GENERAL TERMS OF ACCOMMODATION SERVICES
1. OFFER CONTENT (DESCRIPTION AND CATEGORIZATION)
Accommodation units from ADRIA LUXURY TRAVEL Ltd.'s (further referred to as ALT agency, or ALT) program offer are published on the www.adrialuxurytravel.com web page, and are described according to the official categorization of authorized tourist institution in the moment of issuing the working license, and after inspecting the actual conditions of the accommodation unit, carried out by ALT agency representatives.
ALT guarantees the authenticity of pictures and information from its own offer, as well as for the conditions under which certain services are offered.
The standards of accommodations, meals, services etc. in certain locations and countries are variable and are not commensurable. The information which travellers receive at other selling locations will not oblige ALT more than the information published on our website.
ALT is obliged to provide the Client with every chosen service from its own program according to data and terms published on the official web pages, and in line with the description and the time period of the confirmed reservation, except in the case of illness, bad sea/weather conditions, force majeure (natural disasters, war, strike, etc.) or a sudden death in the family.
2. INQUIRIES AND RESERVATIONS
Inquiries for all services from ALT's list of offers are to be submitted in electronic form, on the template available at www.adrialuxurytravel.com, in the ALT agency office, or in ALT authorized representatives' offices.
While completing the inquiry, the Client is obliged to fill in the form with all of the required information, i.e. during application in our office or our representatives' offices, to show all required documents necessary to carry out the prescribed procedure. ALT does not take responsibility for authenticity of information provided by the Client during application.
Before the submission of the inquiry form, the Client must confirm that s/he is familiar with and agrees to the current general terms of provision of services. In this way, all statements written in the general terms agreement become obligatory for the guest, as well as for the ALT agency.
In order to confirm the reservation, the Client is obliged to pay, in advance, a designated amount, according to the given percentage of the overall price of the service. The remaining amount must be paid 21 days prior to the start of the service, at the latest.
By payment of the reservation, the Client confirms that s/he is fully aware of all characteristics and terms under which certain accommodation units or services are offered.
If the Client wishes to make a reservation of a certain service from the ALT offer program, within 30 days from the day s/he has sent an inquiry, s/he is required to pay the total amount.
4. TOURIST (Sojourn) TAX
Tourist tax is required by law by the Republic of Croatia, and is priced at 7,00KN (€1,00) for adults per day. Children between the ages of 12 and 18 have a 50% discount, while children less than 12 years old are exempt from the tax. The price of tourist tax is included in the overall price and is paid for together with the accommodation payment.
5. SERVICE COSTS
The cost of the accommodation includes basic services and utilities, as described by each accommodation unit.
Additional accommodation services are those which are possible but not included in the cost of basic service, and thus are additionally charged. Additional services should be requested during the reservation process and are separately displayed in the final invoice.
Optional services are those provided by the ALT agency that are not connected with the accommodation units.
The costs of all services from the ALT program offer are declared in Euros.
ALT keeps the right of cost modification due to an alternation to the exchange rate. If the exchange rate alternation takes place before the confirmation of the reservation (advanced payment), ALT will inform the guest about cost modification. Should the reservation already be confirmed, ALT guarantees fixed costs. Concerning stays up to three nights, the declared accommodation unit costs are increased by 0-30%.
Should a guest, who is staying in a certain accommodation unit shorter than three nights, be interested in extending their stay, in the same unit (should said unit be available), s/he is obliged to make an additional payment before the continuation of the service. In such case, the guest is entitled to special discounts, and thus it is in the best interest of the Client to contact ALT directly.
If there are several discounts available for certain service, the one most beneficial to the Client will apply.
6. TRAVEL INSURANCE
ALT offers the possibility of accepting travel insurance which contains:
- Health insurance of travellers during their stay in Croatia
- Accident insurance
- Travel cancellation insurance
- Baggage insurance
If the guest accepts the travel insurance, s/he is obliged to indicate so during the reservation process. S/he will be introduced to the costs of insurance company services and the ALT agency procurement fees. By accepting these General Terms and Conditions the Client confirms that insurance was offered to them.
7. ALT AGENCY'S RIGHT TO CHANGES AND TERMINATION
ALT keeps the right to change, reschedule or terminate the reserved service in case of circumstances that cannot be predicted, avoided or eliminated (natural disaster, bad sea/weather conditions, war, strike, terrorism, state riots, sanitary disorder, government intervention, etc.).
The change of reserved accommodation is possible only if the Client agrees and the accommodation is of the same or higher category and quality, and at the price confirmed during the reservation. If the alternative accommodation is possible, only in object of higher category and by the price up to 10% higher than original one, ALT keeps the right of charging the remaining amount upon consultation with the Client.
Should ALT be unable to offer an alternative, and the guest is not compliant with a price increase of over 10%, ALT keeps the right to cancel the reservation, with prior notice to the Client at least seven days before the start of the service, in which case the agency guarantees a full refund.
8. CLIENT'S RIGHT TO CHANGES AND TERMINATION
If the Client wishes to change or terminate the reservation after the advanced payment, s/he has must do so in written form (whether e-mail, regular mail, or fax). A change is considered as any alternation in number of persons, the date of the beginning and/or end of the service, etc., and must done at least 30 days prior to the start of the service. Any changes made within 30 days or upon start of the reservation will be considered as a termination of the reservation. The first change will be free, if possible. Additional changes will be charged €15 per change.
In the event that the reservation change is not possible, and the Client thus cancels the confirmed reservation due to this reason, the conditions mentioned below will apply.
The calculation of the expenses due to termination will be made on the basis of the date when the written termination notice is received, and will include:
- For terminations at any point of time prior to the start of the reserved service, ALT charges 20% of the overall cost of the service. The remaining amount will be returned to the Client at their own expense
- For terminations up to 22 days prior to the start of the reserved service, ALT charges 30% of the overall cost of the service. The remaining amount will be returned to the Client at their own expense
- For terminations 15 to 21 days prior to the start of the reserved service, ALT charges 45% of the overall cost of the service. The remaining amount will be returned to the Client at their own expense
- For terminations 8 to 14 days prior to the start of the reserved service, ALT charges 60% of the overall cost of the service. The remaining amount will be returned to the Client at their own expense
- For terminations 2 to 7 days prior to the start of the reserved service, ALT charges 75% of the overall cost of the service. The remaining amount will be returned to the Client at their own expense
- For terminations one day prior to or on the same day as the start of the reserved service, or if the guest does not use the reservation, ALT charges 100% of the overall cost of the service
If the reservation is cancelled due to illness, bad sea/weather conditions, force majeure (natural disasters, war, strike, etc.) or a sudden death in the family, ALT guarantees a full refund if the service cannot be rescheduled. If the Client is unable or refuses to reschedule the service, the agency keeps the discretional right to calculate termination expenses according to the presented evidence.
9. ALT AGENCY OBLIGATIONS
Obligations of the ALT agency include the careful selection of the choice of service providers, as well as managing the services in line with good economic practice, and protection of rights and interests of our Clients according to good tourist practices. ALT carries out all obligations in their entirety and as they are described, with the exception of certain circumstances (point 1).
10. GUEST OBLIGATIONS
Guest is obliged to:
- Have valid travel documents
- Respect customs and currency regulations of the Republic of Croatia as well as of the states s/he is visiting
- Arrive to the accommodation unit only after 14:00 and leave by 10:00 at the latest
- Inform the service provider or agency about eventual delay. In such case we urge you, to send updated information from 08 until 20h
- Give the payment receipt to the service provider (reference/voucher received by mail or e-mail after payment of reservation/service/s) as well as pay the remaining balance of the service (if applicable)
- Behave according to house rules of the accommodation and in cooperate with service providers in good faith
- Examine the property and acknowledge that it is in good condition, and inform the service provider of any maintenance problems at once
- Keep the premises in a clean and sanitary condition
- Pay for repairs caused deliberately, or by negligence or accident before the day of departure
- Hold the service provider harmless from any and all claims for damages occurring on the premises and to be solely responsible for insuring his/her own possessions on the premises
- Allow the service provider access to the premises at any time for the purpose of repair and/or inspection
- Abide by the no pet rule (if applicable), otherwise face consequences such as termination of reservation agreement, additional charges, etc., declared by the service provider
- Determine whether visa is required
All possible expenses occurred as a result of non-compliance with aforesaid obligations, the Client defrays to the agency and is responsible for the claim done.
11. COMMON COURTESY OF GUESTS
The maximum occupancy is not to be exceeded, including both guests staying in the accommodation and those visiting. Should the limit be exceeded, the Service Provider has the right to remove additional guests.
The Client must be mindful and respectful of others, especially in the case of apartment rentals. The Client must adhere to laws and common courtesy such as noise levels, etc., and be mindful not to disturb others.
Contents in the accommodation should be found in the same location and condition upon departure as arrival. Rearrangement of larger items and/or removal of any contents is unacceptable.
ALT is not responsible for lost, ruined, damaged or stolen luggage during travel or at the accommodation (travel insurance which includes luggage insurance is recommended, as well as renting a safe in case of positions of greater value, if there is such a possibility). Lost or stolen luggage is to be reported to the service provider and authorized police station.
13. GUEST EVALUATION AND COMMENTS ON SERVICES PROVIDED
With the aim of service enhancement and communication improvement between the Client and the ALT agency, ALT has inducted a special questionnaire for impressions which can be filled in after the service has ended. Questions regarding quality of service provided by the ALT agency and service provider are included. By filling it in, the guest has agreed and has entitled the ALT agency to publish questionnaires on an official website, along with object presentation, no matter the content. In this way, guests can have more realistic insight of services or accommodation units.
14. DEALING WITH RECLAMATIONS
Every voucher bearer has the right of reclamation due to unperformed service. If the bought services are completely or partially unperformed, the guest may ask for compensation by written complaint. Every guest/voucher bearer must submit the complaint separately.
If the guest is unsatisfied with the product or service from the ALT program offer, the guest is obliged to inform the ALT agency and indicate the reason of dissatisfaction at the telephone number (+385) 20 700 700. ALT will try to uncover the reasons of dissatisfaction verbally. If the solution cannot be found in this manner, ALT is obliged to send a representative to the location of reclamation in a prompt manner.
Complainant is obliged to wait for a representative of the ALT agency at the certain location in agreed time. In the event that it is not possible to contact the ALT agency, the guest is obliged to make a reclamation to the service provider. All parties involved in the reclamation are strictly forbidden to remove the causes of dissatisfaction or make changes with the aim of alleviation. Both the guest and the service provider are obliged to cooperate with the ALT agency representative in good faith in order to remove the causes of reclamation.
Upon arrival to the location, the ALT agency representative will check all the entries of the reclamation by the inspection of de facto situation. If the problems cannot be solved agreeably, the determined situation will be described by the ALT representative in the "Minute about reclamation check" (further referred to as the "Minute"). The Minute will contain photographs of the determined situation.
As a sign of acceptation, the Minute will be signed by the ALT agency representative, as well as the service provider.
Should the determined situation match the complaints, the reclamation is considered justified.
If justified causes of dissatisfaction can not be removed, ALT is obliged to offer an appropriate alternative to the guest. ALT must not offer service of lesser value than the claimed service as an alternative. Should the Client refuses to accept the offered solution at the given location, the ALT agency is not obliged to accept later complaints; respectively, if there is an appropriate alternative, the Client is obliged to accept it. If the causes of complaint are justified, the solution of reclamation will be considered, if the causes are removed.
If an acceptable solution cannot be found the Client keeps the right to cancel the reservation, without the accrued cancellation costs, only after the Minute is written.
If the complainant is unjustified and the guest departs from the place of service, s/he loses the right of later complaint and refund.
In the case of justified reasons of dissatisfaction not being removed, 14 days upon returning from vacation, at latest, the Client is obliged to send an additional complaint, by mail, to ALT d.o.o – Svetog Križa 10B, 20 000 Dubrovnik, Croatia.
ALT is obliged to issue a written decision to the additional complaint within 14 days after receiving the complaint. The decision can be delayed for an additional 14 days, at most, only in the event that additional information and checks are required. ALT is obliged to inform the Client, in writing, about the time extension.
ALT deals only with complaints whose cause could not be removed at the place of service.
The guest will relinquish the agent, and arbitrage of the court, as well as the right to release public information until the agency has made a decision.
ALT can determine whether an additional complaint is justified or not depending on the circumstances and facts from the Minute, as well as on the basis of proofs (photographs, video, etc.).
If the complainant is found unjustified, all eventual costs caused by reclamation will be billed to the Client.
The highest fee can be equal to the part of the service, on which the reclamation is made, and may not include services already used or the overall cost. With this, the Client's right to return of ideal claim is excluded.
ALT is not responsible for the contents that are not included in the reservation (the object state nearby, noise, street construction, etc.), or for weather conditions, the purity and temperature of the sea or similar factors which may cause dissatisfaction.
15. THE COURT JURISDICTION
If the Client is not satisfied with the decision made about the complaint, s/he may complain to the arbitrage of CTAA or the court. In the case of a law suit, the commercial court in Dubrovnik has jurisdiction. The law of the Republic of Croatia applies.
ADRIA LUXURY TRAVEL d.o.o.
Svetog Križa 10 b, 20000 Dubrovnik
Hrvatska - Croatia