TERMS AND CONDITIONS FOR ACCOMMODATION SERVICES
1.CONTENTS OF THE TERMS AND CONDITIONS FOR ACCOMMODATION SERVICES
These terms and conditions are an integral part of the contract between Uniline d.o.o., a travel agency, and the guest who accepts the chosen tourist service. Everything stated in these Terms and Conditions constitutes a legal obligation for both the guest and Uniline d.o.o. These terms are published on the company's website. Uniline d.o.o. acts exclusively as an intermediary for hotel accommodation, car rentals, and cruise programs in Croatia. They buy and sell the service in their own name and for their account to the guest without changes or additional services.
When providing accommodation services to guests in private apartments and rooms (where the end service provider is an individual), Uniline d.o.o. acts as a travel organizer (photographing the offered apartments, advising, booking, etc.) and applies the Special Taxation Procedure (Art. 91 of the VAT Act). All information, data, and photographs related to accommodation capacities are collected from the end service provider. Although all information is checked by Uniline d.o.o. employees, the company does not take responsibility for errors, omissions, and delays in updating this or any other part of the website.
2.CATEGORIZATION AND DESCRIPTION OF SERVICES
The offered accommodation units are described according to the official categorization of the local tourist organization at the time of the work permit issuance. Standards of accommodation, food, services, etc., vary by location and country and are not comparable. Information provided by the guest at other sales points does not obligate Uniline d.o.o. more than the information published on our website or in agency catalogs and printed materials.
If the guest has not explicitly contracted a room/apartment with specific characteristics, they will accept any officially registered room/apartment for rent in the relevant object described in the catalog and price list. If possible, Uniline d.o.o. will try to fulfill additional accommodation requests (room orientation, floor, etc.) but cannot guarantee fulfillment of such requests.
3.ACCOMMODATION CONTENT AND PRICE
Service prices are listed for each accommodation unit and include those services described with the accommodation unit in the reservation. Special services are those provided by the accommodation unit but are not included in the price and are therefore paid separately by the guest as an additional service. Special services should be requested upon registration, added to the accommodation service price, and included in the final bill.
Optional services are services provided by Uniline d.o.o. but are not related to the rented accommodation unit's offer.
Prices for accommodation units and other services are published in Euros. Uniline d.o.o. reserves the right to change the published prices in case of changes in accommodation prices by the service providers.
4.RESERVATION APPLICATIONS
Accommodation reservation applications are submitted electronically by filling out the designated form available on the Uniline d.o.o. website. Upon application, the guest must provide all accurate information required in the reservation form for themselves and the persons they are booking for. Uniline d.o.o. is not responsible for the accuracy of information provided by the guest during the reservation application. In case of false information, Uniline d.o.o. reserves the right to change prices and charge the difference on the spot.
5.RESERVATIONS AND PAYMENTS
Inquiries and reservations for accommodation are received electronically and by phone, in writing, or in person at the agency office.
When making a reservation, the guest confirms that they are familiar with these Terms and Conditions, which they have previously carefully reviewed and fully accepted. Thus, everything stated in these Terms and Conditions becomes a legal obligation for both the guest and the agency.
The agency provides the contractor with the appropriate promotional material or program in printed or electronic form, presents all relevant information regarding the service, and delivers or directs them to the general terms and conditions that are an integral part of this contract. During the reservation, the guest must provide all data required by the reservation procedure. The reservation is valid upon the guest's payment; any other verbal or written confirmation does not constitute a reservation. To reserve a service, an adavance payment of 30% of the total price is required, with the remaining amount to be paid no later than 21 days before the service begins.
If there are 21 or less days until the arrival date, 100% of the accommodation service price must be paid upon the approved inquiry. Payments can be made to Uniline d.o.o.'s bank account or through online payment by credit card. Payments by bank transfer from abroad must be made no later than five days before the guest's arrival, and from Croatia no later than three days before the guest's arrival.
After receiving the total amount for the selected service, a voucher specifying the contracted and paid services will be sent to the guest. The voucher serves as proof of reservation. The guest must present the voucher upon arrival at the accommodation facility to receive the reserved services. If more people arrive at the reserved accommodation unit then stated in the travel documents (voucher), the service provider has the right to refuse accommodation to unannounced guests or accept all guests with an additional charge for the unannounced guests on the spot.
By paying the reservation, the guest confirms that they are fully aware of all the characteristics and conditions under which the specific accommodation unit is offered. By paying the reservation, the guest confirms acceptance of these Terms and Conditions for Accommodation Services. By the act of payment, everything stated in these conditions becomes a legal obligation for both the guest and Uniline d.o.o.
Note: All credit card payments will be made in Euros. When charging your credit card, the same amount is converted into your national currency according to the applicable exchange rate of the card association. As a result of currency conversion, there may be a slight difference in the amount compared to the original price displayed on our website.
6.RIGHT OF UNILINE d.o.o. TO CHANGES AND CANCELLATION
Uniline d.o.o. commits to ensure the guest's accommodation in the booked capacities within the reserved period, except in cases of extraordinary circumstances (war, riots, strikes, terrorist actions, sanitary disorders, natural disasters, interventions by competent authorities, etc.).
Uniline d.o.o. may propose changes to the reserved accommodation or cancel the booked capacities fully or partially if extraordinary circumstances occur before or during the holiday that cannot be avoided or eliminated. If they had occurred at the time of the program's announcement and sale, they would have been a valid reason for Uniline d.o.o. not to publish the offer or accept applications and confirmations for renting the subject accommodation units.
If the guest has paid for a reservation that Uniline d.o.o. cannot fulfill (online or due to an incorrect offer), an alternative will be offered. If Uniline d.o.o. can offer an alternative, the change of the reserved accommodation can only be made with the guest's approval. The offered alternative must be of the same or higher quality than the reserved accommodation. If the guest accepts the alternative and it is more expensive, they must pay the difference. If the alternative is cheaper, Uniline d.o.o. will refund the difference to the guest.
Uniline d.o.o. must inform all guests who have confirmed their arrival by payment about the change in reservation or cancellation immediately upon the occurrence of extraordinary circumstances. If an alternative accommodation cannot be found, the non-realized amount will be refunded to the guest minus administrative agency costs.
7.RIGHT OF THE GUEST TO CHANGES AND CANCELLATION OF THE TRIP
If the guest wishes to change or cancel a reservation made at their request, they must do so in writing (by email, mail, or fax). A change is considered a change in the number of persons or the date of the start and/or end of the service use no later than 30 days before the start of the service. If the reservation change is not possible, and if the guest cancels the confirmed reservation due to this, the cancellation conditions listed below apply.
In the case of cancellation of a fixed confirmed hotel accommodation reservation, the date of receipt of the written cancellation is the basis for calculating cancellation costs as follows:
For cancellations up to 30 days before the start of the service, 15% of the total reservation cost is charged, with a minimum of 15 Euros.
For cancellations from 29 to 22 days before the start of the service, 30% of the total reservation cost is charged.
For cancellations from 21 to 15 days before the start of the service, 40% of the total reservation cost is charged.
For cancellations from 14 to 8 days before the start of the service, 80% of the total reservation cost is charged.
For cancellations from 7 to 0 days before the start of the service, 100% of the total reservation cost is charged.
For cancellations after the start date or if the guest does not show up at the reserved accommodation, 100% of the total reservation cost is charged.
If the guest must cancel the reservation within 7 days before the service start, the agency offers the possibility of finding a new guest/user for the same reservation if possible (this also depends on the end service provider). In this case, the agency will charge only the actual costs caused by the guest's replacement. The new reservation user assumes all obligations from these Terms and Conditions.
If the guest does not arrive at the reserved accommodation by midnight on the service start date and has not informed the agency or service provider, the reservation is considered canceled, and cancellation costs are calculated as stated above. If the actual cancellation costs exceed the above costs, the agency reserves the right to charge the actual costs.
The agency does not make the refund to the guest for the costs incurred in obtaining travel documents or visas, related to the reservation that the guest cancels.
CANCELLATION OF CAR RENTAL
In the case of cancellation of a confirmed car rental reservation, the cancellation fees are as follows:
For reservation cancellations, the agency retains the advance payment made for the reservation confirmation.
CANCELLATION OF CRUISE RESERVATION
a)Cancellation conditions for Comfort Plus category ships:
Up to 33 days before arrival: 0% of the reservation amount
32 to 25 days before arrival: 25% of the reservation amount
24 to 18 days before arrival: 35% of the reservation amount
17 to 11 days before arrival: 50% of the reservation amount
10 to 7 days before arrival: 60% of the reservation amount
6 to 4 days before arrival: 70% of the reservation amount
Cancellation 3 days before arrival or no-show: 80% of the reservation amount
b)Cancellation conditions for Premium and Deluxe category ships:
Up to 33 days before arrival: 20% of the reservation amount
32 to 25 days before arrival: 25% of the reservation amount
24 to 18 days before arrival: 35% of the reservation amount
17 to 11 days before arrival: 50% of the reservation amount
10 to 7 days before arrival: 60% of the reservation amount
6 to 4 days before arrival: 70% of the reservation amount
Cancellation 3 days before arrival or no-show: 80% of the reservation amount
8.UNILINE d.o.o.'s OBLIGATIONS
Uniline d.o.o. is responsible for providing services and selecting service providers with due care and diligence. It must provide the guest with all contracted services for a particular arrangement and answer for the potential non-performance of services or part of the services.
Uniline d.o.o. disclaims any responsibility for changes and non-performance of services caused by force majeure and delays in transportation where the carrier is not responsible under applicable regulations and international conventions.
9.GUEST'S OBLIGATIONS
The guest must:
Possess valid travel documents, obtain a visa if required, and comply with customs and foreign currency regulations of the Republic of Croatia and the transit countries. Uniline d.o.o. does not assume responsibility for loss, damage, or theft of luggage or other personal belongings. Costs of loss or theft of documents during the trip are paid by the guest.
Respect house rules in accommodation units and cooperate with service providers to ensure a pleasant stay, and provide any necessary documents upon arrival.
Upon arrival at the rented accommodation unit, present the service provider with a voucher with the exact number of persons and the type of services that must be provided to them.
Pay any damages caused directly to the service provider on the spot.
10.LUGGAGE
Luggage is transported at the guest's risk, so it is recommended to insure the luggage with an insurance company.
The company Uniline d.o.o. is not responsible for destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit. The guest submits a report for damaged or lost luggage to the accommodation service provider and the competent police station.
11. CANCELLATION INSURANCE
If the guest predicts that he would have to cancel the trip due to certain situations, the agency recommends having a cancellation insurance policy. The insurance premium is calculated depending on the value of the trip, and according to the price list of the insurance company with which the Agency has an intermediary contract.
Uniline d.o.o. acts as an intermediary for the conclusion of policies of the insurance company:
Uniqa d.d. Terms of cancellation and all other information are available in PDF format at
Uniqa
Allianz d. d. Cancellation terms and all other information are available in PDF format on Allianz
12. TRAVEL INSURANCE
The agency also recommends a travel insurance policy to the guest: against the risk of an accident and illness during the trip, insurance against damage and loss of luggage, as well as voluntary health insurance. By signing the Contract: agency-guest, of which these Terms and Conditions are an integral part, it is considered that the guests have been offered and recommended the additional insurances specified in the previous paragraph.
In case the guest requires the mentioned insurances, they can be arranged directly with one of the insurers or with the agency, whereby the agency acts only as an intermediary. We recommend that you carefully study the insurance conditions before purchasing via the links above.
13.COMPLAINTS
Each guest - the Contract Holder: agency-guest, has the right to file a complaint due to unfulfilled contracted services. If the services from the offer are poorly performed, the guest can request proportional compensation by submitting a written complaint. Every guest has the right to complain about the unfulfilled paid service. Each guest - the holder of a confirmed reservation, submits a complaint individually.
Upon arrival, the guest is obliged to immediately report the inadequate service to the service provider's representative (receptionist or accommodation owner, etc.) and inform Uniline d.o.o. or their authorized representative. The guest must first notify the service provider and try to find a satisfactory solution with them. The guest is required to cooperate with the service provider and the agency in good faith to eliminate the causes of the complaint. If the guest accepts the proposed solution to the complaint on-site that corresponds to the paid service, the agency is not obliged to accept a subsequent complaint.
If the problem is not resolved even after on-site intervention, the guest must send a written complaint along with accompanying documents and photographs proving the basis of the complaint to the agency by email or mail to its address no later than 8 days after returning from the vacation. The agency will consider only fully documented complaints received within 8 days after the reservation ends.
While the resolution process is ongoing, for a maximum of 14 or 28 days after the complaint is filed, the guest irrevocably waives the right to involve any other person, UHPA arbitration, or any other institution, as well as providing information to the media. Likewise, during this period, the guest waives the right to a lawsuit.
The maximum compensation per complaint can reach the amount of the complained part of the service and cannot include already used services or the total amount of the service. This excludes the guest's right to compensation for ideal damage. The agency cannot be held responsible for any climatic conditions, cleanliness, and sea temperatures at the destinations, or any other similar situations and events that may cause guest dissatisfaction and are not directly related to the quality of the reserved accommodation unit (e.g., bad weather, poorly arranged beaches, excessive distance of public beaches from the accommodation, heavy traffic jams, theft or damage to property, etc.).
Uniline d.o.o. does not accept complaints on reservations made at specially discounted prices such as LAST MINUTE OFFERS, accommodation on the NO NAME HOTEL and FORTUNA system principle, and other special FORMULA ROULETTE offers.
How to submit a complaint
14. JURISDICTION OF THE COURT
The guest and the agency will attempt to resolve any disputes regarding the application of this Agreement amicably. Failing this, they will submit to the decision of the competent Municipal Court in Pula, with Croatian law being applicable.
Note: The data collected through the reservation form is considered personal data and is subject to the protection prescribed by the applicable regulations of the Republic of Croatia. By confirming the reservation, you confirm that the information provided in the reservation form is true and accurate and that you are aware of the purpose of its collection and processing.
By providing your personal data and accepting these general terms and conditions, the Guest agrees that UNILINE d.o.o. and its affiliated persons may use and utilize the mentioned personal data for promotional purposes such as (but not limited to) sending newsletters via email, posting on Facebook, and informing them about promotional activities, products, and services offered in other ways. By accepting these general terms and conditions, you agree that such personal data may be provided to third parties, including but not limited to affiliated companies of UNILINE d.o.o., for the purpose of marketing, conducting marketing and promotional activities, and delivering marketing notifications.
By paying for the service, the guest confirms acceptance of these Terms and Conditions.
