Terms of Service
1. General Provisions
1.1 These terms and conditions ("Terms") govern the use of accommodation, culinary, wellness, and other services provided by Carolina Luxury Stay ("Provider"), located at Ropoča 47, 9262 Rogašovci, Slovenia.
1.2 By booking or using our services, guests ("Guests") agree to comply with these Terms.
1.3 The Provider operates in accordance with the laws of the Republic of Slovenia, observing the Hospitality Act (ZGos), Consumer Protection Act (ZVPot), and Electronic Commerce Market Act (ZEPT).
2. Services
2.1 Accommodation: Guests can book rooms or apartments with amenities as described on our website (https://carolinaluxurystay.com).
2.2 Culinary Services: Meals included in the current menu are available.
2.3 Wellness: Wellness facilities include an indoor heated pool, spa services, fitness areas, and relaxation spaces.
2.4 Special Offers: Promotions or packages are valid only as specified and cannot be combined unless otherwise stated.
3. Reservations and Payment
3.1 Reservations: Reservations can be made through our website or by contacting us directly.
Reservations are only allowed for persons over 18 years of age. Unaccompanied minors are not allowed to stay at the property.
3.2 Payment Terms: We accept credit cards and bank transfers. Full payment or a specified deposit is required to confirm the reservation.
- Payment upon reservation: The reservation is confirmed upon payment of 30% of the total amount.
- Payment upon arrival: The remaining balance is settled upon arrival.
In the case of special offers or promotional packages, different payment terms may apply, which are stated with each individual offer.
3.3 Cancellation Policy::
- Free cancellation up to 14 days before arrival. The reservation value is fully refundable.
- If cancelled between 14 and 7 days before arrival, 50% of the reservation value will be charged.
- If cancelled less than 7 days before arrival, 100% of the reservation value will be charged.
- In case of no-show or early departure, 100% of the reservation value will be charged.
3.3.1 Cancellation policy for special offers and packages:
- Special promotions and packages are non-refundable.
- In case of cancellation or change, the amount is not refundable.
3.4 Refunds: Refunds will be processed within 30 days of approval.
4. Guest Obligations
4.1 Check-In and identification
Guests must provide accurate personal information and a copy of an identification document upon reservation and check-in.
4.2 Liability for damage
Guests are responsible for any damages caused during their stay and will be charged accordingly.
4.3 Smoking
Smoking is strictly prohibited in all indoor areas. Violations will incur a cleaning fee of €200.
4.4 Pets, visits and parties
Pets are allowed by prior arrangement.
Visits, organization of parties and events in accommodation units are not permitted unless previously agreed with the manager.
4.5 Age Restriction
The accommodation is exclusively intended for guests aged 18 and over. Reservations made by unaccompanied minors are not permitted.
5. Rights and Obligations of the Provider
5.1 The provider reserves the right to refuse or terminate services to guests who violate these Terms or do not behave as good custodians (e.g., causing damage, disturbing other guests, or not following property rules).
5.2 In case of unforeseen circumstances (e.g., natural disasters, epidemics, power outages) beyond the provider's control, the provider reserves the right to cancel the reservation. The guest will be offered the option to transfer the reservation to another date or a refund of the amount paid.
5.3 The provider ensures compliance with applicable health and safety regulations, including fire safety measures, sanitary-hygienic standards, and other regulations applicable to accommodation facilities.
5.4 Disclaimer: The provider is not responsible for:
- Loss, theft, or damage to personal belongings unless caused by the provider's negligence.
- Injuries resulting from improper use of the property and its equipment by guests.
- Consequences of force majeure, such as natural disasters, power outages, or other events beyond the provider's control.
6. Warranty Conditions
6.1 Guests have the right to a refund or repair in case of service defects, in accordance with the Consumer Protection Act (ZVPot).
6.2 Complaints must be submitted in writing no later than 8 days after the service has concluded. Complaints received after this period will not be considered.
6.3 The provider reserves the right to rectify defects within a reasonable period, not exceeding 30 days from the receipt of the complaint.
7. Online Reservations (Compliance with ZEPT)
7.1 The provider's website complies with the Electronic Commerce Market Act (ZEPT), ensuring transaction security and personal data protection.
7.2 Before completing a reservation, guests are entitled to clear pre-contractual information about services, prices, and cancellation terms, available on the website or during the reservation process.
8. Taxes and other charges
9.50% tax is included in the price. Tourist tax: 2 €/person/night is not included in the price.
9. Retention of Title
9.1 The provider retains ownership of all offered services and additional products until full payment of the total reservation amount.
9.2 In case of payment delay, late payment interest will be charged in accordance with applicable legislation.
10. Dispute Resolution
10.1 All disputes are resolved amicably. If an agreement cannot be reached, disputes fall under the jurisdiction of the District Court of Murska Sobota.
11. Amendments
11.1 The provider reserves the right to amend these Terms at any time. Changes will be published on the website and take effect immediately upon publication.
11.2 The provider reserves the right to errors in data entry in this policy due to human factors.
12. Contact Information
For questions or complaints, please contact:
Carolina Luxury Stay
Ropoča 47 9262 Rogašovci, Slovenia
E-mail: info@carolinaluxurystay.com
Telephone: +386 41 723 041
These Terms are effective from January 22, 2025.
