2. INQUIRIES AND RESERVATIONS AND PAYMENTS
Inquiries and booking of accommodation can be done electronically.
After confirmation, the customer fully accepts these General Terms and Conditions. In other words, everything stated in the General Terms and Conditions becomes legally binding for the guests and the agency. The guest is obliged to provide the information necessary in the booking procedure. To confirm your reservation deposit is required. The rest of the total price must be paid prior to arrival.
3. PRICE OF SERVICES
The price of accommodation includes the basic service, accommodation and editor of the usual ratio of consumption (electricity, water, gas) and weekly changing of bedlinen and towels.
Special services are not included in the price, and the guest pays it additionally. So, all services which guest decide to use additionally and are not specified in the offer or voucher will be extra charged.
Accommodation prices are expressed in EUR. VILLA PALMA KRK d.o.o. undertakes to accurately indicate and recapitulate the price of private accommodation to the guest in the offer, and the guest confirms that he agrees with the same by accepting the offer, i.e. by confirming the reservation.
With advance payment, VILLA PALMA KRK d.o.o. guarantees the accommodation price specified in the calculation based on which they paid the advance payment.
If in the accommodation reaches more people than stated in the offer or voucher, the service provider can deny the extra customers accommodation or has the right to charge for unannounced guests. By accepting the offer, guest confirms that he is familiar with description and capacity of accommodation unit.
4. CATEGORIZATION AND SERVICE DESCRIPTION
The accommodation units are described according to the official categorization of the authorized institution, and based on the actual state of the unit being published. Standards of accommodation and other services in different places and countries may be different and not comparable.
By accepting the offer, the guest confirms that he is familiar with the relevant information, descriptions and pictures of each accommodation unit that VILLA PALMA KRK d.o.o. sent with every offer.
On the day off arrival, guests can arrive after 16.00 hours and on the day of departure has to leaving the unit until 10.00.
The key of rented unit guest will receive in accommodation unit by the service provider.
5. AGENCY'S RIGHT TO CHANGES AND CANCELLATION
VILLA PALMA KRK d.o.o. can change or cancel the reserved accommodation if extraordinary circumstances occur before or during the vacation that cannot be avoided or eliminated (item 1). The reserved accommodation can only be replaced with the guest's approval and with accommodation of the same or higher category and at the price of the accommodation at which the guest confirmed the reservation. If replacement accommodation is only possible in a higher category facility and at a price higher than the price of the accommodation booked by 15%, the agency has the right to charge the price difference with the prior approval of the guest. If the agency is not able to offer a replacement, the agency reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of using the service, and guarantees a refund of the entire amount paid. If it is not able to offer a replacement on the day the service starts, the agency will try to provide the guest with information about accommodation that is not offered by the agency and guarantees a refund of the full amount paid.
6. GUEST'S RIGHT TO CHANGES AND CANCELLATION
If the customer wish to change or cancel reservations that he made previously, it must do so in writing (e-mail or fax). The change includes the change in the number of persons, change of the dates of arrival and / or departure, or a change of accommodation unit. Any change made before arrival date or during the vacation will be considered a cancellation, unless the agency and service provider do not agree with the changes.
In case that guest wants to change the reservation (with the permission of the agency) it is required to pay the total price at the date of the change of the reservation, including all charges and any costs incurred during the change.
Acceptance of offer / reservation confirmation automatically imply acceptance of these General Terms and Conditions. Guest acknowledges that he is familiar with the agency's obligations to guarantee occupancy to service provider / owner of the building for the entire reserved period with the number of persons that is reserved by the customer. Accommodation unit reserved by the customer in the meantime, could not be offered to other potential guests.
In case of cancellation, paid deposit can not be refunded regardless of the date of cancellation.
In case of cancellation within 14 days prior to arrival or during the stay in the accommodation unit, the customer is required to pay the full amount specified in the voucher and any additional services chosen to use, unless it is agreed different with the agency and the service provider.
VILLA PALMA KRK d.o.o. offers the guest the possibility to find a new passenger/user for the same reservation if possible (this also depends on the end service provider). The new user of the reservation assumes all obligations from these General Terms and Conditions.
In case that guest wants to reactivate an already cancelled reservation (if the dates are still free and with the permission of the agency) it is required to pay the total price at the date of the renewal of the reservation, including all charges and any costs incurred during cancellation and renewal.
If the guest wants to reactivate the already cancelled booking, in case that the time period is still available and with the permission of the agency, and has already paid the full amount of the accommodation price, it is necessary to pay an additional security deposit which is returned upon arrival, up to 30% of the stay price, and at least € 100.
7. OBLIGATIONS
Duty of VILLA PALMA KRK d.o.o. is to take care, in good faith, about the implementation of services, and also about the choice of service providers, to take care of the rights and interests of the guest in accordance with good customs in tourism. VILLA PALMA KRK d.o.o. fulfills all the stated obligations in full and in the manner described, except in extraordinary circumstances (item 1), when the procedure is as described in item 6.
8. GUEST'S OBLIGATIONS
The customer is required to: Possess a valid passport, and procure it at time if necessary, Upon arrival in accommodation unit, guest must present a passports or identity cards of all persons to service provider for registration and also confirmation of payment (voucher received from the agency by email or mail) and pay amount specified in the voucher, otherwise can not get the key. Confirming the reservation, the customer accepts that will pay any damage he make in accommodation to the service provider on the spot, Obey house rules in accommodation facilities, as well as cooperate with the service providers in good faith, In the case of serious breach of the house rules and premature abandonment of the facility at the request of the service provider, the customer is not released from the settlement cost of accommodation for the entire reserved period unless the service provider agrees that guest is not obligated to pay the entire reserved period. The customer will bear the responsibility and costs occurred by disrespect of obligations
9. BAGGAGE
VILLA PALMA KRK d.o.o. is not responsible for luggage that is destroyed, lost, damaged or stolen in the accommodation facility. Lost luggage or theft is reported to the accommodation provider, the agency and the competent police station.
10. COMPLAINT RESOLUTION
The guest has the right to complain about the non-performed contracted service. In the event that the services from the offer are performed in poor quality, the guest is obliged on the day of arrival to immediately advertise the inappropriate service and inform the agency about this by e-mail at info@villapalmakrk.hr or by phone at +385 99 195 21 44 or: +385 92 299 5361. The guest is obliged to cooperate with the service provider and the agency in good faith to remove the causes of the complaint. A guest who leaves the facility and finds another accommodation on his own initiative due to dissatisfaction with the condition of the reserved accommodation, without giving the Agency the opportunity to eliminate the cause of his dissatisfaction, or to find him an alternative accommodation, does not have the right to demand a refund or file a claim for damages, regardless on whether his reasons were justified or not.
Also, if the guest on the spot accepts the offered solution to the complaint that corresponds to the service paid for, VILLA PALMA KRK d.o.o. will not accept the guest's subsequent complaint or respond to it.
In the event that the problem has not been resolved, even after the intervention of the agency, the guest is obliged to send a written complaint together with accompanying documents and photos that prove the basis of the complaint to the agency by e-mail at info@villapalmakrk.hr or by mail no later than 8 days after returning from vacation. VILLA PALMA KRK d.o.o. undertakes to consider only fully documented complaints received within 8 days after the end of the reservation.
VILLA PALMA KRK d.o.o. is obliged to provide a written solution to the guest's complaint within 14 days of receiving the complaint. VILLA PALMA KRK d.o.o. may postpone the deadline for the resolution of the complaint due to the collection of information and verification of the allegations of the complaint with the service provider for a maximum of another 14 days. VILLA PALMA KRK d.o.o. undertakes to resolve only those complaints whose cause could not be eliminated in the place of rest.
While the decision procedure lasts, and a total of 14 or 28 days after the filing of the complaint, the guest irrevocably waives the mediation of any third party: arbitration, providing information to the media, as well as the right to sue. The highest fee per complaint may reach the amount of the advertised part of the services, and may not include already used services or the entire amount of the arrangement. The Law on Tourist Activity excludes the right of a guest to compensation for ideal damage.
VILLA PALMA KRK d.o.o. cannot be held responsible for possible climatic conditions, cleanliness and temperature of the sea in the destinations, and all other similar situations and events that may cause dissatisfaction of the guest, and do not directly concern the quality of the booked accommodation unit (e.g. bad weather, poorly arranged beaches; too large crowds, theft or damage to property, etc.).
If the guest decided to make a reservation from a special LAST MINUTE, FIRST MINUTE or SPECIAL OFFER offer, then the guest accepts all the risks of such a reservation. LAST MINUTE, FIRST MINUTE and SPECIAL OFFER reservations contain uncertain facts on which VILLA PALMA KRK d.o.o. cannot influence, and the guest primarily accepted such a reservation because of the more favorable price and therefore waives the right to a refund of the funds paid and the right to object to VILLA PALMA KRK d.o.o. .
11. GENERAL CONDITIONS
Confirming the reservation / offers guest fully accepts these General Conditions.
All disagreements both sides will try to resolve amicably. In case of dispute, the jurisdiction has the court in Krk.
12. PROTECTION OF PRIVACY
VILLA PALMA KRK d.o.o. undertakes not to disclose the personal data obtained from the guest during the reservation to other persons or companies, but will eventually use them only for internal marketing purposes. The guest agrees that the agency uses his contact information (primarily e-mail address) to send special offers.
VILLA PALMA KRK d.o.o. undertakes to immediately remove his data from the records at the guest's request.
13. WSPAY PAYMENT GATEWAY
Villa Palma is owned by the tourist agency VILLA PALMA KRK d.o.o. and all payments go through it.
VILLA PALMA KRK d.o.o., Mate Balote 44, 51 500 Krk, Croatia uses WSPay for online payments.
WSPay is a secure system for online payments, real-time payments, credit and debit cards and other payment methods. WSPay provides customers and merchants with secure entry and transfer of entered card data, which is confirmed by the PCI DSS certificate that WSPay has. WSPay uses an SSL certificate with 256-bit encryption and TLS 1.2 cryptographic protocol as the highest level of protection when entering and transferring data.
