General Terms and Conditions

1. Role of the Agency

These general terms and conditions define the rights and obligations between the guest and Napoletano d.o.o., G. Garibaldi 13, 52470 Umag, OIB: 37410142819 (hereinafter: the Agency). The Agency acts as an intermediary between the guest and the accommodation provider. Our role is to provide accurate information, ensure a secure booking process, and make sure the service is as presented. We are not responsible for potential shortcomings of the provider, but we will do our best to prevent and resolve them promptly.

2. Booking Process and Payment

a) Booking Confirmation
To confirm the reservation, the guest must pay 30% of the total amount immediately after booking.

b) Remaining Balance
The remaining balance must be paid no later than 30 days before arrival.

c) Bookings Made Within 30 Days of Arrival
If the booking is made less than 30 days before arrival, the full amount must be paid immediately.

d) Booking Confirmation Document
Upon receiving the payment, the guest will receive a voucher and all relevant accommodation details.

3. Prices and Services

All prices are in euros (EUR) and include VAT.
Prices include: accommodation, bed linen and towels, electricity, water, internet (if available), and final cleaning, unless stated otherwise.
Additional services (e.g., pets, extra beds, baby cots, etc.) may be charged separately, and the guest will be informed in advance.

4. Cancellation Policy

a) Cancellation by the Guest

• Up to 30 days before arrival: 70% refund of the paid amount.

• Less than 30 days before arrival: 50% refund of the total reservation amount.

• No-show: no refund.

• Early departure: no refund for unused nights.
  
  

b) Cancellation by the Agency or Provider
In case of force majeure or inability to provide the reserved accommodation, the Agency will:

• Offer a suitable alternative, or

• Refund the price difference if the alternative is of a lower category, or

• Refund the full amount if the guest does not accept the offered alternative.
  
  

5. Check-in and Check-out

• Check-in: from 16:00

• Check-out: until 10:00
  The guest must respect these times to allow proper preparation for the next guests.
  
  

6. House Rules and Number of Guests

The guest agrees to follow house rules and must not exceed the number of persons stated in the reservation without prior agreement.
Only registered guests are allowed in the accommodation.
Parties are not allowed without prior approval.
Guests are responsible for any damage caused.
Violation of rules may result in termination of the stay without a refund.

7. Complaints and Liability

If any issues arise, the guest must notify the Agency or provider immediately so they can be resolved on site.
Complaints made after the stay without prior notice will not be considered.
The Agency is not responsible for damage, injury, theft, or other incidents during the stay.

8. Data Protection

Personal data is used solely for the purpose of processing the booking and fulfilling legal obligations, and is protected in accordance with applicable laws and the GDPR.

9. Governing Law and Disputes

By confirming the reservation and making payment, the guest agrees to these terms.
Croatian law applies to all relations between the guest and the Agency. In case of disputes, the court at the Agency’s registered seat has jurisdiction.