General terms and conditions

General Terms & Conditions

1. Offer

ANAMAR TOURS d.o.o. travel agency, with its headquarters located at: Kirmenjak 23A, and a branch office at the address: Vukovarska 26, HR-52440 Rabac (hereinafter Agency), provides service to the guest accommodation, collaboration or mediation with the host-owner of the accommodation capacity, according to information available on offer.

2. Reservations and Payment

Inquiries and booking of accommodation can be done electronically, by mail or in person at the agency. When confirming the reservation, the customer confirms that he is fully acquainted with these General Terms and Conditions.

Accordingly, all that is stated in these General Terms becomes a legal obligation both for the guest and for the agency.

When confirming the reservation, the guest is obliged to provide the information required by the booking process.

To confirm the reservation, an advance payment of 30% of the total accommodation price is payable on the IBAN of the tourist agency.

The rest of the price the customer pays at the latest on arrival and in cash or credit / debit card that agency receives and are published in the offer and in the office. Payment of the remainder of the price is possible upon request by bank transfer.

3. Price of the service

The price of the accommodation includes a basic service as described in the accommodation unit.

Accommodation facilities are rented furnished and appropriately equipped, according to the categorized standard, and the rental price includes bed linen, towels, water, electricity and gas.

Additional services are not included in the price of the accommodation (eg pets) so guests pay specially for them. These services should be requested upon booking.

If more than marked number of persons arrive in the booked accommodation unit, as stated in the offer or on the voucher / advice, the service provider may deny the accommodation to unaddressed guests or have the right to request an extra charge for unannounced guests. By accepting the offer the customer confirms that he is familiar with the description and capacity of the accommodation unit.

The landlord is not required to extend the duration of the service over the period specified on the voucher, but may, if it is able to do so, with an adequate surcharge.

The landlord is not obliged to provide services that are not mentioned in the voucher / advice.

The Agency reserves the right to change the published prices (in case of changing the accommodation price by the provider or changing the course).

If the change occurs before the deposit has been made and / or confirmed by the guest, the agency informs the guest about the change of the price.

For guests who have paid an advance for a particular reservation, the agency guarantees the price of the accommodation specified in the offer based on which they have paid the amount of the advance.

For stays shorter than 4 days the price is increased by 30%.

Guests pay a one-time charges of 3€ per person. In some accommodation facilities a supplementary sojourn tax is charged. The sojourn tax is prescribed by law and amounts from 0,80€ to 1,33€ per person per day for adults, depending on the season and category of tourist resort. Persons aged 12-18. years have a 50% discount on this amount, while children under 12 do not pay the sojourn tax. Age / years are taken into account during the period of use of accommodation services.

The Agency undertakes to indicate separately the prices of the sojourn tax, registration fee and other services and insurance if the object is charged.

4. Categorization and description of services

The accommodation units offered are described according to the official category of the competent institution.

Standards of accommodation, food and other services in individual places are different and not comparable. The landlords retain the right to make changes to the exterior / interior, furniture, accessories, appliances or other advertised activities without the prior announcement.

All numeric values (surfaces, distances, ...) are specified with a tolerance of +/- 20%.

Every guest must be admitted to a neat accommodation unit. Extra sheets and towels will be available for guests staying longer than one week.

Guests arrive at the accommodation unit after 2:00 pm and must leave the accommodation unit until 10:00 on the day of departure. The accommodation unit key is delivered in the same building by the owner or the agency when registering the guest.

5. Agency's right to change and dismissal

The Agency has the right to change or cancel the booked accommodation if there are exceptional circumstances that can not be avoided or remedied before or during the break (in the case of the illness or death of the service provider or his immediate family, and of exceptional circumstances or natural disasters such as earthquakes, floods, droughts, wars, strikes, terrorist actions and restrictions issued by the state: mobilization, ban on leaving the country).

The Agency then offers alternate accommodation with the assistance of the owner, but only with the approval and consent of the guest. The offered accommodation should be of the same or higher category, at the price of the accommodation whereby the guest confirmed the reservation.

6. The guest's right to change and cancel

If the guest wants to change or cancel the reservation, it should be done in writing.

In the case of a fixed reservation of private accommodation, the date of receipt of written cancellation is the basis for the calculation of cancellation costs.

• Free cancellation of the reservation is valid up to 30 days before the start of using the service.
For cancellation of the reservation up to 30 days before the start of using the service, the amount of the reservation will be refunded minus €15 handling costs.
• For cancellation 29 - 15 days before arrival - 30% of the total price of the reservation is charged
• For cancellation from 14 - 0 days before arrival and "no-show" - 100% of the total price of the reservation is charged.

If the traveler who cancels the trip finds a new user of the same reservation, the Agency can charge only the possible actual costs caused by the replacement.

7. Obligations of the agency and the owner

The Agency's duty is to care for the implementation of the service, as well as to the choice of service providers, and to care for the rights and interests of the guest in accordance with good practices in tourism. The Agency shall perform all these obligations fully and in the manner described, in the good faith of a conscientious entrepreneurs in accordance with the rules of the profession.

8. Obligations of the guest

Guest is obliged to:

• have the right travel documents;
• respect the customs and foreign currency regulations of the Republic of Croatia;
• he has to check whether he is required to enter the country of destination or neighboring countries for a visa;
• to compensate the owner in full for any damages caused to the accommodation unit;
• to comply with the rules of the house in the accommodation facilities and to cooperate with the service providers in good faith, in the event of a gross violation of the house rules and early departure of the facility at the request of the service provider, does not absolve the guest from paying the accommodation costs for the entire reserved period.
• The guest will bear the responsibility and the costs incurred for non-compliance with the obligation.

Pets are welcome at certain accommodation facilities upon prior notice and surcharge. Taking pets on vacation implies that he is at all times under the supervision of the guest, and that he is not left in the accommodation unit without supervision.

9. Privacy Policy

The Agency agrees that the personal information received from the guest will not be disclosed to other persons or companies by booking, but will only be used for internal marketing purposes by the guest's consent. The guest can approve that the agency uses his contact information (primarily email address) to send special offers.

10. Resolving the complaint

In case there is a complaint about the accommodation, it is necessary to draw attention to it as soon as possible, as soon as possible during the stay, in order to correct the objective shortcomings in a timely manner. Failure to do so will void all subsequent claims.

The guest is obliged to cooperate with the agency representative and the owner in good faith in order to eliminate the causes of dissatisfaction. If the complaint is justified and the owner's service provided is not satisfactory, the agency will do everything to provide the customer with an acceptable solution corresponding to the service paid to the owner. The Agency or the owner may not offer a guest as a substitute accommodation a service of lower value.

If the guest leaves on his own the accommodation unit and finds another accommodation, and so the agency does not provide an opportunity to resolve the problem he has no right to ask for a refund or claim compensation.

It will be appreciated only complaints dealt with during the stay which could not be solved, and the maximum compensation per complaint may reach the maximum amount paid in advance, and can not include services already provided, or the total amount.

If the guest does not accept the alternative solution of the complaint that corresponds to the paid service, the agency will not acknowledge or reply to the guest's subsequent objection. This excludes the right of the guest to compensate for the ideal damage, and subsequent claims on the service used are not received. If a guest did not advertise inadequate services at the venue of the event or did not submit a written complaint, subsequent complaints will not be accepted.

The Agency and the owner can not be held liable for possible climatic conditions, street works, noise coming beyond the boundaries of the property, purity and sea temperature in the destinations, and any other similar situations and events that can cause discouragement of the guest, not directly related to the quality of the booked accommodation units.

Pursuant to Article 6, Section 3 of the Tourism Services Act (OG 130/17), we inform the consumer that a complaint about the quality of our services can be submitted in writing by mail to our ANAMAR TOURS d.o.o. tourist agency, Vukovarska 26, HR-52440 Poreč-Poreč or email [email protected]. You can also deliver the document by yourself in writing to the branch directly. You will receive a response to your objection in writing to your address no later than 15 days after the receipt of the complaint.

11. Jurisdiction of the Court

All objections will be resolved by mutual agreement. In the event that complaints and misunderstandings can not be resolved, the jurisdiction of the Municipal Court in Poreč is established.