Terms and Conditions for Reservations and Accommodation

1. General provisions

These Terms and Conditions govern reservations and accommodation at Sobor Family Resort, as well as the general rules for the use of the hotel’s services and facilities.

By making and confirming a reservation, the guest acknowledges that they have read the applicable reservation terms and agrees to comply with the hotel’s rules during their stay.

For reservations made through third-party platforms such as Booking.com, the rates, payment terms, cancellation policy and no-show conditions displayed on the relevant platform at the time of booking shall apply.

2. Booking methods

A room at Sobor Family Resort may be booked:

  • through the hotel’s website;
  • by telephone;
  • via WhatsApp;
  • via Viber;
  • via Telegram;
  • by e-mail at contact@soborfamilyresort.md;
  • through third-party booking platforms, including Booking.com.

Submitting a reservation request does not, in itself, constitute confirmation of the reservation.

A reservation is considered confirmed only after it has been confirmed by Sobor Family Resort.

Confirmation may be sent through the communication channel used to make the reservation or through another channel agreed with the guest.

3. Rates and included services

The room rate is the rate communicated to and confirmed with the guest at the time of booking.

Rates may vary depending on:

  • the dates and duration of the stay;
  • the season;
  • room category;
  • availability;
  • the booking channel;
  • special offers or commercial conditions applicable at the time of booking.

Therefore, rates available for direct bookings with the hotel may differ from rates available through third-party booking platforms.

Displayed or quoted prices include VAT unless expressly stated otherwise.

The standard room rate includes:

  • accommodation;
  • breakfast;
  • parking.

Access to the swimming pool is not necessarily included in all rates. Depending on the season, offer or type of reservation, pool access may be included in the accommodation rate or available at an additional charge.

The applicable pool access conditions and price are displayed on the hotel’s website and/or communicated to the guest for the relevant period.

4. Payment

For direct reservations, the hotel does not normally require advance payment unless different conditions are communicated and agreed for a particular offer or reservation.

Payment may be made:

  • in cash;
  • by bank card;
  • by bank transfer, provided this payment method has been agreed in advance with the hotel administration.

Any special payment conditions are communicated to the guest before the reservation is confirmed.

For reservations made through third-party platforms, the payment methods and conditions specified on the relevant platform shall apply.

5. Cancellation and no-show

For direct reservations made with Sobor Family Resort, the following conditions apply:

  • a reservation may be cancelled free of charge more than 3 days before the arrival date;
  • if a reservation is cancelled within the final 3 days before the arrival date, a cancellation fee of 50% of the total reservation price may be charged;
  • in the event that the guest does not arrive on the scheduled check-in date (no-show), a fee of 50% of the total reservation price may be charged.

For reservations made through Booking.com or other third-party platforms, the cancellation, payment and no-show policies displayed on the relevant platform and accepted by the guest at the time of booking shall apply.

If a guest decides to end their stay before the check-out date specified in the reservation, any possible recalculation of the price will be considered by the hotel administration based on the conditions of the specific reservation and the services already provided.

6. Check-in and check-out

Standard times are:

Check-in: 14:00–23:00
Check-out: 09:00–12:00

Guests are requested to observe the established arrival and departure times.

Early check-in and late check-out are available only subject to hotel availability and prior confirmation by the hotel administration.

The conditions and any applicable charge for early check-in or late check-out will be communicated individually to the guest by the hotel administration.

7. Room capacity and number of guests

The maximum occupancy is determined by the category and configuration of each room.

The number of guests staying in a room may not exceed the maximum occupancy permitted for the booked room.

Guests must provide the actual number of persons who will be staying in the room.

The hotel reserves the right to refuse accommodation to additional guests if the maximum room capacity is exceeded.

8. Children

Accommodation rates are set per room and are not determined exclusively by the number or age of guests, provided that the maximum occupancy of the selected room category is respected.

The hotel does not normally provide separate baby cots.

Guests travelling with children are encouraged to check before booking whether the configuration and capacity of the selected room are suitable for the number and ages of the persons staying.

9. Pets

Pets are not permitted in the hotel.

This rule applies regardless of the size or breed of the animal.

10. General accommodation rules

During their stay, guests must observe order, cleanliness, safety requirements and the internal rules of Sobor Family Resort.

The following are prohibited:

  • smoking in guest rooms and other indoor areas where smoking is prohibited;
  • holding parties, events or similar activities in guest rooms without prior approval from the hotel administration;
  • unreasonably disturbing the peace and comfort of other guests;
  • using rooms or hotel facilities in a manner that may cause damage or endanger persons or property;
  • accommodating more persons in a room than its permitted capacity.

Events and special activities may only be organised under conditions and in areas approved in advance by the Sobor Family Resort administration.

11. Hotel property and liability for damage

Guests must take reasonable care of rooms, furniture, equipment, installations and other property provided by the hotel.

Guests are responsible for damage caused through their fault or by persons for whom they are responsible, in accordance with applicable law.

In the event of damage, destruction or loss of hotel property, Sobor Family Resort may request compensation for the actual damage caused.

Guests are requested to notify the hotel administration immediately of any malfunction, damage or incident identified in their room or elsewhere on the hotel premises.

12. Use of the swimming pool

Access to and use of the swimming pool are subject to the specific pool rules and safety instructions applicable at Sobor Family Resort.

Guests using the pool must comply with hygiene and safety rules, staff instructions, operating hours and any applicable restrictions.

Pool access conditions and prices may vary depending on the season and accommodation offer.

During certain periods or as part of specific offers, pool access may be included in the room rate; in other cases, it may be available at an additional charge.

13. Use of the jacuzzi

Rooms that include access to a jacuzzi are additionally subject to the Jacuzzi Rules of Use.

The jacuzzi is intended exclusively for guests staying in the room associated with the terrace where the jacuzzi is located.

Advance reservation is required to use the jacuzzi.

Guests must shower before use. Appropriate swimwear must be worn while using the jacuzzi.

Children under the age of 12 may use the jacuzzi only under adult supervision.

Use of the jacuzzi while under the influence of alcohol or other substances that may impair judgement or personal safety is prohibited.

Food, beverages and glass objects should not be brought into the jacuzzi area, and electrical equipment must not be used near the water.

Lotions, creams and oils should not be applied before using the jacuzzi in order to maintain water quality and cleanliness.

The jacuzzi may only be used during the hours communicated by reception, and its maximum capacity must be respected.

Guests must comply with the safety instructions and specific rules provided by the hotel.

Any damage caused to the jacuzzi, terrace or related equipment as a result of failure to comply with the rules may be charged to the responsible persons.

14. Guest safety

Guests must comply with staff instructions and the safety rules applicable within the hotel and its premises.

Parents, guardians or accompanying adults are responsible for supervising minors in their care.

If a guest becomes aware of a situation that may pose a risk to persons or property, they must immediately notify hotel staff.

To the extent permitted by applicable law, Sobor Family Resort shall not be liable for incidents directly resulting from a guest’s failure to comply with safety rules.

15. Hotel’s inability to provide the confirmed accommodation

In the exceptional event that Sobor Family Resort is unable to provide the confirmed room for reasons attributable to the hotel, the administration will, subject to availability, seek to offer one of the following alternatives:

  • a room of an equivalent category;
  • a room of a higher category at no additional charge;
  • rescheduling the reservation to another date agreed with the guest.

If none of the proposed alternatives is accepted by the guest, any amounts paid for accommodation services that can no longer be provided will be refunded.

This provision does not limit any consumer rights provided by applicable law.

16. Force majeure and circumstances beyond the hotel’s control

Sobor Family Resort shall not be liable for failure or delay in performing its obligations where such failure or delay is caused by force majeure or other circumstances beyond the hotel’s reasonable control, in accordance with applicable law.

In such circumstances, the hotel will make reasonable efforts to inform affected guests and, where possible, identify an appropriate solution.

17. Personal data

Personal data provided during the reservation process, stay and communication with Sobor Family Resort are processed in accordance with applicable law and the Privacy Policy available on the website.

Information regarding the use of cookies and similar technologies is provided separately in the Cookie Policy.

18. Reservations made through third-party platforms

When a reservation is made through Booking.com or another third-party platform, certain reservation conditions may be established directly through the relevant platform.

In particular, the rate, payment conditions, cancellation policy and deadlines, and no-show conditions displayed to the guest on the relevant platform at the time of booking shall apply.

If there is any difference between the general conditions displayed on the Sobor Family Resort website and the specific conditions of a reservation made through a third-party platform, for matters expressly governed by that reservation, the conditions accepted by the guest on the platform at the time of booking shall apply, without affecting any mandatory consumer rights provided by law.

19. Changes to these Terms and Conditions

Sobor Family Resort may periodically update these Terms and Conditions to reflect changes to its services, internal rules or legal requirements.

For reservations that have already been confirmed, subsequent amendments to these Terms and Conditions will not retroactively alter the essential terms of the reservation accepted by the guest, except where required by law.

The current version of these Terms and Conditions will be available on the hotel’s website.

20. Complaints and contact

For questions regarding reservations, accommodation, cancellations or hotel services, as well as to submit a complaint, guests may contact Sobor Family Resort using the contact details published on the website, including:

E-mail: contact@soborfamilyresort.md

Complaints will be considered in accordance with applicable law and the nature of the particular matter.

21. Applicable law

These Terms and Conditions are governed by and interpreted in accordance with the laws of the Republic of Moldova.

Nothing in these Terms and Conditions shall be interpreted as limiting any rights granted to consumers under mandatory provisions of applicable law.

Last updated: August 14, 2026