General conditions

1. INTRODUCTION

Agency NIK is doing mediation and booking on behalf of service providers and for their benefit and also provides guest accommodation according to information available on the pages www.nik.hr, except in case of exceptional circumstances (war, riots, strikes, terrorist activities, health disorders , natural disasters, local authorities etc.).

Turist agency "NIK", Ante Šupuka 5, 22000 Šibenik MB 3630960 (hereinafter referred to as agency), guarantees as for the authenticity of image files and data related to the characteristics of units in their bids , which is available on the website - www.nik.hr, and for the authenticity of the conditions under which they are offered.

By paying one or more units in our program is based relationship with us , and you confirm that you agree with the general terms of providing accommodation services in hotels and private houses of individuals, and that you are on this occasion provided. Everything stated in the offer represents a legal obligation for the customer and the agency.  These conditions are the basis for resolving any disputes between us, therefore please be sure to read them. 

2. REGISTRATION, RESERVATIONS AND PAYMENT

Applications for accommodation are sent electronically filling in the form available on nik.hr web site or are received in our agencies and in the offices of our partner agencies. When you sign the guest is obliged to disclose all information that are provided in the reservation form, odnosno prilikom prijave u našoj poslovnici ili poslovnicama NIK ovlaštenih zastupnika to submit all the documents necessary for carrying out the prescribed procedures .

Once we receive your reservation confirmation, we will send you a form for advance payment. Reservation is valid with a paid deposit  Reservation is valid with a paid deposit of minimum 40%.

After receiving the advance payment, you will receive a credit voucher, which contains all necessary information about the reservation.

  • For accommodation in a hotel and suites/rooms in private accommodation other 70% the guest is required to pay at least 21 days before arrival. 
  • If Your arrival is within 21 days You will need to pay the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid.

3. PAYMENT

The client must make the payment of 30 % of the total reservation amount to confirm the reservation.. The amount can be more depending on the offers. The other 70% the guest is required to pay at least 21 days before arrival. 
If Your arrival is within 21 days You will need to pay the full amount within 24 hours (not counting Saturdays, Sundays or holidays) to make the reservation valid.

By making the payment of the reservation the client certifies that he/she is completely familiarized with all the details and conditions under which the reservation of the accommodation service is provided. By making the payment all the conditions and terms specified in this contract become legal obligation for both the client and the Agency.

4. ACCOMODATION ARRANGEMENT DETAILS AND PRICE

Cijene objavljene na "www.nik.hr" stranicama variraju od objekta do objekta, te su istaknute uz svaku smještajnu jedinicu. Navedene cijene u sebi uključuju:

  • for hotel accommodation: only those services stated in the chosen accommodation unit offer
  • for the private accommodation: daily rental of the accommodation, bed linen, equipped kitchen with dishes and cutlery (except when the accommodation unit booked is a room without the use of kitchen) and gas, water and electricity expenses.

Additional services are services that are provided in the accommodation facility but are not included in the rental price (such as food service, use of the washing machine, boat rentals, etc.). The client pays for them additionally and only if he/she uses those services.

Optional services are services that are offered by agency, but they are not bound to the offer of the given accommodation unit. They are paid directly to the agency in the national currency of the country where the service is provided.

The prices of the accommodation units are given in Euro.

All prices are for stays of seven nights. For staying less than seven days requires the approval of the agency. If the stay is less than four nights rates are increased by 30%.

The Agency reserves the right to change the prices on its website in case that the service provider changes the prices of the accommodation and/or of the additional services. If the price of a certain accommodation unit changes after the client has applied for it and before the deposit payment, the Agency is under obligation to inform the client of the change and send the client another calculation upon the approval.

In case that the price changes after the deposit payment has been made, the Agency guarantees that the rest of the amount will be paid according to the calculation based on the initial price of the accommodation unit.

5. SERVICE CATEGORIZATION AND DESCRIPTION

The offered accommodation units are classified according to the official categorization of the local tourist board at the time of the work permit issuance, and according to the current conditions of the accommodation unit found upon the inspection of the Agency personnel.

The standards of accommodation, food, and other services of different places and countries vary and are not suitable for comparison. 

The information the client receives at the accommodation providing place does not put the agency under obligation more than the information published on the agency website.The agency guarantees that a kitchen facility in every accommodation unit is equipped with corresponding dishes and cutlery required for the number of the people staying in the unit. Upon client's arrival accommodation unit must be clean and tidy with clean bed linen and towels. Bed linen and towels are being changed on weekly basis for clients staying longer than one week.  

The time of arrival at the accommodation unit is after 2:00 PM, and the time of departure on the last day of the reservation is no later than 10:00 AM.  4 hours are needed by the accommodation service provider for cleaning and preparing the accommodation unit for the next client.

The key of rented units are given to the clients in the agency or in the facility.

6. CHANGES AND CANCELLATION BY THE CLIENT

If the traveler wishes to change or cancel the reservation, it has to be in written (e-mail, mail or fax) . The date when the agency received written notice of cancellation is the basis for the calculation of costs in the following way:

Hotel accommodation:
  • Cancellations done 21 day before the quest arrival NO penalty will be charged.
  • Cancellation made between 20-15 before the guest arrival - will be charged for 50% of the total amount
  • Cancellation made between 14-8 before the guest arrival - will be charged for 80% of the total amount
  • Cancellation made between 7-0 days before the guest arrival or NO SHOW - will be charged for 100% of the total amount
Private accommodation:
  • For a cancellation occurring up to 29 days before the start of using the service booked the Agency charges 10 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 28 to 22 days before the start of using the service booked the Agency charges 30 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 21 to 15 days before the start of using the service booked the Agency charges 60 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 14 to 8 days before the start of using the service booked the Agency charges 80 % of the total price of the accommodation booked on behalf of handling and administrative charges . The rest of the amount will be refunded to the client at the expense of the payee.
  • For a cancellation occurring from 7 to 0 days before the start of using the reserved service the Agency charges 100 % of the total price of the accommodation booked.

If the guest does not arrive to the destination or cancels the arrangement after its inception, the agency charges the entire amount.

If the actual costs are higher than presented above, the Agency reserves the right of charging all the actual costs. The above cancellation fees will apply and in particular the changes of the reservation unit, but also to other major changes.

If, during the reservation, the traveler expects he could cancel the reservation for some reason, Agency recommends Cancellation insurance. Otherwise, the agency is not responsible.

7. AGENCY'S OBLIGATIONS

The Agency is responsible for the execution of services and selection of the service providers. The Agency must also concern over the rights and interests of the client in accordance with the good practice in tourism.

The Agency is responsible to assure that the client receives all the services he/she has booked, and is therefore liable to the client for a possible non-provision of the services or a part of the services the client paid for.

The Agency is not responsible if the non-provision of the service is due to a case of force majeure in the client's country or in the country where the service is to be provided (war, riots, strikes, terrorist attacks, natural disasters, official authority interventions, etc.), which results in preventing the client to stay in the booked accommodation unit. In this case the client is not entitled to a reimbursed of the deposit amount.

8. CLIENT'S OBLIGATIONS

The client is under obligation:

  • to possess valid travel documents for each person (including travel documents for children and documents required for pets). The cost of loss or theft of these documents is borne by the client,
  • to obey with the customs and currency regulations and laws of the Republic of Croatia as well as with those of the transit countries during the journey,
  • to obey the house rules of the accommodation unit booked, and cooperate in good will with the service providers.
  • to pay the unsettled amount on the day of arrival at the Agency, if that amount has not been paid prior to arrival,
  • to present the voucher, in which the correct number of persons and type of services to be provided are stated, to the service provider, on the day of arrival at the accommodation facility.

If the client does not obey the above stated regulations, the client can be denied of accommodation service provision and in this case the client is not entitled to claim the compensation or the refund of the paid amount.

9. LUGGAGE

The Agency does not hold any responsibility for loss or damage to luggage, nor for stealing of luggage or valuable items from the accommodation unit. The report of lost, damaged or stolen luggage is made by the client to the nearest police station.

10. TRAVEL INSURANCE

Our prices do not include travel insurance from the risk of traveling and for your entire stay in the unit. We recommend travel insurance through your insurance company.

11. SOLVING COMPLAINTS

Every traveler, holder of the contract, has the right to complain to the non-performance of the agreed service.  If the services offered are not entirely fulfilled, or below the quality standard, the traveler may require a partial compensation by submitting a written complaint.

For services offered in the hotel: customer reports complaints to the head of the reception desk, If the reason for complaint does not remove the guest is obliged to immediately report the complaint to the agency whose representative in contact with the hotel will work to eliminate the cause of complaint. If the cause is not resolved by agencies intervention, customer submits a written complaint and asks the chief or the hotel reception to sign it. Within 15 days after returning from the trip the client has to deliver a complaint in writing to the headquarters agency, enclosing the written complaint. The Agency is obligated to respond to the guest within 15 days of receipt of the complaint and to pay damages if it is determined that the cause of the complaint oversight agencies or service providers. 

For services offered in apartments in private accommodation: The contractor filed a complaint on behalf of all guests who are staying in the same unit. 

The procedure for making a complaint:

  • If the traveler is not satisfied with a specific situation upon arrival, he is obligated to inform the agency representative immediately, giving explanation to his dissatisfaction. The traveler is obligated to cooperate with the service provider and agency in good will to solve the problem.
  • If the client does not accept the alternative accommodation, the Agency will not take into consideration any complaint subsequently submitted and is under no obligation to respond to it. 
  • The criteria for comparison of the reserved accommodation unit and the alternative accommodation unit is the price advertised on the Agency website.. The agency can not offer a guest a less value than paid.
  • If the client is not satisfied with the current provided service and therefore decides to leave the accommodation unit and individually finds an alternative accommodation without informing the Agency or without waiting for the complaint to be resolved or an alternative accommodation to be provided within the settled period of eight hours the client is not entitled to a refund of the amount paid or to claim compensation, regardless of the validity of the complaint.

In  case of a complaint and request for assistance, the agency has a period of 8 hours from the moment upon receiving the complaint to resolve and alleviate the situation. The time period of 10p.m to 8a.m the following morning is not included in this resolution period. In case the condition of the complaint cannot be resolved, the removal of the cause of the complaint will have to be considered as a solution to the complaint.If they are legitimate causes of discontent and cannot be rectified, the agency is required to find alternative accommodation for guests. Alternative accommodation must provide the same or better quality in the entire tourist region Sibenik (from Murter to Rogoznica cca 50 km).

If the customer does not accept one of at least three alternatives of the same or better quality, the parties signed an agreement on the return. With this agreement, the agency may refund the guest up to 50% of the payment by the customer.

The parties mutually signe agreement on the return in two copies, and the customer in this case waives subsequent claims for compensation, as well as providing information to the media. This agreement excludes the right of the client to consequential damages. Customer retains a copy of this agreement.

12. WARNING

Upon booking, the customer fully accepts the application and conditions herein set forth to provide accommodation in hotels and apartments in private houses owned by individuals.


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