General Terms and Struggling with depression Conditions for Providing Accommodation Services


INTRODUCTION

Villa Cissa is a private property for the private rental and provides accommodation services in accordance with the General Terms and Conditions for Providing Accommodation Services and with the period and details of the confirmed reservation. Villa Cissa is not liable for force majeure*  and events out of our control**.

*Force majeure: circumstances beyond our control including though not limited to acts of God and Nature, epidemic outbreaks, war or threat of war, civil disturbances, terrorist activity, riots, acts, restrictions, regulations, bye-laws or measures of any kind on the part of the government or local authority, strikes, lock-outs or other industrial actions or disputes.
** Events out of our control: property owner or member of his family in sickness or death.

1.    GENERAL INFORMATION

We make every effort to ensure that descriptions supplied are accurate. Apartments in Villa Cissa are fully furnished and equipped as shown on our web site. The price for all apartments includes linen & towels, hot and cold water consumption, electricity, air-conditioning, TV with satellite channels, electronic safe and health rx usage of all appliances. Occasionally there may be an additional charge for heating in winter season and cold days. Satellite television and radio may not include access to all channels.

2.    BOOKING AND PAYMENT


Inquiries and booking of accommodation can be done electronically at the web pages www.villacissa.com by the Booking Request form at http://www.villacissa.com/eng/form_eng.html. When booking the customer is required to give all the information necessary in the booking procedure. By confirming the booking details with Villa Cissa the customer as the first named person on the booking (‘the party leader’) confirms that he is familiar with the General Terms and Conditions and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and for the Villa Cissa.
When booking the customer is required to pay in advance a non-refundable deposit up to 50% of the full rental cost, while the balance must be paid on arrival at the villa in cash.

3.    SOJOURN TAX

According to the Croatian Law on the Sojourn Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The Sojourn Tax in the Republic of Croatia is determined as per the official Price List http://www.villacissa.com/eng/prices.html and charged according to the General Terms and Conditions when balance payment is made. The amount of Sojourn Tax to be paid will be stated on your reservation calculation.

4.    PRICE OF ACCOMMODATION

The price of accommodation includes the basic service as described in the booked accommodation unit (apartment). The price of accommodation is given in euros or in kunas. Villa Cissa reserves the right to make changes to the stated prices (in the event of government actions or changes in exchange rates). For customers who have paid an advance for their reservation Villa Cissa guarantees the price of accommodation stated in the calculation according to which the advance was paid. If the changes occur prior to the payment of the advance, Villa Cissa is required to inform the customer. If more persons than are stated on the reservation confirmation arrive at the apartment, Villa Cissa has the right to deny the extra persons accommodation or to accommodate all of the persons at extra charge.
A security deposit is required to cover the cost of any damages or breakages. The deposit is determined as per the official Price List http://www.villacissa.com/eng/prices.html and will be collected on arrival at the villa in cash. The customers are strongly advised to ensure they have this amount of money ready on arrival as otherwise entry into the property may be delayed until the deposit is produced. The deposit is usually refunded at the end of stay subject to an inspection of the apartment for damage. In some instances, delays of up to 8 weeks in returning the deposit may be caused due to awaiting utility bills.

5.    CATEGORIZATION AND SERVICE DESCRIPTION

Accommodation offered in apartments in Villa Cissa is described in accordance to the official categorization of the authorized institution and lupo italiano org based on onsite assessment prior to being put in Villa Cissa online offer at www.villacissa.com. Standards for accommodation, services, etc. differ from place to place, country to country and cannot be compared.  
While we make every effort to ensure that descriptions supplied are accurate, information on the Villa Cissa and its accommodation units presented at www.villacissa.com may contain minor differences between the photograph/illustration/text used and actual property. Accidental proper spelling, style, grammar or typing errors may arise. Changes, additions and corrections are made constantly. Villa Cissa cannot accept responsibility for errors contained therein or the results thereof and is not liable for any damages that might result from using information presented on this web site.   
Villa Cissa reserves the right to make constant modifications to the property specifications that are considered necessary in light of operating requirements. In the interest of continual improvement, we reserve the right to alter furniture, fittings, amenities, facilities or any part of any activities, either advertised or previously available without prior notice.

6.    ARRIVAL AND DEPARTURES

The customers are expected to arrive at Villa Cissa between 3.00 pm and 7.00 pm Croatian time on day of arrival, when someone will meet them in front of the house, and to depart between 8.00 am and 11.00 am latest on day of departure. If customer’s arrival is outside these times, an out of office hours charge may be imposed for someone to meet customer at the villa. If the arrival is after 10.00 pm without specific notification, customer may not be able to access the property until the following day. Villa Cissa is unable to offer refunds as a result of time lost in the apartment due to flight delays. In addition, refunds cannot be issued on apartment rentals aborted early.

7.    VILLA CISSA’S RIGHT TO CHANGES AND CANCELLATION

Villa Cissa reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified. Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that customer is notified ahead of time. Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation Villa Cissa reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available Villa Cissa reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete deposit amount.
Should an adequate substitute accommodation not be available on the day of arrival Villa Cissa will provide information on available accommodation and guarantees the refund of the complete paid deposit amount.

8.    CUSTOMER'S RIGHT TO CHANGES AND CANCELLATION

Should the customer wish to change or cancel a reservation, this must be done in written form (e-mail, mail, or by fax). The following are examples of changes: changes of the first named person on the booking (‘the party leader’), any changes to the number of persons or changes to arrival / departure dates. Changes must be made at least 42 days prior to the arrival date. The first change to the reservation is free of charge, unless it entails further expenses for Villa Cissa. For all further changes to the reservation, an amendment fee of 30 euros per booking will be applicable along with any additional costs incurred as a result of the change.
Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. The following are examples of cancellation of reservation: change of accommodation unit and all changes done within 42 days of the arrival date or during use of the accommodation unit.

In case of cancellation of fixed confirmed private accommodation reservation, the date of receipt of the written cancellation is used to calculate cancellation costs as follows:
•    More than 56 days prior to villa arrival - loss of deposit
•    55-43 days prior to villa arrival - 50% of total cost
•    42-29 days prior to villa arrival - 65% of total cost
•    28-15 days prior to villa arrival - 90% of total cost
•    Less than 15 days prior to villa arrival - 100% of total cost.
Villa Cissa strongly recommends that customer purchases travel and other adequate insurance for himself and all party members when booking his apartment rental.

Should the customer not arrive at the booked apartment before midnight on the arrival date and the customer has not informed Villa Cissa about it, the reservation is considered to be cancelled and therefore the cancellation costs will be charged as described above. Should the real costs exceed the above stated costs, Villa Cissa reserves the right to charge the difference.
If the customer is prevented from traveling, he has a right to transfer the apartment he booked to another person. However, customer must inform Villa Cissa he wants to do so in writing more than 42 days before arrival and Villa Cissa will charge an amendment fee of 30 euros. Customer will also be liable for any additional costs caused by this transfer. Until received full payment, both customer and the person taking his place are responsible for full payment of the accommodation.

9.    VILLA CISSA’S LIABILITY

It is Villa Cissa's obligation to take care of provided services, hosts, and customers' interest and rights according to accepted customs and practices in tourism. Villa Cissa will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control, when Condition 7 above is applied.
Neither Villa Cissa nor the property owner shall be responsible for personal injury of, or the death, of any member of a booking party, or of any other person at the property unless this results from the proven negligence of the Villa Cissa.

10.    CUSTOMER'S OBLIGATIONS


The customer is required:
•    to have valid travel documents,
•    to obey customs regulations, currency exchange regulations and other regulations of the Republic Croatia,
•    to produce upon arrival valid documents for registration for each person in party (passports and/or ID cards),
•    to produce on arrival the balance for apartment rental and security deposit in cash,
•    to obey Villa Cissa’s house rules and to have good relations in good will with the host.  
The customer must keep the property and all furniture, fittings, effects, facilities, equipment and grounds in the same state of repair and condition as at the commencement of his holiday, and in the same state of cleanliness and general order in which it was found. He will be responsible for any breakages, loss or damage to the property. Villa Cissa reserves the right to make deductions from the security deposit for any extra cleaning over the number of hours committed to final cleaning, and to claim compensation for costs over and above the sum of the security deposit.
Should the customer not follow the above listed obligations he is liable for caused damage and must cover the expenses. By confirming the reservation, the customer accepts to pay for all damages caused directly to the host.

11.    NUMBER OF PEOPLE USING THE PROPERTY

Only those persons named at the time of booking and registration may use the property without prior agreement. Persons staying at the villa are not allowed to bring in persons who are not guests in villa. Villa Cissa has the right to terminate the rental without prior notice and without refund if the numbers are exceeded.

12.    ACCESS

The property owner or their representative shall be allowed reasonable access to the property to carry out urgent maintenance and/or inspection.

13.    BEHAVIOUR

The customer is responsible for the correct and decent behavior of the party. Should he or a member of the party not behave in such a manner, Villa Cissa may use its absolute discretion and ask him and the party to vacate the property immediately and without refund.

14.    SECURITY, LUGGAGE AND VALUABLES

Villa Cissa is situated in secure environment and has no thefts records at all. Villa Cissa is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the apartments. Any valuables left at the property are left at guests’ own risk.  Electronic safety deposit box is available in the apartment free of charge. No refund can be given should customer decide to vacate the property as a consequence of a burglary.

15.    PETS

Villa Cissa is a pet-friendly property. Guests' pets are welcome for as long as they are well behaved and do not become a nuisance to other guests. Small pets are permitted with explicit permission prior to acceptance of booking. Villa Cissa reserves the right to add a surcharge and increase the security deposit.
There are no quarantine restrictions on taking dog or cat to Croatia. However, pets must have a micro-chipping and passports.
Pets must be kept off the beds and chairs and under no circumstances can bedding or furnishings provided for visitors be used. Guests with pets should bring their own baskets, bedding, water and food bowls. Pets must not be left alone in the property at any time and guests must keep them under control at all times.
If guest brings a pet to villa that exceed the stated number/size of pets Villa Cissa can refuse to allow guest to take possession of the apartment or make him leave the accommodation before the end of the holiday.
If a guest breaks conditions above Villa Cissa will treat this holiday as having been cancelled by a guest as detailed in Condition 8 above.

16.  SPECIAL NOTES
   
1. Services and activities
Some services in the Villa Cissa and apartments itself are available only during certain periods of the year (heating) or activities in the surrounding (for example, certain museums, art exhibitions and galleries, restaurants, night clubs are not open during certain months in the winter).

2. Types of accommodation units
a) Type AP-A2+2 –  Studio Apartment consists of one living room/bedroom with a main double bed and a sofa/additional double bed - all in the same room with a separate kitchen; bathroom with a tub & toilette is separated.
b) Type AP-B4+2 – Large apartment on two upper villa’s floors with internal staircase: a large living area with a sofa/additional double bed, kitchen, a separate bathroom with shower & toilette, all on a lower level; 2 bedrooms on upper level, one with main double bed and living area and another bedroom with two twin beds, a separate bathroom with shower & toilette.
3. Website Links
From time to time Villa Cissa may establish links from its own website to other sites that we feel would be of interest to customers planning to stay with us. We inspect it regularly to ensure that the contents of this website are accurate. However, circumstances can change after publication. Villa Cissa would like to make it clear that we are not responsible for the actions or content of these websites. It is your responsibility to check the status of these sites.

17. COMPLAINTS

Should the services provided not be satisfactory, every customer - reservation holder is entitled to file a complaint to Villa Cissa if the paid service is not provided.

Complaint procedure:
•    The guest is required to complain about the inadequate service immediately on the arrival day. The guest is required to cooperate with Villa Cissa representatives in good faith in order to rectify the problem. If the guest refuses to accept the solution that is in accordance with services paid for, Villa Cissa is not required to accept any further complaints referring to this service (if there is an appropriate alternative in the villa, the guest is required to accept it).
•    Villa Cissa does not accept claims related to elements that are not part of the accommodation (noise or disturbance originating beyond the boundaries of the property or which is beyond our control, construction work on the street or buildings in the immediate vicinity, etc) as well as for the breakdown of mechanical equipment such as pumps, boilers, air-conditioning system, radiators, kitchen appliances nor for the failure of public utilities such as water, gas and electricity.
•    If the guest does not make a complaint on the spot, he/she does not have a right to be refunded.
The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to Villa Cissa and cannot include services already provided. With this, the guest's right to an ideal compensation of damages has been excluded.
Villa Cissa cannot be responsible for the weather conditions, the cleanliness and temperature of the sea as well as all other similar situations and events not directly related to the quality of the reserved accommodation unit that can result in the dissatisfaction of the guest.

18.  COURT JURISDICTION

Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Zagreb Court jurisdiction).
In case, there is a need to interpret these General Terms and Conditions, the Croatian version shall prevail.

19. NOTE

Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.