Reservation and Cancellation Policy


The reservation of accommodation can be made on the basis of the order issued by the CLIENT and accepted by SC ZEN PET CLUB SRL and/or with the acceptance of an advance (guarantee) of the first two nights of accommodation.
If the reservation is only for one night, the equivalent will be paid.

The advance is considered non-refundable, non-cancellable and non-transferable (it cannot be transferred to a subsequent reservation).

The reservation is made by email or the Whats app application and will include: the name and surname of the owner of the furry, the name of the furry, breed, age, length of stay, phone number and all additional services requested (eg: webcam, pet sitter, transport, etc.) if is the applicable.

Zen Pet Club will issue an invoice (or a link for online card payment) for the amount of advance or full payment (as applicable).

Afterwards, it is necessary to send us proof of payment at or on Whats app, which represents the guarantee of the reservation. Failure to pay in advance or in full (as the case may be) within the stipulated period, leads to the automatic cancellation of the reservation.

After confirming the payment, the client will receive the reservation details via whats app or email. If the reservation includes and/or the transportation of the payment from the domicile to the Zen Pet Club hotel, the invoice issued includes all the costs related to the accommodation and/or any activities services. This must be paid in full at the time of booking.

Cancellation and No and/or Show Policy

  • The cancellation or rescheduling, as well as the client's no-show, incurs on the CLIENTS the obligation to pay two nights' accommodation, regardless of the time of the cancellation. sarcina CLIENȚILOR obligația plății a două nopți de cazare, indiferent de momentul solicitarii.
  • If the reservation is made for more than one hotel day, the customer's no-show results in the cancellation of the reservation for the other hotel days and entitles Zen Pet Club to offer the reserved accommodation space to other customers.
  • In case of cancellation during the accommodation or in the event that changes are made to the stay for reasons not related to force majeure according to the law, the amounts paid in advance, partially or fully, will not be refunded.
  • The extension of the accommodation period is announced at least 24 hours before the expiry of the stay period and can be granted by SC ZEN PET CLUB SRL under the conditions of availability.

* Amounts related to services not used or changed during or before the Client's stay will not be refunded. eg: the early departure of the Client or the postponement (reduction) of the accommodation by one or more days.

The payment accepted is in cash, by credit card (Visa, Mastercard, Maestro) at at the reception, online with the card or by bank transfer.

The advance payment can be made and/or online with your personal or company card, (full safety conditions. The accepted cards are those issued under the logos VISA (Classic and/or Electron) and/or MASTERCARD (including Maestro, if they have a CVV2/CVC2 code). No additional transaction fees are charged. Card data can be processed exclusively on PlatiOnline servers. The safety of your information is guaranteed by the fact that PlatiOnline does not store your confidential card data, but sends it encrypted over a secure connection to the processing bank. This way your information is safe. On the cardholder's account statement, the online transaction with the card appears with the name ZenPetClub. Regardless of the currency you have in your account, transactions can be made in lei, at the exchange rate of your bank.

The difference between the accommodation and any additional services will be made at check-in, at the hotel reception, except in the case where the customer also wants to transport the pet from home to the Zen Pet Club hotel. In this case, all the services will be paid in full in advance.


Hotel policy changes
The hotel's reservation/cancellation policy can be changed without prior notice. For special offers, the Terms and Conditions may be modified as necessary. The terms presented in the offers supersede the best terms and conditions above.