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General Terms & Conditions

1. General
1.1. These Terms regulate:

  • the use of the website lotusresort.hr (hereinafter: the “Website”); and

  • the terms of online reservations of accommodation and related services provided by Lotus Resort / Lotus Group (hereinafter: “Lotus Resort”, “we”, “us”).

1.2. The provider of accommodation services is:
Lotus Group d.o.o.], with its registered office at Obala Vladimira Nazora 25, 53288 Karlobag, OIB: 56501766725 (hereinafter: the “Company”).

1.3. By accessing and using the Website, as well as by making a reservation via the Website, you accept these Terms. If you do not agree with them, please do not use the Website and do not make reservations through it.

1.4. Lotus Resort reserves the right to amend these Terms at any time. The Terms in force at the time of confirmation of the reservation shall apply.

2. Online reservations
2.1. Accommodation can be reserved via the Website by filling in the online form and confirming the reservation.

2.2. The guest is obliged to provide accurate and true information when making a reservation. Lotus Resort shall not be liable for any issues or costs arising from inaccurate or incomplete guest information.

2.3. A reservation may be made only by a person of legal age (18+ years). Minors may stay in the property only if accompanied by an adult who assumes full responsibility.

2.4. In the case of group reservations (more than [e.g. 5] accommodation units or more than [e.g. 10] persons), special payment and cancellation conditions may apply, of which the guest will be informed before the reservation is confirmed.

3. Prices and payment
3.1. The prices of accommodation and services shown on the Website are expressed in euros (EUR), unless stated otherwise.

3.2. Taxes and charges are included in the price, unless explicitly stated that they are charged additionally (e.g. tourist tax, special services).

3.3. Lotus Resort reserves the right to change prices at any time. The price valid at the time when the reservation is confirmed shall apply to the guest.

3.4. Payment may be made by:

  • payment of an advance (deposit); and/or

  • full online payment (e.g. by credit/debit card, via a payment gateway),

depending on the options available on the Website for the specific accommodation unit and period.

3.5. Detailed payment conditions (amount of advance, deadlines, possible additional fees) will be specified during the reservation process and/or in the reservation confirmation sent to the guest by e‑mail.

4. Reservation confirmation
4.1. The reservation is considered confirmed when:

  • the guest receives a written confirmation (e‑mail) from Lotus Resort; and

  • the advance payment or full amount has been paid, if required for the specific accommodation.

4.2. If payment is not made within the deadline specified in the offer or during the reservation process, Lotus Resort reserves the right to cancel the reservation without further notice.

5. Cancellation policy and changes to the reservation
This section incorporates and describes in detail the Lotus Resort Cancellation Policy.

5.1. General
5.1.1. The cancellation policy applies to all guests who:

  • pay an advance (deposit); or

  • make full online payment at the time of reservation.

5.1.2. Cancellation of a reservation is made in writing (by e‑mail) to: [e‑mail for reservations/complaints] or via the channel through which the reservation was made, if this is enabled (e.g. user account, online portal).

5.2. Free cancellation – up to 30 days before arrival
5.2.1. The guest may cancel the reservation free of charge up to 30 days before the scheduled date of arrival.

5.2.2. In the case of a timely cancellation (≥ 30 days before arrival):

  • the full amount paid (whether advance or full amount of the stay) will be refunded to the guest.

5.2.3. Refunds are made using the same or a comparable payment method that was used for the original payment, within a reasonable period after the cancellation has been confirmed, subject to any bank or card fees over which Lotus Resort has no control.

5.3. Cancellation within 30 days before arrival
5.3.1. If the guest cancels the reservation within 30 days before the date of arrival, the standard cancellation rules apply:

  • amounts already paid (advance and/or full amount) are as a rule non‑refundable.

5.3.2. The non‑refunded amount is considered a cancellation fee and covers the costs of blocked capacity and administrative costs.

5.4. Exceptional circumstances
5.4.1. Lotus Resort understands that unforeseen situations may occur. In case of a need to cancel due to exceptional circumstances, the guest may submit a written request asking for the situation to be considered on a case‑by‑case basis.

5.4.2. Examples of exceptional circumstances may include (but are not limited to):

  • an urgent medical condition of the guest or a close family member,

  • a death in the family,

  • other serious and documented events that objectively prevent arrival.

5.4.3. In such cases, the guest is obliged to:

  • send a written request to info@lotusresort.hr; and

  • provide appropriate documentation (e.g. medical certificate, official document, etc.), where applicable.

5.4.4. After receiving the request, our team will assess the case individually and, depending on availability and the specifics of the situation, may offer one of the following options:

  • change of the stay dates (rebooking) to another available period; or

  • issuance of a value voucher (“credit note”) in the amount paid, which can be used for a future stay within a specified period.

5.4.5. Each request is considered individually, and approval of an exception is not guaranteed. Lotus Resort reserves the discretionary right to make a decision in accordance with its internal rules and accommodation availability.

5.5. No‑show
5.5.1. If the guest does not arrive at the property on the day of arrival and does not cancel the reservation in writing in advance:

  • the reservation is considered cancelled by the guest,

  • amounts already paid are not refunded,

  • Lotus Resort is not obliged to keep the accommodation after the end of the first day of the reservation, unless otherwise agreed.

5.6. Changes to the reservation by the guest
5.6.1. A request to change the dates of arrival/departure or the type of accommodation unit must be submitted in writing by the guest.

5.6.2. Depending on availability, Lotus Resort will endeavour to meet the request and offer a new proposal. In some cases, a change of reservation:

  • may result in a difference in price,

  • may be treated as a cancellation of the existing reservation and creation of a new one, in accordance with the applicable cancellation policy.

5.7. Cancellation or change by Lotus Resort
5.7.1. In exceptional cases (e.g. overbooking, technical fault, force majeure), Lotus Resort may be forced to cancel or change a reservation.

5.7.2. In such case, the guest will be offered:

  • alternative accommodation of the same or higher category, if possible; or

  • a full refund of all amounts paid, without additional compensation.

6. Arrival, stay and departure
6.1. The exact check‑in and check‑out times will be specified in the reservation confirmation and/or on the Website.

6.2. The guest is obliged to comply with the house rules of the property (for example, rules on quiet hours, visitors, smoking, pets, pool use, etc.), which are displayed in the property and/or on the Website.

6.3. In the event of violation of the house rules or disturbance of other guests, Lotus Resort reserves the right to terminate the stay without refund of the amounts paid.

7. Guest’s liability for damage
7.1. The guest is obliged to treat the property of Lotus Resort with due care.

7.2. The guest is liable for any damage caused by him/her, members of his/her party or visitors to the accommodation unit or common areas.

7.3. Lotus Resort reserves the right to charge:

  • the costs of repair or replacement of damaged equipment,

  • additional cleaning, if the accommodation is left in a significantly worse condition than usual.

8. Liability of Lotus Resort
8.1. Lotus Resort is responsible for providing accommodation services in accordance with the confirmed reservation and the applicable regulations of the Republic of Croatia.

8.2. To the extent permitted by law, Lotus Resort shall not be liable for:

  • loss or damage to the guest’s personal belongings (the use of safes is recommended, where available),

  • damage or loss caused by force majeure (e.g. natural disasters, war, terrorist attack, epidemics, strikes, interruptions of supply, etc.),

  • temporary disruptions in the operation of the Website, internet, electricity, etc.

8.3. Any total liability of Lotus Resort, where applicable, is limited to the amount paid by the guest for the stay in dispute, unless a higher liability is prescribed by law.

9. Force majeure
9.1. Force majeure refers to events beyond the reasonable control of the contracting parties, such as natural disasters, acts of war, legal prohibitions, epidemics/pandemics, major technical failures, etc.

9.2. In the event of force majeure, contractual obligations may be temporarily suspended or modified. Lotus Resort and the guest will endeavour to find a reasonable solution (e.g. change of dates, voucher), in accordance with the possibilities and applicable regulations.

10. Personal data protection
10.1. Lotus Resort collects and processes guests’ personal data for the purposes of:

  • processing reservations,

  • fulfilling legal obligations (e.g. reporting stays to the competent authorities),

  • communication with guests and improvement of services.

10.2. Personal data is processed in accordance with the applicable regulations, including the General Data Protection Regulation (GDPR).

10.3. More detailed information on the processing of personal data is available in the Privacy Policy published on the Website. By using the Website and making a reservation, you confirm that you are familiar with the said Privacy Policy.

11. Use of the Website
11.1. The content of the Website (texts, photographs, logos, design, etc.) is protected by copyright and related rights and other intellectual property rights. Any unauthorised copying, distribution or use of the content for commercial purposes is not permitted without the prior written consent of Lotus Resort.

11.2. The Website may contain links to third‑party websites. Lotus Resort is not responsible for the content, accuracy or security of such websites.

11.3. Lotus Resort does not guarantee that the Website will be available without interruption or errors, but will endeavour to remedy technical issues within a reasonable time.

12. Complaints and dispute resolution
12.1. The guest has the right to submit a written complaint regarding the accommodation service provided or the reservation to:

Lotus Group d.o.o., Medulinska 15, 52100 Pula, Croatia

or by e‑mail: info@lotusresort.hr

12.2. Lotus Resort will register the written complaint and respond to it within no more than 15 days from the date of receipt, in accordance with the applicable consumer protection regulations.

12.3. In case of a dispute, the parties will seek an amicable solution. If this is not possible, the applicable law shall be the law of the Republic of Croatia and the competent court shall be the court having subject‑matter jurisdiction at the seat of the Company, unless otherwise prescribed by law.

12.4. As a consumer, the guest also has the right to use out‑of‑court dispute resolution mechanisms, including the online dispute resolution (ODR) platform of the European Commission, in accordance with the applicable regulations.

13. Final provisions
13.1. These Terms constitute the entire agreement between the guest and Lotus Resort in relation to the use of the Website and online reservations.

13.2. If any provision of these Terms is held to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.

13.3. These Terms enter into force on the date of their publication on the Website and apply to all reservations made from that date onwards.

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