|
GENERAL TERMS AND CONDITIONS FOR PROVIDING ACCOMMODATION SERVICES
1. GENERAL TERMS AND CONDITIONS OF THE BUSINESS
Kompas LPD tours stands as an intermediary for the tourist services offered, in this case accomodation services, between the guest (customer) and the host family (such as a hotel or other accomodation type), as well as Kompas LPD tours partner agencies (thereinafter agency only).
Kompas LPD tours provides information on a reservation of accommodation services on the web pages .
2. BOOKING
Inquiries and booking of accommodation can be done electronically, by mail or personally at the Kompas LPD tours office as well as at Kompas LPD tours partner agencies.
On receipt of your booking request, the customer will receive from us an offer of accommodation and a quotation.
Furthermore, the customer will receive a written confirmation of the reservation on the basis of which he shall pay an advance and thereby confirm the reservation. Thereupon the customer will receive a confirmation of the reservation (VOUCHER).
When booking, the customer is required to pay an advance and to give all the information necessary in the booking procedure.
3. PAYMENT
The prices of accomodation shall be paid in Kunas at the agency reception as per the valid price list, if it is not stated else in the offer-confirmation.
a) Advance payment
The advance is required and it shall be paid upon receipt of the booking confirmation if not stated differently. On the contrary, the reservation will be considered cancelled.
When paying it is necessary to include the name of the person who made the payment or for whom the payment is made, the reservation number as well as the name of the accomodation unit which the reservation refers to.
The advance can make 20 to 50 % of the total price and it is in accordance with the booked period and type of services that a customer has chosen.
Thereupon the customer will receive a confirmation of the reservation (VOUCHER).
The agency will deduct the paid advance upon payment of the total amount of the price upon arrival.
b) The rest of the payment
The rest of the price shall be paid on the day when the customer comes to the destination, if it is not stated else in the offer-confirmation.
4. SERVICE PRICES
a) General services
The price of accommodation includes the basic service as described in the booked accommodation unit ( there is a note "the price include" in the descriptions of apartments).
The price of accommodation is given in Euro. Kompas LPD tours 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, Kompas LPD tours 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, Kompas LPD tours 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 according to the actual prices.
The prices stated on the web pages of Kompas LPD tours are calculated on the basis of our contracts with our partner agencies and do not need to respond to the prices in the destination where the customer stays for his holiday, so this cannot be the reason of a complaint.
b) Special (other) services
Special services such as a garage, air-conditioner, washing machine, boat berths, etc., are, if not included in the price, and stated in the accommodation description as available with additional payment, paid for on the day of arrival at the price listed by the agency with which You signed for.
5. TOURIST TAX
According to the Croatian Law on the Residence Tax, customers/citizens who stay in a tourist place other than their place of residence and sojourn in a hotel or other accomodation building (-house) in which catering services and tourist activities are run, are required to pay the tourist tax. The amount of Sojourn Tax to be paid will be stated on your reservation calculation and will be paid together with the rest of the price of services upon arrival.
6. CATEGORIZATION AND SERVICE DESCRIPTION
Accommodation units offered by Kompas LPD tours ( apartments, hotels or other objects ) and our partners are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in Kompas LPD tours 's online offer.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. Information obtained at the point of sale does not oblige Kompas LPD tours in any way more than any information available on the Internet pages of Kompas LPD tours .
The accommodation services can be started to make use of at 2 p.m. on the day of arrival. If it possible to start to make use of them sooner, Kompas LPD tours is required to inform the customer.
The customer is obliged to leave the accomodation unit till 10 a.m. on the day of departure and to inform the office he registered in till 6 p.m. at the very latest.
If a guest cannot arrive until 8 p.m. he shall give notice to the agency he has to register in till 6 p.m. On the contrary the agency is not liable to wait for the guest.
7. CHANGES AND CANCELLATION FROM THE CUSTOMER'S POINT OF VIEW
Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax) at least 30 days prior to the arrival.
The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. If it is possible to make a change without further expenses for Kompas LPD tours , it will be made free of charge. Should a change to the reservation not be possible and should the customer cancel for this reason, agency keep the advance paid in whole amount.
Change of accommodation unit, and all changes done within 30 days of the arrival date or during use of the accommodation unit the reservation is consider to cancellation.
Upon receiving the notification the Kompas LPD tours / agency puts regulations for the calculation of cancellation charges:
- for a cancellation up to 30 days before starting the accommodation service the agency on behalf of the owner charges 15% of the total price of arrangement.
- for a cancellation from 29 to 22 days before starting the accommodation service the agency on behalf of the owner charges 20% of the total price of arrangement.
- for a cancellation from 21 to 15 days before starting the accommodation service the agency on behalf of the owner charges 30% of the total price of arrangement.
- for a cancellation from 14 to 8 days before starting the accommodation service the agency on behalf of the owner charges 45% of the total price of arrangement.
- for a cancellation from 7 to 1 days before starting the accommodation service the agency on behalf of the owner charges 55% of the total price of arrangement.
- for a cancellation on the day starting the accommodation service the agency on behalf of the owner charges 75% of the total price of arrangement.
In case of non - appearance of the guest (customer) by 12.00 on the second day of his sojourn the conditions for the cancellation of reservation will be enforced and Kompas LPD tours does not give the customer back the advance paid unless a later arrival time has been agreed with Kompas LPD tours or with the agency the customer has to register.
8. AGENCY's RIGHTS TO CHANGES AND CANCELLATION
Kompas LPD tours 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 (wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and other similar circumstances).
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.
In cases where substitute accommodation for paid accommodation is not available, Kompas LPD tours reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount.
Should an adequate substitute accommodation not be available on the day of arrival, Kompas LPD tours will provide information on an available accommodation offer (the same or higher category accomodation service than the booked one).
9. CUSTOMER'S OBLIGATIONS
- The customer is required to have valid travel documents,
- the customer shall obey custom regulations and currency exchange regulations of the country where the destination is located,
- upon arrival when registering in the travel agency the customer shall provide a valid documet (an identity card or a passport),
- the customer shall produce the confirmation of payment (Voucher received by mail or email) upon arrival in order to pay the rest of the price,
- the customer has to obey house rules in accommodation units and have good relations with the host.
Should the customer not follow the above listed obligations, the customer is liable for caused damage ( caused to the host ) and must cover the expenses. By confirming the reservation, the customer accepts to pay for all damages caused directly to the host. Kompas LPD tours exludes its responsibility of the caused damage.
10. AGENCY'S OBLIGATIONS
Kompas LPD tours is obliged to send the customer the voucher against paid advanced. The voucher is the confirmation of reservation and there are all the services which are going to be make use of by the cusomer stated.
It is Kompas LPD tours 's obligation to take care of the provided services, hosts, and customers' interests and rights according to the accepted customs and practices in tourism and in accordance to these terms.
11. LUGGAGE
Kompas LPD tours is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit (rental of a safety deposit box is recommended if available).Lost luggage or stolen goods should be reported to the host, to the office of the agency where the customer is registered and the local police department.
12. COMPLAINTS
Should the services provided not be complitely accomplished, the customer is entitled to seek reasonable compensation by filing in a written complaint. Every customer is entitled to file a complaint if the paid service is not provided.
Complaint procedure:
The guest is required to complain to the service provider about the inadequate service immediately on the day of his/her arrival and to notify Kompas LPD tours 's office by e-mail or by tel/fax., or personally in the Kompas LPD tours ’s office.
The guest is required to cooperate with Kompas LPD tours representatives and the service provider in good faith in order to rectify the problem.
If the guest refuses to accept the solution that is in accordance with services paid for, Kompas LPD tours is not required to accept any further complaints referring to this service.
If the problem is not rectified even after on the spot intervention by an Kompas LPD tours representative, the representative will put down in writing a record of the complaint in two copies, one for Kompas LPD tours and the other for the guest. In such cases, the guest is required to send a written complaint along with the representative's record, other relevant documents and photographs that prove reasons for the complaint to Kompas LPD tours by email or by tele/fax; within 30 days upon returning from holiday. Kompas LPD tours will take into consideration only properly filed complaints received within 30 days.
Kompas LPD tours assumes responsibility to make a written decision to the complaint within 15 days upon receipt of the complaint. Should Kompas LPD tours need more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 15 days.
Kompas LPD tours will take into consideration only those complaints that could not be solved on the spot.
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 Kompas LPD tours and cannot include services already provided.
This excludes the right of the client to get the compensation of the ideal damage.
13. PRIVACY PROTECTION
In order to respect you privacy rights we apply the following principles:
- we have to know your personal data,
- we shall share your personal datas only with a third person who is involved in the reservation process.
14. AGENCY’S RIGHT TO CHANGE THE TERMS OF SERVICE
Kompas LPD tours retains the right to change the terms of the internet page use, as well as other terms of business: However, the changes will not affect the reservations already made and paid.
15. TERMS OF USE OF THESE PAGES
The internet pages of Kompas LPD tours provide information on the reservation of accomodation units on the basis of descriptions and pictures for each accomodation unit. Moreover, on these pages you can get information about the availability of a desired accomodation unit for the period requested and make your reservation.
We want to draw your attention to the fact that all internet transactions shall be made by an adult person. Herewith, you pledge yourself to take financial responsability for all transactions made either by you or an under age person from your family.
Furthermore, you are responsible for your under age children who use your personal data as well as for the authenticity and accuracy of the data provided to us for the booking requirements and financial transactions.
Shall these pages be in any way misused (by making a wrong reservation or other) you will not be allowed to acces the pages.
16. REMARK
It is considered that the customer is familiar with the general terms about accomodation services and that he accepts them fully at the moment of the confirmation of the reservation.
Thus, everything stated in the general terms becomes a legal obligation both for the customer and Kompas LPD tours .
17. COURT JURISDICTION
Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court, Rijeka Commercial Court jurisdiction, (Trgovacki sud - Rijeka).
01.01.2008.
|