Istria home travel agency d.o.o. – General terms and conditions
1. The Subject of the Contract
The subject of this contract is the settlement of relations between the travel agency Istria home d.o.o.,
Partizanska 13, HR-52440 Poreč, OIB: 24296118392 , ID-CODE: HR-AB-52-040287182, Tel. +385 52 495 928, e-mail
firstname.lastname@example.org (hereinafter referred to as ISTRIA HOME) on its name and on behalf of the contractual lessor on one side, and for the accommodation user (hereinafter the guest) on the other side, during the process of booking
accommodation from the offer of the Web page www.istria-home.com.
2. Reservation and concluding the contract
The contract between the guest and ISTRIA HOME comes into force with the binding reservation (verbally, in writing
or by e-mail). From that moment onward, the rights and obligations of the contractual parties are regulated by these
General Terms of Business and apply to the guest and ISTRIA HOME. Confirmation of reservation will be immediately
delivered to the guest by e-mail. In the event of the confirmation differing from the requested reservation, by
paying the received reservation the guest confirms that they accept the terms listed in the confirmation. ISTRIA
HOME may without obligation accept any kind of special demand (i.e. request), but the request is not legally binding
for ISTRIA HOME and will be fulfilled only if ISTRIA HOME has issued a written confirmation.
In the event of payment arrangements not being made according to Article 3.2, the reservation may be cancelled, with
ISTRIA HOME having no obligation towards the guest.
3. Prices and terms of payment
3.1 Accommodation price
The prices published on the Web page www.istria-home.com are expressed in EUR and apply to the price of daily
accommodation per accommodation unit in the corresponding price season. The published prices are valid from the moment
of refreshing data on the Web page, i.e. from the moment of publication of a new brochure. In accordance with Article
3.5 about price change, the price valid at the moment of reservation is applied. If the facility contains several
identical accommodation units with the same description and prices, in the facility's description the total number of
such units will be listed, but only one of them will be described. It is not compulsory for special offers to apply
to all accommodation units of the same type. Any additional services requested by the guest (e.g. extra cleaning,
phone expenses, bike hire etc.) are not included in the price and must be paid on the spot to the person in charge
of the facility's keys or to a ISTRIA HOME employee. The minimum length of stay in the months June, July and august
is 7 nights, while in the other months it is 5 nights. For a shorter stay the accommodation price goes up 30%. The
day of arrival/departure is Saturday, unless otherwise specified. The accommodation prices (UNLESS OTHERWISE
SPECIFIED) include: usual consumption of electricity, heating in winter and air-condition in summer, water consumption,
gas consumption (if available), final cleaning, bedding, bath towels and tourist tax.
Regardless of whether the reservation has been made directly by the guest, or through a partner agency, upon
receiving confirmation of reservation the guest/agency has to make and advance payment of 30% within the next 5
days, thus definitely confirming the booking. The balance of the full amount has to be paid at least 42 days before arrival. For reservations made within 42 days before arrival the total
amount of reservation must be paid in the next 24 hours. Payment of reservations made within 42 days before arrival
must be reconfirmed by written confirmation (e-mail) of the made payment. ISTRIA HOME reserves the right to
request a valid credit card number from the guest as payment guarantee. In the case of the guest not sticking to the
payment deadlines, the reservation may be cancelled.
3.3 Reservation cancellation
In the event of the guest cancelling the reservation, the following cancellation fees will be charged:
Reservation cancellations notified till 42 days before arrival: 30% of the total reservation cost is charged
Reservation cancellations notified between 41 and 28 days before arrival: 50% of the total reservation cost is
Reservation cancellations notified between 27 and 8 days before arrival: 70% of the total reservation cost is
Reservation cancellations notified between 7 and 1 day before arrival: 80% of the total reservation cost is charged.
Reservation cancellations on the arrival day or NO SHOW: 100% of the total reservation cost is charged.
The day when the cancellation notice has been received is considered the cancellation date (if it happens to be a
holiday or Sunday, it will be the next working day). In case of no-show or unannounced delayed arrival, ISTRIA HOME
keeps the total reservation amount.
3.4 Reservation change
On the guest's request the reservation may be changed in terms of change of date, accommodation unit, accommodation
type or names of persons. Any change made lately 42 days before using the service will be charged 20 € along
with applying the rules from Article 3.3 in the event of changing accommodation units.
3.5 Price change
When selecting our facilities, special attention is paid to service description and price calculation. However,
despite this we are unable to exclude the possibility of price and service change. In the event of such changes, the
guest will be notified when booking or, at the latest, upon receiving booking confirmation. The items written on the
booking confirmation are final. It is unlikely that any changes will occur after the booking confirmation, but we
cannot entirely exclude not even this possibility. In the event of any significant changes occurring, the guest has
the right to cancel the reservation with no charges being made within 7 days of being notified. Payments already
made will be refunded. ISTRIA HOME has the right to change prices up to 22 days before arrival, due to increasement
or introduction of fees or taxes on certain services, or due to significant changes in the rate of exchange after
concluding the reservation. The guest also has a right to cancel the reservation in the event of a price increase of
more than 10%, under the same conditions listed in the previous article.
4. Accommodation from our offer
ISTRIA HOME's accommodation offer consists of units owned by our contractual partners – lessors on for whose account
ISTRIA HOME sells capacities on the tourism market.
4.1 Maximum number of people
The accommodation units from our offer may only be accommodated by the maximum number of people listed in the
description of the reserved accommodation unit posted on ISTRIA HOME's Web pages. The same applies to children,
regardless of their age, with the exception of facilities allowing another child under the age of four free of
charge. The guest is asked to mention this fact while booking. It is also forbidden to place tents or caravans on
the land belonging to the facility. In the event of exceeding the maximum number of people or placing a tent or
caravan on the facility's land, the owner may charge a fee per extra person or remove the extra people from the
estate, i.e. demand the removal of the tent or caravan. If the guest ignores the request, everyone will be removed
from the estate and no refund will be made.
4.2 Size of the facility
Our associates have personally visited each facility in our offer. With listed facility sizes it is always about
external dimensions and consequently there's a possibility that the internal dimensions may be up to 15% smaller
than the ones listed.
4.3 Pets, bugs and allergies
Despite thorough cleaning and maintenance of our facilities, occasionally a bug or mouse may be found who got there
from their natural habitat where the house is located. ISTRIA HOME cannot be held responsible for this. Although
pets are not allowed in all facilities, this does not mean that there have never been any pets in the booked
facilities. ISTRIA HOME does not take any responsibility for the guest's allergic reactions in certain
When selecting facilities from our offer, we always make sure we select facilities located in good, safe and
quiet areas. Despite this, we cannot guarantee that there will be no noise during the guest's stay, because we
cannot affect or control things such as traffic noise, noises from nearby construction sites etc. Neither the owner
nor ISTRIA HOME can be held responsible for noises coming from the facility's surroundings.
4.5 Swimming pool
In the event of the facility having a swimming pool, the guest is obligated for safety reasons to stick to every
advice of the owner or ISTRIA HOME. Using the pool is exclusively at your own risk. Children can use the pool only
with an adult present. It is strictly forbidden for pets the use the swimming pool.
4.6 Youth groups (till 25,99 years of age)
In case that at the arrival is determined that a youth group has arrived in a house which doesn't allow such groups (clearly stated in the description of the house on the Istria home's website) following rules will be applied:
The breackage deposit will be increased on 150,- € per person – to be paid in cash on the spot.
The guests have to strictly respect the house rules which they will find in the house with an emphasis that loud music and partys are forbidden during the whole day and night. The house rules will be sent to the client on request.
In case the clients should not respect the house rules, the owner of the house will warn them only once. In case the clients should continue not to respect the house rules or cause material damage in the house, the house owner has the right to ask the clients to live the property without the return of the deposit, nor the paid amount for the accommodation.
5. Features of the accommodation units
In many facilities from our offer guests have many features at their availability such as a washing machine,
dishwasher, fridges, microwaves, DVD players, television sets, satellite receivers, a telephone, internet access,
swimming pool etc. They can freely use these features, but ISTRIA HOME cannot be held responsible if one of these
features unexpectedly stops working during the guest's stay. This also applies to sanitary facilities and
6. Time of arrival and departure; shortening or extending your stay
After settling the total reservation cost, the travel documents will be delivered to the
guest confirming that he/she is the legitimate user of the booked accommodation. These travel documents include a
voucher, a description of the journey describing the accurate route to the accommodation and accurate information
about where to collect the accommodation's keys.
The guest is asked to pay attention to the contact numbers in order to be able to contact the accommodation's owner or
a ISTRIA HOME's employee working in the area. Upon arrival the guest must hand in their travel and personal
documents to the person giving them the house/apartment keys, who will then register the guest with the authorities
and immediately return their personal documents. The estimated time of arrival/departure is listed in the travel
documents. The time of arrival must be between 4 PM and 8 PM, while the time of departure is till 10 AM. In the
event of arrival not being possible before 8 PM, the guest is obligated to notify the travel agent or person in
charge of the keys, with whom they will arrange when to collect the keys. In the event of the guest wanting to
extend their stay, they are asked to promptly inform their travel agent who will, if the desired period's available,
gladly book them an extension of their stay.
7. Ensuring replacement accommodation and reservation cancellation by ISTRIA HOME
In exceptional cases due to unpredictable or unavoidable circumstances, ISTRIA HOME may give the guest appropriate
replacement accommodation of equal value and quality. ISTRIA HOME is authorized to cancel the reservation before or
during the period of the guest using the accommodation, if unpredictable or unavoidable circumstances occur
preventing the accommodation's usage, endangering the guest or accommodation or lessening the service's quality to the
point of it being impossible to provide the contracted service. In this case the guest will be refunded for payments
already made, lessened by the cost of already-used services. In any case ISTRIA HOME is not required to pay the guest
8. Other obligations of the guest
During their stay, it is the guest's duty to use the accommodation owner's property and equipment with appropriate
care. They must also adjust their behaviour as not to disturb the other guests, neighbours and host. In the event of
the guest not adjusting their behaviour with the house rules even after being warned, they lose their right to the
booked accommodation and must leave immediately without compensation. Any damages and deficiencies caused or
discovered by the guests must immediately be reported to the person in charge of the keys or the ISTRIA HOME
employee. This way damages and deficiencies will immediately be removed without lessening the quality of stay. The
guest is responsible for any damages or deficiencies they've cause if they cannot prove that they're not
responsible. The same applies if the accommodation unit, due to damages, dirt or missing equipment cannot be
submitted to the next guest for them to use. The owner will charge the guest on the spot for any damages or
The deposit can be paid only cash (as mentioned on your booking confirmation). It is necessary to pay the deposit otherwise you will not receive your key. The deposit is a security retainer and will be refunded in cash upon proper return of the rental property.
9. Complaints and compensation claims
It is the guest's obligation to consciously handle the unit and its inventory. On the day of departure, the
accommodation unit must be in the same condition as it was when the guest arrived. In the event of the accommodation's
condition differing from its condition when booked, the guest must immediately notify the person in charge of the
keys. If visible irregularities are not reported immediately after arriving, it will be thought that the unit was
handed over in proper condition. If any irregularities occur during the guest's stay, it is their obligation to act
in the same way. In the event of the owner or person in charge of the keys being unable to rectify the irregularity
within a reasonable period, it is the guest's duty to inform their agent or ISTRIA HOME's employee. If the guest
voluntarily leaves the facility or finds other accommodation without giving ISTRIA HOME time to resolve the issue
causing the guest's dissatisfaction, the guest loses their right to receive compensation regardless of whether their
reasons for departure were justified or not. The person in charge of the keys and the travel agent are not
authorized to approve compensation requests. Compensation requests must be delivered to ISTRIA HOME or your travel
agent in written form to email@example.com within two weeks after using the accommodation unit with proof included (pictures, confirmation
from the person in charge of the keys/travel agent, witness statements etc.). Complaints made after the two-week
deadline will not be taken into consideration. We emphasize that it is in the guest's interest to act in good faith
and show willingness to resolve their complaint during their stay and to give their written complaint to the owner
on the spot and request written confirmation that the complaint has been received. If the guest does not meet these
requirements, they lose their right to receive compensation. ISTRIA HOME is obligated to deliver a written decision
regarding the complaint within 21 days of receiving the complaint in the same form (e-mail, ordinary mail or
personal delivery which will be replied by registered post with a return receipt). If it is necessary in order to
gather information and verify the claims in the complaint, ISTRIA HOME may postpone the decision deadline for
another 14 days, of which it is obligated to inform the guest making the complaint in written form. ISTRIA HOME will
resolve only those complaints for which the guest provides evidence that they gave their written complaint to the
service provider on the spot and that the cause could not be eliminated on the spot. Until ISTRIA HOME reaches a
decision, the guest must refrain from mediation by any other person, judicial institution or giving information to
10. ISTRIA HOME's obligations
ISTRIA HOME agrees to, on their behalf, i.e. on the behalf of the person in charge of the keys or local agent, give
the guest for the booked period a clean and tidy accommodation unit equipped according to its description. If the
unit does not match the description on the reservation, ISTRIA HOME will do everything to ensure the removal of any
deficiencies, i.e. to ensure replacement accommodation of equal value. In the event of this being impossible, not being
achieved in a reasonable period or if the guest refuses the suggested replacement accommodation, ISTRIA HOME will
reimburse the guest any form of value reduction, as long as it has been undeniably established that ISTRIA HOME is
responsible for it. If the guest experiences loss or damage due to ISTRIA HOME 's negligence, resulting in violation
of the contract, ISTRIA HOME accepts full responsibility for the caused damage. ISTRIA HOME's legal responsibility
is limited to the amount of the accommodation's price (during which everyone's claims are paid together) and does not
include personal damages such as material and financial losses. ISTRIA HOME will not be held responsible in the event
of the losses or damages being attributed to the following causes:
- Actions or omissions made by the guest or their companions;
- Unpredictable or inevitable failures of third parties not included in providing the service listed in the booking;
- A higher force or events which could not be foreseen or avoided by ISTRIA HOME, the travel agent or the person in
charge of the keys;
- Using swimming pools, children's playgrounds, any sports' facilities (e.g. a tennis court or football field, fitness
centres etc.). Use of these facilities is exclusively at the guest's own risk;
- Damages and losses due to burglary.
The above listed causes equally apply outside the contractual obligations. ISTRIA HOME specifically rules out
responsibility for the actions of the auxiliary staff.
11. Travel documents
When travelling to the Republic of Croatia, the guest must have a valid personal travel document (a passport or
identification card, depending on the guest's country of origin) not only for themselves, but for any other users of
the accommodation. Furthermore, it is the guest's duty to check whether a visa is required to enter Croatia or any
countries on their way, obtain one on time, as well as respect the customs and currency regulations of the Republic
of Croatia and any countries on their way.
12. Personal data protection
The guest provides personal information (name and surname, address, telephone number and email address) on his/her own free will. Personal information is required for processing requested services. The same information shall be used for further inter-communication (eg. sending an informative offer, a binding offer/confirmation of the boking, payment details, notice about the received payment and notice about the traveling documents). ISTRIA HOME is under obligation that the personal information of the guest will not be taken out of the country or given to a third party except for the partners/providers of booked services. The personal information of the guest will be kept in a database in accordance with the Management's decision on the method used for collecting, processing and securing personal information.
With the acceptance of these General Terms, the guest gives permission for his/her personal information to be used for promotional offers of the Agency. The guest can anytime request to be unsubscribed and to have his personal data deleted from ISTRIA HOME’s database by sending an “unsubscribe” Email to firstname.lastname@example.org.
A complaint on the usage of the personal information for promotional purposes will not have any effect on booking or realisation of the requested services.
13. The jurisdiction of the court
The parties commit to seek to resolve any disputes by mutual agreement, and if this is not possible, in the event of
a legal dispute the court in Pazin has jurisdiction and the law of the Republic of Croatia is applied.