General Terms and Conditions & Privacy Policy

1. Scope

These General Terms and Conditions apply to all reservations, stays, and services provided by the hotel, unless otherwise agreed in writing.

2. Reservations and Payment

Reservations can be made online, by email, or by phone. A valid credit card may be required to guarantee the booking. Payment terms, including deposits and cancellation conditions, depend on the selected rate and will be communicated at the time of booking.

3. Check-in and Check-out

Check-in is available from 4pm. Check-out must be completed by 10am. Early check in and late check-out may be available upon request and may incur additional charges.

4. Cancelation policy and return days:

Free cancellation of the reservation is 14 days before the date of arrival. In this case, the paid funds will be returned to the same card used for payment within 15 working days.

If you cancel the reservation after the prescribed period, the funds will not be returned. For any additional questions, you can contact us at: tourism@khill.hr

5. Prices and Taxes

All prices are quoted in euros (EUR) and include applicable taxes, unless stated otherwise. Tourist tax is charged according to Croatian law and may not be included in the room rate.

6. Guest Obligations

Guests are required to comply with hotel rules and regulations and to treat hotel property with care. The hotel reserves the right to charge for any damage caused by the guest during their stay.

7. Hotel Liability

The hotel is not responsible for loss, damage, or theft of guests’ personal belongings, except as required by applicable law. Use of hotel facilities is at the guest’s own risk.

8. Complaint policy:

Our hotel is committed to providing high-quality service and ensuring guest satisfaction. Any feedback or complaints are taken seriously and handled in a professional and timely manner.

Guests may submit complaints directly at reception, by email, by phone, or through feedback forms and online platforms. We encourage guests to report any issues as soon as possible during their stay so that we can address them promptly.

All complaints are treated with respect and confidentiality and forwarded to the appropriate department. Whenever possible, issues will be resolved immediately. If this is not possible, guests will be informed about the expected timeframe for resolution.

Complaints received during the stay are addressed as quickly as possible, preferably within 24 hours. Written complaints received after departure will be acknowledged within a reasonable timeframe of 14 days.

A response to the complaint will be provided no later than 15 days from the date of receipt.

Guest feedback is regularly reviewed by management and used to improve our services and overall guest experience.

E-mail: tourism@khill.hr

Broj telefona: +385 92 34 88 888

In the event of dispute cannot be resolved amicably, the competent court is Court in Dubrovnik.

9. Privacy and Data Protection

Personal data is processed in accordance with applicable data protection regulations, including the General Data Protection Regulation (GDPR), and used solely for reservation and service purposes.

10. Applicable Law and Jurisdiction

These General Terms and Conditions are governed by the laws of the Republic of Croatia. In the event of a dispute that cannot be resolved amicably, the competent court shall be the court in Dubrovnik, Croatia.

11. Amendments

The hotel reserves the right to amend these General Terms and Conditions at any time. The version valid at the time of booking shall apply.