GENERAL CONDITIONS OF RENTING SERVICES IN PRIVATE ACCOMMODATION

1. PROPOSAL CONTENT

Tourist agency "Kuki Info", Bocakova 23, 10380 Sv. Ivan Zelina (in following text Agency), guarantee for authenticity of image records and data related to characteristics of accommodation units from our proposal that is available on the Internet pages www.kuki-info.hr, as well as for the authenticity of conditions under which they are offered.

Agency takes a duty to ensure accommodation to the guest in leased capacities in reserved period, except in case of unprecedented conditions (war, riots, strikes, terroristic actions, sanitary disturbances, accidents due to natural forces, interventions of authorities and similarly).

By leasing one or more accommdation units from our program you create legal relations with us, and with this you confirm that you are agree with general conditions of renting services in private capacities that you can read here. All that stays in agreement is a legal duty for guest as well as for the Agency. This conditions are the basement for solving eventually rising conflict between us, so we kindly ask you to read this obviously.

2. REGISTRATIONS

Registrations for reservation of accommodation are initiating electronicaly, fulfilling for this expected form available on Kuki Info web site or they are receiving in offices of our Agency as well as offices of Kuki Info partner agencies that are authorized to sale accommodation capacities from our offer. At registration guest obviously express all data that are asking in a form for reservation, or at registration at our office or offices of our authorized partners he has to submit all documents necessary for performing obligatory procedure.

3. PAYMENTS

To confirm registered reservation guest makes payment in advance. Percentage of cashe advance vary from object to object and it is announced with each arrangement. The rest till the total value of arrangement the guest pays on day of arrival at office of our Agency or at office of Kuki Info authorized partner that is closest to leased object.

By reservation payment the guest confirm that he is completely introduced to all characteristics and conditions under which determined accommodation unit is offered to him. With the act of reservation payment all that stays in this conditions become a legal duty to guest and to Agency.

4. CONTENT AND PRICE OF ARANGEMENT

The prices announced on Kuki Info web pages vary from object to object and they are pointed out beside each accommodation unit. Mentioned prices include: daily lease of accommodation units, bed-clothes, equiped kitchen (except tghe subject of lease is room without use of kitchen) with required dishes and cutlery, consumption of water, current and gas.

Special services are services that accommodation unit offers but they are not included in price of lease (feeding services, rent a boat and similarly) and therefore the guest these services pay separatly. Special services have to be asked at registration they are additional expenses to the price of arrangement and they are part of total amount.

Optional services are services that offers tourist agency and they are not related to offer of leased accommodation unit. They are paid to tourist guide or representative of Agenc in a national currency of country where the service is supplied.

Prices of accommodation units are announced in euros. Agency keep the right of accommodation price changes in case of price change from the service supplier.

All mentioned prices are related to stay longer than 3 days. If the stay is shorter than 4 tourist days mentioned prices will be increased for 33,33%.

In case of price change after registration of reservation, but before payment Agency takes a duty to inform the guest about that and with his agreement to send him new proposal.

In case of price shange after payment of cash advance Agency guarantee to the guest that the rest will be paid according to the proposal the guest have printed and decided to reserve accommodation unit.

5. CATEGORY OF ACCOMMODATION UNIT AND DESCRIPTION OF SERVICES

Offered accommodation units are described according to official category system of local tourist organization at the time of issue license for work, and according to inspection into real state of accommodation from the side of Kuki Info agent at processing of object.

Standards of accommodations, feeding, services and other in different countries are different and not comparable. Informations that passenger get on sales place don't obligate Agency in greater measure than informations presented on our Internet pages.

Agency is obligated to ensure in each accommodation unit, according to number of persons accommodation unit is assigned to corresponding dishes and cutlery. Each guest has to get clear and orderly accommodation unit and clear bed-clothing. For guests that stays more than one week bed-clothes and towels will be changed once weekly.

On day of arrival guests come after 2 PM, and on day of departure the guests leave accommodation before 10 AM. Service provider in 4 hours put the accommodation unit in a state acceptable for new guests.

Key delivery for leased accommodation units is in object from the side of service provider.

6. AGENCY RIGHTS ON CHANGES AND CANCELLATION

Agency can suggest changes of reserved accommodation or cancel leased accommodation capacities completely or partly if before or at the time of vacation exceptional conditions that cannot be avoided neither eliminated occur, and these conditions would be the reason that Agency don't announce proposal and receive registrations and confirmations of lease of accommodation units.

If Agency has a possibility to offer alternative to the guest, change of reserved accommodation can be performed only if guest accept it. Offered alternative has to be of the same or greater quality form the quality of the reserved accommodation. Eventual difference in price between reserved accommodation and accepted alternative goes to the exepense of Agency.

Agency is obligated to inform all guests that by payment of cash advance confirmed reservation about changes in reservation or cancellation immediately after appearance of exceptional conditions and in case of impossibility of finding alternative accommodation to return not realized amount decreased for administrative agency expenses.

7. PASSENGER RIGHTS ON CHANGES AND CANCELLATION

If the guest wants to cancel reserved accommodation it has to do that in written way (e-mail, fax or post).

Date when Agency received written notification obaout cancellation represent the basement for calculation of cancellation expenses in a following way:

• for cancellation till 29 days before the start of using leased service on the name of handling charges and administrative expenses agency charges 10% of whole amount for leased accommodation The rest of money Agency returns to guest at his expense
• for cancellation from 28 till 22 days before the start of using leased service on the name of handling charges and administrative expenses agency charges 30% of whole amount for leased accommodation The rest of money Agency returns to guest at his expense
• for cancellation from 21 till 15 days before the start of using leased service on the name of handling charges and administrative expenses agency charges 60% of whole amount for leased accommodation The rest of money Agency returns to guest at his expense
• for cancellation from 14 till 8 days before the start of using leased service on the name of handling charges and administrative expenses agency charges 80% of whole amount for leased accommodation The rest of money Agency returns to guest at his expense
• for cancellation from 7 till 0 days before the start of using leased service on the name of handling charges and administrative expenses agency charges 100% of whole amount for leased accommodation The rest of money Agency returns to guest at his expense
• if the guest don't come to destination or cancel arrangement after the start of it Agency charges the whole amount of arrangement.

If really originated expenses are greater than it is earlier described Agency takes the right to charge really originated expenses. Mentioned cancellation expenses is applying specially at changing period of using services in accommodation unit, but also for other important changes.

If the guest that cancel leased accommodation capacities at cancellation of reservation find new user of the same reservation Agency charges only expenses originated by replace.

If cancellation of reservation is caused by Act of God on the side of guest, Agency charges only really originated expenses, whole amount of which mustn't pass 33,33% of leased service amount. The rest of money will be returned to the guest.

Immediately after determining of exact amount of money that has to be returned to the guest at expense of sender payment will be made exclusively to transfer account of the guest or his currency account if the guest lives abroad.

8. AGENCY OBLIGATIONS

Agency is obligated to take care about services and selection of services suppliers as a good manager as well as to take a care about rights and interests of guests according to good manners in tourism.

Agency is obligated to ensure all leased services to the guest and it is responsible to the traveller if some leased services or part of servicers are not offered.

Agency excludes responsibility in case of changes and non-execution of services caused by Act of God.

9. GUEST OBLIGATIONS

Guest is obligated:

• to have valid travel documents. The guest bears expenses of losing or stealing documents during a travel
• to respect custom and currency regulations of Republic of Croatia and other countries where he stays during a travel
• to hold on to house order in leased accommodation unit, to cooperate to service suppliers in good manner
• to show voucher with exactly marked number of persons and type of services that has to be offered at arrival. The voucher will be sent to the guest's address immediately after payment of reservation.
• to settle unpaid part of invoice at office of our agency or at office of partner agency if he didn't do that earlier

In case of not respecting of this duties guest bears responsibility for therefore originated expenses and is responsible to the Agency for made harm

10. LAGUAGE

Laguage is transporting on the risk of guest, so we recommend insurance of laguage at insurance company.

Agency is not responsible for damaged or lost laguage, as well as for stealing of laguage or jewelry in accommodation unit. Registration for damaged or lost laguage traveller initiates to supplier of services and authorized police station.

11. TRAVEL INSURANCE

Agency offers to the guest a possibility of accepting travel insurance "package", that includes following:

• health insurance during the stay in Republic of Croatia,
• laguage insurance,
• insurance from consequences of accident,
• insurance from travel cancellation,

Guest can accept travel insurance "package" at registration fulfilling reservation form. At final calculation this services will be specially calculated. The guest will be introduced to prices of insurance company services and agency's revenue for the services. Confirmation about payment of travel insurance "package" will be attached to the voucher and sent to the guest's address.

12. SOLVING OBJECTIONS

Each guest with contract has a right of objection because of non-executed settled service. If leased services are not offered completely or quality the guest can require proportional reparation by attaching written objection. Each guest with contract brings an objection separately.

Procedure with objection:

• if the guest on the destination is not satisfied with the state of object (accommodation unit) he is obligated to inform Agency or authorized representative of Agency immediately after arrival about reasons of his unsatisfaction. In case that he cannot enter in contact with Agency or authorized representative not adequate service with explanation the guest complains to service supplier. The guest is obligated to cooperate with Agency representative as well as with service supplier in a good manner to remove the causes of objection. If the guest don't accept proposed solution of objection according to reserved and paid service Agency will not accept later guest's complaint and it will not be obligated to answer on it.
  Measure of comparability of basic and replacement service Measure of comparability of basic and replacement service is the price announced on "Kuki Info" internet pages. Agency mustn't offer the guest replacement services of less worth than leased services
• if the guest on destination would not be satisfied with the state of object (accommodation unit) and he leaves object and finds another accommodation of his own initiative and don't give the chance to Agency to remove the cause of his unsatisfaction or eventually find another accommodation, such guest cannot require return of money neither initiate accusation for compensation of disadvantage independently of fact if his reasons were legitimate or not.
  In case of objection and request for help or arbitration of Agency Agency have 8 hours after receiving complaint to resolve debatable situation. The time between 10 PM and 8 AM is excluded from this period. If the reasons for unsatisfaction are legitimate the solution of the situation will be removal of causes that initiated this situation. If these causes cannot be removed Agency is obligated to find another accommodation.
• If it would not be possible to guest and Agency representative to find common solution they make written confirmation about that in 2 copies and both sign the confirmation. Traveller takes one copy.
• at latest 7 days after return form the travel (Sundays are excluded) traveller initiates written objection to the headquarters of Kuki Info Agency and attaches written confirmation signed by him and authorized Agency representative and eventual invoices related to additional expenses that replacement of accommodation units caused. Agency will take in procedure only completely documented complaints that will be received in mentioned term of 8 days.
• Agency is obligated to bring written solution for this objection in term of 14 days after receiving objection. Agency can prolong the term of objection solving due to collecting informations and checking of cites of complaint at service supplier for 14 days. Agency will solve only those complaints where the cause couldn't be removed in a place of vacation.
• till the Agency bring the solution the guest quits mediation of other person, arbitration of UHPA, court or giving informations to newspaper. In case that guest acts opposite to this rule, because of violation of procedure, independently of foundation of guets's cites Agency have right to ask for reparation of injury such procedure of guest caused.

The highest reparation for objection can reach the amount of marketed part of service and cannot include already used services as well as complete amount of arrangement. By this the right of guest on not material injury is excluded.

13. COMPETENCE OF COURT

If the guest is not satisfied with the solution of Agency he has right on court arbitration. For such case competent court is court of first instance in Zagreb.


Zagreb, 2nd of January 2005