Terms and Conditions
Terms and Conditions
'Globtour Montenegro' Travel Agency, Dositejeva 4, 85310 Budva (hereinafter called 'the Agency'), guarantees the authenticity of the displayed visual and written data related to the accommodation unit characteristics in its offer available at www.globtour.me as well as the authenticity of the conditions of the same offer.
Globtour Montenegro is under obligation to ensure the accommodation in the reserved accommodation units in the reserved period, except in the case of force majeure (war, riots, strikes, terrorist attacks, sanitary problems, natural disasters, official authority interventions, etc.).
By renting one or more accommodation units from the offer of the Agency the client enters a legal relationship with the Globtour Montenegro, and confirms that he/she accepts the General Terms And Conditions of Accommodation Reservation Service (hereinafter called 'General Conditions'), which are presented here. All the details stated in the offer represent legal obligation of the client as well as the Globtour Montenegro. The General Conditions represent the basis for settlement of any possible dispute that may arise between the client and the Globtour Montenegro. The client is advised to read the General Conditions carefully prior to any advance payment.
2. CONTENT OF THE OFFER
Globtour Montenegro is a provider of private accommodation, hotel accommodation, rentacar and excursion booking services.
3. BOOKING AND PAYMENT
Booking for accommodation, rentacar or excursion are sent electronically by completing the online form on our site. Reservations are only possible by paying the entire amount on our web site before arrival. After we receive the entire amount we will send you the confirmation of reservation and the voucher that consists of the details of the relevant arrangements (details of the host, guests details, date of arrival and departure and also other services that the guest has paid).
The payment can be made by credit card (Visa, Master...), (the agency bears the bank charges).
By making the payment of the reservation the client certifies that he/she is completely familiarized with all the details and conditions under which the reservation of the accommodation service is provided. By making the payment all the conditions and terms specified in this contract become legal obligation for both the client and the Agency.
4. RESIDENCE TAX
Residence tax is included in price.
According to the Law of the Republic of Montenegro, the sojourn tax is from 0,50 to 1,00 € per person per day for adults. Adolescents from the age of 12 to 18 (but not after they have turned 18) are entitled to a 50% discount, while children under the age of 12 are exempted from paying the sojourn tax.
5. ACCOMODATION AND PRICE
The prices advertised on the Globtour Montenegro website vary depending on the accommodation facility. The prices are specified for each accommodation unit. Prices are quoted in Euros. The advertised prices for hotel accommodation and privat accommodation include only those services stated in the chosen accommodation unit offer.
The advertised prices for the private accommodation include: daily rental of the accommodation, bed linen, equipped kitchen with dishes and cutlery (except when the accommodation unit booked is a room without the use of kitchen), water and electricity expenses.
Additional services are services that are provided but are not included in the rental price (such as rentacar, excursions, boat rentals, etc.). The client pays for them additionally and only if he/she uses those services. If the Globtour Montenegro is in the possession of the service price list it will be advertised on the Agency website. If the Agency is not in the possession of service prices, the prices are then agreed on directly with the service provider.
In some cases the client will have to pay a cash deposit directly to the service provider on the arrival at the accommodation unit. This deposit is a guarantee for the service provider that the client will not cause any damage to the accommodation unit or its contents. On the day of departure the entire deposit amount will be refunded to the client when the service provider agrees there has been no damage caused to the accommodation unit.
6. CATEGORISATION AND DESCRIPTION
The offered accommodation units are classified according to the official categorization of the local tourist board at the time of the work permit issuance, and according to the current conditions of the accommodation unit found upon the inspection of the Globtour Montenegro personnel.
The standards of accommodation, food, and other services of different places and countries vary and are not suitable for comparison. The information the client receives at the accommodation providing place does not put the agency under obligation more than the information published on the agency website.
The arrangement of rooms/apartments in hotels is determined by the hotel reception. If the client did not specifically contract a room/apartment with special features, the client will accept the room/apartment allocated to him/her in accordance with the voucher.
The agency guarantees that a kitchen facility in every accommodation unit is equipped with corresponding dishes and cutlery required for the number of the people staying in the unit. Upon client's arrival accommodation unit must be clean and tidy with clean bed linen. Bed linen are being changed on weekly basis for clients staying longer than one week. The service provider is under no obligation to provide towels.
The time of arrival at the accommodation unit is after 2:00 PM, and the time of departure on the last day of the reservation is no later than 10:00 AM. 4 hours are needed by the accommodation service provider for cleaning and preparing the accommodation unit for the next client.
The keys are given to the client by the service provider personally at the accommodation unit.
7. CHANGES AND CANCELLATION BY THE AGENCY
Globtour Montenegro can change or even cancel the reserved accommodation if before or during the stay unexpected circumstances occur that cannot be avoided. Globtour Montenegro with the help of the owner should offer the guest alternative accommodation whilst the change can be done only with the guest's approval. Offered alternative accommodation should be of the same or higher category than the reserved accommodation category.
The difference in price between the reserved accommodation and alternative accommodation will be covered by the agency. If it is not possible to find alternative accommodation Globtour Montenegro will return the whole paid reservation amount.
Globtour Montenegro is under obligation to inform all the clients who have confirmed their arrival by making a reservation payment of any changes in the reservation or cancellation of the reservation immediately upon the occurrence of the unexpected circumstances. If Globtour Montenegro is not able to find an alternative accommodation, it is under obligation to refund the amount paid for the reservation to the client. Globtour Montenegro bears the bank charges and the refund amount will be increased for the bank charges that the client had already paid. The client is obliged to send Globtour Montenegro a bank statement with the amount of the bank charges paid.
8. CHANGES AND CANCELLATION BY CLIENT
The client is entitled to a change of a confirmed reservation only if the change is accepted by the service provider. The changes may include: change of the contractor, booked date, number of persons, their age and type of basic or extra services booked. The request for a change of the reservation must be submitted in a written form (by e-mail, fax or by mail). The client agrees to pay the flat sum of 30 Euros per change (per new invoice).
If the client wants to cancel the reservation, the client must submit the request in written form (by e-mail, fax or by mail).
The date the written cancellation notification was received by Globtour Montenegro represents the basis for the calculation of cancellation charges in the following way:
- For a cancellation occurring up to 29 days before the start of using the service booked Globtour Montenegro charges 30 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
- For a cancellation occurring from 28 to 22 days before the start of using the service booked Globtour Montenegro charges 40 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
- For a cancellation occurring from 21 to 15 days before the start of using the service booked Globtour Montenegro charges 60 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
- For a cancellation occurring from 14 to 8 days before the start of using the service booked Globtour Montenegro charges 80 % of the total price of the accommodation booked on behalf of handling and administrative charges. The rest of the amount will be refunded to the client at the expense of the payee.
- For a cancellation occurring from 7 to 0 days before the start of using the reserved service Globtour Montenegro charges 100 % of the total price of the accommodation booked
9. AGENCY’S OBLIGATIONS
Globtour Montenegro is responsible for the execution of services and selection of the service providers. Globtour Montenegro must also concern over the rights and interests of the client in accordance with the good practice in tourism.
Globtour Montenegro is responsible to assure that the client receives all the services he/she has booked, and is therefore liable to the client for a possible non-provision of the services or a part of the services the client paid for.
Globtour Montenegro is not responsible if the non-provision of the service is due to a case of force majeure in the client's country or in the country where the service is to be provided (war, riots, strikes, terrorist attacks, natural disasters, official authority interventions, etc.), which results in preventing the client to stay in the booked accommodation unit. In this case the client is not entitled to a reimbursed of the deposit amount. This amount cannot be used as a deposit for a replacement accommodation unit that the client would like to book at another destination or on other dates.
10. CLIENT’S OBLIGATINS
The client is under obligation:
- to possess valid travel documents for each person (including travel documents for children and documents required for pets). The cost of loss or theft of these documents is borne by the client;
- to obey with the customs and currency regulations and laws of the Republic of Montenegro as well as with those of the transit countries during the journey;
- to check whether he/she needs a visa to enter the Republic of Montenegro or transit countries. Globtour Montenegro can not provide service of obtaining a visa for the client, and reserves the right to keep the amount paid if the client could not enter the Republic of Montenegro because the necessary documents were not obtained by the client;
- to present the voucher, in which the correct number of persons and type of services to be provided are stated, to the service provider, on the day of arrival at the accommodation facility;
- to arrive at the accommodation facility with a group of people of an exact number and composition that Globtour Montenegro was previously notified of. If more people arrive at the accommodation facility than the number stated in the voucher, or if the group composition is different, the service provider can refuse to provide accommodation service to the unannounced people or request additional payment;
- to notify Globtour Montenegro of bringing any pets at the time of booking in order to obtain the consent of the service provider. The service provider can refuse to provide accommodation service to the client if the pets were not announced at the time of booking;
- to notify Globtour Montenegro of all the relevant facts that can affect the client's stay at the reserved accommodation unit (e. g. allergies and illness of the client, physical disability of the client, coming by vehicle of non-standard size, need of bed of non-standard size, special diet conditions if the client chooses half-board or full-board service etc.);
- to obey the house rules of the accommodation unit booked, and cooperate in good will with the service providers.
If the client does not obey the above stated regulations, the client can be denied of accommodation service provision and in this case the client is not entitled to claim the compensation or the refund of the paid amount.
11. TRAVEL INSURANCE
The cost of the trip does not include the travel insurance 'package': insurance against accidents and illnesses that may occur during the trip, damage or loss of luggage or voluntary health insurance. When confirming the reservation online, the Traveller has accepter these General Terms and Conditions by selecting a payment method and completing the reservation confirmation process. The same applies to reservations confirmed and completed via e-mail. Should the Traveller request additional insurance, arrangements can be made directly with the insurance company or at Globtour Montenegro itself wherein the Agency acts only as a mediator.
The client reserves the right to complain in case of any incorrect photographs and information published on the site, i.e. published inaccurate information regarding the reserved accommodation unit, with exception to the situation when the current condition of the accommodation unit is in favour of the client. The client can also complain about cleanliness and filthiness of the reserved accommodation unit.
The client is not entitled to complain on any other grounds, including bad weather condition, the configuration and the cleanliness of a beach, the cleanliness and equipment of the destination, the cleanliness and the temperature of the sea, any other similar situation or event that may cause client's dissatisfaction, and is not in relation to the quality of the reserved accommodation unit (e.g. local water supply problem, sewage problem, crowds, theft or damage to personal property, etc.).
Any justified complaint about deficiencies will be resolved on the spot, and if that is not possible, a replacement accommodation unit will be proposed to the client. If the service provider is not able to resolve the reported deficiencies, and Globtour Montenegro cannot propose any alternative accommodation, the client will get full refund of the amount paid. The bank charges are borne by Globtour Montenegro. The client is entitled to the refund amount no higher than the amount paid. The client is not entitled to claim compensation of material or non-material damage (such as bank charges for money transfer, telephone bills, gasoline costs, loss of time, stress, psychological damage, etc.).
The complaint can be submitted on the day of arrival at the accommodation unit only. If the client arrives in the accommodation unit after 10 PM, the complaint will be considered only if it is submitted by noon on the following day. Any complaint submitted following the deadline will not be taken into consideration because the authenticity of the complaint is no longer credible.
Globtour Montenegro reserves the right to a 2 hours time period for responding to the complaint and to an additional period of 6 hours for resolving the complaint if the complaint is justified. The time between 10 pm and 8 am is not included in the stated periods.
The complaint can be submitted to Globtour Montenegro every day (including Saturday, Sunday and holidays) from 8 AM to 10 PM. If the client does not have a mobile phone at disposal, the contact with Globtour Montenegro can be made by telephone of the service provider. If the contact cannot be established because all the lines were busy or there was no answer to the call, the client must retry to reach Globtour Montenegro personnel, because any complaint submitted out the stated hours will not be taken into consideration.
Once Globtour Montenegro receives the client's complaint it will immediately undertake all the necessary action to resolve the complaint. Globtour Montenegro will then verify the complaint circumstances (by contacting the service provider first) and will determine the validity of complaint within the next two hours. If Globtour Montenegro does not respond within the period stated above (2 hours) the client claims the right to leave the accommodation unit. Globtour Montenegro is under obligation to refund the paid amount to the client, and the bank charges will be borne by the Globtour Montenegro.
If the complaint is considered valid by Globtour Montenegro, an additional period of 6 hours is required for resolution of the complaint. The client is under obligation to cooperate in good will with Globtour Montenegro representative and the service provider to resolve the problem. If the client does not accept the proposed resolution adequate to the service reserved and paid, Globtour Montenegro will not take any complaint subsequently submitted and is under no obligation to respond to it.
If the valid complaint cannot be properly resolved, Globtour Montenegro is under obligation to find an alternative accommodation.
The criteria for comparison of the reserved accommodation unit and the alternative accommodation unit are the location and the price advertised on Globtour Montenegro website. If the accommodation unit reserved is located on shore, Globtour Montenegro is under obligation to offer the client an alternative accommodation in the same Riviera or in the Riviera nearby. The price of the alternative accommodation unit will be considered the same if it is equal to, or lower/higher up to 15 % of the reserved accommodation unit price. If the alternative accommodation price is lower than the reserved accommodation price the client is entitled to refund of the price difference. If the alternative accommodation price is higher than the reserved accommodation price, the price difference will be borne by Globtour Montenegro.
If the client does not accept the alternative accommodation (of equivalent location and price), Globtour Montenegro will not take into consideration any complaint subsequently submitted and is under no obligation to respond to it. By accepting the alternative accommodation, the client waives all rights to claim a refund of the amount paid for the reserved accommodation unit.
If Globtour Montenegro does not resolve the client's complaint and does not provide any alternative accommodation within the given period (6 hours), the client reserves the right to leave the reserved accommodation unit. Globtour Montenegro is then under obligation to refund the paid amount to the client and will bear the bank charges.
If Globtour Montenegro determines that the complaint is not valid, it will not undertake any actions to resolve the complaint. The client has a possibility to accept the decision and remain in the reserved accommodation unit on the previously defined terms and conditions, or request an alternative accommodation from Globtour Montenegro in which case the client is under obligation to pay the full amount of the accommodation directly to the service provider. By deciding to remain in the reserved accommodation unit the client waives the right to claim a refund of the paid amount of money. If the client does not accept the decision of Globtour Montenegro and wants to claim a refund of the paid amount of money, the client is not entitled to remain in the reserved accommodation. The client is under obligation to submit the complaint in written form (by e-mail, fax or mail) within seven days from the end of the booked period. Complaint submitted after the deadline or incomplete complaint (no photographs, missing information from reliable source etc.) will not be taken into consideration.
Globtour Montenegro is under obligation to issue a written answer to the duly submitted complaint within seven days after the complaint was submitted. Globtour Montenegro has a right to extend this period for 14 more days the most to gather information and verify the complaint details with the service provider.
Until the answer is being issued, the client waives the right to use the mediation services of another person, UHPA arbitration, court or to give out information to the media. If the client does not obey this regulation and thus breaches the procedure, Globtour Montenegro reserves the right to claim compensation of damage caused by such an action on the client's side regardless of the grounds of the complaint.
If the client is not satisfied with the current provided service and therefore decides to leave the accommodation unit and individually finds an alternative accommodation without informing Globtour Montenegro or without waiting for the complaint to be resolved or an alternative accommodation to be provided within the settled period of eight hours the client is not entitled to a refund of the amount paid or to claim compensation, regardless of the validity of the complaint.
If the guest is not satisfied with the solution offered by the agency he/she has a right to take the issue to the court jurisdiction of Podgorica.
By making the advance payment or paying the entire arrangement amount the guest accepts these general terms and conditions.