Imperiala d.d. Rab - provides the service of accommodation in accordance to the available information, according to the description and term of the provided offer, i.e. confirmed reservation, except in case of special circumstances (war, riots, strikes, terrorist actions, sanitary disturbances, force majeure, intervention of authorities, death or illness of the service provider etc.).
The accommodation prices include the services as described in the offer placed on the authorised part of the web pages. Special services are those services that are not included in the offer (stated as "per agreement" or additional services available by previous notice only); therefore the guest is to pay for such services separately. These services are to be required during execution of the reservation. Informative prices of the accommodation are stated in the EURO while the Invoice is to be issued in Kuna in accordance to the official Price list. Imperial d.d. Rab retains the right to change stated prices in EURO due to the possible changes in the exchange rate. The guests that have already paid for their reservation through advanced payment Imperial d.d. Rab guarantees for the price of the accommodation as stated in the offer which was the basis for the advanced payment. In case in the reservation of the accommodation unit arrives more persons than defined in the reservation confirmation (voucher), the service provider has the right to withold the service for the guests that have not been announced or to accept all guests provided they surcharge for the service utilization on spot.
Offered accommodation units are described as per official categorization of the authorised institution, and basing upon the insight to the real status of the accommodation during the announcement. Standards for accommodation, food service, and other services in certain places and countries are different and could not be compared. Information the guest is given at the sales spot does not oblige the Imperial d.d. Rab more than information announced at the Internet pages www.imperial.hr or catalogue and other printed material of Imperial d.d. Rab.
Imperial d.d. Rab RIGHT TO CHANGES AND CANCELLATION - Imperial d.d. Rab retains the right to make changes of the reservation if the special circumstances occur which could not be foreseen, avoided or removed. Accommodation under reservation can be replaced with the previous notice of the guest only. Replacement is to be made to accommodation of the same or higher category under the price of confirmed reservation of accommodation.
In case the guest wish to change or cancel the reservation executed by his request, it has to be provided in written form through e-mail: sale@imperial.hr . The term change consider change of the number of persons or date of the beginning and/or ending service utilization latest 30 days before beginning of the service utilization. In case the changes of the reservation are not possible, and therefore the guest decides to withdraw from the confirmed reservation there shall be applied below stated cancellation conditions. The change in accommodation unit and each change within 30 days before beginning of the reservation utilization and during the reservation utilization shall be considered as reservation cancellation.
In the case of the cancellation the date of the acceptance of the written cancellation represents the foundation for calculation of the cancellation expenses as follows:In case the guest does not arrive to the accommodation unit under the reservation by midnight on the date of beginning of the service utilization and has not informed Imperial d.d. Rab or the service provider of the same, the reservation is to be considered cancelled, therefore the cancellation expenses shall be calculated in accordance to the above stated. In case the real cancellation expenses exceed the above stated expenses Imperial d.d. Rab retains the right to charge real expenses.
If the guest who decided to cancel the trip provide new service user for the same accommodation reservation Imperial d.d. Rab shall charge for the real costs only that have been caused by the replacement procedure.
Imperial d.d. Rab shall not be responsible for damaged, destroyed or lost luggage, as well as for the stealing of the luggage or valuable items within the accommodation facility (it is recommended to hire a safe, if possible). Lost luggage or stealing is to be reported at the reception desk of the accommodation unit and authorised police station.
If the services stated in the offer have been performed in unacceptable manner, the guest may require reasonable indemnification upon applying the official complaint. Each guest has the right to apply a complaint due to non-performed services that he paid for. Each guest, the owner of the reservation confirmation is to apply the complaint separately.
Procedure referring to applying a complaint:
The guest is required to apply a complaint on the date his arrival at the reception desk for a non-performed service or to inform the sales department of Imperial d.d. Rab of the same to e-mail address sale@imperial.hr.
The guest is required to cooperate with the accommodation unit staff in good intention to remove the cause of the complaint. If the guest does not accept provided resolution of the complaint that is in compliance to the paid service amount on spot, than the Imperial d.d. Rab shall not be obligated to take into consideration additional complaints.
Even if after intervention of the accommodation unit staff, in that case latest 28 days upon return from the vacation, the guest is required to submit written complaint together with the relevant documentation and photographs that prove the basis for the complaint on the one of the following ways:
by e-mail to the address sale@imperila.hr or surface mail to the address Imperial d.d., J. Barakovića 2, 51280 Rab, CROATIA.
Imperial d.d. Rab shall consider only those complaints that are complete and accepted within the period of 28 days.
Imperial d.d. Rab is obligated to give written Resolution to the complaint within 14 days after the acceptance of the complaint. Imperial d.d. Rab has the right to postpone the due date for bringing the Resolution due to collecting of the information and checking of the complaint allegation at the service provider for the most of 14 days. Imperial d.d. Rab shall solve only those complaints which cause could not have been removed in the place of vacation. Until the Imperial d.d. Rab brings the Resolution; the guest waives the right of mediation of any other person, arbitration or court institution as well as providing information to the means of mass media.
The highest reimbursement amount under the complaint shall reach the amount of part of the service the guest has complained to. It cannot include already utilized service as well as the total amount of the service. With this the guest waves the right to reimburse the ideal damages.
IMPERIAL D.D., Jurja Barakovića 2, HR-51280 Rab, MB 3044572, Tel. 051 66 77 91, Fax. 051 72 41 17, sale@imperial.hr