General Terms and Conditions


The general conditions for offering services for accommodations are part of the contract between M. POLO d.o.o., as a travel agency or authorized agent, and the traveler who accepts the offered arrangement. Everything that is listed in the general conditions represents a legal commitment for the guests, as well as for M. POLO d.o.o. The general travel conditions are also published on the Internet pages of M. POLO d.o.o.

M. POLO d.o.o. commits itself to undertake all precautions to offer true information to its users. All the information, data, and pictures that are related to the capacity of accommodations, M. POLO d.o.o. collected from the accommodation owners. Even though all information is checked and controlled by employees of M. POLO d.o.o., the Agency does not take responsibility for mistakes, negligence, and delays in updating informations.


The accommodation units are described according to the official evaluation given by the local tourist organization during the issue of the working license. The standards of accommodation, nutrition, service and others, of places and countries are different and cannot be compared.

M. POLO d.o.o. offers those services listed on its Internet web page, catalogue and other printed material of M. POLO d.o.o, which is not necessarily equal to those services offered by other selling points.

If the traveler acquire accommodation infromation at other sources or selling points beside M. POLO d.o.o., and was guaranteed that he will receive other services that are not listed on internet pages at M. POLO d.o.o., M. POLO d.o.o. is not commited to fulfill the same guaranteed services nor is responsible for wrong infromations given to traveller by other sources.

If possible, M. POLO d.o.o. will try to meet additional requests of the traveler for the accommodation (comfort, additional equipment, room view etc.), but cannot guarantee to fulfill the additional requests. If any additional requests would come with extra charges, the traveller is commited to pay them if he accepts to use those extra services.


All service prices are listed for each accommodation unit, and include those services linked to the specific reservation for the unit desired.

Additional services are services that are offered by the accommodation unit, but since they are not included in the accommodation price itself, the traveler pays for them separately (such as extra charge for pets, usage of aricondition unit, etc.). Additional services have to be chosen or asked for during the reservation process. Those services are paid for additionally, according to the price given by the accommodation facility, and they will appear on the final bill.

Optional services are services that are offered by M. POLO d.o.o., but they are not bound to the offer of the given accommodation unit.

The prices of the accommodation units are given in Euro, so the calculation in Croatian Kuna is according to the middle exchange rate of the HNB (Hrvatska Narodna Banka) on the day on which the account is carried out. M. POLO d.o.o. has the right of changing the prices of the accommodation unit if accommodation owner changes the prices. However, the prices for already confirmed and made bookings will not be changed.


All reservations are done electronically by filling in the form that is available on M. website. When making the reservation, travelers have to provide correct data, which is requested on the form. M. POLO d.o.o. is not responsible for the exactness of the data that is given by the traveler during registration. In case of incorrect data, M. POLO d.o.o. holds the right to change the prices and to claim the price difference on the spot.


Inquiries and reservations of accommodation are received electronically, in written or personal in agency branch office. With the payment of the reservation traveler confirms he has studied and understands "General conditions for accommodation services offer" and accepts it in full. With payment of the reservation, the agreement becomes a legal obligation to the traveler as well as to M. POLO d.o.o.

M. POLO d.o.o gives the traveler access to relevant promotion material or program in printed or electronic form, gives the traveler all relevant information about the travel, and gives or refers the traveler to general conditions which are a constitutional part of this contract and offers the traveler "travel insurance package“ and "cancellation insurance“. During the reservation the traveler is responsible for giving all necesary data for the reservation procedure.

With the payment the reservation becomes valid, any other confirmation given in written or orally is not valid as a reservation. For the reservation of service the traveler is required to pay 30% of the full amount to make the reservation valid. The other 70% the traveler is required to pay at least 21 days before the start of using the service.

If the date of arrival is within 21 days it is necessary to pay 100% of the amount for the requested and confirmed service. Payment is possible by bank transfer to the bank account of M. POLO d.o.o. or on-line payment by credit card. By using means of remote communication to dictate the number of the credit car, the traveler is considered to understand "General conditions for accommodation services offer“. The bank transfer is not available if the beginning of Your stay is within 5 work days for payments from abroad, or 3 working days for payments by bank transfer within Croatia.

After receiving full payment for the chosen service(s), the traveler will be sent a voucher as confirmation. The voucher serves as a proof that the reservation of the service(s) has been carried out. The traveler has the obligation to give the voucher upon arrival to the unit or agency (depending on instructions he received from agency). If more people wish to be added to the accommodation than those listed on the voucher, the agency has the right to refuse the accommodation to the travelers that are not registered, unless they agree to pay all the additional charges that may apply. If there is no pissiblity to accommodate adittional persons in reserved unit, agency can offer additional unit to accommodate additional persons, where the same persons are obligated to pay the costs of additional unit. In the case where the additional persons could not be accomodated in firstly reserved unit and the guest chooses to change or cancel the accommodation, the Cancelation rules and charges would occur.

With the payment of the reservation the traveler confirms that he understands all the conditions that may apply to the specific accommodation unit. Traveler also confirms that he accepts the general conditions of the offered accommodation service. Furthermore, the traveler understands and confirms that a kind of travel insurance was offered to him. With payment of the reservation, the agreement becomes a legal obligation to the traveler as well as to M. POLO d.o.o.

Note: All online credit card payments will be effected in Croatian currency. The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Croatian kuna according to the current exchange rate of the Croatian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of guest's credit card issuer. As a result of this conversion there is a possibility of a difference from the original price stated on our web site.


M. POLO d.o.o. commits itself to assure to the traveler the accommodation in the reserved period, except in case of exceptional circumstances (war, riot, strike, terrorist activities, sanitary troubles, forces of nature, intervention of the authorities etc.).

M. POLO d.o.o. can offer changes to the reserved accommodation or cancel the accommodation completely or partly, if before or during the time of the stay special circumstances appear that can not be avoided or declined.

If the traveler pays for the reservation which M. POLO d.o.o is unable to fulfill (i.e. exceptional circumstaces that appeared in meantime on which M. POLO d.o.o. has no influence) the traveler will be offered an alternative.

If M. POLO d.o.o. has the possibility to offer the traveler an alternative, a change of the reserved accommodation can be carried out only with the permission of the traveler. The alternative can be of the same, lower or higher quality than the one reserved initially. If the traveler accepts the alternative and it is more expensive than the initial offer, the traveler is obligated to pay the difference if he chooses the alternative. If the alternative is cheaper, M. POLO d.o.o will return the difference to the traveler.

M. POLO d.o.o. has the obligation to immediately inform all arriving travelers or current traveller about changes to the reservation or cancellation, and if no alternative accommodation can be found, M. POLO d.o.o. will refund the amount for unrealized services paid by the traveler. If the cancelation occur during the traveller's stay, the refunded amount will be only for the rest of the cancelled stay, i.e. if traveler was already staying 3 days in the accommodation and had 4 days left in the moment of cancellation, the refunded amount would equal to the remaining 4 days.


If the traveler wishes to change or cancel the reservation, it has to be in written (e-mail, mail or fax) . By "change“ it is considered a change in the number of people, or change of the dates of travel, at least 30 days before using the the service. First change of the reservation, if it is possible without extra expenses, will be made for free. For any more changes the traveler will be charged the expenses of 15 EUR per change. If the change of the reservation is not possible, and the traveler cancels a confirmed reservation because of it, lower mentioned conditions apply. Any change of accommodation unit and any change within 30 days before using the service is considered a cancellation of the reservation.

The cancellation costs will be calculated from the date on which M. POLO d.o.o. receives a written request for the cancellation, and it is as follows:

For the cancellation up to 30 days prior the arrival, M. POLO d.o.o. charges 15% of the full price of the reservation, a minimum of 15 EUR.

For the cancellation in the period between 29 and 22 days prior the arrival , M. POLO d.o.o. charges 30% of the full price of the reservation.

For the cancellation in the period between 21 and 15 days prior the arrival, M. POLO d.o.o. charges 40% of the full price of the reservation.

For the cancellation in the period between 14 and 8 days prior the arrival, M. POLO d.o.o. charges 80% of the full price of the reservation.

For the cancellation in the period between 7 and 0 days prior the arrival, M. POLO d.o.o. charges 100% of the full price of the reservation.

If the traveler does not arrive to the destination or cancels the service of the accommodation after it began, M. POLO d.o.o. charges the full price of the reservation.

For every cancellation of the reservation M. POLO d.o.o. charges 15 EUR of administrative expenses.

If the traveler doesn't show up till midnight on arrival day of the reservation and didn't notified agency that he will arrive later, the reservation will be considered as cancelled and above noted cancellation costs would apply.

If the cancellation costs are in fact higher than what was initially given, M. POLO d.o.o. has the right to charge the additional cost difference of cancellation. M. POLO d.o.o. is not paying for the eventual expenses of guest's acquirement of travel Visa's or Passports.


M. POLO d.o.o. is bound to make sure all the services are carried out professionally, on its part as well as that of the accommodation owner. Also, M. POLO d.o.o. is bound to make sure that all the rights of the traveler are managed according to the common law.

M. POLO d.o.o. is bound to make sure that the traveler recieves all the services included in the rented accommodation. Furthermore, M. POLO d.o.o. has to answer to the traveler in case of non-performance of the services expected.

M. POLO d.o.o. will not be responsible for the lack of a service that is caused by higher forces or exceptional circumstances.


The traveler commits itself to the following:

- to have on hand all valid travel documents. All costs for loss or theft of the documents during the travel period are carried by the traveler.
- to respect the customs formalities, and the rules for the foreign currency of the Republic of Croatia, as well as other countries visited during the travel.
- to respect the rules and regulations of the rented accommodation unit, and to collaborate with the accommodation owners accordingly.
- upon arrival to the rented accommodation unit, the traveler is expected to present the given voucher, where the number of people and type of service to be offered are specified.

The traveler is responsible for all eventual material damage that was caused by him and is bound to pay the damages on the spot to the agency.


Every traveler, holder of the contract, has the right to complain to the non-performance of the agreed service. If the services offered are not entirely fulfilled, or below the quality standard, the traveler may require a partial compensation by submitting a written complaint. Every traveler has the right of complaint for not getting the paid service. Every complaint has to be submitted separately by the traveler.

If the traveler is not satisfied with a specific situation upon arrival, he is obligated to inform the representative of service provider (owner of accommodation, etc.) as well as inform M. POLOs representative immediately, giving explanation to his dissatisfaction. The traveler should contact service provider first and try to get a satisfactory solution directly on the spot. The traveler is obligated to cooperate with the service provider and M. POLO d.o.o in good will to solve the problem. If the traveler accepts a proposed solution on the spot, agency is not obligated to accept any further complaints.

If the problem is not solved during the stay, within 14 days after reservation was ended, the guest has to deliver a complaint in writing to M. POLO d.o.o., enclosing the written complaint together with all documentation and photographs which proves the complaint, by e-mail or regular mail. M. POLO d.o.o. will consider only complete and documented complaints received within 14 days of guest's departure.

While the solving of complaint lasts, at most 14, that is 28 days after the complaint is made, the traveler will not use any other person, UHPA, other institutions, or giving information in the media. Also, during this period, the traveler agrees not to sue or press charges.

The highest compensation regarding a complaint can be the amount of the objected part of the service, but cannot cover already used services or the complete amount for the accommodation used. That excludes the right of the traveler to any compensation of non material or optimal damage. M. POLO d.o.o can not be considered responsible for weather conditions, sea temperature, or other similar situations or events that are unsatisfactory, and are not directly connected with quality of the reserved accommodation unit (bad weather, bad beach, public beach is far from the accommodation, traffic jams, crime, etc.).

Agency M. POLO d.o.o. will not accept any complaints on arrangements with special discounts, including LAST MINUTE offer, FIRST MINUTE and other similar discounted special offers.


The traveler and the agency will try to solve any disputes in good will, however in case of a judicial dispute, the court of justice is located in Pula, with relevant law being Croatian law.


The information gathered through the reservation form are considered personal data and is protected by prescribed applicable Croatian regulations. These data will be used only for the purpose of exercising the rights and fulfilling the obligations arising from reservations made through our website, and will not be used for other purposes.
The certificate reservations confirm that the information provided in the booking form is true and correct and that you are familiar with the purpose of their collection and processing.