Kermas Istra d.o.o., hereinafter referred to as the “Company”, markets and sells accommodation services according to published information, description, date, and valid price list, in accordance with confirmed reservation/concluded contract, in its own name and on its own account. As a service purchaser for the end user, an agency or tour operator may appear, and the provisions of the general terms and conditions apply to them as intermediaries. By sending an inquiry for reservation, you confirm that you agree with the Company’s General Terms and Conditions, which then become a legal obligation. When providing services, the Company applies the rules prescribed by the house rules, hotel and catering customs, and in accordance with applicable positive legal regulations of the Republic of Croatia.
PRICE OF SERVICE
The valid price of the service is stated in the offer received via the Online Booking System or the Reservations Department. Contracted services cannot be combined with other promotional offers or packages unless otherwise agreed. In case of any changes or deviations from the reserved services, regular prices will be charged. For services not used, refunds are not possible. All types of special services not included in the price must be paid by the guest and must be ordered at the time of reservation or on request on site. The reservation system applies the Company’s daily best prices.
VAT is included in the prices.
TOURIST TAX
The tourist tax is not included in the listed accommodation prices, but is charged on site.
The tourist tax is expressed in EUR. The decision on the amount of the tourist tax is made by the Assembly of Istria County and is listed in the price list. Children from 12 to 17.99 years pay 50% of the tourist tax.
NOTES REGARDING THE RESERVATION PROCEDURE
Please note that persons aged 3 and above are considered adults and are charged the full price. When booking accommodation, you are obliged to add children older than the specified age to the adult count. If you want to change or cancel a made reservation, modifications can be made online, in accordance with the Reservation Cancellation Terms. The Company reserves the right to refuse, cancel, or modify the reservation if there has been abuse of the reservation system or if it was made due to an obvious user error.
PAYMENT TERMS
For individual reservations
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Reservations at regular prices –
Within 7 days before arrival, the Company reserves the right to charge the full reservation amount. The guest must provide valid credit card details which the Company will charge for the stated purposes.
If the credit card details are invalid, the Company will notify the guest and cancel the reservation.
If the guest wants to pay the reservation amount directly, payment must be made no later than 7 days before arrival.
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Reservations at special non-refundable prices –
The Company will immediately charge the guest the full non-refundable amount of the reservation (except tourist tax and possible additional services) after the reservation is made. The guest must provide valid credit card details which the Company will charge for the stated purposes.
If the credit card details are invalid, the Company will notify the guest and cancel the reservation.
If the guest wants to pay the non-refundable full amount directly, payment must be made no later than 24 hours after making the reservation. All bank charges incurred abroad during invoice payments or advance payments are borne by the guest as the payer (SHA charge code). The paid amount is considered the amount for which the bank in Croatia credited the recipient’s account.
SERVICE BILLING AND PAYMENT
Proforma/Invoice is issued based on agreed terms and Partner confirmation and based on compliance with cancellation deadlines. Service payment is possible exclusively in EUR. Payment can be made in a single installment – by credit cards (Visa, Master), debit cards, cash (EUR), or bank transfer.
Late check-out is only possible with prior confirmation from reception and with an additional charge.
PAYMENT SECURITY WITH DEBIT AND CREDIT CARDS
The confidentiality of your data is protected and ensured by using SSL encryption. Internet payment pages are secured using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is a data encryption procedure to prevent unauthorized access during data transmission.
This enables secure information transfer and prevents unauthorized access to data during communication between the user’s computer and the payment service, and vice versa.
The payment service and financial institutions exchange data using a virtual private network (VPN), which is protected from unauthorized access.
The payment service used is certified according to PCI DSS Level 1 security standard prescribed by Visa, Maestro, and MasterCard rules.
The merchant does not store credit card numbers, and numbers are not accessible to unauthorized persons.
The payment service is based on the 3-D Secure standard, which currently offers the most secure solution for credit and debit card payments online.
If the user’s card participates in the 3-D Secure program, additional identity verification will be requested as confirmation that the card is being used by the rightful owner.
RESERVATION CANCELLATION TERMS
For individual reservations:
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Cancellation terms for individual reservations at regular prices:
Cancellation of individual reservations (reservations for fewer than 12 persons) without charges is possible up to 7 days before arrival.
In case of late cancellation (less than 7 days before arrival) or no-show, the Company reserves the right to charge 100% of the total service price.
Cancellation after check-in (shortening the stay relative to the original reservation): the Company may charge a cancellation fee of 100% of the remaining reserved and unused days.
Notification of cancellation or reservation change must be submitted in writing and is valid upon receipt of the Company’s written confirmation.
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Cancellation terms for individual reservations at special non-refundable prices:
If there is no notice of late check-in, the reservation is held until 22:00 on the day of arrival.
For any cancellations (cancellation at any time after making the reservation, guest no-show, refusal of reserved room for unjustified reasons, cancellation after check-in, or shortening of stay), the Company will retain the fully paid non-refundable reservation amount.
FORCE MAJEURE
The client and the Company are released from performing their contractual obligations if circumstances considered “force majeure” occur, as long as such circumstances last and affect the performance of contractual obligations.
“Force majeure” refers to unusual and unpredictable events beyond the control of the parties. Such events include (for example) war, threat of war, demonstrations, natural or nuclear disasters, fire, epidemic, bad weather, terrorist attack, government and/or presidential and/or parliamentary decisions (e.g., border closures, bans on leaving the country of residence, travel restrictions), acts of God, and other similar circumstances. The client can be released from obligations due to “force majeure” only if prevented from fulfilling the contract and unable to find alternative arrangements after taking all necessary measures.
The Company may invoke “force majeure” when prevented or faced with great difficulty in providing safe accommodation, when the health, comfort, or enjoyment of the client is endangered, or when guest and staff safety could be at risk.
OTHER ACCOMMODATION TERMS
Check-in is possible after 15:00 on the day of arrival.
Check-out is possible by 11:00 on the day of departure.
The Company reserves the right to deny accommodation and other services to guests whose behavior is not in accordance with house rules, disturbs the peace or dignity of other guests or staff, or endangers their safety or well-being.
Complaints will only be considered if submitted during the stay, either directly to the responsible person on site, via the booking agency, or official representative.
Management reserves the right to close the pool for necessary repairs, maintenance, or seasonal closure during winter.
Photos are illustrative and may not correspond to the actual reserved room. For more information, contact the Reservations Service at: info@hotelmonumenti.com
COMPLAINTS
Guests should try to resolve complaints on-site. If unresolved, the guest must obtain confirmation that the service was not provided or not as agreed, to attach to a written complaint. Written complaints must be submitted within 8 days after using the service. Late complaints will not be considered. The Company will provide a written decision. The Company will resolve only complaints that could not be solved on-site. During this process, the guest irrevocably waives mediation, arbitration, or media statements. Maximum compensation per complaint is limited to the disputed service portion and does not cover already used services or the total package. The client and Company will try to resolve disputes amicably; otherwise, the Court in Pula has jurisdiction. Croatian law applies.
Notice for submitting complaints
According to Article 10 of the Consumer Protection Act and Article 10 of the Hospitality Act (for facilities in Croatia), written complaints regarding services or goods can be sent:
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In person at HotelMonumenti ***** reception
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By mail to Ul. Vallelunga 89, 52100 Pula
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By email to kontrola@hotelmonumenti.com
Response will be provided in writing no later than 15 days after receipt. Include your contact details and complaint details.
CATEGORIZATION AND FACILITY DESCRIPTIONS
Accommodation and other capacities are described according to official Croatian categorization. The Company is not responsible for oral or written information inconsistent with published programs or obtained from third parties. The Company is not responsible for incorrect data from business partners.
HOTEL ACCOMMODATION
Room allocation is determined by the reception at the place of stay. Unless a room with specific features was explicitly contracted, the guest will accept any officially registered accommodation unit in the given facility as described in the catalog and price list. Accommodation is not possible before 15:00 on the day of arrival and must be vacated by 11:00 on the day of departure. Arrivals after 22:00 must be announced in advance; otherwise, the Company does not guarantee service execution unless otherwise indicated.