Questions and answers

Is there transportation from the hotel to the lift and back?

Hotel Radina’s Way provides all its guests during the winter season with transportation to the ski lift and the centre of the resort. Transport is carried out according to a pre-fixed schedule and is free of charge.

Is the hotel also open during the summer season?

Hotel Radina’s Way is open all year round. Outside the active ski season, the hotel offers a lot of entertainment and amenities for a wonderful holiday in the mountains. The hotel hosts a large number of corporate events, thanks to its 3 conference rooms, a large summer garden and, of course, extremely professional service.

Does the hotel have its own parking?

Radina’s Way Hotel parking is free for guests and has over 30 parking spaces.

What is the water temperature in the pool?

The hotel’s pool has a glass roof and enjoys direct sunlight. The water temperature is around 27 degrees.

Are pets allowed in the hotel?

Radina’s Way Hotel policy does not allow pets. The reason is mainly the danger of allergies in other guests of the hotel, and our main task is to take care of the health and comfort of our guests.

Security and safety

Key cards
Hotel Radina’s Way provides its guests with the use of magnetic key cards. Each card is individually coded for each room. Guests are guaranteed that no one except authorized staff can enter the room. Each member of staff has an individually designated access area in a hotel, determined in accordance with their responsibilities and duties.


Security guards
We have our own team of trained security guards working 24 hours a day to ensure the safety and security of our guests. People who are not guests of the hotel are not allowed to use the hotel facilities, except when the management has ordered this


Security cameras
Hotel Radina’s Way is equipped with a video surveillance system that covers the public areas. There are more than 10 cameras in the hotel.

Access control system
The hotel is equipped with an access control system. Each staff member has an individual card allowing access to the required areas. There are security checks when entering and leaving the hotel.

Hotel Radina’s Way provides a safe in every room. Its use is charged as an additional service. For detailed information, please ask at the reception. The hotel is not responsible for any valuables and money left unlocked and outside the safe in both rooms and common areas.

In the event of a power outage, Radina’s Way Hotel has emergency generators to restore essential power supplies.

Valet services
We offer room cleaning every day between 08:00 and 16:00. If a Do Not Disturb sign is in place until 3pm, the room will be cleaned the next day. If you need anything after 16:00, please ask at reception.


Lost items
Hotel Radina’s Way is not responsible for lost, damaged or stolen personal belongings. All rooms are equipped with in-room safes (extra charge). In case of found items, the hotel undertakes to contact the guest and send the lost item at the expense of the owner. Unclaimed and unclaimed items within 30 (thirty) days will be donated to a local charity or disposed of.


Complaints, Refunds and Damages
Any comment or complaint regarding the stay should be made to the front office or hotel manager during the stay so that the matter is resolved immediately. In other cases, except for death or grievous bodily harm caused by the hotel’s negligence, the hotel’s liability to guests is limited to the price of the reservation. If the hotel is liable under the above clause, the guest is indemnified from and against all liability and any claims, actions or damages due or arising from the guest. The hotel shall not be liable for non-performance in the event that said refusal is due to a factor beyond the management’s jurisdiction. The hotel reserves the right to charge guests for damages caused knowingly, through negligence or imprudence. If the damage becomes apparent after the guest has checked out, the hotel reserves the right to charge the guest’s credit card or send an invoice for the amount due for repairs. The hotel is subject to statutory inspections, including fire, licensing, entertainment, health, hygiene and safety. All conditions are interpreted in accordance with Bulgarian legislation.



Liability: The hotel does not accept any liability for services provided by third parties to guests.

Payment of additional services
All prices are in national currency, which is Bulgarian Lev (BGN). All payments are processed in BGN as required by law. The following credit cards are accepted at the reception: Visa, Visa Electron, Maestro, Mastercard, AMEX, Diners Club, Discover.

Emergency situations – jams in the elevator
In case of lifting, jamming or other emergency situations occurring during the movement with the elevators, the alarm buttons located in the elevator cabin should be activated immediately in the hotel.


Fire safety
Radina’s Way is a newly built hotel with materials and equipment of the latest generation that provide reliable protection and security. As we are very responsible for the safety of our tourists and staff, we have taken very serious measures to prevent any fire incidents.

All employees have undergone fire safety training and are familiar with fire procedures.
Evacuation plans are located on the back of the doors in each room, as well as on each floor next to the elevators. Please read them carefully.

The hotel is equipped with smoke detectors in the rooms and common areas. There is a fire alarm system (sound and light).
Fire extinguishers and fire hoses of appropriate size are located on each floor and next to each elevator.

All staircases and corridors are separated from the rest of the hotel, with materials that have at least 60 minutes fire resistance.
If fire or smoke is detected, please call reception.

Tell the receptionist:
1. The nature of the emergency
2. Floor and room number
3. The degree of fire and any other necessary information
4. Do not hang up the phone until instructed to do so.

Natural disasters – floods, earthquakes, etc.
In the event of a natural disaster:
– Keep calm and follow the instructions of the staff. Don’t panic. Stay in place wherever you are. Most injuries occur when people enter or exit buildings.
– In case of an earthquake, take cover. If you are inside, stand under a desk or table, against an interior wall, or under an interior door. Stay away from glass, windows and exterior doors. If you are outside, stay away from buildings, sidewalks and power lines.
– Use the stairs; do not use the elevators. The hotel staff will show you all the safe exits. You can then exit the building.
– In the event of an earthquake, do not use candles, matches or open flames. Gas installations may be damaged and the flame may cause explosions or fires.
– If you leave your room or the building, make sure the hotel staff knows where you are.


Consequences for violating hotel policy
In case of violation of hotel rules and policies, the management may resort to cancelling the reservation immediately without being liable for refund or compensation. All guests, employees and representatives of tour operators are expected to adhere to this policy and hotel management reserves the right to expel any person or persons found to be in violation of this policy.

For further information on hotel policies and services offered, please refer to the AZ Guide which can be found in each room.


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