Dear customers,
in accordance with Art. 6.p. 3. of the Law on the Provision of Services in Tourism (Official Gazette 130/17), we would like to inform you that you can submit complaints about the quality of our services in writing by mail to the following address:
EM- Property Management, A. Coane 8., 52210 Rovinj
or to the e-mail address: em.rovinjinfo@gmail.com.
The agency will provide a written response to the consumer's written complaint, no later than 15 days from the date of receipt of the complaint.
EM-Property Management, real estate management and travel agency,
A. Coane 8., 52210 Rovinj
Branch manager and responsible person Ivana Crnković.
OIB: 37258923093
EM-Property Management is a travel agency specializing in rental accommodation in tourism. All advertised accommodation units are bound by a contract with the agency and have all the necessary permits from state and local authorities. The agency contracts accommodation services directly with the property owner, and these accommodation units are personally verified by the agency.
Introduction
The agency acts as an intermediary between the tenant and the owner of the holiday accommodation. By paying the reservation advance, the Guest accepts these General Terms and Conditions. All annexes to the rental agreement will be valid only if they are made in writing and agreed by both parties.
When the Agency receives the reservation advance, the guest will receive a written confirmation with the exact location of the accommodation and all the necessary information. The written confirmation of the reservation together with these General Terms and Conditions constitutes the Rental Agreement between the guest as the renter and the owner as the renter.
The guest must be at least 18 years old on the day of booking.
1. Procedure and provisions
Arrival and departure times are agreed in the booking confirmation which must be respected by both parties. The time in which the accommodation is usually ready is 15:00 local time. In case of early arrival, the Guest can contact the Agency, and if the accommodation is ready, he will be offered an earlier arrival. Upon arrival, the Guest will be handed the keys as previously agreed. Check-out from the accommodation is no later than 10:00 am on the day of departure and the guest is then obliged to return the keys to the owner. In case of later departure than agreed, the guest is obliged to pay the owner additional costs incurred and the owner charges them directly to the guest on the spot.
According to the law of the Republic of Croatia, the guest is obliged to present the owner with official identification documents containing personal details for the purpose of tourist registration with the Croatian National Tourist Board (CNTB). The information will not be used for any other purpose. A guest who does not wish to provide any form of personal identification for tourist registration as required by law may be denied access to the property without any possibility of a refund of the rent paid.
2. Agreed number of guests
The number of guests staying in the accommodation, which includes the number of children, may not exceed that stated in the certificate for the entire duration of the rental. However, there is the possibility of adding an additional number of people, respecting the maximum capacity of accommodation, but not later than 3 days before arrival. The requested change in the number of guests must be sent in writing by e-mail to the Agency. The guest is obliged to announce in advance all visitors who will visit him. If more than the maximum number of guests stays in the accommodation or on the property without the owner's permission, the owner and / or the Agency reserves the right to terminate the rental agreement which enters into force immediately, without prior notice, and the guest is forced to leave the accommodation permanently. to all persons who are there within 2 (two) hours and is not entitled to a refund of the amount paid either from the owner or from the agency EM-Property Management.
3. Payment
All prices are in Euros. The reservation is binding, and an advance of 30% of the total amount for the price of accommodation is required when booking, after which the reservation is confirmed, the contract with the Owner is concluded and the General Terms and Conditions are an integral part of the lease agreement are accepted. Upon completion of the booking and payment process, EM-Property Management will send a written booking confirmation by e-mail containing all necessary accommodation information. The certificate together with these General Terms and Conditions is a Lease Agreement with the owner through the agency EM-Property Management. The lease agreement is considered concluded at the moment when the Agency receives the advance payment. In the event that payment is not made within 7 (seven) days from the date of booking, the Lease Agreement is considered terminated.
The costs of water, gas, electricity and internet as well as bed linen, towels, kitchen towels, final interior cleaning, interior and exterior maintenance, registration, tourist tax and value added tax are included in the price. Allowed advance payment methods are bank transfers. All payments must be made in Euros. For the rest of the payment (70% of the agreed price of accommodation) cash and transaction payment methods are possible, and must be made no later than 30 days before arrival. In case of cancellation, please check - 10. Termination, cancellation and changes to the rental agreement.
For bookings made 30 days or more before the start of the rental period, the following conditions apply:
- Advance payment of 30% of the agreed rental price must be paid within 7 (seven) days, and a sum of 70% of the total agreed accommodation price must be paid immediately upon arrival, and the guest is obliged to pay directly to the Owner. There is no possibility of payment electronically in the accommodation.
For bookings made 30 days or less from the beginning of the rental period, the following conditions apply:
- The total amount of the advance of 30% should be paid IMMEDIATELY by bank transfer.
4. Pets
Depending on the wishes of the Owner, the Guest will find in the description of accommodation on the website of the agency a clear provision whether or not he can bring his pet in a particular accommodation, which is determined for each accommodation separately. Any additional cost of cleaning compensation related to pets is clearly indicated in the description of each accommodation. During the booking process, the guest must choose the number of pets, and the additional cost related to pets will be automatically added to the total rental amount. Pet owners are responsible for cleaning up after their urination. Pets are not allowed on the furniture. Any evidence of a pet staying on furniture can incur additional cleaning costs.
According to Croatian law, all pets must be vaccinated against rabies and all other diseases in a timely manner. The owner and the Agency EM-Property Management do not take any responsibility for possible injuries and illnesses caused during the stay in the agreed accommodation. Pets are not allowed in or out of the pool.
EM-Property Management does not bear any responsibility for allergic reactions of guests that may occur in any of the accommodation where pets are allowed.
5. Noise and house rules
In case of possible noise in the accommodation, the Owner and the Agency cannot be held responsible. In the event that guests disturb public order and do not die after the warning, this may be considered a serious breach of the lease and in which case the Owner and / or the Agency have the right to terminate the lease which takes effect immediately, without warning, and the guest is obliged to permanently leave the accommodation, together with all persons staying there, within 2 hours. In this case, the Guest is not entitled to a refund of the amount of rent paid by the owner or the agency EM-Property Management.
Each accommodation unit has its own house rules that are placed in a visible place. If the guest does not follow the rules of the house rules, it can be considered a serious violation of the rental agreement and in that case the Owner and / or the AGENCY have the right to terminate the rental agreement immediately, without warning, and the guest is obliged to leave the accommodation together. with all persons staying there, within 2 hours. In that case, the Guest does not claim the right to a refund of the amount of rent paid by the owner or the agency.
6. Arrival and departure
Guests are expected to arrive after 15:00 Croatian time and leave the accommodation by 10:00 on the day of departure.
Occasionally, there may be minor variations in these times depending on the needs of the Owner or Guest, about which you will be informed in a timely manner through your travel documents. If your arrival is outside the specified time, a request for time variation (eg later than 22:00) The owner may request additional financial compensation.
7. Deposit and payment in case of damage
Upon arrival, the guest will leave a cash deposit as insurance in case of possible damage. The amount of the security deposit that the Guest is obliged to give to the owner upon arrival will be stated on the written confirmation of the reservation. The deposit serves as insurance for the owner for the damage done in the accommodation and the owner is entitled to compensation for the damage in the form of a deposit. In the event that the amount of damage is greater than the amount deposited, the guest is obliged to pay the total amount of damage to the Owner. If no damage has been done to the accommodation, the Owner is obliged to return the deposited amount in full upon collection of the keys.
Intentional damage or disturbance of public order is considered a serious violation of the terms and conditions of the Agreement, in which case the Owner and the AGENCY are authorized to terminate the Lease Agreement which takes effect immediately, without notice, and the guest is obliged to leave the accommodation. to all persons staying there, within 2 hours. In this case, the Guest is not entitled to a refund of the amount of rent paid by the owner or the agency EM-Property Management.
Also, the Guest is obliged to immediately inform the Owner about the occurrence of any damage to the accommodation or property during the rental period. It can be considered that the damage requires additional cleaning due to the particularly poor conditions in which the Guest left the accommodation to the Owner and the Owner has the right to use the deposit to cover the damage or the need to compensate.
8. Additional services
During the stay, the use of the telephone is not included in the price of accommodation, but can be agreed directly with the Owner. If the use of the phone is agreed as an additional service, the Owner has the right to request an additional deposit from the Guest.
If the guest has special requirements that are not included in the price of accommodation, they will be met if there is such a possibility, either from the Owner or from a third party. Additional services must be announced in advance by email in order to be met. EM-Property Management Agency cannot be held responsible for the quality of third party services.
9. Complaints, Damage and Repair
If the Guest notices unsatisfactory cleaning, damage, malfunction or malfunction of any device or other irregularities on arrival at the accommodation, or has any complaints of another nature, the Guest is obliged to file a complaint no later than 24 hours. Complaints about cleaning are filed immediately. The complaint is submitted directly to the Owner or authorized representative. If the complaint is not resolved satisfactorily for the Guest, the Guest will contact the agency by phone or by e-mail em.rovinjinfo@gmail.com.
The Guest is obliged to try to avoid the occurrence of damage or its spread and try to make an effort to reduce any loss to the Owner. In case of filing a complaint, the Guest is obliged to give the appropriate period to the owner to resolve the complaint. If the guest does not allow an appropriate period to the owner to repair the removal of damage or irregularities or does not move him to another accommodation, the guest can not terminate the lease.
Early departure of the Guest from the accommodation, before the end of the agreed rental and without prior notice and agreement with the agency, will be at the risk and expense of the Guest. EM-Property Management Agency and the Owner may be held liable for any non-pecuniary damage in the form of violation of personal rights
10. Termination, Termination and Amendments to the Lease Agreement
The concluded lease agreement can be terminated only in writing (via e-mail). In case of termination of the Lease Agreement, all received payments until the date of termination will be withheld and the Guest is not entitled to a refund.
The following termination fees apply: If you wish to cancel your booking, 30% of the total amount, which is an advance, is not a refund. The amount cannot be refunded within 30 days before the date of arrival.
Cancellation costs are calculated as a percentage of the total cost of the amount. Cancellation costs exclude additions or changes to costs that are non-refundable in the event of your cancellation. Depending on the reason for your cancellation, you may be able to claim a refund (less the applicable balance) under the terms of your insurance policy.
If the Guest finds another guest as his replacement for the same period, for the same price and for the same conditions, the Agency will immediately transfer, after receiving the confirmation, all necessary information about the new Guest in the New Guest Rental Agreement and send him a written confirmation. Already received rental amount will be retained by the agency after the transfer of the contract, and the new guest is obliged to pay the rest of the total amount depending on the previously agreed method of payment which is an integral part of the contract.
If the facility is not available for rent due to force majeure, such as an earthquake, flood, fire or some other natural disaster, the Agency and the owner are not responsible for canceling the reservation. However, it is possible that the Guest will be offered alternative accommodation or a refund of money paid until then.
11. Responsibility of travel documents
EM-Property Management cannot be held responsible for possible difficulties or delays caused by inaccurate or invalid travel documents that have resulted in problems with your travel arrangement. Guests are responsible for complete and accurate travel documentation (flights, passports and visas, driver's licenses, vehicle registrations, green cards, vehicle insurance, etc.)
12. Agency as an intermediary
EM-Property Management is a travel agency that offers agency services for renting accommodation on the basis of an agency contract with a commission for accommodation services agreed with the owners of the accommodation and she herself is not their Owner. The owner is obliged by contract with EM-Property Management to provide true and complete information about the accommodation and accordingly assumes full responsibility to the Guest. If the accommodation reservation cannot be made due to reasons beyond the Agency's control, such as severe breach of contract by the Owner, the Agency is authorized to cancel the reservation and return the agreed amount already paid to the Owner by the Guest without any delays. In that case, the Agency may offer other (similar) accommodation to the Guest for the same price.
The AGENCY and the owner cannot be held responsible if the concluded Lease Agreement cannot be fulfilled or if its fulfillment becomes significantly difficult to achieve due to force majeure (war, natural disasters, environmental disasters, epidemics, border closures, strikes or similar) which cannot be provided for at any time until the lease is fulfilled.
14. Final provisions
The AGENCY is not responsible for photographic errors or errors in printing the written confirmation.
EM-Property Management AGENCY offers information about accommodation on its website as accurate and up-to-date as possible that it receives from the owner. The owner is solely responsible for providing accurate and complete information about the accommodation.
Use of the information published on the website www.rovinj-accommodation.com including any partial or complete reproduction is a copyright infringement and is prohibited by law.
In case of violation of the provisions of this Lease Agreement, the Owner and the AGENCY are obliged to terminate the Lease Agreement which takes effect immediately, without notice, and the Guest is obliged to permanently leave the accommodation, together with all persons staying there, within 2 hours. In that case, the Guest does not claim the right to a refund of the amount of rent paid by the owner or the agency.
The parties will try to resolve all possible disagreements and disputes by agreement. In the event of a dispute, the parties agree that it will be resolved by the competent Municipal Court in Pula in accordance with the laws of the Republic of Croatia.