General terms for providing accommodation services

Access to the Gaveia d.o.o. company website (www.villas-guide.com) is subject to the terms and conditions quoted below. Any use of the Gaveia d.o.o. company’s website following uploading and carrying out the booking of accommodation will be considered as agreement to the following legal terms.

1. Content of General terms for providing accommodation services

The General terms for providing accommodation services form an integral part of the contract between the company Gaveia d.o.o., as a travel agency and a guest who accepts a selected tourist service. All that is quoted in the General terms represents a legal basis for both the guest and the company Gaveia d.o.o. The General terms are posted on the Gaveia d.o.o. company Internet website. The company Gaveia d.o.o. provides the service of accommodation in Republic of Croatia exclusively as an intermediary. All information, data and photographs related to the accommodation facilities company Gaveia d.o.o. has collected from the end service provider. Although all the information has been checked by the company’s Gaveia d.o.o. staff, company Gaveia d.o.o. does not accept liability for any errors, omissions or delays in updating of that or any other website parts.

2. Categorisation and service description

The accommodation units offered are described according to the internal categorisation of the agency acording to the content and equipment of accommodation units. Information which guests obtain at other selling points do not oblige the company Gaveia d.o.o. any more than the information posted on our website, catalogue or other printed agency materials.

3. Accommodation price

The service prices are shown with each accommodation unit and include the services which are described alongside the accommodation unit from the reservation. Special services provided by the accommodation unit are not included in the price, and guests will, therefore, be charged extra for them, as a separate service. Accommodation unit prices are quoted in euros. If paying using a credit card, it will be charged also in euro. Depending on the guest’s bank rates, it may occur that the total amount is different (higher) to the stated amount. The company Gaveia d.o.o. does not accept liability of any exchange rate differences or fees of other bank institutions. The company Gaveia d.o.o. reserves the right to change the posted prices in the event of a change in accommodation prices by the service provider.

4. Making a booking

It is possible to make a booking for the desired accommodation unit on the Gaveia d.o.o. company website and or through call centre of the company Gaveia d.o.o. In that case, the guest accepts the terms of booking and the cancellation policy set by the company Gaveia d.o.o.. When making a booking, guests are required to provide accurate data, both for them and all other persons in their company, requested by the call centre or by the online booking system. Once the booking has been made, guests confirm having been acquainted with these General terms for providing accommodation services, which they have previously read carefully, studied and they accept them in their entirety. Thus everything stated in these General terms becomes legally binding both for the guests and the company Gaveia d.o.o.. The company Gaveia d.o.o places at the guests disposal corresponding promotional material in electronic form, provides the guest with all relevant information related to the service, as well as providing the guest or drawing his/her attention to the General terms, which form an integral part of this Contract. The company Gaveia d.o.o. does not take responsibility for the truthfulness of the data provided by guests on booking requests. In the event of data untruthfulness, the company Gaveia d.o.o. reserves the right to change the prices and charge the difference in price to the guest.

5. Booking confirmation and payment

Booking of the accommodation unit through the website of Gaveia d.o.o. is binding. When the booking is confirmed in the system with the corresponding booking confirmation number, the company Gaveia d.o.o. will provide the guest with a booking confirmation with information about the booking, amounts and method of payment in electronic form. After confirmation by Gaveia d.o.o., the booking becomes valid upon payment of the entire amount by the guest, payable in 1 or 2 instalments, depending on the date of arrival and start of service use. Any other verbal or written confirmation without payment and confirmation of the booking by the guest is not valid as a booking.

• For the booking of the accommodation unit a deposit of 30% of the total amount is required in advance and the rest of 70% should be paid at least 35 days before arrival and prior to the commencement of the service consumption.
• The payment can be done through bank transfer or credit card. Bank details and payment amounts are submitted electronically in the booking confirmation. Payment must be made within two (2) working days. Otherwise, after sending the payment reminder, the booking will be cancelled.  
• If the period between booking and the date of the guest’s arrival and commencement of the service consumption is 35 days or less, for the booking of the accommodation unit the total amount of 100% of the price of accommodation service should be paid in advance.

In this case the payment can be made only by credit card. Payment by credit cards is made through the WSPay online credit card payment system.

Statement on using WSPay

Gaveia d.o.o. uses WSPay for online payments. WSPay is a secure online payment system, real-time payments, credit and debit cards, and other payment methods. Thanks to the PCI DSS Compliance, the WSPay ensures secure enrolment and transfer of the card data between the  customer and the merchant. WSPay uses 256-bit encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest degree of data protection and data security.

When purchasing services through the means of distant communication, by dictating credit card number, it is considered that the guest accepts, in their entirety, these General terms for providing accommodation services. Following receipt of the total booking amount for the selected accommodation unit, a voucher will be forwarded to the guest, stating exactly the agreed and paid for services. The said voucher serves as proof of the accommodation unit booking. By paying the total amount for their booking, guests confirm that they are fully acquainted with all the characteristics and terms under which a specific accommodation unit has been offered to them. By paying for their booking, guests confirm that they accept the General terms for providing accommodation services. By receiving a booking confirmation for the booked accommodation unit, all that is stated therein in itself becomes legally binding for both the guests and the company Gaveia d.o.o.

6. Company Gaveia d.o.o.’s right to changes and cancellation

The company Gaveia d.o.o. is obliged to ensure accommodation to guests in the booked accommodation units, at the booked period, apart from in exceptional circumstances beyond its control (war, riots, strikes, terrorist actions, sanitary disruptions, adverse weather conditions, pandemics local authority restrictions and similar). In the event of force majeure and exceptional circumstances, the company Gaveia d.o.o. does not accept liability for any of above-mentioned cases and retain all paid booking amounts.

7. Guests’ right of travel change and cancellation

If a guest wishes to change or cancel a reservation made at their request, they must do so in writing (via email or post). The change or cancellation of the reservation applies from the date Gaveia d.o.o. receives the notification, and additional costs may apply. A change is considered a modification of the start and/or end date of the service usage at any time before the commencement of the service.

In the case of a holiday home reservation, changes to the reservation are not possible. If the guest cancels the confirmed reservation due to this, the following cancellation terms apply. Changing an accommodation unit or making any change within 29 days before the start of the reservation or during the reservation period is considered a cancellation. If a fixed confirmed reservation is cancelled, the date of receipt of the written cancellation will determine the cancellation fees as follows:

For cancellations from the reservation date up to 30 days before the arrival date and before the start of service usage, a fee of 30% of the total reservation amount will be charged.
For cancellations within 29 days before the arrival date and before the start of service usage, as well as in the case of a no-show at the reserved accommodation unit, 100% of the total reservation amount will be charged.
For tourist apartment and studio apartment reservations, changes to reservations are not possible. If the guest cancels the confirmed reservation, Gaveia d.o.o., when contracting with its rental providers (partners), contractually grants them the right to choose one of the following cancellation policies:

Policy 1

• Up to 30 days before arrival, the cancellation is free of charge.
• From 29 to 14 days before arrival, 50% of the total reservation amount will be charged.
• Within 14 days of the arrival date, full reservation amount will be charged.

Policy 2

• Up to 14 days before arrival, the cancellation is free of charge.
• From 14 to 7 days before arrival, 50% of the total reservation amount will be charged.
• Within 7 days before arrival, full reservation amount will be charged .
   

Policy 3

• Up to 7 days before arrival, the cancellation is free of charge.
• Within 7 days before arrival, full reservation amount will be charged.
   

Policy 4

• Up to 7 days before arrival, the cancellation is free of charge.
• Within 7 days before arrival, 50% of the total reservation amount will be charged.
  Policy 5

• Up to 7 days before arrival, the cancellation is free of charge.
• Within 7 days before arrival, first night's stay will be charged.
• In case of a no-show, full reservation amount will be charged.

If the guest does not arrive at the reserved accommodation unit by the time indicated on the voucher on the arrival date and the start of the service and has not contacted Gaveia d.o.o. or the accommodation provider listed on the voucher, the reservation is considered cancelled, and cancellation fees will be charged as mentioned above. If the actual cancellation costs exceed the stated fees, Gaveia d.o.o. reserves the right to charge the actual costs incurred.

Gaveia d.o.o. does not reimburse guests for costs related to obtaining travel documents or visas for the reservation that the guest cancels. In case of a guest’s no-show without prior cancellation, the total reservation amount will be charged.

If the guest finds another guest as a replacement for the reserved period at the same price and under the same conditions, Gaveia d.o.o. will, upon receiving all necessary information about the new guest in writing, transfer the Rental Agreement to the new guest and issue a written confirmation. Gaveia d.o.o. retains the received accommodation amount under the transferred contract, and the new guest is obliged to pay the remaining balance according to the previously selected payment method, which is an integral part of the contract.

8. Cancellation insurance in cooperation with Allianz insurance

In the booking process on the website of Gaveia d.o.o. the guest is offered the option of contracting a cancellation insurance policy. All details and insurance conditions are defined in the documents that the guest receives from Allianz insurance when contracting the policy and are also available on the website of Gaveia d.o.o. www.villas-guide.com. In case of cancellation of the booking, the guest shall claim a refund, in accordance with the conditions of Allianz insurance, directly from the insurer. The company Gaveia d.o.o. will, for the purposes of processing the compensation procedure, submit all necessary documentation at the request of the insurer.

Find out more about Allianz insurance offer

9. Guests’s obligations

A guest is obliged to:

• hold valid travel documents and provide them to accommodation unit owner, for tourist registration purposes with the national tourist board (Hrvatska turistička zajednica). Bear any cost of document loss or theft during the journey.
• respect the Republic of Croatia customs and foreign currency regulations, as well as of those countries in which a guest stays during his/her journey.
• observe the house rules in the rented accommodation unit, as well as cooperate with the service providers in good faith.
• upon arrival in the rented accommodation unit, present the service provider with confirmation or a voucher with the exact stated number of persons and type of services which must be rendered to the guest.

Should guests fail to observe the above obligations, they will bear the costs, and will be held responsible, for the damage caused. Upon confirmation of the booking, guests are obliged to, should they cause any damage, compensate the service provider for any damage caused on the spot.

10. Resolving complaints

Each guest has the right to complain in the event of unfulfilled contractual service. If the guest, when taking over the accommodation unit, observes insufficient cleaning, damage or defects of the booked accommodation unit, the guest should immediately file a complaint. Otherwise, it will be considered that the guest has taken over the booked accommodation unit in proper and orderly condition and will lose the right to complain. Complaints regarding the cleaning should be reported immediately. Complaints regarding damage or defects should also be reported as soon as possible and no later than 24 hours from the commencement of the rental period. Eventual early departure from the booked accommodation unit before the end of the rental period, and without consent of the company Gaveia d.o.o., will be at the guest's own costs and risk. Company Gaveia d.o.o. does not accept liability for the resulting situation regarding this matter. Guests are obliged to cooperate with accommodation unit owners and the company Gaveia d.o.o. in good faith in order to remove the causes of complaints. If guests accept the solution offered for their complaints on the spot, which corresponds to the paid service, it will no longer be binding for the company Gaveia d.o.o. to subsequently accept any related complaint. The company Gaveia d.o.o. cannot be held liable for possible climatic conditions, cleanliness or temperature of the sea in destinations, or any other similar circumstances and occurrences which may make guests dissatisfied and which are not directly related to the quality of the booked accommodation units (for example, adverse weather conditions, poor beach, too great a distance between the accommodation and the public beaches, traffic congestion, theft or damage to guests’ property and similar). The company Gaveia d.o.o. does not accept complaints related to bookings at specially discounted prices, so-called last-minute deals. The guests and the company Gaveia d.o.o. will attempt to solve any disputes emanating from this Contract amicably, failing which the matter will be taken for consideration before the Municipal Court in Pula, with the application of the Croatian law currently in force.

The customer can send a complaint (related to the product or dissatisfaction with the Seller’s service) to the address reservations@villas-guide.com or send it by mail to the address Gaveia d.o.o., Rijeke Raše 7, 52466 Novigrad, with the indication “Complaint about services and products” or by phone to the number +43 720 116 564. In complaints, we ask Customers to state the reservation or account number and description of the complaint, so that the Seller can respond to the complaint as quickly as possible.

The buyer who has timely and properly informed the seller about the defect and it is determined that the complaint is justified has rights in accordance with the Law on Obligations, including the right to unilateral termination of the contract with a refund or exchange for a correct product. In this case, the return of Products that are incorrectly delivered, damaged or unusable is done at the Seller’s expense, as well as the cost of replacing the product.

Gaveia d.o.o. for services and tourist agency

Address: Rijeke Raše 7, 52466 Novigrad – Hrvatska

ID CODE: HR-B-52-130052259

Travel Agency Manager: Alen Salamun

Purpose: Brokering of accommodation services (sale and reservation of accommodation and other catering services)

Court Registry Number:: 130052259

VAT ID: 30657775410

The activity of tourist agency is subject to official supervision by the State Inspectorate, Tourist Inspection, Šubićeva 29, 10000 Zagreb.