Terms of use

General conditions

1. General provisions

The catering business "Raffaello" provides catering services in accordance with the General Terms of Service, and according to the confirmation and specification of each individual reservation. The catering trade "Raffaello" is not responsible for circumstances beyond our control such as wars, terrorism, riots and riots, strikes, natural disasters, natural disasters, epidemics, bans, restrictions by local authorities, etc.

2. Reservations and payments

Inquiries and accommodation reservations are received electronically, in writing, or in person at the Raffaello reception. When making a reservation, the guest confirms that he is familiar with these General Terms and Conditions for the provision of accommodation services, which he has previously carefully studied, and that he accepts them in their entirety. In this way, everything stated in these General Terms and Conditions becomes a legal obligation for both the guest and Raffaello. Raffaello makes available to the contractor appropriate promotional material or program in printed or electronic form and presents him with all relevant information related to the trip. When making a reservation, the guest is obliged to provide all the information required by the reservation process. To reserve the service, it is necessary to make an advance payment depending on the selected payment model, and the rest of the amount is paid directly upon arrival. Reservations are paid via PayByLink or to a bank account, with a minimum of 30% of the amount of the planned stay.

Bank information:

Erste&Steiermärkische Bank d.d. (Jadranski trg 3a Rijeka)

IBAN: HR3224020061100162200



Check-in at the accommodation facility is possible after 14:00 on the day of arrival.


Check-out from the accommodation facility must be done by 10:00 a.m. on the day of departure.

3. Residence tax

Tourist tax is not included in the price. According to the current Act on residence tax of the Republic of Croatia, the guest is obliged to pay the residence tax at the same time as payment for the accommodation service. Residence tax prescribed by the Law on Residence Tax of the Republic of Croatia. Young people between their 12th and 18th birthdays have a 50% discount on that amount, while children up to their 12th birthday do not pay the residence tax. The final amount of the residence tax for a specific reservation depends on the period of stay and is charged according to these General Terms and Conditions and simultaneously with the payment of the final amount for the accommodation service. The amount of the tourist tax will be shown on the reservation calculation.

4. Price of the service

The price of the service includes the basic service as described in the price list with the accommodation unit from the reservation. Special or additional services are those services that are not included in the basic price of the accommodation (in the description of the accommodation or in the price list indicated by the phrase "by agreement" or additional services that can be achieved with prior notice but also with an additional payment) and therefore the guest pays them with the amount of the reservation or in person places as stated in our offer. Additional and special services should be requested or announced when booking accommodation. For up to 3 nights, the price is 30% higher. Children up to 3 years free.

Service prices are published in EUR. Raffaello reserves the right to change published prices. For guests who have paid an advance payment for a specific reservation, Raffaello guarantees the price of the accommodation, specified in the calculation based on which they paid the amount of the advance payment. If the change occurs before the advance payment, Raffaello informs the guest about the price change. The contracting parties agree that Raffaello has the right to increase the price no later than 20 days before the start of using the service if there have been changes in the exchange rate of the contracted currency after the reservation has been confirmed. The guest has the right to cancel the reservation if the price increase is more than 10%. In that case, he has the right to a refund of the price paid until then without the right to compensation.

If more people arrive in the reserved accommodation unit than indicated on the documents (voucher), Raffaello has the right to deny service to unannounced guests or to accept all passengers with an additional charge for unannounced guests on the spot.

5. Categorization and description of services

The offered accommodation units are described according to the official categorization of the competent institution, and based on an insight into the actual condition of the accommodation at the time of publication. The standards of accommodation, food, services, and other things in individual places and countries are different and not comparable. The information that the guest receives at the point of sale does not bind Raffaello to a greater extent than the information published on the website www.apartments-raffaello.com or the catalog and other printed materials of Raffaello.

6. Obligations of Raffaello

Raffaello's duty is to take care of the implementation of services and to take care of the rights and interests of the guest, in accordance with good customs in tourism. Raffaello will perform all the above obligations in full and in the manner described, except in extraordinary circumstances (item 2).

7. Obligations of the guest

The guest is obliged to:

have valid travel documents

comply with house rules in accommodation facilities

upon arrival at the destination, submit the document about the paid service (Voucher received by e-mail)

In cases of non-compliance with these obligations, the guest with m bears the costs and is responsible for the damage caused. By confirming the reservation, the guest undertakes that, if he causes any damage, he will pay for all the damage caused on the spot.

8. The guest's right to changes and cancellation

In case the guest wants to change or cancel the reservation made according to his request, he must do so in writing (by e-mail, or mail). A change is considered to be a change in the number of persons or names of users of accommodation services or the date of start and/or end of using the service no later than 30 days before the start of using the service. The first change of reservation, if possible without additional costs, will be made free of charge. For each subsequent change to the reservation, change costs in the amount of 10 EUR per change will be charged. In the event that it is not possible to change the reservation, and if the guest cancels the confirmed reservation, for this reason, the conditions for cancellation of the reservation below apply. Changing the accommodation unit and any change within 15 days before the start of the reservation and during the use of the reservation is considered a cancellation of the reservation. In case of cancellation of a fixed confirmed reservation of private accommodation, the date of receipt of the written cancellation is the basis for the calculation of cancellation costs as follows:

for cancellation of the reservation up to 30 days before the start of using the service, 30% of the total price of the reservation is charged
for cancellation of the reservation from 29 to 15 days before the start of using the service, 50% of the total price of the reservation is charged
for cancellation of the reservation from 14 to 2 days before the start of using the service, 80% of the total price of the reservation is charged
for cancellation of the reservation 1 day before the start of using the service, 100% of the total price of the reservation is charged

If the guest does not arrive at the reserved accommodation by midnight on the day of the start of the service and has not responded, the reservation is considered canceled, so cancellation costs are calculated according to the above. If the actual cancellation costs exceed the above-mentioned costs, Raffaello reserves the right to charge the actual fees.

9. Baggage

Raffaello is not responsible for the theft of luggage or valuables in the accommodation facility. Lost luggage or theft is reported to Raffaello and the relevant police station.

10. Raffaello's right to change and cancel

Raffaello reserves the right to change the reservation if extraordinary circumstances occur that cannot be foreseen, avoided, or removed (see point 2.). The reserved accommodation can be replaced only with prior notification to the guest and with accommodation of the same or higher category and at the price of the accommodation at which the guest confirmed the reservation. If the replacement accommodation is only possible in a higher category facility and at a price higher than the price of the reservation by 15%, Raffaello reserves the right to charge the difference in price after consultation with the guest. In the event that it is not possible to replace the paid accommodation, Raffaello reserves the right to cancel the reservation with prior notice to the guest at least 7 days before the start of using the service and guarantees a refund of the entire amount paid.

11. Protection of personal data

The guest provides personal data voluntarily. The guest's personal data is necessary for the process of realizing the requested service. The same will be used for further mutual communication. Raffaello undertakes not to take the guest's personal data out of the country or give it to a third party, except for the purpose of realizing the requested service. The guest's personal data will be stored in the database, in accordance with the Management's decision on the method of collecting, processing, and storing personal data. The guest gives his consent that his personal data can be used for the purpose of the agency's marketing actions.

12. Note

By confirming the reservation and paying the advance payment or the total amount, the guest confirms his agreement with the above conditions.

13. Discounts

In the case of parallel campaigns, the discounts are not combined. Discounts do not apply to last-minute offers.

14. Jurisdiction of the court

The guest and Raffaello will try to resolve any disputes in the application of this Agreement amicably, otherwise, they will submit to the decision of the competent court in Rab, and the applicable law will be Croatian law.