Terms and conditions

Please read these terms and conditions before using the services of the website rovinj.com, 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.

This rovinj.com website is owned by the tourist agency Natale doo ("Natale", “Agency” “we”, “us”, “our”) a company registered in Rijeka, with its headquarters in Rovinj, Giosue Carducci 4, VAT nr. 28077757756, ID code: HR-B-52-040116259, Croatia. We mediate in renting private accommodation in Rovinj and its surroundings between clients (“Renter”, “Customer”, “you”) and house-owners/property managers (“Owner”) according to information published on the website www.rovinj.com (“Site”). We are members of the Association of Croatian Travel Agents (UHPA).

1. Use of our website

By accessing this website you agree to be legally bound by these terms and conditions. If you do not agree to be bound by these terms and conditions, you may not use or access our service

Except where otherwise noted, the contents of this website including the design, text, graphics, photos and arrangement of the pages are our property and are our copyrighted material or that of the relevant content providers. The contents of the Site are protected by the Croatian and international copyright laws. You may only use the website to make legitimate inquiries and bookings, as well as for other actions foreseen by the Site. You must not copy, transmit, modify, reproduce, download or use for any commercial purpose or for any purposes which are unlawful. All rights are reserved.

The Client bounds to provide correct personal information where required (name, e-mail address, etc.) and agrees that the Agency may use this information for future contacts. You are not allowed to provide incorrect information or make fictitious bookings, in case of which the Agency preserves the right to cancel the contract with the Client at his expenses.

In order to improve the services of the website, this Terms and conditions might be subject to change at any time without notice. The Agency is not responsible for the content of any off-site pages or any other sites linked to the Site.

2. Rentals

Natale acts as agent for the Owners of the holiday properties featured on this Site. 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 shown on our website has been inspected by Natale 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 3.00 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 Rovinj becomes very busy at certain times of year.

Please use the online booking form to make a booking request, providing your personal details and selecting the desired period of stay. As soon as you have completed the booking form, within a few minutes you will receive an auto response e-mail with the delivery receipt. As the next step, the Agency will check the availability of the desired accommodation and inform you about the status of your reservation within 24 hours. If the chosen accommodation is available, we will send you a confirmation e-mail with instructions for its completion and payment details. Should the chosen accommodation not be available, Natale would give its best to offer an alternative accommodation with similar characteristics (which the Client doesn’t have to accept).

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. Please find more details in the Privacy Policy section.

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. For a detailed description of the reservation steps and payment options, please visit the section "How to Book".

4. Payment and costs

When you book your holiday, 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%. As an exception, when the customer prefers to pay only 30% of the total amount in advance and the rest to the agency upon arrival (cash only), he is required to send such a request to the agency in advance, by e-mail to info@rovinj.com. The Agency reserves the right to accept or reject such demands.

All prices for accommodation and services are published on the website. 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.

All prices on the Web site are quoted in Euros (EUR), all fully inclusive of VAT and sojourn tax (in certain cases, the residence tax is paid directly to the owner of the accommodation).

Payment will be accepted by the following means:

  • Bank transfer

Deposit payment shall be made in Euros and have to be clear of all bank charges, exchange rate variations and any other deductions. If this is not the case, we reserve the right to charge the Client for additional reservation costs. The bank transfer should include the reservation number (booking ID), according to information received during the reservation process. Once you have made the bank transfer, please e-mail the payment confirmation to info@rovinj.com (or fax it to +385 (0)52 813 365). We will confirm your booking only after receiving the deposit. The confirmation email will include further instructions for the payment of the balance, which has to be paid 14 days prior to arrival.

  • Credit cards

We accept payments by MasterCard®, Maestro®, Visa and American Express®. There's no additional fee for credit card payments. Credit card payments are secured by SSL encryption protocols.

All payments will be processed in Euro (EUR). If the client uses a different currency, the amounts will be converted into the local currency according to the exchange rate of the credit card issuer (as a result of such conversion, minor deviations from the original price listed on our website are possible).

Credit cards are authorized and charged in real time through the WSpay™ payment gateway.

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. Natale 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, in force at the time of their publication on the website, according to data from the respective facilities received by the Agency. 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. Natale cannot be held responsible for changes carried out by the Owner of the property made without notifying Natale. The Agency assumes no responsibility for any verbal or written information obtained from a third party that is inconsistent with the description of services and facilities on the websites.

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 a week. All beds will be made up on arrival. Sofa beds (where requested) will not be made up, but linen will be provided. The unit descriptions can be found in the section “Information about the accommodation unit”.

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. Per accommodation unit only one pet is allowed.

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

6. Booking cancellation

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, letter or fax to Natale. On the other hand, the Agency has to confirm the cancellation in writing (by email).

Since we incur costs in cancelling your holiday arrangements, a cancellation fee of 25,00 Eur is applicable. The rest of your payment will be returned to your account (the bank transfer charges and exchange rate variations will be put on your costs). If you cancel the booking within 21 days before the beginning of the stay, the Agency will not refund the deposit.

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

  • >22 days before arrival: 25,00 EUR fixed amount for handling costs, plus bank transaction costs
  • 21-11 days before arrival: 30% of the total booking price
  • 10-0 days before arrival: - 100% of the total booking price
  • ‘no-show’ - 100% of the total booking price

If the Customer cancels a booking and finds a replacement (i.e. a new Client) for his reservation, Natale reserves the right to charge only the actual substitution expenses.

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). The act is available at the following link.

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. Natale 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 3 pm to 8 pm on the day of arrival and must be vacated by 10 am on the day of departure. Arrivals after 8 pm must be announced in advance.

At your arrival, you should first come to our agency, in Giosue Carducci street nr. 4, where our team is going to explain you details related to your stay in Rovinj and give you directions to the accommodation unit (in most cases, you will be accompanied by the Owner).

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.

The Client has to respect strictly the arrival and departure times. Any change to the arrival times must be advised to Natale within the office’s opening times prior arrival, otherwise the Owner might refuse the entrance to the property. If the Client has not contacted us latest till 8 pm on the arrival day to advise us of a late arrival or in case of no-show, we will assume the booking has been cancelled and your booking deposit/payment will be charged.

In case of arrivals before 3 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 Natale. 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. Natale 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, Natale 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. Natale 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 (hotel, agent). 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 Natale, in order that we may investigate on your behalf. Natale 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 Giosue Carducci street nr. 4, 52210 Rovinj, or sent via e-mail to info@rovinj.com. 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, Natale 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, the arbitration by UHPA (Croatian Association of Travel Agencies) or other institutions, 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.