General Conditions

1. Introduction
Travel agency “Suzy-tours“, Slavka Nikolica 51 Krk (hereinafter as Agency), provides accommodation by making reservations on behalf of the owner and for his account.

2. Booking and payment
Booking inquiries for accommodation are sent electronically or personally at the agency. When the initial reservation is made it is required to pay a deposit of 30% of the total cost. The remaining amount has to be paid in cash upon arrival or up to 5 days prior to arrival date via bank transfer. ​For bookings whose amount is over 1,000.00 EUR the remaining amount needs to be paid up to 5 days prior to arrival day via bank transfer.

3. Accommodation unit price
The prices include a basic service as specified in the reservation: daily rent, bed linen, towels, equipped kitchen with necessary dishes and utensils, use of water, electricity and gas. Some additional services are not included in the price of accommodation, for instance  air conditioning, pets, extra bed and needs to be paid separately. All prices are specified for a stay longer than three days. For stays shorter than 4 days (1,2,3 days), the price increases by 30%.

If the prices of units change after a guest makes 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 which guest had made the reservation.

4. Service description
The accommodation units are described by the official categorization of the competent institution. Service standards of the accommodation, food and other of specific places are not comparable.
Every guest should arrive into a clean and tidy accommodation. Bed linen and towels are changed weekly.
Check-in is from 14:00 /15:00 and check-out is before 10.00 h.
Guests receive the keys of the unit from the owner itself or the agency representative.

5. Agency´s right to changes and cancellation
The 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. Offering alternative accommodation should be the same or higher category from the reserved accommodation category.
The agency does not accept the complaint for the last minute offers.    

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 by email, fax or ordinary mail. Upon receiving the notification, the agency puts regulations for the calculation of cancellation charges as follows:
1. For cancellations up to 45 days before arrival, 100% of the deposit will be returned to the guest.
2. For cancellations from 44 to 30 days before arrival, 50% of the deposit will be returned to the guest.
3. For cancellations from 29 to 0 days before arrival, no deposit will be returned to the guest.

** For each canceled accommodation reservation, the Agency charges an administrative fee in the amount of 10 euros.
*** In case of early departure, the guest must pay the total price.    

If the guest doesn´t appear at the destination by 20.00 on the day of service and he has not informed the agency or the owner, the reservation will be canceled and costs are calculated as described above.

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 according to 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.

The Agency undertakes that it will respect the privacy of its users and that it will neither transfer any information to a third party, only will use the email address for sending the special offers and newsletters to guests. The Agency will immediately erase this address from the newsletter list, if the guest insists.
All information is kept confidential and is only available to those employees who require the information to complete their job duties. All employees and business partners of the Agency are responsible for upholding the principles of the privacy policy.  

8. Guest´s obligations
Guest has an obligation to:
​- ​own a valid passport
​- ​respect customs and foreign regulations of the Republic of Croatia
​- ​follow the home rules of the reserved accommodation unit and cooperate with the owner and agency in good intention
​- ​pay the costs for any caused damage in the unit

Pets are welcome by prior arrangement and only in certain units. Bringing a pet implies that guests will take full responsibility for the pet and that will not leave the pet in the unit unattended.
Guest takes the responsibility for all possible costs in case of not respecting mentioned obligations.

9. Resolving complaints
Guest has the right to ask f​​or adequate compensation for not receiving paid services. On request the guest must enclose a written objection.

Complaints procedure:
The guest must inform the owner and the agency upon arrival if he is not satisfied with the accommodation unit condition. The guest has to cooperate with the agency and the owner in order to resolve problems. If the complaint is justified and the owner´s service is not satisfying, the agency will try everything that the guest receives an acceptable solution equal to paid service to the owner. The agency and the owner must not provide the guest with the alternative accommodation of lower category.
    If the guest leaves his own accommodation unit and finds another accommodation and in that way does not offer a chance to the agency to resolve the problem, he has no right to ask for the refund or compensation for damage.
    The guest has to, not later than 8 days upon return from the trip, send a written complaint (with the report signed by owner and eventual caused expenses) to the agency. The agency has to solve the complaint within 14 days of the complaint receipt. The guest renounces any mediation of the person, court institution or giving information to the media until the agency resolves the issue. This excludes the guest´s right to non-material damages. The agency will take into consideration only properly filled complaints received within 8 days.

10. Arbitration​​
The guest and agency will aim to resolve all possible disputes and objections by mutual agreement and if an agreement cannot be reached, authority in charge is the Court in Krk.

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