OPĆI UVJETI POSLOVANJA

1. General

Heritage Hotel Lucia: Dante Hospitality d.o.o., Branitelja Dubrovnika 12, 20000 Dubrovnik, Croatia, OIB: 45291201948 (hereinafter “Dante Hospitality” or “We”) is a company providing, among other services, hotel accommodation. Dante Hospitality adopts these General Terms and Conditions (hereinafter referred to as the “Terms“) which apply to all guests making reservation through our website for accommodation at our hotel as well as to any third parties (hereinafter referred to as “guests” or “You“).

General Terms: These Terms apply to all guests and any third parties making, arranging, or paying for a reservation on behalf of a guest. By making a reservation for accommodation through our website, you agree to these Terms which govern your use of the accommodation. The Terms in effect on the day of your reservation confirmation shall apply. We reserve the right to modify these Terms unilaterally at any time. The current version will always be available on our website.

A contract for the provision of accommodation services is concluded between you and Dante Hospitality at the moment you accept these Terms and Conditions during the reservation process on our website. Your reservation is subsequently confirmed upon completion of the reservation process on our website and issuance of our reservation confirmation.The Terms together with the reservation confirmation form the full agreement regarding your stay and any associated services provided by us, including accommodation and meals (hereinafter “Agreement”).

2. Accommodation Units

Description of Accommodation Units: We guarantee that all advertised units have the necessary permits and classifications issued by the competent authorities. We also guarantee the accuracy of the advertised information and that it corresponds to the actual condition of the unit. Please note that the price not include additional services.

Gosti: A “guest” is any person who makes a reservation. The guest making the reservation and payment must be at least 18 years old. The term “guest” also includes all other persons included in the reservation by the booking guest, including children over 2 years old.

Non-fulfillment: If a reservation cannot be fulfilled due to reasons beyond our control, we reserve the right to cancel your reservation and will refund any paid amount without delay. In such cases, we will make reasonable efforts to arrange alternative accommodation of a similar standard for the guest, or, where appropriate, offer alternative dates for the stay.

3. Arrival and Departure:

Check-in: The earliest check-in is at 2pm on the day of arrival. Guests must present a valid ID or other appropriate document to the employees of the hotel for registration with the Croatian National Tourist Board (HTZ). This information will not be used for any other purposes. Guests who fail to present a valid document for legally required registration may be denied access to the hotel without a refund.

Check-out: The latest check-out is at 11am on the day of departure. Guests are required to behave responsibly during their stay and return the unit in the same condition in which it was received. Final cleaning does not exempt the guest from basic tidying and housekeeping duties.

All reservations are subject to availability and confirmation by the hotel.

Any check-in after the designated check-in time or check-out after the designated check-out time shall be subject to an additional charge of no less than 50% of the price of one night’s stay in the respective accommodation unit.

4. Use of Accommodation Unit:

Unless otherwise agreed, the accommodation unit may only be used for holiday purposes. Any commercial use is strictly prohibited. In case of illegal activity, violation of public order, breach of house rules, or if the reservation does not match the actual condition of the accommodation unit, we reserve the right to terminate the agreement, evict the guests, and retain the paid amount.

Number of Guests: At any time, the maximum number of guests permitted in an accommodation unit is two (2). This limit includes children over two (2) years of age, who shall be counted as guests for occupancy purposes. The number of guests may be changed after the initial reservation, provided that any such change is requested no later than seven (7) days prior to the scheduled arrival date.

House Rules: The hotel has its own house rules, which are made available and displayed in a visible location within the hotel. Guests are required to read and comply with these rules. Failure to comply with the house rules constitutes a breach of these Terms.

Pets: Pets are not allowed within the hotel premises.

No Smoking: Smoking is strictly prohibited in all accommodation units.

5. Guest Complaints:

Guests must report any issues (unclean units, damage, or defects) to the hotel staff immediately upon arrival. Otherwise, the unit is considered accepted in good condition. Complaints discovered later must be reported to the hotel staff within 24 hours. Guests must provide reasonable opportunity for the issues to be resolved. Premature departure without allowing remedy is at the guest’s own cost. Guests must minimize any further damage or deterioration to the unit.

Written Complaints: Guests may submit written complaints by mail or email to the following contact details: info@heritagehotellucia.com or Heritage Hotel Lucia, Branitela Dubrovnika 12. We will respond in writing within 15 days of receipt.

6. Payment:

Guests may choose between two types of reservation rates: a refundable rate and a non-refundable rate.

For reservations made under the refundable rate, payment for accommodation is due upon check-out. Guests have the right to cancel their reservation free of charge up to seven (7) days prior to the scheduled arrival date. In such cases, no accommodation charges will be applied. If the reservation is cancelled within seven (7) days prior to arrival or in case of a no-show, the full price of the accommodation will be charged. At the time of booking under this rate, guests are required to provide credit card details for pre-authorisation purposes.

For reservations made under the non-refundable rate, the full accommodation price is charged at the time of booking. Such reservations cannot be cancelled or modified and are not eligible for any refund.

7. Changes:

Force Majeure: We are not responsible for circumstances beyond our control (e.g., war, natural disasters, epidemics, strikes, border closures). In such cases, we may terminate the agreement or offer alternative dates.

Termination: In case of a breach of these Terms, we may terminate the contract, evict the guests, and retain the price of the accommodation. Guests must vacate the property within two (2) hours. No refunds will be provided.

8. Damage Deposit and Liability:

Guests are responsible for any damage caused to the property, including its equipment, furnishings, or external areas, except for normal wear and tear. In the event of any damage, the hotel shall charge a minimum fee of EUR 500 per incident and reserves the right to charge a higher amount depending on the extent of the damage and the actual repair or replacement costs incurred. The hotel may deduct such amounts from any security deposit, if applicable, or charge the guest directly.

9. Privacy:

Information on personal data processing is available in our separate Privacy Policy on our website.

10. Final Provisions and Jurisdiction

We provide property information via our website and strive for accuracy.

These Terms apply solely to accommodation services. Additional services or products are subject to separate agreements. These Terms are drafted in English and Croatian; in case of any discrepancies, the Croatian version shall prevail. These Terms are governed by Croatian law, including the Croatian Obligations Act. While the hotel takes reasonable steps to ensure the safety and security of guests, it cannot be held responsible for loss, theft, or damage to personal belongings unless such loss or damage is caused by the hotel’s negligence.