General terms and conditions for accommodation services

General terms and conditions for accommodation services




Tourist agency provides accommodation services in accordance with the General Terms and Conditions, and with the period and details of the confirmed reservation. Tourist agency is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and the like.)




Inquiries and booking of accommodation can be done electronically, by mail or in person at the tourist office.


When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay an advance money of 20% of the total renting amount (minimum 70 EUR), to the agency account also by bank.The rest of the payment till the total amount,must be paid at the arrival directly in the tourist agency. The payment on the reception shall be accepted with cash and credit cards (MAESTRO, VISA and MASTERCARD).




According to the Croatian Law on the Residence Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The Residence Tax in the Republic of Croatia varies from 7,00-10,00 KN per person per day for adults.


Customers from the age of 12 to 18 pay half the price, while children under the age of 12 are exempt from paying. Mostly the residence tax is included in the price of the apartment. The registration at the Turistic Comunity is 3 € pro person (indipendently of the age) just once.




The price of accommodation includes the basic service. Special services must be requested at the time of booking (air conditioning, using of washmashine, etc.).


The price of accommodation is given in EUR. Tourist agency reserves the right to make changes to the stated prices (in the event that the host changes prices or there are changes in exchange rates). For customers who have paid an advance for their reservation, tourist 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, tourist 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 directly made to the host. ( 5-10 €/day x person). Stay of 1 day increases the price for 50% and of 2 and 3 days for 25%.




Accommodation units offered by tourist agency are described in accordance to the official categorization of the authorized institution and based on onsite assessment prior to being put in tourist agency's online offer.





Tourist agency reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (See Article 1). 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.


Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher than the initially booked accommodation, tourist agency reserves the right to charge the price difference upon consulting the customer.


In cases where substitute accommodation for paid accommodation is not available, tourist agency reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the paid amount.


If the customer does not accept a substitute accommodationoffered by tourist agency, then he has the right of advance money refund.





Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 30 days prior to the arrival date.

The first change to the reservation is free of charge, unless it entails further expenses for tourist agency. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. The following are examples of cancellation of reservation: change of accommodation unit, and all changes done within 30 days of the arrival date or during use of the accommodation unit.


In case of cancellation of confirmed accommodation reservation, the date of receipt of the written cancellation is used to calculate cancellation costs as follows:


- For the cancellation up to 31 days prior the arrival, traveler will receive full refund,


- For the cancellation in the period between 30 and 15 days before arrival date, 10% of the accommodation price will be charged,


- For the cancellation in the period between 14 and 0 days before arrival date, 20% of the accommodation price will be charged.


Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed tourist agency, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above. No money will be refunded in case of earlier departure.





It is tourist agency's obligation to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. Tourist agency will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control (Article 1), when Article 6 is applied.




The customer is required:


- to have valid travel documents or visa when is necessary,


- to obey customs regulations and currency exchange regulations of Croatia,


- to obey house rules in accommodation units and to have good relations with the host,


- to produce the confirmation of payment (received by mail or email) upon arrival.


Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.


By confirming the reservation, the customer accepts to pay for all damages caused directly to the host.




Tourist agency is not responsible for the theft of luggage or valuables in the accommodation unit. Lost luggage or stolen goods should be reported to the host and the local police department.




Should the services provided not be satisfactory, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.


Complaint procedure:


The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify tourist agency's office. Furthermore, the guest is required to cooperate with tourist agency representatives 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, tourist agency is not required to accept any further complaints referring to this service.


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 tourist agency and cannot include services already provided.




The guest and the agency will try to resolve any disputes on the application of this Agreement by mutual agreement, otherwise they are subject to the decision of the competent Municipal Court in Pula, and the applicable law will be Croatian law.


Data collected through the reservation form are considered personal data and are subject to the protection prescribed by the applicable regulations of the Republic of Croatia. The stated data will be used only for the purpose of exercising the rights and fulfilling the obligations based on the reservation received through our website, and will not be used for other purposes. By confirming the reservation, you confirm that the information provided in the booking form is true and correct and that you are aware of the purpose of its collection and processing.

14. NOTE


Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.