Frequently asked questions (FAQ)

The proprietor of the Valamar Family & Friends Programme (hereinafter: the Programme) is the company Valamar Riviera d.d., Stancija Kaligari 1, Poreč, Croatia, OIB (tax ID): 36201212847 (hereinafter: Valamar), a leading hotel company in leisure tourism and a partner of tourist destinations in creating authentic experiences.

Through the Programme, Valamar provides its employees, their families, friends and business partners with the opportunity to obtain benefits on the online platform or by contacting the Valamar Reservation Centre at the e-mail address callcenter@valamar.com for the purpose of booking accommodation in Valamar’s properties. Preferential prices are independently determined internally by Valamar depending on the availability and occupancy of specific accommodation.

Valamar offers the same opportunities to employees, families, friends and business partners of companies in which the tourism segment of the business is managed by Valamar (at the time of adoption of these Regulations: Imperial Riviera d.d., Jurja Barakovića 2, Rab, OIB (tax ID): 90896496260, HELIOS FAROS d.d., Naselje Helios 5, Stari Grad, OIB (tax ID): 48594515, Valamar Obertauern GmbH, Gamsleitenstrasse 6, 5562 Obertauern, tax number: ATU50245104, Kesselspitze GmbH & Co KG, Alpenstraße 1 5562 Obertauern, tax number: ATU 78231316) Valamar Marietta GMBH Ringstraße 8, 5562 Obertauern, tax number: ATU 77930946 (hereinafter: the Affiliated Companies).

The following persons can be members of the Programme: all employees of Valamar and the Affiliated Companies, as well as members of their immediate and extended families, their friends and business partners. Once selected, additional members cannot be changed.

Employees of Valamar and the Affiliated Companies and their immediate families can benefit from preferential prices for accommodation in Valamar’s properties and properties of the Affiliated Companies, as well as exclusive offers only for employees and their immediate families. Exclusive offers for Valamar employees are independently determined internally depending on the availability and occupancy of the desired accommodation.

Friends and business partners can benefit from preferential prices for accommodation.

Preferential prices are independently determined internally by Valamar depending on the availability and occupancy of the desired accommodation.

All employees of Valamar and the Affiliated Companies will automatically receive a membership number and password for logging into the Programme at their official email address. After signing up for the Programme, employees will be shown and offered accommodation at favourable prices. The level of convenience will always depend on who the reservation is for (employee, immediate family or friends and business partners), the selected date and the availability and type of property, as Valamar internally determines preferential prices.

After signing up for the Programme, the employee becomes a member, and can then invite new members to the Programme (hereinafter: Additional Members) in the manner described in these Regulations in section 6.

Additional Members may only be:

• members of the immediate family: spouse or partner, parents, children, brothers and sisters and grandparents of the employee.

• friends and business partners: according to any criteria determined by the employee.

IMPORTANT:
Additional Members cannot add new members to the Programme, but they can make a reservation for more people, provided that they will use the accommodation they booked at the same time themselves. (For example, they can book accommodation for themselves and another person, but not accommodation for two other people not including themselves).
A member of the Programme can, in addition to their own stay, book accommodation in an additional accommodation unit in the same property, at the same time and under the same conditions, only for their immediate family.

If guests arriving at check-in are not personally listed in the reservation, they will not be able to take advantage of the Programme, but will pay for the accommodation at the commercial rate.

If three or more accommodation units are booked, different payment/cancellation conditions apply. In the event that the Customer makes one or more reservations that deviate from the expected needs for private purposes, or in the event of a violation of these general terms and conditions or the rules of the Family & Friends Program, for example, including but not limited to:

• if the Customer reserves three or more accommodation units.

Only employees of Valamar and the Affiliated Companies who have logged into the Programme with their password have the right to add Additional Members, as follows:

• By clicking on “COPY LINK”, the employee’s personal link for membership invitation is copied to the clipboard and the employee can paste it into any subsequent message.

• Clicking on “E-MAIL” opens the employee’s default e-mail client with a personal link and a message ready to be sent. The message can be edited, but care should be taken not to delete the personal link.

• Clicking on “WHATSAPP” opens the WhatsApp messaging service with a message and a personal link ready to be sent. The message can be edited, but care should be taken not to delete the personal link.

After the employee has sent the link to the potential Additional Member, he or she will receive a message (via e-mail or WhatsApp) containing a personal link. After the link is opened, a new web page will open where the potential Additional Member can enter their information, read the rules and privacy policies, and, if they wish, join the Programme as an Additional Member.

The employee will have daily insight into all Additional Members who are connected to them in the Programme.

The employee bears all responsibility for reservations made through the Programme or through the reservation form. Any abuse will entail disciplinary responsibility in the form of a warning and the obligation to pay the full price of the services used according to the valid price list before discounts.

Employees are solely responsible for managing their user accounts and for the truthfulness of data therein, especially for the truthfulness of information about Additional Members.

Valamar’s properties are properties owned by Valamar and properties of the Affiliated Companies managed by Valamar.

Valamar has the right at any time to remove some properties from the offer of Valamar properties that are included in the Valamar Family & Friends programme, but also to add them, which will be visible in the offers available to members of the Programme.

In order for the Programme members (employees and Additional Members) to book accommodation, they must log in to Valamar Family & Friends using their membership number and password. After signing in, they select the desired dates and type of accommodation. After selection, they will be shown the currently-available accommodation with a preferential price or a standard price, depending on current availability.
If necessary, the property reserves the right to move guests to another property.
If children are included in the reservation, it is necessary to enter the exact age of the children in order that the correct price be displayed.
When a reservation is made, if a pet is included it is mandatory to submit information about the type and weight of the pet in the appropriate field. The pet should have a certificate that it is healthy. By confirming the reservation, the guest automatically accepts full responsibility for the pet.

All shown available price lists included in the programme include VAT in the price of accommodation.
The price includes the selected service provided by the property. If the desired accommodation does not offer a bed and breakfast service, this can be booked through the Valamar Reservation Centre with a deduction of €5 per person per day. The deduction is possible only in properties that offer half-board service. It is not possible to make a deduction for any other services.
When staying in campsites, tourist tax is charged additionally, depending on the destination.
When renting a mobile home in the campsites, a one-time final cleaning fee of €37 is charged; for a stay with a pet, the final cleaning fee is €53. The price for the accommodation unit includes: one caravan or one tent + one personal vehicle or motorbike + children’s tent (1.5 m) on the pitch or directly next to the camping spot, or one motorhome (camper) + children’s tent (1.5 m) on the pitch or directly next to the camping spot.
With exclusive offers for employees, tourist tax is charged additionally for all Valamar properties.
In the exclusive offer for employees, children stay for free, except in the period from 1 July until 31 August, when discounts of 50% (with two adults) and 30% (with one adult) apply. At our Austrian destination, children stay for free, except in the periods from 24 December to 7 January and from 1 February to 1 March. Discounts for children’s stays are defined according to the age limit per property.
Pets are charged additionally in all properties according to the selected price list.
At our Austrian destination with exclusive offers for employees in hotels or apartments, in the periods from 24 December to 7 January and from 1 February to 1 March, the fee is €10, while in other periods it is €5 per day per pet. For all other destinations in the period from 1 October to 31 March, the pet fee is €5 per day, while in the period from 1 April to 30 September it is €10 per pet per day.
The use of parking facilities at certain properties is not included in the price of accommodation and is paid in accordance with the defined price list.

Additional discounts in the form of promotional vouchers and promo codes are NOT applied to the preferential prices of the Valamar Family & Friends program.
The Valamar Family & Friends program can NOT be combined with the benefits of the Valamar Rewards loyalty program (collection and use of points, Valamar Rewards benefits during the stay...)

A credit card (VISA, MasterCard, Diners) is required to make a reservation through the Valamar Family & Friends programme.
We use your credit card as a reservation guarantee. The credit card can be pre-authorised and charged for the amount of the first overnight stay. In the event of a failed pre-authorisation of your credit card, you will be notified..
Payment is made upon arrival at reception, by credit card or cash. At reception, we accept the following cards: MasterCard, Diners Club, Visa and Maestro. We do not accept Diners Club cards at the Valamar Obertauern Hotel. American Express cards are accepted at the Kesselspitze Valamar Collection Hotel.
Your personal information as well as your credit card information are fully protected. The data is transferred via a secure server.
If you do not have a credit card to make a reservation, please contact the Valamar Reservation Centre at callcenter@valamar.com or by phone on +385 52 465000

All Valamar Family & Friends programme reservations can be cancelled free of charge as follows:

• up to 4 days (14:00 CET) before arrival (Valamar Hotels & Resorts, [PLACES] by Valamar, Sunny by Valamar)

• up to 2 days (14:00 CET) before arrival (Dubrovnik)

• up to 7 days (14:00 CET) before arrival (Valamar Collection)

• up to 30 days (14:00 CET) before arrival (Kesselspitze Hotel Valamar Collection; Valamar Obertauern Hotel; [PLACES] Obertauern by Valamar)

If a reservation is cancelled outside the free cancellation period, we charge the amount of the first overnight stay.
When you check in, we will ask you to confirm your departure date. In case of early departure announced during check-in, only the number of actual overnight stays will be charged. In case of unannounced early departure, we charge a fee in the amount of one additional night plus the actual number of overnight stays. In the period from 30 June to 1 September, the fee for early departure includes all the remaining days of your reserved stay. The early departure fee is not applicable in case of illness or force majeure.
In case of no-show without prior cancellation of the reservation, we charge your card for the total reservation amount.

Each member of the programme can voluntarily terminate their membership at any time with a written notification to the e-mail address callcenter@valamar.com.

Every Valamar employee and employee of the Affiliated Companies will cease to be a member upon termination of their employment. In the case of such termination of membership, the membership of all Additional Members to whom that employee has provided membership will also automatically terminate.

Valamar cares for the personal data of Family & Friends Programme members.

By accepting membership, you confirm that you are aware of the creation of your profile as a member of the Family & Friends Programme and the processing of your personal data by Valamar as the data controller.

Apart from the fact that information about members will be kept in the Programme for the purpose of obtaining discounts, and that information about Additional Members will be visible to the employee who added them (only identity information, and not information about overnight stays, reservations, etc.) Valamar will not perform any additional data processing except for the processing it performs for all its guests, which is described in detail in the Privacy Policy at the link https://valamar-riviera.com/en/gdpr-privacy-policies/privacy-policies/.

To each member of the Valamar Family & Friends Programme, Valamar will periodically send messages with information about news in the Valamar Family & Friends Programme, special benefits and special offers.

You can unsubscribe from the recipient list of any Valamar newsletter by sending an unsubscribe message to newsletter@valamar.com, by clicking on the unsubscribe link at the bottom of each newsletter or by blocking the sender in accordance with the rules of the online channel you are using. Unsubscribing from the newsletter is not related to Valamar’s legitimate interest in sending service messages and satisfaction questionnaires related to a specific stay and other service messages to members who are also guests of Valamar’s facilities.

You have the right to request from Valamar access to and rectification or erasure of personal data or restriction of processing, the right to lodge a complaint, and other rights in accordance with the regulations governing the protection of personal data.

For all questions related to the protection of personal data and any objections and requests to exercise your rights, you can contact the data protection officer at the e-mail address dpo@valamar.com or by regular mail at the following address: Valamar Riviera d.d., Stancija Kaligari 1, Poreč, Republic of Croatia – for DPO.

You can find more information about the protection of personal data and your rights in Valamar’s Privacy Policy available on the website https://www.valamar.com/en/privacy-policy or at the reception of Valamar’s properties.

Except in the case of intent or gross negligence, Valamar does not assume responsibility for damage caused by an omission due to which the member could not exercise any of their rights based on membership as a result of system malfunction, theft, loss, copying or other unauthorised use of the password and as a consequence of a situation in which it is temporarily not possible to use the benefits of the Programme.

Valamar does not assume responsibility for the accuracy of the data specified in the member’s application form and possible damage (material or non-material) that may arise on this basis.

In the event of a dispute between Valamar and a member of the Programme, Croatian law shall apply. Any possible disputes related to the provisions and application of these Regulations will first of all be resolved by common agreement; should this not be possible, it is agreed that the competent court shall be that with actual jurisdiction according to Valamar’s headquarters.

Valamar has the right at any time to change the conditions for participation in the Valamar Family & Friends programme and to change these Regulations, and especially has the right to change the list of Valamar properties.

Changes to the Regulations will be published on the website: https://www.valamar.com/en/valamar-family-friends/faq.

Valamar reserves the right to cancel the Programme and/or replace it with any other programme at any time without stating the reason.

Valamar will take all necessary steps to notify members in a timely manner of changes to or suspension of the Programme and will not be held responsible for possible losses or damages to members upon entry into force of said changes.

Cancellation or changes to the Programme do not constitute a valid basis for claiming damages from Valamar by Programme members.

All information related to the Programme is available on the website: https://www.valamar.com/en/valamar-family-friends/login

Any questions related to membership and notifications about changes in personal data or any other information important for membership, can be sent by the member to the e-mail address callcenter@valamar.com or via the phone number +385 52 465 000