Terms and conditions

These terms regulate the use of the Hotel Eden Garden website, availability requests, and bookings for services offered by Hotel Eden Garden & Spa 4★ and Hotel Eden 3★. Please read them alongside the conditions of your selected rate, the Cancellation Policy, and your booking confirmation.

1. Who we are and how to contact us

The website and the hotel units presented are operated by ALIMONI TURISM SRL. The identification data above is provided in accordance with the information obligations applicable to information society services.

For bookings, modifications, complaints, or assistance, you may use the contact details provided above. Communications sent to other addresses or unofficial accounts may not reach us.

2. Who the website is intended for

The person making the booking must be at least 18 years old, have the legal capacity to act, and have the right to provide the data of other guests. If you are booking for other people, it is your obligation to inform them about the booking conditions and the processing of their personal data.

By "client," we mean the person making the booking, and by "guests," all persons included in the stay. The "booking confirmation" is the message issued by the hotel or the booking channel containing the booking number, dates, room, rate, and confirmed status.

3. The role of the website and technical providers

The website presents rooms and services, checks availability and rates through PynBooking, while the cart and order completion are provided via Shopify. These platforms are technical tools; the direct accommodation contract is concluded with ALIMONI TURISM SRL.

If you book through an agency or a third-party platform, the conditions of that platform and the conditions of the rate displayed there apply to that specific booking. Modifications or cancellations must be requested through the same channel, unless the platform states otherwise.

4. How the booking is formed

1. you select the hotel, room, dates, and the number and age of guests;
2. we check availability and display the applicable rates;
3. you choose the rate plan and verify the total price, included services, and cancellation conditions;
4. you provide the data required at checkout and confirm the order with an obligation to pay, where applicable;
5. the booking becomes firm when you receive the express booking confirmation.

Adding to the cart, displaying availability, or a temporary card authorization do not in themselves constitute confirmation of the stay. If you have been charged and do not receive the confirmation, contact us without delay.

You must enter complete and accurate data, including the actual age of the children at the time of the stay. Different occupancy may lead to a recalculation of the rate, refusal of a room configuration that exceeds capacity, or the need to book an additional room.

5. Rates, taxes, and obvious errors

Rates are expressed in Romanian Lei (RON), unless otherwise indicated. Before confirmation, the price of the stay, included services, and any known taxes or mandatory costs are displayed. The rate may vary depending on the period, occupancy, age of children, availability, offers, and the rate plan.

The price and conditions stated in the booking confirmation prevail for the confirmed booking. If an obvious technical error regarding price, calculation, or availability occurs before confirmation, we will inform you and allow you to accept the correct condition or cancel at no cost. We do not unilaterally modify a confirmed booking, except in situations permitted by law or accepted by both parties.

6. Payment and invoicing

Available payment methods are those displayed at checkout or communicated in the individual offer. Payment may be processed by a specialized provider; the hotel does not receive or store the full card number or security code. We may receive the payment status, amount, currency, transaction identifier, and limited details necessary for reconciliation.

The client is responsible for providing correct billing information. A pre-authorization may temporarily block an amount without representing a final collection, according to the rules of the bank and the processor.

7. Cancellation, modification, and lack of right of withdrawal

Conditions depend on the selected rate. The website generally offers a flexible/guaranteed rate and a non-refundable rate. The complete regime, including the rule adopted from PynBooking, is described in the Cancellation Policy and appears in the booking flow.

Accommodation services for a specific date or period are exempted from the general 14-day right of withdrawal, according to Art. 16 lit. l) of GEO no. 34/2014. This does not eliminate the contractual cancellation rights of the flexible rate or other mandatory consumer rights.

8. Arrival and stay

• Upon arrival, each guest must be registered based on a valid identity document, in accordance with the regulations applicable to accommodation establishments.
• Minors under 14 may only be accommodated under conditions permitted by law, generally accompanied by a parent or legal guardian, with exceptions for organized groups.
• The number of persons cannot exceed the confirmed capacity of the room. Overnight visitors must be registered and may generate additional costs.
• Special requests, connecting rooms, floor, view, extra beds, or early arrival are fulfilled subject to availability and become guaranteed only if confirmed in writing.
• Guests must respect safety rules, peace and quiet, hotel property, and reasonable instructions from staff. Proven damages may be recovered under the terms of the law.

Access to the SPA, meals, and other facilities are included only if stated in the rate name, chosen offer, or booking confirmation. The schedule of some facilities may be adjusted for maintenance, safety, or legal requirements; when a change substantially affects the confirmed service, we will offer you the remedies provided by law.

9. Situations where the hotel cannot honor the booking

If, for a cause attributable to the hotel, the confirmed service cannot be provided, we will propose, depending on the situation, a room or unit of at least equivalent category, a rescheduling accepted by the client, or a refund of amounts paid for the unprovided service. The choice of an alternative is made with the client's agreement and without limiting their legal rights.

The parties are not liable for non-performance caused by force majeure within the meaning of the law. We will communicate known effects and available options without unreasonable delay. The client's personal events do not automatically constitute force majeure for the hotel; we recommend travel insurance for individual risks.

10. Content and permitted use

Texts, photos, trademarks, graphic elements, and the website code belong to the operator or are used with permission. You may use them only for personal and informational purposes. Abusive access, attempts to compromise security, automated tools that overload the service, commercial copying, and use of content in a misleading manner are prohibited.

Photos are representative. There may be minor, non-essential differences between rooms of the same type without diminishing the category and confirmed amenities.

11. Personal data and cookies

We process data in accordance with the Privacy Policy. Rights and the procedure for exercising them are also explained on the GDPR — your rights page. The use of storage technologies is described in the Cookie Policy.

12. Liability

We do not exclude or limit liability that cannot be excluded by law, including mandatory consumer rights. We are not liable for temporary website unavailability, decisions made based on information incorrectly entered by the user, or independent third-party services, to the extent that the damage is not attributable to us.

13. Complaints and dispute resolution

Send your complaint to contact@hotel-eden.ro, indicating the booking number, dates of stay, and the requested solution. We will attempt an amicable resolution and respond within a reasonable timeframe, relative to the complexity of the case.

Consumers may notify the National Authority for Consumer Protection and may use the Alternative Dispute Resolution (SAL) procedure. The European ODR platform was closed on July 20, 2025, and is no longer indicated as an active mechanism.

14. Applicable law and updates

These terms are governed by Romanian law. Disputes not resolved amicably are settled by the competent courts according to the law; the consumer retains all rules of jurisdiction and protection that are mandatorily applicable to them.

We may update these terms for the future. The booking remains governed by the version and conditions accepted at the date of confirmation, except for mandatory legal modifications or changes accepted by both parties.