GENERAL BOOKING TERMS AND CONDITIONS

These booking conditions govern all reservations made with the private owner for private accommodation units in the system and with contracted property owners.

Bookings may be made only by persons aged 18 or older. One lead guest books for the entire party and is responsible for payment obligations and all booking decisions toward the private owner.

A booking is confirmed when payment is completed and a voucher is issued, or where prepayment is not required, once written confirmation is exchanged by email. For bookings requiring advance payment, confirmation is valid only after proof of payment is sent.

Payments are made through the private owner system (where available) or by bank transfer, according to the payment policy shown at booking creation. After payment, an invoice and voucher are issued.

The private owner may refuse a booking request without stating reasons.

The tourist contract is concluded between the lead guest and the private owner. Property data accuracy depends on property owners; therefore, the private owner cannot guarantee full accuracy of all listing details in own or partner systems.

These terms are governed by Croatian law. Any disputes are subject to Croatian courts.

Accommodation prices depend on booked season and may include surcharges for extras not included in the base rate. Such extras are communicated during booking. Cancellations are accepted only from the lead guest.

Where applicable, a security deposit is collected at arrival by the property owner as stated in the voucher or pricing data. If not paid, access may be refused. The deposit is returned at check-out, less any justified deductions.

All date changes, guest-count changes, or property changes require prior approval from the private owner. Assistance is provided when possible, but modifications are not guaranteed.

Cancellations and changes must be submitted in writing (email, mail, or fax) by the lead guest. Advance payment is refundable only if cancellation is made at least 30 days before check-in.

For cancellation within 30 days before arrival, or no-show, 30% of the total reservation amount is retained as cancellation fee. Additional unpaid amounts due under the applicable booking policy remain payable.

Refunds are processed within 14 days after written cancellation and returned to the guest’s bank account. For cancellations within 30 days before arrival, only the refundable balance (if any) is returned after applying the cancellation fee policy.

If the private owner must cancel or modify a confirmed booking, reasonable effort is made to offer equivalent or better accommodation. If acceptable replacement cannot be provided, all paid amounts are refunded in full.

Complaints must be submitted in writing no later than one day after the issue occurs. The private owner will act promptly to resolve justified issues.

If the private owner is not informed while the guest is at the accommodation, later complaints may be rejected. Final complaint submission deadline is 15 days, by email, branch office, or post.

Standard check-in/check-out times are stated in the voucher. Guests may inform expected arrival time in writing. Specific property rules may define different times, in which case those specific times apply.

The lead guest is responsible for valid travel documents for all party members (passport, visa, driving license, registration, insurance, and similar). The private owner is not liable for issues with transport arrangements such as flights, transfers, or rentals.

Guests must keep the property, furniture, equipment, and grounds in the condition found at check-in, including cleanliness and order. Guests are responsible for loss, breakage, and damage caused during the stay.

The property owner may deduct additional cleaning or damage costs from the security deposit and seek compensation beyond the deposit amount where necessary. Parking caravans or pitching tents is strictly forbidden and may result in immediate eviction without refund.

The number of persons staying must never exceed the number approved in the booking. Only named guests may use the property unless otherwise agreed in writing. Exceeding occupancy allows immediate termination without refund.

The property owner or representative must be allowed reasonable access for urgent maintenance and inspections.

The lead guest is responsible for proper conduct of all party members. If behavior violates Croatian law, public morals, or house rules, the owner or representative may require the party to leave immediately without refund.

Requests for additional services must be made no later than 28 days before arrival, or within 24 hours after booking for late reservations. Unless stated otherwise, additional services are paid directly to the property owner.

Linen, bathroom towels (replacement every three days), beach towels, and linen change (every seven days) are included, unless otherwise stated for a specific property.

Swimming pool availability may be seasonal. Guests should verify availability in advance. If pool heating is requested, additional charges may apply.

Private events (including parties) are not allowed unless explicitly approved. Additional charges and/or increased security deposit may be required at owner discretion.

Valuables are kept at guest risk. Neither private owner nor property owner is liable for loss, theft, or burglary-related consequences, including early departure decisions by guests.

Property descriptions and photos are informative and may vary from actual condition. Owners may change furniture, fittings, amenities, facilities, or specifications when operationally necessary. Material changes after confirmation are communicated if time allows.

If pets are not allowed for a property, guests must respect this rule. Unauthorized pets may be refused entry and may result in obligation to pay the full booking amount without refund rights.

Properties in natural or rural areas may involve insects, animals, local agricultural activity, and related environmental conditions.

The private owner and property owner are not liable for death, injury, loss, delays, or service disruption caused by events beyond reasonable control, including force majeure, weather, utility failure, industrial action, governmental measures, war, civil disturbance, or similar.

Where booking discharge applies, liability is limited to return of paid sums for unused rental period on a pro-rata basis, less an administrative fee of EUR 50. No liability is accepted for mechanical breakdowns (e.g., boilers, pumps, pool systems), utility interruptions, or external noise/disturbance outside owner control.

Special requests are forwarded to the property owner for final decision. If accepted, guests are informed immediately. If not accepted, confirmed booking obligations remain valid.

Personal data is processed in accordance with GDPR and applicable law, for reservation processing, guest communication, payment handling, and legal compliance.

• Data may include name, email, phone number, and booking details.
• Payment processing is performed securely by the payment provider (Worldline).
• Credit card details are not stored by the private owner.
• Data is shared only when required for service delivery or legal obligations.

Guests may request access, correction, or deletion of personal data at any time via: info@vilatunera.com.