GENERAL TERMS AND CONDITIONS FOR PROVIDING SERVICES FOR PRIVATE ACCOMMODATIONS

  • 1. OUR OFFER
    Tourist Agency “Coala Travel”, located in Okrug Gornji,Kralja Tomislava,4  (further just Agency) provides accommodation according to information available at     www.coala-travel.com and according to description and period of the previously confirmed reservation. Exceptions are possible only in case of unpredictable circumstances such as war, riots, strikes, terrorist acts, sanitary disruptions, natural disasters, official interventions, death or illnes of landlorc, etc.
    Agency guaranties the truthfulness of all posted photographs, information and conditions concerning our offered accommodations and services.


    2. BOOKING AND PAYMENT
    Inquiries and reservations can be obtained by filling out a reservation form on our website. No blank fields in the form will be accepted. By submitting the reservation form, customer confirms that Terms and Conditions have been read and accepted. In that way, Terms and Conditions becomes a legal commitment for the both parties, customer and the Agency.
    Completed reservation requires a payment. More information about payments can be found at     PAYMENT METHOD posted on our website. The rest of the money as well as the tourist tax need to be given to the landlord on a day of arrival at the accommodation.
    After receiving your deposit, Agency will send you a voucher containing all the details about the reservation you paid for (information about the landlord, information about the guest, date of arrival, date of departure, and information about any other paid services). Voucher becomes a written confirmation for the paid accommodation.


    3. TOURIST TAX
    The guest is obligated to pay the tourist tax as well as the rest of the money directly to the landlord. Tourist tax depends of the season and place of the vacation and it ranges from 2.00 till 14.00 kunas per day for an adult person. Children of age between 12 and 18 have to pay 50% of the amount of just mentioned tourist tax, while children younger than 12 do not pay it. Exact amount of the tourist tax will be presented in the proinvoice mailed to the guest.


    4. ACCOMMODATION PRICE
    Accommodation prices are posted by individual accommodation units. They include daily rent per accommodation, expenses for sheets, towels, kitchen utensils (unless rent of room without the use of kitchen) with all neccesary dishes and cutlery, and the expenses like water, electricity and gas.
    Special services like food and expenses for pets are not included and have to be requested and paid by the customer.
    Prices are calculated and posted in euros. Agency has a right to change them in case the stock market changes, or in case the landlord changes the original prices.

  • The prices of the accommodation units are in Euros. The agency keeps the right of changing the specified prices in case of price change of the person providing the services.

    All the specified prices refer to the stay in the accommodation unit longer than four nights. If the stay is shorter than:

    • four nights the specified prices are enlarged for 20,00 %,
    • three nights the specified prices are enlarged for 30,00 %,
    • two nights the specified prices are enlarged for 50,00 %,
    • one night the specified prices are enlarged for 75,00 %.

    If the price of a certain accommodation unit changes after the guest has applied for it and before the advance payment, the agency is required to inform the guest of the change and upon their approval, send them another calculation.

    In case of the price change after the advance payment has been made, the agency guarantees that the rest of the amount will be paid according to the calculation based on which the guest had decided to make the reservation of a certain accommodation unit.


    In case that more people uses the accommodation than numbered in a voucher, the landlord has a right to refuse to provide the service to the unexpected guests, or to serve them after getting paid for each guest using rented accommodation.


    5. CATEGORIZATION AND DESCRIPTION OF SERVICES
    Accommodation units are described according to the official categorization done by the local tourist organization, and after inspecting the real condition of the units.
    Standards for accommodations, food, and other services in different places and countries differ and cannot be compared. All numerical values posted on the web have to be taken with tolerance of +/- 0%.
    Every guest has to come to a clean and neat accommodation unit with clean sheets and towels. Additional sheets and towels will be provided for guests that will stay longer than a week. Guests should check in after 2.00 pm, and check out before 10.00 am on the day of departure. The landlord while checking in will provide keys to the accommodation unit.


    6. AGENCY'S RIGHT TO CANCEL OR MODIFY ORIGINAL CONTRACT


    Agency can modify or even cancel reserved accommodation before or during the vacation in case of unpredictable circumstances that could not be predicted, avoided or rectified . In that case the Agency and the landlord have to offer alternative accommodation. Its change can be made only with customer’s approval. Offered accommodation has to be the same or a higher quality than the original one. Agency has a right to consult the customer and charge the difference in price if offered new accommodation is priced minimum 20% more than the already paid reservation. If no alternative accommodation is available, customer will get a full refund.


    7. CUSTOMER'S RIGHTS FOR CHANGES AND CANCELLATION
    Canceling reservation has to be done by email, fax, or post. Canceling fees will be determined based upon the cancellation date, as follows:

    • If cancelled at least 30 days prior the beginning of vacation, the fees will be in the amount of 30% of the original price. The rest of the money will be deposited on customer’s account. The sender will pay any transfer fees.
    • If cancelled 29-22 days prior the beginning of vacation, the fees will be in the amount of 40% of the original price (Agency will keep the deposit).
    • If cancelled 21-15 days prior the beginning of vacation, the fees will be in the amount of 60% of the original price (Agency will keep the deposit).
    • If cancelled 14-8 days prior the beginning of vacation, the fees will be in the amount of 80% of the original price.
    • If cancelled 7 to 0 days prior to the beginning of the service, 100% of the total amount of the reservation price
    • If cancelled reservation following departure or failure of the Traveler to show up at the reserved accommodation unit - 100% of the total amount of the reservation
       

    If a guest sells his contract to the other person, agency will charge him/her only for the expenses caused by the sale.
    In case that customer has a reasonable reason to cancel his reservation, he/she is obligated to provide the Agency the proof for the cancellation. If the proof is valid, Agency will charge the customer for the expenses of the cancellation that cannot exceed 30% of the original price of the vacation.

    In the event that the Traveler wishes to change or cancel a  reservation the Agency charges a fee of 30 Euro for handling expenses.

    8. AGENCY'S COMMITMENTS
    Agency is obligated to make sure all the paid services have been provided as well as the selection of the landlord, and that the customer’s rights and interests comply with the good customs in the tourism. Agency will be responsible for all the paid services that were not provided to the customer. Agency will not be responsible for any changes or failures caused by unpredictable circumstances.


    9. CUSTOMER'S COMMITMENTS
    Guest is obligated to:

    • Carry valid travel documents
    • Obey custom regulations in Republic of Croatia
    • Respect the house rules and work together with the landlord or the Agency in good intention
    • Pay the full price for all the damages in the accommodation unit caused by the guest
    • Provide the landlord received voucher with the details about the number of guests, type of services and the proof for paid deposit
    • Pay the rest of the amount owed for the vacation at the day of the arrival.

    Guest will be responsible for any expenses caused by disobeying his/her commitments


    10. LUGGAGE
    Agency will not be responsible for any luggage that has been destroyed, lost, damaged, or stolen inside the accommodation unit. Guest should report lost or stolen luggage to the landlord and to local police.


    11. TRAVEL INSURANCE
    Travel risk insurance is not covered by the published prices. Individual insurances can be obtained through the agency representatives. We recomande to our clients make Travel Package .

    • health insurance for the traveller during his stay in the Republic of Croatia

    • luggage insurance

    • cancellation insurance

    • accidental insurance


      12. RESOLVING THE COMPLAINT
      Customer has a right to complain if paid services have not been provided. If customer is not satisfied with the services, compensation can be arranged. In that case, written complaint is necessary.

      Reasons and ways for obtaining the complaint:

    • If customer is not satisfied with the condition of the accommodation unit in the destination, it is his/her responsibility to immediately report the problem to the landlord and the agency representatives. In that case all the parties should negotiate with the purpose of eliminating the reasons for the complaint. By having justified and approved complaint, the Agency will do its best that the guest get the acceptable solution that corresponds the paid service. Agency, or the landlord, is not allowed to offer any solution worth less than the original price. In case that customer refuses the offered solution that corresponds the paid service in the place of vacation, no further complaints will be accepted.
    • If customer moves out of the accommodation unit without consulting with the landlord or the Agency about the reasons for leaving, no complaints will be accepted or considered.
    • Written contract signed by both parties will be provided in case of agreed solution for the complaint in the destination. Each party will get a copy of the contract.
    • In case that solution acceptable for both parties cannot be found in the destination, report is necessary for any further procedure. That document has to contain report about the situation and the reasons for the complaint, and has to be signed by both parties. Each party should get a copy of it.
    • Complaints received after the closure of the vacation (e.g. closure of the contract) have to be mailed no longer than seven business days from the date vacation ended. They have to be fully documented and have to include report signed by both parties. No exceptions will be made.
    • Agency is obligated to provide a written solution no longer than fourteen days from the day the complaint was received. That deadline can be extended for additional fourteen days if necessary for getting all the information and checking the reasons for the complaint. Agency will consider only those complaints whose solutions could not be found at the place of vacation or the living unit.
    • Before Agency comes up with the solution, customer is not allowed to engage any other party,any law institution. Also, no sharing information with the means of public information is allowed.
    • Coala Travel cannot be responsible for the weather conditions, the cleanliness and temperature of the sea of destinations visited as well as all other similar situations and events not directly related to the quality of the reserved accommodation unit that can result in the dissatisfaction of the guest.

    Refund cannot exceed value of the services being complained about. That means that refund should never be given for high quality services, or services provided prior the services being complained about.


    13. COURT'S AUTHORITY
    If customer finds Agency’s respond to his/her complaint unacceptable, he/she can start a lawsuit. In that case, law institution in charge for further legal procedures will be City court in Trogir.


    14. TERMS AND CONDITIONS
    With the act of paying for the reservation the guest accepts the program and the above stated conditions of private persons giving private accommodation services completely.


    In Okrug Gornji, 1th of juni, 2003.