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General Conditions for Providing Services
of the travel agency IN MONTENEGRO

 

1. Offer
Company Perla d.o.o with seat at Herceg Novi and its branch office Travel Agency IN MONTENEGRO at Podgorica shall warrant for presentation and sales through Internet. The tourist agency IN MONTENEGRO shall ensure the accommodation service and other types of services pursuant to the published information, description and time schedule pursuant to the confirmed booking, save for exceptional cases: unfavourable political situation, disasters or any other factor which might fully have a negative impact to tourist season, as well as death or grave illness of service provider and similar.

2. Bookings
All kind of inquiries and bookings shall be received electronically, in writing or individually in our branches, as well as in branches of agencies, which by virtue of contract became partners of the Tourist Agency IN MONTENEGRO. Based on your inquiry on availability our offer will be forwarded to you. By replying to the offer you will receive confirmation of the booking and calculation, on the basis of which you will make down payment and ensure the service thereby (accommodation, excursion, rent-a-car…). The guest will be obliged to provide any data requested by the booking procedure. While booking, the guest will confirm the familiarity with these general conditions for providing services and the full acceptance thereof. Thereby, the general conditions for providing services shall become a binding legal obligation both for the guest and for the Tourist Agency IN MONTENEGRO.

3. Payment
In order to book accommodation or any other kind of service it is necessary to make down payment depending on the selected payment method, and the outstanding amount is payable at latest within ten days prior to using the service or directly with the service provider. Upon confirmation of the booking, the guest will be notified on the selected payment method. The applicable payment method is that selected by the agency and depends on the facility and the service booked.

4. Accommodation price and stay fee
The price will include the base service and is expressed in Euros. Together with the accommodation unit the services included in the price are described. All services paid or booked will be specified in the order – voucher. The services not specified in the order-voucher will not be included in the accommodation service, and the guest will pay them separately with the service provider i.e. responsible person for the service. The published accommodation prices may be modified by the Tourist Agency IN MONTENEGRO in case that the service provider, i.e. responsible person for the accommodation capacities changed price or in case of other justified reasons. The newly modified price change will not be applicable to guests, who made the down payment for booking prior to the price modification. The stay fee, pursuant to the applicable Stay Fee Law of the Republic of Montenegro, is a flat amount of money payable by a person using the accommodation services beyond his or her place of residence in an accommodation facility, in which the tourist or catering business is conducted. The stay fee is payable at the same time with the accommodation services, i.e. in the moment of making down payment for booking. Children up to 12 years of age do not pay the stay fee, and from 12 to 18 years of age pay 50% of the amount set forth by virtue of the stay fee.

5. Right of the Tourist Agency IN MONTENEGRO to change and booking cancellation
The Tourist Agency IN MONTENEGRO will retain the right to change the confirmed booking only in exceptional cases (unfavourable political situations, disasters or any other factor which may fully have a negative impact on the tourist season, as well as death or grave illness of service provide or similar….). The Agency will in such or similar cases notify the guest on changes arisen, and will offer him or her accommodation in the same or higher category (up to 10% of higher prices will be borne by the Agency in case it will be unable to offer the accommodation in the same category), pursuant to the same prices in force at the point of booking confirmation. In case that the replacement of the accommodation booked will not be possible, the Agency shall notify the guest 7 days prior to the beginning of using the service and return to the guest the entire amount paid by him or her. In any case, the Agency will oblige the guest and offer them any additional information related to possible accommodation.

6. Right of guest to change and cancellation of the confirmed booking
Upon his or her request in writing (e-mail, fax or mail), the guest will be entitled to change and cancel the confirmed booking. Under the change is understood the change of the date of beginning or end of using the service, as well as the change of number of persons who would use the service. In any case when it is possible the agency will make the change free of charge. When it is not possible to change the confirmed booking, the rules for cancelled bookings will apply. The Tourist Agency IN MONTENEGRO will be entitled in case of cancelled booking to request from the guest payment of damage caused, if the cancelled accommodation is not sold out.
The amount of indemnification for damage incurred, if the guest will cancel the booking shall total to:
- up to 20 days prior to the beginning of using the service, 35% of the contracted accommodation price
- from 19 to 10 days prior to the beginning of using the service, 50% of the contracted accommodation price
- from 9 to 4 days prior to the beginning of using the service, 85% of the contracted accommodation price
- from 3 to 1 days prior to the beginning of using the service, 100% of the contracted accommodation price If the booking cancellation is due to case of force majeure or exceptional circumstances (wars, strikes, disasters, terrorist actions, death of a close family member…) the guest will be obliged to present an acknowledgment in writing thereon, and the Agency will in this case collect 20% of the total accommodation price. If the guest will fail to arrive to the accommodation booked up to 24 hours on the date of the beginning of the service, and to get in touch previously with representatives of the Tourist Agency IN MONTENEGRO, and to get in touch with the service provider, i.e. responsible person of the accommodation unit, it shall be deemed booking cancellation.

7. Obligations of the Travel Agency IN MONTENEGRO
The obligation of the Travel Agency IN MONTENEGRO is to care for the guest's rights and interests, to correctly present the information and jointly cooperation in resolving of disputing situations, in compliance with good practices in tourism, as well as with laws and special usages in tourism of the Republic of Montenegro, save for cases where it is set forth by the General Conditions of Providing the Services.

8. Obligations of the guest
The guest shall be obliged to:
- possess the correct travel and other documents
- upon arrival in the facility, to hand down the voucher – order to the provider – responsible person for the accommodation facility.
- to comply with the house rules and cooperate with the provider – responsible person of the accommodation capacities.
- to notify the provider – responsible person on valuables and hand them down to custody - to comply with the time schedule for arrival and departure (if not otherwise regulated by the house rules) up to 14 hours for entering the facility and up to 10 hours for leaving the facility.
- to settle any expenses related to using of additional services ( telephoning, renting... )
Any expenses related to failure to comply with obligations and possible damage shall be borne by the guest. The payment for the above stated matters shall be made at the spot to the service provider – responsible person for the facility.

9. Claim procedure
- Upon arrival the guest shall be obliged to object to inappropriate service, and in case that the service will be at variance with the presented information obtained from the agency with the service provider – responsible person or to contact representatives of IN MONTENEGRO.
- In compliance with good practices in tourism, all parties will seek the elimination of the causes for objection. In case that the guest will fail to accept the solution, which corresponds to the service paid, the Tourist Agency IN MONTENEGRO will not consider the posterior objections.
- In case of failure to reach the solution of the problem, the guest may submit the objection in writing with stated reasons and mail it to the Tourist Agency IN MONTENEGRO. The competent agency representatives will pass the solution as soon as possible.
- The compensation by virtue of the objection may reach the amount of claimed services, and will not comprise the services used neither the total amount of the service, so that the guest will be precluded from the right to collect the ideal damage.
- In case that the guest is not satisfied with how the agency resolved his or her objection, he or she will be entitled to institute a court proceeding with the appropriate Base Court of Podgorica.

10. Principal remark
The guest fully accepts by performing his obligations i.e. by making down payment for booking these General Conditions for Providing Services and undertakes to comply thereto.