General terms and condition

1. CONTENTS OF CONDITIONS FOR OFFERING SERVICES FOR ACCOMMODATIONS

The general conditions for offering services for accommodations are part of the contract between VILLA OLIVA, as authorized host, and the traveler who accepts the offered arrangement. Everything that is listed in the general conditions represents a legal commitment for the guests, as well as for VILLA OLIVA. The general travel conditions are also published on the Internet pages of VILLA OLIVA.

VILLA OLIVA commits itself to undertake all precautions to offer true information to its users.

2. CATEGORY AND DESCRIPTION OF THE SERVICE

The accommodation is described according to the official evaluation given by the local tourist organization during the issue of the working license. The standards of accommodation, nutrition, service and others, of places and countries are different and cannot be compared.

VILLA OLIVA offers those services listed on its Internet web page, catalogue and other printed material of VILLA OLIVA, which is not necessarily equal to those services offered by other selling points.

If the traveler acquires accommodation information at other sources or selling points beside VILLA OLIVA, and was guaranteed that he will receive other services that are not listed on internet pages at VILLA OLIVA, VILLA OLIVA is not committed to fulfill the same guaranteed services nor is responsible for wrong information’s given to traveler by other sources.

If possible, VILLA OLIVA will try to meet additional requests of the traveler for the accommodation (comfort, additional equipment, beds, pet....), but cannot guarantee to fulfill the additional requests. If any additional requests would come with extra charges, the traveler is committed to pay them if he accepts to use those extra services.

3. CONTENTS AND PRICES OF ACCOMMODATION

All service prices are listed for the accommodation, and include those services linked to the specific reservation for the accommodation.

Additional services are services that are offered by the accommodation unit, but since they are not included in the accommodation price itself, the traveler pays for them separately (such as extra charge for pets, etc.). Additional services have to be chosen or asked for during the reservation process. Those services are paid for additionally, according to the price given by the accommodation facility, and they will appear on the final bill.

Optional services are services that are offered by VILLA OLIVA, but they are not bound to the offer of the given accommodation.

The price of the accommodation is given in Euro, so the calculation in Croatian Kuna is according to the middle exchange rate of the HNB (Hrvatska Narodna Banka) on the day on which the account is carried out.

4. PRE-RESERVATIONS

All reservations are done electronically by filling in the form that is available on VILLA OLIVA (www.villa-oliva.com) website. When making the reservation, travelers have to provide correct data, which is requested on the form. VILLA OLIVA is not responsible for the exactness of the data that is given by the traveler during registration. In case of incorrect data, VILLA OLIVA holds the right to change the prices and to claim the price difference on the spot.

5. PRE-RESERVATIONS, RESERVATIONS AND PAYMENTS

Inquiries and reservations of accommodation are received electronically, in written form or in person. With the payment of the reservation traveler confirms he has studied and understands "General conditions for accommodation services offer" and accepts it in full. With payment of the reservation, the agreement becomes a legal obligation to the traveler as well as to VILLA OLIVA

VILLA OLIVA gives the traveler access to relevant promotion material or program in printed or electronic form, gives the traveler all relevant information about the travel, and gives or refers the traveler to general conditions which are a constitutional part of this contract. During the reservation the traveler is responsible for giving all necessary data for the reservation procedure.

With the payment the reservation becomes valid, any other confirmation given in writing or orally is not valid as a reservation. For the reservation of service the traveler is required to pay 30% of the full amount to make the reservation valid. The other 70% the traveler is required to pay at least 21 days before the start of using the service.

If the date of arrival is within 21 days it is necessary to pay 100% of the amount for the requested and confirmed service. Payment is possible by bank transfer to the bank account of VILLA OLIVA. The bank transfer is not available if the beginning of your stay is within 5 work days for payments from abroad, or 3 working days for payments by bank transfer within Croatia.

After receiving full payment for the chosen service(s), the traveler will be sent an e-mail with booking confirmation. The confirmation serves as a proof that the reservation of the service(s) has been carried out. If more people wish to be added to the accommodation than those listed on the confirmation, VILLA OLIVA has the right to refuse the accommodation to the travelers that are not registered, unless they agree to pay all the additional charges that may apply.

With the payment of the reservation the traveler confirms that he understands all the conditions that may apply to the accommodation. Traveler also confirms that he accepts the general conditions of the offered accommodation service. With payment of the reservation, the agreement becomes a legal obligation to the traveler as well as to VILLA OLIVA.

6. THE RIGHT OF VILLA OLIVA TO CHANGE AND CANCEL

VILLA OLIVA commits itself to assure the traveler the accommodation in the reserved period, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, forces of nature, intervention of the authorities etc.).

VILLA OLIVA can offer changes to the reserved accommodation or cancel the accommodation completely or partly, if before or during the time of the stay special circumstances appear that cannot be avoided or declined.

If the traveler pays for the reservation which VILLA OLIVA is unable to fulfill (i.e. exceptional circumstances that appeared in meantime on which VILLA OLIVA has no influence) the traveler will be offered an alternative.

If VILLA OLIVA has the possibility to offer the traveler an alternative, a change of the reserved accommodation can be carried out only with the permission of the traveler. The alternative can be of the same, or higher quality than the one reserved initially. If the traveler accepts the alternative and it is more expensive than the initial offer, the traveler is obligated to pay the difference if he chooses the alternative.

VILLA OLIVA has the obligation to immediately inform all arriving travelers or current traveler about changes to the reservation or cancellation, and if no alternative accommodation can be found, VILLA OLIVA will refund the amount for unrealized services paid by the traveler. If the cancelation occurs during the traveler’s stay, the refunded amount will be only for the rest of the cancelled stay, i.e. if traveler has already stayed 3 days in the accommodation and had 4 days left in the moment of cancellation, the refunded amount would equal to the remaining 4 days.

7. THE RIGHT OF THE TRAVELER TO CHANGE AND CANCEL

If the traveler wishes to change or cancel the reservation, it has to be in written (e-mail or mail). By "change" it is considered a change in the number of people, or change of the dates of travel, at least 90 days before using the service.

If the change of the reservation is not possible, and the traveler cancels a confirmed reservation because of it, lower mentioned conditions apply. Any change of accommodation and any change within 90 days before using the service is considered a cancellation of the reservation.

The cancellation costs will be calculated from the date on which VILLA OLIVA receives a written request for the cancellation, and it is as follows:

• For the cancellation up to 90 days prior the arrival, VILLA OLIVA charges 30% of the full price of the reservation.
• For the cancellation in the period between 89 and 50 days prior the arrival, VILLA OLIVA charges 40% of the full price of the reservation.
• For the cancellation in the period between 49 and 30 days prior the arrival, VILLA OLIVA charges 50% of the full price of the reservation.
• For the cancellation in the period between 29 and 8 days prior the arrival, VILLA OLIVA charges 80% of the full price of the reservation.
• For the cancellation in the period between 7 and 0 days prior the arrival, VILLA OLIVA charges 100% of the full price of the reservation.
• If the traveler does not arrive to the destination or cancels the service of the accommodation after it began, VILLA OLIVA charges the full price of the reservation.

For every cancellation of the reservation VILLA OLIVA charges 15 EUR of administrative expenses.

If the traveler doesn't show up till midnight on arrival day of the reservation and didn't notified agency that he will arrive later, the reservation will be considered as cancelled and above noted cancellation costs would apply.

If the cancellation costs are in fact higher than what was initially prepaid, VILLA OLIVA has the right to charge the additional cost difference of cancellation. VILLA OLIVA is not paying for the eventual expenses of guest's acquirement of travel Visa's or Passports.

8. RESPONSIBILITY OF HOST VILLA OLIVA

VILLA OLIVA is bound to make sure all the services are carried out professionally and make sure that all the rights of the traveler are managed according to the common law.

VILLA OLIVA is bound to make sure that the traveler receives all the services included in the rented accommodation. Furthermore, VILLA OLIVA has to answer to the traveler in case of non-performance of the services expected.

VILLA OLIVA will not be responsible for the lack of a service that is caused by higher forces or exceptional circumstances.

9. RESPONSIBILITY OF TRAVELER

The traveler commits itself to the following:

• to have on hand all valid travel documents. All costs for loss or theft of the documents during the travel period are carried by the traveler.
• to respect the customs formalities, and the rules for the foreign currency of the Republic of Croatia, as well as other countries visited during the travel.
• to respect the rules and regulations of the rented accommodation unit. The traveler is responsible for all eventual material damage that was caused by him and is bound to pay the damages on the spot to the host.

10. SOLVING COMPLAINTS

Every traveler, holder of the contract, has the right to complain to the non-performance of the agreed service. If the services offered are not entirely fulfilled, or below the quality standard, the traveler may require a partial compensation by submitting a written complaint. Every traveler has the right of complaint for not getting the paid service. Every complaint has to be submitted separately by the traveler.

If the traveler is not satisfied with a specific situation upon arrival, he is obligated to inform the VILLA OLIVA representative immediately, giving explanation to his dissatisfaction. The traveler should contact accommodation provider first and try to get a satisfactory solution directly on the spot. The traveler is obligated to cooperate with the accommodation provider in good will to solve the problem.

If the problem is not solved during the stay, within 14 days after reservation was ended, the guest has to deliver a complaint in writing to VILLA OLIVA, enclosing the written complaint together with all documentation and photographs which proves the complaint, by e-mail or regular mail. VILLA OLIVA will consider only complete and documented complaints received within 14 days of guest's departure.

While the solving of complaint lasts, at most 14, that is 28 days after the complaint is made, the traveler will not use any other person, UHPA, other institutions, or giving information in the media. Also, during this period, the traveler agrees not to sue or press charges.

The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the traveler to any compensation of non-material or optimal damage. VILLA OLIVA cannot be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime, etc.).

VILLA OLIVA will not accept any complaints on arrangements with special discounts, including LAST MINUTE offer, FIRST MINUTE and other similar discounted special offers.

11. COMPETENCE OF THE COURT OF JUSTICE

The traveler and the agency will try to solve any disputes in good will, however in case of a judicial dispute; the court of justice is located in Šibenik, with relevant law being Croatian law.

12. DATA PRIVACY

The information gathered through the reservation form are considered personal data and is protected by prescribed applicable Croatian regulations. These data will be used only for the purpose of exercising the rights and fulfilling the obligations arising from reservations made through our website, and will not be used for other purposes.

The certificate reservations confirm that the information provided in the booking form is true and correct and that you are familiar with the purpose of their collection and processing.