1. GENERAL TERMS
These General Terms and Conditions (GTC) are an integral part of the contract (which is manifested through the electronic order of the reservation, the electronic confirmation of the reservation and the advance payment) between the Tourist Agency Adria Villas (company Adria Villas d.o.o.) -from here on referred to as Adria Villas, and the guest applying for a certain accommodation. The agent Adria Villas ensures the services in compliance with the published information, description, vacation dates and the confirmed reservation except in the case of exceptional circumstances (war, riots, strikes, embargo, terrorist actions, sanitary or hygienic disturbances, interventions of authorities, death or illness of the host and similar circumstances). The agent Adria Villas ensures to safeguard all personal data of the guest in compliance with the European Personal Data Protection Act and to use and keep them solely for the needs of the reservation process and informing the guest and will in no case subject the personal data to sale, transfer or third party examination.
2. OBLIGATIONS OF THE AGENT AND THE GUEST
The agent Adria Villas is required to offer services on the Internet page and to attend to the rights of the guest in accordance with approved commercial usage. The guest is obliged to provide valid travel documents and to keep to the house rules at the accommodation. Upon arrival, the guest is obliged to hand the voucher (proof of full payment for the service) and travel documents of all the guests in a particular accommodation to the host, so they can execute the statutory registration of travelers at the competent local tourist organization. The agent shall send the guest the required travel documents (voucher and guidelines on how to find their accommodation) via e-mail or via post no later than 8 days before departure if the full payment for the service has been made. The guest is obliged to verify whether they might need a visa to access the country of their accommodation. In case of non-compliance with the obligations, the guest carries all costs and is responsible for any damage that may result.
3. RESERVATIONS AND PAYMENTS
Inquiries, questions and reservations pertaining to accommodations and other services are done via e-mail or phone. After receiving a positive answer and a pro forma invoice from the agent via e-mail, the reservation is completed with the guest’s confirmation via e-mail or phone and a 30 % advance payment specified on the invoice within 3 working days or as specified on the invoice.
The remaining 70% of the price must be paid upon arrival in the villa or apartment or can be paid at least 21 days before arrival if this is stated in the offer. In case the advance payment specified on the invoice is not executed in due time, the service is regarded as not have been ordered. After the reservation confirmation, the guest is required to provide all the necessary data (usually name, surname and date of birth of all the travelers with the phone number and e-mail address of the reservation holder). If there are more people accommodating one unit than specified on the voucher, the person renting the unit (host) has the right to dismiss the unannounced guests. By completing the reservation (executing the 30 % advance payment) the guest confirms that they are acquainted with the general requirements and are in complete accordance with them.
Adria Villas uses WSPay for online payments.
WSPay is a secure online payment system, payments are made in real time with credit and debit cards and other payment methods. WSPay provides the buyer and merchant with a secure entry and transfer of the entered card data, which is confirmed by the PCI DSS certificate held by WSPay. WSPay uses 256-bit encrypted SSL certificate and cryptographic protocol TLS 1.2 as the highest level of data protection in data entry and transmission.
4. ACCOMMODATION RATES
The price includes the basic service (holiday home rental, trip organization, etc.) as it is described on the internet page. Hygienic basics (toilet paper, soap...) are available at the accommodation unit for the first couple of days; afterwards the guest should provide their own. Additional payment is to be made for extra services which can be ordered upon reservation or later if they are still available.
Accommodation rates are published in Euro currency. The agent Adria Villas has the right to alter the published rates (in case of rate change from the service provider or in case of currency alteration), however, the agent must ensure the accommodation or service rate specified on the invoice when the advanced payment was made. If the rate is altered before the advanced payment is made, Adria Villas is required to let the guest know about the altered rate. For certain villas or apartments, a special surcharge for final cleaning is required, which will be specifically indicated in the offer and calculation for renting a villa or apartment. The deposit payment is needed to secure the reservation of the vacation period. The interest rates on the deposit payment in accordance with the 41. Article Consumer Protection Act of RS are already included in the offer for the individualized offer for vacation rental.
5. THE AGENT'S RIGHT TO ALTERATION AND CANCELLATION
The agent Adria Villas reserves the right to alter a reservation in case of unforeseeable exceptional circumstances which could not be avoided or stopped (refer to item 1). The booked accommodation may only be altered with preliminary notification of the guest by organizing accommodation in a unit of the same or higher standard for the rate the guest received with the primary reservation. In case the alternative accommodation is possible only at a higher-standard accommodation and the rate of the paid reservation is 15 % higher (or more), the agent reserves the right for payment of the price difference with consultation with the guest.
In case alternative accommodation is impossible, the agent reserves the right to cancel the reservation and immediately notify the guest of the situation with a full refund of the paid sum. The same conditions apply in case such a situation occurs upon arrival of the guest and does not agree with the offered compensation and alternative accommodation respectively. The agent will commensurate with good business customs to provide the guest with information on additional services which are not in the standard Adria Villas offer in order to ease the altered situation.
6. THE GUEST’S RIGHT TO ALTERATION AND CANCELLATION
In case the guest wants to change or cancel the reservation which was made on behalf of his request, they must do this in written form (via e-mail, post or fax machine). When changing the reservation, a different number of persons or date change falls under the term reservation change and the agent must be notified of this 31 days at the latest before the service is carried out. In case the reservation change is not possible and the guest cancels the existing confirmed reservation, the below conditions for reservation cancellation are taken into account. In the event of cancellation, the following cancellation conditions will apply: A deposit of 30% is not refunded under any conditions, unless agreed with Adria Villas. The final payment of 70% can be paid on arrival directly to the owner or can be sent at least 21 days before arrival if you want to pay before the trip, but some objects can be subject to different payment policy, which will be stated in the particular offer.
7. LUGGAGE AND PERSONAL BELONGINGS
The agent Adria Villas is not responsible for damaged, destroyed or lost luggage as well as stolen luggage or other goods located at the accommodation unit or any other service provider. We recommend safe rental, if this option exists. Lost luggage or theft can be reported to the owner of the accommodation unit or any other service provider as well as at the police station.
8. TOURIST TAX
Tourist tax is governed by the Croatian tourist tax law amounting between 2 and 7 Kuna (or between 0.3 € and 1 €) for an adult per day. Teenagers between 12 and 18 years of age have a 50 % discount while children under 12 years of age do not need to pay tourist tax. The final value id the tourist tax for the reservation depends on the location and season in Croatia and the guest settles it together with the advance payment received from the agent for accommodation unit rental. The guest has no other expenses upon arrival regarding the tourist tax.
9. SECURITY DEPOSIT UPON ARRIVAL AT THE VILLA
A security deposit is not required when renting a villa or apartment. In the event that the guest has damaged a particular inventory, left the villa in a state of disrepair or left the villa in time (as specified in the Voucher), the host may ask the guest to repay all the damage caused. The guest is obliged to settle the damage on the spot to the host person in person if he does not fulfill the expected obligations of the guest in this article in person.
10. RESPONSIBILITIES OF THE GUEST
The guest uses accommodation and other services at their own responsibility. The agent carries no responsibility if the guest or their anything belonging to them is damaged or if the guest causes any damage at the accommodation unit. The agent also carries no responsibility for inconvenience caused by power failure, gas supply cut-off, inactive sewage system, water supply and similar consequences of force majeure. Neither the agent nor the owner can be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond their control. In the event that a source of noise has been in existence prior to guest's arrival and agent is informed of this, the agent will contact the guest to inform him of the disturbance. Agent cannot accept responsibility for events out of our control e.g. bad weather including events arising as a result of very hot or unusual weather, delays caused by carrier companies, breakdown of domestic equipment. In units with a pool, the pool is used at the guest’s own responsibility and the guest claims full responsibility for their under aged children. The pool at the accommodation units are not enclosed, do not have a lifeguard and tend to be deeper at some parts. The agent also claims no responsibility by the guest’s usage of the unit’s potential beach. The guest is notified that the beaches do not have lifeguards and is therefore fully responsible for their under aged children close to the sea or in it. With a confirmed and executed reservation the guest expresses consent to cover full costs of any damage done directly to the owner on the premises. Any complaints from the neighbors or the local authorities regarding excessive noise or disturbance during the night hours are a foundation for the owner’s demand for the guest to leave the premises without any refund.
11. COMPLAINT SETTLEMENT
In case the services lacked in quality and were not carried out as described on the Internet page, the guest must inform the owner of this immediately and by this give them a chance to eliminate any irregularities. In case the guest cannot find the owner or is not satisfied with the proposed solution, the guest must immediately notify the agent or they cannot claim any kind of refund. The guest must immediately describe the unsuitable service to the agent via e-mail at firstname.lastname@example.org or call the following number + 386 31 348 339 written on the voucher.
The guest is obliged to cooperate with the agent to fasten the removal of the unsuitable service as quickly as possible. If the guest does not accept the proposed solution equaling the paid service, the agent is not obliged to consider any further complaints by the guest. If the problem is not solved despite the efforts of the agent, the service provider and the guest, the guest must send in a written complaint to the Adria Villas via e-mail to email@example.com no later than 30 day after returning from the holiday together with a written confirmation from the owner that the complaint was unsuccessfully handled and with additional photo material to substantiate the claim. The agent will immediately consider the fully documented complaint where the cause of the complaint was not solved during the vacation and had arrived within 30 days of the day of departure and send a reply within 14 days as stated by the Slovene statutory term. The highest compensation on the grounds of the contract is limited to the amount of the service provided and can as such only be the amount for the part of the service complained about and cannot include the service already used or the complete amount. This also excludes the right of the guest to receive a full refund.
12. CONSENSUAL PROBLEM SOLVING
The guest and the agent shall handle all issues by common accord and cooperate according to approved commercial usage and according to the principle of good faith and integrity. In case of unsolvable situations the District Court of Celje is competent for any disputes.