Heritage Hotel Zagreb Dubrovnik

Terms & Conditions

1. Company Information

Heritage Hotel Zagreb Dubrovnik
Šetalište Kralja Zvonimira 5, 20000 Dubrovnik, Croatia
OIB: 99785343773
Email: sales@heritagehotelzagrebdubrovnik.com
Phone: +385 99 603 5927

2. Booking & Contract Formation

By making a reservation on our website, you enter into a binding agreement with Heritage Hotel Zagreb Dubrovnik.

A booking is considered confirmed once:

  • Payment is completed; or
  • A valid credit/debit card guarantee is provided.

Guests are responsible for providing accurate and complete information.

3. Prices & Taxes

  • All prices are in EUR (€).
  • Prices include VAT and tourist taxes unless stated otherwise.
  • Prices may change before booking confirmation.
  • Confirmed reservations are charged according to the rates valid at the time of booking.

4. Payment Terms

  • Payments are securely processed via Worldline and Rentlio Pay.
  • Accepted cards: Visa, Mastercard, Maestro.
  • The Hotel reserves the right to:
    • Pre-authorize payment cards before arrival;
    • Charge deposits or full payment in advance depending on the selected rate.

By providing payment details, the guest confirms authorization for the Hotel to charge the applicable amount according to the reservation terms.

5. Cancellation Policy

High Season (June 1 – September 30)

  • Free cancellation up to 7 days before arrival.
  • 7 days to 72 hours before arrival: 1 night charged.
  • Less than 72 hours: 100% charged.
  • No-show: 100% charged.

Off Season (October 1 – May 31)

  • Free cancellation up to 72 hours before arrival.
  • Less than 72 hours: 100% charged.
  • No-show: 100% charged.

6. Refund Policy

  • Refunds are processed strictly according to cancellation policy.
  • Refunds are made to the original payment method.
  • Processing time: 5–14 business days.
  • Bank/payment fees may be non-refundable.
  • No refunds for:
    • No-shows;
    • Early departures;
    • Unused services.

7. Chargebacks & Fraud

Guests agree not to initiate unjustified chargebacks.

In case of dispute, the Hotel may provide booking records, communication history, IP logs, and payment confirmations to Worldline or financial institutions as proof of valid transactions.

The Hotel reserves the right to cancel bookings suspected of fraud.

8. Check-in / Check-out

  • Check-in: from 14:00.
  • Check-out: until 11:00.
  • Early check-in / late check-out subject to availability.
  • Valid ID or passport required upon arrival (legal requirement in Croatia).

9. Guest Responsibilities

Guests agree to:

  • Respect hotel property and other guests.
  • Comply with Croatian laws.
  • Not exceed maximum room occupancy.
  • Avoid disturbance to other guests.

The Hotel reserves the right to:

  • Charge for damages caused by guests.
  • Terminate stay without refund in cases of misconduct, illegal activity, or serious disturbance.

10. Liability Disclaimer

The Hotel is not responsible for:

  • Loss, theft, or damage of personal belongings.
  • Force majeure events (natural disasters, strikes, pandemics, government actions, etc.).
  • Injuries, illness, accidents, delays, or inconveniences during the stay, except where liability cannot be excluded under applicable law.

Guests use hotel facilities at their own risk.

Liability is limited to the total value of the reservation.

11. Complaints

Complaints must be reported during the stay to allow resolution.

After departure, complaints must be submitted within 7 days.

12. Governing Law

These Terms are governed by Croatian law.

Jurisdiction: courts in Dubrovnik, Croatia.