Terms and Conditions

General Terms and Conditions for Accommodation Services

Poreč, 2.4.2022

CONTENT OF THE OFFER

The subject of this agreement is to define the relationship between the travel agency Luxistria Rent, Partizanska 6A, Poreč, VAT ID: 85639407715, email: info@luxistria.com (hereinafter referred to as Luxistria), acting in its own name but on behalf of the contractual lessor on one side, and the accommodation user (hereinafter referred to as the guest) on the other side, during the accommodation reservation process from the offer available on the website www.luxistria.com.

The travel agency Luxistria provides accommodation services in accordance with the published information, description, and period as confirmed in the reservation. By paying the deposit for the reservation of the selected property for the requested period, you unconditionally accept these General Terms and Conditions. Luxistria reserves the right to amend these General Terms and Conditions, which will be published on the Luxistria website www.luxistria.com and shall enter into force on the date of publication.

RESERVATIONS AND PAYMENTS

Inquiries and accommodation reservations are received electronically, in writing, or in person at the Luxistria agency office.

By making a reservation, the guest confirms that they are familiar with these General Terms and Conditions of accommodation services and that they fully accept them. In this way, everything stated in these General Terms and Conditions becomes a legal obligation for both the guest and the Luxistria Travel Agency. When making a reservation, the guest is required to provide all information requested by the reservation process. Regardless of whether the reservation is made directly with the guest or through the agency’s partner, upon receipt of the reservation confirmation the guest/agency must pay an advance of 30% within the next 5 days, thereby definitively confirming the reservation. The remaining amount must be paid 30–60 days prior to arrival, depending on the property in question. For reservations made within 30 days prior to arrival, the total reservation amount must be paid within the following 48 hours. Payment for reservations made within 30 days prior to arrival must be confirmed by the guest with a written confirmation (email) as proof of payment.

ACCOMMODATION PRICE

The accommodation price includes the basic service as described for the accommodation unit in the reservation. Additional services are those services that are not included in the accommodation price (in the accommodation description explicitly marked as “by arrangement” or additional services available upon prior notice), and are therefore paid separately by the guest. These services must be requested at the time of booking.

The prices of accommodation in confirmed reservations are stated in euros per property and per night. If more people arrive at the reserved accommodation unit than stated in the reservation, the service provider has the right to refuse accommodation to unregistered guests or to accept all guests with an additional charge for the unregistered guests on the spot.

CATEGORIZATION AND DESCRIPTION OF SERVICES

The accommodation units offered are described according to the official categorization of the competent institution, as well as based on an inspection of the actual condition of the accommodation at the time of publication. Standards of accommodation, food, services, and other offerings vary between different destinations and countries and are not comparable.

Information provided to the traveller at the point of sale does not bind the agency to a greater extent than the information published on the website www.luxistria.com, or in the catalogue and other printed materials of the agency.

RIGHT OF THE LUXISTRIA TRAVEL AGENCY TO CHANGES AND CANCELLATION

The Luxistria Travel Agency reserves the right to change a reservation if extraordinary circumstances arise that cannot be foreseen, avoided, or eliminated. The reserved accommodation may be replaced only with prior notice to the guest, with accommodation of the same or higher category and at the same price as the one confirmed by the guest at the time of booking.

If replacement accommodation is only available in a higher-category property with a price exceeding the original reservation by more than 10%, Luxistria Travel Agency reserves the right to charge the price difference upon consultation with the guest.

In the event that it is not possible to replace the paid accommodation, Luxistria Travel Agency reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of the service, and guarantees a full refund of the amount paid. If adequate replacement is not possible on the day the service begins, Luxistria Travel Agency will make efforts to provide the guest with information about possible accommodation not offered by Luxistria Travel Agency and will in any case refund the full amount paid for the reservation.

GUEST’S RIGHT TO CHANGES AND CANCELLATION

In the event that the guest wishes to modify or cancel a reservation made upon their request, they must do so in writing (by email or post). A change is considered to be a change in the number of persons or the start and/or end dates of the service, no later than 60 days before the start of the service. The first reservation change, if possible without additional costs, will be made free of charge. If the change of reservation is not possible and the guest therefore cancels the confirmed reservation, the cancellation conditions stated below shall apply. A change of accommodation unit and any changes within 60 days before the start of the reservation, as well as during the use of the reservation, are considered a cancellation of the reservation.

Payment and cancellation conditions depend on the type of payment and cancellation policy to which a particular accommodation unit belongs:

FLEXY 30 NEW

Payment: 10% upon reservation and the remaining amount (90%) no later than 30 days before arrival.

In case of cancellation, the following applies:

Cancellation notified 30 or more days before arrival: the paid deposit is refunded
Cancellation notified between 29 days and the day of arrival or NO SHOW: 100% of the total reservation price is charged
For each cancellation, a €50 processing fee is charged

FLEXY 30

Payment: 30% upon reservation and the remaining amount (90%) no later than 30 days before arrival.

In case of cancellation, the following applies:

Cancellation notified 30 or more days before arrival: the paid deposit is refunded
Cancellation notified between 29 days and the day of arrival or NO SHOW: 100% of the total reservation price is charged
For each cancellation, a €50 processing fee is charged

STRICT 30

Payment: 30% upon reservation and the remaining amount (70%) no later than 30 days before arrival.

In case of cancellation, the following applies:

Cancellation notified 30 or more days before arrival: 30% of the total reservation price is charged
Cancellation notified between 29 days and the day of arrival or NO SHOW: 100% of the total reservation price is charged

STRICT 60

Payment: 30% upon reservation and the remaining amount (70%) no later than 60 days before arrival.

In case of cancellation, the following applies:

Cancellation notified 60 or more days before arrival: 30% of the total reservation price is charged
Cancellation notified between 59 days and the day of arrival or NO SHOW: 100% of the total reservation price is charged

The cancellation date is considered to be the date when the cancellation notice is received (if this falls on a Sunday or public holiday, it will be considered received on the next working day). In case of no-show or an unannounced late arrival, the Luxistria Travel Agency retains the full reservation amount.

If the traveller does not arrive at the reserved accommodation by midnight on the day the service begins and has not notified the agency or service provider, the reservation is considered cancelled and cancellation charges are applied according to the conditions stated above.

OBLIGATIONS OF THE LUXISTRIA TRAVEL AGENCY

The duty of the Travel Agency is to ensure the provision of services as well as the selection of service providers, and to take care of the rights and interests of the guest, in accordance with good tourism practices. The Travel Agency shall fulfill all of the stated obligations in full and in the manner described, except in extraordinary circumstances.

OBLIGATIONS OF THE GUEST

The guest is required to:

submit travel documents to the agency,
comply with customs and foreign exchange regulations of the destination country,
respect the house rules of the accommodation facilities and cooperate with service providers in good faith,
upon arrival at the destination, present the document confirming payment for the service to the service provider (voucher received by post or email),
check whether a visa is required for entry into the destination country or neighbouring countries.

In case of non-compliance with these obligations, the guest shall bear the costs and be liable for any damages incurred. By confirming the reservation, the guest agrees that, if they cause any damage, they will compensate the service provider for all resulting damages on the spot.

BAGGAGE

The Travel Agency is not responsible for damaged, destroyed, or lost baggage, nor for the theft of baggage or valuables within the accommodation facility. Lost baggage or theft must be reported to the accommodation service provider and the competent police station.

HANDLING COMPLAINTS

If the services from the Travel Agency’s offer have been provided, the guest may request proportionate compensation by submitting a written complaint. Every guest has the right to file a complaint regarding an unfulfilled paid service. Each guest—the holder of a confirmed reservation—must submit their complaint separately.

Complaint procedure:

The guest is required to immediately report any inadequate service to the service provider on the day of arrival and inform the agency accordingly. If the guest does not accept the solution offered on site, which corresponds to the paid service, the agency is not obliged to consider a subsequent complaint (if an adequate alternative in the same property is available, the guest is obliged to accept it). The Travel Agency does not accept complaints related to contents not directly part of the accommodation facility (street works, beach cleanliness, condition of nearby buildings, etc.).

If the guest does not report the issue on site, they are not entitled to a refund.

The maximum compensation per complaint may not exceed the value of the disputed part of the service and cannot include services already used or the total price of the service. This excludes the guest’s right to compensation for abstract or consequential damages.

The Travel Agency cannot be held responsible for climatic conditions, sea cleanliness or temperature at the destination, or any other similar situations and events that may cause guest dissatisfaction but are not directly related to the booked accommodation unit.

PERSONAL DATA PROTECTION

The user provides personal data to the Travel Agency voluntarily. The guest’s personal data are required for the execution of the requested service and will be used for further mutual communication (e.g., booking confirmation, payment instructions, service updates).

The Agency undertakes not to transfer users’ personal data outside the country or disclose them to third parties, except to partners involved in the execution of the contracted service (e.g., accommodation providers, airlines, transport providers).

Users’ personal data will be stored in a database in accordance with the policy on the collection, processing, and storage of personal data.

NOTE

By paying the deposit, or the full amount for the accommodation reservation, the guest fully accepts these Terms and Conditions.

DISCOUNTS

In the case of simultaneous promotions, discounts are not cumulative. Discounts do not apply to last-minute offers.

JURISDICTION OF THE COURT

If the guest is not satisfied with the complaint resolution, they have the right to seek judicial arbitration. In such a case, the court in Poreč shall have jurisdiction.