GENERAL TERMS AND CONDITIONS
Information about the service provider that charges for its services:
OBRT ZA UGOSTITELJSTVO “ZLATNA VALA”, owner ROBERT PEROŠ, registered at Sveti Ivan 45, Križine, 52470 Umag, Croatia.
OIB: 75536969003
MB: 91282527
Bank: Istarska kreditna banka Umag d.d.
IBAN: HR1223800061140013982
SWIFT: ISKBHR2X
These terms regulate the rights and obligations between the service provider and the service user. We kindly ask guests to carefully read the terms before using the offered services to be fully informed about their rights and responsibilities.
RESERVATION
Enquiries and bookings are accepted through our website, by e-mail, by phone or in person at the hotel. Online accommodation reservations are available through the Rentlio platform on our website, with payment processed via the Worldline online payment system, or by booking accommodation through the Booking.com platform.
For direct reservations such as those made by phone, by e-mail, or in person at the hotel, the service user has to send the required information to the hotel and, if necessary, pay a non-refundable deposit in the amount of the first night’s stay within 7 days from receiving the offer. Otherwise, the reservation will be considered invalid.
For online reservations made through the Rentlio platform on our website, the rules specified during the selection of accommodation and/or accommodation packages apply, and the reservation may be valid even without prior payment.
In case of a booking for three or more rooms, we require a non-refundable deposit of 30% of the total cost of the reservation within 7 days from receiving the offer. Otherwise, the reservation will be considered invalid.
The following discounts are available:
- 20% for single use of a double room – except for the period from June 1stto September 15th;
- 25% for a sojourn of one adult and one child up to 12 years in a double room – except for the period from June 1stto September 15th;
The minimum age to book a room is 18.
N.B. By making a reservation, the accommodation user confirms that they have read and fully accepted the Terms and Conditions.
CANCELLATION POLICY
For direct reservations made by phone, email, or in person at the hotel, as well as for online reservations through the Rentlio platform on our website, the following cancellation policies apply:
For the period from May 22th to September 21th 2025 it is possible to cancel reservations free of charge up to 10 days prior to the arrival date. However, after that time, the hotel will charge 100% of the accommodation cost will be charged. In case of a no-show, the total reservation amount will be charged.
For the rest of the year it is possible to cancel reservations free of charge up to 3 days prior to arrival date. However, after that time, the hotel will charge 100% of the accommodation cost will be charged. In case of a no-show, the total reservation amount will be charged.
In case of early departure without a prompt notice 24 hours prior to the departure date, the total price of the reservation will be charged.
For online reservations made through the Booking.com platform applies the cancellation policy stated at the time of booking on that platform.
N.B. In the event of death, severe illness, or natural disasters, please contact the hotel so that we can consider an alternative application of the cancellation policy.
SERVICE COSTS AND SOJOURN TAX
Service costs are calculated per room or per person per day as highlighted on the price list. Additional services are not included in the price and are paid separately by the guest. Please note that the maximum number of people per accommodation unit is one or two. Please contact the hotel directly for additional beds before reservation.
For stays without reservation, the hotel applies the prices and terms included in the price list displayed at the hotel’s front desk.
All prices are subject to change without notice due to the supply and demand of accommodation units, cost of energy resources, inflation or emergency situations. Prices can increase by up to 10%.
The tourist tax is not included in the price of the accommodation service. For the period from April 1st to September 30th the sojourn tax cost 1,60€ per person per day, while for the rest of the year, it cost 1,10€ per person per day. Children under the age of 12 are excluded from the sojourn tax, while children aged 12 – 18 pay a discounted rate of 50%.
PAYMENT
The hotel accepts payment in cash (only Euros) and with debit/credit cards (Visa, Mastercard, Maestro and Diners).
When booking accommodation online through the Rentlio platform on our website, payment can be made using a credit or debit card (Visa, Mastercard, Maestro) and/or bank transfer via the Worldline system.
In the event of a cancellation of a reservation made online via the Rentlio platform on our website, the refund will be processed in accordance with the cancellation policy and credited to the provided debit/credit card or the customer’s IBAN. The refund process may take up to 14 days, depending on the customer’s bank. In case of delays, we recommend contacting your bank for clarification regarding the procedure.
CHECK-IN AND CHECK-OUT
Check-in time is from 2pm to 9pm on the arrival date. Upon check-in guests are required to provide a valid identification document. If guests have not checked in till 10pm we will consider such behavior as a no-show and charge the „no-show“ fee i.e. the total cost of the reservation.
Check-out is possible from 8am to 10am on the departure date. If available, the late check-out fee is 50% of the price for the night on the requested date.
If you cannot check in or check out during the hotel’s regular hours please contact the reception in time.
HOSPITALITY SERVICES
The café and restaurant are at the disposal of our guests in the form of additional services, but the hotel does not guarantee seating in the à la carte restaurant without a proper reservation. All hospitality services must be paid for after consumption, by the end of the restaurant’s operating hours, or upon check-out from the hotel.
ADDITIONAL SERVICES
Additional services such as half-board, washing and ironing, bike or sunbed rental, tennis court rental and similar are not included in the accommodation price. You can book these extra options during your stay or prior to arrival by contacting our front desk.
CHILDREN AND EXTRA BEDS
Cribs is free of charge.
Children under the age of 6 can stay free of charge.
An extra bed is charged 15€ per day.
The maximum number of extra beds and/or cribs in double rooms is one.
Children are considered children until the age of 15, while from the age of 16, they are classified as adults and charged the adult accommodation rate.
PETS
Pets are not allowed.
MAINTENANCE OF ACCOMMODATION UNITS
Housekeeping is done in the morning hours, until 2pm. The user is obligated to notify the cleaning staff if he doesn’t want their room to be cleaned by displaying the „Do not disturb“ sign on the door. Displaying the sign for longer than three days is not allowed, the hotel is obligated to take care of its property on a regular basis. Bath towels are changed every day, while bed linen are changed every third day.
SAFETY AND VALUABLES
The hotel is not liable for any loss of personal belongings.
Outside the standard coverage of the insurance policy, the hotel does not bear any responsibility in the event of death, illness or injury to anyone in the hotel, if an adverse event has not been caused directly by the hotel or occurred due to the negligence of its staff.
OBLIGATIONS OF THE SERVICE USER
Upon arrival, the guest must present a valid personal identification document at the reception and comply with the hotel’s house rules. We reserve the right to terminate the contract and discontinue services if the guest violates the house rules or causes damage or disturbance to other guests. Additionally, the guest is required to report any visible damages or irregularities upon inspecting the accommodation unit. Any later reports will not be attributed to the previous guest but to the current occupant. The hotel reserves the right to assess and charge for damages to its property that are determined to have occurred during or after the guest’s stay.
The loss of room keys will be charged 20€.
The loss of remote controls for the private parking lot will be charged 40€.
OBLIGATIONS OF THE SERVICE PROVIDER
In accordance with Article 10 of the Hospitality Act (Official Gazette No. 85/15), the service provider must enable the guest to submit a written complaint.
Complaints may be sent:
By mail to: Sv. Ivan 45, Križine, 52470 Umag, Croatia
By email to: info@zlatna-vala.hr
Upon receiving a complaint, we will confirm its receipt in writing and respond within 15 days of submission.
N.B. In the event of a dispute between the service provider and the service user within Istria County, both parties agree that the Commercial Court in Pazin shall have jurisdiction. Additionally, the parties may opt for out-of-court dispute resolution via the European Commission’s ODR (Online Dispute Resolution) platform, which facilitates dispute resolution without legal proceedings. In such a case, both parties agree to cooperate fully and adhere to all correspondence and decisions resulting from the ODR process.
By booking accommodation, the service user accepts all the above terms and conditions.
We wish you a pleasant stay!