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.

HOUSE RULES

Dear guests,

By reserving accommodation or by arriving at the property, you accept these House Rules, agree with their provisions and undertake to comply with them at all times.

Check-in at the campsite reception

1. It is the obligation of every guest, including guests who have completed online check-in, in accordance with the law, to register at the campsite reception upon arrival by presenting valid identification documents. A registration form will be issued to the persons registered in this way.

2. Persons who are found in the campsite and have not registered at the campsite reception upon entering the campsite are acting contrary to these House Rules and are subject to a fee for an unregistered guest in the amount of 150 euros per person.

3. Persons under 18 years of age may not stay in the campsite without being accompanied by adults who assume responsibility for them. Adults are fully responsible for any damage that minors may cause to persons or property in the facility. Parents or other companions are responsible for the behaviour of minors, especially for disturbing peace and quiet in the facility.

4. Upon arrival, guests are required to report all vehicles and camping equipment, including any additional camping equipment. Upon registration, reception staff will request the vehicle registration number. The Campsite Management reserves the right to prohibit entry to the campsite or to remove means of transport within it that are not duly registered, and all costs in case of forced removal are borne by the guest.

5. Campsite staff has the right at any time to carry out oversight of the campsite, registered persons, vehicles and equipment on the accommodation unit. If it is established that, in addition to the registered guest, other persons or unregistered equipment are present, they are obliged to pay the fee for an unregistered guest and/or equipment according to the Price List; the Campsite Management may take all measures to remove unregistered persons, vehicles or equipment from the campsite at the guest’s expense.

6. The Campsite Management reserves the right to prohibit bringing into the campsite and setting up certain camping equipment, as well as any other equipment and/or devices within the campsite.

Campsite pitches

7. A maximum of 6 persons may stay simultaneously on a campsite pitch (including children under 12 years of age), and a daily price is paid for each person according to the valid Price List.

8. The rental price of a campsite pitch includes:

• 1 camper (including a van), or
• 1 car and 1 caravan with an awning, or
• 1 car and 1 tent, or
• 1 motorcycle and 1 tent.

Tourist tax is included in the price of the pitch.

With prior approval from the reception staff, it is possible to install additional equipment at an extra charge according to the valid Price List.

Arena Rewards and camping membership benefits

9. The guest is obliged, upon check-in, to present to the reception staff the camping membership cards, including Arena Rewards, by which they acquire the right to discounts. Subsequent registrations cannot be accepted and later changes are not possible. All special online offers apply exclusively with prior online reservations.

Guest accommodation in the campsite

10. On the day of arrival, entry into the glamping tent / mobile home is possible from 16:00, while access to the campsite pitch is possible from 14:00.

11. The guest may not occupy the campsite pitch, i.e. the glamping tent / mobile home, without the approval of the campsite reception. A change of the selected accommodation unit is possible only with prior approval of the reception staff. In exceptional situations and for justified reasons, the campsite reception may intervene and relocate the guest from the accommodation unit.

12. The means of transport and equipment must be properly placed on the campsite pitch. When the guest stays in the glamping tent / mobile home, all means of transport must be placed in designated parking areas within the campsite, and the guest’s belongings and equipment within the glamping tent / mobile home and/or on the associated terrace. It is not allowed to park vehicles and equipment on roads, green areas, beaches, outside the boundaries of the selected pitch, or to temporarily occupy other pitches or places, even if free. Otherwise, the guest will be required to pay the price for the occupied pitch and move the equipment onto their pitch.

Check-out and leaving the campsite

13. On the day of departure, guests are obliged to check out at the campsite reception, and check-out can be carried out only during the regular working hours of the reception.

14. On the day of departure, guests are obliged to leave the glamping tent / mobile home no later than 10:00, and campsite pitches no later than 12:00. If check-out and leaving the glamping tent / mobile home / campsite pitches on the day of departure do not occur by the stated time, the guest will be charged that day as a day of stay.

15. In case of early departure, the full amount of the reservation will be charged.

Day visitors

16. A campsite guest may receive visitors in their accommodation unit for up to 4 hours per day and exclusively upon announcing such persons at the campsite reception and is responsible for their behaviour within the campsite. After 4 hours of stay in the campsite, the guest pays a daily entrance ticket for their visitors.

17. All day visitors to the campsite who enter by car pay the daily entrance fee at reception. The campsite has the right to refuse entry by car into the campsite.

Sports and other equipment

18. The use of sports and entertainment equipment is at the user’s own responsibility.

19. The children’s playground is used exclusively at one’s own responsibility and always accompanied by a responsible adult.

Pets

20. Pets must be kept on a leash and the owner is obliged to clean up after them. Any damage caused by pets must be compensated by the owners. Swimming with pets is allowed only in designated places for dogs. Pets may not be left unattended in accommodation units. It is possible to set up fences for dogs on the accommodation unit only with the approval of the Campsite Management.

Privacy of guests

21. Guests must respect the privacy of other guests. It is not allowed to photograph or make video and/or audio recordings of other persons or their equipment without the consent of those persons. It is not allowed to install surveillance cameras anywhere in the campsite, including within the guest’s pitch, on their camping equipment, or inside or on the glamping tent / mobile home.

Quiet hours

22. Guests must respect the peace of other guests and must not disturb other guests at any time of day.

23. Quiet hours are from 24:00 to 6:00. During this period it is not allowed to use motor vehicles within the campsite, to engage in sports and recreation, to assemble and disassemble tents, to talk loudly, play music or create noise.

24. The campsite reserves the right, in exceptional situations due to events, to modify the duration of Quiet Hours.

25. After 24:00 it is not allowed to enter or exit the campsite by motor vehicle. Guests leaving during quiet hours must park their vehicles in the parking lot near the campsite reception.

Use of means of transport within the campsite

26. Means of transport should be used in the campsite as little as possible.

27. The speed limit for all motor vehicles is 20 km/h. Pedestrians and cyclists have priority. Minors may not operate motor vehicles.

28. Electric scooters may be used only at a maximum speed of 5 km/h. Entry with electric scooters is not permitted for persons who are not guests of the campsite.

Cleanliness of the campsite

29. Guests are obliged to use the campsite area, campsite pitches / glamping tents / mobile homes, as well as the inventory in them and other equipment available within the campsite conscientiously and to take care of the cleanliness of the areas and equipment available to them.

30. Municipal waste must be disposed of daily in closed bags into containers for municipal waste. Plastic and metal packaging must be disposed of in yellow containers, paper in blue containers, and glass in containers intended for that purpose. Places with the aforementioned containers are marked on the campsite map.

31. Wastewater from camping equipment must be collected in containers and emptied at designated locations. It is not allowed to pour oil, fuel, boiling, salty or waste liquids outside designated places, to wash motor vehicles and boats outside designated areas, or to empty the camper cassette outside designated points.

Prohibited activities in the campsite

32. In the campsite it is not allowed: to dig channels and holes in the ground, to hammer nails into trees, to wash dishes and laundry outside the area designated for that purpose, to fence areas in a way that blocks free movement, to set up temporary fences or shades partially or around the entire pitch, to set up wooden structures outside the awning area, to tie ropes etc. to trees and plants, to use heaters, electric stoves, boilers, etc. outdoors, to throw firecrackers and use fireworks.

33. It is not allowed for guests to perform any professional, commercial, craft and similar activity in the campsite.

34. Lighting open fires is strictly prohibited. Barbecuing with an open flame is possible only in designated areas until 21:00. When using repellents or candles it is mandatory to use appropriate bases and never leave them unattended. All electrical devices and chargers must be switched off when not supervised. The campsite is not responsible for damage caused by power outages. Charging electric vehicles is permitted only at designated charging areas.

35. The use of drones in the area of the property is not permitted without the permissions of the competent authorities and without the permission of the Campsite Management.

Damage and loss of guest property

36. The guest is obliged to take care of their own and other people’s property. The campsite is not responsible for losses, damage, malfunctions or thefts within the campsite. The guest acknowledges that there is a safe at reception for storage. The campsite management may refuse to accept certain items for safekeeping for justified reasons.

37. Items found in the campsite must be handed in at reception so they can be returned to their identified owner.

Consequences of non-compliance with the House Rules

38. We reserve the right to cancel and/or refuse services in the event of violation of positive regulations and the House Rules, inappropriate behaviour or disturbance of other guests, all without refund of the amount already paid, and to take all measures to remove guests from the campsite as well as to remove vehicles and equipment from the campsite, all at the guest’s expense.

39. The Campsite Management has the right to retain items brought by guests until full payment of claims for accommodation and other services.

Personal data processing

40. Upon first check-in at the campsite reception, the guest is informed about the processing of personal data carried out by the Caterer as controller. Personal data is processed to the extent necessary for fulfilling legal or contractual obligations, the legitimate interests of the Caterer, and based on the guest’s consent. Complaints, requests or inquiries may be sent in writing to the Data Protection Officer at: Arena Hospitality Group d.d., Smareglina 3, 52100 Pula, or to [email protected]. The guest has the right to access their stored data.

Complaints about the quality of services

41. We inform guests that a complaint regarding the quality of our services may be submitted in writing to: the reception; address: Arena Hospitality Group d.d., Smareglina 3, HR-52100 Pula; e-mail: [email protected]