Šibenik Plus is the proud winner of The Golden Embroidery recognition, awarded to the best tourist agency in Šibenik-Knin region

General Terms and Conditions for Providing Accommodation Services

Terms and conditions

Please read these terms and conditions before using our services, they contain important information about your rights and obligations. These terms and conditions shall be governed by and construed in accordance with the laws of Croatia.

Tourist Punkt Šibenik Plus ("Šibenik Plus", “Agency” “we”, “us”, “our”) is a tourist agency registered in Šibenik, with its headquarter in Šibenik, Obala palih omladinaca 7, ID code: HR-AB-22-15010007318,Croatia. We mediate in renting private accommodation in Šibenik and its surroundings between clients (“Renter”, “Customer”, “you”) and house-owners/property managers (“Owner”).

1. Rentals

Šibenik PLus acts as agent for the Owners of the holiday properties. We are authorized to contract rentals in the name and on behalf of Owners of properties offered (according to the Croatian VAT regulations, i.e. the Value Added Tax Act, article 10, paragraphs 3 and 4), at the prices defined for the current season.

Each property has been inspected by Šibenik Plus and we guarantee the authenticity and accuracy of all descriptions and photos at the moment of their creation. We are not responsible for possible divergences in cases where Owners subsequently modified their offer, without notifying the Agency.

If you book a holiday through us, once your holiday has been confirmed, we will accept responsibility for it in accordance with this Terms and conditions. If you have any queries, please contact us before making any booking for any service. Once you have made the deposit payment for the booking, it is deemed that you have read, understood and accepted the Terms and conditions for the booking. Rentals commence from 2.00 pm on the first day of the rental (check-in) and end at 10.00 am on the day of departure (check-out), unless otherwise notified.

3. Make a booking

To secure accommodation which matches your requirements in the best way, we suggest to book as early as possible, since Šibenik Plus becomes very busy at certain times of year.

You may also make a booking on someone else's behalf. In this case, you take full responsibility for ensuring that any customer in your booking complies with these Terms and conditions, just as if that customer had made the booking by himself. The booking is confirmed only after the advanced payment has been made. After receiving the total amount of the reservation, the Agency shall send an e-mail confirmation with details about the check-in. This confirmation is also a voucher for the private accommodation.

The Client undertakes to provide all required information in the booking process. These details will be used for contacting the user and for the realization of the services. They might become available only to the parties involved in the implementation of services (eg. the Owner, hotel or agent). Payment details, such as credit cards details and similar, are especially protected and accessible only to financial institutions in order to authorize the payment. 

In order to confirm the booking, the Customer is required to pay a deposit amounting to 30% of the total accommodation services, while the rest of 70% has to be paid no later than 14 days prior to arrival. In case of non-payment of the deposit in agreed time, the Agency reserves the right to cancel the booking request. 

4. Payment and costs

When you book your accommodation, you will have to pay a deposit upfront (30%) and the balance (70%) 14 days prior to arrival. A deposit of 30% of the total cost of your booking is required to secure your booking, whilst the booking becomes final only upon paying the rest of 70%. 

Optional services listed but not selected at the time of your booking will not be included in the final price. If later required, the Renter will have to pay for these separately, on the spot and in the currency of the destination country.

4.1 Additional charges

At the moment of the check-in, the Owner may demand the payment of a security deposit in order to cover possible damage. This deposit will be refunded if the accommodation unit and its inventory are returned clean and in good condition at the end of the stay. If this is not the case, the Owner reserves the right to cover the damage with the security deposit. Šibenik Plus is not responsible for possible controversies between the Client and the Owner concerning the deposit.

5. Facilities and descriptions

The accommodation facilities offered are described according to the official categorization of Croatia. All units comply with the categorization standards. The Agency inspected every accommodation unit and guarantees that all descriptions of the properties have been posted in good faith and are updated regularly. Šibenik Plus cannot be held responsible for changes carried out by the Owner of the property made without notifying Šibenik Plus. 

Your accommodation will be handed to you in tidy and clean conditions. In case you notice any irregularity or damaged inventory, please inform the Owner immediately, otherwise it will be considered that the unit is handed over in good conditions.

If not otherwise stated, facilities and services include: bed linen, towels (no beach towels), water, gas and electricity charges, final cleaning, sojourn tax (only for private accommodation) and kitchen equipment (in case the unit includes a kitchen). Towels and bed linen will be provided for and changed once in two weeks (extra services can be arranged directly with Owner) All beds will be made up on arrival. 

The property may not be occupied by more than the maximum number of persons stated in the accommodation unit description. Owners reserve the right to terminate the occupancy of the property without notice or refund in the case of a breach of this condition. The unit can be used only by guests who were confirmed during the reservation process; every change has to be announced in advance and has to be approved by the Agency in writing.

Children are also counted as persons when determining the maximum occupation of a unit.

Pets may be brought along only when expressly permitted in the offer. The pets must be kept under strict control and must not be allowed on any furniture.

Please note that holiday insurance is not included in the total cost.

6.1 Cancellation by you

You may cancel your holiday arrangements at any time, according to the following conditions. All notification of cancellation must be made in writing by email (This email address is being protected from spambots. You need JavaScript enabled to view it.), letter or fax to Šibenik Plus. On the other hand, the Agency has to confirm the cancellation in writing (by email).

Since we incur costs in cancelling your accommodation arrangements, a cancellation charge of 30% of the total booking price is applicable. The rest of your payment will be returned to you account (the bank transfer charges and exchange rate variations will be put on your costs). 

In case of a booking cancellation made by the Customer, Šibenik Plus will charge the following amounts of the full booking price:

• >40 days before arrival: 30% of the total booking price
• 40-15 days before arrival: 50% of the total booking price
• 14-0 days before arrival: - 100% of the total booking price
• ‘no-show’ - 100% of the total booking price

During Client's stay in accommodation, if his/her/their plans change for any reason and they leave apartment, money return is not possible.

Additional guidelines on the right of the Customer to terminate the contract, the deadlines for termination, situations which exclude the possibility to terminate the contract, the terms of complaint and refunds, are regulated by the Consumer Protection Act (brought by the Croatian Parliament in March 2014). 

6.2 Cancellation by us

We reserve the right to cancel the Customer’s booking under the following circumstances:

• if we do not receive the deposit on time, we will consider it as a retreat from customer’s side

• should we in our sole discretion consider your conduct, or the conduct of any member of your party, is likely to pose a danger or impair the safety, comfort or enjoyment of other guests, owners, employees or other members of the public, or be likely to do so; in this case, no refunds or compensation will be given

• if the Customer fails to disclose any material facts which could negatively influence one of the parties

• in case of force majeure (war, civil strife, terrorist action, fire, bad weather, epidemics, acts of any government or public authority, or any other event outside our control, like illness or death of the Owner), resulting in the property being rendered unsuitable for occupation and causing the impossibility of finding a valid alternative. In case the Agency has to cancel a previously booked facility due to occurrence of extraordinary or unforeseen circumstances, it should offer a replacement of the same or higher quality, or refund the moneys paid for the reservation.

Customers are required to have valid passports or other travel documents. In case of trip cancellation due to invalid traveler’s documents, which would result in additional costs to Natale, the Customer will be charged for additional expenses. If travel documents are lost or stolen during the trip, the Customer bears the costs of issuing new documents. Šibenik Plus is not liable for the decisions of customs and police or other government bodies, which might prevent the Customer from entering the country

7. Arrival and departure

Accommodation (unless otherwise stated in the property details and/or on the voucher) is usually available from 2 pm to 7 pm on the day of arrival and must be vacated by 10 am on the day of departure. Arrivals after 7 pm must be announced in advance.

Upon arrival to the property, you should find the accommodation unit in clean and tidy condition and confirm that it corresponds to the description. You will have to treat the accommodation and all of the equipment that belongs to the accommodation with care. You are responsible for leaving the accommodation tidy and clean, i.e. in similar conditions as you found it. If you or any of your guests cause any damage to the property or the furniture inside the unit or on its premises, you will be required to pay for the loss and/or damage caused.

In case of arrivals before 2 pm or departures after 10 am, some Owners might offer the possibility of disposing your luggage in a luggage room, but this not a rule.

Upon arrival, you should present your travel documents to the Owner, in order to clear the registration formalities.

In no circumstance may the period booked be exceeded, unless prior written permission has been given by Šibenik Plus. You will be liable for all additional charges in respect of such extension.

In the event that the Client needs to check out prior to the agreed departure date, he reserves no right to obtain a refund for undelivered services.

8. Liability

8.1 Agency

The Agency 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. Šibenik Plus will take care of the rights and interests of its Clients in accordance with good practices in tourism.

The agency is obliged to provide all contracted services, as well as to provide answers in case of failure to perform all or part of agreed services. Nevertheless, Šibenik Plus cannot accept responsibility or liability for any alterations, delay or cancellation or any other loss or damage caused by war, civil strife, sickness, bad weather, epidemics, acts of any government or public authority, or any other event outside our control.

If we have to cancel a previously booked facility due to occurrence of extraordinary or foreseen circumstances, we will do our best to offer an alternative accommodation, of the same or higher quality, or refund the moneys paid for the reservation. Additional expenses generated by the difference between the originally booked accommodation and its alternative, will be covered by the Agency.

We cannot be held responsible for any failure or interruption of services to the accommodation, including electricity, plumbing, internet connection, equipment and water, or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property or in its the neighborhood. Šibenik Plus will not be held liable for injuries to persons, loss of, or damage to any property of any person staying in the accommodation unit and/or its general facilities area.

8.2 Client

The Client is obliged to meet the requirements anticipated by the regulations of the Republic of Croatia and the country through which he travels.

The Client has to observe the house rules of the accommodation facility. In case of their non observance, the Owner is entitled to deny the further stay to the Client, without any refund.

The Client is personally responsible for any damages caused and shall cover the damage directly to the Owner. Under no circumstance the agency takes responsibility for the damage.

The Client has to respect the maximum occupancy stated in the accommodation unit description and the Owner reserves the right not to accept unannounced persons, as well as to charge additional fees if the maximum number of persons has been exceeded.

9. Complaints

While we endeavor to ensure high standards of our services and the accommodations offered, should you need to make a complaint, the following procedure applies:

• the Client has to inspect the property on arrival

• the Client has to report immediately any problems with the property

All complaints should be made during the tenancy, in first instance to the owner, in order to give them the possibility to instigate rectification, and secondly to Šibenik Plus, in order that we may investigate on your behalf. Šibenik Plus will take all reasonable steps to settle the problem in the shortest possible period. We or the Owner cannot be held responsible for any perceived inadequacies in any of the properties that are not as such faults.

If we failed in fulfilling our obligations or didn’t provide a quality service, the Client can submit a written complaint. Since it is Client’s interest to try to resolve his complaint immediately at the destination, the complaint should be submitted personally to our office in the Obala palih omladinaca street nr.7 , 22 000 Šibenik, or sent via e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.. If the client doesn’t submit the complaint immediately, he will be not allowed to claim any refunds or raise lawsuits against the Agency. In no circumstances can compensation be made for complaints raised only after the tenancy has ended.

If there is no improvement even after the complaint, the Client 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. The Client should submit this certificate along with a written complaint within 8 days from the end of his stay. If the Client fails to submit a complaint in writing within this period, Šibenik Plus is not obliged to consider it.

The Agency is obliged to make a written decision regarding the complaint within 14 days after its receipt. The decision could be postponed by another 14 days if the Agency needs to gather additional information about the complaint. During this process, i.e. up to 14 (or 28) days from submitting the complaint, the Client irrevocably waives the right of mediation by any other person or institution, as well as providing information to the media. During the same period, the customer waives the right to raise a law suit.

The maximum amount of compensation per complaint may reach the amount of the disputed part of services, but it may not include the services already used, or the entire booking cost. The right of the Client to compensation for ideal damages is excluded by the Act on the Provision of Tourism Services.

10. Jurisdiction

The services we offer are governed only by Croatian law and any disputes will fall within the exclusive jurisdiction of the Croatian courts of law.



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