GENERAL TERMS AND CONDITIONS OF ACCOMMODATION IN OLEANDER RESORT d.o.o. 'S HOTEL FACILITIES
Our mission is to provide quality accommodation, catering and other additional services in the Oleander resort.
We want to make your stay as comfortable and safe as possible, so we informe you of the general terms and
conditions for staying in Oleander resort.
By confirming your reservation, you fully accept our general terms and conditions.
Hotel Oleander*** is expected to operate all year round or depending on capacity occupancy and applicable measures.
Hotel Lavender*** and Hotel Stara šola*** operate seasonally depending on capacity occupancy and applicable measures.
Oleander resort reserves the right to change its operation.
Central reception in Hotel Oleander is open 24/7 according to the schedule, as published on the hotel
website www.oleander.si and at the hotel entrance (winter months).
- reception and reservations: tel. +386 5 671-8100, e-mail: email@example.com
- management (groups): tel. +386 5 671-8144, e-mail: firstname.lastname@example.org
CHECK-IN AT RECEPTION
Upon arrival at any Oleander resort accommodation facility, the guest must register at reception by presenting ID (an identity card or passport, and birth certificates for new-borns). During the validity of the intervention legislation to help prevent the spread of the SARS-Cov-2 virus infection, guests are required to submit appropriate evidence (e.g. a COVID Certificate) in accordance with instructions from the Government of the Republic of Slovenia, National Institute of Public Health (NIJZ) and other relevant institutions. In the event of failure to provide such evidence, Oleander resort reserves the right not to admit the guest to its accommodation facilities.
All guests staying in the accommodation unit must register. There is a maximum number of persons allowed to stay in each accommodation unit at one time.
Only persons registered at the reception desk are allowed to stay in our accommodation.
Hotel services, tourist tax and other services are paid on the day of arrival or on every 7th day in case of longer stays. In the event of a delay or if the guest leaves the accommodation later than specified in the general terms and conditions, a “late check out” service fee will be charged according to the price list 10€/h.
Before their arrival, guests must make an advance payment of 30% of the estimated final amount of the reservation or a minimum amount of €100 if 30% of the expected final amount of the reservation is less than €100.
Upon check-in, the guest receives an identification card with information about the stay and room key. The guest must present
the identification card to the staff when asked and each time they arrive at the restaurant. Upon check-out, the room key is
returned to the reception, any lost key will be charged according to the hotel's current price list, namely €20/key.
Persons discovered as undeclared by resort employees must pay double the amount of the overnight stay according to the price list.
Resort management may require such a person to leave the resort immediately. Unregistered guests assumes all costs and fees
and any penalties imposed by police or municipal law enforcement personnel due to their non-registration.
PEACE AND QUIET AT THE RESORT
During their stay in the resort, guests are forbidden to disturb other guests with noise, including shouting, loud singing, loud use of music playing devices, radios, TV sets and the like. There must be complete peace and quiet in the resort between 10 pm and 6 am. During the night, guests can report house rule violations at reception. Guests making noise that disturbs other guests may be denied hospitality at the resort. In order for your stay to be as pleasant as possible, the “commitment to tranquillity” applies in the guest accommodation and in the common areas of the Oleander resort. Based on justified complaints from guests due to excessive noise, we (reception, security staff) can withdraw its hospitality, and the guest must leave the resort. In addition, any unspent nights will not be refunded and will be charged to the guests as if they were staying in our accommodation for the entire duration of their stay.
Maintenance work that is the result of force majeure and to ensure the safety of guests (storm, fire, water spill, power outage, Wi-Fi network, etc.) cannot be the subject of a complaint, regardless of the time of execution. Oleander resort is not responsible for any disturbance caused by third parties (e.g. a loud company that are not guests of the resort). CLEANLINESS The hotel rooms are cleaned daily, and towels are changed only if they are placed on the floor. Any damage exceeding normal wear and tear will be paid by the guest who caused the damage. This includes, but is not limited to: furniture breakage, inventory breakage or misappropriation, burns on furniture and curtains, stains resulting from non-cleanable materials. If the perpetrator cannot be identified, the guest, paying for the room at the time when the damage was caused, assumes full responsibility. LOST ITEMS, THEFT, DAMAGE Oleander resort will not be liable for lost, stolen or damaged items belonging to the guest nor for accidents involving or damage to items belonging to guests in the resort occurring in the event of force majeure (flooding, fire, earthquakes, storms) or caused by third parties. The hotel is also not responsible for vehicles parked inside or outside the resort. Please hand over all found items to the hotel's reception, which can also be contacted in case of missing items. FIRE, VANDALISM AND WATER SPILLAGE If a guest detects a fire, they must inform fire-fighters at 112 and the hotel's reception. Fire extinguishers are installed in visible places throughout the resort so they can be used in the event of a fire. Measures are to be taken according to fire regulations. In the event of a detected water spill or act of vandalism, please notify reception staff as soon as possible to help prevent damage. VIDEO SURVEILLANCE SYSTEM The entire Oleander resort is a protected area, and most of it is covered by video surveillance cameras. Video surveillance cameras record only current events, recordings are not stored. If you are the victim of a crime (theft, third-party violence, dog attack, etc.) or have another valid reason, please report it to the police immediately. PETS
Pets are not allowed in all Oleander resort accommodations. The exception is a guide dog, for which there is
an additional charge of €20/day.
Hidden residence or non-registration of a pet in the accommodation of the resort is considered a serious violation of the house rules, as a result of which hospitality in the resort may be canceled for the owner of the animal. THE FOLLOWING IS NOT ALLOWED IN THE RESORT: • Burning open fire, • Bringing explosive and flammable substances into it, • Disposing of bulk waste, • Walking guide dogs without a leash, • Interfering with space and land, • Offending or otherwise harassing other guests or employees. CHECK-IN AND CHECK-OUT TIMES Check-in time is after 3 pm for rooms and after 4 pm for apartments. Check-out time is until 10 am for rooms and apartments. SMOKING Smoking is not allowed in the accommodation facilities. In case of smoking (regardless of the substance), a cleaning fee of EUR 200 will be added to your bill. CAR PARK Parking in our car park is the responsibility of the vehicle owner, and the resort is not responsible for any damage to vehicles or equipment.
Guests can park at or near their chosen accommodation. Upon check-in, the guest receives a parking permit at the reception, which he places in the car in a visible place under the windshield. Parking is free for resort guests. ACCESS TO AND RIGHT TO ENTER THE ROOM/APARTMENT We reserve the right to enter the room/apartment at an appropriate time and for justifiable reasons. Receptionists, maids and housekeepers may enter the room/apartment for legitimate reasons, especially due to urgent maintenance work or necessary inspection. TERMS OF RESERVATION There are several ways to make a reservation, either directly or through an intermediary. Reservations for overnight stays are also made through on-line travel agents (booking.com, Expedia.com, etc.) or through direct inquiry (e-mail, website form, telephone conversation, walk in). In any case, the guest undertakes to provide us with an active e-mail address or other contact information when submitting the reservation and to authorise us to use it for the purposes of notification and verification in relation to the reservation. If the user cannot be reached electronically or by telephone or provides us with a wrong or invalid e-mail address, we reserve the right to cancel such reservation. We offer you two ways of booking our capacity through our website. The first is via e-mail, whereby you send us an inquiry, and we provide you with an offer. The inquiry or our offer on their own are not considered a confirmed reservation, as the essential condition for the validity of the application is your confirmation of the reservation with advance payment or payment of the guarantee for the confirmation of the offer. If we do not receive such confirmation, the reservation will be deemed to never have been made. PAYMENT You will receive a pro forma invoice at the e-mail address once you have confirmed your offer. The payment deadline and bank details are indicated in the confirmation letter. If we do not receive your payment in our account within the specified time frame, we will consider that you do not accept our offer and do not want to make a reservation. Oleander resort reserves the right to change its price list without prior publication. CANCELLING THE RESERVATION The guest has the right to cancel the reservation under the terms and conditions of the confirmation letter. The cancellation must be sent in writing or by e-mail by the deadline specified in the confirmation letter. The advance payment is non-refundable. In case of timely cancellation of the reservation for any reason, at least 7 days before the expected arrival, it can be used in another later date within a year.
For any transfers from Oleander resort to TRR, a deduction of administrative costs and bank transaction costs
in the amount of €20 will be charged.
In case of cancellation of the reservation outside time frame or no-show, the hotel reserves the right to charge
a cancellation fee of 100% of the total stay excluding tourist tax or in the amount of prepayment.
In case of early departure, the hotel reserves the right to charge penalties in the amount of 100% of the amount of the
remaining stay excluding tourist tax. Exceptions include early departures due to force majeure (death, health reasons, natural disasters,etc.).
In such cases, the guest should contact reception.
In the event of a reservation confirmed with a credit card, the credit card will be automatically charged.
Weather conditions and changes are not a reason for cancellation or getting a refund.
The reimbursement of costs is subject to the prices confirmed by the hotel at the time of booking. The reservation is valid until 8 pm
on the check-in day. Later check-in must be communicated by the guest to the reception of the booked accommodation.
Escape or departure without payment and failing to respond to two reminders sent by the hotel will result in the case being handed
over to the competent institution, and a report will be filed to the police. The guest will be charged a flat execution fee.
RIGHT TO DECLINE A RESERVATION OR ITS CHANGE
We reserve the right to decline a reservation and, in special circumstances, the right to cancel, adjust or modify your arrangement.
If we are forced to cancel, adjust or change the reservation, the guest will be offered an alternate time slot.
In the event of overbooking, the company reserves the right to place the guest in whole or in part in accommodation of the same category
and offer services of the same type. Any additional accommodation and transportation costs between the two hotels will be borne
by Oleander resort d.o.o..
Oleander resort d.o.o. will not be liable for failure to fulfil its obligations due to force majeure. Examples of force majeure and unforeseeable
circumstances are those normally recognised as such by the courts.
The prices for accommodation include value added tax (VAT). The price applies to each accommodation unit or person,
on the selected dates.
Prices vary seasonally as well as daily depending on supply and demand.
The price for accommodation does not include drinks, food (except breakfast), telephone, laundry and other services
charged according to the regular price list.
Discounts in individual sales campaigns are not added up.
TOURIST TAX AND REGISTRATION FEE
The price for accommodation is increased by the amount of the tourist and promotional tax set by the decree
of the Municipality of Koper.
REFUSING A GUEST
We want our guests to feel safe and relaxed, and we want to ensure dignity and a healthy working environment for
our employees. Therefore, we reserve all rights to refuse a guest or cancel their further stay in the broadest sense
permitted by applicable law when:
• the guest has violated the house rules in the past;
• the guest is endangering or has endangered the safety or health of himself, other guests or our employees in the past;
• the guest has outstanding debts to Oleander resort;
• the guest has stayed unregistered or has allowed any other person to stay unregistered in the rented space;
• the guest has been acting disrespectfully towards employees or other guests or visitors, insulting them,
threatening them, harassing them or otherwise putting them in an uncomfortable position;
• the guest uses open fire, tampers with plumbing, gas or electrical installations, etc.;
• the guest has been warned at least twice about cleanliness, removing pet excrement, etc.
The decision to refuse a guest or terminate his/her stay early is solely at the discretion of the resort.
If the guest does not want to leave the resort, the management will inform the competent security
service and/or police, and the costs of removal will be borne by the guest.
If there are any malfunctions in the room or apartmenet, the guest must immediately inform reception or maids and allow
the maintenance staff to resolve the problem in due time. If the guest does not take this into account, they will not
be eligible to change the length of their stay or receive a discount based on their opinion of the impaired stay.
The guest must inform reception about irregularities or deficiencies in the service on the spot. If, based on its substance,
the complaint could be resolved on the spot (for example, lack of cleanliness in the room, equipment, room position, etc.)
and the guest failed to complain about the error on the spot and did not inform the reception about the irregularity,
the guest will be considered to have agreed to the deficient service provided and will thus lose the right to file subsequent
complaints by requesting a reduction in the price of the service or payment of damages.
The guest may file a written complaint within 8 days of the date on which they believe the service was improperly performed.
If the guest misses the statutory deadline for submitting a complaint, Oleander resort will not deal with the substance of the
complaint. The prescribed handling process is based on the formulated “complaint” form and allows up to 8 working days for
We understand that an error or deficiency in the performance of our services may occur
despite our best intentions and efforts. In the event of a justified complaint, for the purpose
of determining the amount of compensation, we will act in accordance with the provisions of
the Frankfurt tables (available at: https://tgzs.si/wp- content/uploads/2018/06/MicrosoftWord-Frankfurtska-lista.pdf).
PERSONAL DATA AND DATA PROTECTION
The controller of personal data is Oleander resort d.o.o., Kajuhova ulica 11/a, 6310 Izola, which collects personal data
and processes it in accordance with the laws governing personal data protection and in accordance with the adopted
rules on personal data protection. The controller will only use your personal data for the purposes described in the
policy and to the extent necessary for the implementation of the house rules and will not pass it on to third parties.
Your personal data, which you must provide in order to obtain the accommodation service, is stored by Oleander resort
as the controller in its database for the purpose of fulfilling the accommodation contract and legal obligations related to
the hospitality industry. If you do not provide Oleander resort with the minimum information necessary for the reservation
of accommodation and for getting registered in all relevant registers at the time of accommodation, the company will not
be able to offer you the service of accommodation reservation or accommodation service in accordance with the contract
and the law.
Certain information is necessary to make a reservation. Certain information is necessary to make a reservation. For example,
before booking accommodation upon an inquiry by potential guests, an offer for accommodation is sent,
and Oleander resort needs personal data for its preparation, including the first name, surname and email address and
Personal data collected by Oleander resort when booking accommodation (reservations via the website or reservation by
phone or reservation by accepting the offer via e-mail and regular mail) for the purpose of preparing the reservation includes:
• First name and surname of the reservation holder
• Address (Slovenian citizen)
• Date and place of birth
• Identification document (number, type and place of issue of the ID document)
• Facility name
• Type of accommodation unit (room type)
• Arrival and departure dates
• Number of persons and accommodation by room
• Age of the children
• Any other specific requirements of the person booking the accommodation
• E-mail if the person has one
• Telephone number
• The method of payment and any additional information relevant for conducting the transaction.
In the event of a cancellation, we must store your information for the purpose of proving the reservation or its cancellation.
Upon arrival at the facility, the guest usually checks in at the reception of the facility. The data will be entered in the hotel
Data to be collected (data may change depending on changes in regulations):
• First name and surname
• Place, country and date of birth
• ID number and type
• Date and time of arrival at or departure from the facility
• Basis for exemption from tourist tax or for a tourist tax reduction
• Personal car registration number if the guest is travelling in and accessing the facility with a personal car.
Before, during and after your stay, Oleander resort, as data controller, may send you, via e-mail or SMS,
service messages – reservation confirmation, stay reminders and other notifications related to the
accommodation you have booked.
During and after your stay, Oleander resort, as data controller, may send you satisfaction questionnaires
via e-mail, SMS and/or instant messaging platforms (Viber, Whatsapp, etc.), which it will process itself or
through its partners. The main purpose of the satisfaction questionnaire is to collect information on services
for the purpose of their improvement; the data from the questionnaire is depersonalised and processed
for statistical purposes.
You can unsubscribe from receiving news, promotions and notifications at any time by clicking on the
marked link in the received e-mail or by sending an e-mail to email@example.com.
EXCLUSION OF LIABILITY
All information and materials on www.oleander.si is of an informative nature. Oleander resort aims for correctness,
up-to-dateness and completeness of the published data, but it does not assume any legal responsibility for its
accuracy and integrity as regards the accuracy, completeness or usability of any information, product or described
Oleander resort is not responsible for personal opinions, comments, reviews or inappropriate content present
on www.oleander.si, digital networks and various groups in digital form, which are published by visitors.
The records referred to in the preceding paragraph are a reflection of the author's personal assessment and opinion,
and do not represent the position of Oleander resort.
We reserve the right, at our sole discretion and without explanation, to remove or modify any record that in any
way violates the rights of others or is in any way illegal, offensive, untrue, embarrassing or otherwise objectionable.
The sign, name and logo as well as photographs are the basic elements of the visual identity of Oleander resort.
Their use is not allowed without the permission of the owner.
CHANGES TO THE GENERAL TERMS AND CONDITIONS
The owner reserves the right to make any changes, in whole or in part, to any part of the General Terms and Conditions
without specific notice and without limitation. The changes are valid from the moment of publication on the website.
The owner undertakes to make the applicable terms and conditions always easily accessible on the website www.oleander.si.
The owner may make unrestricted changes to, terminate or discontinue any part of the Service, as well as accessibility
to any feature of the service, application, database or individual content at any time.
The owner may also impose additional restrictions on certain features and parts of the services or restrict access to parts
or all of the service to an individual user or registered user without prior notice.
We wish you a pleasant stay.
Oleander resort d.o.o.