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1. INTRODUCTION
Lenio d.o.o. provides accommodation services in accordance with the
General Terms and Conditions, and with the period and details of the
confirmed reservation. Lenio d.o.o. is not liable for circumstances
caused by conditions beyond its control, including wars, riots, strikes,
acts of terrorism, natural disasters, sanitary disruptions, restrictions
by local authorities, death or illness of service provider and the like.)
2. BOOKING AND PAYMENT
Inquiries and booking of accommodation can be done electronically, by
mail or in person at the Lenio d.o.o. office, Miline 4, 22203 Rogoznica,
Craotia. When booking, the customer confirms that he is familiar with
the General Terms and Conditions, and that he accepts them in their
entirety. Thus, everything stated in the General Terms and Conditions
becomes legally binding both for the customer and Lenio d.o.o.. When
booking, the customer is required to give all the information necessary
in the booking procedure. When booking, the customer is required to
pay an advance a deposit of 30%.
The client can, as well, transfer the
total amount right upon the receipt of the proforma invoice. The agency
can make an exception to this rule in case of a "last minute"
booking.
Payment can be done in several ways:
1. Cash payment in the office of the agency, Miline 4, 22203
Rogoznica, Croatia
2. Payment from Croatia to the company´s giro account
- If you pay from Croatia, please send your payment to the agency’s
giro account using a money order.
- Ordering customer: First Name, Last Name, complete address of the
reservation holder
- Payment details:: reservation payment R - reservation number)
- Beneficiary: Lenio d.o.o., Velebitska 71, 21000 Split
- giro account: 2340009-1110270149
3. Money order from abroad:
Foreign guests can pay for their reservations to our account by money
order:
- Ordering customer: First Name, Last Name, complete address of the
reservation holder
- Payment details:: reservation payment R - reservation number
- Beneficiary: Lenio d.o.o., Velebitska 71, 21000 Split
- bank: PRIVREDNA BANKA ZAGREB DD,
Račkoga 6, 10000 Zagreb, Croatia
- Account No.: IBAN HR 4523400091110270149/ Swift: PBZGHR2X
Expenses of the payment are divide
between guest and the agency, guest covers the costs of the bank sender
while the agency covers the costs of the bank receiver.
4. Offline card payment (Visa, Eurocard/Mastercard) - by using
our offline credit card payment, you choose the terms of payment. By
faxing us the Booking Form, we are given authorization to charge the
complete the deposit of 30% according to the chosen terms of payment.
You have to send us your detail per fax: +385 (0) 22 558 355. The amount
is stated in Kn/EUR.
3. RESIDENCE TAX
According to the Croatian Law on the Residnce Tax, customers are required
to pay the Residnce Tax when paying for their accommodation. The Residence
Tax in the Republic of Croatia varies from 3,50-7,00 KN per person per
day for adults. Customers from the age of 12 to 18 pay half the price,
while children under the age of 12 are exempt from paying. The amount
of Residnce Tax to be paid will be stated on your reservation calculation.
4. PRICE OF ACCOMMODATION
The price of accommodation includes the basic service. Special services
must be requested at the time of booking (air conditioning, using of
washmashine, rent a bike, longe etc.). The price of accommodation is
given in EUR. Lenio d.o.o. reserves the right to make changes to the
stated prices (in the event that the host changes prices or there are
changes in exchange rates). For customers who have paid an advance for
their reservation, Lenio d.o.o. guarantees the price of accommodation,
stated in the calculation according to which the advance was paid. If
the changes occur prior to the payment of the advance, Lenio d.o.o.
is required to inform the customer. If more customers than are stated
on the voucher arrive at the accommodation unit, the host has the right
to deny the extra customers accommodation or to accommodate all of the
customers at extra charge directly made to the host. (10-15 €/day
x person).
5.CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by Lenio d.o.o. are described in accordance
to the official categorization of the authorized institution, and based
on onsite assessment prior to being put in Lenio d.o.o. online offer.
6. AGENCY RIGHT TO CHANGES AND CANCELLATION
Lenio d.o.o. reserves the right to change or modify a reservation in
case of circumstances caused by conditions beyond its control that cannot
be predicted, avoided or rectified (See Article 1). Booked accommodation
can be substituted only by an accommodation unit of the same or higher
category and at the price confirmed during booking, provided that customer
is notified ahead of time.
Should the substitute accommodation be available only in an accommodation
unit of higher category and should the price of the substitute accommodation
be higher by 15% or more than the initially booked accommodation, Lenio
d.o.o. reserves the right to charge the price difference upon consulting
the customer.
In cases where substitute accommodation for paid accommodation is not
available, Lenio d.o.o. reserves the right to cancel the reservation
upon prior customer notification (at least 7 days before arrival) and
guarantees the refund of the paid amount.
Should an adequate substitute accommodation not be available on the
day of arrival, Lenio d.o.o. will provide information on available accommodation
that is not included in Lenio d.o.o. offer.
7. CUSTOMER´S RIGHT TO CHANGES AND CANCELLATION
For fixed confirmed reservations for accommodation units, the date on
which the written cancellation is received represents the basis of the
calculation of costs as follows:
· for a cancelled reservation up to 30 days prior to the beginning
date of the service - 30% of the total amount of the reservation, minimum
15 Euro
· for a cancelled reservation 29 days prior to the beginning of the
service - 50% of the total amount of the reservation
· for a cancelled reservation 15 days prior to the beginning of the
service, 100% of the total amount of the reservation price
· for a cancelled reservation following departure or failure of the
Traveler to show up at the reserved accommodation unit - 100% of the
total amount of the reservation
For every cancelled reservation the Agency charges a fee of 25 Euro
for handling expenses.
In the event that the Traveler must cancel a reservation within 7 days
of the beginning date of the service, the Agency offers the Traveler
the chance/possibility of finding a new Traveler/User for the same reservation
if possible (this depends on the service provider), wherein the Agency
will only charge for the actual cost of the replacement. The new reservation
holder assumes all of the obligations of these General Terms and Conditions.
In the event that the Traveler does not arrive by midnight on the beginning
date of the service and did not previously inform the Agency or service
provider, the reservation will be cancelled and the corresponding cancellation
fees will be charged according to the abovementioned terms.
Should the actual costs of the cancellation exceed the above listed
fees, the Agency reserves the right to charge the actual costs.
The Agency is not obligated or responsible for reimbursing the Traveler
for the cost of travel documents, visas which are in connection with
reservations cancelled by the Traveler.
8. AGENCY OBLIGATIONS
It is Lenio d.o.o. obligation to take care of provided services, hosts,
and customers´ interests and rights according to accepted customs and
practices in tourism. Lenio d.o.o. will carry out all stated obligations
in full and as described above, except in circumstances caused by conditions
beyond its control (Article 1), when Article 6 is applied.
9. CUSTOMER´S OBLIGATIONS
The customer is required:
- to have valid travel documents or visa when is necessary,
- to obey customs regulations and currency exchange regulations of Croatia,
- to obey house rules in accommodation units and to have good relations
with the host,
- to produce the confirmation of payment (Voucher received by mail or
email) upon arrival.
Should the customer not follow the above listed obligations, the customer
is liable for caused damage and must cover the expenses. By confirming
the reservation, the customer accepts to pay for all damages caused
directly to the host.
10. LUGGAGE
Lenio d.o.o. is not responsible for the theft of luggage or valuables
in the accommodation unit. Lost luggage or stolen goods should be reported
to the host and the local police department.
11. COMPLAINTS
Should the paid services not be provided, or be provided inadequately,
the customer is entitled to seek reasonable compensation by filing a
written complaint. Every customer is entitled to file a complaint if
the paid service is not provided. Every customer - reservation holder,
files a separate complaint.
Complaint procedure:
-The client is required to complain
to the service provider about the inadequate service immediately on
the day of his/her arrival and to notify the agency as well. Furthermore,
the client is required to cooperate with the agency's representatives
and the service provider in good faith in order to rectify the problem.
If the client refuses to accept the solution that is in accordance with
services paid for, the agency is not required to accept any further
complaints referring to this service.
- If the client would leave the accommodation
unit on his own initiative, and finds another accommodation, thus not
making it possible for the agency to try to solve the problem, then
the client looses the right for a reimbursement or for taking legal
action for an atonement.
- The client is required to send a
written complaint, along with the signed report of the host about the
situation and any possible invoices regarding the caused damages, to
the agency by email at info@visit-rogoznica.com, ili poštom
na Lenio d.o.o., Miline 4, 22203 Rogoznica, within 8 days upon returning
from holiday. The agency assumes responsibility to make a written decision
to the complaint within 14 days upon receipt of the complaint. Until
the agency presents its solution, the customer refrains from mediation
by any other party, arbitration by the Association of Croatian Travel
Agencies, or from taking the matter to court, and from informing the
press.
- The maximum compensation per complaint
can amount to the cost of the part of the service(s) in the complaint.
It cannot amount to the total paid to the agency and cannot include
services already provided.
12. JURISDICTION
Should the customer not be satisfied
with the solution to the complaint, the matter can be taken to court
(Split).
NOTE
Upon payment of the advance or the total amount, the customer accepts
the General Terms and Conditions in their entirety.
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