Turistička agencija ŠILOTURIST, vl. Dragan Brnić
Na vodici 2, 51515 Šilo
OIB: 58439980214
Tel: +38551852263; +38551852203; GSM: +38598211630
e-mail: info@siloturist.com; http://www.jadran-holiday.com
ID-KOD: HR-AB-51-90914732

1. Offer
T. A. "Šiloturist", owner Dragan Brnić, with headquarters in Šilo, address Na vodici 2 (hereinafter: "Agency"), provides the Guest with accommodation services, mediating and executing reservations on its own behalf and for its own account.

2. Reservations and Payment
Inquiries and accommodation reservations are received electronically, in writing or in person at the Agency's office. When confirming the reservation, the Guest confirms that he or she is fully familiar with these General Terms and Conditions.

Consequently, everything stated in these General Terms and Conditions becomes a legal obligation both for the Guest and for the Agency.

When making a reservation, the Guest is obliged to provide the information required by the reservation process.

To confirm the reservation, it is necessary to pay an advance payment in the amount of 30-50% of the total price of the accommodation to the Agency's bank account.

The guest shall pay the remaining balance no later than 30 days prior to the arrival date (by bank transfer or credit card), or on the day of arrival (by credit card or cash in euros only), depending on the reservation method.

3. Service Price
The accommodation price includes the basic service price as described in the reservation of the accommodation unit.

Accommodation facilities are rented furnished and adequately equipped, in accordance with the categorized standard, and the rental price includes bed linen, towels, water, electricity and gas.

Some additional services are not included in the price of accommodation (e.g., the stay of pets), so the Guest pays for them separately. These services should be requested at the time of booking.

If more people arrive in the reserved accommodation unit than specified in the offer or on the voucher, the service provider may deny accommodation to unannounced Guests and/or has the right to request a surcharge for unannounced Guests. By accepting the offer, the Guest confirms that he or she is familiar with the description of the maximum capacity of the accommodation unit.

The renter is not obliged to extend the duration of the services beyond the period specified on the voucher/booking confirmation, but with an adequate surcharge, he or she may extend the accommodation service, if able.

The renter is not obliged to provide services that are not specified in the voucher.

The Agency reserves the right to change published prices (in case of changes in accommodation prices by service providers, such as discounts, promotions, etc.).

If the change occurs before the advance payment and/or booking confirmation by the Guest, the agency informs the Guest about the price change.

For Guests who have made an advance payment for a specific reservation, the Agency guarantees the price of the accommodation specified in the calculation based on which they paid the amount of the advance payment.

For stays shorter than three days, the price is increased by at least 30%.

Guests pay a one-time registration fee in the amount of €5.00 per person.

In some accommodation facilities, a tourist tax is charged additionally. The tourist tax is prescribed by law and amounts to €2.00 per person per day for adults. People aged 12-18 receive a 50% discount on that amount, while children under 12 do not pay the tourist tax. The age, according to which the tax is calculated, refers to the age in the period of using the accommodation services. When sending the offer, the Agency undertakes to separately indicate the prices of the services, tourist and environmental taxes, registration and other services and insurance should said facility charge them.

4. Categorization and Service Description
The offered accommodation units are described according to the official categorization of the competent institution.

Accommodation, food, and service standards in some places differ and are not comparable. Renters reserve the right to change the exterior/interior, furniture, amenities, appliances, and other advertised services without prior notice.

All numerical values (surface areas, distances…) are indicated with a tolerance of +/- 20%.

Each Guest must be welcomed into a tidy and clean accommodation unit. For Guests who are staying longer than one week, additional bed linen and towels are provided.

Guests enter the accommodation unit after 14.00 o’clock and must vacate the accommodation no later than 10.00 o’clock on the day of departure. The keys to the accommodation unit are handed over either at the accommodation address or in the Agency after the check-in process.

5. The Agency’s Right to Change and Cancel the Reservation
The Agency reserves the right to change or cancel a reservation in the case of extraordinary circumstances which occur before or during the Guest’s stay and that cannot be avoided or eliminated (e.g., illness or death of the service provider or his immediate family, natural events such as earthquakes, floods, fires, droughts, war, strikes, terrorist operations, and state regulated restrictions, such as mobilization or a travel ban).

The Agency shall, in that case, with the help of the renter, offer alternative accommodation, however exclusively with the Guest’s approval and consent. The alternative accommodation offered should be of the same or higher category and have the same price as the accommodation that was originally booked by the Guest.

6. The Guest’s Right to Change and Cancel the Reservation
Should the Guest wish to modify or cancel a reservation, he or she must do so in writing. The Guest can cancel the reservation free of charge only if a cancellation request is submitted 60 days or more before the expected date of arrival. Refunds are generally processed within 14 days of submitting the request, provided the stated terms and conditions are met.

In the case of a confirmed reservation of private accommodation, the date of delivery of a written cancellation request represents the basis on which cancellation fees are calculated.

A cancellation within 60 days prior to the arrival date indicated on the reservation confirmation requires a cancellation cost in the amount of the advance payment with no possibility of a refund. A cancellation within 14 days prior to the arrival date indicated on the reservation confirmation requires a cancellation cost in the amount of the entire service cost with no possibility of a refund.

7. The Agency’s and Renter’s Duties
The Agency shall commit itself to making sure that the services are provided and offered with no bias while maintaining the rights and interests of the Guest in accordance with good customs in tourism. The Agency shall carry out all said obligations in full and in the described manner, in good faith of a conscientious business in accordance with the professional regulations, except in extraordinary circumstances.

8. The Guest’s Duties
The Guest shall:
- possess valid travel documents;
- comply with the customs and regulations of the Republic of Croatia;
- ensure whether he or she needs a visa to enter the country of destination or neighboring countries;
- compensate the owner in full for any damage caused in the accommodation unit;
- comply with the accommodation’s house rules, and cooperate with service providers in good faith; in the event of gross violation of the house rules and vacating the facility earlier than indicated on the booking confirmation, at the request of the service provider, the Guest may be required to pay the accommodation costs for the booked period in its entirety, and if the service provider agrees that the Guest is not obliged to pay for the entire booked period, and it is a stay up to 3 nights (1 or 2 nights) had been realized, the price of nights stayed is increased by at least 30% (short stay surcharge).

The Guest will bear the responsibility and fees incurred due to non-compliance.

Pets are welcome in some accommodation units with prior notice. Bringing pets on vacation implies that the pet is under constant supervision by the Guest and is not left unattended in the accommodation for a longer period of time. Renters have the right to charge a pet fee if stated on their official price list.

9. Privacy Policy
The Agency undertakes not to disclose personal information obtained from the Guest during the booking process to any third parties but may use it only for internal marketing purposes. The Guest agrees that the Agency may use his or her contact information (primarily the e-mail address provided) to send special offers to the Guest.

10. Complaint Handling and Dispute Resolution
The Guest reserves the right to request a certain reimbursement or fee for non-provided services which he or she paid for. Such a request must be submitted in writing (personally in the Agency’s office or by e-mail at info@siloturist.com).

Should the Guest lodge a complaint regarding the accommodation, it is necessary to draw attention to it as soon as possible and during the stay so that any inadequacies may be rectified. Failure to do so voids all subsequent claims.

The Guest shall cooperate with the Agency’s representatives and the oner in good measure so that the root causes of the complaint may be eliminated. If the complaint is justified and the service provided by the owner is not satisfactory, the Agency shall strive to find a satisfactory solution for the Guest which will correspond to the service which was paid for. The Agency or the owner may not offer the Guest alternative accommodation of lesser value than the accommodation which was originally booked.

In the case that the Guest vacates the accommodation unit of his or her own volition and finds another accommodation, whereby precluding the Agency’s prospect of finding a solution to the issue, the Guest forfeits the right to request a refund or compensation.

Only complaints resolved during the stay, the cause of which could not be eliminated, will be considered, while the highest compensation per complaint may reach the maximum amount of the advance payment, and may not include services already used or reach the entire amount of the service price.

Should the Guest reject the offered alternative solution to the complaint that corresponds to the service paid for, the Agency will neither take the Guest's subsequent complaints into consideration, nor will they be obligated to respond. If the Guest did not voice any complaints regarding inadequate services on location, or did not lodge a written complaint, subsequent complaints will not be accepted.

The Agency and the owner cannot be held responsible for any potential climatic conditions, road work, noise coming from outside the property boundaries, sea cleanliness and temperature, and all other similar situations and events that could cause Guest’s dissatisfaction but are not directly related to the quality of the accommodation unit.

11. Jurisdiction of the Court
Both the Agency and the Guest shall endeavor to resolve all complaints and/or disputes amicably. In the event that complaints and/or disputes cannot be resolved amicably, these shall then be determined by the Commercial Court in Rijeka.