General information

These terms and conditions – as may be amended from time to time – apply to all our services directly or indirectly made available online, by email or by telephone. In case of special offers, exceptional prices and rental conditions, Arena Hospitality Group will make available only a certain number of accommodation units. Such promotion stops when this contingent is sold out. By accessing, browsing and using our websites and/or by completing a reservation, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below (including the privacy statement).

Through our websites we provide an online platform through which we advertise our hotels, resorts, camping sites (including all types of accommodation – camping pitches, mobile homes, camping homes or glamping tents), and through which visitors to the website can make such reservations. By making a reservation through our websites, you enter a direct (legally binding) contractual relationship with the property at which you book. Our services are made available for personal and non-commercial use only. Therefore, you are not allowed to re-sell, deep-link, use, copy, monitor (e.g. spider, scrape), display, download or reproduce any content or information, software, products or services available on our website for any commercial or competitive activity or purpose. 

The prices on our site are highly competitive. All prices on our website are displayed including VAT and all other taxes, unless differently stated on our website or the confirmation email. Sometimes cheaper rates are available on our website for a specific accommodation; however, these rates may carry special restrictions and conditions, for example in respect of cancellation and refund. Please check the accommodation unit and rate details thoroughly for any such conditions prior to making your reservation. 

Our service is free of commission; we will not charge you for our booking service or add any additional (reservation) fees to the accommodation rate.

We require credit card details in order to guarantee your reservation. As such, we will forward your credit card information directly to the property at which your booking is made. In order to safeguard and encrypt your credit card information when in transit to us, we use the secure technology for our services. For certain rates or special offers, please note that your credit card may be pre-authorized or charged (sometimes without any option for refund) upon reservation and confirmation of the booking. Please check the accommodation unit and rate details thoroughly for any such conditions prior to making your reservation. 

By making a reservation, you accept and agree to our cancellation and no-show policy and to any additional (delivery) terms and conditions that may apply to your reservation or during your stay. The general cancellation and no-show policy of all properties is made available on our websites, during the reservation procedure and in the confirmation email. Please note that certain rates or special offers are not eligible for cancellation or change. Please check the accommodation unit and rate details thoroughly for any such conditions prior to making your reservation.

Other than the email confirmation providing for the confirmation of the booking, we shall send you further notices, emails and correspondence, informing you about selected details on our services and products if you specifically agree to it.

Subject to the limitations set out in these terms and conditions, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect of our services, up to an aggregate amount of the aggregate cost of your reservation as set out in the confirmation email (whether for one event or series of connected events).

Unless stated otherwise, the software required for our services or available at or used by our website and the intellectual property rights (including the copyrights) of the contents and information of and material on our website are owned by Arena Hospitality Group. These terms and conditions of our services shall be governed by and construed in accordance with Croatian law and any dispute arising out of these general terms and conditions and our services shall exclusively be submitted to the competent court in Pula, Croatia. 

VAT and tourist tax are included in the price (unless otherwise stated).

Guests with a disability rating of 70% or higher are exempt from the residence tax, upon presentation of a valid ID showing the disability percentage.

Prices and conditions listed on our websites apply only to stays booked in advance. For unreserved stays, the prices and terms are as stated in the valid pricelist available at the property reception.

Please note that maximum number of persons (including children) cannot exceed the maximum number of persons stated in the accommodation unit description.

Guests are required to show a photo identification and credit card upon check-in.

No responsibility may be given to Arena Hospitality Group in case of breakage, accidents, losses, thefts and inconveniences in general that should occur in the accommodation unit. However, it shall give its help to resolve the problems. Requests of compensation for damage must be agreed directly. For legal disputes only the Court of Pula is competent.

Arena Hospitality Group reserves itself the right, in case of unexpected events, to change a camping home or apartment with another one having about the same standards. Eventual extra charges will be paid by Arena Hospitality Group. The request of a particular mobile home, camping home or glamping tent (number, floor, etc.) will be considered without however being guaranteed. The description of the furnishing of the accommodation units in our catalogue may be different in exceptional cases. We inform our clients that the Arena Hospitality Group staffs are authorized to enter the accommodation unit also in your absence for eventual repairing and maintenance. In the case of special offers, exceptional prices and conditions for accommodation unit’s rental, Arena Hospitality Group will make available only a certain number of units, and when such contingent ends, the promotion to which such special rates or conditions were related ends also.

Please note that Special Requests are subject to availability and may incur additional charges.

The credit card given at time of booking a flexible rate, is used only to guarantee the reservation. Payment is made upon arrival either in cash or credit card.

The entire amount of a prepaid reservation will be charged immediately at time of booking and it’s non-refundable. Please note that the credit card used for a non-refundable booking needs to be presented upon check in.

In the event of an early departure the full amount of the reservation will be charged.

Please note that your credit card will be charged in Euros (EUR). Your bank hereinafter converts this amount to the currency of your domestic account. Due to your bank's exchange rate, this may result in a slightly different (higher) total charge than the amount stated in Euros (EUR) on the campsite's invoice.

All guests are obliged to respect the house regulations with particular attention to the house rules.

Terms and conditions for camping homes and apartments

• The daily rate for a camping home or apartment includes:

• Fully equipped kitchenette with set of kitchen ware (pots, dishes, glasses, kitchenware and fridge)
• Running cold and warm water and electricity costs
• Air-condition
• Wi-Fi
• One parking space
• Bed linen, towels and final cleaning
• Entertainment and animation service from mid-June to mid-September
• Use of other campsite or glamping services where additional charges are not applied

• A maximum of two pets can stay with you in a single camping home or apartment. Pet stays are charged according to the valid prices as indicated in the camping price list. Please find more information about the pet policy in our house rules.

Daily price per pet at Arena Grand Kažela Camping Homes: 12€ per pet per night in from January to April and from October to December, while 15€ per pet per night from April to October.

Daily price per pet at Arena Kažela Apartments: 12€ per pet per night from opening till closing.

• The arrival must occur on the fixed date between 4 p.m. and 10 p.m. In case of delay the guest must advise in time the booked property. Otherwise, the camping home or apartment shall be kept free until midnight, after which it may be rented. Check – out until 10 a.m. on the departure date.
• Guest should take maximum care of the camping home, apartment and of its equipment (kitchenware, refrigerator, mattresses, etc.). Complaints regarding the state of the accommodation unit and its equipment shall be accepted only within 24 hours after the arrival. Broken or damaged items must be paid at the reception before the departure.

Terms and conditions for camping pitches

• Pitch price Deluxe, Luxury, Superior, Premium, Standard include electricity + camper / or caravan + car / or tent + car.

Reservations are accepted for all types of camping pitches. A specific pitch number is not assigned unless requested and confirmed separately. The fee for reservation of a specific pitch number (guaranteed position / number) amounts as follows:

• 70,00 EUR from January till end of May and from September till closing
• 100,00 EUR from end of May till mid-June and from end of August till mid-September
• 150,00 EUR from mid-June till end of August

Specific pitch number bookings can be made as follows:

• Through the Arena Hospitality Group Reservation Centre via e-mail at [email protected] and by phone at +385 52 529 400 or +385 52 600 600.  When booking, please specify the type of pitch you need and the exact dates for which you wish to book it. Once your requested pitch number is confirmed, it is guaranteed for the exact dates you have specified.
• By making an online reservation on one of our websites www.arenacampsites.com, www.arenacollection.com or www.arenagrandkazela.com. After completing a reservation of the selected pitch type, beside the booking confirmation, you’ll receive a separate e-mail with instructions on how to choose and book your preferred pitch number. Please note that your credit card will be charged for the specific pitch number reservation fee at time of booking and an e-mail confirmation will be sent to you.
• For bookings with a specific pitch number, changes are not possible.
• The fee for reservation of a specific pitch number needs to be paid in advance and is non-refundable.
• If you cancel a booking with a specific pitch number, the fee for the pitch number is non-refundable.

Arena Rewards loyalty card or any other Membership card must be shown at reception desk on arrival, otherwise discounts will not be taken into consideration.

In case of longer stays, guests are requested to pay their bill every 7 days.

The arrival must occur on the fixed date between 2 p.m. and 10 p.m. In case of delay the guest must advise in time the booked property. Otherwise, the pitch shall be kept free until midnight, after which it may be rented. Check – out until 12 a.m. on the departure date.