General Terms & Conditions

GENERAL TERMS AND CONDITIONS

RESERVATIONS AND PAYMENTS

Inquiries and reservations are accepted via our web site, by mail, phone or in person at the hotel reception. When booking through this website, the user confirms acceptance of these General Terms in its entirety. Everything stated hereafter becomes legally binding, both for the customer and for Villa Dubrovnik. When booking, the customer is required to give all the information. To make the reservation considered valid user must guarantee booking by a valid credit card. Credit card is used only as a guarantee; the payment is made upon arrival at the reception, if not stated otherwise. Facility reserves the right to pre- authorize a credit card for the full price of your whole stay. Your personal data, as well as information about your credit card, are fully protected. Data transmission takes place via a secure server. All bookings made via the Internet reservation system are considered valid only upon confirmation of reservation by the central sales office of Villa Dubrovnik. Confirmation of the reservation must be presented at check-in. The reservation can be confirmed online, or by e-mail. All services are charged at the hotel reception before departure. Check-in time is from 15:00 and check-out by 12:00 hours.

TOURIST TAX

In accordance with the regulations governing the payment of tax, the customer is required to pay the tourist’s residence tax when paying for their accommodation. The Tourist tax in the Republic of Croatia varies from destination to destination, to which you are travelling. Children under 12 years are not paying while children between 12 and 18 years have a 50% discount. The amount must be paid upon payment of the cost. The amount of paid tax is clearly specified on the invoice issued to the user upon calculation and payment of services. The amount of tourist tax is determined by decision of Croatian Government.

SERVICE PRICE

Service price represents the amount per person / night or per room / day, as indicated on the price list of services. Additional services are not included in the price and are payable additionally. Hotel Villa Dubrovnik reserves the right to change the prices of service at any time. Clients that have paid a deposit or provided acceptable reservation guarantee, Hotel Villa Dubrovnik guarantees the prices that are valid at the time of booking. For stays without reservations, the prices and conditions of the valid price list at the reception desk. The price includes a la carte breakfast and VAT. All payments will be made in the local currency EUR. If you pay using a credit card of a foreign issuer, the price expressed in EUR will be converted to the local currency in which the foreign issuer shall invoice the charges on a credit card. Said conversion will be made using the exchange rate that is agreed upon by the foreign issuer and the credit card user and therefore there is the possibility of deviation amount of which will be charged your card from the original price stated on our website. If reservation made for more than five rooms, there can be various conditions and additional costs.

FACILITY CATEGORIZTION

The authorized bodies of the Ministry of Tourism, in accordance with applicable legislation categorize facility and accommodation of Hotel Villa Dubrovnik.

RIGHT OF VILLA DUBROVNIK TO ALTERATIONS AND CANCELLATIONS

Hotel Dubrovnik reserves the right at any time to change the reservation or description of services, if circumstances arise that are beyond our control, cannot be predicted, avoided or postponed. Confirmed accommodation unit can be exchanged for accommodation of the same or higher category and at the price that was confirmed at the time of booking, and that customer is notified in timely manner. In cases where substitute accommodation is not available, and the accommodation is paid in advance, at Villa Dubrovnik reserves the right to cancel the reservation and refund the full amount.

GUEST’S RIGHT TO CHANGES AND CANCELLATIONS

Should the customer wish to change or cancel a reservation according to her/his request, it must do so in writing by the e-mail. If a reservation change is not possible and if the customer quits the confirmed reservation, the terms of cancellation are listed below:

31.03. - 31.05. 2023.

Cancellations received up to 3 days prior to arrival, 3 PM CET: no charges will apply.

Cancellations received within 3 days prior to arrival: cancellation penalty of 100% of the entire stay not refundable will apply.

No show, early departure or reduction of stay: 100% of the entire stay booked will be charged. Not refundable.

01.06.2023. - 30.09.2023.

Cancellations received up to 10 days prior to arrival, 3PM CET: no charges will apply.

Cancellations received within 10 days prior to arrival: cancellation penalty of 100% of the entire stay not refundable will apply.

No show, early departure or reduction of stay: 100% of the entire stay booked will be charged. Not refundable.

Special conditions and restrictions may apply in case of 5 or more reserved units.

Advanced Purchase Rate - Conditions:

Advanced purchase rate:

Payment condition: full advance payment with nonrefundable policy at the time of booking

The full amount of the reservation will be charged on your credit card shortly after your booking is confirmed.

This reservation cannot be canceled or modified.

Booking terms and conditions:

Your credit card will be charged for the full amount in EURO.

Price includes a la carte breakfast and VAT.

City tax of additionally charged per person per day is not included in the room rate.

In case of invalid credit card hotel reserves the right to cancel the reservation.

HOTEL’S DUTIES AND OBLIGATIONS

Obligation of Hotel Villa Dubrovnik is a constant concern about the quality of the service provided, in accordance with legal regulations, industry standards, and generally accepted business practices and customs in the tourism and hospitality industry. The hotel will endeavor to fulfil commitments in full unless there are circumstances beyond our control.

GUEST’S DUTIES AND OBLIGATIONS

The guest is obliged to supply and carry all personal documents necessary for arrival and departure to the units Hotel Villa Dubrovnik. The client is required to abide by the rules and regulations prescribed by the Hotel Villa Dubrovnik through hotels House Rules and Villa Dubrovnik safety guidelines for Covid 19 which is presented on the web page. The client is required prior to arrival to check the visa regime between the Croatian and the country of origin, and check whether it is required any additional travel document for his entry and stay in the Republic of Croatia or any specific governmental regulations regarding Covid 19.

THE RIGHT OF OBJECTION

Should the services provided not be satisfactory, the customer can file a written complaint. Every customer has a right to complain for the service that was paid but unfulfilled. Every customer - reservation holder, files a separate complaint. The guest is required to cooperate with employees with a good faith in order to rectify the problem.

The procedure for making a complaint:

The guest is required immediately at the reception inadequate service or notify the Villa Dubrovnik by e-mail: guestservices@villa-dubrovnik.hr, or by the post to Villa Dubrovnik d.d., Vlaha Bukovca 6, 20000 Dubrovnik. Villa Dubrovnik will confirm in writing its receipt and respond to the complaint in no more than 15 days of filing the complaint.

JURISDICTION

Any disagreements should be settled in a satisfactory manner for both parties, and if a solution cannot be reached, arbitration of territorially competent court will be accepted.

PROTECTION OF PERSONAL DATA

The data covered by the privacy policy and the information that we require from the guest:

Name, address, email address, phone number and / or fax, payment, invoices and other data necessary for providing customer service . At any time the customer can unsubscribe from our mailing list an explicit statement, after which the Villa Dubrovnik will not use your data.

The purpose of the obtaining data

All the information obtained from used exclusively for the most effective response to the guest's request, ensure the provision of the required services, the promotion of our services, our internal statistical analysis, the possibility of sending publications, brochures and other promotional materials. Villa Dubrovnik ensures that the collected data be used only for such purposes.

Privacy Policy Period

In the moment when the customer submits its data, he/she agrees to contact him/her and get on our mailing list. The moment of entering your data constitutes your agreement to the contact.

Privacy Policy Content

We do not sell, rent or give your information to third-party legal and physical persons without your consent, because it is against our privacy policy. Villa Dubrovnik is not responsible for accidental errors or due to force majeure, or other objective circumstances that could accidentally violate the guarantee protection of your data. But we guarantee that the error will be corrected, if possible, as quickly as possible and that the guest will be informed about it.

Cookies and Internet technologies

As is the case with many other portals, and our can use "cookies" and other technologies that simplify our delivery of content depending on the areas of interest of the customer, processing reservations or requests, and / or analyzing the characteristics of your visit. Cookies by themselves cannot be used for the detection of personal identity

Protection of Children’s Personal Data

Villa Dubrovnik does not want and does not intend to collect personal information from persons under the age of 14 years. Personal data of the child and the parents will be deleted from our database if the parents request it. A parent or guardian always has the right to request access to any personal information about your child that we got from one of our sites, or remove the data (if the data is still in our database) and / or prohibit our future collection and use of information about your child. If you are a parent and wish to exercise this right, please contact us.

Change the Data and the Right to be forgotten

At any time, the customer can request a review of their personal data, as well as to update, correct or completely delete all data.

RESPONSIBILITIES OF THE AGENCY

The Agency will maintain a high quality of services provided, in accordance with positive legal provisions, professional rules, and standards and norms of the hospitality industry. The Agency commits to fulfil its obligations entirely, except when circumstances are exceptional and beyond its control.

The Agency will provide to the Passenger all the necessary information pertaining to its services, it will provide services in the form and manner as specified, and it will make sure that Passengers’ best interests and rights are satisfied in accordance with positive regulations in the Republic of Croatia, and general norm and customs in the industry.

RESPONSIBILITIES OF THE PASSENGER

The Passenger shall make available his/her personal data in line with the personal data protection regulations for the purpose of booking services provided by the Agency. The Passenger will receive a Confirmation Letter after his/her reservation has been confirmed, containing all relevant information about the service. General terms and conditions shall apply for all details of the service not included in the Conformation Letter.

SCOPE OF SERVICE

A detailed description of the content of every reservation made with the Agency, including information about the trip or transfer booked by the Passenger, and cancellation policy, will be contained in the Confirmation Letter.

BOOKING PROCEDURE, PAYMENT METHOD

Inquiries and reservations with the Agency can be made by e-mail are in person at reception desk.

A contract shall be deemed closed and reservation confirmed when the Passenger receives the Confirmation Letter.

The Agency may change the rates of its services at any time.

Payment of a service can be made before departure at the reception desk, with credit card or cash. EURO is the only accepted currency. If a credit card issued by a foreign issuer is used to pay for the Agency’s service, the rate stated in the EURO shall be converted to the issuer’s national currency that is normally stated on receipts issued for purchases charged to this card. The exchange rate that will apply in this case will be as agreed between the foreign card issuer and the credit card holder, which means the amount actually charged to the card might differ from the rate stated in the Agency’s price list. The Passenger’s personal data, including all credit card data, will be fully protected and safe during the payment transaction that is carried out via secure server.

AGENCY’S RIGHT TO MODIFY AND CANCEL RESERVATION

The Agency may cancel a reservation at any time and reimburse the Passenger for the full amount in case of extraordinary circumstances that could not have been avoided.

GUEST’S RIGHT TO MODIFY AND CANCEL RESERVATION

Should the Passenger want to modify or cancel a reservation previously made at his/her request, he/she must do so in written (by electronic mail) or in person, at the Agency. If a change in reservation is not possible and the Passenger decides to give it up entirely, the following cancellation terms shall apply.

Cancellation terms for walking tours:

In case of a cancellation made 48 - 25 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the booked activity.

In case of a cancellation made 24 - 0 hours before the beginning of the booked activity or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked activity (100%).

Cancellation terms for boat excursions:

In case of a cancellation made 7 days - 49 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the booked activity.

In case of a cancellation made 48 - 25 hours before the beginning of the booked activity, the Passenger shall be charged by the Agency a cancellation fee equal to 50% of the total value of the booked activity.

Cancellation terms for transfers by car, a van or minibus:

In case of a cancellation made 48 - 25 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the transfer.

In case of a cancellation made 24 - 0 hours before the booked transfer time or in case of a no-show, the Passenger will be charged by the Agency a cancellation fee equal to the full value of the booked transfer (100%).

Cancellation terms for transfers by boat:

In case of a cancellation made 7 days - 49 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 30% of the total value of the transfer.

In case of a cancellation made 48 - 25 hours before the booked transfer time, the Passenger shall be charged by the Agency a cancellation fee equal to 50% of the total value of the transfer.

GRIEVANCE PROCEDURE

Every Passenger is entitled to complain about a service that has been paid for but denied or not adequately provided by the Agency. Any such grievance may be communicated in any of the following ways: in person at the Agency; by writing to concierge@villa-dubrovnik.hr; and by standard post to Villa Dubrovnik d,d., Vlaha Bukovca 6, 20000 Dubrovnik. The Agency shall send a confirmation receipt and respond to the complaint in written without unnecessary delay and by considering the circumstances, in no more than 15 days since the complaint was made. All disputes and disagreements shall be resolved through mutual consent, in a way acceptable to both parties. A dispute may be resolved through the EU’s online platform for the resolution of consumer disputes (http://ec.europa.eu/odr) or before the competent court.

PERSONAL DATA PROTECTION

Personal data of the Passenger are required in the process of provision of the desired service and these data will be used during exchange with the Agency (for example, on payment receipts, in service delivery notifications, the confirmation letter). All personal data and procedures of their collection and processing are covered by the Privacy Policy and the Agency guarantees that it will use the collected data only for stated purposes and that it will share them only with partners participating in the provision of contracted services.