General Terms and Conditions for Providing Accommodation Services Introduction Booking and payment In order to confirm the booking, the customer is required to pay an advance in the amount from 20% till 40% of the total depending of accommodation. The rest of the total amount the customer is required to pay in cash at the reception desk of the agency upon arrival. 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 Selex tourist agency. When booking, the customer is required to give all the information necessary in the booking procedure. Sojourn tax Price of accommodation The daily rent of the accommodation includes water and electricity consumption, bedding, towels, cutlery and cooking kit (in apartments), as well as final cleaning after the departure of guests. Air-conditioning is included in the price, unless stated differently. In case the facility owner notices that the air-condition is on, while the window is open or while the guest is not present in the apartment, the owner holds the right to charge 3-5 Euros for the negligent use of air-conditioning. All kinds of special services which are listed and not included in the price, the guest will be charged for and is obliged to ask for, when checking in or, if agreed so, make the payment on the spot. Pets are allowed only if arranged so prior to the guest’s arrival and for a set fee. In case the guest hasn’t mentioned a pet when making a reservation, the Agency holds the right to cancel the booking upon arrival. When making a reservation, the guest is obliged to state the breed and weight of the pet. Leaving the pet alone, unattended in the apartment is not allowed. In case the customer uses the accommodation up to three nights, the price is 30% higher. The agency reserves the right to make changes to the stated prices. In case the prices change after the booking and prior to the payment of the advance, the agency guarantees to inform the customer about the price change and to send them a new calculation. For customers who have paid an advance for their reservation, the agency guarantees the price of accommodation stated in the first calculation, according to which the advance was paid. 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 according to the price list. Categorization and service description Information obtained at the accommodation unit does not oblige the agency in any way more than any information available on this web site. Agency's right to changes and cancellation In cases where substitute accommodation for paid accommodation is not available, the agency reserves the right to cancel the reservation upon prior customer notification (before their arrival) and guarantees the refund of the complete paid amount. Customer's right to changes and cancellation Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax). The following are examples of changes: changes to the number of customers, changes to arrival/departure dates. The first change to the reservation is free of charge. For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed above will be enforced. Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed Tourist agency Selex, the reservation is considered to be cancelled, and therefore the cancellation cost will be charged as described above. Agency's obligations It is obligation of Tourist agency Selex to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. Tourist agency Selex 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. Customer's obligations Accommodation terms The guest is required to come to the Agency upon arrival (or go straight to the facility if agreed so prior to arrival) with the confirmation of payment (Voucher received by mail or email) containing the number of persons and type of services that need to be provided. Upon arrival the guest is required to provide to the agency or the apartment owner the identification for all the guests staying in the facility, in order to check in with the local authorities. Entrance to the accommodation unit is possible after 14:00 (2 pm) on the day of arrival and upon departure the guests must leave the accommodation unit no later than 10:00 (10 am). Arrival after 20:00 (8 pm) on the day of arrival should be announced in advance to the Agency. Luggage Complaints Personal data privacy Selex Travel Agency collects, processes and stores your personal information in accordance with the EU General Data Protection Regulation (GDPR) and other applicable regulations. The personal data of the users will be stored in the database, in accordance with the decision on how to collect, process and store personal data. The Agency takes all security measures to protect user data, during data entry and transfer, data processing and storage. Access to data is limited and only available to employees who need it to perform business activities. The information will not be passed on to third parties or transferred to third countries except for the purpose of providing the reserved services (eg. accommodation, excursion, transfer, insurance). When booking accommodation, excursions or other services of the Selex Travel Agency, personal information of the reservation holder (eg. name, address, e-mail, contact telephone, etc.) and other users of the service (eg name, date of birth). The personal information of the guest is needed in the process of realization of the requested service and will be used for further communication (eg letter of intent, instructions for payment, notices on realization of the service). The Agency reserves the right to use the personal information of users for marketing purposes (eg. sending notices, actions, promotions, newsletters). The user can unsubscribe at any time by using the "Logout" link at the end of each e-mail or by sending a request to: selex@ri.t-com.hr An objection to the processing of personal data for marketing purposes will not affect the contracting and / or realization of the requested service. At any time, users have the right to request information about their personal data processed by the Selex Travel Agency, or to request that their personal data be changed or deleted by sending a request to: selex@ri.t-com.hr Note
Tourist agency Selex d.o.o. serves as an agent between the customer and the service provider (on behalf of the owner and to his benefit) and therefore provides accommodation services for the customer in accordance with the information available on the web-site www.selex.hr for the period of the confirmed reservation. Tourist agency Selex is not liable for force majeure. Force majeure is a circumstance which cannot be affected or foreseen and therefore cannot be prevented (earthquake, flood, fire, strike, terrorist attack, war, death of the service provider or their immediate family).
Inquiries and booking of accommodation can be done electronically (by email or forms on the web-site) or in person at the Selex tourist agency office.
According to the Croatian Law on the Sojourn Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The amount of Sojourn Tax to be paid will be stated on your reservation calculation, or there will be information that Sojourn tax is included in price. The registration fee will be charged once pro person (indipendently of the age), according to price list.
Accommodation units offered by the agency are described in accordance with the official categorization, issued by the Ministry of Tourism. Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared.
The agency reserves the right to change a reservation in case of emergency or force majeure. 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 the 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, the agency reserves the right to charge the price difference upon consulting the customer.
In case the reservation is canceled within 30 days prior to arrival, the advance payment will not be returned to the guest, but remains as a minimum fee to the owner of accommodation on behalf of his lost earnings.
- to have valid travel documents and a visa in case they need one for entering the Republic of Croatia,
- to obey customs regulations and currency exchange regulations of the Republic of Croatia
- to obey house rules in accommodation units and to have good relations with the host,
- the guest is responsible for damage made in the accommodation and is required to report it as well as to cover all expenses for any caused damage in the accommodation unit on the spot
Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses
Tourist agency Selex 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.
In case the guest is not pleased with the conditions in or of the facility, he/she is required to inform the Agency right away (in the period of 24h). It is in the best interest of the guest that any complaints are dealt with as soon as possible and on the spot. If there is no improvement after the guest has made a complaint, the guest needs to ask for a confirmation stating that the offer received wasn’t made as agreed earlier. The guest is required to attach that statement to a written complaint within 8 days after the end of his/her stay. In case the complaint is filed after the period of 8 days, the Agency will not take it into consideration. The Agency is obliged to reach a written solution to the complaint within 14 days upon receiving the complaint and can postpone it for additional 14 days for the reason of gathering information. The Agency will deal only with complaints which couldn’t be settled on the spot. While the proceeding is in progress (14 to 28 days) the guest irrevocably waivers his/her right to interfere a third party, whether it is a person or an institution and is not allowed to give any information to the media. The guest also waivers the right to file a court complaint. The highest amount that can be given to a guest to settle the complaint is the amount for the offer in question and cannot include the services already used nor can include the whole amount. Both the guest and the Agency will try to work out the problem in agreement. Tourist agency Selex is responsible for supplying the guest with all agreed services and needs to answer all questions regarding services which haven’t been accounted for. If the guest isn’t satisfied with the condition of the facility upon arrival, and therefore leaves the facility and finds new accommodation on his/her own, the guest cannot ask for a refund and weavers his/her right for a complaint.
Upon payment of the advance, the customer accepts the General Terms and Conditions in their entirety.
