Terms and conditions
GENERAL TERMS AND CONDITIONS FOR PROVIDING ACCOMMODATION SERVICES
1. CONTENT OF THE OFFER
Villa Pag d.o.o., a travel agency, Pag, Pag 12b, 123 Pag (hereinafter referred to as the agency), provides the guest with accommodation services based on the information published on these websites, and according to the description and dates in the confirmed reservation (offer), except in cases of illness or death of the service provider or their immediate family; as well as extraordinary circumstances that cannot be foreseen or averted (natural events: earthquakes, floods, fires, droughts, wars, strikes, terrorist actions, and restrictions issued by the state: mobilization, travel bans).
2. INQUIRIES AND RESERVATIONS AND PAYMENT
Inquiries and accommodation reservations are accepted electronically.
Upon confirming the reservation, the guest fully accepts these General Terms and Conditions for accommodation services. In other words, everything stated in these General Terms becomes a legal obligation for both the guest and the agency. When making a reservation, the guest is required to provide the information requested by the reservation process. A deposit payment is required to confirm the reservation. The remaining amount is paid before arrival.
3. PRICE OF SERVICES
The accommodation price includes the basic lodging service and utilities in the usual consumption ratio (electricity, water, gas), as well as weekly changing of bed linens and towels.
Special services are not included in the accommodation price and must be paid for separately by the guest. These services should be requested by the guest at the time of booking. Therefore, any services not indicated on the offer or voucher will be paid for separately by the guest if used.
Accommodation prices are stated in EUR. The agency commits to clearly specify and summarize the price for the private accommodation in the offer, and by accepting the offer, i.e., confirming the reservation, the guest agrees to the stated price.
By paying the deposit, the agency guarantees the accommodation price stated in the calculation based on which the deposit amount was paid.
If more guests arrive at the reserved accommodation unit than stated in the offer or on the voucher, the service provider may refuse accommodation to unannounced guests or has the right to request additional payment for unannounced guests. By accepting the offer, the guest confirms that they are aware of the description and capacity of the accommodation unit.
4. CATEGORY AND DESCRIPTION OF SERVICES
Accommodation units are described according to the official categorization by the competent authority and based on an inspection of the actual accommodation conditions at the time of publication. Accommodation standards and other services may vary between locations and countries and are not directly comparable.
By accepting the offer, the guest confirms that they are familiar with the relevant information, descriptions, and photos of each accommodation unit provided by the agency with each offer.
On the day of arrival, guests may check into the accommodation unit after 4:00 PM, and on the day of departure, they must vacate the accommodation unit by 10:00 AM.
The handover of keys for the rented accommodation units is carried out on-site by the service provider.
5. AGENCY'S RIGHT TO CHANGES AND CANCELLATION
The agency may change or cancel the reserved accommodation if extraordinary circumstances occur before or during the stay that cannot be avoided or resolved (see point 1). The reserved accommodation can be replaced only with the guest’s consent and only with accommodation of the same or higher category at the price the guest confirmed when booking. If the replacement accommodation is available only in a higher-category property and at a price more than 15% higher than the originally reserved accommodation, the agency has the right to charge the price difference with the guest’s prior approval. If the agency cannot offer a replacement, it reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the service begins, and guarantees a full refund of all amounts paid.
If the agency is unable to offer a replacement on the day the service begins, it will make efforts to provide the guest with information about accommodation not offered by the agency and guarantees a full refund of the amount paid.
6. GUEST’S RIGHT TO CHANGES AND CANCELLATION
If the guest wishes to change or cancel an existing reservation, they must do so in writing (via email or postal mail). Changes include modifying the number of guests, the start and/or end dates of the stay, or changing the accommodation unit. Any change made before the reservation start date or during the stay is considered a cancellation unless the agency and service provider agree to the changes.
In case of reservation cancellation, the following rules apply:
deposit paid, regardless of the cancellation date, is non-refundable
if a cancellation occurs within 14 days before arrival or during the use, the guest is obliged to pay the full amount specified in the voucher
The agency offers the possibility for the guest to arrange a replacement – another user for the same reservation, with the approval of the agency and the service provider.
If the guest wants If the guest wants to reactivate a previously canceled reservationif the guest wants to reactivate a previously canceled reservation and the date is still available, it is necessary to:
pay the full amount of the reservation
in some cases, also an additional fee a security deposit of up to 30%with a minimum of €100 (refundable upon arrival)
7. OBLIGATIONS OF THE AGENCY
The agency is obliged to:
ensure the provision of services
choose quality service providers
protect the rights and interests of the guest according to the rules of the tourism industry
In extraordinary circumstances (point 1), the agency acts according to the rules from point 6.
8. GUEST OBLIGATIONS
The guest agrees to:
to possess valid travel documents
Upon arrival, present personal identification and the voucher.
to pay the remaining balance of the service
to compensate for any potential damage to the accommodation.
to respect the house rules
to pay the full amount of the reservation, even in case of early departure, unless otherwise approved by the service provider
The guest is responsible for any damage and costs arising from failure to fulfil their obligations.
9. LUGGAGE
The agency is not responsible for lost, damaged, or stolen luggage. Any loss or theft must be reported to the local police.
10. COMPLAINT RESOLUTION
The guest has the right to file a complaint regarding non-performance or poor performance of the service. They are obliged to notify the agency immediately upon arrival via email at info@pag.com or by phone at +385 92 44 981 (customer service working hours: 08:00 – 20:00).
