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Booking terms and conditions

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By making advance payment in order to confirm your reservation of services offered on this web site, you confirm that you red and agree with our terms and conditions.
Please read our booking terms, and let us know is anything is unclear or unacceptable to you.


Croatia Holidays tourist agency, Vukovici 1, 20243 Kuna (further in the text, the agency), provides accommodation services in accordance with the General Terms and Conditions, and with the period and details of the confirmed reservation. Croatia Holidays is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and the like.)

Inquiries and booking of accommodation can be done electronically, by mail or in person at the agency office.
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 the agency.
When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay an advance, while the balance must be paid directly to the host upon arrival.

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 2,00 to 7,00 KN per person per day for adults.
Customers from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying. 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 price of accommodation includes the basic service as described in the booked accommodation unit: a daily rent of the accommodation unit, bedlinen, equipped kitchen (unless the guest reserves only rooms without the use of kitchen) with all the necessary dishes and cutlery, and water, electricity and gas spent during the guest's stay.
Special services are those not included in the price of accommodation, available if arranged in advance; therefore the customer pays for them separately.
The price of accommodation is given in EUR. The agency reserves the right to make changes to the stated prices. For customers who have paid an advance for their reservation, the agency 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, the agency is required to inform the customer.
If more customers than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host.

Accommodation units offered by the agency are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being published on Internet or in other advertising material of the agency.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared.

Agency 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 (See Article 1). 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, the agency reserves the right to charge the price difference upon consulting the customer.
In cases where substitute accommodation for paid accommodation is not available, the agency 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, the agency will provide information on available accommodation that is not included in it's offer and guarantees the refund of the complete paid amount.

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 change to the reservation is free of charge, unless it entails further expenses for the agency. 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.
For cancellation, 15% of the accommodation price will be charged (the advance will not be returned),
Should the customer not arrive at the booked accommodation unit before midnight on the arrival date, and the customer has not informed the agency or the host, 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, the agency reserves the right to charge the difference.

It is the agency obligation to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. The agency will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control.

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.

The luggage is carried at the risk of the guest, thus we recommend insuring the luggage in an insurance company.
The agency does not hold any responsibility for the ruined or lost luggage, nor for stealing of the luggage or valuable objects from the accommodation unit. The guest should report it to the host or to the nearest police station.


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 service immediately on the day of his/her arrival and to notify the agency office in Kuna by email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or by phone 00385.91.529.62.65. Furthermore, the guest is required to cooperate with the agency representatives 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, the agency is not required to accept any further complaints referring to this service.
If the problem is not rectified even after on the spot intervention by the agency representative, the representative will put down in writing a record of the complaint in two copies, one for the agency 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 the agency by email at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or by mail at Croatia Holidays, Vukovici 1, 20243 Kuna Peljesac, within 28 days upon returning from holiday. The agency will take into consideration only properly filed complaints received within 28 days.
The agency assumes responsibility to make a written decision to the complaint within 14 days upon receipt of the complaint. Should the agency need more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 14 days. The agency will take into consideration only those complaints that could not be solved on the spot.
Until the agency 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 the agency net and cannot include services already provided.

Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court ( Split Court jurisdiction).

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

Content copyright by Croatia Holidays - travel agency - Kuna, Croatia