Zelena Gorica d.o.o.
Kalinovica 3/V, Zagreb, Hrvatska
OIB: 73197884037

Zelena Gorica d.o.o. (hereinafter referred to as the “Property”) offers and sells services in accordance with the published information, description, date, and valid price list, and in accordance with the confirmed reservation, in its own name and on its own behalf. An agency or tour operator may appear as the service customer for the end user. The provisions of the General Terms and Conditions also apply to them as intermediaries. By submitting a reservation request, you confirm that you agree to the Property’s General Terms and Conditions, which then become a legal obligation. When providing services, the Property applies the rules prescribed by the house rules, hotel and catering customs, and in accordance with the valid positive legal regulations of the Republic of Croatia.

Service Price

The valid price of the service is stated in the offer received through the Online booking system or the Reservations department. Contracted services cannot be combined with other promotional offers or packages, unless otherwise agreed. In case of any changes or deviations from the reserved services, regular prices will be charged. Refunds are not possible for unused services. The guest himself pays all types of special services that are not included in the price and must be ordered when making the reservation or upon request on the spot. Prices in euros are informative. The reservation system applies the Property’s daily best rates. VAT is included in the prices.

Tourist Tax

Tourist tax is included in the listed accommodation prices.

Tourist tax is expressed in EUR.

The Assembly of the Dubrovnik-Neretva County makes the decision on the amount of tourist tax and is stated in the price list. Children under 12 do not pay tourist tax. Children aged 12 to 18 pay 50% tourist tax.

Notes Regarding the Reservation Procedure

When booking accommodation, regardless of the age of the children, you must indicate them in the reservation. Children ages 0 to 2 stay free. Persons over 2 years of age are considered adults. If you want to change or cancel a made reservation, you can make changes online, in accordance with the Reservation Cancellation Conditions.

The Property reserves the right to refuse, cancel or change the reservation if there has been a misuse of the reservation system or if it was made with an obvious error by the user. The guest can cancel the reservation free of charge up to 14 days before arrival, and 14 days before arrival until the day of arrival, the full amount of the reservation will be charged.

Payment Terms

For Individual Reservations

Reservations At Regular Prices

Within 14 days before arrival, the Property reserves the right to charge the full amount of the reservation.

The guest must provide valid credit card details which the Property will charge for the stated purposes.

In case the credit card details are incorrect, the Property will notify the guest and cancel the reservation.

If the guest wants to pay the amount of the reservation directly, the payment must be made no later than 14 days before arrival.

Reservations At Special Prices With Non-Refundable Payment

The Property will immediately charge the guest the full amount of the reservation (excluding tourist tax and possible additional services) immediately after the reservation is made. The guest must provide valid credit card details which the Property will charge for the stated purposes.

In case the credit card details are incorrect, the Property will notify the guest and cancel the reservation.

Invoice and Payment

The estimate/invoice is issued based on the agreed conditions and confirmation of the Partner and on the basis of compliance with the cancellation deadlines. A valid credit card is required as a guarantee for the reservation. We reserve the right to pre-authorize the credit card before arrival. In case of unsuccessful pre-authorization, the reservation may be canceled with prior notice. Payment for services is possible only in EUR. One-time payment can be made by credit card (Visa, Mastercard), debit card, or bank transfer.

Late check-out is possible only with the prior confirmation of the Property and for an additional fee. Late check-out depends on availability.

Reservation Cancellation Conditions

Arrivals after 20:00 must be announced in advance to the Property contacts and obtain a verbal or written confirmation from the Property, otherwise the Property does not guarantee the possibility of performing the service, unless otherwise indicated.

For Individual Reservations

Cancellation Conditions For Individual Reservations At Regular Prices

Cancellation of individual reservations (reservations for less than 12 persons) without charge is possible up to 14 days before arrival.

In case of late cancellation (14 days before arrival) or no-show, the Property reserves the right to charge 100% of the total price of the service.

Cancellation of reservations after check-in (shortening of stay in relation to the original reservation): the Property can charge a cancellation fee of 100% of the value of the remaining reserved but unused days.

A request for cancellation or change of reservation must be sent in writing to the email address reservations@cascade-dubrovnik.hr and is valid upon receipt of a written confirmation from the Property.

Cancellation Conditions For Individual Reservations At Special Prices With Non-Refundable Payment

In case of any cancellation of reservations (cancellation at any time after the reservation is made, no-show of the guest, refusal of the booked room for unjustified reasons, cancellation of reservations after check-in at the Property i.e. shortening of stay), the Property will retain the previously fully charged non-refundable amount of the reservation.

Confirmation Of Reservation And Travel Document

The documentation is sent to the guest by e-mail, and includes the confirmation of the reservation and the agreed services, if the service is guaranteed by payment of a deposit. The written confirmation of the reservation must contain the reservation number, the name and surname of the guest, and the accommodation details.

Guests are obliged to possess valid personal travel documents. Invalid documents, which cause cancellation of the trip, and if the Property suffers additional damage due to such a guest’s omission, the guest is obliged to compensate for the same. If during the trip there is a loss or theft of travel documents, the guest bears the costs of issuing new documents. The Property is not responsible for the decisions of customs and police and other state bodies which do not allow the guest to enter a particular country.

Force Majeure

The Client and the Property are released from the performance of their contractual obligations in the event of circumstances which are considered “force majeure” as long as such circumstances last and affect the performance of the contractual obligations, which is described in more detail in this article.

The term “force majeure” means unusual and unforeseen events beyond the parties’ control. Such events include (for example) war, threat of war, demonstrations, natural or nuclear disaster, fire, epidemic, bad weather conditions, terrorist attack, government decisions and/or presidential decisions and/or parliamentary decisions (e.g. decisions on closing borders, decisions on prohibiting leaving the country of residence, decisions on any bans related to travel outside the country), Act of God, and other similar circumstances. The Client may be released from obligations due to “force majeure” in any sense only if it is prevented from fulfilling the obligations of the Contract, and is unable to make alternative arrangements, after having taken all necessary measures to do so. The Property may invoke “force majeure” if it is prevented or associated with great difficulty in providing safe accommodation, when in the opinion of the Property the health, comfort or enjoyment of the client is endangered and when due to all this the safety of guests and employees could be endangered.

Other Accommodation Conditions

Check-in and room entry are possible after 3:00 pm on the day of arrival.

Check-out and leaving the room are possible until 10:00 am on the day of departure.

The Property reserves the right to refuse the service of stay and other services to those guests whose behavior in any way is not in accordance with the house rules of the Property, which disrupts the peace and dignity of other guests or staff, or which endangers their safety or well-being. The Property does not accept accommodation for persons under 18 years of age without the accompaniment of an adult. Any complaints or grievances of guests will be considered by the Property only if they were submitted during the stay and either on the spot directly to the responsible person at the Property, or through the agency that made the reservation, or through the official representative. The management reserves the right to close the swimming pool, fitness center, etc. in case of necessary repairs, required maintenance, or seasonal closure during the winter period.

Property’s Rights To Change And Cancel Reservation

The Property reserves the right to change or cancel the reservation at any time, in case of circumstances beyond our control, which cannot be foreseen, avoided or postponed, and undertakes to notify the client in advance. The Property will try to find the guest accommodation of the same or higher category or offer other dates within the same accommodation unit of the Property itself. In cases where alternative accommodation cannot be found or the guest does not agree to the replacement, and the reservation has been paid in advance, the Property reserves the right to cancel the reservation and will refund the full amount paid.

Complaints

It is in the guest’s best interest to try to resolve their complaint immediately at the destination. If there is no improvement after the complaint, the guest must request a confirmation that the service was not provided, or that it was not provided in the manner agreed upon. The guest must attach the confirmation to the written complaint. The guest is obliged to submit a written complaint within 8 days of using the service. If the guest submits a written complaint after the deadline, the Property is not obliged to consider it. The Property is obliged to issue a written decision on the complaint. The Property will only deal with complaints that could not be resolved on the spot. While the resolution process is ongoing, the guest irrevocably waives the mediation of any other person, arbitration of any other institution, as well as the provision of information to the media. The guest also waives the right to sue during this time. The maximum amount of compensation per complaint may reach the amount of the disputed part of the service, but cannot cover already used services or the entire amount of the package. The guest and the Property will strive to resolve disputes amicably, and failing that, they agree to the jurisdiction of the Court in Split. The applicable law will be Croatian law.

Categorization And Descriptions Of Facilities

The offered accommodation and other capacities are described according to the official categorization of the Republic of Croatia. The Property does not assume responsibility for any oral or written information that is not in accordance with the description of the services and the facility itself in the published programs, and which was obtained from a third party. The Property is not responsible for inaccurate information provided by business partners.