General terms and conditions of Hotel Manora
Owned in its entirety by MANORA LOŠINJ d.o.o.
ACCEPTANCE OF GENERAL TERMS AND CONDITIONS
General terms and conditions of hotel Manora are an integral part of the reservation of accommodation units and the usage of all services within the hotel. All terms stated in the general conditions are legally binding for both parties – service user and the hotel as the service provider. By accepting the reservation, the customer agrees to the general terms and conditions of hotel Manora. The hotel reserves the right to refuse service if guest failure to comply with the general terms or interferes with the safety and law.
SERVICES
Hotel Manora is located in 51554 Nerezine, Mandalenska 26b. The scope of services within hotel Manora, owned by Manora Lošinj d.o.o. includes accommodation and hospitality services, event organization, consulting and organization of auxiliary activities, all by the services for which the company is registered. Scope of operations of hotel Manora is susceptible to laws and regulations of the Republic of Croatia.
HOTEL CATEGORIZATION
Hotel Manora is categorized by the accredited bodies of the Ministry of Tourism of Croatia as a 4 star hotel in accordance with valid Croatian legislation.
RESERVATION AND PAYMENT METHODS via WEBSHOP on official WEBSITE
Payment methods
Hotel Manora accepts online credit cards MasterCard, Maestro, Visa, Diners or a bank transfer.
Reservation enquiries or reservation of accommodation is possible via official website www.manora-losinj.hr
Credit card charges will depend on the accommodation rate which is chosen:
If the non-refundable rate is selected, credit card details are required with obligation for full payment during the reservation. If the guest so wishes, they can pay via bank transfer as well. In case of cancellation or no show, the full amount is kept by the hotel.
If early booking rate is selected, credit card details are required with obligation for 20% payment during the reservation. If the guest so wishes, they can pay the deposit via bank transfer as well. Rest of payment is done upon arrival to the hotel with cash or credit / debit card. Free cancellation is possible until 14 days before arrival. After that and in case of no show, the deposit amount is kept by the hotel.
If the best available rate is selected, credit card details are required with obligation for 20% payment during the reservation. If the guest so wishes, they can pay the deposit via bank transfer as well. Rest of payment is done upon arrival to the hotel with cash or credit / debit card. Free cancellation is possible until 7 days before arrival. After that and in case of no show, the deposit amount is kept by the hotel.
If the standard rate is selected, credit card details are required with obligation for 20% payment during the reservation. If the guest so wishes, they can pay the deposit via bank transfer as well. Rest of payment is done upon arrival to the hotel with cash or credit / debit card. Free cancellation is possible until 1 day before arrival. After that and in case of no show, the deposit amount is kept by the hotel.
Reservation confirmation in all cases represents the final contract between parties which gives the right to hotel of billing the reserved accommodation unit as well as to provide reserved service. Hotel is obliged to provide safety and to use all user’s data according to law, without any abuse of them.
Refund conditions, modifications and complaints
Card charges will depend on the accommodation rate which is chosen. Modifications of reservations are possible in any given moment, all according to hotel’s policy. Reservation is considered modified in moment user receives a written confirmation about the modification from the hotel. Refund policy for paid deposits is described in the previous section.
If any circumstances, that cannot be foreseen, occur and are beyond the control of hotel Manora, the hotel has the right to cancel the reservation in any given moment. The hotel keeps it’s right to cancel or modify a reservation if the reservation system misuse is assessed or made by the obvious user error. Confirmed reservation of an accommodation unit can be replaced by the hotel, with a unit of same or higher category for the price that was set prior to
modification. In case of inability of accommodating the guest due to a clear error of hotel staff, hotel is obliged to provide the user with an alternative accommodation with same or higher categorization.
If the alternative accommodation is of a higher price category, the difference in price is borne by the hotel. Alternative accommodation is based on categorization of the Republic of Croatia, the hotel is being fought by the difference of alternative accommodation. In case of inability of finding any available alternative, hotel keeps the right to cancel the reservation and refund the total price. Hotel is not responsible for errors resulting from user’s communication with partner agencies.
Credit card payment security statement
Privacy of your data is protected and ensured by the use of SSL encryption. Online billing sites are secured using the Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is the process of encrypting data to prevent unauthorized access during its transmission.
This enables the secure transfer of information and prevents unauthorized access to data during communication between the user’s computer and the WebPay service, and vice versa.
WebPay service and financial institutions exchange data using a virtual private network (VPN), which is protected from unauthorized access.
Monri Payment Gateway is certified according to PCI DSS Level 1 security standard prescribed by Visa and Mastercard rules.
The merchant does not store credit card numbers and the numbers are not accessible to unauthorized persons.
Currency conversion statement
All payments will be made in EUR. The amount charged to your credit card account is converted to your local currency at the association’s exchange rate.
Protection and collection of personal data statement
We undertake to protect the personal data of customers, by collecting only the necessary, basic information about customers / users that is necessary to fulfill our obligations; we inform customers about the use of collected data, we regularly give customers a choice about the use of their data, including the ability to decide whether or not they want their name removed from the lists used for marketing campaigns.
All user data is strictly kept and is available only to employees who need this data to do their job. All our employees and business partners are obliged to respect the terms of privacy protection.
TERMS OF DELIVERY
Service billing
User is obliged to pay all the services not being covered by the deposit upon arrival.
Payment is possible via cash (only in EUR) or credit/debit card. Payment by credit/debit card is subject to exchange differences and eventual fees of issuing banks, on which hotel has no influence. Accepted credit/debit cards are Mastercard, Maestro, Visa and Diners.
Prices
All prices are categorized by the types of services, all categorized by types in accordance with services rendered by the company. Accommodation prices include the valid VAT rate. Prices vary based on the season which is clearly stated in the accommodation price list and on the chosen rate plan during booking. Additional services are not included in the accommodation price and are charged separately. Prices of restaurant services are published on the website and are regularly updated to reflect any changes. Hotel Manora reserves the right to change its prices. The hotel is obliged to provide its accommodation services at the price which was provided, in the written form, via email. The hotel distances itself from any content published online which was not published under the domain owned by the hotel. Guests can always contact the hotel directly to verify the validity of internet content found prior to the arrival at the hotel. Some of the websites containing the services and offers of Hotel Manora are partner agencies with clearly stated policies agreed by the hotel and the agency. Policies are stated in the individual reservations. The hotel is not responsible for any disputes that may arise from the direct communication between the partner agencies and the end user.
Tourist tax
In accordance with the regulations governing payment of the sojourn tax, the guest must pay the sojourn tax upon payment for his/her hotel accommodation. The amount of sojourn tax payable in Croatia is dependable of the season and destination. Children under the age of 12 are excluded from the sojourn tax, while children aged 12-18 pay a discounted rate of 50%. The sojourn tax is payable at the same time as the outstanding amount of the reservation. The amount of the sojourn tax is clearly indicated on the bill which is issued to the guest upon calculation and payment of services.
Hospitality services
Breakfast is an extension of the accommodation services and it is included in the price. Users of accommodation and hospitality services are obliged to respect the area designated for the consumption of food. Hotel bar and restaurant are at the disposal for our guests in form of additional services of hotel Manora. The hotel does not guarantee seating in the à la carte restaurant during dinner service hence timely reservations are recommended as well as respecting the time of the dinner reservation. All hospitality services of hotel Manora are payable either after consumption or during check out (with obligation to sign the receipt after the consumption of the drink/meal).
Mediation services
Extra services in which the hotel might mediate (wine tasting, day trips for example), can be reserved before the arrival to the hotel, or during the stay. Hotel is not, in any given moment, responsible for availability of extra services. Hotel is obliged to mediate in organization of a trip that has been booked, and booking is considered complete once the authorized and signed confirmation paper is given. Hotel’s duty is to inform the user of the service about the trip and activities the trip includes. User is then taking the responsibility of estimating the physical and general health possibilities for individual activities meditated by the hotel. Hotel is also obliged to recommend a trusted partner with whom has a successful work history. By being informed by the hotel, and with the tour provider afterwards, user of the service accepts an individual activity. It’s important to mention, role and hotels duty is strictly reserving and charging the tour. Costs of any extra services are charged at the hotel, before, during or on the end of stay, unless otherwise agreed in written form.
Reservation modifications and cancellations
Modifications of reservations are possible in any given moment, all according to hotel’s policy. Reservation is considered modified in moment user receives a written confirmation about the modification from the hotel.
Refund of paid deposit in case of non-refundable reservation is not possible if a reservation is cancelled.
Refund of paid deposit for early booking reservations is possible up to 14 days before arrival.
Refund of paid deposit for best available rate reservations is possible up to 7 days before arrival.
Refund of paid deposit for standard rate reservations is possible up to 1 day before arrival.
For every later cancellation, hotel keeps it’s right to charge the total price. In case of a “no show” reservation, hotel keeps the right to charge the total price.
If any circumstances, that cannot be foreseen, occur and are beyond the control of hotel Manora, the hotel has a right to cancel the reservation in any given moment. The hotel keeps it’s right to cancel or modify a reservation if the reservation system misuse is assessed or made by the obvious user error. Confirmed reservation of an accommodation unit can be replaced by the hotel, with a unit of same or higher category for the price that was set prior to modification. In case of inability of accommodating the guest due to a clear error of hotel staff, hotel is obliged to provide the user with an alternative accommodation with same or higher categorization. If the alternative accommodation is of a higher price category, the difference in price is borne by the hotel. Alternative accommodation is based on categorization of the Republic of Croatia, the hotel is being fought by the difference of alternative accommodation. In case of inability of finding any available alternative, hotel keeps the right to cancel the reservation and refund the total price. Hotel is not responsible for errors resulting from user’s communication with partner agencies.
OTHER ACCOMMODATION CONDITIONS
- Check in
Check in time is at 14:00. Earlier check in is possible only on special request. When checking in, user is obligated to give his identification card from which the data is entered into the hotel system with the consent of the user and under the obligation of the Law of the Republic of Croatia (signing the so-called registration card).
- Check out
Check out is obligated by 10:00. If user doesn’t leave an accommodation unit at given time, hotel keeps it’s right to enter the unit, move guest’s luggage, and charge 50% of the price for one night.
If the guest does not leave the unit until 17:00, extra night will be added to his account. It is however possible to allow a longer stay with prompt announcement, agreed price and allowance from the hotel.
- Failures
When inspecting the accommodation unit, guest is obligated to report any visible damages and errors. Every later report will not be addressed to the previous guest, but the guest who is currently staying in the unit. Hotel keeps it’s right to calculate and charge the cost of its property that is assessed to be destroyed during, and after the guests stay at the hotel. User is obliged to respect every asset of House Order, which is clearly marked on the hotel map.
- Customer complaints
Any possible complaints or objections, will be taken into consideration by the hotel, if they are justified and given on the spot to the person responsible, or written into the complaints book in presence of the person responsible, who would afterward send it to the authorities.
- Maintenance of accommodation units
Everyday maintenance of accommodation units is hotel’s duty. Housekeeping is done in the morning hours, until 14:00. User is obligated to notify the cleaning staff if he doesn’t want his room to be cleaned, by setting the ban mark on his door. Keeping the mark for longer than three days is not allowed, hotel is obligated to take care of its property on the regular basis. In purpose of keeping its environment safe and clean, change of towels is being done by guest’s suggestions. User is able to contact the reception 24/7, and the hotel is obligated to respond to all requests with a confirmation.
SERVICE USERS’ DUTIES TOWARDS THE HOTEL
The user is obliged to respect the hotel business policy, while also accepting hotel’s general terms and conditions. The hotel gives the right to the user to use the accommodation units with a possibility of using the extra services. It is considered a user’s duty to treat both hotel staff and property with respect.
HOTEL’S DUTIES TOWARDS SERVICE USERS
Hotel Manora is obligated to provide a contracted and confirmed reservation to its user according to the hotel standards, subject to general terms accepted by the user. Permanent care of quality of service, decent and respectful attitude towards the user by hotel staff, while also following the legal regulations is hotel Manora's obligation.
JURISDICTION
Any dispute or disagreement between the hotel and a user will try to be resolved by agreement. In case of inability to find a resolution for a dispute or disagreement, the Court in Mali Lošinj is considered competent.
LOSS OF OR DAMAGE TO GUESTS’ PROPERTY
Any items brought into the hotel, its car park or grounds including valuables and audio-visual equipment, are brought in at your own risk.
Hotel Manora shall not be held responsible for the damage or loss of any property owned by the guest or anyone connected to the guest’s event/stay at the hotel, whether the items were left before, during or following the event/stay.
Hotel Manora shall not be liable, in any circumstances, for any loss or damage to vehicles you bring to the hotel or any property left in them.
IN GENERAL
Manora Lošinj d.o.o. reserves the right to change these terms and conditions. All changes will apply to the use of the manora-losinj.hr site. The customer is responsible for the accuracy and completeness of the data entered during the booking process.
The services provided by the manora-losinj.hr online store do not include the costs you incur using computer equipment and services to access our site. Manora Lošinj d.o.o. is not responsible for telephone costs, internet traffic or any other costs that may occur.
Although Manora Lošinj d.o.o. strives to give the best possible offer of services, Manora Lošinj d.o.o. cannot guarantee that the services on manora-losinj.hr will suit your needs, nor can it guarantee that the service will be error-free. If an error occurs, please report it to our e-mail hotelmanora@gmail.com in order to eliminate it as soon as possible.
