GENERAL TERMS AND CONDITIONS OF BUSINESS AND STAY
1. Provider information
The accommodation service provider is Polona Mežan s.p., Babenfeld balance, Babno Polje 47, 1386 Stari trg pri Ložu, Slovenia (hereinafter: the Provider or Babenfeld).
These General Terms apply to accommodation units marketed by the Provider under the Babenfeld brand and to other services specified in the booking confirmation.
2. Scope and acceptance of the General Terms
These General Terms govern the booking, payment, cancellation and use of Babenfeld accommodation services.
By confirming a booking, the Guest confirms that, before entering into the contract, they were informed of and accept these General Terms, the House Rules, the price and the essential characteristics of the booked service.
For bookings made through third-party booking platforms or travel agencies, the payment and cancellation terms of the relevant platform or agency also apply. Where the terms differ, the terms presented to the Guest when booking through that platform take precedence for that booking.
3. Booking
An enquiry or booking may be submitted through the website, by email, through a booking platform or through a travel agency.
- the Provider sends the Guest written confirmation of the booking; and
- the Guest pays the required advance payment or the full price within the specified period.
When booking, the Guest must provide complete and accurate information required to process the booking and register the guests.
A booking may not be transferred to another person without the Provider’s prior written consent.
4. Price and included services
The applicable price is the price stated in the written booking confirmation.
The price includes accommodation and the services expressly specified in the offer or booking confirmation. Additional services, such as accommodation of a pet, special preparation of the apartment, additional experiences or other ordered services, are charged separately.
Prices are stated in euros and include all taxes and charges that the Provider is required to charge. Tourist and promotional taxes are included only where expressly stated in the offer or booking confirmation.
Once the booking has been confirmed, the Provider may not unilaterally change the agreed price unless the Guest and the Provider agree to change the scope of the services.
5. Payment
For a direct booking, an advance payment of EUR 200.00 is required. If the total booking value is less than EUR 200.00, the full booking value is payable at the time of booking.
Payment shall be made to the Provider’s bank account: IBAN SI56 0400 0028 2136 760, OTP banka d.d.
The deadline for the advance payment is specified in the offer or booking confirmation. If payment is not made on time, the Provider may cancel the booking after notifying the Guest.
The remaining balance must be paid no later than one day before arrival, unless otherwise agreed in the booking confirmation.
For bookings made shortly before arrival, the Provider may require immediate payment of the full amount.
6. Tourist and promotional taxes
The Guest must pay tourist and promotional taxes in the amount prescribed by applicable legislation and the ordinance of the competent municipality.
Children under the age of seven are exempt from tourist tax. Persons from the age of seven up to, but not including, the age of eighteen pay 50 per cent of the tourist tax.
Other exemptions or reductions are granted subject to the conditions laid down by applicable legislation and upon presentation of appropriate evidence.
7. Cancellation by the Guest
The Guest must notify the Provider of any amendment or cancellation in writing by email. Unless otherwise stated in the booking confirmation, the following cancellation terms apply:
- for cancellation at least 15 days before arrival, payments already received will be refunded;
- for cancellation between 14 and 6 days before arrival, the Provider retains the EUR 200.00 advance payment;
- for cancellation 5 days or less before arrival, the Provider retains or charges the full booking value;
- in the event of a no-show without cancellation or early departure, the full booking value will be charged.
The cancellation date is the date on which the Provider receives the written cancellation.
By agreement, the Provider may allow the Guest to transfer the booking once to another available date. A transfer is not an automatic right and is subject to availability, season and any price difference.
Any change in the number of guests must be reported as soon as possible and no later than five days before arrival. A change may affect the price and preparation of the accommodation.
8. Cancellation or amendment by the Provider
The Provider may cancel or amend a booking if extraordinary and unforeseeable circumstances make it impossible to provide the accommodation safely or lawfully. In such a case, the Provider will offer the Guest:
- a suitable alternative date;
- comparable alternative accommodation, if available; or
- a refund of payments for services that will not be provided.
An alternative date or credit voucher may be used only with the Guest’s consent. The Provider is not liable for indirect loss arising from circumstances beyond its reasonable control but may not exclude liability where exclusion is prohibited by law.
9. Force majeure
Force majeure means unforeseeable and unavoidable circumstances such as natural disasters, major infrastructure failures, fire, epidemics, measures imposed by competent authorities or other circumstances that the parties could not prevent.
In the event of force majeure, the parties will endeavour to agree on an alternative date. If the service cannot be provided and no alternative date is agreed, the Guest will be refunded for the part of the service not provided, unless applicable law provides otherwise.
10. Arrival and departure
- Arrival/check-in: after 5:00 p.m., unless agreed otherwise in advance.
- Departure/check-out: by 10:00 a.m., unless agreed otherwise in advance.
The Guest will receive arrival and access instructions before arrival, provided that the required online check-in or registration has been completed.
Late check-out is available only by prior agreement and may be subject to an additional charge.
11. Guest registration and identity documents
All guests must provide a valid identity document and the information required for guest registration before or upon arrival.
The Provider processes guest data to fulfil the booking, comply with legal obligations and report guests and overnight stays through the AJPES eTurizem system.
A Guest booking for several persons must inform the other guests of the obligation to provide their information and of the rules of stay.
12. Guest obligations
The Guest must:
- use the accommodation, equipment, sauna and hot tub carefully and in accordance with the instructions;
- comply with the House Rules, quiet hours and the Provider’s instructions;
- ensure that only the registered number of persons use the accommodation;
- supervise children appropriately at all times;
- leave the accommodation in a reasonable condition upon departure;
- inform the Provider immediately of any fault, damage or hazard;
- reimburse proven damage caused intentionally or negligently by the Guest, a member of their group or their pet.
The Guest is not liable for normal wear and tear.
In the event of a serious or repeated breach of the House Rules, a threat to safety, unregistered guests or deliberate damage, the Provider may require the stay to end immediately. Where termination results from the Guest’s conduct, the Guest is not entitled to a refund for the unused part of the stay.
13. Sauna and hot tub
The Guest uses the sauna and hot tub at their own risk and in accordance with the posted instructions.
Children may use the wellness facilities only under the direct supervision of an adult. Use is not permitted for persons advised against it by a doctor or persons under the influence of alcohol or other psychoactive substances.
After use, the Guest must properly replace the hot-tub cover and follow all hygiene, safety and equipment-handling instructions.
The Provider is responsible for the safety and technical compliance of the equipment to the extent required by applicable law.
14. Pets
Pets are permitted only if notified in advance and confirmed by the Provider.
The additional charge is EUR 10.00 per pet per day, unless otherwise stated in the offer.
The owner is responsible for supervising the animal, maintaining cleanliness, preventing noise and disturbance to others, any damage caused by the animal and removing waste from outdoor areas.
A pet must not be left unattended in the accommodation where it could cause damage or noise or endanger its own safety.
15. Luggage and valuables
The Guest is responsible for their luggage, documents, money and valuables.
The Provider is not liable for the loss, theft or damage of items except where the loss or damage results from conduct for which the Provider is liable under applicable law.
The Guest must report theft or any other criminal offence to the police and inform the Provider.
16. Deficiencies and complaints
The Guest must report any deficiency to the Provider without undue delay, preferably during the stay, so that the Provider can remedy it as soon as possible.
A complaint must include a description of the problem, the date of the event and, where possible, photographs or other evidence. The Provider will consider the complaint and respond within a reasonable time.
If the Guest does not allow the Provider to remedy a deficiency that could have been resolved during the stay, this will be taken into account when assessing any subsequent claim.
17. Personal data protection
The data controller is Polona Mežan s.p., Babenfeld balance.
Personal data is processed to prepare an offer and fulfil a booking, communicate with the Guest, process payment and issue invoices, register guests through the AJPES eTurizem system, comply with tax, accounting and other legal obligations, and establish, exercise or defend legal claims.
Data is processed on the basis of performance of a contract, compliance with legal obligations and the Provider’s legitimate interests.
Data used to send newsletters and promotional offers is processed only on the basis of separate, voluntary consent. Marketing consent is not a condition of booking and may be withdrawn at any time.
More detailed information about data processing, retention periods, recipients and individual rights must be published in a separate Privacy Policy.
Data is processed in accordance with the General Data Protection Regulation (GDPR), the Slovenian Personal Data Protection Act (ZVOP-2) and other applicable legislation.
18. Right of withdrawal for accommodation bookings
For an accommodation contract providing for a specific date or period of performance, the consumer does not have the general 14-day right to withdraw from a distance contract.
Cancellations are therefore governed by Section 7 of these General Terms and any special conditions specified in the booking confirmation.
19. Dispute resolution
The Provider and the Guest will endeavour to resolve any dispute amicably.
If an amicable resolution is not possible, the court having subject-matter and territorial jurisdiction under the applicable laws of the Republic of Slovenia shall have jurisdiction.
Polona Mežan s.p., Babenfeld balance does not recognise any provider of out-of-court consumer dispute resolution as competent to resolve a consumer dispute that a consumer may initiate under the Slovenian Out-of-Court Resolution of Consumer Disputes Act.
20. Final provisions
These General Terms apply from the date of their publication on the website.
The Provider may amend these terms. Each booking is governed by the terms that were made available to the Guest and sent or confirmed when the booking was concluded.
If any provision is invalid, this does not affect the validity of the remaining provisions.