General terms and conditions

GENERAL TERMS AND CONDITIONS  - ESTEE
d.o.o. ŠILO
We wish you a nice vacation, without unpleasant surprises. That`s
why we prepared  clear legal rules represented here that become
components of the Agreement, in other words the voucher, between
ESTEE Travel Agency, Konjska 10, HR-51515 Šilo (hereinafter: the
Agency) and the travel contractor (hereinafter: the Guest). All the
information and terms in the program and these General Terms are
binding for both the Agency and the Guest. Upon using any service
from the offer of ESTEE Travel Agency, upon payment of the advance,
or renting the accommodation directly in Šilo the customer accepts
the General Terms and Conditions in their entirety.
PERSONAL INFORMATION SECURITY
The
Guest provides personal information that is required for processing
requested services. The same information shall be used for
inter-communication. If you don`t want to receive any information
about changes, news and special offers, please inform us and we will
of course respect your will. Your name and e-mail address gives
us the opportunity to send you newsletters. Of course you may stop
delivery of that type of communication at any time. 
The
Agency is under obligation that the personal information of the Guest
will not be given to a third party or used except for the purpose of
carrying out requested services and inter-communication.
We reserve the right to publish reviews of accommodation, at the
express request of the Guest ESTEE Travel Agency will unpublish the
review from our web site.
CATEGORIZATION AND SERVICE DESCRIPTION
The Agency ensures services according to the published
information, description and schedule in accordance with confirmed
reservations except in circumstances beyond our control.
While
we make every effort to ensure that descriptions supplied are
accurate, information presented may contain accidental, grammar or
typing mistakes. You must accept that minor differences between the
photograph/illustration/text used and actual property may arise.
Tolerance of +/- 20% applies to all numerical values (areas,
distances,…). Stated distances are based on air distances unless
stated otherwise.  Offered accommodation units are described
after the official categorization of the issuing institution ( e.g.
croatian Office for Tourism) and through our insight in the real
condition of the capacities. Changes, additions and information
corrections are made continually. ESTEE Travel Agency is not
responsible for direct, indirect, criminal or any other damages that
are the result of using information presented.
Property owner
reserves the right to make modifications to the property
specifications that are considered necessary in light of operating
requirements. In the interest of continual improvement, property
owners reserve the right to alter furniture, fittings, amenities,
facilities or any part of any activities, either advertised or
previously available without prior notice. If major material changes
occur after your booking has been confirmed, we will advise you if
there is time before departure.
BOOKING PROCEDURE
All inquiries and bookings of accommodation are received by
e-mail, phone in written (by mail) or delivered personally in
ESTEE Travel Agency agency.
Completed booking form on our web site is considered to be a
preliminary booking. We update the availability in our booking
calendars daily. When the booking form is received, ESTEE Travel
Agency checks once more whether required accommodation unit is
available and than we send to the guest the booking confirmation by
e-mail. In order to complete the booking, the guest should pay
the advance within 48 hours from receiving the booking confirmation.
The advance is 30 % of the total amount. For some accommodation a
total amount is required one month before arrival, which is
indicated in the accommodation description.  When the
advance is payed in, the guest is due to mail the receipt to ESTEE
Travel Agency. If booked vacation term starts 15 days after the
booking is made, the guest is due to pay advance-money within 12
hours from receiving the booking confirmation and immediately notify
ESTEE Travel Agency by e-mail.
Advance payment for booked accommodation can be paid by bank
transfer or by credit card.
The payers and recipients bank
transfer fees should be covered entirely by the Guest.
Online credit card authorization is provided by WSpay™ system.
Data transfer is secured by using SSL (Secure Socket Layer) protocol
with 256 bit instant SSL pro data encryption.
All advance payments by credit cards will be effected in Croatian
currency. The amount your credit card account will be charged for is
obtained through the conversion of the price in Euro.
When charging your credit card, the same amount is converted
into your local currency according to the exchange rate of credit
card associations. As a result of this conversion there is a
possibility of a slight difference from the original price stated in
our web site.
If we do not receive the advance as booking confirmation within
above stated time limit, the booking is considered to be non
valid. 
After the advance is paid, ESTEE Travel Agency will
send to the guest advance receipt with all the details
considering the service and instructions for how to reach us.
While booking, a guest is due to give all the information that
booking procedure requires. All the files are kept under the
name of the person whos name is first stated in booking form (holder
of booking). Holder of booking is responsible for all the
payments (advance and the rest of the costs).
When you arrive to Your destination, unless agreed otherwise, you
must first register in ESTEE Travel Agency agency and show Your
booking confirmation document – voucher and valid documents
(identity cards or passports) of all persons in the group.
Check-in  is from 14:00 and check out until 10:00. For some
accommodation check in is from 16:00 which is indicated in the
voucher.
Our opening hours in the high season (1.6. - 15.9.) are
8:00 - 20:00 every day. Out of high season (until 1.6. and from
15.9.) our opening hours are from 8:00 - 15:00 from monday to friday.
For arrivals outside of opening hours, prior arrangements must be
made before check-in.
PRICE OF ACCOMMODATION
The price of accommodation includes the basic service as described
in the booked accommodation unit. Properties are let fully furnished
and equipped in accordance with the category standard. The price for
all properties includes linen, electricity, hot and cold water and
final cleaning.
Special services are those not included in the price of
accommodation (for example pets); therefore the customer pays for
them separately. These services must be requested at the time of
booking.
In some apartments the air conditioning is included in
the price and in some apartments there  is a daily extra charge
for the air conditioning  - this is clearly stated in the
accommodation description. Pets are not allowed in all accommodation
units. Number and kind of pets must be agreed prior to acceptance of
booking.
The accommodation prices are listed in Croatian currency -
Euro, in accordance with Croatian laws and the price in Euro is
considered the contracted price. The remaining amount of the
accommodation (minus the advance already paid) is to be paid in
Euro during the stay.
Should the number of people for the reserved accommodation unit
exceed the number indicated on the travel documents (voucher), the
service provider has the right to withhold services for unannounced
guests or allow all guests and request additional payment for
unannounced guests on the spot.
The property owner is not obligated to provide accommodation
beyond a period stated on the voucher. But if it`s possible it can
be done. In that case the payment for additional time is requested.
The property owner is not obligated to provide services that are not
stated in the voucher.
The existing Law regulations prescribe that every guest must pay
daily residence tax along with the accommodation bill. The final
amount of the residence tax for a specific reservation is determined
by the number and age of persons as well as the period of booking.
The
reservation calculation will include the amount required for
residence tax or there will be a note that the residence tax is
already included in the price.
The guests pay the registration fee 20.00KN (3 Eur per person -
only one time, NOT daily) along with the payment for the
accommodation.
For the stay of 1, 2 or 3 nights the price is 30 % higher.
If you are intending to organize a private function (e.g. party,
wedding, cocktail party) at the property, you must seek prior
permission. You might have to pay additional charges at the property
owner's discretion.
Travel insurance is not included in the
price.
THE GUEST`S RIGHT TO CHANGES AND CANCELLATIONS
In the event that the Guest wishes to change or cancel a
reservation, he/she must do so in writing (by e-mail, fax or letter).
Changes can refer to the number of people or the names of the Guests,
the date of the arrival /departure and must be made no later than 
15 days prior to the beginning date of the service in question. 
If a reservation change is not possible and the Guest gives up the
confirmed reservation, the cancellation terms listed below apply.
For fixed confirmed reservations for accommodation units, the
date on which the written cancellation is received represents
the basis of the calculation of costs as follows:
*for a cancelled reservation up to 60 days prior to the beginning date of
the service free of charge cancellation of the reservation
*for a cancelled reservation 59-15 days prior to the beginning of the
service -30% of the total amount of the reservation 
*for a cancelled reservation 14-07 days prior to the beginning of the
service - 50% of the total amount of the reservation
*for a cancelled reservation 07 do 2 days prior to the beginning of the
service - 70% of the total amount of the reservation
*for a cancelled reservation 1 day prior to the beginning of the service,
during the reservation or failure of the Guest to show up at the
reserved accommodation unit - 100% of the total amount of the
reservation.

EXCEPTION - COVID PANDEMIC
In case the arrival is not possible because the borders are closed or quarantine is mandatory,
ESTEE Travel Agency will issue the guest a voucher with the amount of the advance payment
that can be used for the next stay.

THE AGENCY'S RIGHT TO CHANGES AND CANCELLATIONS
The Agency reserves the right to make changes regarding reservations
in the event of circumstances which cannot be predicted,
avoided or removed. A reserved accommodation unit can only be
switched with prior notification by the Guest for an accommodation
unit in the same category or in a higher category at the price at
which the Guest confirmed the reservation. If the replacement
accommodation is only possible in a unit in a higher category where
the price is 15% more than the price of the paid reservation, the
Agency reserves the right to charge the Guest the difference and is
required to consult with the Guest.
In a very unlikely event that the Agency must make alterations and
cancellations, 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.
In cases where substitute accommodation for paid accommodation is not available,
ESTEE Travel Agency reserves the right to cancel the reservation upon prior
customer notification and guarantees the refund of the complete paid
amount and shall be under no other liability.   
OBLIGATIONS OF THE AGENCY
The Agency is responsible for providing services as well as
selecting the service provider while respecting the rights and
interests of the Guests in accordance with the traditions of the
tourism industry. The Agency will fulfill all the above mentioned
obligations as described except in circumstances beyond its control.
OBLIGATIONS OF THE GUEST
The Guest is obligated to: have valid travel documentation,
respect and abide by all customs and foreign exchange regulations of
the destination country  as well as of other countries through
which he/she passes or resides. The guests must agree to abide by
house rules of the accommodation as well as cooperate with the
service providers in a well-intention-ed manner. The Guest must
inquire whether or not a visa is required for the destination country
as well as for countries through which he/she passes or resides. If
the Guest does not follow these regulations, he/she will be held
responsible for any expenses or damages.
You must keep the
property and all furniture, fittings, effects, facilities, equipment
and grounds in the same state of repair and condition as at the
beginning of your holiday. Final cleaning is included in the price,
unless stated otherwise, however you are expected to keep
the reasonable state of cleanliness and in the same general order in
which it was found. You will be responsible for any breakages, loss
or damage to the property. The property owner reserves the right to
charge you for any extra cleaning and to claim compensation for
damages.
SECURITY AND VALUABLES
ESTEE Travel Agency agency is not liable neither for any loss,
ruined or damaged baggage or it's theft. Any valuables left at the
property are left at your own risk. Neither the Agency nor the
property owner is responsible for their loss. No refund can be given
should you decide to vacate the property as a consequence of a
burglary. Lost belongings or theft should be reported to the property
owner and to the local police station.
Neither the Agency nor
the property owner shall be responsible for the death of, or personal
injury or illness of any member of a booking party, or of any other
person at the property.
We shall not be liable for any loss or
delay due to any cause beyond our reasonable control including though
not limited to acts of God, explosion, tempest, fire or accidents,
natural disasters, war or threat of war, civil disturbances, acts,
restrictions, regulations, laws or measures of any kind on the part
of the government or local authority, strikes, lock-outs or other
industrial actions or disputes. Also, natural calamities and further
other circumstances such as extraordinary weather conditions, death
of the owner, divorce of the owner, in which complete or partial
compliance with the agreement cannot be demanded to reasonableness
and fairness from us, we shall be entitled to treat the rent contract
as discharged.
ESTEE Travel Agency cannot be held responsible
for any damage or loss weather of the Guest nor of the property
owner.
OBJECTION RESOLVING
If you have a problem whilst at your booked accommodation, please
bring it to our attention, so that we have an opportunity to put it
right at the time. Failure to alert us of any problem whilst you are
in the accommodation will lead to a rejection of any later complaint.
You are obliged to cooperate with the Agency and the property owner
in good will to renounce the source of complaint. If possible, the
agency is obliged to offer alternative accommodation that fits the
type of the reserved one if the problem in question cannot be put
right at the time. Only complaints that are dealt with during the
stay and those whose cause of problem could not be repaired will be
considered valid and the maximum amount of refund can reach only the
amount of paid deposit and cannot span to already consumed services
nor to the total costs. If alternative solution that fits the paid
service is refused at the spot, later claims will not be accepted nor
answered. Amendment to the ideal reparations is not possible and
later complaints are not accepted.
The Agency cannot be held responsible for climate conditions,
cleanliness, and the temperature of the sea, or crowds, as well as
similar situations and events which can result in the dissatisfaction
of guests and are not a direct result of the accommodation unit
quality.
COMPETENCE OF COURT
The Guest and the Agency
will aim to resolve all possible objections and if an agreement
cannot be reached authority in charge is the court in Krk under the
authority of the laws of the Republic of Croatia.