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Home / Guide / General terms and conditions |
11.03.2010 |
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General terms and conditions
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General terms
and conditions for
private accomodation, villas, hotels and agrotourism
1. TOURIST OFFER
iTA travel agency offers the services of mediation and booking on behalf of the
provider of services and to their benefit and this way provides accommodation
for guests in accordance with the information found on the web pages of "www.ita.hr",
except in the state of emergency (war, riots, strikes, terrorist activities,
health violations, natural diasters, interventions of the authorities etc.).
Travel agency “iTA”, 23271 Kukljica, MB 0110952388908 (hereinafter referred to
as the agency) guarantees the authenticity of the visual documentation and the
data relating to the facts about the accommodation we offer and which are available
on our web pages – "www.ita.hr".
We also guarantee the accuracy of the conditions under which the accommodations
are offered.
By paying for one or more accommodation units from our program, you assume a legal obligation
towards us and you confirm that you agree with the general conditions of providing accommodation
services in hotels as well as in private accommodation, which are here presented to you. All the
items from the tour package present a legal obligation both for the guest and the agency. These
conditions are the basis for resolving possible disputes that may occur between us, therefore please
be sure to read them.
2. BOOKING AND PAYMENT
Reservations can be made by sending an e-mail with a completed form, which can be found on the
"www.ita.hr" site or by coming to one of our offices or the offices of our partner-agencies, which are
authorized to sell the accommodations we offer. When making a reservation the guest has to supply
all the information required in the reservation form, i.e. when making a reservation in our office
or in the offices of our franchisees to submit all the documentation necessary to carry out the
proper procedure. After receiving a confirmation of the booking, we will send you a requisition form
for making the advance payment. To make the reservation valid it is necessary to make the minimum
advance payment in the amount of 35% of the full price. After receipt of the advance payment, you
will receive a credit voucher containing all the necessary information about the reservation.
 For accommodation in a hotel you have to pay the remaining part of the total sum at
least 30
days before the service is required. On receipt of the entire amount the agency
will mail you the
original Voucher to your address. You should hand in this Voucher
directly at the reception desk of
the hotel.
For suites and rooms in private accommodation the price difference between the
advance and the
total sum can be paid before using the service or in our agency after
reaching you destination.
There you should present your credit voucher.
3. PAYMENTS
In order to confirm the reservation a guest should make an advance payment. The minimum percentage
of the advance is 35% or more depending on different offers. By paying for the reservation the guest
confirms that he/she is completely aware of all the facts and conditions under which a particular
accommodation unit is offered. The act of paying the reservation turns all the conditions presented
here into a legal obligation both for the guest and the agency
4. PROGRAM AND PRICE OF A TOUR PACKAGE
The prices found on "www.ita.hr" pages vary from one accommodation unit to another and are shown next
to every accommodation unit.
The prices include:
For
hotels: half-board and other services described
separately for every hotel
For
suites in private accommodation: daily renting of accommodation
units, beddings,
towels, tablecloths and dish cloths, a fully equipped kitchen (except in case the
use of
kitchen is not included in the package) with dishes and cutlery, food and drinks, water,
electricity and gas consumption as well as the cleaning service once a week.
Tourist tax is not included in the price and it is charged separately per person
and per day and its amount depends on the age of a visitor, season and destination.
Special services are the services provided by a hotel or facilities in private accommodation, which
are not included in the original price (meals, renting tennis courts, boat charter etc.), hence the
guest pays them separately.
Optional services are services provided by the agency and they are not included in the offer of the
rented accommodation unit. They are paid directly to the agency in the national currency of the
country in which the service is provided.
The prices of accommodations are in euro terms.
All above listed prices refer to the sojurn longer than 4 spent nights.
A stay
shorter than seven overnights must be in agreement with the agency. If the stay
is shorter than four overnights the respective prices are increased by 30%. In
case there is a change in prices of a particular accommodation unit after the
application has already been made and before making the advance payment, the
agency assumes an obligation of informing the guest immediately and sending a
new bill, with his/her consent. In case the prices change after the advance has
already been paid, the agency guarantees that the part remaining to be paid will
be charged and paid in accordance with the prices that were effective when the
advance for that accommodation unit was paid.
5. CATEGORIZATION AND DESCRIPTION OF SERVICES
The accommodation units offered: hotels, suites and rooms in private accommodation are described
according to the official categorization of the national Ministry of Tourism and the County Tourist
Bureau in the time the operating permit was issued and upon examination of the real state of the
accommodations by the agency employees when classifying the building. The standards of
accommodation, catering, services etc. in different places and countries are different and cannot be
compared. Information obtained on the sales outlet does not commit the agency more than the
information found on our web site. The agency commits to provide the corresponding dishes in
kitchens and the cutlery according to the number of guests in suites in private accommodation. Every
guest should find clean and tidy accommodation units and there will be clean sheets and towels
waiting for all guests. For guests staying more than one week, the service of changing sheets,
towels and dish cloths will be provided once a week. On the day of arrival in hotels and suites in
private accommodation guests will be able to use the aforesaid accommodations after 2:00 p.m. and on
the day of departure they should leave the accommodation unit before 10:00 a.m. The provider of
services should prepare the accommodation unit for the arrival of new guests in 4-hours time. The
key of rented accommodation units is returned in the agency or in the accommodation unit itself.
In a case the guest is leaving the appartment after 6 pm, he is obligated to
pay rent for the current day.
6. GUEST’S RIGHT TO CHANGE
OR CANCELLATION
If a guest wants to cancel the accommodation booked, this should be done in a written form (e-mail,
fax or mail). The date when the agency received a written notice of cancellation is the basis for
making the bill of cancellation costs in the following way:
For
cancellation earlier than 29 days before the use of the service rented
for the
purpose of handling charges and operating expenses the agency charges
10% of the
total sum of the accommodation rented. The rest of the sum is returned
to the guest at
the expense of the recipient.
For
cancellation from 28 to 22 days before the use of the
rented service, the agency
charges 30% of the total price of the accommodation rented. The rest of
the sum is
returned to the guest at the expense of the recipient.
For
cancellation from 21 to 15 days before the use of the rented service, the agency
charges 60% of the total price of the
accommodation rented. The rest of the sum is
returned to the guest at the expense of the recipient.
For
cancellation from 14 to 8 days before the use of the rented service, the agency
charges 80% of
the total price of the accommodation rented. The rest of the sum is
returned to the guess at the
expense of the recipient.
For
cancellation from 7 to 0 days before the use of the rented service,
the agency
charges 100% of the total price of the accommodation rented.
If
a guest does not show up at the destination or cancels the tour package after the
period of its use has
alreadybegan, the
agency charges the entire price of the tour
package. If the expenses werereally
bigger than the afore-said, the agency holds the
right to charge those real
expenses.
The abovementioned
cancellation expenses are especially applied to the changes in date of use of the service of the
rented accommodation unit but also to all other relevant changes. For every change of date, place or
name of guests on the reservation slip the agency will charge 20 Euros in cash. In case of unplanned
booking cancellation –force majeure, we recommend you to insure yourself against travel cancellation
with a local insurer. On the contrary, the agency does not accept any liability.
7. OBLIGATIONS OF THE AGENCY
The agency has an obligation to ensure that the services are carried out, as well as to choose a
provider of services with the care of a good manager and to take care of the rights and interests of
a guest in accordance with the good tradition of tourism. The agency has an obligation to make sure
that a guest is provided with all the services rented and thus it has a responsibility before the
guest for possible failure in performing all or some of the services rented. The agency does not
take responsibility in case of change and failure to provide the services, which are caused by a
force majeure.
8. OBLIGATIONS OF A GUEST
A guest has to:
have valid travel papers. The guest bears responsibility for the expenses of loss
or
theft of documents during the travel.
obey customs and currency regulations of Republic of
Croatia, as well as those of the
countries through which he or she passes on the way,
observe the
House Rules in the rented accommodation unit and cooperate in good faith
with providers of services.
on the day of arrival at the destination a guest has to pay for the rest of the sum, if not
already done, in the office of our agency or in an office of "www.ita.hr" partner-agency.
Upon arrival at the rented accommodation unit, a guest has to give the provider of
services a copy of the money
order that he or she got at the agency on making the
final payment and on which are stated the exact
number of persons, the time of
residence and the type of services that have to be provided to them.
In case of failure to
observe these regulations, a guest takes the responsibility for ensuing
expenses and
he/she is liable before the agency for the damage done.
9. LUGGAGE
The agency does not accept liability for damaged or lost luggage nor for the theft of luggage or
valuables in the accommodation unit. A guest reports the damage or loss of luggage to the local
police station.
10. TRAVEL INSURANCE
Our prices do not include travel insurance for the risk of traveling and for the entire period of
time spent in the accommodation unit. We recommend you to get travel insurance in an insurance
company in your country.
11. RESOLVING COMPLAINTS
Every guest – contractor has a right to complain in case of failure to provide the service
contracted. If the rented services are only partially or unsatisfactorily executed, a guest may ask
for proportional compensation by submitting a written complaint.
Complaints on hotel services: a guest makes a complaint at the reception desk to the chief
reception. If the cause for complaint is not resolved, the guest has to inform the agency, whose
representative will, in cooperation with the hotel in question, try to resolve the problem. In case
the conflict is not resolved even with the help of the agency, the guest has to submit a written
complaint and ask the chief receptionist or the hotel manager to sign it. The guest has to forward
the copy of the complaint to the agency within 15 days after the use of the service. The agency
takes it upon itself to answer the guest within 15 days upon the receipt of the complaint and to pay
the damages if we ascertain that the cause of the complaint is the fault of the agency or the
provider of services.
Complaints on services provided in suites in private accommodation: The contractor makes a complaint
on behalf of his/her guests who are staying in the same accommodation unit.
The procedure for making a complaint:
if upon arrival at the destination a guest is not satisfied with the state in which he/she
found
the accommodations, he or she has to inform the agency, i.e. the authorized
agency representative of
the cause of his/her discontent immediately upon arrival. The
guest has to cooperate in good faith
both with the representative of the agency and
with the provider of services in order to resolve the
complaint.
If the guest refuses to accept compensation accommodation or refund agreement that
is equivalent
to the service that is booked and paid for, the agency will not recognize
subsequent complaints nor
will it consider it necessary to respond to it.
The criterion of comparison of the original and the compensation accommodation is the
price found
on web pages "www.ita.hr".
The agency cannot offer a guest services of inferior
value in relation to
those already paid for.
If a guest is not satisfied with the state of accommodations on the spot and
leaves the
building finding new accommodation on his/her own, without giving
the agency an
opportunity to resolve the cause of his discontent or to find
compensation accommodation.
This guest cannot ask for a refund nor make a claim
for compensation, notwithstanding the fact that his reasons might be justified.
In case of complaint and request for help, that is for arbitration of the agency,
upon receipt of the complaint, the agency has 8 hours to resolve the situation
at issue. The period between 10 p.m. and 8 a.m. does not count. If the cause
of discontent is valid, resolution of problems that led to it will be considered
as the proper solution to the situation. In case those valid causes of discontent
cannot be resolved, the agency is obliged to find compensation accommodation
for guests. Compensation accommodation is the accommodation of the same or better
quality offered in the entire tourist region of islands Ugljan and Pašman.
In
case a guest does not accept one of at least 3 alternatives of the same or better
quality, which are offered to him/her, the parties will sign a refund agreement.
Under this agreement the agency can refund the guest the maximum amount of 50%
of the sum he paid. The parties mutually sign two copies of the refund agreement
and in that case the guest renounces the right to subsequent claims for compensation,
as well as the right to inform the media. This agreement rules out the guest’s
right to consequential damage. The guest can keep one copy of this document.
12. NOTE
By paying for the reservation the guest entirely accepts the program and the conditions of providing
services both in hotels and suites in private accommodation that are stated here.
Kukljica, December 30 th 2004
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agency@ita.hr
booking@ita.hr |
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Phone:
+385
/ (0)23 373-885 |
Fax:
+385 / (0)23 373-886 |
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ID
- code:
HR-AB-23-13010006142 |
| V.A.T.
No: 91987911 |
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| Working hours |
Mon.
- Friday. 08 - 20
Sat.
- Sunday 09 - 18 |
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HR-23271
Kukljica
OTOK UGLJAN |
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