TERMS & CONDITIONS
General Terms and Conditions for accommodation services
Denor - obrt za usluge u turizmu provides accommodation services in accordance with General Terms and Conditions, and with the period and details of the confirmed reservation. Denor - obrt za usluge u turizmu is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and the like.
2. BOOKING AND PAYMENT
Inquiries and booking of accommodation can be done electronically, by mail or in person at the Denor - obrt za usluge u turizmu office. When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and Denor – obrt za usluge u turizmu. When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay in advance a deposit of 30%.
3. RESIDENCE TAX
According to the Croatian Law on the Residence Tax, customers are required to pay the Sojourn Tax when paying for their accommodation if they stay at accommodation units registered to companies. The Residence Tax in the Republic of Croatia varies from 7,00-20,00 KN per person per day for adults.
Customers from the age of 12 to 18 pay half the price, while children under the age of 12 are exempt from paying. The amount of Sojourn Tax to be paid will be stated on your reservation calculation, or there will be information that Sojourn tax is included in price. The registration fee will be charged once pro person (independently of the age), according to price list.
4. PRICE OF ACCOMMODATION
The price of accommodation includes the basic service. Special services must be requested at the time of booking (pets, additional beds, etc.).
The price of accommodation is given in EUR and charged in HRK. Denor - obrt za usluge u turizmu reserves the right to make changes to the stated prices (in the event that the host changes prices or there are changes in exchange rates). For customers who have paid an advance for their reservation, Denor - obrt za usluge u turizmu guarantees the price of accommodation, stated in the calculation according to which the advance was paid. If the changes occur prior to the payment of the advance, Denor - obrt za usluge u turizmu is required to inform the customer.
If more customers than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host, according to the price list.
5. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by Denor - obrt za usluge u turizmu are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in Denor – obrt za usluge u turizmu online offer.
6. Denor - obrt za usluge u turizmu RIGHT TO CHANGES AND CANCELLATION
Denor - obrt za usluge u turizmu reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (See Article 1). Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that customer is notified ahead of time. Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, Denor - obrt za usluge u turizmu reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, Denor - obrt za usluge u turizmu reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the paid amount.
Should an adequate substitute accommodation not be available on the day of arrival, Denor - obrt za usluge u turizmu will provide information on available accommodation that is not included in Denor - obrt za usluge u turizmu offer.
7. CUSTOMER'S RIGHT TO CHANGES AND CANCELLATION
Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax).
The following are examples of changes:
changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 60 days prior to the arrival date.
The first change to the reservation is free of charge, unless it entails further expenses for Denor – obrt za usluge u turizmu. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. The following are examples of cancellation of reservation: change of accommodation unit, and all changes done within 60 days of the arrival date or during use of the accommodation unit.
In case of cancellation of reservation this is the cancellation penalty: the losing of the paid deposit
Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed Denor – obrt za usluge u turizmu, the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above.
Should the real costs exceed the above stated costs, Denor - obrt za usluge u turizmu reserves the right to charge the difference. Should the customer find a replacement for the cancelled reservation, Denor - obrt za usluge u turizmu will only charge the real costs caused by the replacement.
8. CURRENCY CONVERSION STATEMENT
All payments will be affected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian Kuna according to the current exchange rate of the local Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.
9. OBLIGATIONS OF Denor – obrt za usluge u turizmu
It is obligation of Denor - obrt za usluge u turizmu to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. Denor - obrt za usluge u turizmu will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control (Article 1), when Article 6 is applied.
10. CUSTOMER'S OBLIGATIONS
The customer is required:
to have valid travel documents or visa when is necessary,
to obey customs regulations and currency exchange regulations of Croatia,
to obey house rules in accommodation units and to have good relations with the host,
to produce the confirmation of payment (Voucher received by mail or email) upon arrival.
Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.
By confirming the reservation, the customer accepts to pay for all damages caused directly to the host.
Denor - obrt za usluge u turizmu is not responsible for the theft of luggage or valuables in the accommodation unit.
Lost luggage or stolen goods should be reported to the host and the local police department.
Should the services provided not be satisfactory, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.
The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify Denor – obrt za usluge u turizmu office. Furthermore, the guest is required to cooperate with Denor - obrt za usluge u turizmu representatives and the service provider in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with services paid for, Denor - obrt za usluge u turizmu is not required to accept any further complaints referring to this service.
The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to Denor - obrt za usluge u turizmu and cannot include services already provided.
Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.