General terms and conditions

By confirming the reservation the traveller also confirms that he has previously carefully studied this General Terms and Conditions and that he fully accepts them.

Thus, everything stated in the General Terms becomes legally binding both for the traveller and Numero Uno agency.

To confirm the reservation the traveller pays 30% of the costs of the travel arrangement. The remaining portion of the total cost of the travel arrangement shall be paid on the day of the arrival in Numero Uno tourist agency.

Payment options are: bank transfer and cash payment

When booking the traveller is required to provide personal information necessary in the booking procedure.

 

SERVICE PRICE

The price list for accommodation and services is published on the website. The price of accommodation includes the basic service as described in the booked accomodation unit. Optional services are those that are listed but not selected at the time of booking and will not be included in the price. If later required, traveller will have to pay for these ortional services separately. It is recommended that these services are ordered during booking procedure.

The prices published on the websites that are expressed in EUR were formed based on the local currency KUNA (HRK) price and using the fixed exchange rate 1 EUR = 7.50 KUNA. Numero Uno agency reserves the right to make changes to the stated price only if the host changes prices or by larger exchange rate changes.

If more travellers than stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra travellers accommodation or to accommodate all of the customers at extra charge directly made on the spot.

The published prices are the result of contract between Numero Uno agency and agency partners and do notnecessarily match the rates stated on the spot.

 

TRAVEL DOCUMENTS

Travel document with the confirmation of receipt of the advance payment and the details of the reservation is sent to the customer by email, and will be used as a VOUCHER that should be given to Numero Uno agency staffon the day of arrival.

 

FACILITY DESCRIPTION AND CATEGORIZATION

The offered accommodation facilities are described according to the official categorization of the Republic of Croatia, in force at the time of their publication on the website, according to data received from the house owner.

Conveniences, equipment and other services provided by the apartment are under observation of local tourist boards. Standards of accommodation and services are different and not comparable. Numero Uno agency is not liable in case of incorrect information provided by their business partners - accommodation owners.

 

APARTMENTS ACCOMMODATION

Accommodation check-in to a room/apartment is from 2:00 p.m. on arrival day, and check-out is by 10:00 a.m. on departure day.

Arrivals after 8:00 p.m. must be announced in advance.

Pets are allowed only in certain accommodation objects, with an obligatory additional fee and prior reservation.

Only registered guests can use the booked accommodation.

 

TRIP CANCELLATION

Should the customer wish to change or cancel a reservation, this must be done in written form. The following are examples of changes: changes to the number of customers, changes to arrival/departure dates. Changes must be made at least 30 days prior to the arrival date.

Change of reservation if it is possible is free of charge. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancelation of reservation listed bellow will be enforced.

The following are examples of cancellation of reservation: change of accomodation unit, and all changes done within 30 days of the arrival date or during use of the accomodation unit. In case of cancellation of fixed confirmed accommodation reservation, the date of receipt of the written cancellation is used to calculate cancellation cost.

If the traveller terminates a paid travel arrangement, Numero Uno agency shall keep the following amounts from the full advance payment:

- up to 30 days before arrival date 10% of advance payment will be charged
- from 29 till 20 days before arrival date 30% of advance payment will be charged
- from 19 till 0 days before arrival date 100% of advance payment will be charged

Should the customer not arrive at the booked accomodation unit before midnight on the arrival date, and the customer has not informed agency or the host, "no show", the reservation is considered to be cancelled, and therefore the cancellation costs will be charged as described above.

Travellers are required to have valid passports. In case of trip cancellation due to invalid traveller documents, which would cause additional damage to Numero Uno agency, the traveller is obliged to compensate the incurred damage.

Numero Uno agency shall charge only actual substitution expenses if the traveller terminates the travel contract and finds another client for the same reservation.

 

CANCELLATION by Numero Uno agency

Numero Uno agency reserves the right to change or modify a reservation only in case of circumstances caused by conditions beyond its control that cannot be predicted (force majeure). In case Numero Uno agency must cancel a previously booked facility due to occurrence of extraordinary or unforeseen circumstances, Numero Uno is obliged to offer a replacement of the same or higher quality, or refund the money paid for the reservation.

 

COMPLAINTS

It is in the traveller’s interest to try to resolve their complaint immediately at the destination. If there is no improvement even after the complaint, the customer should ask for a certificate from which it is evident that the service has not been provided, i.e. that it has not been provided in the stipulated way. Traveller must submit this certificate along with a written complaint.

Traveller is required to submit a written complaint within 8 days from the end of the trip. If the traveller submits a written complaint after the expiry of that term, Numero Uno agency is not obliged to consider such complaint.

The organizer is obliged to make a written decision regarding the complaint within 14 days after the receipt of the complaint, and it can postpone the term for making the decision about the complaint by another 14 days on account of collecting the information. The organizer shall resolve only such complaints, which could not have been eliminated at the very place of the stay.

While the procedure of resolving is under way, but 14, i.e. 28 days after lodging of the complaint at the most, the traveller irrevocably waives the right of mediation by any other person, or other institutions as well as providing information to the media. During the same period, the customer also waives the right to sue.

The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or the entire package amount.

Traveller and Numero Uno agency will endeavour to resolve disputes amicably.

Numero Uno agency cannot be responsible for the weather conditions, the cleanliness and temperature of the sea of destinations visited as well as all other similar situstions and events not directly related to the dissatisfaction of the guest.

 

OBLIGATIONS of Numero Uno

Numero Uno agency is obliged to take care of the services provided, as well as the choice of service providers, with diligence of an orderly and conscientious businessman and to take care about the rights and interests of travellers in accordance with good practices in tourism.

Numero Uno agency is obliged to provide to the traveller all the contracted services for a particular package, and to provide answers in case of eventual failure to perform services or a part of services.

 

OBLIGATIONS OF THE TRAVELLERS

The traveller is obliged to meet the requirements anticipated by the regulations of the Republic of Croatia and the country through which they travel and to observe the house rules at the hotel facilities and apartments.

The traveller is personally responsible for the damage they caused and shall cover the damage at the hotel reception or to the owner of the apartment.

 

PERSONAL DATA PROTECTION

The traveller provides personal information (name, email, address, password) voluntarily. Personal information is required for the process of realization of services and is used for further communication with regards to reqested service. Personal information will be kept in the database.