General Terms and Conditions for Providing Accommodation Services
1. INTRODUCTION
Klobuk travel provides accommodation services in accordance with the General Terms and Conditions, and with the period and details of the confirmed reservation. Klobuk travel is not liable for force majeure *.
2. BOOKING AND PAYMENT
Inquiries and booking of accommodation can be done electronically, by mail or in person at the Klobuk travel office .
When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and Klobuk travel.
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, depending on the payment method, while the balance must be paid at least 15 days prior to the arrival date or directly to the host upon arrival, depending on the payment method, that the guest was informed about while confirming the reservation. Note when paying by credit card - your credit card will be charged to the amount stated in SIT/EUR.
3. SOJOURN TAX
According to the Croatian Law on the Sojourn Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The Sojourn 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 Sojourn 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. The amount of Sojourn Tax to be paid will be stated on your reservation calculation.
If a country (for example, Austria) has a law defining that Sojourn Tax must be paid on the spot, the amount of Sojourn Tax will not be stated on the calculation and the guest is required to pay the amount upon arrival.
4. PRICE OF ACCOMMODATION
The price of accommodation includes the basic service as described in the booked accommodation unit. Special services are those not included in the price of accommodation (in accommodation unit description indicated by "services upon agreement" or "additional services" available if arranged in advance); therefore the customer pays for them separately. These services must be requested at the time of booking.
The price of accommodation is given in EUR. Klobuk travel 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, Klobuk travel 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, Klobuk travel 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. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by Klobuk travel are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in Klobuk travel online offer.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. Information obtained at the point of sale does not oblige Klobuk travel in any way more than any info available on the Internet pages www.transfers-croatia.com in the Klobuk travel catalog or other printed material.
6. Klobuk travels RIGHT TO CHANGES AND CANCELLATION
Klobuk travel 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 by 15% or more than the initially booked accommodation, Klobuk travel reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, Klobuk travel 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, Klobuk travel will provide information on available accommodation that is not included in Klobuk travel's offer and guarantees the refund of the complete paid amount.
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, 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 Klobuk travel. 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 fixed confirmed PRIVATE ACCOMMODATION reservation, the date of receipt of the written cancellation is used to calculate cancellation costs as follows:
a. For cancellation up to 15 days before arrival date, 30% of the accommodation price will be charged (the advance will not be returned),
b. For cancellation from 14 - 9 days before arrival date, 50% of the accommodation price will be charged,
c. For cancellation from 8 - 2 days before arrival date, 80% of the accommodation price will be charged,
d. Should the customer cancel 1 day before arrival date, or not come, or cancel during use of the accommodation unit, 100% of the accommodation price will be charged.
For any confirmed HOTEL ACCOMMODATION, if cancelled by the guest, specific cancellation policy is applied. The date of receipt of written cancellation is considered the date of cancellation, and cancellation fees are calculated as follows:
e. For cancellation up to 30 days before arrival date, 15% of the total accommodation price will be charged
f. For cancellation from 29-22 days before arrival date, 25% of the total accommodation price will be charged
g. For cancellation from 21-15 days before arrival date, 40% of the total accommodation price will be charged
h. For cancellation from 14-8 days before arrival date, 80% of the total accommodation price will be charged
i. For cancellation made 7 or less days before arrival date, 100% of the total 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 Klobuk travel or the host, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above. Should the real costs exceed the above stated costs, Klobuk travel reserves the right to charge the difference. Should the customer find a replacement for the cancelled reservation, Klobuk travel will only charge the real costs caused by the replacement.
8. Klobuk travels OBLIGATIONS
It is Klobuk travel's obligation to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. Klobuk travel 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.
9. CUSTOMER'S OBLIGATIONS
The customer is required:
a. to have valid travel documents,
b. to obey customs regulations and currency exchange regulations of the country where the destination is located,
c. to obey house rules in accommodation units and to have good relations with the host,
d. to produce the confirmation of payment (Voucher received by mail or email) upon arrival,
e. the customer is obligated to check whether a visa is necessary for the country where the destination is located or for neighboring countries.
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.
10. LUGGAGE
Klobuk travel 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.
11. COMPLAINTS
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:
a. The guest is required to complain to the service provider about the inadequate service immediately on the arrival day and to notify Klobuk travel's office in Split by E-mail or by phone 00 385 91 335 3010. Klobuk travel is required to send the representative on the spot, while the guest is required to wait for him/her in the accommodation in question. Furthermore, the guest is required to cooperate with Klobuk travel 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, Klobuk travel is not required to accept any further complaints referring to this service (if there is an appropriate alternative in the same accommodation building, the guest is required to accept it). Klobuk travel does not accept claims related to elements that are not part of the accommodation (construction work on roads, state of the beach and buildings in the immediate vicinity,...).
b. If the problem is not rectified even after on the spot intervention by an Klobuk travel representative, the representative will put down in writing a record of the complaint in two copies, one for Klobuk travel and the other for the guest. In such cases, the guest 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 Klobuk travel by E-mail or by mail at Klobuk travel d.o.o. Katarine Zrinske 9 ,21 312 Podstrana, within 28 days upon returning from holiday. Klobuk travel will take into consideration only properly filed complaints received within 28 days.
c. If the guest does not make a complaint on the spot, he/she does not have a right to be refunded.
d. If the Republic of Croatia is not the destination country, Klobuk travel does not guarantee that it will be able to send a representative. In such cases, the guest is required to notify Klobuk travels office in Split by E-mail or by phone 00 385 91 335 3010 and to cooperate with the service provider in good faith in order to rectify the reason(s) for complaint. If the problem still remains open, the guest must send, within 28 days upon returning home from holiday, a written complaint with accompanying documents and photographs that prove the basis of the complaint to Klobuk travel by E-mail or by mail to Klobuk travel d.o.o. Katarine Zrinske 9, HR 21 312 Podstrana. Klobuk travel will take into consideration only complaints received within the period of 28 days.
e. Klobuk travel assumes responsibility to make a written decision to the complaint within 14 days upon receipt of the complaint. Should <klobuk travel need more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 14 days. Klobuk travel will take into consideration only those complaints that could not be solved on the spot.
f. Until Klobuk travel presents its 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.
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 Klobuk travel and cannot include services already provided. With this the guest's right to an ideal compensation of damages has been excluded.
Klobuk travel cannot be responsible for the weather conditions, the cleanliness and temperature of the sea of destinations visited as well as all other similar situations and events not directly related to the quality of the reserved accommodation unit that can result in the dissatisfaction of the guest.
2. COURT JURISDICTION
Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Split Court jurisdiction).
14. NOTE
Discounts from simultaneous promotions may not be combined. Additional discounts for last-minute offers do not apply.
Zagreb, 18.11. 2006
