GENERAL TERMS AND CONDITIONS FOR OFFERING ACCOMMODATION SERVICES
1. General Terms
The general conditions for offering services for accommodation are part of the contract between
the Tourist agency Volosko, as a travel agency and the guest who accepts the offered arrangement for the accommodation. Everything that is listed in the general conditions represents a legal commitment for the guests, as well as for Tourist agency Volosko. The general travel conditions are published on the Internet pages of Tourist agency Volosko.
Tourist agency Volosko commits itself to undertake all precautions to offer true information to its users. All the information, data, and pictures that are related to the capacity of accommodations, Tourist agency Volosko collected from the provider of the service. Even though all information is controlled by employees of the Tourist agency Volosko, agency does not take responsibility for any mistakes, negligence, and delays in updating any part of the website.
2. Category and description of the service
The accommodation units are described according to the official evaluation given by the local tourist organization during the issue of the working license.
The standards of accommodation, nutrition, service and others, of places and countries are different and cannot be compared. Tourist agency Volosko offers those services listed on its Internet web page, catalogue and other printed material of the Tourist agency Volosko which is not necessarily equal to those services offered by other selling points.
If the guest did not make a special request for a room/apartment, he will accept the given reservation in the accommodation desired, listed in the brochure and price list. If possible, Tourist agency Volosko will try to meet additional requests of the guest for the accommodation (comfort, room view, ground floor or upper floor), but cannot guarantee to fulfil all additional requests.
3. Contents and prices of accommodation
Payment currency is kuna. Prices in Euros are only for information and they are subject to currency fluctuation.
All service prices are listed for each accommodation unit, and include those services linked to the specific reservation for the unit desired.
Additional services are services that are offered by the accommodation unit, but since they are not included in the price, the traveller pays for them separately. Additional services have to be asked for during the registration process. Those services are paid for additionally, according to the price given by the accommodation facility, and they will appear on the final bill.
The prices of the accommodation units are given in Euro, so the calculation in Kuna is according to the exchange rate of the Croatian National Bank, on the day on which the account is carried out.
Tourist agency Volosko has the right of changing the given prices if the accommodation facility changes the prices of the accommodation. The Tourist agency Volosko guarantees that the prices of the accommodation will not be changed for the guests who paid their reservation in advance.
4. Booking of reservations
All reservations are done electronically by filling in the form that is available on Tourist agency Volosko website. When making the reservation, guests have to provide correct data, which is requested on the form. Tourist agency Volosko is not responsible for the exactness of the data that is given by the traveller during registration. In case of incorrect data, Tourist agency Volosko holds the right to change the prices and to claim the price difference on the spot.
5. Reservations and payments
Inquiries and reservations of accommodation are received electronically and by telephone, in written or personally in agency office. With the payment of the reservation traveller confirms he has studied and understands „General terms and conditions for accommodation services offer" and accepts it in full. With payment of the reservation, the agreement becomes a legal obligation to the guest as well as to Tourist agency Volosko.
Tourist agency Volosko gives the guest all relevant information about the reserved accommodation unit, and gives or refers the guest to general conditions which are a constitutional part of this contract. During the reservation the guest is responsible for giving all necessary data for the reservation procedure.
With the payment the reservation becomes valid, any other confirmation given in written or orally is not valid as a reservation. For the reservation of service the guest is required to pay 30% of the full amount to make the reservation valid, and the administrative charges of the reservation. The rest of the amount has to be paid directly to the owner of the accommodation unit on the day of the arrival. For stays under 4 nights, the whole amount must be paid in advance.
Payment is possible by bank transfer to the bank account of the Tourist agency Volosko. After receiving the advance for the chosen accommodation unit, the guest will be sent a voucher as confirmation. The voucher serves as a proof that the reservation of the accommodation unit has been carried out. The guest has the obligation to give the voucher upon arrival to the unit. If more people wish to be added to the accommodation than those listed on the voucher, the accommodation facility has the right to refuse the accommodation to the guests that are not registered, unless they agree to pay all the additional charges that may apply. Pets are allowed only upon prior notice and in the amount stated in the voucher.
With the payment of the reservation the guest confirms that he understands all the conditions that may apply to the specific accommodation unit. With payment of the reservation the guest confirms that he accepts the general conditions of the offered accommodation service.
With payment of the reservation, the agreement becomes a legal obligation to the guest as well as to the Tourist agency Volosko.
6. The agency's right to changes and cancellations
Tourist agency Volosko commits itself to assure to the guest the accommodation in the reserved period, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, bad weather, intervention of the authorities etc.)
Tourist agency Volosko can offer changes to the reserved accommodation or cancel the accommodation completely or partly, if before or during the time of the stay special circumstances appear that can not be avoided or declined. However, if they appear during the time of the agreement, Tourist agency Volosko is not obligated to accept the reservation of the unit in question.
If the guest books a service that Tourist agency Volosko cannot provide (due to a mistake in the offer), the guest will be offered an alternative.
If the Tourist agency Volosko has the possibility to offer the guest an alternative, a change of the reserved accommodation can be carried out only with the permission of the guest. The alternative must be of the same, or higher, quality than the one reserved initially. If the guest accepts the alternative, and it is more expensive than the initial offer, the guest is obligated to pay the If the alternative is cheaper, Tourist agency Volosko will return the difference to the guest.
Tourist agency Volosko has the obligation to immediately inform all arriving guests about changes to the reservation or cancellation, and if no alternative accommodation can be found, to refund the amount paid by the guest less the administrative charges of the agency.
7. The guest's right to changes and cancellations
If the guest wishes to change or cancel the reservation, it has to be in written form (e-mail, mail or fax). By "change" is considered a change in the number of people, or change of the dates of travel, at least 30 days before using the service. If the change of the reservation is not possible, and the guest cancels a confirmed reservation because of it, lower mentioned conditions apply. Any change of accommodation unit and any change within 30 days before using the service are considered a cancellation of the reservation.
The cancellation costs will be calculated from the date on which Tourist agency Volosko receives a written request for the cancellation, on the following basis:
1. For the cancellation up to 30 days prior the arrival, Tourist agency Volosko charges 15% of the full price of the reservation, a minimum of 15 Euro.
2. For the cancellation in the period between 29 and 22 days prior the arrival, Tourist agency Volosko charges 30% of the full price of the reservation.
3. For the cancellation in the period between 21 and 15 days prior the arrival, Tourist agency Volosko charges 50% of the full price of the reservation.
4. For the cancellation in the period between 14 and 8 days prior the arrival, Tourist agency Volosko charges 80% of the full price of the reservation.
5. For the cancellation in the period between 7 and 0 days prior the arrival, Tourist agency Volosko charges 100% of the full price of the reservation.
6. If the guest does not arrive to the destination or cancels the service of the accommodation after it began, Tourist agency Volosko charges the full price of the reservation.
For every cancellation of the reservation Tourist agency Volosko charges 25 Euro of handling expenses.
If the guest has to cancel within 7 days before using the service, Tourist agency Volosko offers the guest a possibility to find a new user for the same reservation (if it is possible), in which case Tourist agency Volosko charges only for an exchange fee. The new user has all the responsibilities stated in these "General conditions“.
If the guest does not arrive to the accommodation until 10 p.m. on the first day of the service provided without any notice to the Tourist agency Volosko or the provider of the accommodation, the reservation is regarded as cancelled and the cancellation costs will be calculated as stated above.
8. Obligations of the agency
Tourist agency Volosko is bound to make sure all the services are carried out professionally, on its part as well as that of the accommodation facility. Also, Tourist agency Volosko is bound to make sure that all the rights of the guest are managed according to the common law.
Tourist agency Volosko is bound to make sure that the guest gets all the services included in the rented accommodation. Furthermore, Tourist agency Volosko has to answer to the guest in case of non-performance of the services expected.
9. Obligations of the guest
The traveler commits itself to the following:
- upon arrival to the rented accommodation unit, the guest is expected to present the given voucher,
where the number of people and type of service to be offered are specified
- upon arrival the guest must give to the owner of the accommodation unit the traveler documents
of all occupants to permit him to complete the registration formalities.
- if there are some damages in the accommodation unit, the guest must inform the owner of the unit
within 24 hours.
- the guest is obligate for an proper use of the accommodation unit without damaging furniture and
- to respect the rules and regulations of the rented accommodation unit, and to collaborate with the
Accommodation facility accordingly.
- the pets cannot be left alone in the accommodation unit.
- the guest must leave the accommodation unit within 10 a.m. of the indicated day of departure, and
leave the keys to the owner.
In case these obligations are disregarded, the guest is responsible for all additional fees that may apply, and for all damages the guest caused, and is bound to pay the damages to the service provider on the spot.
10. Solving complaints
Every guest, holder of the contract, has the right to complain to the non-performance of the agreed service. If the services offered are not entirely fulfilled, or below the quality standard, the guest may require a partial compensation by submitting a written complaint. Every guest has the right of complaint for not getting the paid service. Every complaint has to be submitted separately by the guest.
If the guest is not satisfied with a specific situation upon arrival, he is obliged to inform the representative of the service provider (receptionist or the owner of the accommodation, etc.) as well as the Tourist agency Volosko immediately and explain the reasons for this dissatisfaction. The guest should contact representative of service provider first and try to get a satisfactory solution. The guest is obligated to cooperate with the service provider and Tourist agency Volosko in good will to solve the problem. If the guest accepts a proposed solution on the spot, the Tourist agency Volosko is not obligated to accept any further complaints.
If the problem is not solved, within 8 days after returning from the vacation the client has to deliver a complaint in writing to the Tourist agency Volosko, enclosing the written complaint, together with all documentation and photographs which proves the complaint, by e-mail or mail. Tourist agency Volosko will consider only complete and documented complaints received within 8 days from returning customer.
During the process of solving the complaint, but not longer than 28 days after the complaint is made, the guest will not contact any other person, UHPA, or other institution, or give information in the media. Also, during this period, the guest agrees not to sue.
The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the guest to any compensation of non material or optimal damage. Tourist agency Volosko can not be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime or damage of property, noise because of public manifestations, concerts etc.).
11. Court jurisdiction
The guest and the agency will try to solve any disputes in good will, however in case of a judicial dispute, the court of justice is located in Opatija, with relevant law being the Croatian law.
Opatija, May 1st