Headquarters: Vinkuran, Štrped 13, 52203 Medulin, Hrvatska
Office: Premantura, brig 35, 52203 Medulin, Hrvatska
Tel: 00385 98 656 296
Fax: 00385 52 522 950
The competent authority for official supervision of the activities of tourist agencies and the provision of services in tourism:
Ministry of Tourism
Independent Sector of Tourism Inspection
Trg Republike Hrvatske 8 / I
10 000 Zagreb
TERMS AND CONDITIONS |
Here You will find our General Terms and conditions regarding the booking of private accommodation. In case You don't find an answer to Your questions, please contact us by e-mail or telephone. |
NOTICE ON FILING CONSUMER COMPLAINTS
In accordance with Art. 6, paragraph 1 item 3, of the Croatian Law
on providing tourism services (NN 130/17) - we would like to inform
our customers that a complaint on the quality of the purchased product or service provided may be submitted in writing in our office, whereby we will, without delay, acknowledge the receipt of the complaint in writing.
You may also write a complaint letter to the the head office: MIP d.o.o.
Štrped 13, Vinkuran, 52203 Medulin, Croatia
send it by by e-mail to info@premanturaa.hr
With your complaint, please provide your first and last name and address
so that we can provide you with a written response to your complaint
within a maximum of 15 days, and thus improve our quality and service.
General conditions
Tourist agency MIP d.o.o. (hereinafter asTourist Agency), provides accommodation by making reservations on behalf of the owner and for his account and also provides mediation in excursions. Tourist agency MIP d.o.o. is managed by: Pavle Uravić, director
Notice on filing consumer complaints
In accordance with Art. 6, paragraph 1 item 3, of the Croatian Law on providing tourism services (NN 130/17) We would like to inform our customers that a complaint on the quality of the purchased product or service provided may be submitted in writing in our office, whereby we will, without delay, acknowledge the receipt of the complaint in writing. You may also write a complaint letter to the address of the head office:
MIP d.o.o.
Štrped 13,
Vinkuran, 52203 Medulin
Or by e-mail to
With your complaint, please provide your first and last name and address so that we can provide you with a written response to your complaint within a maximum of 15 days, and thus improve our quality and service. The competent authority for official supervision of the activities of tourist agencies and the provision of services in tourism:
Ministry of Tourism
Independent Sector of Tourism Inspection
Trg Republike Hrvatske 8 / I
10 000 Zagreb
Tourist Agency MIP d.o.o. (in further text Tourist Agency) undertakes to provide the guests (visitors) with the accommodation services in accordance with the published information, description and prices, conformably with the reservation confirmed, This obligation shall not apply in cases of exceptional circumstances (force majeure such as natural disasters, death or illness of the service providers, war, unrests, strikes and the likes).
By effecting payment for one or more accommodation units offered by the Tourist Agency, guest establishes a legal relation with the Agency thus confirming his acceptance of the general conditions handed over to him on that occasion or are published on the Tourist Agency`s web site.
All terms and conditions laid down in the offer constitute a legal obligation for both, the guest and Tourist Agency.
Booking inquiries for accommodation are sent electronically or personaly at the agency.Reservation is possible only by paying the reservation amount while the rest of the amount the guest paid directly to the agency on the day of the arrival.
Upon receiving inquiry for a specific accommodation, the Agency shall send to theguest a corresponding offer. After confirming his acceptance of the offer received, theguest shall be sent a confirmation note of reservation, on the basis of which he is tomake an advance payment (bank transfer). Based on the advance payment, the guest will be given a booking confirmation/voucher containing all necessary data on the accommodation booked. When making registration, it is the guest’s duty to furnish all necessary data and pieces of document as asked for in the corresponding booking form.
Advance payment
The advance payment is an obligation that should be complied with, unless otherwiserequired, immediately after receiving reservation. Failing that, the reservation shall bedeemed as cancelled.The name of the person for whom the reservation has been made, number of the reservation and name of the respective accommodation facility should be stated when effecting the advance payment.
The sum to be paid in advance amounts to 20-30% of the total amount, depending on the service chosen and the time the service shall be provided.
Payment of the remaining sum
The remaining sum is paid opon arrival, in our office in Premantura, in cash.
The accommodation price comprises the service basic price as specified for the lodging unit in the reservation. Extra services are the services which are not included in the lodging unit price. No extra service shall be available unless notified in advance when making reservation, required at thedestination itself, included in description of the lodging facility or specified under “as agreed, other terms and conditions, important and the likes”. Such extra services are payable in accordance with the Tourist Agency’s price list.
Lodging unit tariffs are released in kuna and/or eur. All tariffs are applicable to the stays longer thanthree overnights. For the visits shorter than four overnights, the price shall be increased by 30% unless otherwise e agreed in a specific offer based on the guest’s request.
Should the price of a specific lodging unit be changed by the service provider before the advance payment has been made, the Tourist Agency undertakes to inform the guest immediately and send him a new offer with amended prices. As to the guests with the advance payment already made, the Tourist Agency guarantees for the remaining amount to be settled conformably with the offer serving as a basis for the reservation.
Should the number of visitors showing up for lodging exceed the number stated in the voucher/booking confirmation, the Tourist Agency shall have the right to either refuse to grant the lodging to such unannounced visitors or receive them all providing the additional payment is made if the accommodation is registrated for a bigger number of persons.
Pursuant to the Regulations on the local tourist tax in force in the Republic of Croatia ( in further text RH), the quest/citizen who, in tourist destinations other than his permanent residence, makes use of overnight services in a licensed tourist lodging facility, is subject to local tourist tax payment.
The amount of such tourist tax depends on the destination place (within the Croatian territory) and duration of visit. The tax is payable in accordance with these general conditions and at the same time with the payment of lodging services.
Following accommodation units are offered: rooms and apartments in households (private accommodation), hotels, villas, country tourism and tourist complexes. These facilities are described in accordance with the official categorization made available by the Ministry of Tourism of the Republic of Croatia and County Board of Tourism and upon examination of the accommodation facilities effected by the Tourist Agency’s official persons.
The standards of lodging, boarding and other services are different, depending on the tourist
destinations and countries, and bear no comparison.
submit a written complaint along with supporting documents as well as any photographs to support the complaint to the agency by e-mail at info@premantura.hr or by post mail no later than 8 days following the return of the Traveller from his/her trip. The Agency shall only take into considerationfully documented complaints which are received within the 8-day deadline.
The agency is obligated to make a written solution to the complaint within 14 days of receipt of the written complaint. The agency can postpone the deadline in order to collect the evidence and check the claim quotes with the service provider but not for more than 14 days. The agency will take into consideration only those claims whose cause could not be resolved on the spot.
Until a decision has been made by the Agency, in other words for the duration of the 14/28 days after the complaint has been filed, the Traveller relinquishes the right to involve a third party, the arbitration of the UHPA or other institutions, publicly disclosing information as well as filing suit. The highest amount of compensation per complaint can amount to the complaint portion of the service and cannot encompass the used portion of the service or the total amount of the service. Thelaw of tourism excludes the Traveller's right to be compensated for ideal damages.
The Agency cannot be held responsible for climate conditions, cleanliness, and the temperature of the sea, nor for other similar situations and events which can result in the dissatisfaction of travellers and are not a direct result of the accommodation unit (for example, bad weather, improperly maintained beaches, crowds, lost or stolen property and such).
13 PRIVACY CLAUSE
Every piece of information concerning the quest shall be kept in strict confidence by the Tourist Agency. In exception of the cases legally regulated, no data about the guest such as his address, place and time of traveling, sojourn, amounts paid or the names of his fellow-travellers shall be revealed by the Agency.
Unless ordered to do so by the law or by decision of the competent authority, no personal data will be given by the Tourist Agency to any third person without a previous explicit and written approval of the guest
In case of possible disputes arising beetween them, the Tourist Agency and the guest shall try to settle it by mutual agreement. If this will not be possible, the case shall be referred to the Court in Pula and the Croation law shall be applied.
It is understood that the guests, when paying reservation and obtaining the Tourist Agency’s
confirmation note, is fully acquainted with the general conditions for the provision of the accommodation services and that these are accepted by him. Therefore, everything laid down in these General Conditions becomes a legal obligation for the guest and Tourist Agency alike.
The Tourist Agency reserves the right to modify these General Conditions. However, such
modification shall have no effect on the reservations already realized and paid.