- GENERAL TERMS AND CONDITIONS OF THE BUSINESS
Luna Adriatica d.o.o. (L.t.d.) tourist agency Luna Adriatica (thereinafter agency), stands as an intermediary for the tourist services offered, in this case accommodation services, between the customer and the host family (accommodation owner). The Agency, on the basis of published information on its web site, informs the guest and provides accommodation services according to the confirmed reservation.
- BOOKING
Accommodation inquiries and reservations are received and confirmed by telephone, e-mail, or through the agency's website and the agency's contractual partners.
During the application process, customer has to give all the necessary information required by the application form.
After checking the availability of chosen accommodation, customer will receive a written confirmation on which basis he/she shall pay an advance and thereby confirm the booking. After paying an advance customer will receive a confirmation of the reservation.
By confirming the reservation, customer confirms that he/she is familiar with the general terms and conditions about accommodation services and fully comprehends and accepts them.
Thus, everything stated in the general terms becomes legally binding for both, the customer and agency.
- PAYMENT
The payment is in HRK or in foreign currency according to the valid price list of the agency, unless otherwise stated in the offer.
- a) Advance payment
The advance is required and it shall be paid upon receipt of the booking confirmation if not stated differently. On the contrary, the reservation will be considered cancelled.
When paying it is necessary to include the name of the person who made the payment or for whom the payment is made, the reservation number, as well as the name of the accommodation unit which the reservation refers to. The advance can make to 30 % of the total price and it is in accordance with the booked period and type of services that a customer has chosen.
The customer will receive a confirmation of the reservation.
- b) The rest of the payment
The rest of the total amount reduced by the amount of the advance payment will be paid into the agency's account 4 weeks before the guest's arrival or on the day of arrival in the accommodation unit by an employee of the agency.
- SERVICE PRICES
- a) General services
The price of accommodation includes the basic service as described in the booked accommodation unit. The price of accommodation is given in EUR. Agency reserves the right to make changes to the stated prices (in case that the host changes prices or there are changes in exchange rates).
For customers who have already paid an advance for their reservation, agency 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, agency 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 according to the actual prices.
The prices stated on the agency's web pages are calculated on the basis of our contracts with partner agencies and do not need to respond to the prices in the destination where the customer stays for his holiday, so this cannot be the reason of a complaint.
- b) Special (other) services
Special services are not included in the price of accommodation, but can be obtained by requesting at the time of booking or directly at the destination, if they are found in the description of the requested accommodation under "Additional costs". Special services are paid on the day of arrival to the agency's employee or directly to the owner of the accommodation unit.
- RESIDENCE TAX
According to the current Law on the sojourn tax of the Republic of Croatia, a guest / citizen who in a tourist place outside his / her place of residence uses the overnight service in the accommodation facility where the catering or tourist activity is performed shall pay the sojourn tax. The amount of the tourist tax for a certain reservation depends on the destination in the Republic of Croatia and the period of stay, and is charged according to the regulation on determining the amount of the tourist tax. Tourist tax is included in the price.
- CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by agency ( apartments or other objects ) and our partners are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in agency's online offer. Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared.
Information obtained on the place selling the accommodation, does not oblige agency in any way more than any information available on the agency's WEB pages.
On the day of arrival to the accommodation unit, customers are to arrive after 2 p.m., and they are to leave the accommodation unit before 10 a.m. on the departure day.
If a customer will be late and cannot arrive until evening, he shall give notice to the agency he has to register the latest till 6 p.m. on the arrival day. On the contrary the agency is not liable to wait for the customer.
- CUSTOMER'S RIGHT TO CHANGES AND CANCELLATION
In case the guest wishes to change or cancel the reservation made upon his / her request, he / she must do so in writing (by e-mail), not later than 30 days before using the services. A change is a change in the number of persons, the date of commencement and / or termination of use of the service, as well as the type of service. If the guest does not arrive at the destination by 24:00 on the day of commencement of use of the service without notice to the Agency about the delay or after canceling the use of the leased services after the start of use, the guest is not entitled to a subsequent claim for the amount paid.
In case of cancellation the advance payment will not be refunded.
- AGENCY'S RIGHT TO CHANGES AND CANCELLATION
Agency reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond it`s control that cannot be predicted, avoided or rectified (wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and other similar circumstances). 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. In cases where substitute accommodation for paid accommodation is not available, agency reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount. Should an adequate substitute accommodation not be available on the day of arrival, agency will provide information on an available accommodation offer (the same or higher category accommodation service than the booked one).
- CUSTOMER'S OBLIGATIONS
The customer is required : to have valid travel documents, to obey Croatian custom regulations and currency exchange regulations, to provide a valid document (an identity card or a passport), upon arrival when registering in the travel agency, to produce the confirmation of payment (Voucher received by mail or email) upon arrival in order to pay the rest of the price, to obey house rules in accommodation units and have good relations with the host. Should the customer not follow the above listed obligations, the customer is liable for caused damage ( caused to the host ) and must cover the expenses. Agency excludes it's responsibility of the caused damage.
- AGENCY'S OBLIGATIONS
Agency is obliged to send the customer the voucher upon paid advance. The voucher is the confirmation of reservation and contains all the services paid. It is Agency's obligation to take care of the provided services, host's and customers' interests and rights according to the accepted customs and practices in tourism and in accordance to these terms.
- LUGGAGE
Agency is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit (rental of a safety deposit box is recommended if available). Lost luggage or stolen goods should be reported to the host and the local police department.
- PRIVACY PROTECTION
The agency is committed to respecting the privacy of all its guests
and collects only the necessary guest information required for execution
reservations. All guest information is strictly kept and is only available
employees who need this information to do the job. Agency staff and business partners are responsible for compliance
privacy principles.
The Agency is obliged to keep personal data in the database, in accordance
The Law on Protection of Personal Data, that is, the general regulation on protection
personal data (GDPR) on travel agency business.
- AGENCY’S RIGHT TO CHANGE THE TERMS OF SERVICE
Agency retains the right to change the terms of the internet page use, as well as other terms of business. However, the changes will not affect the reservations already made and paid.
- TERMS OF USE OF THESE PAGES
The internet page provide information of the accommodation units on the basis of descriptions and pictures for each accommodation unit. Moreover, on these pages you can get information about the availability of a desired accommodation unit for the period requested and make your reservation. We want to draw your attention to the fact that all internet transactions shall be made by an adult person. Herewith, you pledge yourself to take financial responsibility for all transactions made either by you or an under age person from your family. Furthermore, you are responsible for your under age children who use your personal data as well as for the authenticity and accuracy of the data provided to us for the booking requirements and financial transactions. Shall these pages be in any way misused (by making a wrong reservation or other) you will not be allowed to access the pages.
- COMPLAINTS
If the guest objects to the incomplete performance of the confirmed service by the agency, he may file a written objection.
Complaint procedure:
The guest is obliged to immediately advertise the inappropriate service to the employee of the agency on the day of arrival or to notify him by e-mail or telephone. The guest is obliged to cooperate with the agency, partner agency or owner of the accommodation so that the complaint can be resolved for mutual satisfaction on the spot.
The Agency will only deal with complaints that could not be remedied on the spot, ie at the place of use of the service. The highest compensation per complaint can reach the amount of the advertised part of the services, but it cannot cover already used services or the entire amount of the service. This excludes the guest's right to compensation for ideal damage. If the guest finds another accommodation on his own initiative, without giving the agency a chance to resolve the cause of his dissatisfaction within the agreed time, he cannot request a refund or file a claim for damages.
- COURT JURISDICTION
The agency will attempt to solve all the disputes in agreement with the guest. If an agreement cannot be reached, the issue will become subject to the decision of the Labin Court jurisdiction, under the authority of the laws of the Republic of Croatia