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Booking Conditions


AGENCY TERMS & CONDITIONS
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Except where otherwise specified, Croatian Villas, a division of Authentic Villa Holidays Ltd, act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any accommodation or services you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with the arrangements. For all bookings, your contract will be with the owner of the accommodation/supplier of the arrangements in question (the ‘supplier(s)’).When making your booking we will arrange for you to enter into a contract with the applicable supplier(s) of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and any specific booking conditions of the relevant supplier(s) you contract with, which can be found on the relevant page on our website. The supplier’s terms and conditions may limit and/or exclude the supplier’s liability to you. You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992.

By making a booking, the first named person on the booking (“the party leader”) agrees on behalf of all persons detailed on the booking that:-

He/she has read these terms and conditions and agree to be bound by them;
He/she consents to our use of your information in accordance with our Privacy Policy; and
He/she is over 18 years of age and where placing an order for services with age restrictions you declare that he/she and all members of your party are of the appropriate age to purchase those services.

1. MAKING A BOOKING AND PAYMENT

You may make a booking over the telephone, via our website www.croatianvillas.com or by e-mailing us at sales@croatianvillas.com.

In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of the arrangements in question, plus a non-refundable booking fee of £25 per villa (or full payment plus a non-refundable booking fee of £25 per villa if booking within 10 weeks of departure). Deposits generally tend to be 30% of the total cost of your booking, however this may vary depending on the supplier and we will confirm the exact amount at the time of booking. In certain circumstances, we can hold your booking for 24 hours whilst payment is arranged, however this is not a confirmed booking. If no payment is received within 24 hours of making your booking, your booking will automatically lapse without notice to you.

Your booking is confirmed and a contract between you and the supplier will exist when we have received payment of your deposit plus a non-refundable booking fee of £25 per villa (or full balance plus a non-refundable booking fee of £25 per villa if booking within 10 weeks of travel) and we send you confirmation by email on the supplier’s behalf.

Please note all correspondence, including your vouchers and tickets will be sent to you by email only. Please ensure you provide us with an email address that is active and checked regularly and which shall remain active until after your return to the UK. We recommend that all customers check their ‘junk’ email folder to ensure none of our emails have incorrectly been sent there. It is your responsibility to tell us if you haven’t received your confirmation from us following payment of the deposit (full balance if travelling within 10 weeks).

Please check your confirmation and other documents carefully and report any incorrect or incomplete information to us immediately. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

If you have paid a deposit plus booking fee, you must pay the full balance by the balance due date notified to you. Please make a note in your diary to send the final balance to us by the date due. A reminder invoice will not be sent. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions and a £25 administration fee shall be charged by Croatian Villas.

If booking within 10 weeks of arrival, the full cost of the villa plus a non-refundable booking fee of £25 per villa and any other applicable fees must be paid at the time of booking. The party leader is responsible for making all payments due to us.

Payment can be made by credit or debit card. Please note that credit card companies charge us a fee when you pay with their cards. Therefore if you choose to pay by credit card (Visa or Mastercard), an additional credit card fee will be payable. This is currently 2% of the total amount of your booking. There is no surcharge for Visa Debit and Delta payments. Please fax through your card details to: ++44 (0)20 8888 0456. Please ensure you quote your booking reference number when faxing through the details. Alternatively you can call us with your card details on ++44 (0)20 8888 6655 or pay via a secure payment link which you will find in your confirmation email. This will take you to the’ My Booking’ area where you can make a card payment online.

Where payment is taken from more than 1 card (e.g. for group bookings), we will charge an administration fee of £15 where up to 5 cards are used, and an administration charge of £25 shall be made where more than 6 cards are used. This is due to the amount of administrative work included where payment is taken over multiple cards. These administration charges will be in addition to the 2% surcharge for use of credit cards.

You can also pay by bank transfer or by a cheque made payable to Authentic Villa Holidays. Bank transfer payments can be made in STERLING or EUROS. If you wish to pay by bank transfer please advise us which currency you wish to pay in. Please ensure your payment is sufficient to cover the cost of the arrangements after deduction of any applicable bank charges. Where you choose to pay by cheque or bank transfer, your booking will remain on hold and will not be confirmed until such payment is received. If no such payment is received within 24 hours the booking will automatically lapse without notice to you.

Payment by bank transfers, online banking or cheque will not be accepted where the date of travel is within 10 weeks, except with the prior approval of Croatian Villas.

Bookings cannot be accepted from parties of young people less than 18 years of age.

We reserve the right to refuse a booking without any given reason.

Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned and forwarded on accordingly.

2. LAW & JURISDICTION

These terms and conditions are governed by English law. Any disputes, claims or other matters arising out of or in relation to these terms and conditions shall be governed by the Courts of England and Wales only.

3. PRICES

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.

Further information will be provided to you at the time of booking. Suppliers may make an additional charge for properties over holiday periods/special events. You will be advised of any additional charges prior to booking.

Croatian Villas reserves the right to withdraw special offers at any time entirely at its own discretion without notice.

Currency Fluctuations: The relevant supplier has calculated the price of your arrangements using exchange rates which are subject to fluctuation. The supplier may impose a currency surcharge on the advertised price at any time, including after a booking has been confirmed. A surcharge will not be applied within 30 days of departure. Please refer to the relevant web page for details.

4. VISA APPLICATIONS

Croatian Villas are able to supply additional documentation in support of visa/other applications. An administration charge of £35 for up to 6 persons and £50 for 7 persons and over will be charged for this service. Any postage/courier service required is charged at supplier rates and is additional to the above administration charges.

5. VISA, PASSPORT AND HEALTH REQUIREMENTS

It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.

6. CHANGES AND CANCELLATIONS BY YOU

If you wish to cancel, or amend your booking you may do so either by writing to us, e-mailing us at or faxed to ++44 (0)20 8888 0456. All cancellations will take effect from the date received by Croatian Villas. If notification is received outside our normal working hours (Monday to Friday between 9am and 5pm), then it will take effect from the next working day. In all cases a cancellation will only be accepted from the party leader. Proof of posting is not proof of receipt; therefore you are advised to also confirm all changes by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met by the supplier.

Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements. The supplier will charge cancellation or amendment charges in accordance with their booking conditions, and for the sake of convenience only, we have outlined their table of charges below. Please note that these are the supplier’s own cancellation and amendments charges, not Croatian Villas, and therefore the supplier may vary their charges as they wish, without notice to Croatian Villas. The correct charges will be notified to you at the time of your cancellation or amendments.

The charges may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure. In addition to these charges, you must pay Croatian Villas an administration fee of £30.00 per person for any amendments to accommodation bookings and £15.00 per person for amendments to care hire bookings.

Generally suppliers charge the following cancellation charges, however we must stress that these are a guide only and cancellation charges may differ from those shown here depending the supplier. The exact cancellation charges will be notified to you by the supplier at the time of cancellation and/or can be found on the relevant page on our website.

Date by which notification is received: Charge:
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
14 days or less prior to villa arrival 100% of total cost

Cancellation charges are calculated as a percentage of the total villa cost. Any booking fees or credit card charges are non-refundable. Cancellation charges exclude amendment charges which are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to re-claim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

7. INSURANCE

You are strongly recommended to take out personal travel insurance for all members of your party. Some suppliers require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.

8. SPECIAL REQUESTS

If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can’t guarantee that they will be met and we will have no liability to you if they are not.

9. CHANGES AND CANCELLATIONS BY THE SUPPLIER

We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.

10. COMPLAINTS

Because the contract for your arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the villa owner immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you. Please also send your complaint letter to us as we would be grateful for all feedback. In certain circumstances, depending on our agreement with the supplier, we may be able to mediate between you and the supplier in order to help resolve the complaint; however we cannot accept any responsibility or liability for the complaint as we act as agent only.

11. OUR RESPONSBILITY FOR YOUR BOOKING

Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

12. DOCUMENTATION & INFORMATION

All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier(s) in question and are intended to present a general idea of the arrangements provided. Not all details of the relevant arrangements can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us, providing details of the additional information needed.

The party leader is responsible for the parties taking with them correct travel documentation (passports and visas, driving licences, vehicle registration, green card, motor insurance etc).

13. OTHER DESTINATIONS AND SERVICES

These terms and conditions also apply to a property located in any other country and booked through Croatian Villas and any other services you book with Croatian Villas, including tours and excursions.

14. WEBSITE LINKS

From time to time we may establish links from the Croatian Villas website to other sites which we feel would be of interest to customers planning a villa holiday. Croatian Villas 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.

15. GENERAL INFORMATION

Please note that the following information is provided as a general guide only, to give you an idea of the expectations and standards of arrangements. This information and specific details will vary between villas and suppliers, and accurate information shall be provided to you by the supplier of the villa after booking.

15.1. ARRIVAL AND DEPARTURE

Guests are generally expected to arrive between 3.00pm and 7.00pm Croatian time and to depart by 11.00am. There may be slight variations to these times +/- one hour – you will be advised of the correct arrival/ departure times for your property on your travel documentation. If your arrival is outside these times to the supplier may impose an out of office hours charge for someone to meet you at the property. If you arrive after 10.00pm you may not be able to access the property until the following day. Croatian Villas will not be held responsible for any problems arising as a result of the party or members of the party travelling with incorrect documentation.

Details of who to meet at the property are given on the directions sheet issued to you on behalf of the supplier once we have received full payment for the property.

15.2. SECURITY DEPOSIT

All suppliers will require a security deposit to cover the cost of any damages or breakages. The deposit will be collected by the supplier on your arrival at the property and is usually €200 -€300 per property. For telephone use, internet access or other services a higher deposit may be required to cover eventual bills. You will be advised of this at the time of booking or if you decide on arrival that you wish to use additional services the higher deposit will be confirmed to you in resort by the supplier. Please ensure you have this amount of money ready when you arrive otherwise entry into the property may be delayed until the deposit is produced.

The deposit is usually refunded to you by the supplier at the end of your stay subject to an inspection of the property for damage. In some instances there may be delays of up to 8 weeks in returning the deposit due to the supplier awaiting utility bills or proof of damage. It is the supplier’s obligation to refund you the security deposit, and Croatian Villas accepts no responsibility.

15.3. WHAT IS INCLUDED IN THE PRICE

Generally, the properties are let by suppliers fully furnished and equipped. The price of all properties includes reasonable use of linen, electricity, hot and cold water. Occasionally suppliers may levy an additional charge for air conditioning/heating where available; you will be advised of this at the time of booking. Where there is a private pool, pool heating will incur an additional expense.

Not all properties will have air conditioning, and where available it will be subject to a fair use policy. If the supplier considers your use of the air conditioning to exceed the fair use policy, you may be charged for use of the air conditioning limit over and above the acceptable limits. This may be deducted from your security deposit.

15.4. TELEVISION, TELEPHONE & INTERNET ACCESS

Not all properties will have Satellite/Cable television and where available it may not include access to all channels. Please check with us prior to booking if this is important to you.

Fax machine means a fax machine can be provided. Use of telephone/ internet facilities must be paid for locally.

Not all properties will have access to the internet, and where it is available it may be quite slow due to the rural location of the property. If this is important to you, please check with us prior to booking. If internet access is available it is generally assumed that the customer will bring their own laptop and the internet usage is subject to a ‘fair use’ policy. If the supplier considers you have exceeded the acceptable fair use policy, you may be charged for the internet usage over and above those limits. This may be deducted from your security deposit. Please note that downloading movies, television programmes and/or games may be considered excessive data usage and subject to additional charges.

15.5. YOUR RESPONSIBILITIES

The supplier will expect you to 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 your holiday, and in the same state of cleanliness and general order in which it was found. The supplier may hold you responsible for any breakages, loss or damage to the property. Once again it is strongly recommended that you purchase adequate insurance cover for yourselves and all party members. The supplier may make deductions from the security deposit for any extra cleaning over the number of hours committed to departure cleaning, and to claim compensation for costs over and above the sum of the security deposit.

Generally speaking, the parking of caravans/pitching of tents is strictly forbidden by the supplier.

15.6. NUMBER OF PEOPLE USING THE PROPERTY

Suppliers will only allow those persons named at time the time of booking to use the property without prior agreement. The maximum number of people, including infants, allowed at the property may not be exceeded. The supplier may terminate the rental without prior notice and without refund if the numbers are exceeded.

15.7. ACCESS

The supplier or their representative will require reasonable access to the property to carry out urgent maintenance and/or inspection.

15.8. BEHAVIOUR

The party leader is responsible for the correct and decent behaviour of the party. Should you or a member of the party not behave in such a manner, the supplier or their local representative/agent may use their absolute discretion and ask you and the party to vacate the property without refund.

15.9. LINEN

Linen and linen change is generally included in all properties. It is advisable to take a beach towel and to check that cot linen is provided.

15.10. COMMERCIAL USE, SOCIAL EVENTS AND OTHER FUNCTIONS

Croatian Villas acts as an agent for suppliers for the private rental of a property. Use of the property for commercial purposes is expressly forbidden unless agreed with the supplier prior to booking in which case additional terms and conditions and/or insurance may apply. If you are intending to organise a private function (e.g. party, wedding, cocktail party) at the property, you must seek prior permission from the supplier. Additional charges and/or increased security deposit may be sought at the supplier’s discretion.

15.11. SECURITY AND VALUABLES

Any valuables left at the property are left at your own risk. Neither Croatian Villas nor the property owner is responsible for their loss. Suppliers may not provide refunds should you decide to vacate the property as a consequence of a burglary.

15.12. PETS

Generally, no pets are allowed at properties except with the prior written consent of the supplier. The supplier may add a surcharge and/or increase the security deposit as a result. Number of pets must be agreed with the supplier prior to acceptance of booking.

15.13. ENVIRONMENT

Please be aware that many of the properties are in rural or isolated locations and as such you may encounter flora and fauna such as mosquitoes, wasps, ants, local dogs etc as well as other environmental activities e.g. farming, drains etc. Some properties are located on non-surfaced roads.

Please note whilst we ensure that the properties offered are of the highest standards possible, they may not be equivalent to UK standards.

Many of the properties are over 100 years old and some are listed. As a result the structure and safety may not have current safety and design features. Whilst Croatian Villas makes every effort to give as much detail on each property as possible, including when it was built and whether or not it is suitable for children/people with walking difficulties, it may mean that the property may be less safe than a more recently designed/built property. Due to the rocky nature of the coastline some of the coastal properties may have steep approaches, many stairs and/or maybe perched on a rocky promontory. Whilst this provides a spectacular location it might not be suitable for certain types of customers and again every effort is made to advise you of this on the property details. As agent, Croatian Villas cannot be held liable for health and safety issues, maintenance or accidents which may occur at the property.

Please note we cannot be held responsible for any building or road workings occurring near the property. We will endeavour to advise you of any work occurring should we be made aware of it by the supplier, but work can occur at any time without the supplier’s prior knowledge.

15.14. LOW SLUNG CARS

People taking low/sports cars are advised to check with the supplier that the access to the property is suitable.

Booking Conditions for those clients who booked before 19.03.2013