Heros plus is not the owner of the accommodation units that are for rent, but a licensed travel agency that provides accommodation services in the name and on behalf of the property owner and based on the contract concluded with the property owner of the respective accommodation facility.
Heros plus d.o.o. acts solely as an intermediary between you and the property owner of the respective accommodation facility.
If the guests choose to buy any additional services or products, these additional services or products shall be the subject of a separate agreement between the guest and the property owner, or the guest and a third party respectively, and in no way a subject-matter covered by these terms and conditions.
Before booking the accommodation facility, the guest shall acquaint himself with all terms and conditions, as well as with the special features of each accommodation facility and location.
All terms and conditions stated here shall apply equally to all reservations and all persons, i.e. apply equally to the reservation holders, other guests, agencies, guest staff, friends and visitors.
The reservation shall be valid from the moment of the booking confirmation. In order for the reservation to be valid, the reservation holder shall be at least 18 years old and has paid a deposit of 30% of the rental amount.
During the booking procedure upon enquiry, each guest shall receive payment instructions and all information on the booking and the special terms and conditions of the accommodation unit. The guest shall make the payment within 24 hours of the receipt of the payment instructions. During this period, the requested dates shall be blocked in the availability calendar and the guest shall submit a confirmation of payment. After the guest submits the payment confirmation and the payment is credited to the account (IBAN), the reservation shall be considered confirmed. If the guest does not make the payment within 24 hours of the receipt of the payment instructions, the booking shall be considered not confirmed or cancelled respectively and Heros plus shall make the requested dates available for further bookings without any obligations to the guest and any obligations in terms of damage compensation due to an unrealized booking.
When using instant booking, the booking shall be considered confirmed when the guest receives a booking confirmation notice.
3. Prices and Payment
Unless otherwise stated, all prices are listed in Euro (€) and per night. Prices include all taxes and he sojourn tax. The rental price of the accommodation includes all costs of utilities (water, electricity, Internet, waste collection, etc.), final cleaning, bed linen, towels, maintenance of pool, the garden and the accommodation units, and the registration of stay.
Payment is made by bank transfer or credit card in two instalments; the first instalment is the advance payment in the amount of 30% as confirmation of booking and the second instalment is the remaining 70% up to 14 days before arrival. Some property owners may ask for different payment methods, of which the guest shall be informed before booking.
For bookings made within 14 days before arrival, the guest shall pay the full booking amount of 100% immediately.
The guest shall make payments under these terms and conditions or the special conditions specified on the website. If the payment is not made within the specified payment deadlines, Heros plus d.o.o. shall be entitled to terminate the contract and cancel the reservation without refunding the amount paid so far.
4. Cancellation / changes
The guest shall be charged 30% of the booking amount in case of cancellation after booking and an additional 70% in case of cancellation within 14 days prior arrival. In the case of the guest not showing up at all, 100% shall be charged. Some property owners may ask for different cancellation policies, of which the guest shall be informed during the booking procedure.
After confirmation of booking, the guest may send a request to change the reservation, which shall not be binding to Heros plus d.o.o. Heros plus d.o.o. shall, depending on the request and options, inform the guest whether the change of reservation is possible or not. Regardless of the fact that the guest’s request for change of reservation could not have been met, the above stated cancellation terms shall always apply. The guest shall not be able to cancel free of charge if his request is not complied with.
5. Arrival / Departure times - Check in / Check out
All arrivals and check-in shall be after 4 pm, and departures and check-out until 10 am. Early arrivals and later departures shall be possible only upon approval of the property owner. If the guest does not comply with the departure time, Heros plus shall be entitled to charge the security deposit as well as an extra night at a special rate.
In case the guest does not show up on the scheduled date and time of arrival, the booking shall remain valid and the property reserved for 24 hours. If there is no notification from the guest on the new arrival date or time within these 24 hours, Heros plus d.o.o. shall be entitled to make the property available in the availability calendar for other reservations. In this case, the guest, who did not show up at the check-in, shall not be entitled to refund of the booking amount.
6. Guest Registration
Upon arrival, guests shall present valid travel documents (identity card or passport) for the guest’s registration in the e-visitor system. A guest who refuses to present a valid travel document will be denied access to the accommodation facility.
7. Accommodation unit
Heros plus d.o.o. strives to make the descriptions, photographs and location of accommodation units as accurate as possible, however minor deviations are possible. Accommodation units do not need to contain the same facilities and services. The accommodation units are used exclusively for vacation.
The number of persons in the accommodation unit shall not exceed the permitted, advertised or prescribed one. That number includes children regardless of their age. An exception are accommodation units that offer free accommodation to children (1 child) up to 4 years in separate beds, which must be specified. If the accommodation unit is being occupied by more people than the maximum number allowed, the property owner and/or Heros plus d.o.o. shall be entitled to request the additional people to vacate the accommodation unit. If the guests do not comply with this request, the property owner and/or Heros plus d.o.o. shall be entitled to terminate the contract with immediate effect and no further notice. All guests shall be obliged to vacate the accommodation unit within 2 (two) hours. There shall be no refund for the unused rental time in the accommodation unit.
Guests up to 25 years old are considered a youth group. Different rules for youth groups may apply in some accommodation facilities. Guests shall inform the property owner and/or Heros plus d.o.o. that they are a youth group at the time of booking.
Setting up tents or parking caravans and the like on the property or next to the accommodation facility is prohibited. If this term is violated, the property owner and/or Heros plus d.o.o. shall be entitled to terminate the contract with immediate effect and no further notice. All guests shall be obliged to vacate the accommodation unit within 2 (two) hours. There shall be no refund for the unused rental time in the accommodation unit.
Some accommodation facilities allow pets, but the options of bringing pets and the conditions of their stay shall be described on the website. There may be an additional cleaning fee. Pets are strictly prohibited of entering the pool. It is allowed to bring 1 (one) pet into the accommodation facilities that allow pets, unless the property owner and/or Heros plus d.o.o. does not approve the stay of more pets, which must be stated in the booking confirmation.
In cases when the guest brings a pet into an accommodation facility that does not accept pets or in cases the guest brings more than the number allowed, the property owner and/or Heros plus d.o.o. shall be entitled to terminate the contract with immediate effect and no further notice. All guests shall be obliged to vacate the accommodation unit within 2 (two) hours. There shall be no refund for the unused rental time in the accommodation unit.
In some accommodation units pets are not allowed. However, neither the property owner nor Heros plus d.o.o. can guarantee that there have not been any pets in the holiday home on prior occasions. Heros plus d.o.o. shall not assume any responsibility for allergic reactions that might occur while staying in the respective accommodation unit.
When booking newly built accommodation facilities, there is a possibility that not all plants and/or grass have fully grown.
Guests shall use the pool with necessary attention and shall follow any instructions given by the property owner and/or Heros plus d.o.o. relating to the use of the swimming pool. The guest shall be responsible for any use of the swimming pool. Children in the pool area shall be under permanent supervision of an adult. Guests shall use the pool at their own risk. If the accommodation is booked outside the summer season, guests might not be able to use the pool. In cases when the pool has no heating/cooling option, its temperature depends solely on the weather conditions and the guest shall have no right to make a complaint about the pool’s temperature. In accommodation facilities with pool heating, the pool’s temperature can be expected to be 24-25 degrees. However, said temperature cannot be expected when there are longer periods with bad weather or it is the period outside the summer season.
Excessive use of the swimming pool is not recommended. Please note that the use of the swimming pool, jacuzzi, sauna is associated with certain health risks and that the use them is at your own risk.
Smoking is prohibited inside all accommodation facilities. The security deposit shall be charged for violating the smoking ban.
Occasionally guests may unexpectedly experience noise from neighbours, construction sites, traffic etc. Neither the property owner nor Heros plus d.o.o. can be held accountable for unexpected noise.
Internet is an extra service provided through the internet operator in various ways, where various deviations in the speed of the Internet may be possible. Neither the property owner nor Heros plus d.o.o. shall be held responsible for a bad signal, overloaded system or other issues with coverage, speed or data amounts.
Children's playgrounds shall be used under adult supervision and guests shall use them at their own risk. Improper use of the playground may endanger the life and health of the guest and/or destroy and/or damage the playground itself, for which the guest shall pay compensation in the amount of the damage.
Accommodation facilities are located in nature, and some of them in rural areas where there is an increased risk of stings of bees, wasps, mosquitoes, etc. as well as the risk of venemous and dangerous animals (e.g. snakes), so increased caution is recommended when walking through nature, in and around the accommodation facility. Heros plus d.o.o. and the property owner shall not be responsible for any animal stings and bites.
8. Security deposit / compensation for damages
Upon arrival, the guest shall provide a security deposit in cash to the property owner/host of the accommodation facility. The amount of the deposit shall be determined at the time of booking. The deposit amount serves as security for the property owner in case of any damages to the accommodation facility. The property owner/host shall be entitled to keep the deposit amount and repair the damage thereof. If the damage is less than the deposit amount, the property owner/host shall return the difference in the amount of actual damage and the amount of the given deposit. If the guest/guests have caused damage greater than the deposit amount, they shall compensate the full amount of damage (entire damage). If there is no damage to the accommodation facility, the property owner/host shall refund the amount of the security deposit to the guest upon departure.
Guests shall report any damage caused to the accommodation unit immediately.
9. House rules / guest behavior
During their stay in the accommodation facility, guests shall adhere to the house rules displayed in the respective accommodation unit. In case of violation of house rules, danger to property and exposure to danger, the property owner and/or Heros plus d.o.o. shall be entitled to terminate the rental contract with immediate effect and no further notice. All guests shall be obliged to vacate the accommodation unit within 2 (two) hours. There shall be no refund for the unused rental time in the accommodation unit.
10. Complaints and defects
If the guest observes insufficient cleaning, defects and the like, the guest shall file a complaint immediately to the property owner/host of the accommodation facility and shall grant them a reasonable time limit to remedy these defects. The property owner of the accommodation unit shall bear responsibility for deviations in the condition and equipment of the accommodation unit in regard to the one listed on the website.
11. Heros Plus as the intermediary
Heros plus d.o.o. is a travel agency that offers agency services in concluding rental contracts for accommodation units with their property owners. The property owner bears full responsibility in regard to the guest. In the case that Heros plus d.o.o. has to cancel a booking of the accommodation facility for reasons beyond the control of Heros plus d.o.o. or for reasons conditioned by the property owner, Heros plus d.o.o. shall not be responsible for such a situation and shall refund the already paid booking amount to the guest immediately.
12. Personal data and documentation
Heros plus d.o.o. shall keep all information and documentation a trade secret pursuant to local regulations on personal data protection. Heros plus d.o.o. shall not be responsible for actions taken by the property owner/host regarding the protection of information, data and documents.
13. Force Majeure and/or extraordinary events
If the use of the accommodation facility is prevented due to force majeure (fire, flood, earthquake, war, pandemic, etc.) and/or due to an extraordinary event (rupture of water or sewer pipes, power outage, accommodation facility closed down by authorities, etc.), Heros plus d.o.o. and the property owner shall be entitled to terminate the contract and refund the amount already paid (except in cases when part of the overnight stay has been realized, then the amount for refund shall be reduced in proportion to the nights already stayed in the facility). Heros plus d.o.o. shall not be responsible for the termination of the contract and the effects resulting from force majeure and/or extraordinary events.
14. Notification on the method of submitting complaints about our services
Pursuant to Article 6, paragraph 1, item 3 of the Act on the Provision of Tourism Services (OG 130/17, 25/19, 98/19, 42/20, 70/21) and Article 10, paragraph 3 of the Consumers Protection Act (OG 41/14, 110/15, 14/19) we inform the consumers that a complaint on the quality of our services may be submitted in writing. We shall confirm to them the receipt of their complaint in writing immediately. The complaint may be sent via mail to the following address:
Heros plus d.o.o., Mike Tripala 10, 21000 Split, Croatia to the e-mail address: [email protected]
The response to the consumer's complaint shall be provided in writing within 15 days as of the receipt of the complaint.
Details of the competent body whose official supervision is subject to the activity of the travel agency Heros plus d.o.o .: Ministry of Tourism - Independent Sector of Tourism Inspection, Trg maršala Tita 8/I, 10000 Zagreb.
15. Final Provisions
Any commercial use, reproduction of information, data and files published on the website www.homerent.agency, constitutes copyright infringement and is prohibited by law.
The general booking terms and conditions are written in Croatian and translated into English. In case of doubt or differences of interpretation of certain provisions/expressions in the translated version, the Croatian version shall prevail over the English text.
In case of any disputes, they shall be resolved in a peaceful manner. If this is not possible, the disputes shall be settled in front of the competent municipal court in Split that has local jurisdiction. Croatian law applies.