Our parties and events
GENERAL
TERMS
1.
TOURIST OFFER
Travel agency
"Brazil Survive" offers the services of mediation and booking on
behalf of the provider of services and to their benefit and this way provides
accommodation for guests in accordance with the information found on the web
pages of www…………com , except in the state of emergency (war, riots, strikes,
terrorist activities, health violations, natural diasters, interventions of the
authorities etc.).
Travel agency
"Brazil Survive" (hereinafter referred to as the agency) guarantees
the authenticity of the visual documentation and the data relating to the facts
about the accommodation we offer and which are available on our web pages –
www……….com. We also guarantee the accuracy of the conditions under which the
accommodations are offered.
By paying for
one or more accommodation units from our program, you assume a legal obligation
towards us and you confirm that you agree with the general conditions of
providing accommodation services in hotels as well as in private accommodation,
which are here presented to you. All the items from the tour package present a
legal obligation both for the guest and the agency. These conditions are the
basis for resolving possible disputes that may occur between us, therefore
please be sure to read them.
2. BOOKING AND
PAYMENT
Reservations
can be made by sending an e-mail with a completed form, which can be found on
the ……….. site or by coming to one of our offices or the offices of our
partner-agencies, which are authorized to sell the accommodations we offer.
When making a reservation the guest has to supply all the information required
in the reservation form, i.e. when making a reservation in our office or in the
offices of our franchisees to submit all the documentation necessary to carry
out the proper procedure. After receiving a confirmation of the booking, we
will send you a requisition form for making the advance payment. To make the
reservation valid it is necessary to make the minimum advance payment in the
amount of 35% of the full price. ? After receipt of the advance payment, you will
receive a credit voucher containing all the necessary information about the
reservation.
For suites and rooms in private accommodation the price difference between the
advance and the total sum can be paid before using the service or in our agency
after reaching you destination. There you should present your credit voucher.
3. PAYMENTS
In order to
confirm the reservation a guest should make an advance payment. The minimum
percentage of the advance is 35% or more depending on different offers. By
paying for the reservation the guest confirms that he/she is completely aware
of all the facts and conditions under which a particular accommodation unit is
offered. The act of paying the reservation turns all the conditions presented
here into a legal obligation both for the guest and the agency
4. PROGRAM AND
PRICE OF A TOUR PACKAGE
The prices
found on " www…………….. com " pages vary from one accommodation unit to
another and are shown next to every accommodation unit.
The prices include:
For suites in private accommodation: daily renting of accommodation units,
beddings, towels, tablecloths and dish cloths, a fully equipped kitchen (except
in case the use of kitchen is not included in the package) with dishes and
cutlery, food and drinks, water, electricity and gas consumption as well as the
cleaning service once a week.
Tourist tax is not included in the price and it is charged separately per
person and per day and its amount depends on the age of a visitor, season and
destination.
Special services are the services provided by facilities in private
accommodation, which are not included in the original price (meals, renting
tennis courts, boat charter etc.), hence the guest pays them separately.
Optional services are services provided by the agency and they are not included
in the offer of the rented accommodation unit. They are paid directly to the
agency in the national currency of the country in which the service is
provided.
The prices of accommodations are in euro terms.
All above
listed prices refer to the sojurn longer than 4 spent nights. A stay shorter
than seven overnights must be in agreement with the agency. If the stay is
shorter than four overnights the respective prices are increased by 30%. In
case there is a change in prices of a particular accommodation unit after the
application has already been made and before making the advance payment, The
agency assumes an obligation of informing the guest immediately and sending a
new bill, with his/her consent. In case the prices change after the advance has
already been paid, the agency guarantees that the part remaining to be paid
will be charged and paid in accordance with the prices that were effective when
the advance for that accommodation unit was paid.
5.
CATEGORIZATION AND DESCRIPTION OF SERVICES
The
accommodation units offered: hotels, suites and rooms in private accommodation
are described according to the official categorization of the national Ministry
of Tourism and the County Tourist Bureau in the time the operating permit was
issued and upon examination of the real state of the accommodations by the
agency employees when classifying the building.
The standards of accommodation, catering, services etc. in different places and
countries are different and cannot be compared. Information obtained on the
sales outlet does not commit the agency more than the information found on our
web site. The agency commits to provide the corresponding dishes in kitchens
and the cutlery according to the number of guests in suites in private
accommodation. Every guest should find clean and tidy accommodation units and
there will be clean sheets and towels waiting for all guests. For guests
staying more than one week, the service of changing sheets, towels and dish
cloths will be provided once a week. On the day of arrival in hotels and suites
in private accommodation guests will be able to use the aforesaid
accommodations after 2:00 p.m. and on the day of departure they should leave
the accommodation unit before 10:00 a.m. The provider of services should
prepare the accommodation unit for the arrival of new guests in 4-hours time.
The key of rented accommodation units is returned in the agency or in the
accommodation unit itself.
In a case the guest is leaving the appartment after 6 pm, he is obligated to
pay rent for the current day.
6. GUEST'S
RIGHT TO CHANGE OR CANCELLATION
If a guest
wants to cancel the accommodation booked, this should be done in a written form
(e-mail, fax or mail). The date when the agency received a written notice of
cancellation is the basis for making the bill of cancellation costs in the
following way:
- For cancellation earlier than 29 days before the use of the service rented
for the purpose of handling charges and operating expenses the agency charges
10% of the total sum of the accommodation rented. The rest of the sum is
returned to the guest at the expense of the recipient.
- For cancellation from 28 to 22 days before the use of the rented service, the
agency charges 30% of the total price of the accommodation rented. The rest of
the sum is returned to the guest at the expense of the recipient.
- For cancellation from 21 to 15 days before the use of the rented service, the
agency charges 60% of the total price of the accommodation rented. The rest of
the sum is returned to the guest at the expense of the recipient.
- For cancellation from 14 to 8 days before the use of the rented service, the
agency charges 80% of the total price of the accommodation rented. The rest of the
sum is returned to the guess at the expense of the recipient.
- For cancellation from 7 to 0 days before the use of the rented service, the
agency charges 100% of the total price of the accommodation rented.
- If a guest does not show up at the destination or cancels the tour package
after the period of its use has alreadybegan, the agency charges the entire
price of the tour package. If the expenses werereally bigger than the
afore-said, the agency holds the right to charge those real expenses.
The abovementioned cancellation expenses are especially applied to the changes
in date of use of the service of the rented accommodation unit but also to all
other relevant changes. For every change of date, place or name of guests on
the reservation slip the agency will charge 20 Euros in cash. In case of
unplanned booking cancellation –force majeure, we recommend you to insure
yourself against travel cancellation with a local insurer. On the contrary, the
agency does not accept any liability.
7. OBLIGATIONS
OF THE AGENCY
The agency has
an obligation to ensure that the services are carried out, as well as to choose
a provider of services with the care of a good manager and to take care of the
rights and interests of a guest in accordance with the good tradition of
tourism. The agency has an obligation to make sure that a guest is provided
with all the services rented and thus it has a responsibility before the guest
for possible failure in performing all or some of the services rented. The
agency does not take responsibility in case of change and failure to provide
the services, which are caused by a force majeure.
8. OBLIGATIONS
OF A GUEST
A guest has
to:
- have valid travel papers. The guest bears responsibility for the expenses of
loss or theft of documents during the travel.
- obey customs and currency regulations of Republic of Croatia, as well as
those of the countries through which he or she passes on the way,
- observe the House Rules in the rented accommodation unit and cooperate in
good faith with providers of services.
- on the day of arrival at the destination a guest has to pay for the rest of
the sum, if not already done, in the office of our agency or in an office of
"www........com"
partner-agency.
Upon arrival at the rented accommodation unit, a guest has to give the provider
of services a copy of the money order that he or she got at the agency on
making the final payment and on which are stated the exact number of persons,
the time of residence and the type of services that have to be provided to
them. In case of failure to observe these regulations, a guest takes the
responsibility for ensuing expenses and he/she is liable before the agency for
the damage done.
9. LUGGAGE
The agency
does not accept liability for damaged or lost luggage nor for the theft of
luggage or valuables in the accommodation unit. A guest reports the damage or
loss of luggage to the local police station.
10. TRAVEL
INSURANCE
Our prices do
not include travel insurance for the risk of traveling and for the entire
period of time spent in the accommodation unit. We recommend you to get travel
insurance in an insurance company in your country.
11. RESOLVING
COMPLAINTS
Every guest –
contractor has a right to complain in case of failure to provide the service
contracted. If the rented services are only partially or unsatisfactorily
executed, a guest may ask for proportional compensation by submitting a written
complaint.
Complaints on services provided in suites in private accommodation:
The contractor makes a complaint on behalf of his/her guests who are staying in
the same accommodation unit.
The procedure for making a complaint:
- If upon arrival at the destination a guest is not satisfied with the state in
which he/she found the accommodations, he or she has to inform the agency, i.e.
the authorized agency representative of the cause of his/her discontent
immediately upon arrival. The guest has to cooperate in good faith both with
the representative of the agency and with the provider of services in order to
resolve the complaint.
- If the guest refuses to accept compensation accommodation or refund agreement
that is equivalent to the service that is booked and paid for, the agency will
not recognize subsequent complaints nor will it consider it necessary to
respond to it.
- The criterion of comparison of the original and the compensation
accommodation is the price found on web pages " www...............com ". The agency
cannot offer a guest services of inferior value in relation to those already
paid for.
- If a guest is not satisfied with the state of accommodations on the spot and
leaves the building finding new accommodation on his/her own, without giving
the agency an
opportunity to resolve the cause of his discontent or to find compensation
accommodation
This guest cannot ask for a refund nor make a claim for compensation,
notwithstanding the fact that his reasons might be justified. In case of
complaint and request for help, that is for arbitration of the agency, upon
receipt of the complaint, the agency has 8 hours to resolve the situation at
issue. The period between 10 p.m. and 8 a.m. does not count. If the cause of
discontent is valid, resolution of problems that led to it will be considered
as the proper solution to the situation. In case those valid causes of
discontent cannot be resolved, the agency is obliged to find compensation
accommodation for guests. Compensation accommodation is the accommodation of
the same or better quality offered in the entire tourist region of Sv. Filip i
Jakov.
In case a guest does not accept one of at least 3 alternatives of the same or
better quality, which are offered to him/her, the parties will sign a refund
agreement. Under this agreement the agency can refund the guest the maximum
amount of 50% of the sum he paid.
The parties mutually sign two copies of the refund agreement and in that case
the guest renounces the right to subsequent claims for compensation, as well as
the right to inform the media. This agreement rules out the guest's right to
consequential damage. The guest can keep one copy of this document.
12. NOTE
By paying for
the reservation the guest entirely accepts the program and the conditions of
providing services both in hotels and suites in private accommodation that are
stated here.
