1. general conditions
These General Terms and Conditions and travel instructions are an integral part of the contract or voucher for services concluded between Musac Lukas & Musac Oliver GbR (hereinafter referred to as the Organizer or Best of Dalmatia) and the traveler (hereinafter referred to as the Traveler). With these general terms and conditions, the terms and conditions between the Agency and the Organizer, which differ according to the liability, are agreed. All data and conditions in these general terms and conditions represent an obligation for both the Organizer and the traveler.
2. content of the offer
The Organizer provides the service according to information published and valid on the day of confirmation of the booking, as well as according to the description and date consistent with the confirmed booking, except in the case of force majeure, such as illness or death of the landlord or his immediate family; extraordinary circumstances which are not foreseeable and also not preventable, such as natural disasters (earthquake, flood, fire, drought), sanitary disturbances, war, strike, terrorism, restriction (mobilization, state exit ban) issued by the state.
3. booking and deposit
The requests and bookings of accommodation are made electronically, by telephone or in writing. When making the booking, the traveler confirms that he/she has become acquainted with these General Terms and Conditions, about the provision of the service of travel, which he/she has read carefully in advance, and accepts them in full. In this way, all that is stated in these General Terms and Conditions is considered a legal obligation, both for the Traveler and for the Organizer.
The Organizer shall provide the Traveler with appropriate promotional material in electronic form, give him all relevant information regarding the trip and refer him to the General Terms and Conditions about the trip, which are an integral part of this contract. When booking, the Traveler is obliged to provide all data necessary for the booking procedure. For booking the accommodation service, a deposit is required, depending on the selected payment model. The balance must be paid no later than 30 days prior to arrival, unless otherwise indicated in the conditions with which the traveler is acquainted when confirming the booking. In case the Traveler does not realize the payment in the agreed period, the Organizer reserves the right to cancel the booking upon prior notice to the Traveler. The bank charges of the payer and the payee shall be borne by the customer in full after the payment has been made.
4. local tax
The traveler is obliged, in accordance with the valid Law on Local Tax of the Republic of Croatia, to pay the local tax simultaneously with the payment of accommodation. The local tax prescribed by the Law on Local Taxes of the Republic of Croatia is from HRK 3.00 to HRK 10.00 per person per day for adults. Young people between the ages of 12 and 18 are entitled to a 50% reduction on these amounts and children up to the age of 12 pay no local tax. The ultimate local tax depends on the resort in the Republic of Croatia and the date of travel.
5. service price
The service price includes the basic service as described for the particular accommodation unit from the booking. For part of the accommodation units from the Organizer’s offer, apart from the price of the basic service, there is an obligatory surcharge for the following additional services: Final cleaning, insurance, one-time registration fee and ecotax. The amount of the obligatory surcharge shall be indicated to the traveler when calculating the total amount of the booking during the process of realization of the booking. The optional services are not included in the basic price, which are bookable upon prior registration with the Organizer. The surcharge for optional services is paid to the service provider and the traveler is obliged to pay for such services on the spot according to the payment instructions indicated in the Organizer ’s offer. When booking private accommodation, the basic price usually includes electricity, water and gas consumption, as well as the use of bed linen and other additional services, which are indicated as such in the individual descriptions of the accommodation. The additional services should be requested and announced when booking the accommodation.
The traveler is obliged to clean the apartment or cottage before departure, regardless of the final cleaning of the host. The final cleaning of the traveler includes washing and arranging the dishes, removing garbage and sweeping all rooms, so that the host is handed over the object properly. As a rule, the host will not provide you with toilet paper. The prices of services are given in EUR. The Organizer reserves the right to change the published prices. To the traveler who has already made the deposit for a particular booking, the Organizer guarantees the accommodation price stated in the calculation, on the basis of which the deposit was made. If the price change takes place before the deposit is made, the Organizer undertakes to notify the Traveler of the price change. The contracting parties agree that the Organizer has the right to increase the prices at least 20 days before the beginning of the service if there are changes in the exchange rate of the agreed currency after the confirmation of the booking. If the increase of the agreed price is more than 10%, the traveler has the right to cancel the booking, in which case the amount paid will be returned to him, but he has no right to any compensation.
All prices quoted in our offers and programs are based on the contracts with our partners and do not have to correspond to the prices published locally in the object where the traveler will be accommodated, so any difference between the prices cannot be a basis for a complaint.
If the booked accommodation unit is used by more persons than it is stated in the travel documents (in the voucher), the service provider has the right to withdraw the service from the unregistered travelers or to accept all travelers, provided that an additional payment is made on the spot for the unregistered travelers. In this case, customer complaints concerning the quality of the booked accommodation or service will not be considered.
The service provider reserves the right to refuse the booked service to the traveler in case the traveler arrived with a pet without prior notification of the Organizer or the service provider. In the mentioned cases, the Organizer is not obliged to consider the Traveler’s complaints about the quality of the booked accommodation or service.
The promotional prices and discounts cannot be cumulated and combined with each other. It is possible to use only one discount during one booking.
6. categorisation and description of the services
The offered accommodation units are described according to the official categorization of the relevant institution and based on the inspection of the actual condition of the accommodation at the moment of publication. The standards of accommodation, food, services, etc. are different in individual places and countries and cannot be compared with each other. The information received by the traveler in the point of sale does not represent a greater obligation for the Organizer than the stated information on the Internet pages www.bestofdalmatia.com or in the catalog and other printed materials of the Organizer.
Parking is secured if the service provider provides a parking space for each accommodation unit on the property of the object or in its vicinity. The secured parking place does not mean that the parking place is located directly in the yard of the object, guarded, moved or covered. The accommodation from the offer of the Organizer, in which the stay is possible for wheelchair users, is not fully adapted, but has the following characteristics:
– the location of the accommodation unit is on the ground floor (maximum 2 stairs at the entrance to the accommodation unit)
– the size and surface of the accommodation unit allow the movement of wheelchair users (the door width is at least 75cm, spacious bathroom, which is not necessarily equipped with appropriate handles and bars).
7. duties of the Organizer
The Organizer has the duty to take care of the provision of the service and the selection of the service providers. The Organizer shall also ensure that the rights and interests of the travellers are realised in accordance with the usual practices in tourism. The Organizer shall carry out all the aforementioned obligations in full and in the manner described, except in the case of exceptional circumstances (point 2.), in which case it shall proceed as described in point 12.
8. obligations of the traveller
The passenger is obliged to
– have valid travel documents.
– to observe the customs and foreign exchange regulations of the country in which the destination is located.
– to comply with the customs and foreign exchange regulations and to check whether a visa is required for entry into the state in which the holiday destination is located or into neighbouring states. If the trip has to be interrupted due to the violation of these regulations on the part of the traveller, the traveller who has violated the regulations shall bear all costs caused thereby.
– to follow the house rules applicable to the accommodation object and to cooperate with the service providers in good faith.
– on arrival at the destination, to hand over to the service provider the documents relating to the services paid for (the voucher received by e-mail).
– The remaining amount is to be paid in Euro (€).
– to notify the Organizer at the time of booking request that he/she intended to bring a pet to the accommodation, even if according to the description of the object the pets are welcome. The traveller is obliged to inform the Organizer about the breed and size of the pet, because even though pets are allowed, the rules and house regulations must be observed. In most of the objects, where pets are welcome, there is an extra charge, which is determined by the service provider. The surcharge is to be paid to the service provider on the day of arrival at the accommodation. The Organizer will inform the traveller about the amount of the surcharge in advance.
– If the traveller plans to arrive with more persons than the capacity of the accommodation allows, he/she is obliged to indicate all persons in the accommodation request, including underage children. The possibility of accommodating more persons depends exclusively on the owner of the object and an additional payment for the additional persons cannot be excluded. There is no law stating that underage children may stay in accommodation free of charge and without notice.
In the event of non-compliance with these obligations, the traveller alone shall bear the costs and responsibility for the damage incurred. By confirming the booking, the traveller undertakes, in the event that he/she causes damage of any kind, to reimburse the service provider on the spot for the costs of remedying the damage caused.
9. right of the traveller to change or cancel the booking
If the Traveler wishes to change or cancel the booking made on the basis of his/her request, it must be done in writing (by e-mail) so that the Organizer can process the request. It is not possible to change or cancel the booking by phone. In case of cancellation of a confirmed booking, the date of receipt of the written cancellation in the working hours of the Organizer is the basis for the calculation of the cancellation fee. If the written cancellation is received outside the working hours of the Organizer, the date of cancellation will be the next working day.
In case the Traveler wishes to cancel a confirmed reservation of private accommodation within 72 hours from the time of payment of the reservation and there are more than 31 days left until the beginning of the trip, the Organizer will return the paid amount to the Traveler within 7 working days after receiving the cancellation request.
If the traveler requests a change in the number of persons, the date of the beginning or the end of the booked services of a fixed confirmed booking, and the change is possible to realize, the following conditions will be taken into account:
– More than 30 days before the beginning of the booked service and the booking amount is equal or higher than the first booked amount, the Organizer will charge only the price difference
– More than 30 days before the beginning of the booked service and the booking amount is less than the first booked amount, the Organizer will charge a handling fee of 25,00 EUR. The eventual price difference will be refunded to the client.
– 29 to 7 days before the beginning of the booked service and the booking amount is equal or higher than the first booked amount, the Organizer will charge only the price difference.
– 29 to 7 days before the start of the booked service and the booking amount is less than the first booked amount, the organiser will implement the change according to the traveller’s request, but the booking amount remains unchanged.
– No changes are possible from 6 to 1 day before the beginning of the booked service.
If the Traveler requests a change of the accommodation unit in the same object and the change is possible, the Organizer will charge a handling fee of 25.00 EUR and any price difference. If the Traveler requests a change of the accommodation unit in another object, such change request will be considered as a cancellation. In this case, the cancellation conditions listed below will be observed.
If the requested changes are not possible to realize and therefore the traveler is released from the booking, the cancellation conditions listed below will be observed.
In the event that the traveler wishes to postpone his booking to another date, the first change of this type will be charged 25 euros. This rule is valid only for the first change. In the event that the guest requests to shift the dates twice for the same booking, the fee will be calculated as a percentage of the booking value.
In case the guest wants to make a change in the booking within 48 hours before the consumption, and the change is possible, the Organizer will charge processing costs of 15 EUR and possible differences.
In case the traveler has postponed the reservation to the next year without paying the cancellation fee, the more expensive cancellation fee will be charged if he/she requests the cancellation again.
Changes within less than 48 hours before consumption are usually not possible.
From the moment of firm booking confirmation, the cancellation conditions described below apply.
Best of Dalmatia will only consider booking cancellations received in writing (by email). The date on which Best of Dalmatia receives a written cancellation notice is the basis for calculating the cancellation costs.
Cancellation terms for reservations of private accommodation
For cancellations of private accommodation services the cancellation charges are as follows:
Cancellation terms for reservations of villas
For cancellation of villas the cancellation charges are as follows:
If, in case of cancellation of the booking, the traveler has the right to a pro rata refund of the amount paid, the Organizer will make this refund within 45 days. In case of cancellation of the reservation for which the Traveler had paid a deposit of 25-30% of the amount of the reservation and the cancellation costs are higher than the already paid amount, the Organizer will issue the invoice for remaining cancellation costs to the Traveler according to the conditions of cancellation described in sentence 9 of these General Terms and Conditions. The Traveler is obliged to pay the invoice within 14 days after receiving it.
In case the Traveler has to cancel the booking within 7 days before the beginning of the service, the Organizer offers him/her the possibility to find a new Traveler/Service User for the same booking, as far as it is possible (also depending on the Service Provider). In this case, the Organizer requires him to pay only the actual costs caused by this replacement. The new user of the booking assumes all obligations arising from these General Terms and Conditions.
If the Traveler does not appear in the booked accommodation until midnight, on the day of the beginning of the accommodation, and he/she does not inform both the Organizer and the Service Provider about his/her delay, the booking will be considered as cancelled, and the cancellation fees will be charged according to the above mentioned conditions. In case the actual cancellation costs are higher than the above mentioned costs, the Organizer reserves the right to charge the actual costs to the Traveler.
In the event that the incurred cancellation costs are higher than the total booking amount, the Organizer reserves the right to charge the Traveler for the actual costs incurred. The Organizer will issue an invoice to the Traveler, which is due within the 14 days of receipt.
The Organizer will not reimburse the Traveler for any costs incurred in obtaining travel documents or visas related to the booking cancelled by the Traveler.
The travelers are obliged to take care of their belongings that were brought into the accommodation. The travelers themselves are responsible for theft, loss or damage of the things left without their supervision. The Organizer is not responsible for the damaged, destroyed or lost luggage. This also applies to the theft of the luggage or valuables in the accommodation object. Lost luggage or its theft must be reported to the service provider and the competent police station.
11. right of change and termination by the Organizer
The Organizer reserves the right to change a booking in case of extraordinary circumstances that cannot be foreseen, avoided or averted (see point 2.). Booked accommodation can be replaced only with prior notification of the traveler, and only with accommodation of the same or higher category and at the accommodation price on the basis of which the traveler confirmed the booking. If the replacement accommodation is possible only in an object of a higher category, the price of which is 15% higher than the price of the paid booking, the Organizer reserves the right, in agreement with the Traveler, to require the Traveler to pay the difference in price. In case the paid accommodation cannot be replaced, the Organizer reserves the right to cancel the booking, notifying the Traveler at least 7 days before the start of the service. In this case, the Organizer is responsible for returning to the Traveler the entire amount already paid by him/her. In case of cancellation of a reservation by the Organizer, the Traveler has no right to claim compensation from the Organizer, the Organizer is obliged to refund only the amount paid into the Organizer ’s account. If an adequate substitute cannot be provided on the day of the commencement of the service, the Organizer will endeavor to provide the Traveler with information on possible substitute accommodations that are not part of the Organizer ’s offer and will refund the Traveler, in any case, the entire amount paid for the booking.
Each traveler or holder of a confirmed reservation has the right to complain about the non-performance of agreed services. If the services listed in the offer have been provided incorrectly, the traveler is obliged to complain about the non-conforming service on the day of arrival and to inform the Organizer about it by e-mail [email protected]. The Traveler is obliged to cooperate in good faith with the Service Provider and the Organizer in eliminating the causes of his/her complaint. If the Traveler is dissatisfied with the situation found on the spot, leaves the object and finds a new accommodation on his own initiative, without having given the Organizer the opportunity to eliminate the causes of dissatisfaction or to find a substitute accommodation, this Traveler cannot claim a refund of the paid booking amount, as well as compensation for damages, without taking into account the fact that his reasons are justified or not. If the Traveler accepts on the spot a solution offered for his complaint, which corresponds to the paid service, the Organizer will neither consider nor respond to a subsequent complaint of the Traveler.
If the problem has not been solved even after an intervention on the spot, the Traveler is obliged to send a written complaint together with the accompanying documents and photographs that clearly show the reason for the complaint to the Organizer by e-mail to [email protected] or by mail to your address no later than 8 days after returning from the vacation. The Organizer will consider only fully documented complaints received within the specified period of 8 days after the end of the service.
The Organizer is required to provide a written decision on the complaint within 14 days of receipt. The Organizer may extend the time period for making a decision on the grievance for an additional 14 days if further information and verification with the provider is necessary to make a decision on the grievance. The Organizer shall consider only those grievances that could not be resolved on the spot.
The highest possible compensation in case of a complaint is the refund of the agreed price for the complained service. The compensation does not include the already used services and not the total price of the arrangement. With the law on the provision of tourist services, the right of the traveler to compensation for ideal damage is excluded.
13. Personal data protection
The traveler provides his personal data voluntarily. The personal data of the travelers are necessary in the process of realization, the requested service. These data will continue to be used for communication. The Organizer undertakes not to take the personal data of the travelers out of the state or to give them to a third person, except for the purpose of realization of the requested service. The personal data of the traveler will be kept in the database in accordance with the decision of the Board on the way of collecting, processing and keeping personal data. The customer gives his consent for his personal data to be used for marketing purposes of the Organizer.
By confirming the booking and making the deposit or paying the total amount, the traveler confirms his agreement with regard to the above conditions.