(from now on referred to as the “Complaints Procedure”)


I. Basic provisions

Accommodation is provided in individual DUE VILLAS apartments (from now on referred to as “Apartments” or individually “Apartment”).

The operator of the Accommodation in the Apartments is IMMO MARE, d.o.o., registered office: Ulica Matije Gupca 29, Zadar, 23000 Republic of Croatia, Identification Number (MBS): 080611837, Identification Number (OIB): 36952420888, VAT No.: HR36952420888

(from now on referred to as “Operator”)

To ensure a quick and proper procedure for handling complaints about accommodation services, the operator issues the following Complaints Procedure in accordance with the relevant legal regulations on consumer protection, as amended:


II. Text of the Complaints Procedure

1. The customer has the right to make a complaint if the customer is provided with accommodation services of lower quality or lower scope than was agreed in advance in the order or as is usual.

2. If the customer discovers the reasons and facts that may be the subject of a complaint, he is obliged to file a potential complaint immediately or without undue delay in writing with the Operator. To speed up the processing of complaints, it is expedient for the customer to submit documents about the provision of the service (copy of the order, confirmation of the order, invoice, receipt from the register…) when making a complaint if such a document is available. After a careful review, the operator is obliged to decide on the method of handling the complaint immediately, in complex cases no later than 5 working days from the day of the claim, in justified cases, especially if a complex evaluation of the state of the provided service is required, no later than 30 days from the day of the claim. The processing of a claim must not take longer than 30 days from the day of the claim. After the expiry of the deadline for processing the complaint, the consumer has the right to withdraw from the contract.

3. After filing a complaint about accommodation services in the Apartment, the customer has the right to free, proper, and timely elimination of deficiencies. If it is a defect that can be removed, the customer has the right to demand free, proper, and timely removal of defects, i.e. replacement of defective, non-functioning equipment of the apartment, or addition of minor equipment of the Apartment.

4. If it is not possible to remove technical errors in the Apartment assigned to the customer (for example, malfunction of the heating system, weak water pressure, lack of hot water, malfunction in the power supply, etc.), and if the Operator cannot offer the customer another, replacement Apartment, the customer has the right on the:

  • a reasonable discount from the base price of the accommodation price list;
  • cancellation of a confirmed order or contract before the overnight stay and for a refund for unused nights in the accommodation;
  • if, due to the unilateral decision of the Operator, there is a serious change in the accommodation compared to the agreement and the customer does not agree to the alternative accommodation, he also has the right to cancel the order and withdraw from the contract before the overnight stay and return the money without applying the cancellation conditions.

5. The participation of the customer in handling the complaint is essential, in particular, it is required that the customer provide objective information regarding the provided accommodation service. If the nature of the complained service requires it, the customer must allow the Operator’s employees access to the Apartment provided by the Operator to verify the validity of the complaint.

6. The customer as a consumer has the right to resolve a dispute arising from a filed complaint according to Directive 2013/11/EU of the European Parliament and the Council of May 21, 2013, on alternative resolution of consumer disputes, which amends Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (directive on the alternative resolution of consumer disputes) and Regulation of the European Parliament and the Council (EU) no. 524/2013 of May 21, 2013 on the resolution of consumer disputes online, amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (regulation on the resolution of consumer disputes online) and the right to contact the Operator with a request for redress if he is not satisfied with how the Operator handled his complaint or if he believes that the Operator has violated his rights. The customer has the option to resolve disputes through the online dispute resolution platform, which is available at complaintsý


III. Effectiveness of the Complaints and Accommodation Regulations

These Complaints and Accommodation Regulations shall enter into force on 01.03.2022.