Terms of Service

These Terms of Service ("Terms") govern your access to and use of HotelHero, a B2B hotel search, comparison, and booking platform and API operated by Planet EOOD, a company incorporated in Bulgaria with its registered office at 28 Hristo Botev Blvd, floor 2, Sofia 1000, Bulgaria. By registering for an account, accessing the HotelHero website, or using the HotelHero API, you agree to be bound by these Terms.

In these Terms, "HotelHero", "we", "us", and "the Platform" refer to Planet EOOD operating the HotelHero service.

1. Definitions

Terms — this agreement between you (the "User") and Planet EOOD, which every User accessing or using HotelHero is bound by.

Service — the hotel search, rate comparison, booking, reservation management, and related functionality made available through the HotelHero website, dashboard, and API.

Supplier — a third-party partner (bedbank, wholesaler, hotel chain, or direct hotel contract) through which HotelHero sources inventory and rates.

User — a travel professional, tour operator, travel agency, TMC, DMC, or other business entity that has registered an account with HotelHero and is authorised to use the Platform on behalf of that business.

Online booking — the process by which a User selects a room or rate through the HotelHero Platform or API, submits the details required to confirm the reservation, and receives a confirmation.

Rate — the price offered for a given hotel product (room, board basis, cancellation terms, residency) at a given point in time. Rates are sourced in real time from Suppliers.

2. Eligibility and use of the Platform

To use HotelHero, you must:

• be at least 18 years of age;
• be acting in the course of a business as a travel professional, not as an end consumer;
• be duly authorised to enter into these Terms on behalf of the business you represent;
• use the Platform to make genuine bookings for your own clients or for business purposes;
• inform any person on whose behalf you make a booking about these Terms and the HotelHero Privacy Policy.

If you are a registered User, you must keep your login credentials confidential to prevent unauthorised bookings being made through your account. HotelHero is not liable for bookings made using your credentials if you failed to notify HotelHero before the booking was fulfilled or paid.

3. Scope of the Service

Through the HotelHero website and API, we provide Users with an online platform through which hotel search, rate comparison, and hotel bookings can be performed. The Platform presents rates and availability drawn in real time from the systems of HotelHero Suppliers.

The information HotelHero presents about hotel products is based on data supplied automatically through the systems of our Suppliers, except where HotelHero itself is the Supplier. We do not guarantee that every detail provided by a Supplier is accurate, complete, or current, and we are not responsible for errors (including obvious or typographical errors), interruptions in internet connectivity, interruptions due to platform maintenance, or inaccurate, misleading, incorrect, or incomplete information where the information was provided to the Platform automatically through a Supplier system.

Each Supplier remains responsible at all times for the accuracy, completeness, and correctness of the information (including pricing and availability) shown on the Platform in relation to their inventory. HotelHero's Platform does not constitute, and should not be interpreted as, a recommendation or endorsement of the quality, service level, star rating, or suitability of any hotel or other service.

The Service is made available exclusively for authorised business use by registered Users. Scraping, reselling, redistributing, copying, monitoring, downloading, or reproducing any file, information, software, product, or service from HotelHero without the express written agreement of Planet EOOD is prohibited.

4. Rates, pricing, and cancellation policy

All Rates on HotelHero are displayed in a quoted currency for the full stay and the configured room setup, and include VAT unless otherwise stated at checkout. City taxes and resort fees, where applicable, may be payable at the property on check-out; the amount depends on the location and is governed by local law. HotelHero is not responsible if a User finds a lower rate for the same product on another platform or at the hotel's front desk.

HotelHero acts as an intermediary between its Suppliers and the User. At any time, through their account, a User can check the cancellation status and deadlines applicable to any booking they have made, or contact HotelHero through the contact channels below.

Each Rate on the Platform carries its own cancellation policy, which is set by the Supplier and displayed at the time of booking. Common examples include:

• Non-refundable rates. Some Rates are non-refundable, which means that once the booking is confirmed online, no cancellation or refund is possible.
• Flexible rates. Flexible rates may be cancelled up to the free-cancellation deadline shown at checkout; after that deadline, cancellation fees apply as defined by the Supplier.
• Supplier-specific terms. Some hotels and Suppliers enforce their own strict cancellation policies that differ from the standard Platform policy. Where this is the case, the policy will be displayed on the offer.

Force majeure. Where a cancellation request arises from a medical emergency or another force majeure situation, HotelHero will take reasonable steps to recover the amount paid from the Supplier. Supporting documentation (such as a medical certificate) will usually be required.

5. Inability to honour a reservation

In rare cases, a Supplier may refuse to honour a booking that has already been confirmed and paid — for example, because of an early closure, a late opening, or other force majeure circumstances. In such cases, HotelHero will offer an alternative accommodation where possible. If the User declines the alternative, HotelHero will refund the amount paid within 30 days of receiving the User's written refusal. Refunds are issued by bank transfer or — where payment was made by card — by reversal to the original payment card, within 14 working days.

HotelHero is not liable for non-performance or incorrect performance of these Terms where the cause is attributable to the User, a third party unconnected to the Service, or unforeseeable events and force majeure affecting HotelHero or its Suppliers.

If a User fails to make a required payment or misses a payment deadline without notifying HotelHero that they no longer intend to use the Service, HotelHero may cancel the reservation without the User's consent and without liability to the User.

6. Changes to bookings

If a User wishes to change a booking — guest names, dates, room type, or other parameters — they must contact HotelHero as early as possible before the check-in or service date. Change requests are accepted in writing only and are subject to acceptance by the applicable Supplier. HotelHero reserves the right to decline changes if the Supplier refuses them. Where a change cannot be made and the User decides not to use the booking as a result, HotelHero is not obliged to refund the amount paid; such requests are handled on a case-by-case basis.

7. Hotel categorisation

The star rating and categorisation displayed for each hotel on HotelHero reflects the official categorisation assigned to that property. HotelHero is not liable for any difference a User might perceive between the displayed category and on-site reality; such disputes should be raised directly with the property. In rare cases, categorisation data supplied by a partner may contain errors; HotelHero is not liable for such errors and will correct them as soon as they are reported.

8. Payments

HotelHero supports the payment methods made available to your business account. Typical methods include:

• Online card payment — processed by a certified payment provider. HotelHero does not store or administer card data.
• Bank transfer — to the bank account communicated during checkout or set up for your business account.
• Account credit / deposit — where agreed in writing with HotelHero for your business account.

Payment currencies, VAT treatment, and net-versus-gross handling depend on your account configuration and the Supplier.

9. Additional correspondence

HotelHero confirms bookings made by a User through their in-platform account and by email. By providing an email address, the User also agrees to receive service messages, product updates, and occasional news about HotelHero features and offers. A User may unsubscribe from marketing messages at any time using the unsubscribe link contained in every marketing email, via their account settings, or by emailing [email protected].

10. Intellectual property

Unless otherwise stated, the software powering the Service and all content and information on the HotelHero website are the property of Planet EOOD or its licensors and suppliers. Users do not have the right, without the express consent of or a contractual relationship with Planet EOOD, to copy, resell, promote, integrate, or otherwise redistribute content from HotelHero in other places on the Internet or elsewhere.

Any unauthorised use or any of the actions described above constitutes an infringement of the intellectual property and copyright rights of Planet EOOD or its partners.

11. Acceptable use

You agree not to:

• scrape the Platform or API at abusive rates or in excess of the rate limits communicated to your account;
• reverse engineer, decompile, or attempt to derive the source code of the Service, except to the extent permitted by applicable law;
• resell or redistribute access to the Service to parties who have not signed their own agreement with HotelHero, unless expressly permitted in writing;
• interfere with other Users, disrupt the Service, or use it to transmit malicious code;
• use the Service to violate applicable law, the rights of third parties, or the terms of HotelHero's Suppliers.

12. Disclaimers and limitation of liability

The Service is provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied. HotelHero does not guarantee that rates or availability returned by Suppliers will remain valid until the booking is completed; Rates typically expire within 30 minutes of being retrieved.

To the maximum extent permitted by law, neither HotelHero nor Planet EOOD will be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunities arising out of or in connection with your use of the Service.

13. Termination

HotelHero may suspend or terminate your access to the Service at any time, with or without notice, if you breach these Terms, if required to protect the Platform or other Users, or if required by law. You may close your account at any time by contacting HotelHero at [email protected].

14. Disputes and complaints

In the event of a dispute, HotelHero seeks to reach an agreement with the User before the matter is referred to any authority. Users are encouraged to contact HotelHero directly so that any issue can be resolved quickly.

If a dispute cannot be resolved between the parties, and to the extent permitted by law, these Terms and the provision of the Service are governed by and interpreted in accordance with the laws of the Republic of Bulgaria, and any dispute arising out of or in connection with these Terms is subject to the jurisdiction of the competent Bulgarian courts.

Where a User's claim relates to the quality of a service delivered by a Supplier and was not raised on site at the point of delivery, the User may file a written complaint with HotelHero within 14 days of completion of the stay, either by email or through the HotelHero offices. The complaint should include a protocol or written record signed by the property's representative describing the issue. Without such a signed protocol or equivalent written evidence, claims cannot be forwarded to the Supplier. HotelHero undertakes to forward eligible complaints to the Supplier within one month of receipt and to continue to liaise with the User until the matter is resolved.

Alternative dispute resolution: EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Bulgarian Commission for Consumer Protection: kzp.bg.

15. Miscellaneous

Language versions. The original version of these Terms is in English. In the event of any discrepancy between the English version and any translation, the English version prevails.

Severability. If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

Changes. HotelHero may update these Terms from time to time. Material changes will be communicated through the Platform or by email. Continued use of the Service after the effective date of any changes constitutes acceptance.

16. Contact

HotelHero — a service operated by Planet EOOD.

Address: 28 Hristo Botev Blvd, floor 2, Sofia 1000, Bulgaria
General: [email protected]
Legal & data protection: [email protected]