Booking Terms and Conditions
1. GENERAL
1.1 IMPORTANT: Please read these terms carefully, since confirming a booking constitutes acceptance of these terms. You must accept these terms if you wish to make a booking. If you choose to accept these terms, you must do so as they are presented to you; no changes will be accepted by Croatia Choice unless confirmed in WRITING by a DIRECTOR of Croatia Choice.
1.2 Within these Terms and Conditions, “customer”, “you” and “your” means the first named person on the booking (the “party leader”), and all other members of the holiday party as appropriate (including any persons who are later added to the booking). References to your “holiday” mean the property and/or other services, as applicable, booked and paid for in the UK through the Company.
The Helping Hand Employment Agency Limited (the “Company”) ( trading as Croatia Choice ) also referred to as “us” and “we” arranges bookings of properties as an agent of the “Accommodation Provider(s)” concerned itself.
1.3 When you book a property with the Company acting as agent for the Accommodation Provider concerned you enter directly into a contract with the Accommodation Provider.
Where these Conditions mention “the Company” without using words such as “on behalf of the Accommodation Provider” or “as agents for the Accommodation Provider” this means Croatia Choice in its own right rather than as agent for the Accommodation Provider.
2. MAKING A BOOKING AND PAYMENT
2.1 Once you have made a provisional reservation we will ask you to confirm your booking by e-mail or fax. This must be from the first named person on the booking (‘the party leader’). The party leader must be at least 18 years of age and must be authorised to make the booking on the basis of these booking conditions by all persons named on the booking. By confirming the booking details with Croatia Choice the party leader confirms that he/she is so authorised and that all party members agree to be bound by these ‘Booking Terms and Conditions’.
2.2 The party leader is responsible for making all payments due to us. Once an invoice has been sent out from Croatia Choice a minimum non-refundable deposit of 25% of the rental cost must be sent. A higher deposit may be required where additional terms have been imposed by the Accommodation Provider. You will be notified of any unusual deposit conditions prior to confirmation by us of your booking. The balance of your booking must be received not less than 10 weeks prior to your arrival date at the accommodation, a reminder invoice will not be sent. If booking within 10 weeks of arrival, the full cost of the accommodation must be paid at the time of booking. You may make a reservation over the telephone or by filling out the Inquiry Form on our website www.croatiachoice.com. Until a deposit is paid reservations are provisional and will be held for 48 hours pending receipt of your deposit/full payment as applicable. If your payment is not received within 48 hours the provisional reservation will automatically lapse.
2.3 Payment must be made by debit card Maestro/Switch/Delta/Electron or Solo for which there is no charge or by credit card (Visa or Mastercard) for which a 2% surcharge will be imposed on the total amount. We do not accept payment by cheque or any other method.
Please fax through your card details to: 0207 100 4734. Please ensure you quote your booking reference number when faxing through the details. Alternatively you can call us with your card details on 023 80 254287.
2.4 Bookings cannot be accepted from parties of young people less than 18 years of age. We reserve the right to refuse a booking without any given reason.
3. CONTRACT
3.1 A contract between you and the Accommodation Provider will come into existence when you have paid a deposit (or full payment if booking within 10 weeks of departure) and we accept your booking by issuing a written confirmation. The contract(s) between you and the Accommodation Provider(s) is governed by or construed in accordance with the law of the country where the property is situated. The contract between you and if applicable, the Company and any matter arising from or in connection with it/them shall be governed by or construed in accordance with English law only and will be dealt with by the Courts of England and Wales only.
3.2 It is important that you check the booking confirmation you receive from us immediately on receipt. You must contact us straight away if any information appears to be incorrect as it may not be possible to make changes later. We regret we cannot accept any liability for inaccuracies in any documentation unless we are notified of it within 7 days of our sending it out.
4. PRICES
4.1 The prices featured on our web site apply at the time of going to press. Please note that Croatia Choice reserve the right to change our prices at any time prior to booking.
4.2 The accommodation prices published in this web site are in Euros.
4.3 The price of your accommodation is however subject to surcharges if costs increase due to : a) government action or b) currency costs.
In this case we will absorb an amount equivalent to 2% of the price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2% will be surcharged. If this means paying more than 10% of the holiday price, you will be entitled to cancel your holiday with a full refund of all amounts paid excluding any amendment charges. Should you decide to cancel because of this, you must exercise your right within 14 days from the issue date printed on the invoice.
You should do so by informing Croatia Choice in writing via e-mail or a fax which must be acknowledged as received by Croatian Choice within 48 hours of it being sent. In all cases we will only accept a cancellation from the lead name, which appears on the invoice.
We will not surcharge you within 30 days of departure. No surcharges will be imposed after the balance has been paid. You have the option of paying in full at the time of booking to guarantee against any surcharge.
4.4 Accommodation is let fully furnished and equipped. The price for all properties includes linen, electricity, hot and cold water. Occasionally there may be an additional charge for optional services where available; you will be advised of this at the time of booking. Use of telephone/internet facilities where available must always be paid for locally.
4.5 The Croatian Government levies a Tourist Residence Tax which must be paid by all tourists (including Croatian nationals) staying the night in designated regions (primarily on the coast ).
Customers from the age of 12 to 18 have a 50% discount, while children under the age of 12 are not taxed.
This tourist tax at current known rates will be included in the price you are quoted when booking.
5. COMMUNICATION
5.1 In the interests of saving trees, time and cost all correspondence (with the exception of complaints) will be dealt with via email only.
5.2 E-mail contact will be made with customers via the e-mail address provided at the time of reservation in respect of any schedule change or cancellation. This address will also be used to respond to any correspondence/phone calls received from you. Evidence of e-mail dispatch will be accepted as evidence of receipt. It is essential therefore that you provide a working e-mail address and that if for any reason you cannot receive e-mail on the address provided that you contact us and provide us with an alternative e-mail address.
6. SECURITY DEPOSIT
6.1 A security deposit may be required to cover the cost of any damages or breakages or phone bills for some accommodation. Where this is the case it is usually mentioned in the details on the website. In any event full details will be notified to you prior to booking.
7. CHANGES BY YOU
If you wish to make any changes to your booking after it has been confirmed you must notify us in writing via email or fax as soon as possible.
7.2 If you are prevented from travelling, you have a right to transfer your accommodation to another person. We will charge an amendment fee of 20 euros per accommodation unit booking.
Until we receive full payment, both you and the person taking your place are responsible for full payment of the balance due.
7.3 If you wish to change the dates of your booking we will attempt to accommodate this, however this is subject to availability at the time of the change. We will endeavour to assist you but cannot give any guarantees. An amendment fee of 35 euros per booking will be applicable along with any actual additional costs incurred by us as a result of the change. If we cannot accommodate the requested date changes you may cancel your booking in which case cancellation charges will apply as per section ‘Cancellation Charges’.
8. CANCELLATION
8.1 If you wish/need to cancel your booking you may do so either by e-mailing us at admin@croatiachoice.com or by fax to 0207 043 4734. All cancellations will take effect from the date notification is received by Croatia Choice. In all cases a cancellation will only be accepted from the party leader. If you do cancel you will have to pay cancellation charges. The amount you pay depends on the date we receive notification of the cancellation. The following cancellation charges apply:
Cancellation charges
Length of notice Cancellation charge More than 56 days prior to arrival date Loss of deposit 55-43 days prior to arrival date 50% of total cost 42-29 days prior to arrival date 65% of total cost 28-15 days prior to arrival date 90% of total cost Less than 15 days prior to arrival date 100% of total cost.8.2 Cancellation charges are calculated as a percentage of the total accommodation cost. Cancellation charges exclude amendment charges which are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to re-claim these cancellation charges (less any applicable excess) under the terms of your insurance policy, if you have one. Claims must be made directly to the insurance company concerned.
Croatia Choice strongly recommends that you purchase travel insurance when booking your accommodation rental.
9. CHANGES AND CANCELLATIONS BY US
9.1 In the unlikely event that alterations and cancellations have to be instigated by us, we will inform you as soon as possible and if requested we will try to arrange alternative accommodation of a similar type, standard and location.
9.2 If no alternative accommodation is available or acceptable, we will refund in full all monies paid and shall be under no other liability whatsoever.
10. ARRIVAL AND DEPARTURE
10.1 The majority of accommodation units offered through our website are private apartments and guesthouses. As such most of the accommodation does not provide night porters and in general guests are expected to arrive at social hours e.g. between 3.00 pm and 8.00 pm Croatian time and to depart by 11.00 am. Arrival times outside these hours should be agreed in advance.
10.2 Details of whom to meet at the accommodation are given on the directions sheet issued to you once we have received full payment for the accommodation.
10.3 Croatia Choice is unable to offer refunds as a result of time lost at your accommodation for whatever reason including but not restricted to : flight delays, auto breakdown, border or visa issues etc. In addition refunds cannot be issued on accommodation rentals aborted early.
11. TRAVEL
11.1 It is very important that you secure your travel (e.g. flights, car rental) arrangements at the same time as booking accommodation. Croatia Choice will not be held responsible for problems arising as a result of non-confirmation of your travel arrangements.
12. COMPLAINTS
12.1 If you have a problem whilst at your booked accommodation, please bring it to the attention of the Accommodation Provider / our local agent so that they have an opportunity to put it right at the time. If no agent/Accommodation Provider is available, please contact our office direct on 02380 254287. Failure to alert us of any problem whilst you are in the accommodation will lead to a rejection of your complaint by our office.
12.2 If your complaint cannot be completely resolved locally, you must inform the Accommodation Provider / our local agent and follow this up within 10 days of checking out of the accommodation by writing to our customer services manager at customerservices@croatiachoice.com giving full details of your complaint and we will pass your comments onto the Accommodation
Provider. In all cases we will try and settle the matter amicably. If we do not receive complaints within 10 days of checking out of the accommodation, we reserve the right to reject any claim as it may be, by then, difficult for us to investigate the complaint.
Written complains can also be sent via regular postal mail and should be supported by any relevant documents, photographs etc, that prove reasons for the complaint. Postal complaints should be sent to Croatia Choice, Suite 54, 151 High Street, Southampton, SO14 2BT, Hampshire , UK. Please retain copies of any documentation you send us as we will not be able to return the originals.
12.3 If you vacate the accommodation before the departure day without notifying the Accommodation Provider and/or our local agents / UK office you will lose any right to compensation.
13. YOUR RESPONSIBILITIES
13.1 You must keep the accommodation and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the commencement of your holiday, and in the same state of cleanliness and general order in which it was found. You will be responsible for any breakages, loss or damage to the accommodation. Once again we strongly recommend adequate insurance cover to be made by yourselves and all party members. The Accommodation Provider reserves the right to make deductions from any security deposit for any extra cleaning over the number of hours committed to departure cleaning, and to claim compensation for costs over and above the sum of the security deposit.
14. NUMBER OF PEOPLE USING THE ACCOMMODATION
14.1 Only those persons named on the booking confirmation may vuse the accommodation without prior agreement. The maximum number of people, including infants, allowed at the accommodation may not be exceeded. The owner has the right to terminate the rental without prior notice and without refund if the numbers are exceeded.
15. ACCESS
The Accommodation Provider or their representative shall be allowed reasonable access to the accommodation to carry out urgent maintenance and/or inspection.
16. BEHAVIOUR
The person signing the contract is responsible for the appropriate and decent behaviour of the party. Should you or a member of the party not behave in such a manner, the Accommodation Provider or local representative/agent may use their absolute discretion and ask you and the party to vacate the accommodation without refund.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of the Accommodation Provider or local representative , you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Accommodation Provider then the Accommodation Provider is entitled, without prior notice, to terminate the occupation of you and your party. In this situation, you and the party will be required to leave the accommodation. We will have no further responsibility toward you. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
17. LINEN
Linen and weekly linen change is included in all properties. It is advisable to take a beach towel and if a cot has been requested to check that cot linen is provided.
18. SOCIAL EVENTS AND OTHER FUNCTIONS
Croatia Choice acts as an agent for Accommodation Providers for the private rental of accommodation. If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the accommodation, you must seek prior permission from Croatia Choice and/or the Accommodation Provider directly. The Accommodation Provider may at his/her discretion refuse such a request. Additional charges and/or an increased security deposit may be sought at the owner’s discretion.
19. SECURITY AND VALUABLES
Any valuables left at the accommodation are left at your own risk. Neither Croatia Choice nor the Accommodation Provider is responsible for their loss. No refund can be given should you decide to vacate the accommodation as a consequence of a burglary.
20. INFORMATION
20.1 While we make every effort to ensure that descriptions supplied are accurate, we cannot accept responsibility for errors contained therein or the results thereof. You must accept that minor differences between the photograph/illustration/text used and actual accommodation may arise.
20.2 Accommodation Providers reserve the right to make modifications to the accommodation specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, Accommodation Providers reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice.
21. PETS
Pets are not allowed unless with the explicit permission of the owner. The owner reserves the right to add a surcharge and/or increase the security deposit.
22. LIABILITY
22.1 The Accommodation Provider shall have no liability for any death or personal injury unless this results from the negligence of the Accommodation Provider or its employees (providing they were at the time acting in the course of their employment). The Company shall have no liability for any death or personal injury unless it results from the negligence of it or its employees (providing they were at the time acting in the course of their employment).
22.2 You must take all necessary steps to safeguard your personal property and any liability which you may incur to others during the course of your holiday. No liability is accepted by the Accommodation Provider or the Company in respect of damage to, or loss of, such personal property except where, in the case of the Accommodation Provider, it results from the negligence of it or its employees (providing they were at the time acting in the course of their employment) or, in the case of the Company, it results from the negligence of it or its employees (providing they were at the time acting in the course of their employment). As the Company acts only as agent for the Accommodation Provider(s), the Company cannot accept any liability for any act(s) or omission(s) of the Accommodation Provider(s) or anyone representing, or employed by, the Accommodation Provider(s). Furthermore, the Company cannot accept any liability for any shortcomings or defects with or in any property as all properties are within the sole control of the Accommodation Providers. Please also see section 23 (force majeure) below.
Nothing in this section 22 or elsewhere in these Booking Conditions will exclude or limit any liability either the Accommodation Provider and the Company may have to you for (a) fraud or fraudulent misrepresentation nor (b) liability under Part I of the Consumer Protection Act 1987 PROVIDED ALWAYS that nothing in this section 22 shall confer on you any right or remedy to which you would not otherwise be entitled by law.
23. FORCE MAJEURE
23.1 Except where otherwise expressly stated in these Booking Terms and Conditions, the Company and the Accommodation Provider(s) regret they cannot, either jointly or individually, accept liability or pay any compensation where the performance or prompt performance of the obligations under your contract by the Company, Accommodation Provider(s) and/or other service provider(s) (as applicable) is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions “force majeure” means an event beyond the reasonable control of the Accommodation Provider, the service provider(s) and/or the Company (as applicable) including, but not limited to strike, lock-out, labour dispute, act of God, war, actual or threatened terrorist activity, riot, civil commotion, malicious damage, compliance with a law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood and storm or other adverse weather conditions or other circumstances affecting the supply of goods or services. In any case we shall be entitled to treat the contract as discharged.
23.2 We cannot be held responsible for the breakdown of mechanical equipment such as pumps or boilers, nor for the failure of public utilities such as water, gas and electricity.
23.3 Neither Croatia Choice nor the Accommodation Provider can be held responsible for noise or disturbance originating beyond the boundaries of the accommodation or which is beyond our control. In the event that a source of noise has been in existence prior to your arrival and we are informed of this, we will contact you to inform you of the disturbance.
23.4 Neither Croatia Choice nor the Accommodation Provider can accept responsibility for events out of our control e.g. bad weather including events arising as a result of very hot or unusual weather, delays caused by carrier companies, breakdown of domestic equipment.
24. HEALTH & SAFETY
24.1 Your health and safety whilst on holiday is a priority. It is important to remember, however, that many of the properties maintained by the Accommodation Provider(s) are buildings of character, and whilst they are all registered and regulated by local Croatian authorities and meet local safety requirements, those safety standards may not be as high as those found in the UK.
We ask you to familiarise yourself with the property on arrival, particularly when travelling with children. Balconies and stairways in particular are a magnet for exploring children. Don’t let children on to balconies or stairways unsupervised unless you have yourself first assessed them and determined that they are appropriate and safe for your children. Be extra careful on your balcony if you have been drinking.
Also, in the event that the property includes a pool we ask you to ensure that children are properly supervised when using it and that you are fully aware of the depth of the water before anyone dives/jumps in.
25. ENVIRONMENT
Sometimes cats and dogs are resident where the Accommodation Provider lives on the property. They are normally docile and enjoy making friends. Their domain is generally restricted to the public areas of the property and gardens. If you are allergic to cats and/or dogs please ensure that you check the suitability of your chosen accommodation with us prior to confirming your booking.
26. NOISE
Seasoned travellers accept that, though regrettable, traffic, farm work, animals and other sounds form part of everyday life. The braying of a donkey, crow of a cockerel or the barking of a dog is not a complaint that receives much sympathy from the locals! We hope to have clearly indicated in our descriptions the possibility of some kinds of disturbance; however, what constitutes ‘noise’ to one person may not be a problem for another. It should be remembered that in the country, work begins early, and the movement of tractors is not uncommon. Please let us know if you have any special needs regarding this element of your holiday and we will be happy to advise you accordingly.
Please note that neither we nor the Accommodation Provider can be held responsible for any building or road workings occurring near the accommodation. Although we will endeavour to let you know of any planned work ,unfortunately in Croatia, as in many countries, work can start at any time with minimal warning.
27. SPECIAL REQUESTS
If you have any special requests or requirements (e.g. sea view, infant cots or any requirements arising as a result of medical problems or disability) you must advise us at the time of booking and clearly note them on the booking form. We will endeavour to meet any requests you may have prior to travel but unfortunately we cannot guarantee them. Special requests do not form part of our contractual obligations to you and we accept no liability if they are not met.
Cots
If you require a cot please request it at the time of booking in order that we can ensure it is at the villa on your arrival. A supplementary charge may be added to your invoice. Cots are purchased locally and will differ to those you may use at home and may well not conform to UK safety standards. We require guests to satisfy themselves as to their suitability prior to using them. For your own peace of mind you may prefer to take your own travel cot.
Please note that for hygiene reasons cots are supplied without cot linen. If you have informed us that you need a cot, please bring cot linen with you.
28. YOUR DATA
For the purposes of the Data Protection Act 1998, Croatia Choice is the sole data controller of all personal data provided to the Company by customers and prospective customers. To process your booking, the Company needs to collect certain personal details from you, for example names and addresses of party members, credit/debit card or other payment details, special requirements such as those relating to any disability or medical condition which may affect any party member’s holiday arrangements and any dietary restrictions which may disclose religious beliefs. If the Company needs any other personal details it will request these from you.
The Company needs to pass on your party’s personal details to the companies and organisations who need to know them so that your accommodation can be provided (for example the Accommodation Provider, any service provider(s), your credit/debit card company or bank, the insurance company if you purchase the Company’s insurance policy(ies), etc.) or for verification of details relating to your holiday rental and any travel-related services booked.
Such individuals, companies and organisations may be outside the European Union, Norway, Iceland and Liechtenstein. Data protection legislation in those countries may differ from that in the UK.
The Company also needs to process and store your personal details for its own administration, market analyses and operational reviews. It would also like to store and use your party’s personal details for future marketing purposes (for example, sending you brochures or details of promotions and offers which it feels may be of interest to you). Details you give to the Company will be kept, but only names, contact details and any booking preferences will be used for marketing purposes.
We value your privacy and therefore the Company will NOT sell or provide any of your details to third party companies except as where outlined above it is necessary in order to provide your holiday.
Except where expressly permitted by the Data Protection Act 1998, the Company will only deal with the personal details you give to it as set out above unless you agree otherwise. You are generally entitled to ask the Company (by letter, fax or e-mail) if and how it is processing your personal details. The Company is entitled to charge a fee in responding to such a request. The Company promises to respond to your request within 40 days of receiving this in writing and payment of the appropriate fee (if required by the Company). In certain limited circumstances the Company is entitled to refuse your request. The Company may also record or monitor telephone calls to and from the Company without notification for staff or training purposes.
CONDITIONS OF SERVICE PROVIDERS
Many of the services which make up your holiday are provided by persons, firms, companies and other bodies which are wholly independent of the Company and for whom the Company acts as agents. These service providers provide services in accordance with their own terms and conditions. Some of these terms and conditions
may limit or exclude the service provider’s liability to you, usually in accordance with applicable International Conventions (e.g. Athens Convention for international travel by sea). Copies of the relevant parts of these terms and conditions are available on request from the Company or service provider concerned.