The Agency provides services according to the published data, valid in the period when the reservation confirmation occurred, except in cases of unpredicted situatuons, illness or death of the host or his family members; extraordinary circumstances which cannot be predicted or eliminated, such as: natural disasters (earthquakes, floods, fires, droughts, etc), wars, strikes, terrorist acts and restrictions issued by the state (mobilization, ban on leaving the country, etc).
By making the reservation for one or more accommodation units or services from the Agency's program, the Guest enters a legal relationship with the Agency and confirms to accept the General Terms And Conditions (in the text: Terms and Conditions). These are the basis for resolving any possible disputes between the Guest and the Agency. The Guest is advised to carefully read Terms and Conditions before the advance payment of deposit amount or full service amount.
During the online application process, the Guest has to provide all the necessary information required in the reservation form. The same has to be done when making a reservation directly at the Agency's office or at any other partner agencies that sell the services of the Agency.
If you are unable to find an accommodation unit that best suits your needs, feel free to contact the staff of the Agency for assistance. Inquires are made via e-mail (firstname.lastname@example.org) or via telephone contact: 00 385 98 171 41 09 and
The Guest can also contact the Agency via phone and the Agency staff will provide him/her with all the necessary assistance and information. However, all the requests and reservation details have to be sent via e-mail.
Following the Guest's requests, the Agency sends all the reservation details in the form of an offer via e-mail.
By confirming the reservation, the Guest also confirms to fully understand and accept the Terms and Conditions that are binding for both the Guest and the Agency.
For all reservation payments made within Croatian territory, the deposit amount should be paid in Croatian currency according to the middle exchange rate of the HNB (Croatian National Bank) on the following bank account:
The exchange rate is based on the middle rate of the Croatian National Bank valid on the date of payment.
For all reservation payments made abroad, the deposit amount should be paid in euros on the following bank account:
All banking expenses, as well as any other additional costs concerning the payment procedure are the obligation of the Guest.
The Guest is required to pay the rest of the total amount according to the Terms and Conditions for each of the accommodation units, which will be indicated in the Agency's offer. The types of payment can be:
- The Guest pays the rest of the total amount within the defined payment period, stated in the Agency's offer
The rest of the total amount is paid on the same account; the one used for the deposit payment.
All banking expenses, as well as any other additional costs concerning the payment procedure are the obligation of the Guest.
For all the reservations where only the deposit payment was made, but the rest of the amount of the total price was not paid within the agreed deadlines, the Agency has the right to cancel the guest's reservation. The Agency uses the deposit payment as the cancellation fee and to cover the eventual costs.
In case that the number of people who come to the accommodation unit exceeds the number of people indicated on the voucher, the service provider has the right to refuse providing the service to the unannounced guests or is able to accommodate all the guests and immediately charge the sudden services.
According to the Croatian law on the tourist tax, the price of the tourist tax ranges from 2.00 to 7.00 kunas per adult person/day, depending on the destination and the time of booking. Teenagers aged 12-18 years (not including the ones who are already 18) are entitled to a 50% discount, while children younger than 12 are excluded from paying.a
The tourist tax may be included in the price or paid separately, which is specified in the offer. All the information about the tourist tax is clearly stated in the reservation voucher.
Additional services are the ones provided in the accommodation facility and are not included in the rental price (such as food service, use of the washing machine, boat rentals, etc.). The Guest pays for them additionally and only if using them. If the Agency possesses the price list of these services, it will be displayed on the website. If the Agency is not in the possession of these prices, they are then agreed to directly with the service provider. Most of the additional services have to be paid directly to the service provider, but some of them can even be paid upon the booking confirmation.
Although most of the services are optional, there are also some mandatory services (e.g. final cleaning of the accommodation, guest registration, special transportation to the accommodation facility in some cases, etc.).
The availability of the accommodation may depend on additional services (such as keeping pets, the use of additional beds, etc.), and since these may not always be available (e.g. boat rental, Internet usage, etc.), the Guest is obligated to state all of the preferred additional services when making the reservation.
In some cases, the Guest will have to pay a cash deposit directly to the service provider upon the arrival to the accommodation unit. This deposit is a guarantee that the Guest will not cause any damage to the accommodation unit or its contents. On the departure day, the entire deposit amount will be refunded to the Guest if there was no damage. The deposit for damage is indicated on the website of the Agency for each of the accommodation units. On the day of arrival, the Guest leaves the damage deposit to the service provider, the service provider representative or to the representative of the Agency. The Guest will be refunded the entire damage deposit amount on the day of departure or the authorization of his credit card will be cancelled, but only after the provider of the services previously determines that the Guest left the rented accommodation unit in the state in which it was taken. In case that the damage deposit is not enough to cover the damage expenses, the Guest is obligated to pay the full damage amount.
The Guest will be informed about all the mandatory payments, the exact prices for the compulsory services and possible cash deposits, as well as the payment methods, when receiving the pre-invoice.
The Agency holds the right to change the prices on its website in case that the service provider changes the prices of the accommodation unit and/or of the additional services. If the price of a certain accommodation unit changes after the Guest has applied for it and before the deposit payment, the Agency will immediately inform the Guest about the change and send a new calculation if agreed.
The contracting parties agree that the Agency has the right to increase the prices before the beginning of the accommodation service in case that the exchange rate currency has increased by more than 5 %, or in case other expenses have increased, which affect the total price and of which the Agency did not know about and could not have known about. The Guest reserves the right to cancel the reservation if the increase of the agreed price is higher than 10 %. In this case, the Guest can claim a refund of the amount paid until that point, but is not entitled to any additional compensation. The refund will be paid to the Guest's bank account, and all the eventual bank charges will be covered by the agency.
8. Categorization and description of services
Note on data display
2. Numerical values
3. Types of accommodation units
4. Service (equipment) notes
provide all the information indispensable for the reservation definition;
possess valid travel documents;
respect the customs and currency regulations of the destination country;
obey the customs, currency regulations and laws of the Republic of Croatia, as well as those of the transit countries during the journey. In case of the impossibility of arriving at the destination, because of violating these regulations, all costs have to be covered by the offender/the Guest;
obey the house rules in the accommodation units and kindly cooperate with the service providers;
present the voucher (where the correct number of people and service types are stated) to the service provider at the moment of arrival to the accommodation facility;
always check whether the destination country or any of the neighboring countries require a visa.
The guest is solicited to take good care of the accommodation unit and its property in an appropriate way and respect the terms and conditions of the accommodation unit. The guest is requested to leave the accommodation unit neat and tidy upon check-out; in case of contravention, a certain amount (50 - 200 euros, depends on the accommodation unit) will be charged from the damage deposit for an additional cleaning service.
11. Guest's right to change and cancel the reservation
a. In case the Guest wants to change or cancel the reservation, it always has to be done in writing (via e-mail or fax). The changes may include: the number of people, names of guests, and/or another date of the holiday beginning or ending (needs to be reported at least 90 days before arrival). The first reservation change is done without any additional charge, if possible. Each subsequent change will be charged in the amount of 15 euros/change. In case that the reservation change is not possible, and the Guest gives up on the already confirmed reservation, the terms listed below are applied.
b. The date when the written cancellation notification is received by the Agency represents the basis for the calculation of all the cancellation charges. In case the written cancellation was not received within the working hours of the Agency, the cancellation date is considered to be the next working day:
- If the Guest cancels the reservation in the period of 24 hours after the booking confirmation the total amount of the payment will be refunded to the Guest.
- If the Guest cancels the reservation in period after the free cancelation time of 24 hours up to before paying the rest to the total reservation amount, the Guest is not obligated to pay remaining amount of the total price.
- If the Guest cancels the reservation after paying the rest of the total price, the money of all the deposit payments will not be refunded.
Any of the paid deposits, as well as the one which confirms the agreed reservation, are not refundable. The rest of the full reservation price should be paid upon the offer which the Guest received by the Agency. In case of a late payment, the Agency reserves the right to cancel the reservation.
In case the Guest has to cancel the reservation within the 7 days before the agreed arrival, he/she is allowed to find a new Guest for the same reservation period, if possible (this also always depends on the service provider). In this situation, the Agency will charge only the costs incurred because of the reservation changes, i.e. the change of the actual Guest. The new Guest accepts all the obligations written within these Terms and Conditions.
If the Guest does not check in until midnight on the starting date of the holiday, and does not inform the Agency or the service provider about it, the reservation will be cancelled and the cancellation costs will be calculated as described above. If the actual costs exceed the above listed ones, the Agency holds the right to charge the actual costs.
In case the Guest is unable to check in on the previously agreed day, and has informed the Agency and/or service provider about it, the accommodation unit is still kept for the Guest, based on the agreement.
The Agency does not compensate for the cost of the passports or visas of the Guest, related to the cancellation of the Guest’s reservation.
The Agency is not responsible for damaged, destroyed, lost and stolen luggage or valuables in the accommodation unit (renting a safety deposit box is always recommendable, if available, or paying the insurance that includes the lost or stolen luggage problems). The lost or stolen luggage should be reported to the host and to the local police station.
15. Agency's right to make changes and cancellations
During the problem solving period, which can last up to 36 days at the most after sending the complaint, the Guest cannot involve any other party, the UHPA arbitration or other institutions, as well as providing any information to the media. Also, during this period, the Guest agrees not to sue the Agency or the service provider. The maximum compensation amount can reach the total price of the inadequate service, and cannot include already provided services or the total amount of the reservation. This excludes the right of the Guest for ideal damage compensation.
The Agency cannot be held responsible for eventual weather conditions, sea temperature at the destinations and all other similar situations or events that can cause the Guest's dissatisfaction, and are not directly related to the quality of the accommodation units (e.g. bad weather, badly maintained beaches, large crowds, stealing or property damage, etc.).
If the Guest made a "last minute booking" (making a reservation at the last moment), then he/she accepts all the risks of that kind of holiday. These reservations include the uncertainty of facts, which the Agency cannot affect, as the Guest made this reservation primarily based on the lower price and therefore has no right to complain about the organized reservation.
By confirming the reservation and paying the deposit or the total amount, the Guest accepts all of the above listed Terms and Conditions. These Terms and Conditions exclude all previous travel terms and conditions.
18. Cooperation with subagents
All subagents are required to thoroughly review the proposed tourist offer and it is their own responsibility to make the final decision of what to offer the client and what is the best offer for the client’s request.
In the case of a complaint by a client for the deficiencies of transferred information about the tourist offer, liability and damage lies solely on the subagent, who is bound to transfer all accurate and reliable information that is relevant to the request of the client.