Terms & Conditions
Content
These Terms & Conditions apply to the rental of rooms and vacation homes by Guest House Rustico (hereinafter: the “Accommodation”). By using the service (making a reservation, arriving and staying), the user (the “Guest”) accepts these Terms and undertakes to comply with them.
Definitions
Guest, User, You, Your — refers to the person who makes a reservation, arrives at, or stays in the Accommodation and who accepts these Terms & Conditions.
Service provider, We, Our — refers to the owner and operator of the Accommodation, Guest House Rustico
Accommodation — the rooms and vacation homes managed by Guest House Rustico. Guest House Rustico
Any use of the above terminology or other words in the singular, plural, capitalized or lowercase form is considered interchangeable and therefore refers to the same.
General provisions
- These Terms regulate the mutual rights and obligations between the Service Provider and the Guest.
- The Terms apply equally to all reservations and to all persons staying in the Accommodation, including children, companions and visitors.
- The Service Provider reserves the right to modify these Terms at any time — changes take effect upon publication on this website.
- If any provision of these Terms is invalid (void), this does not affect the validity of the remaining provisions.
- The authoritative language for these Terms is Croatian. In the event of translations into other languages, the Croatian text shall prevail.
Means of communication
Official means of communication are:
- Email: info@plitviceaccommodation.com
- Web form / reservation system
- Telephone number: +385 98 572 858 (call / SMS / WhatsApp / Viber)
The Service Provider will provide the Guest, together with an offer or booking confirmation, with these Terms & Conditions, the House Rules, information on personal data protection (GDPR), and the security deposit terms.
All notices and changes (e.g., to a reservation) must be submitted in writing (e.g., by email) unless otherwise agreed.
Reservation of accommodation
- A Guest may request a reservation via the web form, email, telephone, or through Booking.com, Airbnb, or Expedia platforms.
- The Service Provider will send an offer with the exact amount and payment terms within 24 hours, in accordance with these Terms & Conditions.
- To confirm a reservation, the Guest must meet the following conditions (cumulatively):
a) be of legal age (≥ 18 years);
b) pay a deposit of 20% of the total price within the deadline stated in the offer;
c) provide proof of payment (confirmation — bank statement);
d) the Service Provider must accept and confirm the reservation by sending a booking confirmation via email. - If the deposit is not paid within the specified deadline, the reservation is considered void and the Service Provider reserves the right to accept another guest’s reservation.
- If a reservation is requested less than 10 days before arrival, the Service Provider may require immediate payment of 100% of the price.
- Each reservation refers to a specific accommodation unit, period and number of persons, and cannot be changed automatically without agreement.
Deposit
- The deposit serves as a guarantee of the reservation’s seriousness and as protection against no-shows.
- The deposit amount is 20% and must be paid within 24 hours of receiving the payment offer.
- If the Guest does not pay the deposit, the reservation is considered canceled without obligation by the lessor.
- If a reservation is requested less than 10 days before arrival, the Service Provider may require full payment immediately.
- In case of cancellation under the refund rules (see Refund Policy section), the Service Provider will refund the deposit (in whole or in part) in accordance with those terms.
By paying the deposit, the Guest confirms that they have read, understood and accepted these Terms & Conditions, the House Rules and the data protection information.
Security deposit and damage charges
- The Service Provider may require a security deposit from the Guest upon arrival.
- The deposit is provided in cash or by bank transfer to the Service Provider’s account and typically equals the value of one night’s stay or another fixed amount communicated in advance.
- The Guest pays the deposit after inspecting the unit and receiving the keys. The Service Provider issues a receipt for the deposit.
- If the Guest refuses to provide the deposit, the Service Provider may deny access to the Accommodation and the reservation may be canceled.
- The Service Provider is entitled to retain the deposit, in whole or in part, if damage, loss or breach of the House Rules is determined.
- In case of retention of the deposit, a written record describing the damage shall be prepared and signed by the Guest and the Service Provider.
- If no damage is found, the Service Provider returns the deposit immediately if paid in cash, or returns it by bank transfer if the deposit was paid via bank transaction or credit card.
Prices, payment and additional services
- Accommodation prices are published on this website, in the offer and/or reservation system.
- Prices are quoted in EUR and include the tourist tax, unless otherwise stated.
- The accommodation price includes electricity, water, heating/air conditioning, departure cleaning, basic consumables (toilet paper, soap, shampoo), bed linen and towels.
- The Service Provider may charge for additional services (e.g., cleaning, laundry, luggage transfer, airport transfer) and other fees, which must be previously communicated to the Guest.
- Payment methods may include:
- bank transfer prior to arrival;
- cash on arrival;
- card payment in advance or upon arrival.
- Payment is typically made in two installments: 20% deposit to confirm the reservation and 80% on arrival or a few days before arrival — by arrangement.
If the Guest cannot pay the remaining amount on arrival, the Service Provider reserves the right to cancel the reservation without delay and to retain the paid deposit.
Refund policy
Refunds are made only in cases provided for in these Terms.
No refund is possible in the following cases:
- Guest’s no-show;
- early departure by the Guest (if the stay has already started);
- breach of the House Rules or conditions that lead to immediate termination of the stay;
- if the Guest leaves the property due to a break-in, damage, accident, etc.;
- if the Guest cancels the reservation less than 10 days before arrival.
The Service Provider may refund payments using the same payment method used by the Guest (unless otherwise agreed).
Bank transfer fees are borne by the Guest.
Cancellation and modification of reservation
- The Guest may cancel a reservation by email or telephone (call / SMS / WhatsApp / Viber).
- Cancellation terms:
- ≥ 10 days before arrival: 100% refund of the deposit;
- < < 10 days before arrival: no refund.
- Modification of a reservation (date, number of guests) is possible only by agreement with the Service Provider and subject to availability.
- If the Guest requests a modification, the Service Provider may accept or reject it; the original cancellation terms apply.
- If the Guest fails to show up, the reservation is considered canceled and the Service Provider retains the deposit.
Arrival and departure (check‑in / check‑out)
- Standard check‑in time is from 2:00 PM to 10:00 PM.
- Standard check‑out time is from 7:00 AM to 10:00 AM.
- Early check‑in (before 2:00 PM) and late check‑out (after 10:00 AM) are possible only by prior arrangement and depend on availability.
- If a Guest does not observe the agreed check‑out time, the Service Provider has the right to charge an additional fee equal to 50% of one night for a late check‑out between 10:00 AM and 2:00 PM, and the full nightly rate for departures after 2:00 PM.
- If the Guest fails to arrive at the agreed time and does not notify the Service Provider, the reservation may be canceled (no‑show) at the end of the day, and the Service Provider has the right to release the accommodation to other bookings.
- If the Guest notifies that they will arrive late, the Service Provider will hold the reservation for up to 24 hours from the agreed arrival time, and the Guest is obliged to pay the full amount for the reserved accommodation.
- If the Guest decides to leave early without a justified reason, they are obliged to pay the full accommodation amount.
Identity documents, data and documentation
- Upon arrival, the Guest must present a valid identity document (identity card, driver’s license or passport) for registration in the eVisitor system.
- AIf the Guest refuses to present an identity document, the Service Provider may refuse the service and retain the deposit.
- The Service Provider processes personal data in accordance with the GDPR and applicable Croatian laws.
- Collected data are used exclusively for contract performance, guest registration, and financial and accounting purposes.
- The Guest has the right to request access to their data, rectification, erasure and restriction of processing in accordance with the GDPR.
- The Service Provider does not share personal data with third parties except where necessary due to legal obligations (e.g., public authorities, tourism institutions).
Accommodation units, capacity and use
- The accommodation units are described on the website: descriptions, photos and capacities correspond to the actual condition, within reasonable limits.
- The number of persons in a unit must not exceed the permitted capacity.
- If more people occupy a unit than agreed, the Service Provider may request that the excess persons leave the unit, and if they refuse, terminate the contract without refund.
- Erecting tents, caravans, or adding extra beds beyond described capacity is not allowed.
- Pets are allowed only if clearly stated in the unit description. If prohibited, bringing a pet may justify immediate contract termination without refund.
- Smoking is prohibited in all indoor areas of the Accommodation. If a Guest smokes where not permitted, the Service Provider may charge additional cleaning fees and/or retain the deposit.
- Guests must use all inventory, appliances and equipment in and around the Accommodation with care and at their own risk.
- The Service Provider may access the unit for maintenance, cleaning and urgent interventions with prior notice to the Guest, except in emergencies.
Personal belongings and security
- The Guest is responsible for their belongings inside and outside the Accommodation.
- The Service Provider is not liable for loss, damage or theft of personal items unless damage is proven to be caused directly by the Service Provider’s fault.
- Guests are advised to keep valuables locked and not leave them unattended.
In case of suspected burglary or damage, the Guest should immediately notify the Service Provider and the police if necessary.
House Rules
- The House Rules are an integral part of these Terms and are available on this website and inside each accommodation unit.
- The Guest must comply with the House Rules — including rules regarding noise, use of shared spaces, pets, parking, etc.
- The Service Provider has the right to warn a Guest for non‑compliance with the House Rules.
- If breaches continue, the Service Provider may terminate the contract and require eviction within 2 hours, without refund of the deposit, accommodation fee or deposit.
- In rare situations (for safety or operational reasons) the Service Provider reserves the right to enter the unit, with prior notice to the Guest.
Complaints, claims and defects
- The Guest is obliged to inspect the accommodation upon arrival and immediately report any irregularities, defects or damage.
- If a complaint is not reported in a timely manner, it is deemed that the Guest accepted the condition of the unit.
- If the Guest notices cleanliness issues or defects in the inventory, they have the right to lodge a complaint by phone and request rectification within a reasonable period.
- Complaints may be submitted during the stay and in writing, by email or via the online form.
- The Service Provider will acknowledge receipt of the complaint and endeavor to resolve it within a reasonable time, and no later than 15 days from receipt.
- The Service Provider is liable if equipment, condition or description of the accommodation materially deviates from the published offer, but only to the extent reasonably foreseeable and provided the complaint was made timely.
- Unknown subsequent claims (after check‑out) will not be considered, except for obvious hidden defects that could not have been detected earlier.
Force majeure and extraordinary circumstances (limitation of liability)
- If the accommodation is prevented or substantially disrupted due to force majeure (flood, earthquake, fire, epidemic, war, civil unrest, natural disasters), the Service Provider has the right to terminate the contract and refund the Guest for unused nights.
- If the property cannot provide the service due to extraordinary events (power outage, breakdown, repairs, local authority ban), the Service Provider may offer an alternative date or refund the Guest for unused nights.
- The Service Provider is not responsible for disturbances and events beyond its control (e.g., neighbor noise, traffic, poor internet/phone signal, allergic reactions, insect bites, etc.).
- The Service Provider is not liable for injuries, losses or damages suffered by the Guest or third parties due to negligence or improper use of the Accommodation or inventory.
Final provisions
- These Terms enter into force upon publication on this website and apply to all reservations from that moment onward.
- By booking the Accommodation, the Guest accepts these Terms & Conditions, the House Rules and the Privacy Policy.
- The Service Provider may amend the Terms — new versions will be published online. The Guest may reject the new Terms, but then may not use the service after the changes take effect.
- These Terms apply regardless of the booking method (direct or via third‑party platforms).
- Matters not regulated by these Terms are governed by the relevant Croatian laws (e.g., the Obligations Act, the Act on the Provision of Tourism Services, the Consumer Protection Act).
- Jurisdiction for dispute resolution is the court competent for the place of accommodation (or as provided by law).
- A complaint regarding interpretation or validity of these Terms does not exclude the right to take other legal measures.
Changes to these Terms & Conditions
We reserve the right to amend these Terms & Conditions.
Last amended: July 22, 2025.
Version 1.0
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3 Apr–15 Nov 2026
Monday - Sunday
7:00 AM - 10:00 PM
