General terms of provision of accommodation services
Access to the Gaveia d.o.o. websites (www.adriacamps.com, www.meinmobilheim.de, www.my-mobilehome.com) is subject to the terms and conditions quoted below. Any use of the Gaveia d.o.o. website following uploading and carrying out the booking of accommodation will be considered as agreement to the following legal terms.
1. Content of General terms of provision of accommodation services
The General terms of provision of accommodation services form an integral part pf the contract between the company Gaveia d.o.o., as a travel agency and a guest who accepts a selected tourist service. All that is quoted in the General terms represents a legal basis for both the guest and the company Gaveia d.o.o. The General terms are posted on the Gaveia d.o.o. company Internet website. The company Gaveia d.o.o. provides the service of camping accommodation in Croatia exclusively as an intermediary. All information, data and photographs related to the accommodation facilities Gaveia d.o.o. has collected from the end service provider. Although all the information has been checked by Gaveia d.o.o. staff, Gaveia d.o.o. does not accept liability for any errors, omissions or delays in updating of that or any other website parts.
2. Categorisation and service description
The accommodation units offered are described according to the official categorisation of the local tourist organisation at the time of issue of the permit for work, except that Gaveia d.o.o., wishing to facilitate the search (exclusively of pitches), has introduced its own three main categories. Information which guests obtain at other selling points do not oblige the company Gaveia d.o.o. any more than the information posted on our website, catalogue or other printed agency materials. The company Gaveia d.o.o. is not in a position to confirm the availability of a specific pitch, mobile home or glamping tent, but will do its best to meet any additional request for accommodation. When booking, it is necessary to enter a comment with your specific wishes, which will then be forwarded to the campsite reception for consideration.
3. Accommodation price
The service prices are shown with each accommodation unit and include the services which are described alongside the unit from the reservation. Special services are services provided by the accommodation unit, but they are not included in the price; guests will, therefore, charged extra for them, as a separate service. Should you ask for special services when checking in, they will be added to the price of the accommodation service and entered in the total calculation.
Accommodation unit prices are quoted in euros and will be calculated in kunas according to the Croatian National Bank middle rate at the time of final payment. If paying using a credit card, it will be charged in kunas. The guest’s bank will thereafter convert the amount into the guest’s domestic account currency. Depending on the guest’s bank rates, it may occur that the total amount is different (higher) to the stated amount. The company Gaveia d.o.o. reserves the right to change the posted prices in the event of a change in accommodation prices by the service provider.
4. Making a booking
It is possible to make a booking for the desired accommodation on the Gaveia d.o.o. company website and that exclusively for the campsites which have an implemented online booking service. In that case, the guest accepts the terms of booking and the cancellation policy set by the service provider – the campsite. For other service providers who do not have the possibility of online booking, enquiries for accommodation booking can be electronically addressed to the contact mail address of the Gaveia d.o.o. booking centre, by phone, calling the Gaveia d.o.o. booking centre, or by filling in the relevant form, available on the Gaveia d.o.o. company website. When booking campsites which do not have an implemented online booking system, you agree to the company Gaveia d.o.o.’s terms of booking and cancellation policy. When making a booking, guests are required to provide accurate data, both for them and all other persons in their company, requested by the booking centre or by the online booking system. Once the booking has been made, guests confirm having been acquainted with these General terms of provision of accommodation services, which they have previously read carefully, studied and they accept them in their entirety. Thus everything stated in these General terms becomes legally binding both for the guests and the agency. The agency places at the contractor’s disposal corresponding promotional material or programmes in either printed or electronic form, provides him/her with all relevant information related to the service, as well as providing him/her or drawing his/her attention to the General terms, which form an integral part of this Contract. The company Gaveia d.o.o. does not take responsibility for the truthfulness of the data provided by guests on booking requests. In the event of data untruthfulness, the company Gaveia d.o.o. reserves the right to change the prices and charge the difference in price on the spot.
5. Booking confirmation and payment
Booking of campsite with implemented online system
In the case of booking of accommodation units at a campsite which has an implemented online booking system, the guest accepts the terms of booking and the cancellation policy set by the service provider – the campsite. On the booking confirmation which guests receive, the methods of payment and exact amounts of deposit are shown, as well as possibilities for cancellation and changes to the booking.
Statement on using WSPay
Gaveia d.o.o. uses WSPay for online payments. WSPay is a secure online payment system, real-time payments, credit and debit cards, and other payment methods. Thanks to the PCI DSS Compliance, the WSPay ensures secure enrollment and transfer of the card data between the customer and the merchant. WSPay uses 256-bit encryption SSL certificate and TLS 1.2 cryptographic protocol as the highest degree of data protection and data security.
When purchasing services through the means of distant communication, by dictating credit card number, it is considered that the guest accepts, in their entirety, these General terms for providing accommodation services. Following receipt of the total booking amount for the selected accommodation unit, a voucher will be forwarded to the guest, stating exactly the agreed and paid for services. The said voucher serves as proof of the accommodation unit booking. By paying the total amount for their booking, guests confirm that they are fully acquainted with all the characteristics and terms under which a specific accommodation unit has been offered to them. By paying for their booking, guests confirm that they accept the General terms for providing accommodation services. By receiving a booking confirmation for the booked accommodation unit, all that is stated therein in itself becomes legally binding for both the guests and the company Gaveia d.o.o.
Booking of campsite without implemented online system (on request)
Following confirmation by the agent, the company Gaveia d.o.o., the booking becomes valid upon payment by the guests and no other verbal or written confirmation is thereafter deemed as a valid booking. It is required that a deposit in the amount of 30% of the total price is paid and that the balance is paid 31 days prior to the commencement of the service consumption, at the latest. If the period between booking and the date of the guest’s arrival is 31 days or less, they are obliged to pay 100% of the price of accommodation service in accordance with the approved request. It is possible to make payment to the foreign currency or giro account of the company Gaveia d.o.o. or by online payment by credit card. When purchasing services through the means of distant communication, by dictating your credit card number, it is considered that the guest accepts, in their entirety, these General terms of provision of accommodation services. Following receipt of the total amount for the selected service, a voucher will be forwarded to the guest, stating exactly the agreed and paid for services. The said voucher serves as proof of the service booking. Guests are obliged to hand over the voucher upon arrival at the campsite and, on the grounds of the voucher, they will receive the services booked. If more persons come to the booked accommodation than stated on the travel documents (voucher), the service provider reserves the right to deny accommodation to unannounced guests or to accept such guests at an extra charge on the spot. By paying for their booking, guests confirm that they are fully acquainted with all the characteristics and terms under which a specific accommodation unit has been offered to them. By paying for their booking, guests confirm that they accept the general terms of provision of accommodation services. By paying for the booked services, all that is stated therein in itself becomes legally binding for both the guests and the company Gaveia d.o.o.
Accommodation unit prices are quoted in euros and will be calculated in kunas according to the Croatian National Bank middle rate on the date of final payment. If paying using a credit card, it will be charged in kunas. The guest’s bank will thereafter convert the amount into the guest’s domestic account currency. Depending on the guest’s bank rates, it may occur that the total amount is different (higher) than the stated amount.
6. Company Gaveia d.o.o.’s right to changes and cancellation
The company Gaveia d.o.o. is obliged to ensure accommodation to guests in the booked accommodation units, at the booked period, apart from in exceptional circumstances beyond its control (war, riots, strikes, terrorist actions, sanitary disruptions, adverse weather conditions, local authority restrictions and similar). The company Gaveia d.o.o. can suggest changes to the booked accommodation or to fully or partly cancel booked capacities if prior to, or during the holiday period, exceptional circumstance beyond its control should occur and which cannot be avoided or removed. If such circumstances occurred at the time of programme posting and sale, the company Gaveia d.o.o. would, justifiably, not post it or receive enquiries or confirmations of booking of the said accommodation units. Should guests pay the full amount for bookings which the company Gaveia d.o.o. cannot fulfil (online or due to incorrect offer), guests will be offered an alternative. If the company Gaveia d.o.o. is able to offer guests an alternative, the change of the booked accommodation can be carried out only with the guests’ approval. The offered alternative must be of the same or higher quality as the booked accommodation. In the event that a guest accepts the alternative offered and if it is more expensive, he/she is obliged to pay the difference. If the alternative is less expensive, Gaveia d.o.o. will reimburse the guest with the difference in price. The company Gaveia d.o.o. is obliged to advise all guests who have confirmed their arrival by paying for the booked services of any change in the booking or cancellation, immediately following the occurrence of exceptional circumstances beyond its control and, failing to find an alternative accommodation, reimburse them the amounts paid, reduced by agency administrative costs.
7. Guests’ right of travel change and cancellation
Changes to bookings made via online booking system (campsites with an implemented online system)
At campsites which have an implemented online system, it is possible to make all changes in accommodation unit booking online. The instructions on how to change or cancel the booking made can be found in the booking confirmation, forwarded to guests by the campsite.
Changes to bookings made via enquiry (campsites without an implemented online system)
Should the guest wish to change or cancel his/her booking made according to his/her request, this must be made in writing (email, mail or fax). A change includes change in the number of persons or the date of the start and/or end of service consumption 30 days prior to the commencement of service consumption at the latest. In the event that a change of booking is not possible and if a guest should, as a result, withdraw the confirmed booking, the below listed cancellation terms and conditions will be applicable. A change of the accommodation unit and any change within 30 days prior to the commencement of the booking, as well as in the course of booking consumption, will be considered as booking cancellation. In the event of cancellation of a fixed and confirmed accommodation booking, the date of receipt of the written cancellation represents the grounds for the calculation of the cancellation costs, as follows:
- 30% of total booking price (deposit) will be charged for booking cancellations less than 30 days prior to the commencement of service consumption
- The full booking amount (the amount paid) will be charged for booking cancellations less than 29 days prior to the commencement of service consumption
The above quoted booking cancellation terms are applicable exclusively for booking of campsites which do not have an implemented online booking system, confirmed electronically or by phone and through enquiries on the Gaveia d.o.o. Internet website.
If a guest fails to reach the booked accommodation unit by midnight on the date of the commencement of the service and did not previously advise either the agency or the service provider, the booking will be considered as cancelled and the cancellation fees will be calculated as quoted above. In the event that the actual cancellation costs surpass the above costs, the agency reserves the right to charge for the actual costs. The agency will not compensate guests for costs incurred for procurement of travel documents or visas, related to the booking which the guest is cancelling. In the event of no-show without previous booking cancellation, the full booking amount will be charged.
7. Traveller’s obligations
A guest is obliged to:
- hold valid travel documents. Bear any cost of document loss or theft during the journey
- respect the Republic of Croatia customs and foreign currency regulations, as well as of those countries in which a guest stays in the course of his/her journey
- observe the house rules in the rented accommodation unit, as well as cooperate with the service providers in good faith
- upon arrival in the rented accommodation unit, present the service provider with confirmation or a voucher with the exact stated number of persons and type of services which have to be rendered to him/her.
Should guests fail to observe the above obligations, they will bear the costs, and will be held responsible, for the damage caused. Upon confirmation of the booking, guests are obliged to, should they cause any damage, compensate the service provider for any damage caused on the spot.
8. Resolving complaints
Each guest – holder of the agency-guest Contract – has the right to complain in the event of unfulfilled contractual service. In the event that the services from the offer are provided in a poor quality manner, guests may request proportional compensation in the manner that they submit a written complaint. Each guest has the right to complain about an undelivered paid service. Each guest – holder of the confirmed booking – submits his/her complaint individually. Guests are obliged to, on the date of their arrival, immediately report inadequate service to the service provider’s representative and also to advise the company Gaveia d.o.o. or its authorised representative. First of all, guests are obliged to inform the service provider and, together with them, attempt to find a satisfactory solution. Guests are obliged to cooperate with service providers and the agency in good faith in order to remove the causes of complaints. If guests accept the solution offered for their complaints on the spot, which corresponds to the paid service, it will no longer be binding for the agency to subsequently accept any related complaint. If, even after the intervention on the spot, the problem has not been resolved, guests are obliged to, within 8 days from their return from the holiday, send to the agency by email or mail, to its postal address, a written complaint, together with accompanying documentation and photographs which support the basis for the complaint. The agency will consider only fully documented complaints, received within 8 days from the end of booking. During the course of the procedure and altogether during the period between 14 and 28 days respectively following the submission of the complaint, guests irrevocably relinquish the right to mediation by any other person, the Association of Croatian Travel Agencies or any other institution arbitration, as well as releasing information to the media. Equally, during the aforesaid period, guests waive the right to any legal redress. The maximum compensation for each complaint may amount to the cost of the part of the service which have complained about and cannot include already consumed services, or the full service amount. Hereby the guests’ rights to be fully compensated for the entire amount of the services provided are excluded. The agency cannot be held liable for possible climatic conditions, cleanliness or temperature of the sea in destinations, or any other similar circumstances and occurrences which may make guests dissatisfied and which are not directly related to the quality of the booked accommodation units (for example, adverse weather conditions, poor beach, too great a distance between the accommodation and the public beaches, traffic congestion, theft or damage to guests’ property and similar). The company Gaveia d.o.o. does not accept complaints related to bookings at specially discounted prices, so-called last minute deals. The guests and the agency will attempt to solve any disputes emanating from this Contract amicably, failing which the matter will be taken for consideration before the Municipal Court in Pula, with the application of the Croatian law currently in force.