GENERAL TERMS AND CONDITIONS FOR ACCOMMODATION FACILITIES IN CROATIA
1. Categorization and description of services
Away Travel Agency (hereinafter: the Agency) guarantees the authenticity of the displayed visual and written data related to the characteristics of accommodation units in its offer, available at www.away.hr, as well as the authenticity of the General Terms and Conditions of accommodation facilities (hereinafter: Conditions) under which they are offered.
By booking one or more accommodation units or services from the Agency’s program, the guest / client / traveler (hereinafter: Guest) enters into a legal relationship with the Agency and confirms acceptance of these Terms. The guest is advised to read the Terms carefully before paying the advance amount or the full amount of the service.
2. Preparation of requests for reservation of accommodation facilities in the Republic of Croatia
The Guest can make an inquiry via the reservation form on the Agency’s website, by phone or by e-mail.
During the online and any other application process, the Guest is obliged to provide all necessary and accurate information in the booking form or in another appropriate manner. If the Guest does not provide accurate information, he is responsible for all costs or consequences arising from the provision of incorrect information.
If any of the published accommodation units does not meet your needs, feel free to contact the Agency for assistance. Inquiries are made by e-mail (info@away.hr) or by phone: 00 385 98 414 573. Each request must contain specific information according to which the Agency can create an offer (reservation period, date flexibility, number of persons, children and adults), their age, desired destination, price limit, maximum distance from the sea) as well as all other possible special requirements.
When creating a request for the reservation of accommodation, the Guest confirms that she/he is familiar with the above Terms and Conditions, which has previously carefully read through, and fully accepts them. Everything stated in Terms is a legal obligation for both the Guest and the Agency.
3. Offer, booking terms and conditions and payment policy
The guest can book the accommodation unit directly on the Agency’s website via the “BOOK” option or is free to send an inquiry to our team via the “INQUIRY” option.
If the Guest wants to book the selected accommodation immediately, he can make a reservation via the “BOOK” option in the reservation form, enter personal information as well as information about other guests in the booking form. Then Guests can choose the method of payment (card or transaction account).
The entry and transfer of personal data and credit card number data are protected by the SSL protocol (insert enrollment level and SSL type) provided by the SSL certificate it issued (insert the name of the certificate issuer). Authorization and credit card payments are processed in real time via the WSPay payment gateway system.
If the Guest wants to pay through a transaction account, the Agency will send an offer by e-mail with all the details and payment intructions.
To confirm the reservation, the Guest shall pay an advance in the amount of 40% of the total amount of the reservation. The amount of the advance payment for the requested accommodation unit is indicated in the offer that the Agency sends to the Guest by e-mail.
For all payments of reservations made on Croatian territory, the amount should be paid in Croatian currency according to the middle exchange rate of the CNB (Croatian National Bank) while for payments made abroad the amount should be paid in EUR or USD, all to the following bank account:
Company: AWAY D.O.O. for services, travel agency
Address: Giuseppea Carabina 5, Rijeka, Croatia,
IBAN: HR8523600001102609286,
SWIFT CODE: ZABAHR2X,
Bank: Zagrebačka banka d.d., Zagreb, Poduzetnički centar Rijeka,
Bank address: Ul. Ante Starčevića 10, 51 000 Rijeka, Croatia.
All bank or transaction fees or charges, as well as all other additional costs related to the payment procedure, are the responsibility of the Guest.
To confirm the reservation, the Guest is obliged to pay the amount of the deposit / advanced to the Agency’s account within the reservation option (1-3 days, depending on the part of the season indicated in the offer). After the payment of the deposit, the Guest is also obliged to send a copy of the payment confirmation to the Agency by e-mail. The agency generally accepts payment within 2 to 3 working days and must inform the guest within 2 working days of receipt, as well as send a voucher with all information regarding the reservation.
The guest pays the rest of the total amount / balance payment 30 days before the planned arrival or in another defined payment period specified in the Agency’s offer. The Agency’s offer will contain clearly written all the rules for payment of the reservation. The rest of the total amount is paid on the same bank account; the one used to pay the deposit /advance.
All bank or transaction fees or charges, as well as all other additional costs related to the payment procedure, are the responsibility of the Guest.
After the balance payment (the rest of the total amount), the Guest is obliged to send a copy of the payment confirmation by e-mail. The agency shall receive the payment within 2-3 working days. Upon receipt of payment, the Agency will notify the Guest within 2 working days and send a new voucher. This voucher will contain information on the entire payment of the reservation, by mutual agreement.
For all reservations where only the deposit has been paid, but the rest of the total price has not been paid within the agreed deadlines, the Agency has the right to cancel the Guest’s reservation. The agency uses the deposit payment as a cancellation fee and to cover any costs.
In case the number of persons arriving to the accommodation unit exceeds the number indicated on the voucher, the landlord or the Agency has the right to refuse to provide service to unannounced guests or, if possible, will accommodate all guests and immediately charge accordingly.
The service provider reserves the right to deny service to guests if they bring one or more pets to the accommodation without prior notice to the Agency or the service provider. In that case, the Agency is not obliged to accept a complaint from the Guest about the quality of the booked accommodation or service.
Promotions and discounts cannot be added or combined. Each reservation can contain only one discount.
Booking confirmation for the accommodation facility in the Republic of Croatia
The Agency is obliged to state all the information about the reservation in the voucher and send it to the Guest by e-mail as a confirmation. The voucher contains information on the number of guests, names and surnames of guests, address of the accommodation unit, contact person, all booked services and booking conditions.
5. Tourist tax / sojourn tax
According to the current Residence Tax Act in the Republic of Croatia, the price of the residence tax ranges from 2.00 to 15.00 kuna per adult per day, depending on the destination and time of booking. Teenagers aged 12 to 17 (not including those already 18) are entitled to a 50% discount, while children under 12 are exempt.
Tourist tax can be included in the price or charged separately, which is stated in the offer. All information about the sojourn tax is clearly stated in the booking voucher.
6. Details and price of booking accommodation facilities in the Republic of Croatia
The prices published on the Agency’s website differ for each accommodation unit and are shown or available on request because they depend on the length of the reservation, the number of guests and the occupancy of the accommodation unit. Prices of accommodation units are expressed in euros (€). The equivalent of paid services will also be stated on the invoice in HRK (HRK). Advertised prices for private accommodation include: daily rent of the accommodation unit, bed linen, equipped kitchen with dishes and cutlery (according to the accommodation unit), costs of gas, water and electricity and other services published on the website or in the offer.
Additional services are those that are provided in the accommodation facility or outside it, and during the stay of the Guest, and are not included in the rental price (such as catering services, boat rental, chef etc.). If the Agency has a price list of these services, it will be displayed on the website.
In cases where the availability or choice of accommodation depends on additional services (such as keeping pets, use of extra beds, etc.), the guest is obliged to specify them when booking.
Upon arrival at the accommodation unit, the Guest is obliged to pay damage deposit, in cash or by credit card. The deposit is a guarantee that guests will not cause damage to the accommodation unit or its contents. On the day of departure, and after the service provider has previously determined that no damage has been done, the Guest will be refunded the deposit in the same manner in which it was received. In the event that the deposit is not sufficient to cover the costs of the damage, the Guest is obliged to pay the difference up to the full amount of the damage. The amount of the damage deposit is listed on the Agency’s website for each accommodation unit.
The Agency reserves the right to change prices on its website in case the landlord / service provider changes the prices of accommodation units and / or additional services. If the price of a certain accommodation unit changes after the Guest has registered for it and before the first payment of the deposit, the Agency will immediately inform the Guest about the change and send a new calculation.
In the event where the price changes after the payment of the deposit, the Agency guarantees that the remaining amount will be paid according to the calculation based on the initial price of the accommodation unit. If the Agency or the service provider reduces the price of the accommodation after the Guest has confirmed the reservation, the Guest is not entitled to a new, lower price.
The Agency has the right to increase prices before the start of the accommodation service in case the exchange rate has risen by more than 5% or in case of increase in other costs that affect the total price and which the Agency did not know and could not know in the time of booking. The guest reserves the right to cancel the reservation if the increase in the agreed price is more than 15%. In that case, the Guest may request a refund of the amount paid by that time but is not entitled to additional fee. The refund will be paid into the guest’s bank account, and all possible bank charges will be covered by the Agency.
7. Categorization and description of accommodation services in the Republic of Croatia
The offered accommodation units are classified according to the official categorization of the local tourist board and based on the actual condition of the advertised unit. Standards of accommodation, food and other services in different places and countries differ and are not suitable for comparison. The Agency is responsible and obliged only for the data published on its website www.away.hr or in the catalog / other printed materials, and not for any information that the Guest receives in the accommodation unit or from other sources.
Data on accommodation units on www.away.hr may contain some random, grammatical, or typographical errors. All changes, amendments and corrections to the texts are made continuously, and the Agency is not responsible for any direct, indirect, criminal, background, special or any other possible damage that may result from any use of data from www.away.hr.
8. Special notes:
Some services and activities within and around the accommodation unit may take place only during a certain part of the year (eg nightclubs are open only during the summer season), on which the Agency has no effect.
All numerical values (area, distance …) are given with a tolerance of +/- 20%.
Distance measurement data refer to air distance, unless otherwise stated.
Additional services are generally available, but due to their specificity, they need to be requested when making an inquiry (eg freezer, extra bed, baby cot) while its availability will be reported in response to the Guest’s inquiry.
The term “private beach” – The beach in the Republic of Croatia cannot be privately owned because it is a part of the maritime domain over which it is not possible to acquire ownership. The term “private beach” is sometimes used to denote a beach that is poorly used by the public and is most often visited only by guests of the unit immediately adjacent to the aforementioned beach.
A parking space is provided if the service provider has one parking space available for each accommodation unit within the facility or its vicinity. Secured parking does not mean that it must be located in the yard of the building, in a guarded, fenced or covered place, or garage.
8. The Agency’s right to changes and cancellations of accommodation facilities in the Republic of Croatia
The Agency reserves the right to change and cancel the reservation. Reserved accommodation may be changed for others from the same or higher categories only with prior notice to the Guest. It is always done at a pre-agreed price. If alternative accommodation is available only in a facility of higher quality, and the price is more expensive (10%) than the original price, the Agency reserves the right to charge the difference in price after consulting with the Guest.
In cases when alternative accommodation is not possible, the Agency reserves the right to cancel the reservation and will inform the Guest. In case of cancellation of the reservation made by the Agency, the Guest has no right to request any fee, and the Agency is only obliged to return the amount paid to its account.
9. The Guest’s right to change and cancel the reservation of the accommodation facility in the Republic of Croatia
In case the Guest wants to change or cancel the reservation, must always do so in writing (via e-mail). Changes may include: number of people, names of guests and / or other start or end dates of the holiday (registration is required at least 90 days before arrival). The first change of reservation is made at no extra cost, if possible. Each subsequent change will be charged in the amount of 150 kn per change. In the event that a change of reservation is not possible, and the Guest cancels the already confirmed reservation, the following conditions apply.
The date on which the Agency receives the written notice of cancellation is the basis for calculating all cancellation costs. In case the written cancellation is not received during the Agency’s working hours, the date of cancellation shall be considered the following working day:
– If the Guest cancels the reservation within 24 hours after the confirmation of the reservation, the total amount of the payment will be returned to the Guest
– If the Guest cancels the reservation in the period after the free cancellation period of 24 hours but before paying the rest of the total amount of the reservation, the Guest is not obliged to pay the remaining amount of the total price. The Guest is not entitled to get a refund of already paid amount.
– If the Guest cancels the reservation after paying the rest of the total price, the money from all deposit payments will not be refunded.
Any of the paid deposits, as well as the one that confirms the agreed reservation, cannot be refunded.
The rest of the full price of the reservation should be paid according to the offer received by the Guest from the Agency. In case of late payment, the Agency reserves the right to cancel the reservation.
In case the Guest must cancel the reservation within 7 days before the agreed arrival, he is allowed to find a new Guest for the same reservation period, if possible (this also always depends on the service provider). In this situation, the Agency will charge only the costs incurred due to changes in the reservation, ie changes in the actual Guest. The New Guest accepts all obligations written in these Terms.
If the Guest does not register by midnight on the start date of the rental facility in the Republic of Croatia and does not inform the Agency or the service provider, the reservation will be cancelled and the cancellation fee will be calculated as described above. If the actual costs exceed the above, the Agency reserves the right to collect the actual costs.
In the event the Guest cannot register on the previously agreed day and has notified the Agency and / or the service provider, the accommodation unit is still retained for the Guest, based on the agreement.
The Agency does not reimburse the costs of passports or visas of guests associated with the cancellation of the Guest’s reservation.
10. Guest’s right to change and cancel the transfer
Any change or cancellation of the transfer reservation, the Guest is obliged to send to the Agency in writing (e-mail) so that the Agency would be able to process the request. It is not possible to change or cancel a transfer reservation by telephone. In case of change or cancellation of the confirmed transfer reservation, the date of receipt of the written request during the working hours of the Agency is the basis for the calculation of costs. In case of receipt of a written cancellation or change of a confirmed transfer reservation outside the Agency’s working hours, the next working day of the Agency shall be taken as the date of processing the request.
In case of cancellation of the confirmed transfer reservation, the following costs will be charged:
– for cancellation of a reservation up to 72 hours before the start of using the service, a fee for administrative costs in the amount of HRK 150 will be charged
– for cancellation of the reservation within 72 hours before the start of the service, or if the Guest does not show up at the agreed place and at the agreed time for the transfer, 100% of the total price of the reservation will be charged.
10. Our partners for accommodation facilities in the Republic of Croatia
The villas from our offer are not owned by the Agency, but by our renter partners. It is very likely that the accommodation facility has house rules or conditions of use of the villa that must be respected and which will be presented to the guest in the villa.
11. Complaints and appeals of accommodation units in the Republic of Croatia
Upon arrival at the accommodation unit, guests are required to check the property together with the service provider. This is important in order to communicate inadequate service and notify the Agency in writing of any possible deficiencies and to record any existing damages in order to pay a claim for damages. In this case, all problems will be resolved as soon as possible, no later than 2 working days.
If the Guest during his stay complains about the accommodation unit or services, the Guest is obliged to inform the service provider or a representative of the Agency, and must send a written notice (e-mail) to the Agency. All possible problems in the unit will be eliminated as soon as possible, and no later than within 2 working days. For any possible problems that have been resolved, the Guest has no right to appeal, neither the Agency nor the service provider is subject to grounds for appeal. The guest is obliged to cooperate with the service provider and the Agency in good faith in order to eliminate the problem. If the Guest has not filed a complaint during his stay, he is considered satisfied and waives the right to complain after leaving the accommodation.
During the resolution period, which may not exceed 36 days after the submission of the complaint, the Guest may not involve any other party, UHPA (Association of Croatian Travel Agencies) arbitration or other institutions, nor provide any information to all types of media. During this period, the Guest agrees not to sue the Agency or the service provider. The maximum amount of compensation may reach the total price of the inadequate service and may not include services already provided or the total amount of the reservation. This excludes the Guest’s right to ideal compensation. The agency cannot be held responsible for any weather conditions, sea temperatures at destinations and any other similar situations or events that may cause guest dissatisfaction and are not directly related to the quality of accommodation units (eg bad weather, poorly maintained beaches, heavy crowds, noise in the vicinity of the accommodation, theft or damage to property, etc.).
Note: All guests visiting the Republic of Croatia shall be aware that, according to the Construction Act, external / outdoor construction work is allowed in the period 01.01. – 15.06. and 01.09. – 31.12.
By confirming the reservation and paying the deposit or the total amount, the Guest accepts all the above Terms. These Terms repeal all prior terms and conditions for accommodation facilities.
