Terms and conditions
GENERAL TERMS AND CONDITIONS FOR THE PROVISION OF ACCOMMODATION SERVICES
1. Introduction
These general terms and conditions regulate the relationship between the accommodation service provider and the service user and define the rights and obligations of both parties. By accepting a reservation, the guests acknowledges that he/she is familiar with the terms and conditions and accepts them in their entirety. The aim of these terms and conditions is to ensure clarity in business relationships and protect the interests of both participants.
2. Reservation and payment
The reservation of an accommodation becomes valid when the guest confirms his/her intention to use the accommodation and makes an advance payment according to the agreed conditions. The advance payment amount and payment method are agreed on during the reservation process. The remaining amount must be paid before the arrival or in the manner previously agreed with the service provider.
If a payment is late, the accommodation service provider reserves the right to cancel the reservation.
3. Rights and obligations of the user
The guest is obliged:
- to comply with the house rules;
- to have valid travel documents for all persons in the group (including travel documents for children and mandatory pet documents) and to verify whether a visa is required for entry to the Republic of Croatia or transit countries;
- to keep the number of persons and the composition of the group arriving at the accommodation unit the same as announced to the Agency. If the number of persons arriving to the accommodation unit is higher than stated on the voucher or the group composition is different, the accommodation service provider has the right to refuse to provide the service to the unannounced guests or to charge those unannounced additionally.
- to announce bringing a pet so as to enable the accommodation service provider to give explicit consent;
- to use the accommodation property responsibly, taking care not to cause any damage to the property, furniture or equipment;
- to notify the accommodation service provider of any problems or damage occurring during the stay;
- to keep the accommodation unit clean and tidy and respect agreed departure rules;
In the event of non-compliance with these terms and conditions, the accommodation service provider may terminate the contract with the guest without the obligation to reimburse the guest for the remaining days of the stay. The guest may also be held responsible for the compensation of any damage caused.
4. Rights and obligations of the accommodation service provider
The accommodation service provider is obliged:
- to provide the guest with the accommodation as specified on the reservation date;
- to enable a free use of the accommodation facilities in the agreed period;
- to respect the privacy of the guest and not to disturb the guest during the stay, except in emergency situations (e.g., emergency repairs, maintenance);
- help the guest with any problems that may arise regarding the accommodation property or facilities.
In the event of force majeure, including natural disasters, technical defects or other unforeseen circumstances preventing the use of the reserved accommodation property, the accommodation service provider, in agreement with the guest, strives to find an adequate substitute accommodation or reimburses the guest for the paid up amount.
5. Cancellation and change of reservation
Guests have the right to cancel the reservation, but the conditions for reimbursement depend on the period remaining until their arrival.
As a rule, cancelling within a specified period (60 days prior to arrival) provides for the reimbursement of the total amount paid.
If the guest wishes to change the dates of stay or any other important elements of the reservation, the accommodation service provider strives to meet the requirement, provided that this is possible and does not interfere with the reservations of other guests. However, the accommodation service provider is not obliged to agree to the changes if they cause any organisational or financial difficulties.
The change of parameters after the leased accommodation service starts to be used is not possible.
If the accommodation service provider must cancel the reservation due to force majeure (malfunction, damage to the accommodation property or any other accidents), the guest is offered a substitute accommodation of a similar quality or the reimbursement of the total amount paid.
If the accommodation service provider reduces the price of the accommodation unit after the guest has confirmed the reservation, the guest is not entitled to the new, lower price.
In the case of a short stay (1 to 3 nights), the accommodation service provider may increase the basic accommodation price. The guest is informed of the additional charge for the short stay when the reservation is made.
6. Complaint resolution
The guest has a right to make a complaint if the information on the leased accommodation unit is inaccurate, unless the state of the unit is more favourable for the guest. The guest also has a right to make a complaint about uncleanliness, untidiness or poor maintenance of the accommodation property as well as about the improper behaviour of the accommodation service provider.
The Agency assumes no responsibility for the non-provision of services that the guest failed to book before arriving at the accommodation property. The Agency also assumes no responsibility for the opening hours of shops and restaurants near the property. Information on their distance from the property is purely orientational and may not be subject to a complaint.
The guest waives the right to make a complaint concerning any information posted on the Agency's website that he/she failed to notice previously and any facts of which he/she was previously informed by the Agency' staff.
The Agency receives complaints every day, from 10 a.m. to 18 p.m.
Complaints may be made only on the day of arrival, except when a problem arises during the stay. In such a case, the guest is obliged to report the problem immediately after noticing it. Complaints made after the set deadline are not taken into account.
The Agency is obliged to start addressing the complaint as soon as it receives it (within working hours) and state whether it is justified within two hours at the latest.
If the Agency does not reply to the guest within this deadline, the guest has the right to leave the accommodation property and the Agency is obliged to reimburse the guest for the total amount paid.
If the Agency decides that the complaint is justified, it is obliged to eliminate the established deficiencies within five hours at the latest. The guest is obliged to cooperate with the representative of the Agency and the accommodation service provider in order for the problem to be resolved.
A justified complaint may result in the elimination of deficiencies or the discounting of the price for the service reserved. A complaint is considered to be resolved if the discount is accepted.
If the problem cannot be eliminated, the Agency provides the guest with a substitute accommodation. If that is also impossible, the Agency is obliged to reimburse the guest for the total amount paid.
The highest amount of compensation per complaint may not exceed the amount paid up by the guest. If a complaint is made after the service started to be used, the reimbursement comprises only the unused part of the reservation.
If the Agency fails to resolve the problem or find a substitute accommodation within five hours, the guest has the right to leave the accommodation property and be reimbursed for the total amount paid.
7. Arrival, stay and departure
The guest is obliged to comply with the agreed arrival and departure times. The standard check in and check out times are predefined and stated in the reservation confirmation.
Check in: possible as of the specified time (2 p.m.), unless otherwise agreed with the accommodation service provider.
Check out: the guest must leave the accommodation property by the agreed time (10 a.m.). Late check out may result in additional expenses.
During the stay the guest is responsible for the safekeeping of keys and personal items. The accommodation service provider takes no responsibility for the loss or theft of the guest's personal items.
8. House rules
In order to ensure a pleasant stay for all guests and maintain the quality of the accommodation property, it is necessary to comply with the house rules, including:
- keeping peace and quiet, especially in the evening and at night;
- taking precautions while using electrical and other appliances;
- keeping the leased accommodation property clean and tidy;
- respecting other guests and neighbours.
Failure to respect the house rules may result in a warning or, in severe cases, in the termination of the stay without reimbursement.
9. Responsibility and insurance
The guest is responsible for any damage caused by the misuse of the accommodation property and obliged to reimburse the costs of repair or replacement of the damaged items.
The accommodation service provider bears no responsibility for:
- the guest's personal injuries occurring due to failure to comply with safety rules;
- the loss or theft of personal items, unless agreed otherwise;
- external circumstances, such as bad weather conditions, municipal infrastructure defects or any other circumstances beyond the service provider's control.
Guests are recommended to have travel insurance that covers unplanned expenses.
10. Personal data protection
Personal data submitted by the guest when making the reservation are used only for the purpose of providing the accommodation service and in compliance with privacy protection regulations in force. The accommodation service provider is obliged not to share personal data with third parties without the approval of the guest, unless this is necessary to meet legal obligations.
11. Conflict resolution
In the case of any disagreements or complaints, the guest and the accommodation service provider strive to resolve the conflict amicably, by agreement and mutual understanding. If no agreement is reached, the competent court is the court in the area of residence of the accommodation services provider.
12. Final provisions
These terms and conditions enter into force on the day of their publication and apply to all future reservations. The accommodation service provider reserves the right to change these terms and conditions, providing the guests with updated information before the completion of the reservation process.