Search parameters

Terms and Conditions Gradtur d.o.o. quick check quick check - Consumer Protection Act
Useful information

Terms and Conditions & (Gradtur d.o.o.)

(private accommodation, hotels, mobile homes, villas)

1. INTRODUCTION provides accommodation services in accordance with the General Terms and Conditions, and with the period and details of the confirmed reservation. is not liable for circumstances caused by conditions beyond its control, including wars, riots, strikes, acts of terrorism, natural disasters, sanitary disruptions, restrictions by local authorities, death or illness of service provider and the like.)

Inquiries and booking of accommodation can be done electronically, by mail or in person at the office.
When booking, the customer confirms that he is familiar with the General Terms and Conditions, and that he accepts them in their entirety. Thus, everything stated in the General Terms and Conditions becomes legally binding both for the customer and

When booking, the customer is required to give all the information necessary in the booking procedure. When booking, the customer is required to pay an advance, depending on the payment method, while the balance and Sojourn tax must be paid at least 15 days prior to the arrival date or directly to the host upon arrival, depending on the payment method, that the guest was informed about while confirming the reservation.

According to the Croatian Law on the Sojourn Tax, customers are required to pay the Sojourn Tax when paying for their accommodation. The Sojourn Tax varies from 2,00 to 10,00 KN per person per day for adults.
Customers from the age of 12 to 18 have a 50% discount, while children under the age of 12 are exempt from paying. The final amount of the Sojourn Tax is determined by the destination and travel period, and is charged according to the General Terms and Conditions when balance payment is made.

The price of accommodation includes the basic service as described in the booked accommodation unit. Special services are those not included in the price of accommodation (in accommodation unit description indicated by services upon agreement or additional services available if arranged in advance); therefore the customer pays for them separately. These services must be requested at the time of booking.
The price of accommodation is given in EUR. reserves the right to make changes to the stated prices (in the event that the host changes prices or there are changes in exchange rates). For customers who have paid an advance for their reservation, guarantees the price of accommodation, stated in the calculation according to which the advance was paid. If the changes occur prior to the payment of the advance, is required to inform the customer.

If more customers than are stated on the voucher arrive at the accommodation unit, the host has the right to deny the extra customers accommodation or to accommodate all of the customers at extra charge directly made to the host.

Accommodation units offered by are described in accordance to the official categorization of the authorized institution, and based on onsite assessment prior to being put in's online offer.
Standards for accommodation, food, services, etc. differ from place to place, country to country, and cannot be compared. Information obtained at the point of sale does not oblige in any way more than any information available on the Internet pages in the catalog or other printed material.

6.'s RIGHT TO CHANGES AND CANCELLATION reserves the right to change or modify a reservation in case of circumstances caused by conditions beyond its control that cannot be predicted, avoided or rectified (See Article 1). Booked accommodation can be substituted only by an accommodation unit of the same or higher category and at the price confirmed during booking, provided that customer are notified ahead of time.

Should the substitute accommodation be available only in an accommodation unit of higher category and should the price of the substitute accommodation be higher by 15% or more than the initially booked accommodation, reserves the right to charge the price difference upon consulting the customer.

In cases where substitute accommodation for paid accommodation is not available, reserves the right to cancel the reservation upon prior customer notification (at least 7 days before arrival) and guarantees the refund of the complete paid amount.

Should an adequate substitute accommodation not be available on the day of arrival, will provide information on available accommodation that is not included in's offer and guarantees the refund of the complete paid amount.


If the traveller upon making the reservation assumes, that he or she may not be able to attend the trip due to certain circumstances (which may occur with him or his immediate family), he or she may pay an insurance fee in case of cancellation, amounting to approximately 4.2% of the value of the arrangement or a minimum of 10.85 EUR, which is paid upon reservation.

The cancellation insurance can only be claimed in the event of: an accident, death or deterioration of the health of the insured person or close relatives (basic insurance). At the express request of the traveller, an expanded insurance can be arranged (instead of the regular one), which covers, in addition to the above cases, additional cases: property damage at the place of residence (due to natural disasters, fire, explosion, robbery or theft), a call by judicial and administrative authorities, which makes him unable to travel, unexpected loss of permanent employment, admission to a new job (if he is not entitled to regular leave), lack of snow during the ski season, due to an epidemic/pandemic outbreak, in case the Ministry of Foreign Affairs of the Republic of Slovenia formally discourages travel, organ transplantation for which the insured person learns after the conclusion of the travel contract, treatment at the spa, the start of which is notified to the insured person after the conclusion of the travel contract. The fee in this case is approx. 5.7% of the value of the arrangement. In the event that the traveller submits proof that he or she cannot travel but has not paid the insurance fee, the agency shall withhold the travel cancellation refund. In the event of cancellation risk insurance, the General Terms and Conditions of Zavarovalnica Sava Insurance Company apply.

The traveller is obliged to notify the Gradtur Agency immediately in writing or verbally of the occurrence of the insured event, and shall be obliged to submit valid relevant documents. If the traveller does not attend the trip and does not cancel the trip (in writing or verbally) immediately after the occurrence of the insured event, as well as if he does not provide adequate written proof (medical certificate, hospital certificate, ...) of the justified reason for the cancellation, he is not entitled for reimbursement. The insurance claim cannot be claimed after the starting date of the trip, as well as for the unused portion of the trip.

Regardless of the paid insurance fee, the Gradtur Agency is entitled to reimbursement of administrative costs (15 EUR) and the right to withhold the amount of the insurance fee. In addition, the Gradtur Agency is not responsible for any other costs incurred by the traveller as a result of the planned trip or other tourist service under the travel contract (e.g. costs of supplementary health insurance, vaccination costs, visas, etc.).

You can read more by clicking here: Insurance in case of cancellation of holidays

In the case of a passenger's successful insurance claim, the administrative costs of processing his claim, which are charged to him, are 20 €, and the insured sum does not include the cost of registration or the cost of the insurance.

Should the customer wish to change or cancel a reservation, this must be done in written form (email, mail, or fax).

The passenger should observe the normal working hours of the sales service of the tour operator – Monday to Thursday between 9.00 and 15.00, and on Fridays until 13.00. If e-mail for cancelation is sent on a working day by 15:00, it is considered that travel arrangement is cancelled on the day the email was sent. In case the cancellation by e-mail is after 15.00, it is considered that travel was cancelled the next working day.

The following are examples of changes: changes to the number of customers, changes to arrival / departure dates. Changes must be made at least 30 days prior to the arrival date.
The first change to the reservation is free of charge, unless it entails further expenses for For all further changes to the reservation, 15 EUR will be charged per change. Should a change to the reservation not be possible and should the customer cancel for this reason, the conditions for the cancellation of reservation listed below will be enforced. The following are examples of cancellation of reservation: change of accommodation unit, and all changes done within 30 days of the arrival date or during use of the accommodation unit.

In case of cancellation of reservation, the date of receipt of the written cancellation is used to calculate cancellation costs as follows:
- For cancellation up to 30 days before arrival date, 30% of the accommodation price will be charged (the advance will not be returned),
- For cancellation from 29 - 15 days before arrival date, 50% of the accommodation price will be charged,
- For cancellation from 14 - 8 days before arrival date, 90% of the accommodation price will be charged,
- For cancellation 7 days before arrival date, or not come, or cancel during use of the accommodation unit, 100% of the accommodation price will be charged.

For cancelation In circumstances caused by conditions beyond their control, customers must produce a written statement and will charge for real costs (charged by service provider).

For cancelation when direct reservations are made with payment on the spot and insured by credit card, please check details for cancelation on reserved object.

It is's obligation to take care of provided services, hosts, and customers' interests and rights according to accepted customs and practices in tourism. will carry out all stated obligations in full and as described above, except in circumstances caused by conditions beyond its control (Article 1), when Article 6 is applied.

The customer is required:
- to have valid travel documents,
- to obey customs regulations and currency exchange regulations of the Republic of Croatia,
- to obey house rules in accommodation units and to have good relations with the host,
- to produce the confirmation of payment (Voucher received by mail or email) upon arrival,
- the customer is obligated to check whether a visa is necessary for Croatia or neighboring countries.
Should the customer not follow the above listed obligations, the customer is liable for caused damage and must cover the expenses.
By confirming the reservation, the customer accepts to pay for all damages caused directly to the host.

12. LUGGAGE is not responsible for damaged, destroyed or lost luggage, as well as for the theft of luggage or valuables in the accommodation unit (rental of a safety deposit box is recommended if available). Lost luggage or stolen goods should be reported to the host and the local police department.

Should the services provided not be satisfactory, the customer is entitled to seek reasonable compensation by filing a written complaint. Every customer is entitled to file a complaint if the paid service is not provided. Every customer - reservation holder, files a separate complaint.

Complaint procedure:

- The customer must immediately make a complaint about the inadequate service to the host. The customer is required to cooperate with the representative and the host in order to rectify the problem. Should the customer not accept the offered solution that corresponds to the paid for service on the spot, will not accept subsequent complaint and will not reply to it.

- Should the problem not be rectified, the customer is required to make a written complaint in two copies with the help of the representative, signed by both of them. One copy goes to the customer.

- Within 8 days upon return, the customer is required to file a written complaint along with accompanying documentation stating grounds for complaint to will take into consideration only properly filed complaints received within 8 days.

- assumes responsibility to make a written decision to the complaint within 14 days upon receipt of the complaint. Should need more time to collect information and verify the complaint with the host, it can prolong the response time by a maximum of 14 days. will take into consideration only those complaints that could not be solved on the spot.

- Until presents its solution, the customer refrains from mediation by any other party, arbitration by the Association of Croatian Travel Agencies, or from taking the matter to court, and from informing the press.

The maximum compensation per complaint can amount to the cost of the part of the service(s) in the complaint. It cannot amount to the total paid to and cannot include services already provided.

Premium support package
upgrade of standard package Surcharge 1,2% from the booking value

Extra benefits:
- change of the booking without any surcharge (if the change is possible),
- change of travelers on the voucher free of charge,
- additional telephone support: call centre available for 12 hours (from
8:00 h till 20:00 h) during the whole week

With standard package call centre is available only from Monday to Friday from 8h to 16h and all booking changes are charged extra.

SPECIAL TERMS Consumer Protection Act
Extracts of the Consumer Protection Act - 1, relating to the organization of travel arrangements (valid from 15.01.2008)
Application: The Act applies exclusively to consumers.
The Act applies exclusively to packaged travel arrangements and not to other tourism services

Should the customer not be satisfied with the solution to the complaint, the matter can be taken to court (Ljubljana Court jurisdiction).

Is the credit note legally accepted?

- If we, as an agency, will not be able to carry out the arrangement due to force majeure, you will receive a credit not in the amount of your payment (credit), which you can use for travel in our organization within 24 months from the date of issuance.
- The booked arrangement can be cancelled now in writing. We will deal with your cancellation according to the general terms and conditions, which means that we retain the percentage according to the cancellation scale, the cost of the registration fee, the cost of insurance, the cost of visas and the like. For the rest of the amount, we will issue a credit note with a validity of 24 months.
- More information about the credit notes can be found at the link:

WE RECOMMEND: If you want to go on a trip, we advise you to wait with the cancellation of the holiday to avoid the cost of cancellation. If the circumstances at the time of your departure allow the trip to take place, you will be able to take part in it, otherwise the trip will be canceled due to force majeure and the cancellation fee will not be charged. However, if your decision is final and you want to redirect or cancel your trip, please report it to our Duty Center.

COVID explanation: the addition (placing) of a country to the black / red / orange / yellow list (advice against travel to the country) by the Slovenian or foreign competent institution does not mean force majeure and free termination. Hoteliers/campsites/accommodation facilities and partners can still charge cancellation costs under the general terms and conditions. All possible administrative restrictions and related costs are obligation of the passenger (eg covid testing, covid vaccination, mandatory quarantine upon return from the trip or to the destination). These administrative restrictions are not grounds for cancellation free of charge.

Dear Sir or Madam, if the property is marked with free Wi-Fi internet, this does not mean that the internet works at high speed. In campsites/hotels/apartment complexes with a capacity of a few tens, hundreds or even a few thousand people, the facilities' networks simply cannot withstand this and work very slowly. Sometimes the internet is only fast enough to read some mail or to reply to some mail.

If you have some serious work, we advise you to lease data transfer from your mobile operator. You can also buy a data card in your country of residence. Usually the cost is around 10-15 EUR/7 days.

17. NOTE - children
When entering persons for price calculation and correct discounts, it is necessary to take into account the age order of the of persons: first, the oldest person is entered and then the persons must be entered according to age – from oldest to youngest. If this is not not taken into account, Gradtur d.o.o. has the right to cancel a reservation.

It is not possible to change or cancel the reservation. Immediate full payment is required at the time of booking. For such campaigns and discounts, guests are advised to take out insurance against the risk of cancellation.

19. NOTE
Upon payment of the advance or the total amount, the customer accepts the General Terms and Conditions in their entirety.

Ljubljana, 15.09.2020




Winter 2024 | Half board

ACTION -10 %


Winter 2024 | Half baord



winter 2023 | half board

ACTION -10 %


Witner 2024 | half board

Customer’s service: