GENERAL
CONDITIONS:
§
PRIVATE
ACCOMMODATION (APARTMENTS, ROOMS, BUNGALOWS, VILLAS)
§
AGROTOURISM
GENERAL TERMS
This General conditions are component part of the
Agreement (Voucher) for provision of the services in the private
accommodation and agrotourism which has been contracted between:
Prestige TOURS-a, V. Nazora 9, HR-22 000 Šibenik, ID CODE:
HR-AB-22-15010005117, COMPANY NOUMBER: 92594000 (hereinafter:
agency) and the contractor of the accommodation service
(hereinafter: guest). This General conditions are binding for both
the agency and the guest, unless determined otherwise.
THE ELEMENTS OF THE
OFFER
Agency ensures the service in accordance with informations,
description and schedule published and valid at the moment of the
booking, that is, in accordance with the confirmed reservation,
except in circumstances of force majeure.
categorization and service standards
Accommodation standards, as well as the food standards, or
some other service standards in certain places and countries vary,
and are not subject to comparsion, therefore the indicated category
of the accommodation unit by «Prestige TOURS» is in accordance with
the category which has been determined and approved by the competent
body according to the official categorization of the certain country
where the accommodation unit is situated, and which is in force at
the moment of booking, and therefore, it indicates a certain
accommodation service standard
exclusively on the territory and in accordance with the
criteria of the country in which the accommodation unit is situated.
service rates
The price of accommodation which is indicated beside the
accommodation unit includes the so-called «basic service». Possible
special or additional services are those which are not included in
the price of the accommodation, and are available through the
additional payment and exclusively through the prior notification at
the moment of booking – additional payment is being done during the
booking or on the spot - in dependance of the agreed terms. The
service rates are listed in EUR-.
„Prestige TOURS“ reserves the right to change the already listed
rates. Agency guarantees the service rate to the guests who had
already paid the advance money for a certain reservation, listed in
the calculation on basis of which the deposit was paid. Should the
change of the rate occur prior to the payment of the advance money,
the agency is obligated to inform the guest about this change.
Should the noumber of the persons (including also infants and
children) in the booked accommodation unit exceed the noumber
indicated on the voucher, service provider has the right to withold
accommodation to the unannounced guests or allow their stay on basis
of the additional payment for the unannounced guests directly on the
spot. Rates listed in our offers and programs are based on
agreements made with our business partners and do not necessarily
match the rates available or listed on the spot at the accommodation
unit in which the guest resides, therefore possible differences in
rates can not be subject to complaint.
sojourn tax
The sojourn tax is in depandance on destination and
period, and is in accordance with the law of the country in which
the accommodation unit is situated. According to the Law on sojourn
tax of the Republic of Croatia now in force, guest is obliged to pay
the sojourn tax along with the payment of the accommodation service,
therefore the sojourn tax is caluculated in accommodation price and
its amount will be specifed on the bill, unless contracted
otherweise. In countries where according to law the sojourn tax is
paid on the spot – the tax will not be included in the calculation
and guest is obliged to pay the tax upon the arrival in the
accommodation unit.
RESERVATION AND PAYMENT
Inquires and reservations of the accommodation can be made by
e-mail, fax or in person at the „Prestige TOURS“ office.
Agency ensures the accommodation according to the informations,
description and schedule listed in the confirmed reservation, except
in the circumstances of the force majeure or exceptional
circumstances.
Guest is obliged to give thrutful and complete data which is
required by the reservation process. The advance money (or deposit)
in the amount of 30-50 % from the total price must be paid for
confirmation of the reservation – the excat amount depands upon the
chosen payment model. Note for payment with credit car – the amount charged will be
expressed in HRK (CROATIAN KUNA) according to the exchange rate of
Zagrebačka banka on the billing day or in EUR (Euro). Dictating
one's credit card noumber by way of remote communication signifies
that guest fully accepts these General conditions. In case of
payment in installments, the conditions of the chosen and approved
model of the payment in installments will be presented to the guest
at the moment of payment. Apart from the 2. payment model – agency
is not obliged to give any contact informations about the service
provider – till the total amount is paid to the agency. By
confirming the reservation, guest also confirms that he/she is aware
of the General conditions and fully accepts these terms which are
then legally binding for both – the guest and the agency.
Reservation
payment models (unless
contracted otherweise):
1. MODEL
30% of the accommodation price according to the confirmed
inquiry.
70% of the accommodation price on the beginning date of the
service, that is, upon arrival at the PRESTIGE TOURS office
(immediately before beginning of the service).
2. MODEL
100% of the accommodation price according to the confirmed
inquiry with possibility of arrival directly into the accommodation
unit.
(obligatory
if the arrival date is in less than 7 daYS) 3.
MODEL
50% of the accommodation price according to the confirmed
inquiry.
50% of the accommodation price on the beginning date of the
service, that is, upon arrival at the PRESTIGE TOURS office
(immediately before beginning of the service).
MUTAL RIGHTS AND OBLIGATIONS
The guests
right to changes and cancellations of the
reservation
In the case that the guest wishes to change or cancel a
reservation by his/her demand, he/she must do it in writing (by
e-mail or by fax). Change can refer to the noumber of persons or
names of the service users, or change of beginning/end date of
commenecment/termination of the service no later than 30 days prior
to the commenecment of the service. The first change of the
reservation, if possible without additional expenses, will be done
free of charge. For each additional change of the reservation - fee
of 15 EUR per change will be charged. Change of the reserved
accommodation unit and any change within 30 days before the
beginning of the reservation as well as for duration of the service
will be considered as a cancelled reservation. In case of the
cancellation of the confirmed reservation, once paid advance money
will not be returned to the guest. Agency offers to the guest a
possibility of finding a new Guest – user for the same reservation
if possible (depands on the capacity and other circumstances). In
this case agency will charge only the actual costs of the
replacement. The new reservation holder assumes all of the
obligations from this conditions. Cancellation of the reservation
resulting from the force majeure or exceptional circumstances
requires a written confirmation from the guest issued by the
competent body, while the Prestige TOURS“ calculates only the actual
- already made costs. If guest does not arrive till the time
indicated on the voucher on the beginning date of the service, and
did not inform the agency or service provider (possible option only
at 2. model),
reservation will be considered as cancelled, and agency will not
return the advance money. Agency does not reimburse the costs of the
travel documents or visas conected with the cancelled reservation
.
The agency's right to changes and
cancellations of the
reservations
The agency reserves the right to make changes
regarding the reservations in case of exceptional circumstances
which can not be predicted, avoided or removed. A reserved
accommodation unit can be switched only with the prior notification
to the guest for an accommodation unit in the same or higher
category at the price of the confirmed reservation. If the
replacement accommodation is only possible in a unit of the higher
category with 15% higher price then the reserved one, agency
reserves the right to charge the difference after consulting the
guest first. In the case that replacement of the reserved
accommodation unit can not be arranged, agency reserves the right to
cancel the reservation with the prior notification to the guest at
least 7 day before the beginning of the service and also guarantees
the return of total amount paid to the agency by the guest. In the
case that agency cancells the reservation guest is not entitled to
compensation from the agency, that is, agency is only obliged to
return the amount already paid to 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 guest
with information on the possibility of an alternative arrangement
which is not part of the Agency's offer or will refund the guest for
the full amount paid for the reservation.
Obligations
of the agency
The obligation of the agency is a provision of the
conctracted services, as well as taking care of guest's rights and
interests in accordance with the traditions in tourism industry. The
Agency will fulfill all the abovementioned obligations as described
and contracted, except in the circumstances of the force majeure or
exceptional circumstances.
Obligations
of the guest
The guest is obligated: to posses all necessary and valid
travel documents; respect customs and foreign exchange regulations
of the destination country; respect house rules and cooperate with
service provider in well-intentioned manner; enquire health policy
of the destination country – obligatory possesion of the vaccination
document; to give service provider a document (Voucher); guest is
also obliged to enquire whether he/she needs visa for a destination
country as well as neighboring countries. If guest does not follow
this regulations he/she will be held responsible for any expenses or
damages. By confirming a reservation the guest is obliged to pay the
service provider any damage caused by the guest directly on the
spot.
HANDLING COMPLAINTS
Immediately, at the day of the arrival, guest is obliged
to file a complaint to the service provider (owner of the
accommodation unit etc.) and inform the agency office in Šibenik.
Guest is obliged to cooperate with the service provider and the
agency in well-intentioned manner to help resolve the cause of the
complaint. If the guest accepts the offered solution which responds
to the paid service, agency is not obliged to take the additonal
complaints in consideration. If the problem is not resolved on the
spot following an intervention, the guest is obligated to submit a
written complaint along with supporting documents and photos to
support the complaint to the agency by e-mail, fax or post, no
later than 8 day following the return of the guest from his/her
trip. Until a decision has been made, max. 30 days after the
complaint has been filed, the guest relinquishes the right to
involve the third party, that is, any other institution, or
releasing the informations to the media. In this period guest also
relinqushes the right to file suit. The highest amount of the
compensation per complaint
can reach max. The amount of the complaint portion of the
service and cannot encompass the used portion of the service, that
is, the total amount of the service. This excludes the guest's right
to be compensated for ideal damage.The agency cannot be held
responsible for climate conditions, cleanliness and temperature of
the sea or other similar situations and events which can cause
dissatisfaction of the guest, and are not directly regarding the
quality of the reserved accommodation unit.
GUEST'S BELONGINGS
„Prestige TOURS“ is not responsible for demaged, destroyed or
lost luggage, valuables and other personal belongings of the guest
in the accommodation unit (rent of safe if possible - is
reccommended). Lost baggage or stealing must be reported to the
service provider and local police authorities.
PROTECTION OF PERSONAL DATA
Guest provides personal data of his/her own free will.
Personal data is required during the reservation process and during
provision of the service. It will be also used for a mutal
communication. Agency is obliged not to give personal data to the
third party or abroad, that is, only in order to provide services.
Guest gives the permisson for his/her personal data to be used for
promotional purposes of the agency.
COURT
JURISDICTION
The guest and the agency will aim to settle possible law
suits in the application of this Agreement and if an agreement can
not be reached, the issue will become subject to the decision of the
court in Šibenik and under the authority of laws of the Republic of
Croatia.
NOTES
This General conditions are valid exclusively for a
reservation of the accommodation unit provided by Prestige TOURS
directly, while for the
units where Prestige TOURS is representative for other touroperator
or agency, general conditions of the certain touroperator/agency
will be in force. This General conditions are valid for reservation of
the accommodation service regardless of destination. This general
conditions are valid for reservation of accommodation, unless
contracted otherweise. The payment of the advance money or the total
amount and confirmation of the reservation implies that the guest
fully accepts this General conditions.
§
HOTELS
§
TOURIST
RESORTS
§
SPA
& WELLNESS
CENTRES
GENERAL TERMS
This General conditions are component part of the
Agreement (Voucher) for provision of the services in hotels, tourist
resorts, spa and wellness centres which has been contracted between:
Prestige TOURS, V. Nazora 9, HR-22 000 Šibenik, ID CODE:
HR-AB-22-15010005117, COMPANY NOUMBER: 92594000 (hereinafter:
agency) and the contractor of the accommodation service
(hereinafter: guest). This General conditions are binding for both
the agency and the guest, unless determined otherwise.
THE ELEMENTS OF THE
OFFER
Agency ensures the service in accordance with informations,
description and schedule published and valid at the moment of the
booking, that is, in accordance with the confirmed reservation,
except in circumstances of force majeure.
categorization and service standards
Accommodation standards, as well as the food standards, or
some other service standards in certain places and countries vary,
and are not subject to comparsion, therefore the indicated category
of the accommodation unit by «Prestige TOURS» is in accordance with
the category which has been determined and approved by the competent
body according to the official categorization of the certain country
where the accommodation unit is situated, and which is in force at
the moment of booking, and therefore, it indicates a certain
accommodation service standard
exclusively on the territory and in accordance with the
criteria of the country in which the accommodation unit is situated.
service rates
The price of accommodation which is indicated beside the
accommodation unit includes the so-called «basic service». Possible
special or additional services are those which are not included in
the price of the accommodation, and are available through the
additional payment and exclusively through the prior notification at
the moment of booking – additional payment is being done during the
booking or on the spot - in dependance of the agreed terms. The
service rates are listed in EUR-.
„Prestige TOURS“ reserves the right to change the already listed
rates. Agency guarantees the service rate to the guests who had
already paid the advance money for a certain reservation, listed in
the calculation on basis of which the deposit was paid. Should the
change of the rate occur prior to the payment of the advance money,
the agency is obligated to inform the guest about this change.
Should the noumber of the persons (including also infants and
children) in the booked accommodation unit exceed the noumber
indicated on the voucher, service provider has the right to withold
accommodation to the unannounced guests or allow their stay on basis
of the additional payment for the unannounced guests directly on the
spot. Rates listed in our offers and programs are based on
agreements made with our business partners and do not necessarily
match the rates available or listed on the spot at the accommodation
unit in which the guest resides, therefore possible differences in
rates can not be subject to complaint.
sojourn tax
The sojourn tax is in depandance on destination and
period, and is in accordance with the law of the country in which
the accommodation unit is situated. According to the Law on sojourn
tax of the Republic of Croatia now in force, guest is obliged to pay
the sojourn tax along with the payment of the accommodation service,
therefore the sojourn tax is caluculated in accommodation price and
its amount will be specifed on the bill, unless contracted
otherweise. In countries where according to law the sojourn tax is
paid on the spot – the tax will not be included in the calculation
and guest is obliged to pay the tax upon the arrival in the
accommodation unit.
RESERVATION AND PAYMENT
Inquires and reservations of the accommodation can be made by
e-mail, fax or in person at the „Prestige TOURS“ office.
Agency ensures the accommodation according to the informations,
description and schedule listed in the confirmed reservation, except
in the circumstances of the force majeure or exceptional
circumstances.
Guest is obliged to give thrutful and complete data which is
required by the reservation process. The advance money (or deposit)
in the amount of 30-50 % from the total price must be paid for
confirmation of the reservation – the excat amount depands upon the
chosen payment model. Note for payment with credit car – the amount charged will be
expressed in HRK (CROATIAN KUNA) according to the exchange rate of
Zagrebačka banka on the billing day or in EUR (Euro). Dictating
one's credit card noumber by way of remote communication signifies
that guest fully accepts these General conditions. In case of
payment in installments, the conditions of the chosen and approved
model of the payment in installments will be presented to the guest
at the moment of payment. Apart from the 2. payment model – agency
is not obliged to give any contact informations about the service
provider – till the total amount is paid to the agency. By
confirming the reservation, guest also confirms that he/she is aware
of the General conditions and fully accepts these terms which are
then legally binding for both – the guest and the
agency.
Reservation
payment models (unless
contracted otherweise):
1. MODEL
30% of the accommodation price according to the confirmed
inquiry.
70% of the accommodation price 21 day prior to the beginning
date(commenecment) of the service
(obligatory
if the arrival date is in less than 21 daYS) 2.
MODEL
100% of the accommodation price according to the confirmed
inquiry.
MUTAL RIGHTS AND OBLIGATIONS
The guests
right to changes and cancellations of the
reservation
In the case that the guest wishes to change or cancel a
reservation by his/her demand, he/she must do it in writing (by
e-mail or by fax). Change can refer to the noumber of persons or
names of the service users, or change of beginning/end date of
commenecment/termination of the service no later than 30 days prior
to the commenecment of the service. The first change of the
reservation, if possible without additional expenses, will be done
free of charge. For each additional change of the reservation - fee
of 15 EUR per change will be charged. Change of the reserved
accommodation unit and any change within 30 days before the
beginning of the reservation as well as for duration of the service
will be considered as a cancelled reservation. In case of the
cancellation of the confirmed reservation, once paid advance money
will not be returned to the guest. Agency offers to the guest a
possibility of finding a new Guest – user for the same reservation
if possible (depands on the capacity and other circumstances). In
this case agency will charge only the actual costs of the
replacement. The new reservation holder assumes all of the
obligations from this conditions. Cancellation of the reservation
resulting from the force majeure or exceptional circumstances
requires a written confirmation from the guest issued by the
competent body, while the Prestige TOURS“ calculates only the actual
- already made costs. If guest does not arrive till the time
indicated on the voucher on the beginning date of the service, and
did not inform the agency or service provider (possible option only
at 2. model),
reservation will be considered as cancelled, and agency will not
return the advance money. Agency does not reimburse the costs of the
travel documents or visas conected with the cancelled reservation
.
The agency's right to changes and
cancellations of the
reservations
The agency reserves the right to make changes
regarding the reservations in case of exceptional circumstances
which can not be predicted, avoided or removed. A reserved
accommodation unit can be switched only with the prior notification
to the guest for an accommodation unit in the same or higher
category at the price of the confirmed reservation. If the
replacement accommodation is only possible in a unit of the higher
category with 15% higher price then the reserved one, agency
reserves the right to charge the difference after consulting the
guest first. In the case that replacement of the reserved
accommodation unit can not be arranged, agency reserves the right to
cancel the reservation with the prior notification to the guest at
least 7 day before the beginning of the service and also guarantees
the return of total amount paid to the agency by the guest. In the
case that agency cancells the reservation guest is not entitled to
compensation from the agency, that is, agency is only obliged to
return the amount already paid to 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 guest
with information on the possibility of an alternative arrangement
which is not part of the Agency's offer or will refund the guest for
the full amount paid for the reservation.
Obligations
of the agency
The obligation of the agency is a provision of the
conctracted services, as well as taking care of guest's rights and
interests in accordance with the traditions in tourism industry. The
Agency will fulfill all the abovementioned obligations as described
and contracted, except in the circumstances of the force majeure or
exceptional circumstances.
Obligations
of the guest
The guest is obligated: to posses all necessary and valid
travel documents; respect customs and foreign exchange regulations
of the destination country; respect house rules and cooperate with
service provider in well-intentioned manner; enquire health policy
of the destination country – obligatory possesion of the vaccination
document; to give service provider a document (Voucher); guest is
also obliged to enquire whether he/she needs visa for a destination
country as well as neighboring countries. If guest does not follow
this regulations he/she will be held responsible for any expenses or
damages. By confirming a reservation the guest is obliged to pay the
service provider any damage caused by the guest directly on the
spot.
HANDLING COMPLAINTS
Immediately, at the day of the arrival, guest is obliged
to file a complaint to the service provider (receptionist etc.) and
inform the agency office in Šibenik. Guest is obliged to cooperate
with the service provider and the agency in well-intentioned manner
to help resolve the cause of the complaint. If the guest accepts the
offered solution which responds to the paid service, agency is not
obliged to take the additonal complaints in consideration. If the
problem is not resolved on the spot following an intervention, the
guest is obligated to submit a written complaint along with
supporting documents and photos to support the complaint to the
agency by e-mail, fax
or post, no later than 8 day following the return of the guest from
his/her trip. Until a decision has been made, max. 30 days after the
complaint has been filed, the guest relinquishes the right to
involve the third party, that is, any other institution, or
releasing the informations to the media. In this period guest also
relinqushes the right to file suit. The highest amount of the
compensation per complaint
can reach max. The amount of the complaint portion of the
service and cannot encompass the used portion of the service, that
is, the total amount of the service. This excludes the guest's right
to be compensated for ideal damage.The agency cannot be held
responsible for climate conditions, cleanliness and temperature of
the sea or other similar situations and events which can cause
dissatisfaction of the guest, and are not directly regarding the
quality of the reserved accommodation unit.
GUEST'S BELONGINGS
„Prestige TOURS“ is not responsible for demaged, destroyed or
lost luggage, valuables and other personal belongings of the guest
in the accommodation unit (rent of safe if possible - is
reccommended). Lost baggage or stealing must be reported to the
service provider and local police authorities.
PROTECTION OF PERSONAL DATA
Guest provides personal data of his/her own free will.
Personal data is required during the reservation process and during
provision of the service. It will be also used for a mutal
communication. Agency is obliged not to give personal data to the
third party or abroad, that is, only in order to provide services.
Guest gives the permisson for his/her personal data to be used for
promotional purposes of the agency.
COURT
JURISDICTION
The guest and the agency will aim to settle possible law
suits in the application of this Agreement and if an agreement can
not be reached, the issue will become subject to the decision of the
court in Šibenik and under the authority of laws of the Republic of
Croatia.
NOTES
This General conditions are valid exclusively for a
reservation of the accommodation unit provided by Prestige TOURS
directly, while for the
units where Prestige TOURS is representative for other touroperator
or agency, general conditions of the certain touroperator/agency
will be in force. This General conditions are valid for reservation
of the accommodation service regardless of destination. This general
conditions are valid for reservation of accommodation, unless
contracted otherweise. The payment of the advance money or the total
amount and confirmation of the reservation implies that the guest
fully accepts this General conditions.
This General conditions are in force from
15.10.2007.!
Force
majeure... is a circumstance that can not be influenced, therefore
it can not be predicted, that is, prevented (earthquakes, floods,
fires, droughts, war, limitations issued by a certain state,
mobilization, embargo of leaving the country, death of the service
provider or his/her close family).
Amount in
EUR will be calculated in HRK in accordance with the CROATIAN
NATIONAL BANK'S middle course on the day of submission of the qute.
Force majeure... is a
circumstance that can not be influenced, therefore it can not be
predicted, that is, prevented (earthquakes, floods, fires, droughts,
war, limitations issued by a certain state, mobilization, embargo of
leaving the country, death of the service provider or his/her close
family).
Amount in EUR will be
calculated in HRK in accordance with the CROATIAN NATIONAL BANK'S
middle course on the day of submission of the qute.