General terms and conditions
GENERAL TERMS AND CONDITIONS - MARE TOURS
We wish you a nice vacation, without unpleasent surprises. That`s why we prepared clear legal rules represented here that become components of the Agreement, in other words the voucher, between Mare Tours, Pojana 4, Vrbnik (hereinafter: the Agency) and the travel contractor (hereinafter: the Guest). All the information and terms in the program and these General Terms are binding for both the Agency and the Guest. Upon using any service from the offer of Mare Torus, upon payment of the advance, or renting the accommodation directly in Vrbnik the customer accepts the General Terms and Conditions in their entirety.
PERSONAL INFORMATION SECURITY
The Guest provides personal information that is required for processing requested services. The same information shall be used for inter-communication. If you don`t want to receive any information about changes, news and special offers, please inform us and we will of course respect your will. Your name and e-mail address gives us the opportunity to send you newsletters. Of course you may stop delivery of that type of communication at any time.
The Agency is under obligation that the personal information of the Guest will not be given to a third party or used except for the purpose of carrying out requested services and inter-communication.
We reserve the right to publish reviews of accommodation, at the express request of the Guest Mare Tours will unpublish the review from our web site.
CATEGORIZATION AND SERVICE DESCRIPTION
The Agency ensures services according to the published information, description and schedule in accordance with confirmed reservations except in circumstances beyond our control.
While we make every effort to ensure that descriptions supplied are accurate, information presented may contain accidental, grammar or typing mistakes. You must accept that minor differences between the photograph/illustration/text used and actual property may arise. Tolerance of +/- 20% applies to all numerical values (areas, distances,…). Stated distances are based on air distances unless stated otherwise. Offered accommodation units are described after the official categorisation of the issuing institution ( e.g. croatian Office for Tourism) and through our insight in the real condition of the capacities. Changes, additions and information corrections are made continually. Mare Tours is not responsible for direct, indirect, criminal or any other damages that are the result of using information presented.
Property owner reserves the right to make modifications to the property specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, property owners reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice. If major material changes occur after your booking has been confirmed, we will advise you if there is time before departure.
All inquiries and bookings of accomodation are received by e-mail, phone in written (by mail) or delivered personally in Mare Tours agency.
We offer You a wide choice of apartments, rooms and holiday houses. In case You are not sure about what sort of accomodation suits You best, please inform us about Your criteria and priorities when choosing Your accomodation and we shall gladly offer You several options according to Your wishes.
Completed booking form on our web site is considered to be a preliminary booking. We update the availability in our booking calendars daily. When the booking form is received, Mare Tours checks once more whether required accomodation unit is available and than we send to the guest the booking confirmation by e-mail. In order to complete the booking, the guest should pay the advance within 5 days from receiving the booking confirmation. The advance is 20 % of the total amount, for the stay shorter than 5 nights, the advance is 50 % of the total amount. For some accommodation a total amount is required one month before arrival, which is indicated in the accommodation description. When the advance is payed in, the guest is due to mail the receipt to Mare Tours. If booked vacation term starts 15 days after the booking is made, the guest is due to pay advance-money within 12 hours from receiving the booking confirmation and immediately notify Mare Tours by e-mail.
Advance payment for booked accommodation can be paid by bank transfer or by credit card.
Online credit card authorization is provided by WSpay™ system. Data transfer is secured by using SSL (Secure Socket Layer) protocol with 256 bit instant SSL pro data encryption.
All advance payments by credit cards will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site.
If we do not receive the advance as booking confirmation within above stated time limit, the booking is considered to be non valid.
After the advance is paid, Mare Tours will send to the guest advance receipt with all the details considering the service and instructions for how to reach us.
While booking, a guest is due to give all the informations that booking procedure requires. All the files are kept under the name of the person whos name is first stated in booking form (holder of booking). Holder of booking is responsible for all the payments (advance and the rest of the costs).
When you arrive to Your destionation, unless agreed otherwise, you must first register in Mare Tours agency and show Your booking confirmation document – voucher and valid documents (identity cards or passporsts) of all persons in the group.
Check-in is from 14:00 and check out until 10:00. For some accommodation check in is from 16:00 which is indicated in the voucher.
Our opening hours in the high season (1.6. - 15.9.) are 8:00 - 20:00 from monday to saturday and on sunday we are opened from 9:00 - 16:00. Out of high season (until 1.6. and from 15.9.) our opening hours are from 8:00 - 15:00 from monday to friday. For arrivals outside of opening hours, prior arrangements must be made before check-in.
PRICE OF ACCOMMODATION
The price of accommodation includes the basic service as described in the booked accommodation unit. Properties are let fully furnished and equipped in accordance with the category standard. The price for all properties includes linen, electricity, hot and cold water and final cleaning.
Special services are those not included in the price of accommodation (for example pets); therefore the customer pays for them separately. These services must be requested at the time of booking.
In some apartments the air conditioning is included in the price and in some apartments there is a daily extra charge for the air conditioning - this is clearly stated in the accommodation description. Pets are not allowed in all accommodation units. Number and kind of pets must be agreed prior to acceptance of booking.
The accommodation prices are listed in croatian currency - kuna, in accordance with croatian laws and the price in kuna is considered the contracted price. The remaining amount of the accommodation (minus the advance already paid) is to be paid in kuna during the stay. On our website it is possible to see the informative price calculation in Eur by switching the currency converter to Eur.
MARE TOURS reserves the right to change the listed rates in kuna in the case if exchange rate of kuna / euro changes more than 2% in relation to the exchange rate of kuna / euro according to the HNB (Croatian national bank) exchange rate valid on 1.9.2017.
Should the number of people for the reserved accommodation unit exceed the number indicated on the travel documents (voucher), the service provider has the right to withhold services for unannounced guests or allow all guests and request additional payment for unannounced guests on the spot.
The property owner is not obligated to provide accommodation beyond a period stated on the voucher. But if it`s possiblle it can be done. In that case the payment for additional time is requested. The property owner is not obligated to provide services that are not stated in the voucher.
The existing Law regulations prescribe that every guest must pay daily residence tax along with the accommodation bill. The final amount of the residence tax for a specific reservation is determined by the nuber and age of persons as well as the period of booking.
The reservation calculation will include the amount required for residence tax or there will be a note that the residence tax is already included in the price.
The guests pay the registration fee (2 Eur per person - only one time, NOT daily) and reservation fee (9 Eur per reservation) along with the payment for the accommodation.
For the stay of 1, 2 or 3 nights the price is 30 % higher.
If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the property, you must seek prior permission. You might have to pay additional charges at the property owner's discretion.
Travel insurance is not included in the price.
THE GUEST`S RIGHT TO CHANGES AND CANCELLATIONS
In the event that the Guest wishes to change or cancel a reservation, he/she must do so in writing (by e-mail, fax or letter). Changes can refer to the number of people or the names of the Guests, the date of the arrival /departure and must be made no later than 15 days prior to the beginning date of the service in question. If a reservation change is not possible and the Guest gives up the confirmed reservation, the cancellation terms listed below apply.
For fixed confirmed reservations for accommodation units, the date on which the
written cancellation is received represents the basis of the calculation of costs as
for a cancelled reservation up to 45 days prior to the beginning date of the service
- 20% of the total amount of the reservation
for a cancelled reservation 44-15 days prior to the beginning of the service
- 30% of the total amount of the reservation
for a cancelled reservation 14-08 days prior to the beginning of the service
- 50% of the total amount of the reservation
for a cancelled reservation 07 do 2 days prior to the beginning of the service
- 70% of the total amount of the reservation
- for a cancelled reservation 1 day prior to the beginning of the service, during the reservation or failure of the Guest to show up at the reserved accommodation unit - 95% of the total amount of the reservation
THE AGENCY'S RIGHT TO CHANGES AND CANCELLATIONS
The Agency reserves the right to make changes regarding reservations in the event of circumstances which cannot be predicted, avoided or removed. A reserved accommodation unit can only be switched with prior notification by the Guest for an accommodation unit in the same category or in a higher category at the price at which the Guest confirmed the reservation. If the replacement accommodation is only possible in a unit in a higher category where the price is 15% more than the price of the paid reservation, the Agency reserves the right to charge the Guest the difference and is required to consult with the Guest.
In a very unlikely event that the Agency must make alterations and cancellations, we will inform you as soon as possible and if requested we will try to arrange alternative accommodation of a similar type, standard and location.
In cases where substitute accommodation for paid accommodation is not available, Mare Tours reserves the right to cancel the reservation upon prior customer notification and guarantees the refund of the complete paid amount and shall be under no other liability.
OBLIGATIONS OF THE AGENCY
The Agency is responsible for providing services as well as selecting the service provider while respecting the rights and interests of the Guests in accordance with the traditions of the tourism industry. The Agency will fulfill all the abovementioned obligations as described except in circumstances beyond its control.
OBLIGATIONS OF THE GUEST
The Guest is obligated to: have valid travel documentation, respect and abide by all customs and foreign exchange regulations of the destination country as well as of other countries through which he/she passes or resides. The guests must agree to abide by house rules of the accommodation as well as cooperate with the service providers in a well-intentioned manner. The Guest must enquire whether or not a visa is required for the destination country as well as for countries through which he/she passes or resides. If the Guest does not follow these regulations, he/she will be held responsible for any expenses or damages.
You must keep the property and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the beginning of your holiday. Final cleaning is included in the price, unless stated otherwise, however you are expected to keep the reasonable state of cleanliness and in the same general order in which it was found. You will be responsible for any breakages, loss or damage to the property. The property owner reserves the right to charge you for any extra cleaning and to claim compensation for damages.
SECURITY AND VALUABLES
Mare Tours agency is not liable neither for any loss, ruined or damaged baggage or it's theft. Any valuables left at the property are left at your own risk. Neither the Agency nor the property owner is responsible for their loss. No refund can be given should you decide to vacate the property as a consequence of a burglary. Lost belongings or theft should be reported to the property owner and to the local police station.
Neither the Agency nor the property owner shall be responsible for the death of, or personal injury or illness of any member of a booking party, or of any other person at the property.
We shall not be liable for any loss or delay due to any cause beyond our reasonable control including though not limited to acts of God, explosion, tempest, fire or accidents, natural disasters, war or threat of war, civil disturbances, acts, restrictions, regulations, laws or measures of any kind on the part of the government or local authority, strikes, lock-outs or other industrial actions or disputes. Also, natural calamities and further other circumstances such as extraordinary weather conditions, death of the owner, divorce of the owner, in which complete or partial compliance with the agreement cannot be demanded to reasonableness and fairness from us, we shall be entitled to treat the rent contract as discharged.
Mare Tours cannot be held responsible for any damage or loss weather of the Guest nor of the property owner.
If you have a problem whilst at your booked accommodation, please bring it to our attention, so that we have an opportunity to put it right at the time. Failure to alert us of any problem whilst you are in the accommodation will lead to a rejection of any later complaint. You are obliged to cooperate with the Agency and the property owner in good will to renounce the source of complaint. If possible, the agency is obliged to offer alternative accommodation that fits the type of the reserved one if the problem in question cannot be put right at the time. Only complaints that are dealt with during the stay and those whose cause of problem could not be repaired will be considered valid and the maximum amount of refund can reach only the amount of paid deposit and cannot span to already consumed services nor to the total costs. If alternative solution that fits the paid service is refused at the spot, later claims will not be accepted nor answered. Ammendment to the ideal reparationis is not possible and later complaints are not accepted.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, or crowds, as well as similar situations and events which can result in the dissatisfaction of guests and are not a direct result of the accommodation unit quality.
COMPETENCE OF COURT
The Guest and the Agency will aim to resolve all possible objections and if an agreement cannot be reached authority in charge is the court in Krk under the authority of the laws of the Republic of Croatia.