General terms and conditions

1. Introduction

Travel agency "Marina tours d.o.o.", adress Ivana Gorana Kovačića 83, Punat (hereinafter as agency) provides accommodation by making reservations on behalf of the owner and for his account, in accordance to the informations published on our web site www.marina-tours.hr.

2. Booking and payment

Booking inquiries for accommodation are sent electronically(written) or personaly at the agency. With booking  the guest confirms that he accepts the General Terms entirely. In other words, everything stated in the General Terms becomes legally binding both for the guest and the agency.

When the initial reservation is made it is required to pay a deposit of 30% of the total cost on agencys bank account. The rest of the price is payed upon arrival, in cash.

3. Accommodation unit price

The price of accommodation includes the basic service that is published with all accommodation units(daily rent, bed linen, towels, equipped kitchen, with necessary dishes and utensils, use of water, electricity and gas).

Additional services are not included in the price of the accommodation, therefore the guest pays for them separately(for example house pets). These services must be requested at the time of the booking. In most accomodations air condition is payed extra, which is stated in the offer.

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.

If the prices of units change after guest made an inquiry and before deposit payment, the agency is required to inform the guest of the change. For guests who paid the deposit amount, the agency guarantees that the rest of the amount will be paid based on the calculation on witch guest had made the reservation.

For the stay of 1, 2 or 3 nights the price is 30 % higher.

Guests must also pay costs of registration fee- 5 Eur per person (only once). Some appartments have extra charges for the Residence tax. Resident tax is defined by the law and it varies from 0,93 to 1,33 Eur per person per day for adults.
Young people from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying.

The taxes will be in each case noted by each offer.

4. Service description

The accommodation units are described by the official categorization of the competent institution. Standards for accommodation and other services differ from country to country, and cannot be compared.

Every guest should arrive into a clean and tidy accommodation. For guests who stay longer than one week will get bed linen changed and new towels for use.

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.

Guests arrive to accommodation after 14.00 o'clock and on the departure day guests leave the accommodation before 10.00 o'clock. Guests receive the keys of the unit from the owner itself or the agency representative.

5. Agency´s right to changes and cancellation

Agency can change or even cancel the reserved accommodation if before or during vacation unexpected circumstances occur that cannot be avoided. Agency then with the help of the owner should offer the guest alternative accommodation while the change can be done only by the guest´s approval. Offered alternative accommodation should be the same or higher category from the reserved accommodation category

6. Guest´s right to changes and cancellation

If the guest wants to cancel the accommodation that he has reserved, he has to do it with e-mail, fax or ordinary mail( in a written form).  Upon receiving the notification the agency puts regulations for the calculation of cancellation charges.

• for cancellation from 60 - 0 days prior to arrival, no deposit will be returned to guest
• exceptionally, in the case of an official travel ban due to the COVID-19 pandemic the guest is entitled to a refund of the advance payment

7. Agencies and owner´s obligations

The agency has to take care about the implementation of the service, and also about the choice of service owner, to take care about the rights and interests of the guest accordance with the good traditions in tourism. The owner is required to ensure that the guest gets all the reserved services and, therefore, responsible for the failure rented guests services. The agency and the owner exclude all liability in case of changes and default services caused by force majeure.

8. Customer's obligation

The customer is required:
- to have valid travel documents,
- to obey customs regulations and currency exchange regulations of the Republic of Croatia,
- to obey house rules in accommodation units and to cooperate with the host with good intentions,
- to show the document about the paid service (voucher received by email) to the host upon arrival,
- the guest is obligated to check if he needs a visa to enter the Republic of Croatia
- by confirming the reservation, the guest accepts to pay for all damages caused directly to the host.

Should the guest not follow the above listed obligations, the guest is liable for caused damage and must cover the expenses.

House pets are allowed in some accomodations(with prior notification). Bringing pets assumes that they are under the supervision of the owner and pets must not be left unattended for longer periods of time.

9. Resolving complaints

Guest has right to ask adequate compensation for not received paid services. On request the guest must enclose a written objection(in person in agency or by e-mail: info@marina-tours.hr).

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.

10. Court jurisdiction
Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Krk Court jurisdiction).

NOTICE ON FILING CONSUMER COMPLAINTS:

In accordance with the Consumer Protection Act we hereby inform our customers that the objection to the quality of our services can be delivered in writing to the following address:
MARINA TOURS d.o.o., Ivana Gorana Kovačića 83, Punator  the
e-mail address: info@marina-tours.hr

We will give the answer to your complaint in writing no later than 15 days after receiving the complaint. when delivering complaints be sure to indicate the name and adress for submission of response.