General terms and conditions
+386 31 606 608
BISERI JADRANA d.o.o.
Ulica Milana Majcna 10
Tax number: SI83842373
Registration number: 2146762
IBAN A/C No.: SI56 3400 0102 1486 121
SWIFT (BIC KODA): KSPKSI22XXX
Banka Sparkasse d.d.
1. COVID pandemic situations in regard to your holiday in Croatia 2022
In light of the current situation, Adriatic Pearls is offering flexible rebooking options for all booking policies (refundable and non-refundable).
Here is our current cancellation policy for apartments (unless we agree otherwise):
You can cancel free of charge up to 14 days before arrival. If you cancel later, we will try to find another guest for your period and if we succeed we will refund you with travel credit (in the amount of new reservation). You will be able to use this travel credit until October 2023.
2. GENERAL TERMS
These General Terms and Conditions (GTC) are an integral part of the contract (which is manifested through the electronic order of the reservation, the electronic confirmation of the reservation and the advance payment) between the Tourist Agency Adriatic Pearls (company Biseri Jadrana d.o.o.) -from here on referred to as Adriatic Pearls, and the guest applying for a certain accommodation.
The agent Adriatic Pearls ensures the services in compliance with the published information, description, vacation dates and the confirmed reservation except in the case of exceptional circumstances (war, riots, strikes, embargo, terrorist actions, sanitary or hygienic disturbances, interventions of authorities, death or illness of the host and similar circumstances).
The philosophy of the company is that the guest is having a relaxed holiday, which the company provides through the personal visit of the accommodation and having a good communication with the owners of the villas.
The agent Adriatic Pearls ensures to safeguard all personal data of the guest in compliance with the European Personal Data Protection Act and to use and keep them solely for the needs of the reservation process and informing the guest and will in no case subject the personal data to sale, transfer or third party examination.
3. OBLIGATIONS OF THE AGENT AND THE GUEST
The agent Adriatic Pearls is required to offer services on the Internet page and to attend to the rights of the guest in accordance with approved commercial usage.
The guest is obliged to provide valid travel documents and to keep to the house rules at the accommodation.
Upon arrival, the guest is obliged to hand the voucher (proof of full payment for the service) and travel documents of all the guests in a particular accommodation to the host, so they can execute the statutory registration of travelers at the competent local tourist organization.
The agent shall send the guest the required travel documents (voucher and guidelines on how to find their accommodation) via e-mail or via post no later than 8 days before departure if the full payment for the service has been made. The guest is obliged to verify whether they might need a visa to access the country of their accommodation. In case of non-compliance with the obligations, the guest carries all costs and is responsible for any damage that may result.
Unless specified otherwise on the voucher, the arrival to the villa/apartment/hotel room is possible after 4 pm while the departure is required until 10 am.
4. RESERVATIONS AND PAYMENTS
Inquiries, questions and reservations pertaining to accommodations and other services are done via e-mail or phone, as well as personally in the Adriatic Pearls offices at the address Ulica Milana Majcna 10, 1000 Ljubljana, Slovenia.
After receiving a positive answer and a pro forma invoice from the agent via e-mail, the reservation is completed with the guest’s confirmation via e-mail or phone and a 30 % advance payment specified on the invoice within 3 working days or as specified on the invoice.
The second part of the amount (70 %) is required to be settled 31 days before the planned departure.
In case the advance payment specified on the invoice is not executed in due time, the service is regarded as not have been ordered. If the guest does not execute the second part of the amount 31 days before departure, the reservation is considered as cancelled and the process is proceeded according to item nr. 6.
After the reservation confirmation, the guest is required to provide all the necessary data (usually name, surname and date of birth of all the travelers with the phone number and e-mail address of the reservation holder).
If there are more people accommodating one unit than specified on the voucher, the person renting the unit (host) has the right to dismiss the unannounced guests.
By completing the reservation (executing the 30 % advance payment) the guest confirms that they are acquainted with the general requirements and are in complete accordance with them. The guest can get acquainted with the general terms at the bottom of the Internet page.
5. ACCOMMODATION RATES
The price includes the basic service (holiday home rental, trip organization, wellness program etc.) as it is described on the internet page. Hygienic basics (toilet paper, soap...) are available at the accommodation unit for the first couple of days; afterwards the guest should provide their own. Additional payment is to be made for extra services which can be ordered upon reservation or later if they are still available.
Accommodation rates are published in Euro currency. The agent Adriatic Pearls has the right to alter the published rates (in case of rate change from the service provider or in case of currency alteration), however, the agent must ensure the accommodation or service rate specified on the invoice when the advanced payment was made.
If the rate is altered before the advanced payment is made, Adriatic Pearls is required to let the guest know about the altered rate.
Some accommodation units require additional payment for final cleaning in the amount of 60 € which is also specified in the e-mail with the offer and the rate calculation.
The deposit payment is needed to secure the reservation of the vacation period. The interest rates on the deposit payment in accordance with the 41. Article Consumer Protection Act of RS are already included in the offer for the individualized offer for vacation rental.
6. THE AGENT’S RIGHT TO ALTERATION AND CANCELLATION
The agent Adriatic Pearls reserves the right to alter a reservation in case of unforeseeable exceptional circumstances which could not be avoided or stopped (refer to item 1). The booked accommodation may only be altered with preliminary notification of the guest by organizing accommodation in a unit of the same or higher standard for the rate the guest received with the primary reservation. In case the alternative accommodation is possible only at a higher-standard accommodation and the rate of the paid reservation is 15 % higher (or more), the agent reserves the right for payment of the price difference with consultation with the guest.
In case alternative accommodation is impossible, the agent reserves the right to cancel the reservation and immediately notify the guest of the situation with a full refund of the paid sum. The same conditions apply in case such a situation occurs upon arrival of the guest and does not agree with the offered compensation and alternative accommodation respectively. The agent will commensurate with good business customs to provide the guest with information on additional services which are not in the standard Adriatic Pearls offer in order to ease the altered situation.
7. THE GUEST’S RIGHT TO ALTERATION AND CANCELLATION
In case the guest wants to change or cancel the reservation which was made on behalf of his request, they must do this in written form (via e-mail, post or fax machine). When changing the reservation, a different number of persons or date change falls under the term reservation change and the agent must be notified of this 31 days at the latest before the service is carried out. The first reservation change, if this is possible without additional costs, will be free of charge. For every next reservation change additional 25 € will have to be paid for each new reservation. In case the reservation change is not possible and the guest cancels the existing confirmed reservation, the below conditions for reservation cancellation are taken into account. In case of cancellation, the date of the received written cancellation represents the base for the settlement of the cancellation fee as follows:
FOR VILLA, APARTMENT AND HOTEL RENTAL:
* with written cancellation received up to 31 days before beginning of the booked dates the agent retains the 30 % advanced payment;
* with written cancellation received between 30 and 16 days before beginning of the booked dates the agent retains 50 % of the accommodation costs or other services provided
* with written cancellation received between 15 and 8 days before beginning of the booked dates the agent retains 80 % of the accommodation costs or other services provided
* with written cancellation received between 7 days and 1 day before beginning of the booked dates or in case the guest does not arrive at the destination or the reservation is cancelled on the day of arrival or within the booked dates, the agent retains 100 % of the accommodation costs or other services provided
At the guest’s request the agent can provide the guest with an insurance policy for travel cancellation (in case of force majeure on the guest’s side).
However, the agent will try to find another customer for the cancelled period and in this case refund the guest in full (minus the administration costs of 45 EUR), regardless of the time of cancellation. The outcome of finding a new guest is not guaranteed; but since the agent's mission is to make people happy, it will do anything to help the guest.
Also, every first change of reservation period is free of charge, every additional change of reservation period is charged 35,00 € per change.
8. TRAVEL CANCELLATION INSURANCE
When making a reservation of an accommodation, the agent can provide the guest with travel cancellation insurance if so desired. This reservation is carried out in cooperation with the Slovene Sava insurance company. The insurance enables cancelling the reservation and getting a full refund (even if made on the day of the departure) if the cancellation is made due to medical reasons specified by the Sava insurance company reasons and supported with medical documentation.
Families with young children usually decide for travel cancelation insurance. The insurance premium is 4% of the accommodation rental amount and needs to be settled together with the advance payment (travel cancelation insurance is not possible at a later time).
In case of travel cancelation where the guest would claim the travel cancellation insurance, the cancelation terms specified by Sava insurance company are valid.
9. LUGGAGE AND PERSONAL BELONGINGS
The agent Adriatic Pearls is not responsible for damaged, destroyed or lost luggage as well as stolen luggage or other goods located at the accommodation unit or any other service provider. We recommend safe rental, if this option exists. Lost luggage or theft can be reported to the owner of the accommodation unit or any other service provider as well as at the police station.
10. TOURIST TAX
Tourist tax is governed by the Croatian tourist tax law amounting between 2 and 7 Kuna (or between 0.3 € and 1 €) for an adult per day. Teenagers between 12 and 18 years of age have a 50 % discount while children under 12 years of age do not need to pay tourist tax. The final value id the tourist tax for the reservation depends on the location and season in Croatia and the guest settles it together with the advance payment received from the agent for accommodation unit rental. The guest has no other expenses upon arrival regarding the tourist tax.
11. SECURITY DEPOSIT UPON ARRIVAL AT THE VILLA
In case of villa rental, a security deposit in the amount of 300 € – 500 € is lodged in cash (the amount of the payment varies between villas) and returned to the guest at departure if no damage has been made to the villa its interior and surroundings and if it has been left in a normal and clean state (clean kitchen, garbage disposal) enabling an immediate begin of sanitization and disinfection for the coming guests.
If the guest damages any part of the villa, leaves the villa in an unclean state or has not left the villa on time (as specified in the voucher), the host has the right to deduct the expenses incurred from the security deposit. If the expenses caused by damage exceed the deposit, the guest is obliged to settle the complete damage.
In case of apartment rental the deposit payment is not necessary. The guest is obliged to settle any damage caused at or to the accommodation unit to the owner on the premises.
12. RESPONSIBILITIES OF THE GUEST
The guest uses accommodation and other services at their own responsibility. The agent carries no responsibility if the guest or their anything belonging to them is damaged or if the guest causes any damage at the accommodation unit. The agent also carries no responsibility for inconvenience caused by power failure, gas supply cut-off, inactive sewage system, water supply and similar consequences of force majeure.
Neither the agent nor the owner can be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond their control. In the event that a source of noise has been in existence prior to guest's arrival and agent is informed of this, the agent will contact the guest to inform him of the disturbance.
Agent cannot accept responsibility for events out of our control e.g. bad weather including events arising as a result of very hot or unusual weather, delays caused by carrier companies, breakdown of domestic equipment.
In units with a pool, the pool is used at the guest’s own responsibility and the guest claims full responsibility for their under aged children. The pool at the accommodation units are not enclosed, do not have a lifeguard and tend to be deeper at some parts. The agent also claims no responsibility by the guest’s usage of the unit’s potential beach. The guest is notified that the beaches do not have lifeguards and is therefore fully responsible for their under aged children close to the sea or in it.
With a confirmed and executed reservation the guest expresses consent to cover full costs of any damage done directly to the owner on the premises. Any complaints from the neighbors or the local authorities regarding excessive noise or disturbance during the night hours are a foundation for the owner’s demand for the guest to leave the premises without any refund.
13. COMPLAINT SETTLEMENT
In case the services lacked in quality and were not carried out as described on the Internet page, the guest must inform the owner of this immediately and by this give them a chance to eliminate any irregularities.
In case the guest cannot find the owner or is not satisfied with the proposed solution, the guest must immediately notify the agent or they cannot claim any kind of refund. The guest must immediately describe the unsuitable service to the agent via e-mail at firstname.lastname@example.org or call the following number: 00 386 31 606 608 written on the voucher.
The guest is obliged to cooperate with the agent to fasten the removal of the unsuitable service as quickly as possible. If the guest does not accept the proposed solution equaling the paid service, the agent is not obliged to consider any further complaints by the guest.
If the problem is not solved despite the efforts of the agent, the service provider and the guest, the guest must send in a written complaint to the Adriatic Pearls via e-mail to email@example.com no later than 30 day after returning from the holiday together with a written confirmation from the owner that the complaint was unsuccessfully handled and with additional photo material to substantiate the claim.
The agent will immediately consider the fully documented complaint where the cause of the complaint was not solved during the vacation and had arrived within 30 days of the day of departure and send a reply within 14 days as stated by the Slovene statutory term. The highest compensation on the grounds of the contract is limited to the amount of the service provided and can as such only be the amount for the part of the service complained about and cannot include the service already used or the complete amount. This also excludes the right of the guest to receive a full refund.
14. CONSENSUAL PROBLEM SOLVING
The guest and the agent shall handle all issues by common accord and cooperate according to approved commercial usage and according to the principle of good faith and integrity. In case of unsolvable situations the District Court of Ljubljana is competent for any disputes.
20. January, 2022
Adriatic Pearls (Biseri Jadrana d.o.o.)