General terms and conditions for providing accommodation services
1. GENERAL TERMS AND CONDITIONS OF THE BUSINESS
Tourist agency ADRIASUN (thereinafter agency), stands as an intermediary for the tourist services offered, in this case accommodation services, between the customer and the host family or other accommodation type(hotel, agrotourism..). Agency provides information on a reservation of accommodation services on the web page.
Inquiries and booking of accommodation can be done by Tel, Fax, Email or personally at the agency office as well as at agency’s partner.
During the application process, customer has to give all the necessary information required by the application form, in case he/she is filling in the online application.
After checking the availability of chosen accommodation, customer will receive a written confirmation on which basis he/she shall pay an advance and thereby confirm the booking. After paying an advance customer will receive a confirmation of the reservation.
By confirming the reservation, customer confirms that he/she is familiar with the general terms and conditions about accommodation services and fully comprehends and accepts them. Thus, everything stated in the general terms becomes legally binding for both, the customer and agency.
If not stated otherwise in agency’s offer, the price of accommodation shall be paid in Kunas (Croatian currency) at the agency reception as per the valid price list.
a) Advance payment
The advance is required and it shall be paid upon receipt of the booking confirmation if not stated differently. On the contrary, the reservation will be considered cancelled. When paying it is necessary to include the name of the person who made the payment or for whom the payment is made, the reservation number, as well as the name of the accommodation unit which the reservation refers to. The advance can make 20 to 50 % of the total price and it is in accordance with the booked period and type of services that a customer has chosen. A copy of the payment shall be sent by e-mail or fax. (Fax number: +). Thereupon the customer will receive a confirmation of the reservation.
b) The rest of the payment
The rest of the payment should be paid the latest 30 days prior the arrival, but if the arrival date is in less than 30 days, 100% of the total price should be paid upon booking confirmation (obligatory for hotel booking).
In some cases, regarding private accommodation, there is possibility to pay the rest of the payment directly to owner of the accommodation unit or at the reception of agency or agency’s partner.
4. SERVICE PRICES
a) General services
The price of accommodation includes the basic service as described in the booked accommodation unit. The price of accommodation is given in EUR. Agency reserves the right to make changes to the stated prices (in case that the host changes prices or there are changes in exchange rates).
For customers who have already paid an advance for their reservation, agency guarantees the price of accommodation, stated in the calculation according to which the advance was paid. If the changes occur prior to the payment of the advance, agency is required to inform the customer. If more customers, than are stated on the voucher, arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge according to the actual prices.
The prices stated on the agency’s web pages are calculated on the basis of our contracts with partner agencies and do not need to respond to the prices in the destination where the customer stays for his holiday, so this cannot be the reason of a complaint.
b) Special (other) services
Special services are those not included in the price of accommodation. These services must be requested at the time of booking or upon arrival only if they are in the description of the accommodation unit indicated under
” Additional charges “; Therefore the customer pays for them separately according to the price list at the office where the customer registers himself in for sojourn.
5. RESIDENCE TAX
According to the Croatian Law on the Residence Tax, customers/citizens who stay in a tourist place other than their place of residence and sojourn in a hotel or other accommodation building in which catering services and tourist activities are run, are required to pay the tourist tax. The amount of Sojourn Tax to be paid will be stated on your reservation calculation and will be paid together with the rest of the price of services upon arrival.
The Residence Tax in the Republic of Croatia varies from 2,00 to 7,00 kn per person per day for adults. Customers from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying. The final amount of the Residence Tax is determined by the destination in the Republic of Croatia and travel period, and is charged according to the General Terms and Conditions when balance payment is made.
6. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by agency ( apartments or other objects ) and our partners are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in agency’s online offer. Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared.
Information obtained on the place selling the accommodation, does not oblige agency in any way more than any information available on the agency’s WEB pages.
On the day of arrival to the accommodation unit, customers are to arrive after
2 p.m., and they are to leave the accommodation unit before 10 a.m. on the departure day. If it is possible to come to accommodation unit sooner, or to leave later, agency is required to inform the customer.
If a customer will be late and cannot arrive until evening, he shall give notice to the agency he has to register the latest till 6 p.m. on the arrival day. On the contrary the agency is not liable to wait for the customer.
7. CUSTOMER’S RIGHT TO CHANGES AND CANCELLATION
Should the customer wish to change or cancel a reservation, this must be done in written form (email), if possible, at least 30 days prior to the arrival. The following are examples of changes: changes to the number of customers, changes to arrival / departure dates, change of the type of basic or extra services booked. If it is possible to make a change without further expenses for Agency, it will be made free of charge. If the client wants to change to an accommodation unit of a different service provider it will be treated as a booking cancellation.
Should a change to the reservation not be possible and should the customer cancel for this reason, the advance payment is not refunded and is used to cover the cost of canceling the reservation. If the client does not show up at the destination untill 24:00 at the arrival day, without agreeing a later arrival, or cancels the arrangement after the beginning of the service, the client is not entitled to any refund.
In the event that the Traveler must cancel a reservation, the Agency offers the Traveler the chance / possibility of finding a new Traveler / User for the same reservation if possible (this depends on the service provider), wherein the Agency will only charge for the actual cost of the replacement. The new reservation holder assumes all of the obligations of these General Terms and Conditions.
In the case of cancellation of a reservation due to force majeure, the guest must only pay the actual costs of cancellation, but no more than 30% of the total accommodation price.
8. AGENCY’S RIGHT TO CHANGES AND CANCELLATION
Agency reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond it`s control that cannot be predicted, avoided or rectified (wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and other similar circumstances). Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that customer is notified ahead of time. In cases where substitute accommodation for paid accommodation is not available, agency reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount. Should an adequate substitute accommodation not be available on the day of arrival, agency will provide information on an available accommodation offer (the same or higher category accommodation service than the booked one).
9. CUSTOMER’S OBLIGATIONS
The customer is required :
• to have valid travel documents,
• to obey Croatian custom regulations and currency exchange regulations
• to provide a valid document (an identity card or a passport), upon arrival when registering in the travel agency
• to produce the confirmation of payment (Voucher received by mail or email) upon arrival in order to pay the rest of the price
• to obey house rules in accommodation units and have good relations with the host. Should the customer not follow the above listed obligations, the customer is liable for caused damage ( caused to the host ) and must cover the expenses.
Agency excludes it’s responsibility of the caused damage.
10. AGENCY’S OBLIGATIONS
Agency is obliged to send the customer the voucher upon paid advance. The voucher is the confirmation of reservation and contains all the services paid. It is Agency’s obligation to take care of the provided services, host’s and customers’ interests and rights according to the accepted customs and practices in tourism and in accordance to these terms.
Agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit (rental of a safety deposit box is recommended if available). Lost luggage or stolen goods should be reported to the host and the local police department.
12. PRIVACY PROTECTION
In order to respect you privacy rights we apply the following principles:
• we need your data during the booking process only to identify you and connect you to provided services
• we shall share your personal data only with a third person who is involved in the reservation process.
13. AGENCY’S RIGHT TO CHANGE THE TERMS OF SERVICE
Agency retains the right to change the terms of the internet page use, as well as other terms of business. However, the changes will not affect the reservations already made and paid.
The internet page provide information of the accommodation units on the basis of descriptions and pictures for each accommodation unit. Moreover, on these pages you can get information about the availability of a desired accommodation unit for the period requested and make your reservation. We want to draw your attention to the fact that all internet transactions shall be made by an adult person. Herewith, you pledge yourself to take financial responsibility for all transactions made either by you or an under age person from your family. Furthermore, you are responsible for your under age children who use your personal data as well as for the authenticity and accuracy of the data provided to us for the booking requirements and financial transactions. Shall these pages be in any way misused (by making a wrong reservation or other) you will not be allowed to access the pages.
Should the services provided not be completely accomplished, the customer is entitled to seek reasonable compensation by filing in a written complaint.
The customer is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify agency via Emal /phone or personally . The customer is required to cooperate with agency, partner-agency and the service provider in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with services paid for, agency is not required to accept any further complaints referring to this service. If the problem is not rectified even after on the spot intervention, the customer must leave the accommodation in question.
Agency or it’s representative will put down in writing a record of the complaint in two copies, one for agency and the other for the customer.
In such cases, the customer is required to send a written complaint along with the representative’s record, other relevant documents and photographs that prove reasons for the complaint to agency via Email / Fax within 7 days upon returning from holiday.
Agency will take into consideration only properly filed complaints received within 7 days. Agency assumes responsibility to make a written decision to the complaint within 15 days upon receipt of the complaint. Should agency need more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 15 days.
Until Agency presents it’s solution, the customer refrains from mediation by any other party, arbitration by the Association of Croatian Travel Agencies, or from taking the matter to court, and from informing the press.
Agency will take into consideration only those complaints that could not be solved on the spot. The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to Agency and cannot include services already provided. This excludes the right of the client to get the compensation of the ideal damage.
If the client is not satisfied with the current provided service and therefore decides to leave the accommodation unit and individually finds an alternative accommodation without informing the Agency or without waiting for the complaint to be resolved or an alternative accommodation to be provided within the settled period of eight hours the client is not entitled to a refund of the amount paid or to claim compensation.
16. COURT JURISDICTION
The agency will attempt to solve all the disputes in agreement with the guest. If an agreement cannot be reached, the issue will become subject to the decision of the Labin Court jurisdiction, under the authority of the laws of the Republic of Croatia.
Notice of submission of written complaints by service users
In accordance with the provisions of Art. 6. Paragraph 1. Item 3 of the Law on Provision of Tourism Services NN no. 130/17 a consumer’s written complaint may be submitted:
– written on business premises;
– email firstname.lastname@example.org; or
– mail to AdriaSun tourist agency Slobode 65 Rabac.
The received complaint of the service user will be confirmed in writing without delay and the receipt of the complaint will be confirmed and the objection will be answered in writing within 15 days from the day of receipt of the complaint.