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Terms of business

March 18, 2020 by H&I Agency

H&I Travel Agency d.o.o. for tourism (hereinafter referred to as H&I doo) provides accommodation service according to published information on the Internet, and according to the description and date according to the confirmed reservation, except in exceptional circumstances (war, unrest, strikes, terrorist acts, sanitary disturbances, health disorders, natural disasters, competent authority interventions, the death or illness of the service provider, etc.).
Accommodation inquiries and reservations are received electronically, in writing or in person at the H&I Branch Office d.o.o. When making a reservation, the customer confirms that he/she is familiar with these General Terms and Conditions and provides full acceptance of them. When booking, the guest is required to provide all the information required to make a reservation. For the reservation of accommodation, it is necessary to pay an advance of 30%, and the rest of the amount will be paid on the first day of arrival / stay directly with the agency.
Guests may also pay to another agency/portal with which H&I d.o.o. has an agreed contractual relationship and the amount of the payment is paid by the guest depending on the general terms and conditions of the agency/portal (, Airbnb, etc.).
Booking payment:
– bank transfer
– cash at the outlets

According to the Law on the Residence Tax of the Republic of Croatia, the guest is obliged to pay the residence tax at the same time as paying for the accommodation service. The calculation of the reservation will indicate the amount of the sojourn tax, ie information that the sojourn tax is included in the price of the service. The guest is also obliged to pay the registration fee, which is payable once per person, regardless of age, and amounts to 3 euros/equivalent in kuna.

The price includes basic service. Special services are those services that are not included in the price of the accommodation and therefore are paid separately by the guest. These services should be requested at the time of booking (air conditioning, washing machine, baby cot, etc.). Accommodation prices are published in EUR and are calculated in HRK according to the valid CNB middle exchange rate on the day of payment. H&I d.o.o. reserves the right to change published rates (in the event of a change in the provider’s accommodation prices or a change in exchange rates).

The accommodation units offered are described according to the official categorization / Rental Decision of the competent institution, and based on an insight into the actual state of the accommodation at the time of publication.

H&I d.o.o. reserves the right to change the reservation in case of extraordinary circumstances that cannot be foreseen, avoided or eliminated (point 1). Reserved accommodation can be replaced only with prior notice to the guest by the accommodation of the same or higher category and at the price of the accommodation at which the guest confirmed the reservation. If the replacement accommodation is only possible in a higher category property and at a price higher than 15% of the paid reservation price, H&I d.o.o. reserves the right to charge the difference in price in consultation with the guest.

In case the guest wants to change or cancel the reservation made at his request, he must do so in writing (by e-mail, mail or fax). The change is the change in the number of persons or the date of commencement and / or termination of use of the service not later than 30 days before the start of the service. The first booking change, if possible at no extra cost, will be made free of charge. Each subsequent change of reservation will incur a change fee equivalent to EUR 15 per change. In case the reservation cannot be changed and if the guest cancels the confirmed reservation, the conditions of the cancellation below apply.
Booking cancellation conditions:
-from the moment of the reservation to the day of arrival – cancellation fee 30% of the amount already paid without refund to the guest
-from 14 days until the day of service start – cancellation fee 100% of the total amount, ie the rest of the unpaid 70% will be charged to the guest.
If the guest does not arrive at the reserved accommodation unit by midnight on the day the service starts and has not responded to H&I d.o.o., the reservation is considered canceled and cancellation costs are calculated according to the above.

H&I OBLIGATIONS d.o.o. (8)
H&I duty d.o.o. is a concern for the implementation of services as well as the choice of providers, and the care of the rights and interests of the guest, in accordance with good customs in tourism. H&I d.o.o. shall fulfill all the above obligations in full and in the manner described, except in exceptional circumstances (point 1), when proceeding as described in point 6.

The guest is obliged to:
to have the correct travel documents and check if he or she needs a visa to enter the country, to comply with the customs and foreign exchange regulations of the country to which he is traveling, to comply with the house rules in accommodation facilities and to cooperate with the service providers, upon arrival at the destination, to submit to the agency a paid service document (Voucher obtained by mail or mail).
In case of non-compliance with these obligations, the guest bears the costs and is responsible for the damage done. By confirming the reservation, the customer agrees to pay any damage caused to the service provider on the spot if it causes any damage.

H&I d.o.o. is not responsible for the theft of luggage or valuables at the property. Lost baggage or theft shall be reported to the accommodation provider and the relevant police station.

If the services provided in the offer are of poor quality, the guest may claim reasonable compensation by submitting a written complaint. Every guest has the right to complain about unpaid paid service. Each guest – holder of the confirmed reservation shall file a complaint separately.
Complaint procedure:
On the day of arrival, the guest is obliged to advertise the inappropriate service with the service provider and inform the H&I d.o.o. The guest is required to work with the H&I representative d.o.o. and service providers in good faith to remedy the causes of the complaint. If the on-site guest does not accept the proposed solution to the complaint corresponding to the paid service, H&I d.o.o. is not obliged to accept a subsequent objection.
The highest compensation per complaint can reach the amount of the advertised part of the services, but it cannot cover already used services or the entire amount of the service. This excludes the guest’s right to compensation for ideal damage.
In accordance with Art. 6 paras. 3 of the Law on Provision of Services in Tourism (Official Gazette, No. 130/17) we inform consumers that they may submit a written complaint about the quality of the services provided:
Address: H&I Travel Agency d.o.o. for tourism, Dramalj 15 a, 51265 Dramalj, Croatia