General Terms and Conditions for Services

Bonita Hotel Group (BONITA SHPK), registered at Rruga e Detit Golem, Kavajë, Albania, NIPT: K52610802N (hereinafter referred to as “HOTEL”), operates hotel reservations and other complementary services through Booking Link 1 and Booking Link 2 (mobile versions available) (hereinafter referred to as the “Website”).
Contact: Phone: +355 69 559 9903

1. Preamble

These general terms and conditions (hereinafter “General Terms and Conditions”) define the terms under which customers (hereinafter “Customer(s)”) may use all services provided on the Website, particularly reservation services (hereinafter collectively “Services”).

Before booking any Service on the Website, the Customer declares that:

1. The reservation is made entirely for personal purposes and not for commercial, industrial, craft, freelance, or agricultural activities.
2. The Customer has full legal capacity to accept these General Terms and Conditions.

Customers are encouraged to read the General Terms and Conditions carefully before booking any Service. It is recommended to save and print a copy using standard browser functions. Customers should also review the Special Conditions applicable to each property listed in the price list.

BONITA HOTEL GROUP reserves the right to modify or supplement all or part of these General Terms and Conditions at any time. Updated versions will be published on the Website with an effective date. Customers are advised to check regularly for changes. Only the version in effect on the date of booking will apply.

Customers are responsible for covering all technical costs necessary to access the Website.

2. Definition of Services

2.1 BONITA HOTEL GROUP Services

The Website provides:

1. Accommodation Services – reservations for hotel rooms or other types of lodging (2.1.1).
2. Complementary Services – additional services offered in conjunction with accommodation, such as treatments or packages (2.1.2).

Together, these are referred to as “Bonita Hotel Group Services.”

2.1.1 Accommodation Services

The Website allows reservations at hotels or other accommodations operated under the BONITA HOTEL GROUP brand (collectively “Properties”).
Property details, availability, pricing, options, payment conditions, and applicable Special Conditions (guarantee policies, cancellation rules, check-in times, member pricing, etc.) are provided during the booking process (see Article 3).
Special Conditions may include check-in/check-out times, guarantee policies, cancellation periods, Wi-Fi access, rules for children, and pet policies.

2.1.2 Complementary Services

Complementary Services include treatments (e.g., body or facial care, massage) or other services listed in the Property catalog and subject to Special Conditions.
Complementary Services may be combined with Accommodation Services to form a “linked travel benefit” or “tourist package,” which is detailed in the relevant Special Conditions before booking.

3. Reservation Process

3.1 Booking BONITA HOTEL GROUP Services

Customers book Services directly on the Website. The reservation process may vary depending on the Customer’s selections, and may include the following steps:

1. Step 1: Enter search criteria for destination, Property, and, if applicable, Complementary Services.
2. Step 2: Select the desired Property and services from the results.
3. Step 3: Review details of selected Services (room type, features, duration, options, total price, taxes, and applicable Special Conditions).
4. Step 4: Summary of booking including:
   • Main features (duration, service details, total amount including taxes)
   • Customer contact information (via account login or required fields)
5. Step 5: Complete booking:
   • Provide payment details (partial/full prepayment or reservation guarantee)
   • Review and accept General Terms and Conditions and Special Conditions
6. Step 6: BONITA HOTEL GROUP and the relevant Property accept the booking.
7. Step 7: Booking confirmation email sent to Customer with details, prices, accepted Special Conditions, and post-booking information.

Reservations for up to 7 rooms can be made in a single booking. For larger requests, contact the relevant Property.

4. Pricing and Payment

4.1 Price

• Prices are displayed before, during, and after booking.
• Prices are per room per selected number of guests and date.
• Prices include taxes and may vary depending on currency; foreign exchange costs are borne by the Customer.
• Certain options (e.g., breakfast, half board) may not be included unless specified.
• Tourist and city taxes are payable at the Property unless included in prepayment.
• Prices reflect current VAT and may automatically adjust to legal or regulatory changes.
• Some promotions are only available online.

4.2 Best Price Guarantee

If the Customer finds a lower rate on the Property’s website before the planned arrival, BONITA HOTEL GROUP and/or the Property will match the lower price and offer a discount.

4.3 Payment

4.3.1 General Provisions

• Customers provide payment information to prepay, guarantee, or complete online check-out.
• Secure SSL encryption is used for card details.
• Online banking is facilitated via CREDINS BANK. Invalid or blocked cards may be declined.

4.3.2 Prepayment

• Prepayment confirms the reservation.
• Amount charged includes total price (taxes included) and selected options.

4.3.3 Credit Card Guarantee

• Reservation is guaranteed upon providing card details.

4.3.4 Pre-Authorization

• Properties may block an amount on the card without actual collection. Excess amounts will be refunded.

4.3.5 No-Show

• Failure to arrive on the first day results in no refund; the property may resell the rooms.

4.4 Online Check-in

• BONITA HOTEL GROUP does not offer Online Check-in.

5. Cancellation or Modification of Reservations

• Customers have no statutory right of withdrawal for accommodation under French Consumer Law (L. 221-18).
• Cancellation/modification terms are detailed in Special Conditions.
• Prepaid bookings are non-refundable unless otherwise specified.

6. Customer Responsibilities

• Customers are solely responsible for selecting appropriate services.
• Must provide accurate information when creating accounts or booking.
• Responsible for their actions and those of their guests.
• Must comply with laws, General Terms and Conditions, and Special Conditions.
• Responsible for damages caused to the Property or third parties.

7. BONITA HOTEL GROUP Responsibilities

• Obligation of means: provide access to Services with reasonable care and diligence.
• Temporary suspension of the Website for technical maintenance is allowed without liability.
• Not responsible for Internet network issues preventing service use.
• Redirects to third-party sites do not create liability.

8. Force Majeure and Relocation

• Neither party is liable for failure to perform due to force majeure.
• Force majeure events include unforeseen circumstances preventing service provision.
• If it exceeds 30 days, either party may terminate the agreement without compensation.
• Properties may relocate Customers to equivalent services with prior consent.

9. Contact, Customer Service, and Complaints

• Customer service handles all service-related inquiries.
• Complaints should be submitted in writing within 8 days after service completion.
• Customers must remain polite and avoid defamatory statements.

10. Privacy and Personal Data Protection

• Personal data is processed according to the “Personal Data Protection Charter.”
• Data may be shared with BONITA HOTEL GROUP, group companies, partners, payment providers, and Properties.
• Data may be transferred to countries outside the EU with appropriate safeguards.
• Fraudulent payment attempts may be recorded to prevent future misuse.

11. Miscellaneous

• Electronic acceptance of these Terms and Special Conditions constitutes a valid contract.
• Special Conditions take precedence over General Terms in case of conflict.
• Invalid provisions do not affect remaining terms.
• Customers cannot transfer rights without prior written consent.

12. Governing Law and Dispute Resolution

• Governed by Albanian law, except mandatory consumer protection rules in the Customer’s country.
• In case of dispute, BONITA HOTEL GROUP informs Customers about the possibility of mediation or alternative dispute resolution under Albania Consumer Law.

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