Terms and conditions

GENERAL CONDITIONS OF PRIVATE PERSONS GIVING PRIVATE ACCOMMODATION SERVICES

1. CONTENTS OF OFFER

The Vakance is a provider of private accommodation and hotel accommodation booking services.

 Types of accommodation units and codes of the Vakance's private accommodation offer:

A - apartment, a self-contained accommodation unit which consists of one or more rooms, its own kitchen, and at least one bathroom. There can be one or more accommodation units in the house: apartment, studio or room. There is usually one self-contained accommodation unit in the house where the owners or the owner's family live.

AS - studio, it is a self-contained, small apartment, which combines living room, bedroom and kitchen into a single unit or with the sleeping facilities situated on the gallery. It has its own bathroom. There can be one or more accommodation units in the house: apartment, studio or room. There is usually one self-contained accommodation unit in the house where the owners or the owner's family live.

S - bedroom, an accommodation unit with sleeping facilities. It usually has its own bathroom, but sometimes it can have a shared bathroom. Sometimes there are shared cooking facilities which is often charged extra but usually it is not possible to prepare one's own meal, although, in such cases some owners offer the option of breakfast, half board or full board which is paid additionally. There is at least one more accommodation unit in the house: apartment, studio or room. There can be one or more accommodation units in the house: apartment, studio or room. There is usually one self-contained accommodation unit in the house where the owners or the owner's family live.

K - house, an accommodation unit encompassing the entire facility. It includes one or more rooms, its own kitchen and at least one bathroom. There are neither other clients nor owners in the house.

The lower case letter next to the numbers in the code of an accommodation facility means that the facility contains several accommodation units regardless of the fact whether the units are included in the offer or the owners live there. For example, A-456-c means that there are at least two more apartments in the same house (apartments 'a' and 'b').

The numbers in brackets indicates the capacity of the accommodation unit, i.e. the number of beds. The first number indicates the number of basic beds and the second number the number of extra beds. For example A-456-c (4+2) means that the apartment 'c' in the house 456 has 4 basic and 2 extra beds.

One room can contain maximum 2 basic beds. All other beds in the room are considered as extra beds. All beds in kitchen, dining room or living room are also considered as extra beds. The extra beds in the accommodation units from our offer are usually standard beds, less often sofa beds, and very rarely folding beds. The position and the type of extra beds can be seen in the photos and in the ground plan of the selected unit.

"Vakance d.o.o." tourist agency, Jobova 3, 21000 Split (further in the text, the agency), guarantees the authenticity of the graphic and date review related to the accommodation unit characteristics in its offer available at www.vakance.hr as well as the authenticity of the conditions of the same offer.

The agency will ensure the accommodation in the reserved accommodation units at the reserved time, except in the case of unexpected circumstances (war, riots, strikes, terrorist attacks, sanitary problems, natural disasters, official interventions, etc.).

By renting one or more accommodation units from our program you enter a legal relationship with us, confirming that you accept the general conditions of private persons giving private accommodation services which are presented here. All the details published in the arrangement represent a legal commitment of the guest as well as the agency. These conditions are the basis for solving all the possible conflicts between us, so please read them carefully.

2. APPLICATIONS

Reservation applications are done in two ways: you can fill in the provided form available at the Hvarinfo.com web site and send it via email, or you can file your request personally in our agency or in other agencies that are our partners and as such authorized to sell the accommodation unit arrangements from our offer. During the application process the guest has to give all the necessary information required by the application form if he is filling in the online application, ie.he has to show all the required documents if he is personally reserving a unit in our agency or any other agency which cooperates with "Vakance".

3. PAYMENTS

In order to confirm the reservation the guest pays the advance that varies from 25% to 50%, depending on the agreements with owners. The rest of the amount, up to the complete value of the arrangement, the guest pays on the arrival day to the owner of reserved accommodation unit. In specific cases (for instance, when the total reservation amount does not exceed 300 Euros or the client is a person required to have a visa before entering the Republic of Croatia) it is necessary to make the whole payment (100 %) to confirm the reservation.

By paying the reservation the guest confirms that they are completely aware of all the characteristics and conditions under which a certain accommodation unit is offered to them. The act of reservation payment makes everything stated in these conditions a legal commitment for the guest as well as for the agency.

4.CONTENTS AND THE PRICE OF THE ARRANGEMENT

The prices published on Hvarinfo.com web pages vary from unit to unit, and are shown next to every accommodation unit. The specified prices include: a daily rent of the accommodation unit, bedlinen, equipped kitchen (unless the guest reserves only rooms without the use of kitchen) with all the necessary dishes and cutlery, and water, electricity and gas spent during the guest's stay.

Special services are services provided in the accommodation unit which are not included into the price of the rent (food, renting a boat, etc.) so that the guest pays for them separately. The special services should be asked for at the application, they are paid for as an extra amount added to the price of the arrangement and they enter into the final calculation.

Optional services are services provided by the agency which are not related to the offer of the rented accommodation unit. The guest pays for them at the destination either to the guide or the agency's representative in the national currency of the country where the service itself is provided.

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 three nights. If the stay is shorter than four nights the specified prices are enlarged for 33,33 %.

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.

All the prices advertised on the Agency's website refer to the stay in the accommodation unit longer than four nights. For a stay of 4 days or less the amount increases in % of advertised price:

    * Four nights - the advertised prices increase by 20,00 %.
    * Three nights - the advertised prices increase by 33,33 %.
    * Two nights the - the advertised prices increase by 50,00 %.
    * One night the - the advertised prices increase by 75,00 %.


5. CATEGORIZATION AND SERVICE DESCRIPTION

The offered accommodation units are described according the official categorization of the local tourist organization at the time of the release of the work permit and according to the actual state of the accommodation unit at the time of the visit and the processing of the unit by Vakance fieldworkers.

Accommodation, food, services and other standards of particular places and countries are different and cannot be compared. The information the passenger receives on the place selling the accommodation does not obligate the agency more than the information published on our Internet pages.

The agency will ensure that the kitchen in every accommodation unit is equipped with corresponding dishes and cutlery according to the number of people it is intended for. Every guest is to arrive into a clean and tidy accommodation unit, where clean bedlinen will be expecting them.
For the guests staying more than a week, the service provider is no under no obligation to provide towels.

On the day of arrival to the accommodation unit, guests are to arrive after 14.00, and they are to leave the accommodation unit before 10.00 on the day of departure. During these four hours the host cleans the accommodation unit and prepares it for new guests.

The keys of the accommodation unit are given in the unit itself by the host.

6. AGENCY'S RIGHT TO CHANGES AND CANCELLATION

The agency can suggest changing the reserved accommodation unit or cancelling it completely or partially if before or during vacation unexpected circumstances occur which cannot be avoided or removed, and if these same circumstances occured at the time of publishing and selling the program the agency would consider them a legitimate reason for not publishing the offer and consequently for not receiving applications and reservation confirmations of the specified accommodation units.

If the agency is able to offer the guest an alternative accommodation, the change of the reserved accommodation can be made only with the guest's consent. The offered alternative is to be of the same or higher quality than the previously reserved accommodation. The possible price difference between the reserved accommodation and the accepted alternative will be covered by the agency.

The agency will inform all the guests who have confirmed their arrival by paying for the reservation of any changes in the reservation or cancellation of the reservation immediately upon the occurrence of the unexpected circumstances, and if it is not able to find an alternative accommodation has an obligation of returning the whole paid amount minus the administrative costs.

7. PASSENGER'S RIGHT TO CHANGES AND CANCELLATION

 The client is entitled to a change of a confirmed reservation only if the change is accepted by the service provider. The changes may include: change of the contractor, booked date, number of persons, their age and type of basic or extra services booked. The request for a change of the reservation must be submitted in a written form (by e-mail, fax or by mail). The client agrees to pay the flat sum per change (per new calculation) depending on the date on which Vakance receieved written request for change of reservation parameters:
  • for change requested by the guest no later than 21 day before the start of using the reserved service Vakance charges flat sum administrative cost in amount of 30,00€,
  • for change requested by the guest 20 days or later before the start of using the reserved service Vakance charges flat sum administrative cost in amount of 45,00€
If the guest requests a new change in reservation after the previous confirmed and agreed change has been made, it is being charged again according to the above stated cost price list, even if the new parameters correspond to the ones of the originally confirmed reservation.

The date the written cancellation notification was received by the Agency represents the basis for the calculation of cancellation charges in the following way:

Private accommodation:

  • For a cancellation occurring up to 29 days before the start of using the service booked the Agency charges 30 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 28 to 22 days before the start of using the service booked the Agency charges 40 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 21 to 0 days before the start of using the service booked the Agency charges 50 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.

Hotels:
  • For a cancellation occurring up to 29 days before the start of using the service booked the Agency charges 30 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 28 to 22 days before the start of using the service booked the Agency charges 40 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 21 to 15 days before the start of using the service booked the Agency charges 60 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 14 to 8 days before the start of using the service booked the Agency charges 80 % of the total price of the accommodation booked on behalf of handling and administrative charges . The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 7 to 0 days before the start of using the reserved service the Agency charges 100 % of the total price of the accommodation booked.
  • If the client does not show up at the destination or cancels the arrangement after the beginning of the service, the client is not entitled to any refund.

 If the actual costs are higher than presented above, the agency keeps the right of charging all the actual costs. The specified cancellation costs are also applied to the changes of dates of the service use in the reserved accommodation unit but also to any other important changes.

If the guest who cancels the reserved accommodation unit finds a new user of the same reservation, the agency charges only the costs caused by the change.

If the cause of the reservation cancellation is higher power on the guest's side, the agency charges only the actual costs which cannot exceed 30% of the value of the whole reservation. The rest of the amount will be returned to the guest.

Immediately upon determining the correct amount to be returned to the guest, the agency will make the payment on the guest's giro account number or their foreign account if the guest is coming from abroad at the expense of the agency.

8. AGENCY'S OBLIGATIONS

The agency's obligation is to be in charge of carrying out the services as well as selecting the service provider giving it all the necessary attention, and also the agency is to take care of the rights and interests of the guest in accordance with the good habits in tourism.

The agency is to see that the guest receives all the services they paid for, and thus is responsible to the guest for any possible non-fulfilment of the services or a part of the services the guest paid for.

The agency eliminates and responsibility in case of changes or non-fulfilment of the services caused by higher power.

9. GUEST'S OBLIGATIONS

The guest has an obligation to:
  • own a valid passport. The costs of document loss of theft is born by the guest.
  • respect the customs and foreign regulations of the Republic of Croatia, as well as other countries he stays in during the trip,
  • respect the home rules of the reserved accommodation units, and cooperate with the hosts with good intentions,
  • show the host the voucher with the correct number of persons and type of services to be provided at the arrival to the accommodation unit. The specified voucher will be forwarded to the guest's email immediately upon the paid reservation.
  • pay the rest of the outstanding amount on the day of arrival, to the owner.
In case of not respecting the above stated obligations, the guest bears responsibility for all the possible costs and damages.

10. LUGGAGE

The luggage is carried at the risk of the guest, thus we recommend insuring the luggage in an insurance company.

The agency does not hold any responsibility for the ruined or lost luggage, nor for stealing of the luggage or valuable objects from the accommodation unit. The guest should report it to the host or to the nearest police station.

11. OBJECTION RESOLVING

Each guest - contract carrier has a right to object in case of the services agreed upon not being provided. If the services the guest has paid for are not provided completely or are of low-quality, the guest can demand an adequate reimbursement by enclosing a written objections. Each guest - contract carrier - submits their objection separately.

Objection procedure:
  • if the guest is not satisfied with the condition of the accommodation unit, they are to inform the agency or the agency's certified representative of the reasons of their dissatisfaction immediately upon arrival. In case of the guest not being able to contact the agency or its certified representative, they are to report the issue to their host. The guest has the obligation of cooperating with the agency as well as with the host with good intentions so that the reasons of the objection could be removed. If the guest is not willing to accept the solution offered on the spot and which corresponds to the reserved and paid service, the agency will not take into consideration their subsequent complaint nor will it find it necessary to respond to it.
    The standard for comparing the basic and alternative service is the price published on Hvarinfo.com Internet pagess. The agency is not allowed to offer the guest alternative services whose value is less than the value of the reserved services.
  • if the guest is not satisfied with the condition of the accommodation unit, leaves the unit and find another accommodation themselves, without giving the agency an opportunity to deal with the reason of their dissatisfaction or find them an alternative accommodation they are not to demand a reimbursement nor file a charge for damages, regardless of the fact whether the reasons were justified or not.
    In case of an object and request for help, ie. arbitration on the side of the agency, the agency is given 8 hours upon receipt of the objection to resolve the disputable situation. The time period between 22 and 8 o'clock does not enter this deadline. If the reasons of dissatisfaction are justified, the situation will be considered resolved when its cause has been removed. If the cause of the dissatisfaction cannot be removed, the agency promises to find another accommodation for the guest.
  • If the guest and the agency's representative are not able to find a solution they are to draw up a written confirmation in two copies which is to be signed by both of them. The guest keeps one copy of this confirmation.
  • not later than 7 days upon their return from the trip (Sundays excluded) the guest sends a written objection to the "Vakance" headquarters enclosing the written confirmation signed by the agency's representative and himself and encloses possible costs he has had due to the accommodation unit replacement. The agency takes into consideration only those objection which are complete and received within the above mentioned deadline of 8 days.
  • the agency has to make a written solution to this objection within 14 days of the objection receipt. The agency can postpone the solution deadline in order to collect the evidence and check the claims of the objection but for not more than 14 days. The agency will take into consideration only those objections whose cause could not have been resolved at the place of vacation.
  • until the agency comes up with the decision, the guest is to renounce the arbitration of any other person, court or giving information to newspapers. If the guest breaks this regulation and violates the procedure, regardless of the foundation of their claims, the agency has a right to ask for damages caused by such an action on the guest's side.
The highest reimbursement can reach up to the amount of the complained part of the services and cannot comprise the service already taken nor the whole amount of the arrangement. This excludes the guest's right to non-material damages.

12. COMPETENCE OF COURT

If the guest is not satisfied with the agency's solution they have a right to court arbitration. In such a case the authority in charge is the court in Split.

13. WARNING

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.