Booking conditions

1. GENERAL

In next chapters Lovely Istria d.o.o. will be replaced with Lovely Istria. Lovely Istria acts as an agent for the property owner of accommodation featured on
our website. Your contract is with the property owner. This contract incorporates all the conditions below. Lovely Istria is not a management company.

2. MAKING A BOOKING AND PAYMENT

2.1. Once you have made a provisional reservation with us we will ask you to confirm your booking by e-mail or. This must be from the first named person on the booking (‘the party leader’). The party leader must be at least 18 years old and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. By confirming the booking details with Lovely Istria the party leader confirms that he/she is so authorised and that all party members agree to be bound by the booking conditions.

2.2. The party leader is responsible for making all payments due to us. Once an invoice has been sent out from Lovely Istria a minimum non-refundable deposit of 30% of the rental cost must be sent. The balance of your booking must be received not less than 30 days prior to your From date at the villa, a reminder invoice will be sent by email or sms. If booking within 30 days of From, the full cost of the villa must be paid at the time of booking.

2.3. Bookings cannot be accepted from parties of young people less than 18 years of age. We reserve the right to refuse a booking without any given reason.

3. CONTRACT

3.1. A contract between you, the party leader and the property owner will come into existence when you have paid a deposit (or full payment if booking within 30 days of From) and we accept your booking by issuing a written confirmation. Croatian Law governs your contract and all matters arising out of it. Any disputes, claim or other matter, which arises out of or in connection with this contract, will be dealt with by the courts of Croatia only.

3.2. It is important that you check the villa confirmation you receive from us immediately on receipt. You must contact us straight away if any information appears to be incorrect as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 14 days of our sending it out.

4. PRICES

4.1. The price of your villa is based on villa prices presents on the website villsy.com at time of your booking or booking request.

4.2. Many property owners will only accept bookings with a minimum of one week and in some case a minimum of five days in April, May, September and October.

4.3. Properties are let fully furnished and equipped. The price for all properties includes linen, electricity, hot and cold water. Occasionally there may be an additional charge for air conditioning/heating where available; you will be advised of this at the time of booking. Where there is a private pool, pool heating will incur an additional expense. Satellite/Cable television where available may not include access to all channels. If internet access is available it is generally assumed that the customer will bring their own laptop. Fax machine means a fax machine can be provided. Use of telephone/internet facilities must be paid for locally.

5. SECURITY DEPOSIT

5.1. A security deposit is required to cover the cost of any damages or breakages. The deposit will be collected on your From at the villa and is usually € 300 – € 500 per villa. For groups of young people (under 22 of age) an extra refundable safe deposit of € 100 per person is required at check in.For telephone use, internet access or other services a higher deposit may be required to cover eventual bills. You will be advised of this at the time of booking or if you decide on From that you wish to use additional services the higher deposit will be confirmed to you in resort. Please ensure you have this amount of money ready when you arrive otherwise entry into the property may be delayed until the deposit is produced.

5.2. The deposit is refunded at the end of your stay after the owner inspection of the villa for damage.

6. CHANGES BY YOU

If you are prevented from travelling, you have a right to transfer your villa to another person. However, you must tell us you want to do in writing more than 42 days before From. We will charge an amendment fee of Euro 50.00 per booking. You will also be liable for any additional costs caused by this transfer. Until we receive full payment, both you and the person taking your place are responsible for full payment of the villa. Please refer to paragraph headed ‘Other Changes’ with regard to villa transfer within 42 days of From.

7. OTHER CHANGES

If you wish to make other changes to your booking after it has been confirmed you must notify us in writing as soon as possible. We will endeavour to assist you but cannot give any guarantees. An amendment fee of Euro 50.00 per booking will be applicable along with any additional costs incurred as a result of the change. If you wish to amend your booking within 42 days of departure we may treat this as a cancellation. In this instance the charges as stated in the cancellation charge table in paragraph 8.1 will apply.

8. CANCELLATION POLICY

8.1. If you wish to cancel your booking you may do so either by writing to us, e-mail us at info@lovelyistria.com or info@villsy.com. All Cancellations will take effect from the date received by Lovely Istria. In all cases a cancellation will only be accepted from the party leader. If you do cancel you will have to pay cancellation charges. The amount you pay depends on the date we have been informed of the cancellation in writing. The following cancellation charges apply: If you wish to cancel your booking always the 30% of total cost is not refundable. Within 30 days prior to arrival date total amount is not refundable.

8.2. Cancellation charges are calculated as a percentage of the total villa cost. Cancellation charges exclude amendment charges which are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to re-claim these cancellation charges (less any applicable excess) under the terms of your insurance policy

Lovely Istria will provide all of the necessary documentation upon the insurance company’s request for the needs of processing of the claim for the damage compensation.

9. CHANGES AND CANCELLATIONS BY US

9.1. In the unlikely event that alterations and cancellations have to be instigated by us, we will inform you as soon as possible and if requested we will try to arrange alternative accommodation of a similar type, standard and location.

9.2. If no alternative accommodation is available or acceptable, we will refund in full all monies paid and shall be under no other liability.

10. COMPLAINTS

10.1. If you have a problem whilst at your booked villa, please bring it to the attention of our local representative/agent/villa owner so that they have an opportunity to put it right at the time. If no representative/agent/villa owner is available in that area, please contact our Croatian office direct. Failure to alert us of any problem whilst you are in the villa will lead to a rejection of your complaint by our office.

10.2. If your complaint cannot be completely resolve locally, you must inform our local representative/agent/villa owner and follow this up within 10 days of returning home by writing to our customer services manager giving full details of your complaint and we will pass your comments onto the villa owner. In all cases we will try and settle the matter amicably. If you fail to notify us within 10 days of your return, we reserve the right to reject any claim as it may be, by then, difficult for us to investigate the complaint.

10.3. If you vacate the property before the To day without notifying our local representatives you will lose the right to compensation.

11. ARRIVAL AND DEPARTURE

Guests are expected to arrive after 4.00 pm Croatian time and to depart by 10.00 am. There may be slight variations to these times +/- one hour – you will be advised of the correct Arrival/Departure times for your property on your travel documentation. If your Arrival is outside these times: From 9 pm later: extra charge may be applied by owner.

12. TRAVEL

12.1. The party leader is responsible for the parties taking with them correct travel documentation (passports and visas, driving licences, vehicle registration, green
card, motor insurance etc).

12.2. It is very important that you secure your travel (e.g. flights) arrangements at the same time as booking a villa as Lovely Istria cannot be held responsible for problems arising as a result of non-confirmation of your travel arrangements.

13. YOUR RESPONSIBILITIES

13.1. You must keep the property and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the commencement of your holiday, and in the same state of cleanliness and general order in which it was found. You will be responsible for any breakages, loss or damage to the property. Once again we strongly recommend adequate insurance cover to be made by yourselves and all party members. The property owner reserve the right to make deductions from the security deposit for any extra cleaning, over the number of hours committed to departure cleaning, and to claim against you for damage or loss, the cost of which exceeds the security deposit.

13.2. The parking of caravans/pitching of tents is strictly forbidden.

14. NUMBER OF PEOPLE USING THE PROPERTY

Only those persons named at time the time of booking may use the property without prior agreement. The maximum number of people, including infants, allowed at the property may not be exceeded. The owner has the right to terminate the rental without prior notice and without refund if the numbers are exceeded.

15. ACCESS

The property owner or their representative shall be allowed reasonable access to the property to carry out urgent maintenance and/or inspection.

16. BEHAVIOUR

The person signing the contract is responsible for the correct and decent behaviour of the party. Should you or a member of the party not behave in such a manner, the property owner or local representative/agent may use their absolute discretion and ask you and the party to vacate the property without refund.

17. ADDITIONAL SERVICES

Please give as much time as possible to organise additional services such as those mentioned in paragraph 5. Payment for such services is usually made locally (excluding car hire). We cannot accept responsibility for any extra services.

18. LINEN

Linen and linen change is included in all properties. It is advisable to take a beach towel and to check that cot linen is provided.

19. SWIMMING POOLS

Swimming pools are not open all year. Please check with us as to whether the pool is open or not. If pool heating is required then this is an extra charge that will be deducted from the security deposit (not applicable if swimming pool is part of a hotel complex).

20. SOCIAL EVENTS AND OTHER FUNCTIONS

Lovely Istria acts as an agent for property owners for the private rental of a property. If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the property, you must seek prior permission from Lovely Istria. Additional charges and/or increased security deposit may be sought at the owner’s discretion.

21. SECURITY AND VALUABLES

Any valuables left at the property are left at your own risk. Neither Lovely Istria nor the property owner is responsible for their loss. No refund can be given should you decide to vacate the property as a consequence of a burglary.

22. INFORMATION

22.1. While we make every effort to ensure that descriptions supplied are accurate, we cannot accept responsibility for errors contained therein or the results thereof. You must accept that minor differences between the photograph/illustration/text used and actual property may arise.

22.2. Property owners reserve the right to make modifications to the property specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, property owners reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice.

22.3. If material changes occur after your booking has been confirmed, we will advise you if there is time before departure.

23. PETS

Pets are not allowed unless with the explicit permission of the owner. The owner reserves the right to add a surcharge and/or increase the security deposit. Number of pets must be agreed prior to acceptance of booking.

24. ENVIRONMENT

24.1. Please be aware that many of our properties are in rural or isolated locations and as such you may encounter flora and fauna such as mosquitoes, wasps, ants, local dogs etc as well as other environmental activities e.g. farming, drains etc. Some properties are located on non-surfaced roads.

24.2. Many of our properties are over 100 years old and some are listed. As a result the structure and safety may not have current safety and design features. Whilst Lovely Istria makes every effort to give as much detail on each property as possible, including when it was built and whether or not it is suitable for children/people with walking difficulties, it may mean that the property may be less safe than a more recently designed/built property. Also – due to the rocky nature of the Croatian coastline some of our coastal properties may have steep approaches, many stairs and/or maybe perched on a rocky promontory. Whilst this provides a spectacular location it might not be suitable for certain types of customers and again every effort is made to advise you of this on the villa details.

24.3. Please note we cannot be held responsible for any building or road workings occurring near the property. We will endeavour to advise you of any work occurring should we be aware of it, but work can occur at any time without our prior knowledge.

25. OUR LIABILITY AND THE PROPERTY OWNER

25.1. Neither Lovely Istria (as agent for the property owner) nor the property owner shall not be responsible for the death of, or personal injury of any member of a booking party, or of any other person at the property unless this results from the proven negligence of the owner, Lovely Istria or our employees.

25.2. We shall not be liable for any loss, breach or delay due to any cause beyond our reasonable control including though not limited to acts of God, explosion, tempest, fire or accident, war or threat of war, civil disturbances, acts, restrictions, regulations, bye-laws or measures of any kind on the part of the government or local authority, strikes, lock-outs or other industrial actions or disputes or adverse weather conditions. In any case we shall be entitled to treat the contract as discharged.

25.3. On the event of discharge our liability shall be limited to the return of the sums paid to us in respect of the unused portion of the rental calculated on a pro rate daily basis less an administrative fee of Euro 50.00 to cover our reasonable expenses.

25.4. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, swimming pool filtrations systems, nor for the failure of public utilities such as water, gas and electricity.

25.5. Neither Lovely Istria nor the owner can be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond our control. In the event that a source of noise has been in existence prior to your booking and we are informed of this, we will contact you to inform you of the disturbance.

25.6. We 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.

26. SPECIAL OFFERS

Involving free nights are always for a maximum of one or two free night depending on the length of stay. Long stay bookings cannot be split into two to get more free nights. In such cases such split bookings may be refused by the villa/apartment owner on arrival or the unentitled free nights claimed maybe charged for locally.

27. FACILITIES

Occasionally facilities may have to be temporarily withdrawn at short notice during your holiday, often this is beyond our immediate control.

28. WEBSITE LINKS

From time to time we may establish links from the Lovelyistria website to other sites which we feel would be of interest to customers planning a villa holiday. Lovelyistria would like to make it clear that we are not responsible for the actions or content of these websites. It is your responsibility to check the status of these sites.

29. LOW SLUNG CARS

People taking low/sports cars are advised to check that the access to the property is suitable.

30. SPECIAL REQUESTS

We will endeavour to meet any requests you may have prior to travel but unfortunately we cannot guarantee them. Special requests do not form part of our contractual obligations to you and we accept no liability if they are not met.

Pula, Croatia, 18.12.2018.

These General Terms and travel regulations are a component part of the Agreement, in other words, the Booking confirmation, between company FERIE HOME D.O.O. putnička agencija, HR01886525995, Naklice 72, 21252 Tugare, Croatia (hereinafter: the Agency) and the travel contractor (hereinafter: the Traveler). These General Terms and Conditions define the conditions with which the Agency enters into a contract with the reservation holder, which differ in terms of legal liability. All the information and terms in the program and these General Terms are binding for both the Agency and the Traveler.

1. Offers

The Agency ensures services according to the information published and valid at the time of the reservation confirmation, and according to the description and travel period in accordance with confirmed reservations except in circumstances beyond our control such as illness or death of the service provider or his/her immediate family, outstanding circumstances which cannot be foreseen nor eliminated (natural disasters such as earthquakes, floods, sanitary disruptions, fires, droughts, wars, strike, terrorist actions and limitations issued by the government mobilization, country exit ban).

2. Reservations and Payment

Inquires and accommodation reservations can be made via e-mail, by a phone call, or in writing at any of the Agency’s emails as well as at the offices of our partner travel agencies. By confirming a reservation, the Traveler confirms that he/she is aware of the General Terms and conditions of the travel services and fully comprehends and accepts these terms which are binding for both the Traveler and the Agency.

The Agency provides the Traveler with the appropriate materials in electronic form, presenting all relevant information regarding the accommodation, and encourage a Traveler to take a travel insurance package in their country. To book accommodation Traveler is obligated to pay an advance – a deposit of at least 40% of the total value of the price of accommodation for the selected period unless otherwise stated during the booking process and the remaining 60% the balance payment of the price for accommodation upon arrival directly to the service provider – host unless otherwise stated during the booking process. For a specially marked object or accommodation, the Traveler is obligated to pay 100% of the value of the price of accommodation for the selected period to realize booking. The mentioned models of payment apply to all accommodation unless otherwise specified and with which the Traveler was introduced while confirming the reservation. The Traveler is obligated to provide any information required for the reservation process.

We guarantee safe payment through our web page
On our web page, we provide WsPay service for online payments which uses the most advanced protection and anti-theft/abuse technology such as, Secure Socket Layer (SSL) and others as well as secure and safe procedures in accordance to the highest possible standards. Exchange of confidential data between the online payment system and the payment approval issuing centers of credit card distributors is done through a network that is completely inaccessible to unauthorized users. Confidential information from your credit card is delivered directly through the safety net to the authorization center.

Note for payments made from abroad – This method of payment refers exclusively to foreign clients. The payers and recipients` bank transfer fees are covered entirely by the client.

Note for credit card payment – All payments will be affected in the Euro currency.

The service provider reserves the right to withhold service to the Traveler if the Traveler brings a pet to the accommodation without previously notifying the Agency or the service provider. In this case, the Agency is not obligated to accept complaints made by the Traveler on the quality of the booked accommodation or services.

Promotions and discounts cannot be aggregated with each other or combined. Each reservation can contain only one discount.

3. Sojourn Tax

According to the Law on the sojourn tax of the Republic of Croatia, the Traveler is obligated to pay the sojourn tax that is included in his/her accommodation price. According to the Law on the sojourn tax of the Republic of Croatia, the sojourn tax is from 0,67€ to 1,33€ per person per day for adults. Adolescents from the age of 12 to 18 (but not after they have turned 18) are entitled to a 50% discount, while children under the age of 12 are exempted from paying the sojourn tax. The total amount of the sojourn tax for a specific reservation is determined by the destination in the Republic of Croatia as well as the accommodation service dates.

4. Rates

The price of the service includes the basic service as described in the price list for the reserved accommodation unit. Special or extra services are those services that are not included in the base price of the accommodation (marked as different kinds of possible services in the description of the accommodation unit or Price List/Rates or additional services that are available through the prior notification and additional payment) and as such are to be paid by the Traveler along with the reservation amount or at the spot, as indicated in our offer. Special and extra services/requests must be requested or announced during the reservation process.

The average cost of electricity, water, and gas is included in the price of the accommodation as are all the sheets, bedding items, towels, final cleaning, and other added services which are noted in the description of each accommodation unit. The Traveler is obligated to leave the premises clean and tidy before departure, regardless of the final cleaning charge set by the proprietor. Final cleaning by the guest includes washing and stacking dishes, trash removal, and sweeping all the rooms in the accommodation unit so that the accommodation unit is left neat and tidy.

The service rates are stated in Euros. The Agency reserves the right to change the published rates. Travelers who have paid the deposit for a certain reservation are guaranteed by the Agency the accommodation rate listed on the calculation based on which the deposit payment was made.

If rate changes occur prior to the deposit being paid, the Agency is obligated to inform the Traveler of these changes.

The rates listed in our offers and programs are formed according to the agreement made with our contractors and do not necessarily match the rates stated on the spot at the accommodation unit in which the Traveler resides. Possible differences in rates cannot be subject to complaints. Should the number of people arriving at the reserved accommodation unit exceed the number indicated on the travel documents (Booking confirmation), the service provider has the right to withhold service to unannounced Travelers or accommodate all Travelers provided that additional payment for the unannounced Travelers is made on the spot. In this case, the agency does not acknowledge any complaints about the quality of services provided at the booked accommodation.

5. Categorization and Service Description

The offered accommodation units are described in accordance with the official categorization of the proper authority, as well as the actual state of the unit at the time of its publication. The standards of accommodation, food, services, and the like vary depending on the destination/country and are not subject to comparison. The information provided to the Traveler at the point of sale does not obligate the Agency any more than the information stated on the web pages of www.feriehome.com or in printed materials of the Agency.

A secured parking place or a garage place is secured only if it is stated in the advert. A secured parking place means that it is located in the yard of the premises, in a guarded, fenced, or covered area.

The accommodation that is wheelchair accessible, but not necessarily completely adapted must possess the following characteristics:

• position of the accommodation unit is on the ground floor (up to a maximum of 2 stairs at the entrance to the accommodation unit)
•  size of the accommodation unit is suitable for the movement of a person in a wheelchair (minimum door width is 75cm, spacious bathroom, which is not necessarily equipped with adequate handles and bars)

6. Obligations of the Agency

The Agency’s obligation is to provide services as well as select the service provider while taking into consideration the rights and interests of Travelers in accordance with the traditions of the tourism industry. The Agency will fulfill all the abovementioned obligations as described, except in circumstances beyond its control (Article 1) in which the Agency will proceed as stated in Article 11.

7. Obligations of the Traveler

The Traveler is obligated to:

• have valid travel documentation
• respect and abide by all customs and foreign exchange regulations as well as the laws and other regulations of the Republic of Croatia as well as other countries through which he/she passes or resides. Enquire whether or not he/she requires a visa for the destination country as well as neighboring countries. In the event the Traveler is unable to continue the trip as a result of being in direct violation of these regulations, the Traveler is responsible for all related expenses.
• abide by house rules of the accommodation unit as well as cooperate with the service provider in a well-intentioned manner
• present the service provider with the document proving paid service (Booking confirmation received via e-mail)
• pay the balance of the reservation as stated on the travel document (Booking confirmation) to the service provider on first the day of arrival in Euro.
• announce the intention of bringing a pet into the accommodation unit, even if the accommodation unit is described as a pet-friendly accommodation, as well as announce the type and size of the pet. Even though pets might be permitted, there are house rules which must be followed and respected. For the majority of pet-friendly accommodation units, an extra fee is applicable which is paid on the day of arrival directly to the service provider. The Traveler will receive information from the agency in advance about the pet fee which is to be paid on the day of arrival.
• if the Traveler has the intention to arrive with more persons than listed as the maximum capacity of the accommodation unit he is obligated to inform the agency immediately upon sending an accommodation request, even if the persons are minor children. The possibility of staying with a larger number of people solely depends on the goodwill of the accommodation service provider and does not exclude additional payment. There are no rules under which minor children can stay free and without notice in the accommodation unit. If the Traveler does not follow these regulations, he/she will be held responsible for any expenses or damages. By confirming a reservation, the Traveler has agreed to compensate the service provider on the spot for any potential damages caused by his/her own negligence.

8. The Traveler’s Right to Changes and Cancellations

In the event, the Traveler wishes to change or cancel a confirmed reservation he/she must do so in writing (via e-mail). Changes or cancellations by telephone are not permitted and will not be accepted. In the event that the Traveler should request to make a change or cancel a confirmed reservation, the date on which the written cancellation is received, during regular Agency’s working hours, will represent the basis for the cost calculation. If the written cancellation is received outside regular Agency working hours, the cancellation date which will represent the ground for calculating cancellation costs will be the following working day of the agency. In the event that the Traveler cancels a confirmed reservation of a private accommodation up to 24 hours after making the payment, provided that there are at least 40 days left between the date of the cancellation and the beginning service date of the reservation in question, the Agency shall issue a refund of the paid amount to the Traveler within 7 working days. This is only valid for the first canceled reservation.

By payment of the booking deposit, it is considered that both parties accept the stated terms of the cancellation policy

*Cancellation Policy:  If the Guest wishes to cancel his/her reservation the Agency can keep:

• 40% of the total booking price if canceled 48 hours after deposit payment, to 60 days prior to the Check-in Date
• 50% of the total booking price if canceled 60-30 days prior to the Check-in Date
• 100% of the total booking price if canceled 30-0 days prior to the Check-in Date
• Guest can cancel for free in 48 hours after paying the Booking deposit (full refund is secured)

In the event that the Traveler should request to change the number of persons, the arrival or the end date of a confirmed reservation provided that the change is possible, the Agency will charge only the price difference

The eventual price difference will be refunded to the Traveler and a new booking confirmation will be issued.

In the event that the Traveler should request to change the above-mentioned from 29 to 2 days before arrival, if the new reservation amount is less than the original reservation amount, the Agency will make a change according to the traveler’s request, but the amount of the reservation will not be reduced.

In the event that the Traveler requests to change a confirmed accommodation unit to an accommodation unit of a different service provider, the change will be treated as a cancellation and the Cancellation terms stated below will apply.

If a reservation change is not possible and the Traveler cancels the confirmed reservation, the Cancellation terms stated below will apply.

If the client requests a change of the reservation transfer up to 48 hours before arrival, and change is possible, the agency will charge an administrative fee of 50 EUR, and a possible difference in price. Changes less than 48 hours before transfer are not possible.

The guest is obligated to pay the full amount or the balance payment of the total reservation no later than 40 days prior to the beginning date of the service.

Note: All of the above conditions apply to all types of facilities unless otherwise stated during the booking process. For every canceled accommodation reservation the Agency charges a fee of 50 Euro for handling expenses. If the Traveler is entitled to a partial refund after canceling his reservation, the agency will make a refund within 45 days.

In the event that the Traveler cancels a reservation for which he/she paid 40% of the total booking amount, and the actual cancellation costs exceed the amount already paid for the reservation, the Agency reserves the right to charge the actual costs incurred which will be calculated in accordance with the Cancellation terms described these General Terms and conditions. The Agency will issue an invoice to the Traveler which he will be obligated to pay within 14 days of receipt thereof.

In the event the Traveler must cancel a reservation within 7 days before the beginning date of the service, the Agency offers the Traveler the possibility of finding a new Traveler/User for the same reservation if possible (this depends on the service provider). In that case, the Agency will only charge the actual cost of the passenger change. The new reservation holder accepts all the obligations stated in these General Terms and Conditions.

In the event the Traveler does not arrive at the accommodation by midnight on the beginning date of the service, without contacting the Agency or the service provider, the reservation will be canceled and the corresponding cancellation fees will be charged according to the above-mentioned terms. Should the actual costs exceed the amount paid for the reservation, the Agency reserves the right to charge the actual costs incurred and will send an invoice to the Traveler which he will be obligated to pay within 14 days of receipt thereof.

The Agency is not obligated or responsible for reimbursing the Traveler for the cost of his/her travel documents or visas relating to the reservations canceled by the Traveler.

9. Travel Insurance

The cost of the trip does not include the travel insurance package. We encourage Travelers to request Traveler`s country insurance against accidents and illnesses that may occur during the trip, damage, or loss of luggage, or voluntary health insurance. Should the Traveler, during the reservation process suspect that due to certain reasons he might cancel his trip the agency recommends the purchase of cancellation insurance.

 If the Traveler has a cancellation insurance policy, the Traveler must file all claims with the insurance company which issued the policy, while the Agency is obligated to provide all necessary documentation relating to the claim and the reservation in question.

10. Luggage / Baggage

Each Traveler is responsible for lost, damaged, and/or stolen property left unsupervised. The Agency is not responsible for lost, damaged, or stolen luggage, nor for stolen luggage or valuables kept in the accommodation unit. Lost or stolen luggage is to be reported to the accommodation service provider or to the relevant police station

11. The Agency’s Right to Changes and Cancellations

The Agency reserves the right to make changes of reservations in the event of circumstances that cannot be predicted, avoided, or eliminated (see Article 1). A reserved accommodation unit can only be changed with prior notification to the Traveler for an accommodation unit of the same category or of a higher category and at the price at which the Traveler confirmed the reservation. If the replacement accommodation is only possible in a higher-category unit where the price is 15% higher than the price of the paid reservation, the Agency reserves the right to charge the Traveler for the difference in agreement with the Traveler. In the event a replacement accommodation unit cannot be arranged, the Agency reserves the right to cancel the reservation and notify the Traveler prior to the beginning of the service and guarantees a full refund of the paid amount. If the Agency cancels a reservation, the Traveler is not entitled to any compensation from the Agency and the Agency is only obligated to refund the amount paid to the Agency’s account. If an adequate replacement unit is not available on the day of the commencement of the service, the Agency will make an effort to provide the Traveler with information on possible alternative arrangements which are not a part of the Agency’s offer and will refund the Traveler with the full amount paid for the reservation.

12. Handling / Filing Complaints

Each Traveler – reservation holder has a right to file a complaint if the paid services were not provided.  If the services provided are not satisfactory, the passenger is required to immediately notify the Agency about the inadequate service and file a complaint on the day of his/her arrival at the location to the service provider and inform the Agency office by email at info@feriehome.com or by phone at +385 (0)915678600 ( customer service working hours 08:00-16:00). The Traveler is obligated to cooperate with the Agency representative as well as with the service provider in a well-intentioned manner so that the cause of the complaint can be resolved.  If upon arrival the Traveler is not satisfied with the state of the accommodation and leaves the accommodation on his own initiative and finds another accommodation without giving the agency a chance to resolve the issue, correct the cause of the discontent, or find another accommodation for the Traveler, the Traveler does not have a right to request a refund or make a claim for compensation, regardless of the fact that his/her reasons were justified or not.

Should the Traveler accept the proposed solution which corresponds with the service rendered on the spot, the Agency will not take additional complaints into consideration or respond to them.

If the problem is not resolved on the spot following an intervention, the Traveler is obligated to submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at info@feriehome.com or by postal mail no later than 8 days following the return of the Traveler from his/her trip. The Agency shall only take into consideration fully documented complaints that are received within the 8-day deadline.

The agency is obligated to make a written solution to the complaint within 14 days of receipt of the written complaint. The agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 14 days. The agency will take into consideration only those claims whose cause could not be resolved on the spot.

Until a decision has been made by the Agency, in other words for the duration of the 14/28 days after the complaint has been filed, the Traveler relinquishes the right to involve a third party, the arbitration of the UHPA or other institutions, publicly disclosing information as well as filing suit. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service. The law of tourism excludes the Traveler’s right to be compensated for ideal damages.

The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of Travelers and are not a direct result of the accommodation unit (for example, bad weather, improperly maintained beaches, crowds, lost or stolen property and such).

If the Traveler decides to book the special LAST MINUTE, FIRST MINUTE, or SPECIAL OFFER deal, then he accepts all risks of such travel. These journeys include uncertainty of facts upon which the agency cannot influence, and the Traveler primarily due to the price accepted such a trip and therefore has no right to the refund of payment or any complaint to the agency.

13. Personal Information Security

The Traveler provides personal information about his/her own free will. Personal information is required for processing requested services. The same information shall be used for inter-communication. The Agency is under obligation that the personal information of the Traveler will not be taken out of the country or given to a third party except for the purpose of carrying out requested services. The personal information will be kept in a database in accordance with the Management’s decision on the method used for collecting, processing, and securing personal information. With the acceptance of these General Terms, the Traveler gives permission for his/her personal information to be used for promotional offers of the Agency.

14. Note

Paying a deposit or payment in full signifies that the Traveler fully comprehends and accepts the aforementioned terms.

15. Court Jurisdiction

The Traveler and the Agency will aim to settle possible lawsuits in the application of this Agreement and if an agreement cannot be reached the issue will become subject to the decision of the Split Court jurisdiction, under the authority of the laws of the Republic of Croatia.

Eurotours villas T&C

1. The Subject of the Contract

The subject of this contract is the settlement of relations between the travel agency Euro Tours d.o.o., Partizanska 4/1, HR-52440 Poreč, VAT ID: 43241329399 , ID-CODE: HR-AB-52-040290709, Tel. +385 52 433 635, E-mail euro-tours@euro-tours.net (hereinafter referred to as Euro Tours ) on its name and on behalf of the contractual lessor on the one side, and for the accomodation user (hereinafter the guest) on the other side, during the process of booking accommodation from the offer of the Web page  www.villsy.com.

2. Reservation and concluding the contract

The contract between the guest and Euro Tours comes into force with the binding reservation (verbally, in writing form or by e-mail). From that moment onward, the rights and obligations of the contractual parties are regulated by these General Terms of Business and apply to the guest and Euro Tours. Confirmation of reservation will be immediatly delivered to the guest by e-mail. In the event of the confirmation differing from the requested reservation, by paying the received reservation the guest confirms that he/she accepts the terms listed in the confirmation. Euro Tours may without obligation accept any kind of special demand (ie request), but the request is not legally binding for Euro Tours and will be fulfilled only if Euro Tours has issued a written confirmation. 

In the event of payment arrangements not being made according to Article 3.2, the reservation may be cancelled, with Euro Tours having no obligation towards the guest.

3. Prices and terms of payment

3.1. Accommodation price

The prices published on the Web page www.villsy.com are expressed in EUR, and apply to the price of daily accommodation per accommodation unit in the corresponding price season. The published prices are valid from the moment of refreshing data on the Web page, ie from the moment of publication of a new brochure. In accordance with Article 3.5 about price change, the price valid at the moment of reservation is applied. If the facility contains several identical accommodation units with the same description and prices, in the facility’s description the total number of such units will be listed, but only one of them will be described. It is not compulsory for special offers to apply to all accommodation units of the same type.

Any additional services requested by the guest (eg. extra cleaning, phone expenses, bike hire etc.) are not included in the price and must be payed on the spot to the person in charge of the facility’s keys, or to a Euro Tours employee. The accommodation prices (unless otherwise specified) include: usual consumption of electricity, heating in winter and air-con in summer, water consumption, gas consumption (if available), final cleaning (if not otherwise specified), bedding, bath towels and tourist tax.

3.2. Payment

Regardless of whether the reservation has been made directly by the guest, or through a partner agency, upon receiving confirmation of reservation the guest/agency has to make an advance payment of 10 % within the next 3 days, thus definitely confirming the booking. The balance of the full amount has to be paid at least 30 days before arrival and starting of using the reserved service.

For reservations made within 30 days before arrival the total amount of reservation must be paid in the next 24 hours. Payment of reservations made within 30 days before arival must be reconfirmed by written confirmation ( e-mail) of the made payment. Eurotours will send to each guest the confirmation of the received payment with all necessary further details. Euro Tours reserves the right to request a valid credit card number from the guest as payment guarantee. In the case of the guest not sticking to the payment deadlines, the reservation may be cancelled.

3.3. Reservation cancellation

In the event of the guest cancelling the reservation, the following cancellation fees will be charged: 

• Reservation cancellations notified 30 or more days before arrival: pre payment will be reimbursed
• Reservation cancellations  between 29 days and on the arrival day or NO SHOW: 100 % of the total reservation cost is charged (the only possibility to get the money back is a travel insurance).

The handling charges of 50,00 € will be deducted from the payout which needs to be returned to the guests. If the payout amount to be returned to the guest is less then 50,00 €, the guest will not receive any refund.

The cancellation date is considered to be the day when the cancellation notice has been received (if it happens to be a holiday or Sunday, it will be considered the next working day). In case of no-show or unnanounced delayed arrival, Euro Tours keeps the total reservation amount.

These conditions are valid from 24.02.2023. For reservations made before 24.2.2023. the conditions applied are the ones made on the booked day until 24.02.2023.

3.4. Reservation change

On the guest’s request the reservation may be changed in terms of change of date, accomodation unit, accomodation type or names of persons if possible.

3.5. Price change

When selecting our facilities, special attention is paid to service description and price calculation. However, despite this we are unable to exclude the possibility of price and service change. In the event of such changes, the guest will be notified when booking or, at the latest, upon receiving booking confirmation. The items written on the booking confirmation are final. It is unlikely that any changes will occur after the booking confirmation, but we cannot entirely exclude not even this possibility.

Euro Tours has the right to change prices in certain moments due to increasement or introduction of fees or taxes on accommodation services, or due to significant changes in the rate of exchange. To the guests who have already booked the accommodation, the original price, on the day of their booking, will be charged and they cannot complain on the price.

4. Accommodation from our offer

Euro Tours’s accommodation offer consists of units owned by our contractual partners – lessors on for whose account Euro Tours sells capacities on the tourism market.

4.1. Maximum number of people

The accommodation units from our offer may only be accommodated by the maximum number of people listed in the description of the reserved accommodation unit posted on Euro Tours’s Web pages. The same applies to children, regardless of their age, with the exception of facilities allowing another child under the age of one free of charge. The guest is asked to mention this fact while booking. It is also forbidden to place tents or caravans on the land belonging to the facility.

After the lease beginning the guest is obliged to announce previously all visitors that come to visit  him/her. In the event of exceeding the maximum number of people, or placing a tent or caravan on the facility’s land, the owner may charge a fee per extra person, or remove the extra people from the estate, ie demand the removal of the tent or caravan. If the guest ignores the request, everyone will be removed from the estate and no refund will be made.

4.2. Youth groups

In case that the guests are younger than 21 years, they are obliged to inform Euro Tours immediately at the reservation about the exact number of guests and their age. In this case a payment of an additional deposit might be necessary for the insurance against the property damage. Euro Tours  and the owner retain the right to reject the groups of guests younger than 21 years in case that Euro Tours has not been informed about their arrival, and in that case the guests are not entitled to a return of the paid accommodation price.

4.3. Size of the facility

Our associates have personally visited each facility in our offer. With listed facility sizes it is always about external dimensions, and consequently there’s a possibility that the internal dimensions may be up to 15 % smaller than the ones listed.

4.4. Newly built villas

At the reservation of the newly built properties the guest must be aware that it might happen that there was not enough time for the grass, plants, flowers or other horticulture to grow in the garden.

4.5. Pets, bugs and allergies

Despite thorough cleaning and maintenance of our facilities, occasionally a bug or mouse may be found who got there from their natural habitat where the house is located. Euro Tours cannot be held responsible for this and the guests cannot ask for any compensation. Although pets aren’t allowed in all facilities, this does not mean that there have never been any pets in the booked facilities. Euro Tours does not take any responsibility for the guest’s allergic reactions in certain facilities.

The permission to keep pets shall be marked on the web page of Euro Tours  near each facility which allows pets under the conditions foreseen for each facility separately, which shall be mentioned on the web page. The pet owners are responsible for cleaning of pet waste after their pet, and the pets are not allowed to sit on the furniture at any moment. Each evidence on the stay of a pet on the furniture may cause additional cleaning costs. Keeping of pets in a facility is an exclusive responsibility of the guest, and owners and Euro Tours  do not take over any responsibility for a possible illness or injury that the pets might suffer during the stay. The approach to the swimming pools is strictly forbidden to the pets.

If the guest brings a pet which was not announced, the owner and/or Euro Tours retain the right to terminate the rental contract which comes into force immediately, without the notice period, and the guest is obliged to leave the facility permanently within 2 (two) hours with all the persons who stay there, and he is not entitled to demand from the owner or Euro Tours  the return of the paid accommodation price.

4.6. Noise

When selecting facilites from our our offer, we always make sure we select facilities located in good, safe and quiet areas. Despite this, we cannot guarantee that there will be no noise during the guest’s stay, because we cannot affect or control things such as traffic noise, noises from nearby construction sites etc. Neither the owner nor Euro Tours can be held responsible for noises coming from the facility’s sorroundings and the guests cannot ask for any compensation for it.

4.7. Swimming pool

In the event of the facility having a swimming pool, the guest is obligated for safety reasons to stick to every advice of the owner or Euro Tours. Using the pool is exclusively at your own risk. Children can use the pool only with an adult present.

You should take in consideration that the usage of the whirlpool is related to certain health risks and you use it at your own responsibility.

5. Features of the accommodation units

In many facilites from our offer guests have many features at their availability such as a washing machine, dishwasher, fridges, microwaves, DVD players, television sets, satellite receivers, a telephone, internet access, swimming pool etc. They can freely use these features, but Euro Tours cannot be held responsible if one of these features unexpectedly stops working during the guest’s stay. This also applies to sanitary facilities and installations.

6. Time of arrival and departure; shortening or extending your stay

After setting the total reservation cost, at least 4 weeks before arrival, travel documents will be delivered to the guest confirming that he/she is the legitimate user of the booked accomodation. These travel documents include a voucher, a description of the journey describing the accurate route to the accommodation and accurate information about where to collect the accomodation’s keys after presenting their confirmation of paying for the booking.

The guest is asked to pay attention to the contact numbers in order to be able to contact the accommodation’s owner or a Euro Tours ‘s employee working in the area. Upon arrival the guest must hand in their travel and personal documents to the person giving them the house/apartment keys, who will then register the guest by the authorities and immediately return their personal documents.

The estimated time of arrival/departure is listed in the travel documents. The time of arrival must be between 4 PM and 8 PM, while the time of departure is till 10 AM. In the case of arrival not being possible before 8 PM, the guests are obligated to notify the travel agent or person in charge of the keys, with whom they will arrange when to collect the keys.

In the event of the guests wanting to extend their stay, they are asked to inform promply their travel agent who will, if the desired period is available, gladly book them an extension of their stay.

7. Ensuring replacement accommodation and reservation cancellation by Euro Tours

In exceptional cases due to unpredictable or unavoidable circumstances, Euro Tours may give the guest appropriate replacement accommodation of equal value and quality. Euro Tours is authorized to cancel the reservation before or during the period of the guest usage of the accommodation, if unpredictable or unavoidable circumstances occur preventing the accommodation’s usage, endangering the guest or accommodation, or lessening the service’s quality to the point of it being impossible to provide the contracted service. In this case the guest will be refunded for payments already made, lessend by the cost of already-used services. In any case Euro Tours is not required to pay to the guest any compensation.

According to no. 10, paragraph 3 of the Consumer Protection Act (OG 79/07, 125/07, 79/09 and 89/09, 133/09, 78/12, 56/13 and 41/14, 110/15) we inform the users of our service that complaints or objections to the quality of our services can be submitted in writing by email to euro-tours@euro-tours.net or by mail to the headquarters address:

EURO TOURS d.o.o., Partizanska 4/1, 52440 Poreč

Please state your name, surname and address in the complaint, and we will respond to your complaint in writing within 15 days.

8. Other obligations of the guest

During their stay, it is the guest’s duty to use the accommodation owner’s property and equipment with appropriate care. They must also adjust their behaviour as not to disturb the other guests, neighbours and host. In the event of the guest not adjusting their behaviour with the house rules even after being warned, they lose their right to the booked accommodation and must leave immediately without compensation. Any damages and deficiencies caused or discovered by the guests must immediately be reported to the person in charge of the keys or the Euro Tours ‘s employee. This way damages and deficiencies will immediately be removed without lessening the quality of stay. The guest is responsible for any damages or deficiencies they’ve cause if they cannot prove that they’re not responsible. The same applies if the accommodation unit, due to damages, dirt or missing equipment cannot be submitted to the next guest for them to use. The owner will charge the guest on the spot for any damages or deficiencies.

8.1. Deposit

The deposit can be paid only in cash (as mentioned on your booking confirmation). It is necessary to pay the deposit to the owner of the house otherwise you will not receive your key.

The deposit serves as a security to the owner for caused damages in a facility. In case that the caused damage is higher than the deposited sum, the guest is obliged to pay the total damage amount to the owner. It can be considered that a damage is also a need for an additional cleaning due to the especially bad condition in which the guest returned the villa to the owner, and the owner is entitled to use a deposit to cover that damage or demand an immediate payment

If no damage is caused to the facility, the owner is obliged to return the deposited sum to the guest at the takeover of keys at the guest`s departure.

9. Complaints and compensation claims

It is the guest’s obligation to conciously handle the unit and its inventory. On the day of departure the accommodation unit must be in the same condition as it was when the guest arrived. In the event of the accommodation’s condition differing from its condition when booked, the guest must in 24 hours notify the person in charge of the keys. If visible irregularities are not reported in mentioned time, it will be thought that the unit was handed over in proper condition. If any irregularities occur during the guest’s stay, it is their obligation to act in the same way. In the event of the owner or person in charge of the keys being unable to rectify the irregularity within a reasonable period, it is the guest’s duty to inform their agent or Euro Tours ‘s employee. If the guest voluntarily leaves the facility or finds other accommodation without giving Euro Tours time to resolve the issue causing the guest’s dissatisfaction, the guest is losing their right to receive compensation regardless of whether their reasons for departure were justified or not. The person in charge of the keys and the travel agent are not authorized to approve compensation requests.

Compensation requests must be delivered to Euro Tours or your travel agent in written or in personal form within their stay in the accommodation unit with proof included (pictures, confirmation from the person in charge of the keys/travel agent, witness statements etc.). Complaints made after check out from the booked facility will not be taken into consideration. We emphasize that it is in the guest’s interest to act in good faith and show willingness to resolve their complaint during their stay and to give their written complaint to the owner on the spot, and request written confirmation that the complaint has been received. If the guest does not meet these requirements, he / she is losing his /her right to receive compensation.

Euro Tours is obligated to deliver a written decision regarding the complaint within 15 days of receiving the complaint in the same form (e-mail, ordinary mail, or personal delivery which will be replied by registered post with a return receipt). If it is neccessary, in order to gather information and verify the claims in the complaint, Euro Tours may postpone the decision deadline for another 14 days, of which it is obligated to inform the guest making the complaint in written form. Euro Tours will resolve only those complaints for which the guest provides evidence that they gave their written complaint to the service provider on the spot and that the cause could not be eliminated on the spot. Until Euro Tours reaches a decision, the guest must refrain from mediation by any other person, judicial institution or giving information to the media.

10. EURO TOURS’s obbligations

Euro Tours agrees to, on their behalf, ie on the behalf of the person in charge of the keys or local agent, give the guest for the booked period a clean and tidy accommodation unit equipped according to its description. If the unit does not match the description on the reservation, Euro Tours will do everything to ensure the removal of any deficiencies, ie to ensure replacement accommodation of equal value. In the event of this being impossible, not being acchieved in a reasonable period, or if the guest refuses the suggested replacement accommodation, Euro Tours will reimburse the guest any form of value reduction, as long as it has been undeniably established that Euro Tours is responsible for it. If the guest experiences loss or damage due to Euro Tours ‘s negligence, resulting in violation of the contract, Euro Tours accepts full responsibility for the caused damage. Euro Tours’s legal responsibility is limited to the amount of the accommodation’s price and does not include personal damages such as material and financial losses. Euro Tours will not be held responsible in the event of the losses or damages being attributed to the following causes: 

• Actions or omissions made by the guests or their companions;
• Unpredictable or inevitable failures of third parties not included in providing the service listed in the booking;
• A higher force, events or unpredictable weather conditions which could not be foreseen or avoided by Euro Tours, the travel agent or the person in charge of the keys;
• Usage of swimming pools, children’s playgrounds, any sports’ facilites (eg. a tennis court or football field, fitness centres etc.). Usage of these facilities is exclusively at the guest’s own risk;
• Damages and losses due to burglary.

The above listed causes equally apply outside the contractual obligations. Euro Tours specifically rules out responsibility for the actions of the auxiliary staff.

11. Travel documents

When travelling to the Republic of Croatia, the guest must have a valid personal travel document (a passport or identification card, depending on the guest’s country of origin) not only for themselves, but for any other users of the accommodation. Furthermore, it is the guest’s duty to check whether visa is required to enter Croatia or any countries on their way, obtain one on time, as well as respect the customs and currency regulations of the Republic of Croatia and any countries on their way.

12. The jurisdiction of the court

The parties commit to seek to resolve any disputes by mutual agreement, and if this is not possible, in the event of a legal dispute the court in Pazin has jurisdiction and the law of the Republic of Croatia is applied.

end

Villsy d.o.o. travel agency – General terms and conditions

1. THE SUBJECT OF THE CONTRACT

The subject of this contract is the settlement of relations between the travel agency  Villsy d.o.o., Kastavska 18, HR-52000 Pazin, OIB: 17191292654, Tel. +385 91 585 2596, e-mail info@villsy.com (hereinafter referred to as VILLSY) on its name and on behalf of the contractual lessor on one side, and for the accommodation user (hereinafter the guest) on the other side, during the process of booking accommodation from the offer of the Web page www.villsy.com.

2. RESERVATION AND CONCLUDING THE CONTRACT

The contract between the guest and VILLSY comes into force with the binding reservation (verbally, in writing or by e-mail). From that moment onward, the rights and obligations of the contractual parties are regulated by these General Terms of Business and apply to the guest and VILLSY. Confirmation of reservation will be immediately delivered to the guest by e-mail. In the event of the confirmation differing from the requested reservation, by paying the received reservation the guest confirms that they accept the terms listed in the confirmation. VILLSY may without obligation accept any kind of special demand (i.e. request), but the request is not legally binding for VILLSY and will be fulfilled only if VILLSY has issued a written confirmation. In the event of payment arrangements not being made according to Article 3.2, the reservation may be cancelled, with VILLSY having no obligation towards the guest.

3. PRICES AND TERMS OF PAYMENT

3.1 Accommodation price

The prices published on the Web page www.villsy.com are expressed in EUR and apply to the price of daily accommodation per accommodation unit in the corresponding price season. The published prices are valid from the moment of refreshing data on the Web page, i.e. from the moment of publication of a new brochure. In accordance with Article 3.5 about the price change, the price valid at the moment of the reservation is applied. If the facility contains several identical accommodation units with the same description and prices, in the facility’s description the total number of such units will be listed, but only one of them will be described. It is not compulsory for special offers to apply to all accommodation units of the same type. Any additional services requested by the guest (e.g. extra cleaning, phone expenses, bike hire etc.) are not included in the price and must be paid on the spot to the person in charge of the facility’s keys or to a VILLSY employee. The accommodation prices (UNLESS OTHERWISE SPECIFIED) include: the usual consumption of electricity, heating in winter and air-conditioning in summer, water consumption, gas consumption (if available), final cleaning, bedding, bath towels and tourist tax.

3.2 Payment

Regardless of whether the reservation has been made directly by the guest, or through a partner agency, upon receiving confirmation of the reservation the guest/agency has to make an advance payment of 30% within the next 2 days, thus definitely confirming the booking. The balance of the total amount has to be paid at least 60 days before arrival. For reservations made within 60 days before arrival, the total amount of the reservation must be paid in the next 24 hours. Payment of reservations made within 60 days before arrival must be reconfirmed by written confirmation (e-mail) of the made payment. VILLSY reserves the right to request a valid credit card number from the guest as a payment guarantee. In the case of the guest not sticking to the payment deadlines, the reservation may be cancelled.

3.3 Reservation cancellation

In the event of the guest cancelling the reservation, the following cancellation fees will be charged:
Reservation cancellations notified till 60 days before arrival: 30% of the total reservation cost is charged
Reservation cancellations notified between 59 and 31 days before arrival: 50% of the total reservation cost is charged
Reservation cancellations notified between 30 days before arrrival or NO SHOW: 100% of the total reservation cost is charged.
The day when the cancellation notice has been received is considered the cancellation date (if it happens to be a holiday or Sunday, it will be the next working day). In case of a no-show or unannounced delayed arrival, VILLSY keeps the total reservation amount.

3.4 Reservation change

On the guest’s request, the reservation may be changed in terms of change of date, accommodation unit, accommodation type or names of persons. Any change made lately 60 days before using the service will be charged 20 € along with applying the rules from Article 3.3 in the event of changing accommodation units.

3.5 Price change

When selecting our facilities, special attention is paid to service description and price calculation. However, despite this, we are unable to exclude the possibility of price and service changes. In the event of such changes, the guest will be notified when booking or, at the latest, upon receiving a booking confirmation. The items written on the booking confirmation are final. It is unlikely that any changes will occur after the booking confirmation, but we cannot entirely exclude not even this possibility. In the event of any significant changes occurring, the guest has the right to cancel the reservation with no charges being made within 7 days of being notified. Payments already made will be refunded. VILLSY has the right to change prices up to 22 days before arrival, due to an increase or introduction of fees or taxes on certain services, or due to significant changes in the rate of exchange after concluding the reservation. The guest also has a right to cancel the reservation in the event of a price increase of more than 10%, under the same conditions listed in the previous article.

4. ACCOMMODATION FROM OUR OFFER

VILLSY’s accommodation offer consists of units owned by our contractual partners – lessors on whose account VILLSY sells capacities on the tourism market.

4.1 Maximum number of people

The accommodation units from our offer may only be accommodated by the maximum number of people listed in the description of the reserved accommodation unit posted on VILLSY’s Web pages. The same applies to children, regardless of their age, with the exception of facilities allowing another child under the age of four free of charge. The guest is asked to mention this fact while booking. It is also forbidden to place tents or caravans on the land belonging to the facility. In the event of exceeding the maximum number of people or placing a tent or caravan on the facility’s land, the owner may charge a fee per extra person or remove the extra people from the estate, i.e. demand the removal of the tent or caravan. If the guest ignores the request, everyone will be removed from the estate and no refund will be made.

4.2 Size of the facility

Our associates have personally visited each facility in our offer. With listed facility sizes it is always about external dimensions and consequently, there’s a possibility that the internal dimensions may be up to 15% smaller than the ones listed.

4.3 Pets, bugs and Allergies

Despite thorough cleaning and maintenance of our facilities, occasionally a bug or mouse may be found that got there from their natural habitat where the house is located. VILLSY cannot be held responsible for this. Although pets are not allowed in all facilities, this does not mean there have never been any pets in the booked facilities. VILLSY does not take any responsibility for the guest’s allergic reactions in certain facilities.

4.4 Noise

When selecting facilities from our offer, we always make sure we select facilities located in good, safe and quiet areas. Despite this, we cannot guarantee that there will be no noise during the guest’s stay because we cannot affect or control things such as traffic noise, noises from nearby construction sites etc. Neither the owner nor VILLSY can be held responsible for noises coming from the facility’s surroundings.

4.5 Swimming pool

In the event of the facility has a swimming pool, the guest is obligated for safety reasons to stick to every advice of the owner or VILLSY. Using the pool is exclusively at your own risk. Children can use the pool only with an adult present. It is strictly forbidden for pets the use the swimming pool.

4.6 Youth groups (till 25,99 years of age)

In case that at the arrival is determined that a youth group has arrived in a house which doesn’t allow such groups (clearly stated in the description of the house on the VILLSY’s website) following rules will be applied:

The breakage deposit will be increased to 150,- € per person – to be paid in cash on the spot.

The guests have to strictly respect the house rules which they will find in the house with an emphasis that loud music and parties are forbidden during the whole day and night. The house rules will be sent to the client on request.

In case the clients should not respect the house rules, the owner of the house will warn them only once. In case the clients should continue not to respect the house rules or cause material damage in the house, the house owner has the right to ask the clients to live the property without the return of the deposit, nor the paid amount for the accommodation.

5. FEATURES OF THE ACCOMMODATION UNITS

In many facilities from our offer guests have many features at their availability such as a washing machine, dishwasher, fridges, microwaves, DVD players, television sets, satellite receivers, a telephone, internet access, swimming pool etc. They can freely use these features, but VILLSY cannot be held responsible if one of these features unexpectedly stops working during the guest’s stay. This also applies to sanitary facilities and installations.

6. TIME OF ARRIVAL AND DEPARTURE; SHORTENING OR EXTENDING YOUR STAY

After settling the total reservation cost, the travel documents will be delivered to the guest confirming that he/she is the legitimate user of the booked accommodation. These travel documents include a voucher, a description of the journey describing the accurate route to the accommodation and accurate information about where to collect the accommodation’s keys.
The guest is asked to pay attention to the contact numbers in order to be able to contact the accommodation’s owner or a VILLSY’s employee working in the area. Upon arrival, the guest must hand in their travel and personal documents to the person giving them the house/apartment keys, who will then register the guest with the authorities and immediately return their personal documents. The estimated time of arrival/departure is listed in the travel documents. The time of arrival must be between 4 PM and 8 PM, while the time of departure is 10 AM. In the event of arrival not being possible before 8 PM, the guest is obligated to notify the travel agent or person in charge of the keys, with whom they will arrange when to collect the keys. In the event of the guest wanting to extend their stay, they are asked to promptly inform their travel agent who will, if the desired period’s available, gladly book them an extension of their stay.

7. ENSURING REPLACEMENT ACCOMMODATION AND RESERVATION CANCELLATION BY VILLSY

In exceptional cases due to unpredictable or unavoidable circumstances, VILLSY may give the guest appropriate replacement accommodation of equal value and quality. VILLSY is authorized to cancel the reservation before or during the period of the guest using the accommodation, if unpredictable or unavoidable circumstances occur preventing the accommodation’s usage, endangering the guest or accommodation or lessening the service’s quality to the point of it being impossible to provide the contracted service. In this case, the guest will be refunded for payments already made, lessened by the cost of already-used services. In any case, VILLSY is not required to pay the guest compensation.

8. OTHER OBLIGATIONS OF THE GUEST

During their stay, it is the guest’s duty to use the accommodation owner’s property and equipment with appropriate care. They must also adjust their behaviour as not to disturb the other guests, neighbours and host. In the event of the guest not adjusting their behaviour to the house rules even after being warned, they lose their right to the booked accommodation and must leave immediately without compensation. Any damages and deficiencies caused or discovered by the guests must immediately be reported to the person in charge of the keys or the VILLSY employee. This way damages and deficiencies will immediately be removed without lessening the quality of stay. The guest is responsible for any damages or deficiencies they’ve caused if they cannot prove that they’re not responsible. The same applies if the accommodation unit, due to damages, dirt or missing equipment cannot be submitted to the next guest for them to use. The owner will charge the guest on the spot for any damages or deficiencies.

8. DEPOSIT

The deposit can be paid only in cash (as mentioned in your booking confirmation). It is necessary to pay the deposit otherwise you will not receive your key. The deposit is a security retainer and will be refunded in cash upon proper return of the rental property. 

9. COMPLAINTS AND COMPENSATION CLAIMS

It is the guest’s obligation to consciously handle the unit and its inventory. On the day of departure, the accommodation unit must be in the same condition as it was when the guest arrived. In the event of the accommodation’s condition differing from its condition when booked, the guest must immediately notify the person in charge of the keys. If visible irregularities are not reported immediately after arriving, it will be thought that the unit was handed over in proper condition. If any irregularities occur during the guest’s stay, it is their obligation to act in the same way. In the event of the owner or person in charge of the keys being unable to rectify the irregularity within a reasonable period, it is the guest’s duty to inform their agent or VILLSY’s employee. If the guest voluntarily leaves the facility or finds other accommodation without giving VILLSY time to resolve the issue causing the guest’s dissatisfaction, the guest loses their right to receive compensation regardless of whether their reasons for departure were justified or not. The person in charge of the keys and the travel agent are not authorized to approve compensation requests. Compensation requests must be delivered to VILLSY or your travel agent in written form to info@villsy.com within one week after using the accommodation unit with proof included (pictures, confirmation from the person in charge of the keys/travel agent, witness statements etc.). Complaints made after the one-week deadline will not be taken into consideration. We emphasize that it is in the guest’s interest to act in good faith and show a willingness to resolve their complaint during their stay and to give their written complaint to the owner on the spot and request written confirmation that the complaint has been received. If the guest does not meet these requirements, they lose their right to receive compensation. VILLSY is obligated to deliver a written decision regarding the complaint within 21 days of receiving the complaint in the same form (e-mail, ordinary mail or personal delivery which will be replied to by registered post with a return receipt). If it is necessary in order to gather information and verify the claims in the complaint, VILLSY may postpone the decision deadline for another 14 days, of which it is obligated to inform the guest making the complaint in written form. VILLSY will resolve only those complaints for which the guest provides evidence that they gave their written complaint to the service provider on the spot and that the cause could not be eliminated on the spot. Until VILLSY reaches a decision, the guest must refrain from mediation by any other person, judicial institution or giving information to the media.

10. VILLSY’S OBLIGATIONS

VILLSY agrees to, on their behalf, i.e. on the behalf of the person in charge of the keys or local agent, give the guest for the booked period a clean and tidy accommodation unit equipped according to its description. If the unit does not match the description on the reservation, VILLSY will do everything to ensure the removal of any deficiencies, i.e. to ensure replacement accommodation of equal value. In the event of this being impossible, not being achieved in a reasonable period or if the guest refuses the suggested replacement accommodation, VILLSY will reimburse the guest any form of value reduction, as long as it has been undeniably established that VILLSY is responsible for it. If the guest experiences loss or damage due to VILLSY ‘s negligence, resulting in a violation of the contract, VILLSY accepts full responsibility for the caused damage. VILLSY’s legal responsibility is limited to the amount of the accommodation’s price (during which everyone’s claims are paid together) and does not include personal damages such as material and financial losses. VILLSY will not be held responsible in the event of the losses or damages being attributed to the following causes:
– Actions or omissions made by the guest or their companions;
– Unpredictable or inevitable failures of third parties not included in providing the service listed in the booking;
– A higher force or events which could not be foreseen or avoided by VILLSY, the travel agent or the person in charge of the keys;
– Using swimming pools, children’s playgrounds, any sports facilities (e.g. a tennis court or football field, fitness centres etc.). Use of these facilities is exclusively at the guest’s own risk; – Damages and losses due to burglary.
The above listed causes equally apply outside the contractual obligations. VILLSY specifically rules out responsibility for the actions of the auxiliary staff.

11. TRAVEL DOCUMENTS

When travelling to the Republic of Croatia, the guest must have a valid personal travel document (a passport or identification card, depending on the guest’s country of origin) not only for themselves but for any other users of the accommodation. Furthermore, it is the guest’s duty to check whether a visa is required to enter Croatia or any countries on their way, obtain one on time, as well as respect the customs and currency regulations of the Republic of Croatia and any countries on their way.

12. PERSONAL DATA PROTECTION

The guest provides personal information (name and surname, address, telephone number and email address) on his/her own free will. Personal information is required for processing requested services. The same information shall be used for further inter-communication (eg. sending an informative offer, a binding offer/confirmation of the booking, payment details, notice about the received payment and notice about the travelling documents). VILLSY is under obligation that the personal information of the guest will not be taken out of the country or given to a third party except for the partners/providers of booked services. The personal information of the guest will be kept in a database in accordance with the Management’s decision on the method used for collecting, processing and securing personal information.

With the acceptance of these General Terms, the guest gives permission for his/her personal information to be used for promotional offers of the Agency. The guest can anytime request to be unsubscribed and to have his personal data deleted from VILLSY’s database by sending an “unsubscribe” Email to info@villsy.com.

A complaint on the usage of the personal information for promotional purposes will not have any effect on booking or realisation of the requested services.

13. The jurisdiction of the court

The parties commit to seek to resolve any disputes by mutual agreement, and if this is not possible, in the event of a legal dispute the court in Pazin has jurisdiction and the law of the Republic of Croatia is applied.