GoToAdria Terms and conditions - Villsy

Terms and conditions of accommodation service

  1. General Terms
    These General Terms and travel regulations are a component part of the Agreement, in
    other words the voucher, between Vincere Simul d.o.o., Put Makra 87, 21 300 Makarska,
    ID code: HR-AB-21-060280290 (hereinafter: the Agency) and the travel contractor
    (hereinafter: the Traveller). All the information and terms in the program and these
    General Terms are binding for both the Agency and the Traveller.
  2. 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 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 mobilisation, country exit ban).
  3. Reservations and payment
    Inquires and accommodation reservations can be made via e-mail, in writing or in person
    at any of the Agency’s branch offices as well as at the offices of our partner travel
    agencies. By confirming a reservation, the Traveller 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 Traveller and the Agency.
    The Agency provides the Traveller with the appropriate materials in electronic form,
    presenting all relevant information regarding the trip, and provides or points out the
    general terms and conditions of the trip which are an integral part of this Agreement, as
    well as offers a travel insurance package. The Traveller is obligated to provide any
    information required for the reservation process. A deposit is required depending on the
    chosen payment method. The balance payment is due at least 30 days before arrival
    unless otherwise specified upon booking confirmation.
    Note for payments made from abroad – This method of payment refers exclusively to
    foreign clients. It is necessary to transfer the value of the reservation to the foreign
    account of the agency. The payers and recipients bank transfer fees are covered entirely
    by the client.
    The service provider reserves the right to withhold service to the Traveller if the Traveller
    brings a pet to the accommodation without previously notifiying the Agency or the service
    provider. In this case, the Agency is not obligated to accept complaints made by the
    Traveller 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.
  4. Sojourn tax
    According to the Law on sojourn tax of the Republic of Croatia, if stated on the invoice,
    the Traveller is obligated to pay the sojourn tax along with his/her accommodation
  5. 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 which are not
    included in the base price of the accommodation (marked “on request” in the description
    of the accommodation unit or Price List/Rates or additional services that are available
    through prior notification and additional payment) and as such are to be paid by the
    Traveller 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 and bedding items, final cleaning and other added
    services which are noted in the description of each accommodation unit. The Traveller is
    obligated to leave the premises clean and tidy before departure, regardless of the final
    cleaning charge set by the proprietor. Final cleaning includes washing and stacking of
    dishes, trash removal and sweeping all the rooms in the accommodation unit so that the
    accommodation unit is left neat and tidy. You should also bring the toilet paper (apart
    from when you’re staying at a hotel).
    The service rates are stated in Euros. The Agency reserves the right to change the
    published rates. Travellers 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. Should rate changes occur prior to the deposit
    being paid, the Agency is obligated to inform the Traveller of these changes. All involved
    parties accept that the Agency reserves the right of changing the rates no later than 20
    days prior to the beginning of the service if the following occurred after the reservation
    confirmation: changes in the foreign exchange rate, Should the price of the paid
    reservation amount increase for more than 10 %, the Traveller has the right to cancel
    his/her reservation and is also entitled to a refund without any additional compensation.
    The rates listed in our offers and programs are formed according to agreement made
    with our contractors and do not necessarily match the rates stated on the spot at the
    accommodation unit in which the Traveller resides. Possible differences in rates cannot
    be subject to complaint.Should the number of people arriving to the reserved
    accommodation unit exceed the number indicated on the travel documents (voucher),
    the service provider has the right to withhold service to unannounced Travellers or
    accommodate all Travellers provided that additional payment for the unannounced
    Travellers is made on the spot. In this case, the agency does not acknowledge any
    complaints for quality or services provided at the booked accommodation.
  6. 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 the accommodation, food, services and the like vary
    depending on the destination/country and are not subject to comparison. The information
    provided to the Traveller at the point of sale does not obligate the Agency any more than
    the information stated on the web pages of or in the catalogue or
    other printed materials of the Agency.
    A parking place is secured only if the service provider has one available parking space
    for each accommodation unit on the premises or in its vicinity. A secured parking place
    does not necessarily mean that it is located in the yard of the premises, in a guarded,
    fenced or covered area.
    Accommodation that is wheelchair accessible, but not necessarily completely
    adapted must possess the following characteristics:
  1. Obligations of the Agency
    The Agency’s obligation is providing services as well as selecting the service provider
    while taking into consideration the rights and interests of Travellers in accordance with
    the traditions of the tourism industry. The Agency will fulfil all the abovementioned
    obligations as described, except in circumstances beyond its control (Article 2) in which
    the Agency will proceed as stated in Article 12.
  2. Obligations of the Traveller
    The Traveller is obligated to:
  1. The Traveller’s right to changes and cancellations
    In the event the Traveller 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 Traveller 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 Traveller cancels a
    confirmed reservation of a private accommodation up to 72 hours after making the
    payment, provided that there is at least 31 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 Traveller within 7 working days. Only valid for one
    cancelled reservation.
    In the event that the Traveller 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 following conditions will apply:
  1. Travel insurance
    The cost of the trip does not include the travel insurance “package”: insurance against
    accidents and illnesses that may occur during the trip, damage or loss of luggage or
    voluntary health insurance. Should the Traveller request additional insurance,
    arrangements can be made directly with the insurance company or at the Agency itself
    wherein the Agency acts only as a mediator. Please read the insurance Terms and
    Conditions carefully before purchase.
    The cost of the trip does not include cancellation insurance. Should the Traveller, during
    the reservation process suspect that due to certain reasons he might cancel his trip the
    agency recommends purchase of cancellation insurance. Cancellation insurance cannot
    be paid for after the reservation has been made, only during the booking process.
    Should the Traveller not have cancellation insurance and is unable to travel the Agency
    reserves the right to refund the Traveller according to the cancellation terms listed in
    Article 9 of this Agreement. In the event of a reservation cancellation, visa application
    costs and other travel document costs are non-refundable even if the Traveller has
    cancellation insurance. If the Traveller has a cancellation insurance policy, the Traveller
    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. All other insurance terms and conditions are enclosed with the
    insurance policy and the Agency recommends that Travellers read them more carefully.
  2. Luggage/baggage
    Each Traveller 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 (renting a safe if possible or buying
    an insurance package which would include luggage insurance is recommended). Lost or
    stolen luggage is to be reported to the accommodation service provider or to the relevant
    police station.
  3. The Agency’s right to changes and cancellations
    The Agency reserves the right to make changes of reservations in the event of
    circumstances which cannot be predicted, avoided or eliminated (see Article 2). A
    reserved accommodation unit can only be changed with prior notification to the Traveller
    for an accommodation unit of the same category or of a higher category and at the price
    at which the Traveller 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 Traveller for the difference
    in agreement with the Traveller. In the event a replacement accommodation unit cannot
    be arranged, the Agency reserves the right to cancel the reservation and notify the
    Traveller prior to the beginning of the service and guarantees a full refund of the paid
    amount. If the Agency cancels a reservation, the Traveller 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
    Traveller with information on possible alternative arrangements which are not a part of
    the Agency’s offer and will refund the Traveller with the full amount paid for the
  4. Handling/filing complaints
    Each Traveller – reservation holder has a right to file a complaint if the paid services wes
    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 to inform the Agency
    office by email at or by phone at +385 (0) 91 787 0030 or +385 (0)
    91 787 0030 .The Traveller 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 Traveller 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 accommdoation for the Traveller, the
    Traveller 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 Traveller 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 Traveller 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 or
    by post mail no later than 8 days following the return of the Traveller from his/her trip.
    The Agency shall only take into consideration fully documented complaints which 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 Traveller 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 Traveller’s
    right to be compensated for ideal damages.
    If the Traveller is not satisfied with the answer from the organizer, and has used services
    from an agency that is a member of UHPA and complined with the above mentioned
    guidelines for the implementation process of the complaint, the Traveller can appeal to
    arbitrage UHPA. In accordance with the Rules of Arbitration, the entire process should
    be completed within a month . During this process the organizer will either agree on the
    damages or the Traveller will with a small fee, learn that even in court, to which the
    Traveller can still appeal, there is almost no chance of winning the lawsuite.
    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 Travellers 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 Traveller decides to book the special LAST MINUTE deal, then he accepts all risks
    of such travel. These journeys include uncertainty of facts upon which the agency can
    not influence, and the Traveller primarily due to the price accepted such a trip and
    therefore has no right of complaint to the agency.
  5. Personal information security
    The Traveller provides personal information of 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
    Traveller 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 Traveller gives permission for his/her personal information to be
    used for promotional offers of the Agency.
  6. Note
    Paying a deposit or payment in full signifies that the Traveller fully comprehends and
    accepts the aforementioned terms. Voditelj poslovnice: Ivan Perkuslc
  7. Court jurisdiction
    The Traveler and the Agency will aim to settle possible law suits in the application of this
    Agreement and if an agreement cannot be reached the issue will become subject to the
    decision of the Makarska Court jurisdiction, under the authority of the laws of the
    Republic of Croatia.

08.02.2021 by GoToAdria