General terms and conditions

General Terms and Conditions for Accommodation Services

(private accommodation, hotels)

1 – Offer

Life Tours Zadar internet travel agency provides accommodation services in accordance with the information published on the website www.lifetourszadar.hr on the day the reservation is confirmed, and in accordance with the description and dates of the confirmed reservation, except in cases of force majeure (*).

2 – Reservations and payments

Accommodation inquiries and reservations are accepted electronically or by telephone. By making a reservation, the guest confirms that they have read these General Terms and Conditions for Accommodation Services and accept them in full. Accordingly, everything stated in these General Terms and Conditions becomes a legal obligation for both the guest and the Agency. When making a reservation, the guest is obliged to provide all information required by the reservation procedure, which the Agency will use solely for the purpose of completing the reservation, protecting the privacy of personal data.

• To reserve private accommodation, an advance payment of 20 % to 30 % is required – the guest will be informed of the exact amount when making the reservation – and the remaining amount is paid to the host on the day of arrival at the accommodation.
• To reserve hotel accommodation, an advance payment of 30 % is required, and the remaining amount must be paid no later than 21 days before the start of the service.

At their own discretion, the guest may also pay the full amount in a single payment when making the reservation.

3 – Tourist tax

In accordance with the applicable Tourist Tax Act of the Republic of Croatia, the guest is obliged to pay the tourist tax together with the payment for the accommodation service. The tourist tax prescribed by the Tourist Tax Act of the Republic of Croatia ranges from 2,00 to 7,00 kn per person per day for adults. Young people from their 12th to their 18th birthday receive a 50 % discount on this amount, while children under their 12th birthday do not pay the tourist tax. The final amount of the tourist tax for a particular reservation depends on the destination in the Republic of Croatia and the period of stay, and is charged in accordance with these General Terms and Conditions together with the payment of the final amount for the accommodation. The reservation calculation will either state the amount of the tourist tax separately or include it in the accommodation price.

4 – Accommodation price

The accommodation price includes: daily rental of the accommodation units, bed linen, an equipped kitchen (unless rooms are rented without the use of a kitchen) with the necessary dishes and utensils, and consumption of water, electricity and gas. Any special services (such as boat rental, meals in private accommodation, etc.) are not included in the price.

Accommodation prices are published in EUR. For guests who have paid an advance for a particular reservation, the Agency guarantees the accommodation price stated in the calculation on the basis of which the advance was paid. In the event of a change in accommodation prices by the service provider or a change in the exchange rate, the Agency reserves the right to change the prices published on the website. If the change occurs before the advance payment, the Agency undertakes to inform the guest of the price change. If more persons arrive at the reserved accommodation unit than stated in the travel documents (voucher), the service provider has the right to refuse accommodation to the unannounced guests or to accept all guests, only where the type of accommodation realistically allows it, with an on-site surcharge for the unannounced guests.

5 – Categorisation and description of services

The published categorisation of the accommodation units offered is determined according to the official categorisation of the competent institution. It is expressly noted that standards of accommodation, meals, services and other aspects differ between individual places and countries and are not comparable.

6 – The Agency's right to changes and cancellation

The Agency reserves the right to change a reservation if extraordinary circumstances arise that cannot be foreseen, avoided or eliminated (* – see point 1), such as natural disasters, terrorist acts, war, strikes, etc. Reserved accommodation may be replaced only with prior notice to the guest, and only with accommodation of the same or a higher category and at the accommodation price at which the guest confirmed the reservation. If it is not possible to replace the paid accommodation, the Agency reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of the service, and guarantees a refund of the entire amount paid. If an adequate replacement is not possible on the day the service begins, the Agency will endeavour to provide the guest with information about possible accommodation not included in the Agency's offer and will in any case refund to the guest the full amount paid for the reservation up to that point.

7 – The guest's right to changes and cancellation

If the guest wishes to change or cancel a reservation made at their request, they must do so in writing (by e-mail or post) no later than 30 days before the start of the service. A change is understood to mean a change in the number of persons or in the start and/or end date of the service, where possible. The first change to a reservation, if possible without additional costs, will be made free of charge. For each subsequent change to the reservation, administrative costs for issuing new documentation of 40 EUR per change will be charged, plus any bank charges. If a change to the reservation is not possible and the guest therefore withdraws from the confirmed reservation, the cancellation conditions set out below apply. A change of accommodation unit and any change within 30 days before the start of the reservation, as well as during the use of the reservation, is considered a cancellation of the reservation.

In the event of cancellation of a confirmed reservation of private accommodation, the date of receipt of the written cancellation is the basis for calculating cancellation costs as follows:

• for cancellation up to 30 days before the start of the service, 30 % of the accommodation price is charged
• for cancellation from 29 to 15 days before the start of the service, 50 % of the accommodation price is charged
• for cancellation from 14 to 7 days before the start of the service, 80 % of the accommodation price is charged
• for cancellation 6 – 0 days before the start of the service, or if the guest does not arrive or cancels within the reserved period, 100 % of the total accommodation price is charged.

Special cancellation conditions apply to confirmed reservations of hotel accommodation cancelled by the guest. The cancellation date is the date of receipt of the written notice of cancellation, and costs are charged as follows:

• for cancellation of the reservation up to 30 days before the reservation start date, 30 % of the total accommodation price is charged
• for cancellation of the reservation from 29 to 22 days before the reservation start date, 50 % of the total accommodation price is charged
• for cancellation of the reservation from 21 to 8 days before the reservation start date, 80 % of the total accommodation price is charged
• for cancellation of the reservation 7 or fewer days before the reservation start date, 100 % of the total accommodation price is charged.

If the guest does not arrive at the reserved accommodation unit by midnight on the day the service begins and has not contacted the Agency or the service provider, the reservation is considered cancelled and cancellation costs are calculated as stated above.

If the traveller has to cancel the reservation, the Agency offers the traveller the possibility of finding a new traveller / user for the same reservation, if possible (this depends on the service provider), in which case the Agency will charge only the actual cost of the replacement. The new holder of the reservation assumes all obligations under these General Terms and Conditions.

If the actual cancellation costs incurred exceed the costs stated above, the Agency reserves the right to charge the actual costs incurred, which may in no case exceed the total amount of the reservation. Any payments the Agency may owe the guest as a result of a cancellation will be made exclusively by transfer to the guest's bank account. If the guest cancelling the trip finds a new user for the same reservation, the Agency will charge only the actual costs caused by the replacement.

8 – Obligations of the Agency

The Agency's duty is to ensure the provision of services and the selection of service providers, and to look after the rights and interests of the guest in accordance with good practice in tourism. The Agency will fulfil all of the above obligations in full and in the manner described, except in extraordinary circumstances (point 1), in which case it will proceed as described in point 6.

9 – Obligations of the guest

The guest is obliged to:

• hold valid travel documents and check whether a visa is required for entry into or transit through neighbouring countries
• comply with the customs and foreign exchange regulations of the destination country
• observe the house rules in the accommodation facilities and cooperate with service providers in good faith
• upon arrival at the destination, hand over to the service provider the voucher received by post or e-mail and pay any difference up to the full amount of the service stated on the voucher.

In the event of failure to comply with these obligations, the guest bears the costs and is liable for any damage caused. By confirming the reservation, the guest undertakes to pay the service provider on site for any damage they cause.

10 – Luggage

The Agency is not liable for damaged, destroyed or lost luggage, nor for the theft of luggage or valuables in the accommodation facility (renting a safe is recommended where available). Lost luggage or theft must be reported to the accommodation provider and the competent police station.

11 – Handling of complaints

If the services offered are performed inadequately, the guest may claim proportionate compensation by submitting a written complaint. Every guest has the right to complain about a paid service that was not provided. Each guest – holder of a confirmed reservation – submits a complaint separately.

Complaint procedure:

• On the day of arrival, the guest must immediately complain about the inadequate service to the service provider and notify the Agency by telephone at +385 91 508 9001 or by e-mail at info@lifetourszadar.hr. Immediately upon receipt of the notification, the Agency will intervene with the service provider so that the causes of the complaint are eliminated. The Agency does not accept complaints relating to facilities that are not part of the property (road works, cleanliness of the beach, condition of buildings in the immediate vicinity…).
• If the problem is not resolved even after the Agency's intervention and the guest decides not to take the accommodation, they are not obliged to pay the obligations arising from the voucher and may, upon returning from holiday, request a refund of the amount previously paid. In this case, within 30 days at the latest, the guest must send a written complaint together with supporting documents and, if possible, photographs proving the grounds of the complaint, to the Agency by e-mail at info@lifetourszadar.hr or by post to Life Tours Zadar, ulica bana Josipa Jelačića 1 B, 23000 Zadar. The complaint must be accompanied by a confirmation of arrival, which the service provider is obliged to issue and sign, confirming the guest's arrival on the day specified in the reservation. The Agency will only consider fully documented complaints received within 30 days.
• If the guest does not complain about the accommodation on site, they are not entitled to a refund.
• The Agency undertakes to issue a written decision on the complaint within 15 days of receiving it. The Agency may extend the deadline for deciding on the complaint by a maximum of an additional 15 days in order to gather information and verify the claims with the service provider.
• Until the Agency has issued its decision, the guest waives the mediation of any other person, arbitration by the Association of Croatian Travel Agencies or a court, as well as providing information to the media.

The maximum compensation per complaint may reach the amount of the part of the services complained about, and may not cover services already used or the entire amount of the service. This excludes the guest's right to compensation for non-material damage. The Agency pays recognised compensation exclusively by transfer to the guest's bank account.

The Agency cannot be held responsible for climatic conditions, the cleanliness and temperature of the sea at destinations, or any other similar situations and events that may cause the guest dissatisfaction but do not directly concern the quality of the reserved accommodation unit.

12 – Jurisdiction

If the guest is not satisfied with the decision on the complaint, they have the right to judicial arbitration. In such a case, the court in Zadar shall have jurisdiction, in accordance with the laws of the Republic of Croatia.

13 – Note

By paying the advance for the accommodation reservation, the guest fully accepts these Terms and Conditions.

Zadar, 01. 02. 2018.