Last updated: 08.10.2026.

 

1. GENERAL PROVISIONS

 

This website and the online reservation system (“Booking Engine”) are owned and operated by the craft business:

 

RACA-BAR, obrt za ugostiteljstvo, trgovinu i usluge, vl. Snježana Ratko

Vugrovečka cesta 44, Dobrodol 10360 Sesvete, Croatia

OIB: 44516676563

E-mail: info@hotelraca.hr

Telephone: +385 1 2000 610 | +385 98 970 9630

 

Name of the accommodation establishment: Hotel Raca

 

These General Terms and Conditions and Terms of Use (“Terms”) govern the use of the website, the online reservation system, the conclusion and performance of accommodation reservations, payment terms, cancellation and modification of reservations, refunds, the guest’s stay at the establishment, the submission of complaints, and other matters related to the provision of accommodation services.

 

By using this website and/or making a reservation, the guest confirms that they are familiar with these Terms and accept them to the extent that they apply to their reservation.

 

If specific terms are stated during the reservation process for an individual reservation, such specific terms form an integral part of the confirmed reservation.

 

2. RESERVATIONS

 

A reservation becomes valid after the reservation process has been successfully completed and the reservation confirmation has been received by e-mail.

 

Depending on the type of reservation, the reservation confirmation contains information regarding the arrival and departure dates, type of accommodation, number of guests, total price, payment method and other relevant terms.

 

The cancellation terms applicable to the reservation form an integral part of the confirmed reservation.

 

The hotel reserves the right to refuse or cancel a reservation in the event of:

 

• a technical error in the system; • an obvious error in the price or other information displayed during the reservation; • the unavailability of the accommodation unit due to circumstances that the hotel could not reasonably foresee or prevent; • a justified suspicion of misuse of the reservation system or an attempted fraud; • failure to make payment where payment is a condition for confirmation of the reservation.

 

If the hotel cancels a reservation for reasons for which the guest is not responsible, the guest will be informed without delay and, where applicable, will receive a refund of the amount previously paid.

 

3. PRICES AND PAYMENT

 

All prices displayed on the website are stated in euros (EUR) and include taxes and other public charges that are required to be included in the displayed price under applicable regulations, unless expressly stated otherwise.

 

Available payment methods are displayed during the reservation process.

 

The guest is obliged to pay the reservation amount in accordance with the terms and deadlines stated during the reservation process and in the reservation confirmation.

 

If payment is not successfully completed, the hotel may refuse or cancel the reservation if payment was a condition for its confirmation.

 

4. CANCELLATION AND MODIFICATION OF RESERVATION

 

The guest may request the cancellation or modification of a confirmed reservation in writing by e-mail.

 

Requests for cancellation or modification must be sent to:

 

reservations@hotelraca.hr

 

For the purposes of applying cancellation deadlines, the time at which the hotel receives the written cancellation notice shall be decisive.

 

4.1. FREE CANCELLATION

 

The guest may cancel the reservation free of charge no later than 15:00 on the second day preceding the scheduled arrival date, according to the hotel’s local time.

 

In the event of a timely cancellation, the hotel will not charge a cancellation fee and, if the guest has already made a payment, the hotel will refund 100% of the amount paid in accordance with Article 5 of these Terms.

 

4.2. LATE CANCELLATION

 

For cancellation of a reservation within 48 hours before the scheduled arrival date, the hotel is entitled to charge a cancellation fee equal to the first night.

 

If the guest has already paid an amount greater than the cancellation fee, the remaining amount will be refunded to the guest in accordance with Article 5 of these Terms.

 

4.3. NO-SHOW

 

If the guest does not arrive at the hotel on the scheduled arrival date and has not previously informed the hotel of the non-arrival, the reservation shall be considered a “No-Show”.

 

In the event of a No-Show, the hotel is entitled to charge 100% of the total amount of the confirmed reservation, without a right to a refund of amounts already paid.

 

4.4. EARLY DEPARTURE

 

If the guest decides during their stay to shorten the booked stay and leaves the hotel before the originally booked departure date, the hotel is entitled to charge 100% of the total amount of the confirmed reservation, with no refund for the unused portion of the reservation.

 

As an exception, the hotel may, at its discretion, approve different terms if justified circumstances exist.

 

4.5. MODIFICATION OF RESERVATION

 

A request to modify the date, number of guests, type of accommodation or other elements of the reservation is subject to availability and the terms applicable at the time of the modification.

 

A modification of the reservation is not valid until the hotel confirms the modification in writing.

 

If the modification results in a change in price, the guest will be informed of the new price before the modification is confirmed.

 

5. REFUNDS

 

In the event of a timely cancellation of a reservation, an approved refund, an overpayment or any other case in which the guest is entitled to a refund under these Terms or applicable regulations, the hotel will process the refund in accordance with this Article.

 

5.1. METHOD OF REFUND

 

As a general rule, the refund shall be made using the same payment method used by the guest to make the payment.

 

If payment was made by credit or debit card, the refund shall be made to the same card through the appropriate payment system.

 

If payment was made by bank transfer, the refund may be made to the guest’s relevant IBAN account.

 

The hotel will not charge the guest any additional fee for processing the refund.

 

5.2. REFUND PROCESSING PERIOD

 

The hotel will initiate the refund process within 14 days from the date on which the refund was approved or from the date on which it was determined that the guest is entitled to a refund.

 

If a statutory deadline that is more favorable to the guest applies to the specific case, such statutory deadline shall apply.

 

5.3. REFUND PROCESSING TIME

 

After the hotel has processed the refund, the time required for the funds to appear in the guest’s account depends on the bank, card company or other payment service provider.

 

The usual processing time may be an additional 2 to 5 business days, depending on the payment service provider.

 

6. CHECK-IN AND CHECK-OUT

 

Check-in time: from 15:00.

 

Check-out time: until 11:00.

 

Special requests regarding early arrival, late check-out or other special conditions are subject to availability and cannot be guaranteed in advance by the hotel unless expressly confirmed in writing.

 

7. STAY AT THE ESTABLISHMENT

 

During their stay, the guest undertakes to:

 

• use the accommodation, equipment and hotel facilities carefully and in accordance with their intended purpose; • comply with the applicable laws of the Republic of Croatia and the rules of conduct at the establishment; • respect the right of other guests to a peaceful and safe stay; • protect the hotel’s property from damage.

 

The guest shall be liable for any damage caused by their intentional or negligent conduct, as well as for damage caused by persons for whom they are responsible.

 

In the event of damage, the hotel is entitled to seek compensation in accordance with applicable regulations.

 

8. COMPLAINTS AND CLAIMS

 

The hotel enables guests and consumers to submit written complaints in accordance with the applicable regulations of the Republic of Croatia.

 

8.1. COMPLAINT DURING THE STAY

 

Guests are advised to report any identified deficiency or problem with the accommodation service to the reception or hotel staff without delay during their stay so that the hotel can, where possible, resolve the problem as quickly as possible.

 

Reporting a problem during the stay does not exclude the guest’s right to submit a written complaint.

 

8.2. METHOD OF SUBMITTING A WRITTEN COMPLAINT

 

A written complaint may be submitted:

 

• in person at the accommodation establishment; • by post; • by e-mail.

 

E-mail: info@hotelraca.hr

 

Postal address:

 

RACA-BAR, obrt za ugostiteljstvo, trgovinu i usluge, vl. Snježana Ratko Vugrovečka cesta 44, Dobrodol 10360 Sesvete Croatia

 

The hotel will confirm receipt of the written complaint in writing without delay.

 

8.3. RESPONSE DEADLINE

 

The hotel will respond to a written complaint in writing within 15 days from the date of receipt of the complaint, clearly stating its position regarding the merits of the complaint.

 

8.4. COMPLAINT RECORDS

 

The hotel keeps and retains records of written complaints in accordance with the obligations prescribed by applicable regulations.

 

9. LIABILITY

 

The hotel shall not be liable for events or damage resulting from circumstances that could not reasonably have been foreseen, avoided or remedied, including cases of force majeure, except to the extent that the hotel’s liability is prescribed by mandatory provisions of law.

 

The hotel shall not be liable for the loss, theft or damage of the guest’s personal belongings except in cases where the hotel is liable for such loss, theft or damage under applicable regulations.

 

The guest is responsible for their personal belongings during their stay.

 

No provision of these Terms excludes or limits the hotel’s liability in cases where such liability may not be excluded or limited under applicable regulations.

 

10. PERSONAL DATA PROTECTION

 

Guests’ personal data are processed in accordance with applicable data protection regulations and the hotel’s Privacy Policy.

 

Detailed information regarding the processing of personal data, the purpose of processing, the legal basis, retention periods and the rights of data subjects is available in the Privacy Policy published on the hotel’s website.

 

11. RIGHT OF WITHDRAWAL

 

For contracts concerning accommodation services that are not intended for residential purposes and where a specific date or period for the provision of the service has been agreed, the consumer does not have a general right to withdraw from the contract within 14 days under the rules governing distance contracts.

 

The cancellation of reservations is governed by the cancellation terms set out in Article 4 of these Terms or by the specific terms stated in the confirmation of the individual reservation.

 

This provision does not affect the rights of the guest arising from mandatory provisions of applicable law.

 

12. DISPUTE RESOLUTION AND APPLICABLE LAW

 

These Terms and the contractual relationship between the hotel and the guest shall be governed by the law of the Republic of Croatia, subject to the mandatory provisions applicable to consumers.

 

The hotel will endeavor to resolve any disputes amicably.

 

If a dispute cannot be resolved amicably, the consumer has the right to use the available judicial and, where the statutory requirements are met, out-of-court mechanisms for the protection of their rights.

 

Nothing in these Terms limits the statutory rights of the consumer or their right to initiate proceedings before the court having subject-matter jurisdiction.

 

13. CONTACT

 

For questions regarding reservations, stays, cancellations, reservation modifications, complaints or these Terms, you may contact us:

 

RACA-BAR, obrt za ugostiteljstvo, trgovinu i usluge, vl. Snježana Ratko Vugrovečka cesta 44, Dobrodol 10360 Sesvete Croatia

 

E-mail: info@hotelraca.hr Telephone: +385 1 2000 610 | +385 98 970 9630

 

For cancellation or modification of a reservation:

 

reservations@hotelraca.hr

 

LEGAL NOTICE / IMPRESSUM

 

Service Provider Information

 

Name of the craft business: RACA-BAR, obrt za ugostiteljstvo, trgovinu i usluge, vl. Snježana Ratko

 

Name of the accommodation establishment: Hotel Raca

 

Registered office of the craft business:

 

Vugrovečka cesta 44, Dobrodol 10360 Sesvete Croatia

 

OIB: 44516676563

Matični broj obrta (MBO): 91199417

Owner of the craft business: Snježana Ratko

E-mail: info@hotelraca.hr

Telephone: +385 1 2000 610

Additional telephone number: +385 98 970 9630

 

Competent supervisory authority:

 

Državni inspektorat Republike Hrvatske Turistička inspekcija

 

Current information on how to submit complaints to the Državni inspektorat Republike Hrvatske is available on the official websites of the Državni inspektorat Republike Hrvatske.