AURA provides accommodation
services in accordance with the General Terms and Conditions, and with the
period and details of the confirmed reservation.
1. BOOKING AND PAYMENT
Inquiries and booking of accommodation can be done electronically, by mail or
in person at the AURA´s office in Cavtat. When booking, the customer 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 AURA.
When booking, the customer is required to give all the information necessary in
the booking procedure. When booking, the customer is required to pay a 30% in
advance and give the guarantee (credit card authorization form) for balance of
total amount. The balance of total amount can be paid in Aura’s Reception
office on address: Put Cavtata N0 05, upon
arrival in accommodation unit by cash or by credit card.
Note:when paying by credit card - your credit card will be charged to
the amount stated in Croatian Kunas!
2. 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 varies from to 7,00 KN max. per person/day for adults.
The final amount of the Sojourn Tax is
determined by the destination in the Republic of Croatia and travel period, and
is 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.
3. PRICE OF ACCOMMODATION
The price of accommodation includes the
basic service as described in the booked accommodation unit. Special services
are those not included in the price of accommodation (in accommodation unit
description indicated by "services upon agreement" or
"additional services" available if arranged in advance); therefore the
customer pays for them separately. These services must be requested at the time
of booking.
The price of accommodation is given in EUR. AURA reserves the right
to make changes to the stated prices (in the event there are changes in exchange rates). For customers who have paid an advance
for their reservation, AURA 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, AURA is
required to inform the customer. If more customers than are stated on the
voucher arrive at the accommodation unit, AURA has the right to
deny the extra customers accommodation or if possible to accommodate all of the
customers at extra charge.
4. CATEGORIZATION AND SERVICE
DESCRIPTION
Accommodation units offered by AURA are described in accordance to the official categorization of the
authorized institution, and based on on site assessment prior to being put in AURA´online offer.
Standards for accommodation, food,
services, etc. differ from place to place, country to country, and cannot be
compared. Information obtained at the point of sale does not oblige AURA in any way more than any information available on the Internet pageswww.aura-cavtat-holiday-apartments.co.ukin the AURA catalog or
other printed material.
5. Aura´s RIGHT TO
CHANGES AND CANCELLATION
AURA 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, AURA reserves the right to charge the price difference but only upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not
available, AURA reserves the right to cancel the reservation upon
prior customer notification (at least 7 days before arrival) and guarantees the
refund of the complete paid amount.
Should an adequate substitute accommodation not be available on the day of
arrival, AURA will provide information on available accommodation
that is not included in AURa's offer and guarantees the refund of
the complete paid amount.
6. CUSTOMER'S RIGHT TO CHANGES AND
CANCELLATION
Should the customer wish to change or cancel a reservation, this must be done
in written form (email, mail, or fax). 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. The first
change to the reservation is free of charge, unless it entails further expenses
for AURA.
For all further changes to the reservation, 15 EUR will be charged per 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 30 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:
for
cancellation up to 15 days before arrival date, 30% of the accommodation
price will be charged (the advance will not be returned)
for
cancellation from 14 - 9 days before arrival date, 50% of the
accommodation price will be charged
for
cancellation from 8 - 2 days before arrival date, 80% of the accommodation
price will be charged
should the
customer cancel 1 day before arrival date, or not come, or cancel during
use of the accommodation unit, 100% of the accommodation price will be
charged.
Should the customer not arrive at the
booked accommodation unit before midnight on the arrival date, and the customer
has not informed AURA the reservation is considered to
be canceled, and therefore the cancellation costs will be charged as described
above.
Should the real costs exceed the above stated costs, AURA reserves
the right to charge the difference. Should the customer find a replacement for
the canceled reservation, AURA will only charge the real costs
caused by the replacement.
7. Aura's OBLIGATIONS
It is Aura's obligation to take care of provided services and customers' interests and rights according to accepted customs and practices
in tourism. AURA will carry out all stated obligations in full and
as described above, except in circumstances caused by conditions beyond its
control (Article 1), when Article 6 is applied.
8. CUSTOMER'S OBLIGATIONS
The customer is required: to have
valid travel documents to obey
customs regulations and currency exchange regulations of the country where
the destination is located to obey
house rules in accommodation units and to have good relations with the
host to produce
the confirmation of payment (Voucher received by mail or email) upon
arrival the
customer is obligated to check whether a visa is necessary for the country
where the destination is located or for neighboring countries.
Should the customer not follow the above listed obligations, the customer 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.
9. LUGGAGE
AURA is not responsible for damaged, destroyed or lost luggage, as
well as for the theft of luggage or valuables in the accommodation unit (rental
of a safety deposit box is recommended if available). Lost luggage or stolen
goods should be reported to the Aura Agent and the local police department.
10. COMPLAINTS
Should the services provided not be satisfactory, the customer is entitled to
seek reasonable compensation by filing a written complaint. Every customer is
entitled to file a complaint if the paid service is not provided. Every
customer - reservation holder, files a separate complaint. Complaint procedure:
The guest
is required to complain to the service provider about the inadequate
serviceimmediately on the arrival day and to notify AURA's office in Cavtat directly in reception office, by emailinfo@aura-adriatica.comor by
phone 00 385 20 478 177, mobile: 00 385 91 787 9080. Aura´s Agent is
required to come on the spot, while the guest is required to wait for
him/her in the accommodation in question. Furthermore, the guest is
required to cooperate with AURA´s Sales Agent and the
service provider 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, AURA is not required to accept any further
complaints referring to this service (if there is an appropriate
alternative in the same accommodation building, the guest is required to
accept it). AURA does not accept claims related to elements
that are not part of the accommodation (construction work on roads, state
of the beach and buildings in the immediate vicinity...).
If the
problem is not rectified even after on the spot intervention by an aura´s
agent, the representative - agent will put down in writing a record of the
complaint in two copies, one for AURA and the other for the
guest. In such cases, the guest is required to send a written complaint
along with the representative's record, other relevant documents and
photographs that prove reasons for the complaint to AURA by email: info@aura-adriatica.comor by mail at AURA Reception office , AURA - ADRIATICA Put Cavtata 05, HR-20210
Cavtat, within 28 days upon returning from holiday. AURA will
take into consideration only properly filed complaints received within 28
days.
If the
guest does not make a complaint on the spot, he/she does not have a right
to be refunded.
AURA assumes responsibility to make a written decision to the
complaint within 14 days upon receipt of the complaint. Should AURA need more time to collect information and verify the complaint, it can prolong the response time by a maximum of 14 days.
Aura will take into consideration only those complaints that
could not be solved on the spot.
Until AURA presents its solution; the customer refrains from mediation by
any other party, arbitration by the Association of Croatian Travel
Agencies, or from taking the matter to court, and from informing the
press.
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 AURA and cannot include services already provided. With this the
guest's right to an ideal compensation of damages has been excluded.
Aura cannot be responsible for the weather conditions, the
cleanliness and temperature of the sea of destinations visited 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.
11.COURT
JURISDICTION
Should the customer not be satisfied with the solution to the complaint, the
matter can be taken to court (Zagreb
Court jurisdiction).
12.NOTE
Upon
payment of the advance or the total amount, the customer accepts the
General Terms and Conditions in their entirety.
1. Airport shuttle available (taxi fee 100 KN)
2. When booking, the customer is required to pay a 30% in
advance and give the guarantee ( signed credit card authorization form) for balance of
total amount.
The balance of total amount needs to be paid in Aura’s Reception
office on address: Put Cavtata N0 05 upon
arrival in accommodation unit by cash or by credit card.
Towels/Linen are supplied free of charge, also air-condition, SAT TV, internet access, laundry, finally cleaning ...
3. Maps, books and information on what to do in Cavtat, Dubrovnik and around the area supplied.
4. City tax (proxy 1 EUR per person/day) is NOT included in the price!
5. Baby cot & baby chairs are available - upon request!
6. Discount available for longer lets ( Please inquire for price)
