Welcome to the Help Center

Here you will find answers to the most frequently asked questions by guests and hosts. 

 Detailed rules and legal terms are described in the "Terms and Conditions" and "Policies" pages.

Account Management

Create an account

When you register, you create one account with two possible profiles - Guest and Host.

How it works: 

Click the "Register" button in the upper right corner of the page. Fill in the required details such as email, password and name. You will receive an email with a confirmation code that you must enter in the registration field. If you do not see the email, check your "Spam" or "Promotions" folder.

Log in to your account and go to your profile settings. Click the “Verify” button below the phone number field. You will receive an SMS with a verification code – enter it in the field provided to complete the verification.

The account is now active with an automatically created Guest profile. To also register as a Host, simply click on the Host profile and fill in the remaining required information. You can only create one account for yourself. You cannot transfer the account to another person.

Account update

You can keep your login details, payment methods and email preferences up to date on our website. If your email or phone number changes, we may request new verification.

How it works: 

Log in to your account and select the Profile section. Then use the tabs on the right to find the data you want to update. If you need help correcting or updating personal information, please contact us via our Chat or on our phones.

Forgotten password or locked account

Use the "Forgot Password" function, follow the instructions, or contact us for more information about the cause and possible recovery.

How it works: 

Click on “Forgot your password?” in the login window. Enter your email and we will send you a new password. Use the new password to log back into your account. We advise you to change this password later to a different one of your choice via the “Change Password” option in your account.

Unsubscribing from subscriptions and marketing notifications

You can choose to opt out of our marketing emails or targeted notifications at any time.

How it works:

Log in to your account, where you will see a field for Unsubscribe from the newsletter. To unsubscribe from our newsletter, please click the "Unsubscribe" button.

Deleting account

To deactivate an account, you need to make sure that you have no active reservations. Upon deactivation, we will delete your profile, as well as all your data related to reservations and any activity on the platform.

How it works:

Log in to your account, where you will see a Deactivate Account field. Click the Deactivate button.

Guest or Host Profile

Upon registration, you will receive one user with two profiles - a Guest and a Host. Your name, email, and phone number will automatically be filled in for both profiles.

 

Fees and Refunds

User fee

The platform works on a commission basis – there are no registration, listing or subscription fees. The platform service fee is charged only upon a booking. 

The platform charges 8% of the value of the service provided by the hosts and 10% commission from the guests. 

!Recommended (Referred) Hosts pay only a 4% fee. The service fee is charged by the platform to cover operating costs, marketing and advertising costs, platform maintenance and ensuring a secure and convenient reservation system.

Cancellation policy

The platform offers several possible cancellation policies from which hosts can choose and apply to their service. The cancellation rules for each reservation are visible to the guest before payment and are automatically applied when canceling the service. 

More about this, as well as all policies, can be read in the "General Terms and Conditions", section VI. Reservation cancellation policies.


Cancel a reservation

You can cancel your reservation at any time. Before doing so, please familiarize yourself with your host's terms and conditions. 

How it works:

To cancel a reservation for accommodation: Log in to the Reservations section of your Guest account. Open the reservation you want to cancel. In the reservation form with all the details, look for the "Cancel" button and click it. This action will automatically cancel the reservation and your host's rules will apply. They will be notified by text message (SMS) and via email. The same applies to canceling Experiences, through the Experiences section.

Refunds

If you cancel a Reservation, your refund will be in accordance with the applicable cancellation policy. Depending on your host's policies, you will receive a full refund of the reservation price, 50% of the reservation price, or no refund. The service fee is non-refundable as it is deducted by the platform to cover operating costs. Refunds will be issued on the day of cancellation.

Receive a receipt

A receipt for the amounts paid for each reservation is stored in the reservation form. 

How it works:

Details for all your reservations are stored in the Reservations section (for accommodations) or the Experiences section (for experiences) of your profile. Go to the relevant section and open the form of the last paid reservation. Look for the "Download receipt" button and click it. The downloaded file contains your receipt.

Service fee invoice

Commissions are reported with an invoice. It is issued to the host and the guest upon payment, and is sent by email.

Payment methods

We accept payments with credit/debit cards, with currency conversion at the current rate (if necessary).

Hosts Assistance

How do I create and manage a listing?

Once you have successfully registered and filled in the necessary information in your Host profile, you can now post a listing. 

How it works:

To post an accommodation listing: Log in to your Host profile -> "My Properties" section. Click on "Add a property" and the listing for your accommodation will open. Upload good quality photos, fill in all amenities, prices and conditions. Add a description. 

To post an Experience listing: Log in to your Host profile -> "Experiences" section, click on "Add an Experience" and the listing for your event will open. Upload good quality photos, add a description, fill in all rules, prices and conditions. Important: 

To display your listing in English, use the English flag icons above each free text field. Click on the translation icon and the text in the field will be translated into English. The translation is automatic and you can correct it if you don't like it. To return the page to Bulgarian, click on the Bulgarian flag icon. 

Within 24 hours, our team will review your ad, and if everything necessary is filled in correctly, the ad will be activated and visible.

Are there any publication requirements?

Yes, I have listing requirements, including email and phone verification, providing accurate and detailed listing information (with high-quality photos and descriptions), and adhering to Bedandbreakfast.bg's content policies and community standards. Hosts must also meet local and legal requirements, such as obtaining necessary permits and having appropriate insurance.

To publish an experience, you must be at least 18 years old, have a verifiable government-issued ID, and demonstrate expertise in the activity you are offering. The experience itself must be engaging, safe, and connected to the local culture, and you must be able to personally lead each session. Some activities may also require you to provide proof of licenses and insurance.

How do I know I have a new booking request?

As a host, you are notified in several ways. You will know you have a booking request through Text messages (SMS), your inbox, and the statuses in your Booked Reservations or Booked Experiences. 

How it works:

1. Check your notifications Emails: You will receive an email alerting you that a guest has sent a booking request. The email will provide a link to review and respond to the request. 

2. Check your Text messages (SMS): We will send you a text message alerting you to the new request.

3. Check your Bedandbreakfast.bg account 

You can also see booking requests directly within your account: 

Enter Host Profile -> Go to Booked Reservations. You will see the new booking with status "Awaiting Approval" -> Click on the small calendar icon and you will see an option to accept or decline the reservation.

You have 24 hours to accept or decline a booking request. After 24 hours, it will expire automatically. 

How can I contact my guests directly?

Use the built-in messaging system available in the reservation - fast, convenient and secure.

How do I block dates when I can't host guests?

To block dates when you can't host guests, go to your Hosting Calendar, click on "Block" and select the dates you need to make them unavailable to guests. 

Same process is valid for Experience, only the Experience Calendar is within your listing. 

When and how are my payouts processed?

Bedandbreakfast.bg processes your payout approximately 24 hours after the guest checks in, and the funds are released to your selected payout method. 

When you get paid 

For most reservations: Bedandbreakfast.bg releases your payout about 24 hours after the guest's scheduled check-in time. 

!For new hosts: There can be a delay on your very first reservation, sometimes taking up to 30 days to receive the payment after the guest checks in. After the first booking, the standard payout timeline applies.

For "Experience" hosts: You'll be paid after the experience or service has been completed. 

How you get paid

Bedandbreakfast.bg will send your payout using Stripe, to the bank account you added in your Host profile.


What happens if a Guest cancels a reservation?

The cancellation is processed according to the selected policy. The platform automatically calculates the refund and commissions and makes the payment or reserves the amounts.

How do I report a problem with a guest or reservation?

According to the Consumer Protection Act, in case of non-compliance with the previously agreed terms, you must file a complaint with the trader no later than 14 days from the discovery of the discrepancy. The Consumer Protection Commission has a national consumer hotline number 0700 111 22, which is open 24 hours a day. Full information can be found here: https://www.tourism.government.bg/bg/faq/podam-signal-do-kontrolnite-organi-v-turizma

How do I register a tourist facility (guest house, etc.)?

1. Preparing documents 

Before going to the municipality, you must prepare: 

-  Application form (you can get it from the municipality's website or on site); 

- Ownership document or rental agreement (if you are not the owner);  

-  Building use permit (act 16 or equivalent) Categorisation plan (if the site is subject to categorisation); 

-  Sketch or plan of the site;

- Document for paid fee (the amount is determined by the municipality's ordinance).

2. Submission to the municipality 

- The application and documents are submitted to the Tourism or Economic Development department in the relevant municipality

- They are accepted in person or by mail / electronically (more and more municipalities offer an online service) 

3. Registration in the municipality's register 

- The municipality enters the site in the local register of tourist sites 

- You receive a registration certificate (or a categorisation decision, if it concerns a guest house, rooms for rent, etc.) 

4. Registration in the Unified Tourist Register (UTR) 

- If the facility is categorized – an application is also submitted to the Ministry of Tourism for registration in the UTR 

- This can also be done through the municipality, depending on the practice

- Registration in the UTR is mandatory for facilities with an official categorization (stars) 

5. Placing a sign If the facility has a category, there must be a sign with the number of stars The sign must be in a visible place, usually at the entrance 

Important to know: Municipalities may have different practices and requirements, so always check the website of your municipality or consult on site.

What are my obligations as a host according to Bulgarian law?

What you need to know if you rent out a property in Bulgaria 

When do you ONLY pay patent tax: 

 - If you are an individual 

 - You rent out in a personal capacity 

 - You work without employees 

 - You have an annual turnover of less than 100,000 BGN. 

You submit a declaration by January 31st to the municipality. 

You cannot use a patent if: 

 - You are registered as a COMPANY / ET 

 - You have hired staff 

 - You have a capacity of more than 20 beds In these cases, you switch to corporate tax and social security contributions. 

When is VAT REGISTRATION mandatory? 

 - Turnover from rental activity exceeds 100,000 BGN for the last 12 months 

 - If you sell clothes through Airbnb / Booking?

Even if you do not have a turnover of 100,000 BGN, you are obliged to register for VAT according to Art. 97a of the VAT Act, because: 

- Foreign platforms provide you with services (commissions) 

- You, as the recipient of these services, are obliged to register for tax - This is called "reverse charge" and is for services from the EU 

- Registration is only for reporting services received - you do not charge VAT to your customers, but you submit VAT returns. 

Obligations after registration: Registration deadline: 7 days after crossing the threshold Monthly VAT returns are submitted Keeping sales and purchase diaries. 

!If you are not sure what is right for you, seek an experienced accountant.

Guest Assistance

How do I make a reservation?

How it works:

To make a reservation request - select the accommodation or experience you want to book. 

Submit a request using the "Request a reservation" button. This step does not require payment. 

Your Host will be notified via SMS and email about this, and has 24 hours to confirm or decline. 

To confirm your intention to book, you need to pay within 24 hours of receiving your Host's confirmation. 

To pay, log in to your Guest account, Reservations (for accommodations) or Experiences tab and open your confirmed reservation. Click the "Pay" button.

How do I cancel my reservation?

You can cancel your reservation at any time. Before doing so, please familiarize yourself with your host's terms and conditions. 

How it works: 

To cancel a reservation for accommodation: Log in to the Reservations section of your Guest account. Open the reservation you want to cancel. In the reservation form with all the details, look for the "Cancel" button and click it. 

This action will automatically cancel the reservation and your host's rules will apply. They will be notified by SMS and email. 

The same applies to canceling Experiences, through the Experiences section.

What should I do if the property does not match the description?

Contact the host via the platform. If no solution is found: 

According to the Consumer Protection Act, if the service provided to you does not comply with the offered and previously agreed upon service, you must file a complaint with the trader no later than 14 days from the discovery of the discrepancy. The Consumer Protection Commission has a national consumer hotline with the number 0700 111 22, which is open 24 hours a day. 

Full information can be found here: https://www.tourism.government.bg/bg/faq/podam-signal-do-kontrolnite-organi-v-turizma.

What should I do if there is a problem with my accommodation?

According to the Consumer Protection Act, if the service provided to you does not comply with the offered and previously agreed upon service, you must file a complaint with the trader no later than 14 days from the discovery of the discrepancy. The Consumer Protection Commission has a national consumer hotline number 0700 111 22, which is open 24 hours a day. Full information can be found here: https://www.tourism.government.bg/bg/faq/podam-signal-do-kontrolnite-organi-v-turizma.

What should I do if my payment was not successful?

Check your card, confirm the details and try again. If the problem persists, contact support and we will help you.

How do I confirm my reservation with the host?

To confirm your intention to book, you need to pay within 24 hours of receiving your Host's confirmation. 

How does it work?

To make a booking request - select the accommodation or experience you want to book. Submit a request using the "Request a booking" button. Your Host will be notified via SMS and email and has 24 hours to confirm or decline your booking. You will receive a confirmation via SMS and email. You have 24 hours to pay. 

To pay - log in to your Guest account, go to the Bookings (for accommodation) or Experiences section and open your confirmed booking. Click the "Pay" button.

How do I write a review about my rental?

After completing your reservation, you will receive an invitation via email to write a review. 

How it works: 

Log in to your Guest account, in the Reservations section, where the history of all your trips is stored. Open the latter and click on "Rate your stay". 

When leaving a review for an Experience, the same way: Log in to your Guest account, in the Experiences section, where the history of all your experiences is stored. Open the latter and click on "Rate this event" Leave an honest rating and comment! This way you help other guests make their choice easily.

What should I do if the host doesn't respond to my request?

If the host does not respond within 24 hours, it is likely that they are unable to accommodate you on those dates. 

We encourage hosts to regularly update their calendar and availability. We also provide them with the option to send you a private message through the platform to let you know about upcoming dates. You will receive an email notification for each message.

What happens if I damage something on the property?

Guests are usually looking for peace and quiet and no one comes with the intention of destroying property. If you accidentally break an object or appliance in the place you have rented, the most acceptable solution is to offer to pay for the damage.

What are the rules regarding pets?

Each Host has the right to accept or not accept pets, both for a fee and free of charge. Please, if you are traveling with a pet, note this in your search or add the number of pets that will be traveling with you in the booking request.

How do I book a property with accessibility for people with disabilities? 

Use our Filters to limit your search to properties with the following amenity: "Wheelchair Accessible".

Security

Personal data and rights

We process personal data in accordance with the GDPR. You can request access, correction or deletion of your data. See more in the Privacy Policy.

Protection from unauthorized access

We implement SSL encryption, two-factor authentication, and security systems on the platform.

Use a strong password and do not share it with anyone.

If you suspect a compromised account: Change your password immediately and enable two-factor authentication if available. To report a security issue on the platform, contact support via the contact form..

Payment protection

All payments are processed through Stripe, a leader in online payments. Your data is kept in accordance with the highest standards of security and protection.

Host Referral Program

Discounts and additional privileges

Advantages of our Hosts Referral Program: When a Bedandbreakfast.bg Host refers a new Host, both hosts will automatically get a 50 % discount from the platform service fee.

Privileges for BAAT members: All members of the Bulgarian Association of Alternative Tourism automatically receive a 50% discount on the platform service fee, as referred Hosts.

Referral program for Hosts

Each registered Host receives a unique referral code in their account. This code can be shared with potential new Hosts. When a new Host signs up with your referral code, you and the new user receive a 50% discount on the platform service fee for one year. See more on the "Become a Host" page.

Host Referral program terms and conditions

Each referral code can be used up to 5 times. The referred host must be new to the platform and list at least one property. 

Discounts apply only to completed bookings and remain valid for 12 months. 

If a host successfully refers 5 new hosts, their discount is extended for another 12 months (total of 2 years). 

If fraudulent activity is detected (e.g., fake referrals), the program benefits may be revoked.