Viator Travel agency offers the services of mediation and booking on
behalf of the provider of services and to their benefit and in this way provides
accommodation for guests in accordance with the information found on the web
pages of www.dubrovnikviator.com, except in the state of emergency and due to
unexpected circumstances.
Viator Travel tries to be as specific as possible when describing their
suites. However, it still cannot always be 100% sure that the description
corresponds to the real situation, because, in the meantime, the owner could
upgrade the standard of the suites, which, in turn, creates a discrepancy
between the described and the photographed situation, with regard to the real
situation.
By paying for one or more accommodation units from our program, you
assume a legal obligation towards us and you confirm that you agree with the
general conditions of providing accommodation services in hotels as well as in
private accommodation owned by private persons, which are here presented to
you. All the items from the tour package present a legal obligation both for
the guest and the agency. These conditions are the basis for resolving any
possible disputes that may occur between us, therefore please be sure to read
them.
Reservations can be made by sending an e-mail, fax message or by coming
to one of our offices or the offices of our partner-agencies, which are authorized
to sell the accommodations we offer. When making a reservation the guest has to
supply all the information required.
After receiving a confirmation of the booking, we will send you a
requisition form for making the advance payment. To make the reservation valid
it is necessary to make the minimum advance payment in the amount of 30% of the
full price. After the receipt of the advance payment, you will receive a credit
voucher containing all the necessary information about the reservation.
For accommodation in a hotel and tours you have to pay the remaining
part of the total sum at least 21 days before the service is required. On
receipt of the entire amount the agency will mail you the original Voucher to
your address. You should hand in this Voucher directly at the reception desk of
the hotel.
For apartments and rooms in private accommodation the price difference
between the advance and the total sum can be paid at least 7 days before using
the service.
In order to confirm the reservation a guest should make an advance
payment. The minimum percentage of the advance is 30% or more depending on
different offers. By paying for the reservation the guest confirms that he/she
is completely aware of all the facts and conditions under which a particular
accommodation unit is offered. The act of paying the reservation turns all the
conditions presented here into a legal obligation both for the guest and the
agency.
The prices include:
For hotels: half-board or
bed-and-breakfast, as well as other services described separately for every
hotel.
For suites in private
accommodation: daily renting of accommodation units, beddings, towels,
tablecloths and dish cloths, a fully equipped kitchen (except in case the use
of the kitchen is not included in the package) with dishes and cutlery, water,
electricity and gas consumption as well as the cleaning service at the end of
your stay.
For tour packages: services as described separately for each tour.
Tourist tax is not included in the price and it is charged separately
per person and per day and its amount depends on the age of the visitor, season
and destination.
Optional services are services
provided by the agency and they are not included in the offer of the rented
accommodation unit. They are paid directly to the agency in the national
currency of the country in which the service is provided.
The prices of accommodations are in euro terms.
All listed prices refer to the sojourn longer than 3 spent nights.
A stay shorter than seven overnights must be in agreement with the
agency. If the stay is shorter than 3 overnights the respective prices are
increased by 30%.
The accommodation units offered: hotels, suites and rooms in private
accommodation are described according to the official categorization of the
national Ministry of Tourism and the County Tourist Bureau in the time the
operating permit was issued and upon examination of the real state of the
accommodations by the agency employees when classifying the building. The
standards of accommodation, catering, services etc. in different places and
countries are different and cannot be compared. Information obtained on the
sales outlet does not commit the agency more than the information found on our
web site. The agency commits to provide the corresponding dishes in kitchens
and the cutlery according to the number of guests in suites in private
accommodation. Every guest should find clean and tidy accommodation units and
there will be clean sheets and towels waiting for all guests. For guests
staying more than one week, the service of changing sheets, towels and dish
cloths will be provided once a week. On the day of arrival in hotels and suites
in private accommodation guests will be able to use the aforesaid
accommodations after 1:00 p.m. and on the day of departure they should leave
the accommodation unit before 10:00 a.m. The provider of services should
prepare the accommodation unit for the arrival of new guests in 4-hours time.
The key of rented accommodation units is returned in the agency or in the
accommodation unit itself.
In the case the guest is leaving the apartment after 2 pm, he is
obligated to pay rent for the current day.
If a guest wants to cancel the services booked, this should be done in a
written form (e-mail, fax or mail). The date when the agency received a written
notice of cancellation is the basis for making the bill of cancellation costs
in the following way:
For cancellation earlier than 29 days before the use of the service
rented for the purpose of handling charges and operating expenses the agency
charges 10% of the total sum of the accommodation rented. The rest of the sum
is returned to the guest at the expense of the recipient.
For cancellation from 28 to 22 days before the use of the rented
service, the agency charges 30% of the total price of the accommodation rented.
The rest of the sum is returned to the guest at the expense of the recipient.
For cancellation from 21 to 7 days before the use of the rented service,
the agency charges 60% of the total price of the accommodation rented. The rest
of the sum is returned to the guess at the expense of the recipient.
For cancellation from 7 to 0 days before the use of the rented service,
the agency charges 100% of the total price of the accommodation rented.
If a guest does not show up at the destination or cancels the tour
package after the period of its use has already begun, the agency charges the
entire price of the tour package. If the expenses were really bigger than the
afore-said, the agency holds the right to charge those real expenses.
A guest has to:
The agency does not accept liability for damaged or lost luggage nor for
the theft of luggage or valuables in the accommodation unit. A guest reports
the damage or loss of luggage to the local police station.
Our prices do not include travel insurance for the time of traveling nor
for the entire period of time spent in the accommodation unit. We recommend you
to get travel insurance in an insurance company in your country.
Every guest - contractor has a right to complain in case of failure to
provide the service contracted. If the rented services are only partially or
unsatisfactorily executed, a guest may ask for proportional compensation by
submitting a written complaint.
Complaints on hotel services:
a guest makes a complaint at the reception desk
to the chief of the reception. If the cause for the complaint is not resolved,
the guest has to inform the agency, whose representative will, in cooperation
with the hotel in question, try to resolve the problem. In case the conflict is
not resolved even with the help of the agency, the guest has to submit a written
complaint and ask the chief receptionist or the hotel manager to sign it. The
guest has to forward the copy of the complaint to the agency within 8 days
after the use of the service. The agency takes it upon itself to answer the
guest within 15 days upon the receipt of the complaint and to pay the damages
if we ascertain that the cause of the complaint is the fault of the agency or
the provider of services.
Complaints on services
provided in suites in private accommodation:
The contracting party makes a complaint on behalf of all the guests who
are staying in the same accommodation unit.
The procedure for making a
complaint:
If upon arrival at the destination a guest is not satisfied with the
state in which he/she found the accommodations, he or she has to inform the
agency, i.e. the authorized agency representative of the cause of his/her
discontent immediately upon arrival. The guest has to cooperate in good faith
both with the representative of the agency and with the provider of services in
order to resolve the complaint. If a guest is not satisfied with the state of
accommodations on the spot and leaves the building finding new accommodation on
his/her own, without giving the agency an opportunity to resolve the cause of
his discontent or to find compensation accommodation, this guest cannot ask for
a refund nor make a claim for compensation, notwithstanding the fact that his
reasons might be justified. In case of complaint and request for help, that is
for arbitration of the agency, upon receipt of the complaint, the agency has 8
hours to resolve the situation at issue. The period between 10 p.m. and 8 a.m.
does not count. If the cause of discontent is valid, the resolution of problems
that led to it will be considered as the proper solution to the situation. In
case those valid causes of discontent cannot be resolved, the agency is obliged
to find compensation accommodation for guests. Compensation accommodation is
the accommodation of the same or better quality offered in the region and/or location
of the original accommodation. If the guest accepts the accommodation, he or
she accepts the final solution to the situation at issue. The agency cannot
offer a guest services of inferior value in relation
to those already paid for. In case a guest does not accept one of at least 2
alternatives of the same or better quality, which are offered to him/her, the
parties will sign a refund agreement. Under this agreement the agency can
refund the guest the maximum amount of 50% of the sum he paid. The parties
mutually sign two copies of the refund agreement and in that case the guest
renounces the right to subsequent claims for compensation, as well as the right
to inform the media. This agreement rules out the guest's right to
consequential damage. The guest can keep one copy of this document. If the
guest on the spot refuses to accept compensation accommodation or refund
agreement that is equivalent to the service that is booked and paid for, the
agency will not recognize subsequent complaints nor will it consider it
necessary to respond to it.
By paying for the reservation the guest entirely accepts the program and
the conditions of providing services both in hotels and suites in private
accommodation owned by physical or legal persons that are written here.
The traveler shall provide personal information voluntarily. The
traveler's personal information is necessary in order to carry out the travel
plan, and it shall be used for further communication. Viator Travel shall not
use the traveler's personal information out of the country for any purpose
other than carrying out the travel program.