juin 5, 2025

Balchik Villas

We manage a total of 7 villas located in Balchik, divided into two main groups based on their layout and amenities as follows:

Each of the following villas has its own private yard and swimming pool:

  • Villa Apple

  • Villa Cook

  • Villa Hacienda

There are 3 villas under the shared name “Balkida”, which share a common yard and swimming pool:

  • Villa Faith

  • Villa Love

  • Villa Hope – divided into two separate apartments:

    • Hope 1 – located on the first floor

    • Hope 2 – located on the second floor

1. Reservations and Inquiries

We receive reservations and inquiries through four different sources. Each requires a specific handling procedure, depending on its type:

1.1 Confirmed Reservations (Paid & Accepted)

We receive confirmed and paid bookings from the following platforms:

  • Our official website - Book Flat Manager (Shows as "Website" in source section)

  • Booking.com

  • Airbnb

These bookings appear as "Accepted" in Hostify and are paid.

Action Required:

  • Simply send the automated message template “IM Balchik Villas” to the guest.

  • These reservations are treated as ready and no additional actions are needed.

1.2 Inquiries from the Official Villa Website

We also receive non-paid inquiries through the official villa website (WordPress). These are not confirmed bookings and require manual handling and communication. Here is the website: https://balchikvillas.bg/

Important:

  • Do not accept the inquiry until the guest confirms they want to proceed with the booking.

  • These are not paid et no automatic payment will be taken, even if you click "Accept" in Hostify.

2. Steps to Handle WordPress Inquiries:

2.1 Check Email & Hostify:

  • The inquiry enters our reservations email inbox as a “WordPress” + it appears in Hostify like an inquiry with "Accept" and "Decline" buttons.
  • Confirm that the guest's name, email, and dates match in both systems.

2.2 Star the Inquiry in Hostify:

  • Use the star function in Hostify to mark it.
  • This ensures it will be handled only by Senior COMMS.
  • Do not accept it at this point.

2.3 Send Email to Guest:

  • Use the guest's email and name provided in the WordPress inquiry.
  • Create a new email with the subject line: "[Villa Name] – [Requested Dates]"
  • Message should include:
    • A thank you for their interest.
    • The total price for the requested period (check Hostify inquiry for pricing).
    • Answers to any specific questions they’ve asked.
    • Ask if they’d like to proceed with the reservation.

2.4 Next Steps After Email:

  • Move the email to the “Balchik Villas” folder in the email inbox.
  • Then, close the inquiry in Hostify (do not accept it unless the guest replies with confirmation).

3. Converting Inquiries into Confirmed Reservations

If a guest replies to the email and confirms they want to proceed with the reservation, follow the steps below to convert the inquiry into a booking:

3.1 Locate the Inquiry in Hostify and accept it:
  • Utilisez le search bar in Hostify to search by the guest’s email address.
  • The related inquiry will appear.
  • Cliquez sur “Accept” to convert it into a confirmed reservation.

3.2 Send the Payment Instructions:

  • Send the template message “IM Payment Balchik Villas” to the guest.
  • This message includes the bank details and payment instructions.

3.3 Track the Payment:

  • Add the booking details to the shared tracking sheet Awaiting Payments – Balchik Villas
  • Make sure to monitor the payment status regularly
  • Also, add the due date for the final payment, which should be 7 days before check-in.

4. Payment Process and Monitoring

Once the reservation is accepted and the IM Payment Balchik Villas message is sent, the following steps must be followed regarding guest payments:

4.1 Payment Instructions to Guests
  • The IM Payment Balchik Villas template includes the required payment details and breakdown:

The guest is required to pay 50% of the total reservation amount, as well as a deposit of 250 EUR per villa, within 24 hours of receiving the confirmation.
The remaining 50% must be paid one week prior to check-in.
Please note that the deposit will be refunded within seven calendar days after check-out.

Recipient: Balchik Villas EOOD

Bank account: BG71CECB979010E6951801

Payment reference: Reservation dates + name of the villa + name of the main guest

4.2 Tracking and Confirming the Initial Payment

After sending the IM Payment message, follow these steps:

  • Monitor Payment Within 24 Hours:

    • The guest must transfer the initial 50% + security deposit within 24 hours.
    • Actively check for payment confirmation during this period.

  • Forward Payment Proof to Petya:

    • Once the guest sends a payment confirmation, forward the proof of payment to Petya in Balchik: pgartcheva@yahoo.com

  • Update Internal Records:

    • Mark that the first payment is received in the “Awaiting Payments – Balchik Villas” sheet.
    • Also, ensure that the final payment due date is clearly written (7 days before check-in).
  • Final Payment Reminder:
    • Regularly check the “Awaiting Payments” sheet.
    • When the final payment due date approaches, send a reminder to the guest to complete the remaining 50%.

 

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