Privacy Policy for Data Protection

Privacy Policy for Data Protection

This website is managed by SILKY HOLIDAYS Ltd., registered with UIC: 128595448 at the Commission for Personal Data Protection in Bulgaria.

SILKY HOLIDAYS Ltd., hereinafter called „AGENCY“, accepts as its priority to provide not only quality service to its clients but also to protect the confidentiality of their personal data. It has therefore taken a number of legal and technical steps to bring its activity into line with the new personal data law which is being implemented by the General Data Protection Regulation (EU) 2016/679 (hereinafter called "Regulation").

This Privacy Policy enters into force on 25 May 2018 and aims to inform you of the following:
• What personal data we collect from you
• Why we collect and process your personal data and on what grounds
• When and how we can share your personal information with other organizations, including third countries
• The period in which we will store your personal data
• International transfers of personal data
• The rights you have with respect to our personal data
• Security measures

1. What personal data do we collect?
1.1. When you sign up for one of our services, you provide us with:
• Address, email address, phone number and date of birth
• Your sign-in information, as your username and password you selected

1.2. When you browse our websites or use our mobile apps, we collect:
• Travel preferences
• Information about your browsing behavior on our websites and mobile apps
• Information about your browsing any of our ads, including those displayed on the websites of other organizations
• Information on how you access to our digital services, including operating system, IP address, online identifiers and browser details
• Social preferences, interests and activities
• Cookies
Check out our Cookie Policy.

1.3. When you make inquiries about offers, we collect:
• Name and surname, e-mail, phone
• Destination preferences, number of travelers including children and their age

1.4. When making a reservation, we collect:
• Gender data, name and surname, address, country, phone, e-mail, date of birth, preferred form of payment, number of travelers including children and their age

1.5. In order to send you up-to-date offers, you can subscribe to our newsletter and then we collect:
• E-mail data

1.6. When you buy our products in our offices or online, we collect:
• Names, PIN, address, passport/ ID card details, other identity card details
• Passenger information - Number of passengers including children and their age
• Contact details - phone, e-mail
• Information about your purchases, including what you bought, when and where you bought it, how you paid it, or other payment information.
• Data relating to written consent from parents, guardians or custodians or other carers for the participation of the child or student in the relevant tourist trip
• Any special dietary requirements
• Relevant medical data on disability, limited mobility, pregnancy, vaccinations, accident data on travel
• Family status information - child excursions, traveling with one parent
• Data about complaints and the opinion of tourists
• Data on the tourist's behavior during the trip regarding his claims of non-compliance with the contract

2. Why do we collect and store your personal data and on what grounds?
We collect and process your personal data for different purposes:
• Booking airline tickets, online check-in
• Hotel booking
• To conclude a contract for the sale of a product/ service
• To process and make a payment
• Issuance of accounting documents for the payment made
• For issuing visas
• For the conclusion of voluntary or compulsory insurance "medical expenses for sickness and accident of the tourist"
• To provide transport
• Refunds
• To contact you
• For marketing and advertising purposes

We collect and process your personal data on the basis of:
• Pre-contractual relations and contracting with you
• Our legal obligations under Bulgarian legislation - for example, the Tourism Law, the Accountancy Act and the applicable secondary legislation as well as European legislation in the field of tourism and service provision
• Consent (when sending an inquiry, sending a newsletter, registering a profile, assisting in issuing a visa, processing special categories of data, transmitting data to a third country if the third country does not have a decision of the European Commission to provide an adequate level of data protection)
• Protecting your vital interests (in an emergency, processing special categories of data when the person is physically or legally incapable of giving consent to provide data)
• To protect our legitimate interests (in collecting preference information to personalize our services)

3. When and how we could share your personal data with other organizations, including third countries
In order to provide you with the products and services you require, we provide your personal data to:
• Hotels
• Airline companies
• Transport companies
• Insurance companies
• Tour operators
• Embassy
• National Revenue Agency, Consumer Protection Commission and other recipients established by law

We also work with carefully selected providers that perform certain functions on our behalf, for example:
• Companies that help us with IT services - support computers, websites, email domains, servers, booking systems
• Marketing and advertising companies
• Payment processing companies
We may have to share personal data with investigative companies or other public authorities to identify, exercise or defend our legitimate rights or protect public interests in order to prevent fraud, reduce credit risk, combat terrorism, etc.

When we share personal data with other organizations, we require them to store the data by taking the highest possible organizational and technical security measures, and not to use your personal data for their own marketing purposes. We only share the minimum personal information that allows our suppliers and partners to provide you with our services.

4. What is the term  of storing your personal data?
We store your personal information:
• For the purposes of the contract - for the duration of the tour and/ or for compliance with the legal requirements such as the exercise of rights to claim, compensation for damages
• For advertising and marketing purposes - until the consent is withdrawn
• For accounting purposes - according to the deadlines specified in the Accountancy Act, the Tax and Social Insurance Procedure Code
• For statistical purposes - only after their anonymisation

In cases of lack of legal time, we retain your personal data for a reasonable period of time determined on the basis of additional criteria. The criteria for setting the deadline are in line with our desire to provide you with high quality services.

When the personal data we collect is no longer required for the purposes mentioned, we delete or destroy them in another appropriate manner.

5. International transfers of personal data
We transfer your personal data outside the European Economic Area in the implementation of any of the following options: permission from the Commission for Protection of Personal Data; with your consent after explaining the consequences and possible risks of data transmission; standard contractual clauses; countries with an adequate level of data protection.

6. You have the following rights regarding the provided personal data:
• Right to withdraw your consent
• Right to access and receive information
You have the right to request access to your personal data at any time.
In the rare cases where we can not provide access to your personal data in a period not exceeding one month, we will state the reasons.
• Right to correction
You may request to correct any inaccuracies in your personal data.
• Right to delete data
You may request that you delete your data unless it is necessary to store it for legitimate interests.
• The right to restrict the processing of data for a certain period of time
• Right to data portability
Where technically possible, you may ask your provided personal data to be submitted to another organization.
• Right of objection
• Right to complain to the Commission for the Protection of Personal Data
If you believe that we are violating your rights, you may contact us at to investigate the case.

You have the right to submit a complaint to the Commission for Personal Data Protection, address: Bulgaria, Sofia 1592, 2 Prof. Tsvetan Lazarov Str., Phone: +359-2-91-53-518, e-mail:

We aim to satisfy your requests when they are admissible and reasonable, and give you a response within the statutory one-month period. In rare cases, we may have to extend this period, but not more than two months, to the maximum time allowed by law.

Please note that we may ask you to verify your identity before we can act on your request or complaint. We may also ask you for more information to make sure you are authorized to submit such a request or complaint when you contact us on behalf of someone else.

Requests regarding your rights, you can send to:

7. Security measures
We take technical and organizational security measures to protect your data from unauthorized processing, accidental loss, destruction, damage or disclosure.  Moreover, the company has limited access to personal data to those employees, subcontractors and other third parties who need such access access for the purposes of their activities and for the fulfillment of their official duties. They also have an obligation to protect the confidentiality of your data.

In order to ensure maximum security in the processing, transfer and storage of personal data, we also apply where necessary additional security measures such as encryption, pseudonymisation and others.

This Privacy policy and data protection is regularly reviewed and updated by us in order to be as clear, precise and transparent as possible, and to encompass our new changes (if necessary) and the changes in legislation.

Date of last update - 25.05.2018

  • Mario Domínguez From España
    Sent on 23 December 2022
    I have received the best service imaginable, with great flexibility, I have never received such excellent attention as that received with this company
  • Ana Whitton From UK
    Sent on 06 March 2019
    I wanted to write a proper review of our hotel and experience while in Pamporovo, so this is the addition to my email. We flew to Sofia and the pre booked taxi transport was waiting for us. The driver (Kosta) was wonderful and we felt really safe with him driving. Our flight was late and we arrived to the Dafovska hotel after midnight. The reception was open and they were waiting for us. We were given sandwiches and water and shown to our room. The rooms were spacious and warm, the beds comfortable, bathroom lovely and clean. Plenty of hot water, the towels were changed every day and bins emptied. The hotel has Jacuzzi, sauna and steam room which is 12 leva per person with towels. I would have liked the water in the Jacuzzi to be a bit warmer. We went in every day after skiing, apart from one when we tried a different hotel. Snezanka hotel has a swimming pool too. Its ok but it was too busy for us and we decided to stick with ours. Their changing rooms are very very small and you have to pay extra for the towels. We chose half board. There was many things to choose for breakfast, hot food, pancakes, fruit, cereal & toast. Apple & orange juice as well as many teas and coffees. I have to admit I always take my own tea bags . Not having to cook dinner after a day skiing was very welcome. There isn’t really a great choice for strict vegetarians, but I always managed to find tasty food to eat. You can buy drinks from the bar, or bring your own. There is a free shuttle bus that takes you to ski centre Malina. Very busy ski centre. We met with the representative Nelly there. I would have preferred to have the information on what time to be where when we arrived. Nelly organised our helmets (you need to rent this separately, 5 leva per person), ski equipment and our instructor. Well! I cannot give more glowing review for our instructor! Alex was amazing, very patient, very friendly and knowledgeable. We had lessons in the morning, then lunch, which he was very good to organise with the local bar, then another set of lessons. The food in the bars by the ski school and at the top of the slope was very good. Big portions, quickly delivered. I only needed soup at lunch time which were homemade and delicious. Staff, at the ski centre and gondolas, didn’t always speak a lot of English or smile enough but they were never the less very helpful especially with children and beginners. We skied on our last day too and we were picked up from the hotel by a taxi to be taken to the airport. This taxi driver was not so careful and good at driving and we could not wait to get to Sofia and get out of his car. The whole organisation of our trip with BulgariaSki was excellent! Thank you all
  • Richard From England
    Sent on 10 February 2019
    Have just spent 5 nights at the hotel for the second year. Still same high standards. Had a after ski massage with Kateriua, spot on girl knows her stuff. Highly recommended her.
  • Tommyboy From Scotland
    Sent on 07 April 2018
    5th time skiing in Bansko, have been here over Xmas period and Easter break, hasn't always been a lot of snow but enough to ski for five days. It is a good value for money skiing holiday for those on a budget, food very good value and varied depending on taste, some restaurants better than others, again depending on personal taste. Not to sure what the nightlife is like as we stay in our timeshare resort The Balkan Jewel which is 3 > 4 miles out of Bansko, they operate a free shuttle bus but the last one back from town is at 4.30pm therefore going back into town would require the use of taxis. I am sure we will be back in the future.
  • Mitko From Bulgaria
    Sent on 28 February 2018
    Dear all, Borovets is a nice place to be, but it is risky to ski there. The slopes for advanced skiers are crossing the slopes for beginners and the slopes are negligently prepared with icy spots and snow heap places. This all is a precondition for accidents. The ski lifts are maintained all on the surface, they stop frequently and the gondola had to be scrapped years ago. So be careful when skiing in Borovets!
  • Lene willsea From N.i
    Sent on 28 February 2018
    I love Pomporova. Its our home from home.We first went in 2008, the airport was a portacabin and the lifts were a dangling wooden chair.. The place improves year on year. I would highly recommend it. VERY CHEAP once ur there. But with all upgrades the prices to travel are clinbing. Jumped 200 in two yrs.
  • Neo From United Kingdom
    Sent on 15 February 2018
    The hotel it’s a brilliant idea however there are aspects you would be surprised to stumble upon We arrived late at night about 10pm. Greater by a very polite hostes she kindly provided us with prepacked sandwiches as the restaurant closed at 9pm ( we called in advance to ask if such is possible especially when you have young ckranky from long travel hours in multiple travel vechicles The room very spatious. Bed cover had some suspicious sticky stains that absolutely horrified me at the thought that my children could possibly put their tiny hands on to that. One of the bath robes provided had a black stain on its back, the other bath robe had its pocket thorn out and just hanging. There was a massive flaky, mouldy, damp patch in the corner on the ceiling. The toilet was leaking on the floor. Breakfast food was cold and rancid with a queue for pncakes quite long and very impatient as pancakes was the only food that you could have still warm. Boiled eggs were cold and so hard the yolk was dusty . Fried eggs were dry... won’t even go to details about the rest of the food. As the drinks offered to be purchased by the restaurant aren’t the healthiest of choice for children (all the juices on choice contained added multiple preserving agents and colourants) we asked if possible to have some tap water. It proved to be a terrible mistake, we were told that yes but we would have to pay for it, then told that if they bring a jug for us everyone else will be asking for it, then he brought a manager who was more rude than the server and plainly put it that even if we have children asking for water we would have to buy bottled water and she is not prepared to give us water for free, unnecessarily often stressing the ?free’ word. There are far more many good things that are good about this hotel. It’s main let down it’s restaurant staff who are poor hospitality professionals and frankly plain rude.
  • Nigel Buckle From United Kingdom
    Sent on 17 December 2017
    I have stayed at the Orlovetz for 6 out of the last 8 years and will be returning in 2018 for another week. It has become my 'Winter retreat'. A modern hotel that stands out due to its prominent position and its design. The rooms are comfortable and warm with plenty of wardrobe space and an area to relax. The safe is in the wardrobe, which is really useful for your valuables. There is a decently equipped gym, a small pool (though you can also use the larger pool in the Perelik as well) a Sauna and massage treatments, great for those aches from the first days of skiing ! The restaurant was made larger a couple of years ago and now accommodates more guests. Both breakfast and dinner are buffet style, the food, in general, is of good quality and there usually at least four different options at dinner. There is a small bar in the lobby area and a Piano Bar on the top floor that has stunning views across the surrounding district. As it is the sister hotel to the Perelik there is a tunnelway that links the two and saves you going out in the snow if you choose to use the alternative facilities provided there. One of them being 'The Pub' (previously known as the Pampi Bar) plus a couple of night clubs and a bowling alley. Also as the Orlovetz is just across from the Schnezanka it is only a short walk to Daks Bar, often used as the first mornings meeting place for your ski passes etc.,which is a lively night spot with live music and very popular. In all a great Hotel within a great small town, try it , Pamper yourself !
  • Liz From England
    Sent on 19 November 2017
    I went with my daughter January 2018. I was a cheap half board flights included and we wasn’t expecting much.... but what a fantastic week we had!! Stayed at the Lion hotel which is about a 10-15 minute walk to the slopes/town. A free shuttle is provide by the hotel. The hotel and staff are lovely. The food was always varied and hot. My daughter and I are vegetarians and in only two nights were we disappointed with the choice - but we heaped up on pudding so didn’t go hungry. Am lucky enough to be going back in 2018.
  • val From United Kingdom
    Sent on 15 February 2017
    group of us just back from borovets.we arrived 4th feb 2017 and departed 11th feb.had a great time.hotel rila was fab.great gym and was school was great.we had a really good instructor Martin Hristov.he was really good with everyone took time to try and learn everyone.we all had a great time thankyou.will be back next yearx