Terms & Conditions
1. General
Our brand Excelsior Villas and our website www.excelsiorvillas.com are the property of the registered Croatian sole proprietorship EXCELSIOR VILLAS d.o.o., a business for consulting and other management services owned by Karlo Gale, based in Split – Hercegovačka 24, Stobreč, Croatia, VAT: HR75799310898. We act as an intermediary between the guest and the property owner. Through our website, www.excelsiorvillas.com, we provide accommodation and other services according to the information listed for each property and service on this website.
We highly recommend that you carefully read all the information on our website and check all the details confirmed to you at the time of booking, as these form the basis of your contract with us. By making a reservation for any accommodation or services through our website, you enter into a legal relationship with our business, which constitutes your acceptance of these general Terms & Conditions.
2. Booking & Payment
For any accommodation or service listed on our website, you can make an online inquiry through our contact form, send an email inquiry directly to [email protected], call us on our mobile at +385 91 561 8644, or contact us through our partner agencies that promote our services.
After receiving your inquiry, we will email you the prices, availability, details, and terms of a potential reservation. The reservation is valid only after we receive the deposit payment, which will be stated and defined in the payment request we send you upon booking confirmation. If we do not receive payment within three working days, we will consider your booking request canceled. You should send us a payment confirmation within 24 hours of making the payment.
The remaining balance should be paid according to the details in your payment request, by the deadline stated. If the balance is not paid within the agreed period, our business has the right to cancel your reservation. We will use the deposit payment as the cancellation fee to cover any costs incurred.
The reservation confirmation is valid only after the agreed deposit is paid, with the balance settled according to the terms delivered to the client in the agreement and payment request.
The deposit payment is non-refundable if the guest cancels after making the payment or at any time before the arrival date.
The balance payment is non-refundable if the reservation is canceled within 120 days before arrival. However, depending on the property owner, the balance payment may sometimes be partially or fully refundable. Cancellation terms will be specified in your agreement.
A voucher is considered a binding contract between the guest, the accommodation owner/service provider, and our business. In case of any disputes, only Croatian laws apply under the jurisdiction of the court in Split.
You must provide accurate information about the number of guests who will stay at the property or use our services. This number will be stated and confirmed in your voucher. If more guests arrive than specified in the voucher, the service provider has the right to refuse service due to unregistered guests or inability to accommodate them all.
We will deliver our services according to the information on our website and in emails exchanged with you during the inquiry and booking process, except in unforeseen circumstances such as the illness or death of the property owner, host, or their family members; extraordinary events that cannot be predicted or avoided, such as natural disasters (earthquakes, floods, fires, droughts, etc.), wars, strikes, terrorist acts, or government restrictions (mobilization, travel bans, etc.).
Payments can be made:
- by bank transfer to our business account
- via debit & credit cards (Visa, Maestro, MasterCard) through a secure payment link.
You will receive a payment request with our bank account details, including all legal information for EXCELSIOR RENT & HOST, or a payment link for credit card payments.
Excelsior Villas strongly recommends that you purchase cancellation insurance in your country of residence. We will provide any necessary documentation and assistance to protect you and your rights.
Security of Online Payments
While conducting payments on our web shop you are using CorvusPay – an advanced system for secure acceptance of credit cards on the Internet.
CorvusPay ensures complete privacy of your credit card data from the moment you type them into the CorvusPay payment form. Data required for billing is forwarded encrypted from your web browser to the bank that issued your payment card. Our store never comes into contact with your sensitive payment card data. Similarly, CorvusPay operators cannot access your complete cardholder data. An isolated system core independently transmits and manages sensitive data while at the same time keeping it completely safe.
The form for entering payment data is secured by an SSL transmission cipher of the greatest reliability. All stored data is additionally protected by hi-grade encryption, using hardware devices certified by FIPS 140 2 Level 3 standard. CorvusPay fulfills all of the requirements for safe online payment prescribed by the leading credit card brands, operating in compliance to the PCI DSS Level 1 standard – the highest security standard of the payment card industry. Payments made by cards enroled with the 3-D Secure program are further authenticated by the issuing bank, confirming your identity through the use of a token or a password.
All information collected by Corvus Info is considered a banking secret and treated accordingly. The information is used exclusively for the purposes for which they were intended. Your sensitive data is fully
secure and it’s privacy is guaranteed by the state of the art safeguard mechanisms. We collect only the data necessary for performing the work in accordance with the demanding prescribed procedures for online payment.
Security controls and operating procedures applied within the CorvusPay infrastructure not only ensure current reliability of CorvusPay but permanently maintain and enhance the security levels of protecting your credit card information by maintaining strict access controls, regular security and in-depth system checks for preventing network vulnerabilities.
Thank you for using CorvusPay!
3. Prices
All accommodation and service prices shown on our website are based on information available to us when published. These prices may change, and if they do, we will inform you immediately.
Information and prices on the website are updated regularly and may change by the time you book. While we do our best to ensure accuracy, errors can occasionally occur. It is your responsibility to check all details, including the price, at the time of booking.
4. Our Obligations
Excelsior Villas (EXCELSIOR RENT & HOST) is responsible for providing the services listed on our website, your agreement, and your voucher. We act in the best interests of our clients and will fulfill all obligations except in extraordinary circumstances beyond our control or due to force majeure.
5. Guest’s / Client’s Obligations
Guests agree to:
Provide all relevant information regarding the group, number of people, names, and any special requirements before confirming the reservation.
Follow all Croatian customs, currency regulations, and laws.
Respect the house rules of the accommodation, including check-in/check-out times and noise restrictions. Failure to comply may result in the owner asking you to leave the property immediately.
The service is reserved exclusively for the persons listed on your voucher. No other persons are allowed to stay, nor may you arrange for visitors for parties, events, or large gatherings without prior written agreement and any applicable payments.
You agree not to use the property for illegal or commercial purposes, including subletting or allowing unapproved guests to stay.
Present the voucher to the host upon arrival as proof of your reservation and provide any documents needed for registration with the Tourist Office (ID or passport).
Pets are only allowed in certain properties, so check this in advance.
For some properties, additional charges such as final cleaning, tourist tax, or extra services may apply — check with us before booking.
Failure to meet these obligations may result in extra charges, responsibility for damages, and/or removal from the property. By confirming the reservation, you accept these responsibilities.
6. Security Damage Deposit
Details about the security deposit required for each property are provided on our website and during booking, and will be written in your agreement and voucher. This deposit must be given to the owner/host upon arrival (usually in cash, sometimes by card or prepayment).
The deposit covers damages caused to the property. Guests are responsible for any damage done to the property, its contents, staff, or third parties during their stay. Any damages will be deducted from the security deposit. If damages exceed the deposit amount, the guest must pay the full difference.
Before departure, guests must leave the property reasonably clean. Extra cleaning costs may be deducted from the deposit or invoiced after departure.
7. Guest’s Luggage
Excelsior Villas cannot be held responsible for lost, damaged, destroyed, or stolen luggage during your stay.
8. Tourist Tax
Under Croatian law, all guests must pay a tourist tax upon arrival unless it is included in the rental price. This information will be stated in your voucher.
Tourist tax depends on the location, as defined by law. Children under 18 pay half the amount; children under 12 are exempt.
9. Environment
Many properties are in rural or secluded locations, and some can only be accessed by boat or via unpaved roads. Carefully read each property description and ask us in advance if you need more information about access or the location.
We cannot be held responsible for any nearby construction or roadwork.
10. Insurance
We do not provide insurance coverage. You are responsible for purchasing suitable personal travel insurance, including coverage for potential booking cancellations.
11. Cancellation and Amendments Policy
11a. Cancellation by the Guest
Cancellations must be made in writing by email.
The deposit to secure the reservation is non-refundable.
Other payments may be refunded or not, depending on the property owner’s policy, which will be outlined in your agreement.
If you cancel within seven days before arrival, you may change the reservation holder’s name, if possible. Additional costs may apply. The new guest accepts these Terms & Conditions.
You may request changes to your reservation (e.g., number of guests, guest names, reservation dates) at least 90 days before the original arrival date, subject to availability. Requests must be in writing.
We do not compensate for visas, passports, or other travel documents affected by a cancellation.
If you fail to check in by midnight on the arrival date without informing us or the host, the reservation will be canceled and the deposit forfeited. If actual costs exceed the deposit, we may charge you for the difference.
If you notify us about a delayed arrival in advance, the reservation will be held according to your voucher.
11b. Cancellation by Us or the Property Owner
We reserve the right to change or cancel your reservation. If this occurs, we will offer you similar or better alternative accommodation, if available and agreed by you. If the alternative costs more, we reserve the right to charge the difference.
If no acceptable alternative can be found, we may cancel your reservation and refund any amount paid. You will not be entitled to any additional compensation.
12. Complaints
If you experience any problems during your stay, report them immediately to the host/owner and to us in writing. We will respond within two working days.
Complaints not submitted this way may not be addressed, and subsequent claims will not be accepted.
Situations like weather conditions, temperature, crowds, or other events not directly related to the booked property cannot be grounds for complaints.
13. Final Remarks
We reserve the right to change these Terms & Conditions without prior notice. Any changes will take effect immediately upon publication on our website.
Contact:
Excelsior Villas – EXCELSIOR RENT & HOST
Hercegovačka 24, Stobreč, Croatia
VAT: HR98827774
www.excelsiorvillas.com
Email: [email protected]
Mobile: +385 91 561 8644