkanic.com
Are meals included in my reservation?
Each property has different additional services and packages. When you finalise your reservation, you will receive an automatic email that describes everything about your upcoming vacation, including what is included in the price. Please note that some accommodation places have the option to create a special menu, which is specified on-site at the property.
Do I have to pay anything extra upon arrival?
Through BALKANIC, you only pay for the value of the overnight stays based on the number of guests and the accommodation period. Additionally, you may have to pay for minibar consumption and orders in the property’s restaurant, bar, cafe, or spa centre. We advise you to inquire on-site at the property, as we do not handle additional payments during your stay.
Can I use a promo code or voucher for a reservation?
Yes. We often offer active promo codes that are valid for a specific duration for current promotions and gift vouchers. You can follow them on our Instagram or Facebook profiles.
How can I get more information about the amenities at the accommodation?
By reading all the information in the accommodation profile. When you choose an accommodation and click on the respective property, we have ensured you receive complete information about the amenities and additional extras.
How can I find out if the accommodation accepts pets?
We have made an effort to describe each property thoroughly. When you open the property profile and go to the “Additional Information” or “Property Policies” section, you can find the answer to this question.
I am arriving earlier than the specified check-in time. Can I still be accommodated?
This question needs to be asked directly to the reception or discussed with the owner/ manager of the property. In most cases, they may advise you to wait for a specific time or could accommodate you immediately, but it depends on the policy of the particular property.
I am arriving later than the specified check-in time. Can I still check in?
Yes. In most cases, there is no problem with arriving later than the specified check-in time, but for your convenience, if you feel it necessary, you can send an informative email to support@balkanic.com so that we are aware and can inform the owner/manager about any potential delay.
Can we get an extra bed or a crib?
Information about an extra bed or crib can be found on the property page you have chosen to stay in. You can also inquire on-site for more information, additional fees, and requests.
Can I get an extra bed, and is there an additional fee?
Information about extra beds, duvets, and amenities can be found on the property’s page. You can request an extra bed on-site or by emailing us at guests@balkanic.com .
Is breakfast included in the price?
Each property has different policies and offers different conditions, packages, and extras. Since we need to know which property you are referring to, we recommend reopening the property’s page you want to book or have already booked and read the complete information.
Are the prices listed per person or room?
The prices listed on BALKANIC are per night, depending on the chosen room and the specified number of guests. When searching for accommodation, you must specify the number of guests and choose the corresponding room. Once you select the room, check-in and check-out dates, and the number of guests, the final price will be calculated and displayed before the reservation is completed. This is the easiest way to understand the total cost, as properties may have different categories and variations (payment per room, bed, person, or the entire property).
Do I have to pay a full fee for a child?
Each property has a different fee policy for children aged 7 to 12. Therefore, we advise you to inquire directly through the contact form on www.balkanic.com or at guests@balkanic.com.
Are additional taxes and fees included in the reservation price?
Currently, BALKANIC does not collect and process additional taxes and fees.
How do I register?
Registration is done from the navigation menu > “Search Accommodation” > “Log In”, after which you will be redirected to the registration page. If you don’t have an account, use the link below the button at the bottom.
Can I add special requests to my reservation, and how?
You can add special requests only if the property allows it. For this purpose, you can read all the information on the profile/page of the property itself. If you still have special requests and want to add any, you can email guests@balkanic.com.
What is the check-in and check-out procedure for the property?
For additional information regarding the property’s stay policies and check-in and check-out procedures, you can inquire and read on the property’s pages.
Do you offer discounts/ promo codes for long-term or regular users?
BALKANIC has its promotional policy, which includes active promo codes for specific periods for all users on the platform.
Is there an option for package deals and additional services for my reservation?
At this stage, no. Everything that an object offers can be found on the object's page. Currently, BALKANIC is not committed to additional prepaid services for your reservation.
What are the possibilities for activities and entertainment around the accommodation?
Every one of our users already knows about our digital conversations. We guarantee you will receive interesting information from your first reservation with BALKANIC.
What are the advantages of using a profile on the platform to manage my reservations?
The advantages include storing all past, present, and future reservations in your user history. You can easily manage your bookings, track which properties you've added to your favourites, and always have accessible information about ongoing campaigns. Through our Balkanic newsletter, you will always be the first to learn about new properties on the platform, along with additional helpful information that we will keep as a surprise.
Can I reserve a specific room/apartment through your platform?
Yes, You can by following these steps.First, select check-in/check-out dates and the number of guests, and search for properties that match the dates and guests. Then, choose a property for accommodation. On its page, you will see all available rooms and descriptions.This way, you can easily reserve a specific room or apartment.
Do you guarantee the places you offer on the platform?
Yes. The guarantee we provide is based on the old Bulgarian principle “Eyes to see, hands to touch”. When a host expresses interest in joining the platform, they go through an interview and a visit to the property. This is a recurring process, and over time, we commit to checking the condition of the properties we work with to ensure we provide a relevant offer to each user based on their budget for their vacation.
Do the photos correspond to the actual places of accommodation?
Absolutely, yes. BALKANIC is committed to thorough research not only on the condition and appearance of the property itself but also on its customer service and hospitality.
What documents do I need to reserve?
You only need a payment card- either a bank, debit, Visa, Mastercard, or virtual cards like Revolut.
Can I choose a specific room to stay in?
Yes. This can be done when you choose the property you want to book. After reading the complete property information, you can select a specific room that meets your reservation expectations.
Is it possible to purchase insurance through your platform?
At this stage, BALKANIC does not directly provide such additional services on the platform. However, we can assist you if you contact us at support@balkanic.com.
Where can I find information about additional entertainment/ places around the accommodation?
There is no need to search; you will receive it when you make your reservation in BALKANIC. So, don’t delay.
How can I rate or leave a review for a specific property?
When you are a registered user on BALKANIC, you can leave a rating and review for each property you have stayed at. You can do this by logging into your profile and selecting “Reviews” from the drop-down menu. This will immediately take you to the page where you can leave a review. It is important to note that you have the right to rate only properties that you have visited.
How can I find information about accessibility for people with disabilities in hotels or accommodation properties?
In the profile of each property, icons indicate additional amenities, some of which are designed for people with disabilities and less mobile guests. We advise you to review the profile of the property you have chosen for your stay. If you cannot find the necessary information, contact us at guests@balkanic.com and send your inquiry.
How can I learn more about the rules and restrictions for bringing pets?
In the profile of each property, there is a section with additional information and property policies. You can read the requirements of each host regarding pets. Accordingly, you will learn whether they allow/do not allow four-legged visitors and the conditions and additional fees. If you are still looking for the needed information, contact us at guests@balkanic.com , specifying the property you are interested in.
How can I learn about special events and festivals around my place of stay?
BALKANIC has monthly campagnes about Bulgarian folklore, traditions, customs, and festivals. The easiest way to get information is from our social networks *fb and ig links*. If there are no announced festivals and campaigns in our profiles for this season/month, you can freely search for information online, but we strive to provide valuable and relevant content, so you can check what we have announced so far if interested.
How can I get information about the safety and health measures at the place I am travelling to?
The easiest way to learn about the safety and health measures at the property is by reading the complete information on the property’s page.
How can I find information about airport transfers or transportation services to the place of accommodation?
We recommend revisiting the profile of the property you have chosen for your stay and reading the complete information there. Such information is usually located in additional details or in the property’s policies. If you are still looking for the necessary information for a specific property, you can contact us at guests@balkanic.com, explaining which property you are inquiring about and that you would like to receive more information.
Can I turn to you in case of damages caused to the accommodation?
BALKANIC is not an insurance company. Currently, we do not cover damages, but our basic policy is to disseminate credible information about misconduct by either a guest or a property. In other words, if a visitor who made a reservation at a specific property through our platform, www.balkanic.com, causes damage, you can report the issue via email to hosts@balkanic.com, providing precise details about the case. We advise you to provide photographic evidence, as the user profile will have a history of their behaviour, and other hosts will be informed about the inappropriate behaviour of that user. Regarding compensation for damages, by investigating the case at multiple levels, we advise you to take a responsible approach to your property and get insurance from an insurance company/agency.
Additionally, you can also arrange insurance protocols with guests entering your property. This is the only secure guarantee for compensation. We are aware that there are colleagues who, after lengthy and costly correspondence, pay a certain percentage of compensation. However, BALKANIC is not committed to such a payment type at this stage. For every case of inappropriate behaviour by our users, we guarantee that we will approach each situation with understanding and respond individually.