General terms

GENERAL TERMS AND CONDITIONS
Traveller fully accepts Travel Reservation Terms and Conditions, which they have previously carefully studied.
Upon registration, as a reservation confirmation, the traveller pays 20% of the costs of the travel arrangement. The remaining portion of the total cost of the travel arrangement shall be paid no later than 14 days prior to arrival, if not otherwise agreed in the offer. Payment options are:
credit cards VISA, MASTER CARD, DINERS, MAESTRO and bank transfer.
Any other payment option must be firstly agreed with the staff of the tourist agency Arlen turizam.
If the booking payment is made within 14 days of arrival - deposit payment option will not be offered, and the total amount is required to be paid by credit card or bank transfer.

SERVICE PRICE AND CURRENCY
The price list for accommodation and services is published on the website. Optional services that are listed but not selected at the time of booking will not be included in price payable and if later required, traveller will have to pay for these separately. It is recommended that these services are ordered during booking procedure. If traveller asks for a special service during the trip, they must pay for it on the spot in the currency of the destination country.
The prices published on the websites that are expressed in EUR were formed based on the local currency KUNA (HRK) price and using the exchange rate of National bank of Croatia.
During online credit card payment the actual price payable is charged in KUNA and therefore may slightly fluctuate from the amount payable expressed in EUR.

TRAVEL DOCUMENTS
Travel document, that is, confirmation of the total payment with check-in details, will be sent by e-mail and in case of private accommodation will be used as a voucher. For hotel and apartment accommodation outside the town of Poreč, voucher will be sent via e-mail.

FACILITY CATEGORIZATION AND DESCRIPTION
The accommodation facilities offered are described according to the official categorization of the respective country in force at the time of their publication on the website according to data from the respective facilities sent to Arlen turizam d.o.o.
Food, conveniences and other services provided by the hotel/apartment are under observation of local tourist boards. Standards of accommodation and services are different and not comparable. Arlen tourist agency assumes no responsibility for any verbal or written information obtained from a third party that is inconsistent with the description of services and facilities on the websites. Arlen turizam d.o.o. is not liable in case of incorrect information provided by their business partners - accommodation owners.

APARTMENT AND HOTEL ACCOMMODATION
Accommodation checkin to a room/apartment is usually not possible before 2:00 p.m. on the service start date, and checkout is usually by 10:00 a.m. on the service end date. Arrivals after 7:00 p.m. must be announced in advance.
Pets are allowed in certain accommodation objects, with an obligatory additional fee.
Only registered guests can use accommodation, unless a timely notice of change was given.

TRIP CANCELLATION
If the traveller terminates a paid travel arrangement, Arlen shall keep the following amounts from the full package price:
• more than 30 days before arrival - 10% of the total travel arrangement price, to cover handling costs
• 15-30 days before arrival - 30% of the total travel arrangement price
• 0-14 days before arrival - 100% of the total travel arrangement price
• ‘no-show' - 100% of the total travel arrangement price
Arlen shall charge only actual substitution expenses if the traveller terminates the travel contract and finds another client for the same reservation.

CANCELLATION by Arlen turizam d.o.o.
In case Arlen turizam d.o.o. must cancel a previously booked facility due to occurrence of extraordinary or unforeseen circumstances, Arlen is obliged to offer a replacement of the same or higher quality, or refund the money paid for the reservation.
Travellers are required to have valid passports. In case of trip cancellation due to invalid traveller documents, which would cause additional damage to Arlen turizam d.o.o., the traveller is obliged to compensate the incurred damage. If travel documents are lost or stolen during the trip, travellers bear the costs of issuing new documents. Arlen turizam is not liable for the decisions of customs and police or other government bodies, which deny traveller the entry to certain countries.

COMPLAINTS
It is in the traveller's interest to try to resolve their complaint immediately at the destination. If there is no improvement even after the complaint, the customer should ask for a certificate from which it is evident that the service has not been provided, i.e. that it has not been provided in the stipulated way. Traveller must submit this certificate along with a written complaint.
Traveller is required to submit a written complaint within 8 days from the end of the trip. If the traveller submits a written complaint after the expiry of that term, Arlen turizam d.o.o. is not obliged to consider such complaint.
The organizer is obliged to make a written decision regarding the complaint within 14 days after the receipt of the complaint, and it can postpone the term for making the decision about the complaint by another 14 days on account of collecting the information. The organizer shall resolve only such complaints, which could not have been eliminated at the very place of the stay.
While the procedure of resolving is under way, but 14, i.e. 28 days after lodging of the complaint at the most, the traveller irrevocably waives the right of mediation by any other person, the arbitration by UHPA or other institutions as well as providing information to the media. During the same period, the customer also waives the right to sue.
The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or the entire package amount.
Traveller and Arlen will endeavour to resolve disputes amicably.

OBLIGATIONS OF Arlen turizam d.o.o.
Arlen turizam d.o.o. is obliged to take care of the services provided, as well as the choice of service providers, with diligence of an orderly and conscientious businessman and to take care about the rights and interests of travellers in accordance with good practices in tourism.
Arlen is obliged to provide to the traveller all the contracted services for a particular package, and to provide answers in case of eventual failure to perform services or a part of services.

OBLIGATIONS OF THE TRAVELLERS
The traveller is obliged to meet the requirements anticipated by the regulations of the Republic of Croatia and the country through which they travel and to observe the house rules at the hotel facilities and apartments.
The traveller is personally responsible for the damage they caused and shall cover the damage at the hotel reception or to the owner of the apartment.

PERSONAL DATA PROTECTION
The traveller provides personal information (name, email, address, password) voluntarily. Personal information is required for the process of realization of services and is used for further communication with regards to reqested service. Personal information will be kept in the database. More about personal data protection can be found in our Privacy statement.

REVIEWS & RECENSIONS
Arlen reserves rights to publish on www.arlen.hr website any accommodation or services review submitted to Arlen by its guests. In the case the guest does not want to have their review visible, they can request a removal of their published review and Aren will comply within the shortest time possible.