Booking

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		Introductory Note These instructions and terms and conditions of booking are integral parts of the Contract drown between Meridien Ten and customers that book services with Meridien Ten. Bookings and contracting A customer may book services organised by Meridien Ten in a Meridien Ten office, on the Meridien Ten web site, by phone, by fax and by other means of remote communication, or with other authorized agents. By signing a contract, a voucher or a booking form, and paying the appropriate amounts, using online or offline payment methods, the customer completely accepts these Terms and Conditions for booking services, which he/she has previously carefully studied. During the booking, and for the purpose of confirming the selected services, the customer pays 30% of the total price of the package (per person), unless stated differently in the program. The balance to the full price is to be paid not later then 14 days before the beginning of services, unless stated differently in the program. We will charge your credit card in HRK (Croatian kunas) according to the selling exchange rate of Meridien Ten's commercial bank on the day of credit card charging, therefore, differences when converting into € are possible. Package price and contents The package price includes services listed in the program. All optional services and/or surcharges are also listed in the program. All types of special services (single bedroom, special diet, etc.) shall be paid by the customer himself/herself and must be ordered by him/her during booking. If a customer asks for a special service during the tour, he/she shall pay for it directly to the Agency representative, in the currency of the respective country. Right to price increase and right to cancellation due to price increase Prices of all services/tours are based on the exchange rate of the Croatian kuna and foreign currencies. Meridien Ten may ask for an increase of the contracted price in case the following occurs after the contract was concluded: • a change of the exchange rate in relation to the program publication date, • a change of the transport costs (fuel, road toll, etc.), • a change in hotels' or carriers' fees. Meridien Ten can inform customers on the change in writing or verbally. A customer may cancel the tour free of charge in case the price increase exceeds 10% of the contracted one, at the latest within 48 hours after the receipt of the written notice. If the customer fails to cancel the tour within the stated term either by personal visit to a Meridien Ten point-of-sale or in writing, it shall be deemed that he/she agrees to the changed price. The published prices are based on Meridien Ten's contract with other suppliers and they may not correspond to the prices stated on the spot, at the destination in which the customer is staying. Children discounts and other benefits Please pay attention to children discounts, as well as other benefits which are stated apart in the description of a package. Travel documents All travel documents shall be sent to 7 days prior to the beginning of our services, you at the latest, unless mentioned otherwise in the program. Travel documents shall include: • for a package with the use of own transport: the original voucher and written notices, if any, • for a bus package: the original voucher and the tour program, • for a flight package: the original voucher, the tour program, and an airplane ticket. Categorization and description of services The accommodation facilities offered in Meridien Ten's programs are described according to the official categorization of the respective country valid at the moment of publication of the program. Official standards of accommodation and services differ in various countries and are not comparable. Meridien Ten shall not be responsible for any verbal or written information differing from the description of services and facilities in the published programs which were obtained from a third party. Accommodation in rooms/apartments The rooms/apartments shall be distributed by the reception desk staff at the place of staying. Unless a customer has explicitly contracted a room/apartment with particular features, he/she shall accept any officially registered accommodation unit for rent in the specific facility described in the catalogue and the price list. Accommodation in a room/apartment is usually not possible before 4.00 p.m. on the service start date, and the customers must usually leave the rooms/apartments until 10.00 a.m. on the service end date. Arrivals after 8.00 p.m. must be advised in advance, unless indicated differently. Pets are allowed in particular cases with an obligatory additional fee. The price includes: linen, cutlery, gas, water and electricity. Final cleaning is included unless stated differently. Cancellation policy If a customer cancels a booking, Meridien Ten shall keep the following cancellation fees: • up to 30 days prior to the departure, 10% of the package price, but at least kn 100 per booking (cca 15 EUR) • 29 to 22 days prior to the departure, 25% of the package price • 21 to 15 days prior to the departure, 40% of the package price • 14 to 8 days prior to the departure, 80% of the package price • 7 days prior to the departure and after the tour start date, 100% of the package price. The stated cancellation fees shall also apply to changes of departure dates or the type of accommodation facilities, as well as to other major changes. Eventual different cancellation fees from the stated ones are included in the specific program to which they refer. If a customer who cancels the tour finds a new user of the same booking, Meridien Ten shall charge only the costs caused by the replacement. In case of the cancellation of entire packages, the costs for obtaining of visa/s or travel documents are not refunded. Insurance from risk of cancellation If, during the booking of a tour, a customer anticipates that he/she might have to cancel the tour due to unexpected obstacles, in order to avoid cancellation fees stated in Clause 9 of these Terms and Conditions, he/she can contract an insurance covering cancellation risks. This insurance has to be stipulated and paid during the conclusion of the Travel Contract and it cannot be paid subsequently. The insurance premium depends on the services value, and is calculated according to the price list of the insurance company. An unanticipated obstacle has occurred if any of the following circumstances have taken effect: • Serious illness or death: of the insured person of his/her spouse of his/her child of his/her parent, brother or sister or his/her spouse's parent, brother or sister of his adoptee or adopter. • Natural disaster • Military drill In case of cancellation of a package, the amount of the Cancellation risk insurance shall not be refunded. The cost of obtaining visas shall not be refunded even when the customer paid the Cancellation risk insurance. Other insurance conditions shall be enclosed to the insurance policy. Insurance from accident and illness consequences, insurance from risk of damage and loss of baggage and voluntary health insurance of persons during travelling and staying abroad Package prices do not include the insurance from the risk of accident and illness while on travel, the insurance from the risk of damage and loss of baggage or voluntary health insurance. By signing the tour Contract, with these Terms and Conditions as its integral part, it is understood that additional insurances stated in the previous paragraph have been offered and recommended to customers. In case that the customer requests the stated insurances, the respective policies can be drown directly with an insurer or through Meridien Ten, whereby Meridien Ten acts only as a mediator. We recommend that you study the insurance terms carefully before the purchasing. Cancellation by Meridien Ten or change of program Meridien Ten reserves the right to cancel any travel arrangement in case the sufficient number of passengers has not booked the program, but not later then 3 days prior to the package start date. The minimum number of passengers required for a specific travel shall be specifically marked on each program/package. Meridien Ten reserves the right to a full or partial change of the tour program in cases when extraordinary circumstances occur that could not have been anticipated or avoided before the package start date. Meridien Ten also reserves the right to change the date or the time of the departure due to a change in the flight schedule or the onset of unanticipated circumstances, as well as the right to change the route in case of a change of travel conditions, such as: the changed flight schedule, safety conditions in a country, (unfavourable) weather conditions without paying out damages, according to the current regulations in international traffic. If the tour is cancelled by Meridien Ten, the customer shall be entitled to the reimbursement of the full amount paid. Passports and visas Customers are obliged to have valid passports. Meridien ten will not be held responsible for cancellations of travel due to invalid passports, and if Meridien Ten would suffer an additional damage due to such an omission by a customer, the customer is obliged to compensate all losses. If a passport is lost or stolen during travel, the costs of issuing of a new passport shall be borne by the customer himself/herself. Meridien Ten's guide shall assist the customer in such a situation, taking care about the normal course of the program thereby If a visa is required for a travel, Meridien Ten may mediate in its obtaining at a special additional fee. Meridien Ten shall not be responsible for decisions by Immigration and/or Customs or other Authorities banning a passenger's entry into a particular country. Foreign exchange and customs regulations Customers are obliged to comply with all foreign exchange and customs regulations, as well as with laws and other by-laws of the Republic of Croatia and other countries through which they travel and where they stay. If the tour cannot be continued because of a violation of regulations by a customer, all costs and consequences shall be borne by the responsible person. Health regulations Travellers ought to observe each country’s health and vaccination regulations. When travelling to such countries, customers ought to hold certificates and documents about vaccinations. Baggage Transport of baggage by plane is free of charge up to the weight defined by the airline company. The customer pays for the excess baggage according to the current prices of the airline company. Regardless of age, children are not entitled to a free of charge baggage transport in air transport. In case of bus transport, a customer may bring along 2 pieces of personal baggage. Customers are obliged to take care about their belongings brought onto a bus and are obliged to bring them along whenever leaving the bus. Otherwise, customers shall be responsible for theft, loss or damage of objects left unattended in the bus. Complaints Customers are obliged to write a complaint in the book of complaints of the service provider, that will endeavour to correct faulty services provided. If there is no improvement after such a complaint, the customer should ask for a certificate from which it is evident that the service has not been provided, or a faulty service has been. The customer is to enclose the certificate to his/her written complaint to Meridien Ten. The customer is to make a written complaint not later then 8 days after the end of travel. If the customer makes a written complaint after the expiry of that term, Meridien Ten is not bound to take such a complaint into consideration The organizer is obliged to give an answer in writing regarding the complaint within 14 days after the receipt of the complaint, and it can postpone the term for the ruling about the complaint for another 14 days on account of collecting all relative information. The organizer shall resolve only such complaints which could not have been solved at the very place of stay. While the procedure of resolving is under way, and that for a maximum of 28 days after giving the complaint, the customer waives the right of mediation by any other person or Authority, as well as giving information to the media. The customer also waives the right to press legal charges in a Court of law during the mentioned period. The maximum amount of compensation per complaint may reach the amount of the advertised part of services, but it may not include the services already used, or the entire package amount. The customer and Meridien Ten will endeavour to resolve disputes in an amicable way and in mutual agreement, while the competence of the Court in Split and application of the Croatian law are stipulated, this not being possible. Meridien Ten's obligations Meridien Ten is obliged to take good care of provided services, as well as about the choice of service providers, and to take care about the customers' rights and interests in compliance with good practice in tourism. Meridien Ten is obliged to provide customers with all contracted services for a particular package, and to provide valid explanations for eventual faulty services or a part of services. Meridien Ten shall fulfil all the mentioned obligations from its programs completely and as described, except in the event of Acts of God or changed circumstances. In such cases, Meridien Ten shall offer a substitute solution if that is possible. Meridien Ten is not obliged to provide services beyond these Terms and Conditions. Customer's obligations The customer is obliged to compile with the laws and regulations of the Republic of Croatia and/or the country through which or to which he/she travels, and to observe the house rules in hotels and other facilities, as well as to co-operate with the representative of the organizer and with service providers. The customer shall be personally responsible for any damage he/she causes, particularly for the damage arisen as the consequence of failure to observe the contract and these General Terms and Conditions. The customer shall cover the damage he/she caused immediately at the hotel reception desk and at another place stipulated by the damaged. Warranty in case of insolvency or bankruptcy of tour organizer Further to the Law on Tourist Activity in Croatia, in case of insolvency or bankruptcy of Meridien Ten, customers travelling at that very moment, as well as persons who paid down- payments for travel should contact the provider stated on the travel certificate or any other corresponding document immediately. Final provisions These General Terms and Conditions are an integral part of the Contract that a customer concludes with Meridien Ten. Possible/anticipated deviations from these Conditions must be stated in the program. By signing the contract, the customer fully accepts the program and the conditions of the travel.
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