1. Introduction
The travel agency “Suzy-tours,” located at Slavka Nikolica 51, Krk (hereinafter referred to as "the Agency"), facilitates accommodation services by making reservations on behalf of property owners and acting as their intermediary.
SUZY - TOURS
Ulica Slavka Nikolića 51, Krk
HR ID KOD:HR-B-51-08010402300
VAT ID: HR08608011861
MBS: 92703712
Manager: Suzana Romanić
2. Booking and Payment
Accommodation booking requests can be submitted electronically or in person at the Agency. A deposit of 30% of the total cost is required at the time of reservation. The remaining balance must be paid no later than 15 days before the arrival date via bank transfer.
3. Accommodation Pricing
The accommodation price includes basic services as specified in the reservation: daily rent, bed linen, towels, a fully equipped kitchen with necessary dishes and utensils, and the use of water, electricity, and gas.
Additional services, such as air conditioning, pet fees, extra beds, and other specified amenities, are not included in the base price and must be paid separately.
All prices are valid for stays of four or more days. For stays shorter than four days (1, 2, or 3 days), a 30% surcharge applies.
If accommodation prices change after a Guest makes an inquiry but before the deposit is paid, the Agency is obligated to inform the Guest of the change. Once the deposit is paid, the agreed price remains fixed.
4. Service Description
Accommodation units are described according to the official categorization set by relevant authorities. Standards of accommodation, food, and other services may vary and are not universally comparable.
Guests will be accommodated in clean and tidy units. Bed linen and towels are provided and replaced weekly.
- Check-in: From 15:00 or 16:00
- Check-out: By 10:00
Guests will receive the keys from either the property owner or an Agency representative.
5. Agency's Right to Changes and Cancellation
The Agency reserves the right to alter or cancel a reservation if unforeseen circumstances arise before or during the Guest’s stay. In such cases, the Agency, in cooperation with the owner, will offer alternative accommodation of the same or higher category, subject to the Guest's approval.
Complaints related to last-minute offers will not be entertained.
6. Guest's Right to Changes and Cancellation
If a Guest wishes to cancel their reservation, they must notify the Agency via email, fax, or postal mail. Cancellation fees are applied as follows:
- More than 45 days before arrival: Full refund of the deposit.
- 44–30 days before arrival: 50% refund of the deposit.
- Less than 30 days before arrival: No refund of the deposit.
- Administrative Fee: A fee of €10 applies to all cancellations.
- Early Departure: Guests departing early are required to pay the full reservation cost.
If the Guest does not arrive by 20:00 on the scheduled check-in date without prior notice to the Agency or owner, the reservation will be canceled, and the costs will be charged according to the terms above.
7. Agency and Owner's Responsibilities
The Agency is responsible for ensuring the proper execution of the agreed services and safeguarding the Guest's rights and interests in line with established tourism practices. The property owner is responsible for delivering the reserved services and is liable for any shortcomings.
The Agency and the owner disclaim liability for service disruptions or changes caused by force majeure.
Privacy Policy:
The Agency respects the privacy of its clients and does not share personal information with third parties. Email addresses may be used for special offers and newsletters, but Guests can request to unsubscribe at any time.
All Guest information is treated confidentially and is accessible only to employees who require it to fulfill their duties. Employees and business partners are obligated to adhere to the Agency's privacy policy.
8. Guest’s Obligations
The Guest is required to:
- Possess a valid passport or appropriate travel document.
- Comply with the customs and immigration laws of the Republic of Croatia.
- Adhere to the house rules and cooperate with the property owner and the Agency in good faith. Guests who violate house rules will have their accommodation service terminated without refund and must pay the full amount for the reserved period, even if their stay is shortened.
- Provide the Agency with travel or personal identification documents for themselves and all accompanying travelers upon arrival for tourist registration purposes, and settle any remaining balance due.
- Notify the Agency when making a booking inquiry if they plan to bring a pet. Even when pets are permitted in the accommodation, the Guest must specify the type and size of the pet. Permission to bring pets does not automatically mean the pet can roam freely throughout the property.
- Guests are responsible for ensuring the pet is supervised and must not leave the pet unattended in the accommodation unit.
- Any costs arising from failure to meet these obligations will be borne by the Guest.
9. Resolving Complaints
The Guest has the right to seek adequate compensation if the services paid for are not delivered as agreed. Any complaint must be submitted in writing and supported with evidence.
Complaint Procedure:
- Upon arrival, if the Guest is dissatisfied with the condition of the accommodation, they must immediately inform both the owner and the Agency. The Guest is required to cooperate with the Agency and the property owner to address and resolve the issue.
- If the complaint is justified and the owner’s services are unsatisfactory, the Agency will take necessary steps to provide a suitable solution equal to the service paid for. The Agency and the owner will not offer alternative accommodation of a lower category.
- If the Guest leaves the accommodation without providing the Agency an opportunity to resolve the issue, they forfeit the right to a refund or compensation.
Submission of Complaints:
- The Guest must submit a written complaint to the Agency no later than 8 days after returning from their trip. The complaint should include documentation signed by the owner and any associated costs.
- The Agency will respond and attempt to resolve the complaint within 14 days of receipt.
- During the resolution period, the Guest agrees not to involve third parties, courts, or media outlets. Claims for non-material damages are excluded from this process.
- Only properly completed and timely complaints will be considered.
10. Arbitration
The Guest and the Agency will strive to resolve any disputes or disagreements amicably. If an agreement cannot be reached, the Court in Krk will have jurisdiction over the matter.